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SkyStone Video 2013
SkyStone Video 2013 System Guide (June 2014 – ver. 4.1) © Copyright 2012-2013 Imagicle Spa – All rights reserved. Your Communications, easier Contents 1 Getting Started with SkyStone Video................................................................ 6 1.1 SkyStone Video vs. SkyStone Audio................................................................................................... 6 1.2 Before you begin............................................................................................................................... 6 1.3 Evaluating SkyStone .......................................................................................................................... 6 1.4 Compatible MCUs and Video Endpoints ............................................................................................ 7 1.5 Hardware requirements .................................................................................................................... 7 1.6 Scalability and High Availability ........................................................................................................ 8 1.7 Software requirements ..................................................................................................................... 8 1.8 Virtualization .................................................................................................................................... 9 1.9 Compatibility with other software .................................................................................................... 9 1.10 Antivirus and other security software ............................................................................................... 9 1.11 Network considerations .................................................................................................................... 9 1.12 Downloading the package ................................................................................................................. 9 1.13 Buying SkyStone Video ..................................................................................................................... 9 1.14 Activating the License ..................................................................................................................... 10 1.15 Support and Maintenance............................................................................................................... 10 1.16 Upgrades ........................................................................................................................................ 10 2 Application installation, configuration and usage ........................................... 11 2.1 Installation Task List........................................................................................................................ 11 2.2 Operating System setup .................................................................................................................. 11 2.3 Skype installation and account creation .......................................................................................... 11 2.4 Firewall configuration ..................................................................................................................... 11 Skype ...................................................................................................................................................... 11 SkyStone................................................................................................................................................. 12 2.5 Package installation ........................................................................................................................ 12 2.6 Skype client installation .................................................................................................................. 12 2.7 Skype Accounts Configuration ......................................................................................................... 13 2.8 Running SkyStone Video ................................................................................................................. 13 2.9 Letting SkyStone control Skype ....................................................................................................... 13 2.10 Routing ........................................................................................................................................... 14 Selecting destinations for Skype To Voip calls ....................................................................................... 14 Voip To Skype calls with Speed dials ...................................................................................................... 15 Uri Dialing .............................................................................................................................................. 16 SkypeOUT ............................................................................................................................................... 16 SkypeIN (Skype Number) ....................................................................................................................... 17 2.11 Codecs ............................................................................................................................................ 17 2.12 DTMF tones .................................................................................................................................... 18 3 2.13 Settings and Video quality .............................................................................................................. 18 2.14 Enabling Auto-login......................................................................................................................... 19 2.15 Activating the license ...................................................................................................................... 20 2.16 Package updates ............................................................................................................................. 20 2.17 Upgrading the Skype version ........................................................................................................... 20 2.18 Configuration backup ...................................................................................................................... 21 2.19 Integrated ACD and Skype Business accounts .................................................................................. 21 2.20 Cluster configuration and activation ............................................................................................... 22 Cluster configuration for incoming calls ................................................................................................ 23 PBX / Videoconferencing configuration for outgoing calls..................................................................... 23 How to setup a cluster ........................................................................................................................... 23 Cluster administration ........................................................................................................................... 23 2.21 Upgrading from SkyStone 2011 ....................................................................................................... 24 License ................................................................................................................................................... 24 Unlock code ........................................................................................................................................... 24 Operating System Compatibility ............................................................................................................ 24 Preserving the old configuration ............................................................................................................ 24 Skype Configuration ............................................................................................................................... 25 Web interface / browser compatibility .................................................................................................. 25 Web API for intranet integration ........................................................................................................... 25 3 Video conference and Telepresence Configuration ......................................... 26 3.1 General configuration rules for incoming calls from Skype .............................................................. 26 3.2 General rules for outgoing calls to Skype ........................................................................................ 26 3.3 Cisco/Tandberg VCS specific configuration ...................................................................................... 26 3.4 Cisco Unified Communications Manager Configuration ................................................................... 30 4 Diagnostics and troubleshooting .................................................................... 32 4.1 Before the installation .................................................................................................................... 32 Operating System setup ......................................................................................................................... 32 4.2 During the installation .................................................................................................................... 32 4.3 After the installation ....................................................................................................................... 32 Configuration ......................................................................................................................................... 33 Basic tests .............................................................................................................................................. 33 4.4 Troubleshooting procedures ........................................................................................................... 33 Voip To Skype: how to check the Called Number .................................................................................. 33 Voip To Skype: how to check the called Skype account ......................................................................... 33 Voip To Skype: how to check the Caller ID for the channel selection .................................................... 33 How to check the termination reason of the call ................................................................................... 33 How to check if the maximum number of concurrent calls have been overcome................................. 33 How to check the audio and video streams statistics ............................................................................ 33 How to collect the diagnostic information to be sent to Imagicle Support Team .................................. 34 4 How to see the actual video received from the endpoint ..................................................................... 34 4.5 Common Issues ............................................................................................................................... 34 SkyStone or one of its components do not start .................................................................................... 34 Some of the Skype accounts are not able to log in ................................................................................ 34 Calls abruptly terminate after 300 seconds ........................................................................................... 34 Skype to Voip calls cannot be established. In the call log the termination reason is EndedByHostOffline or EndedByUnreachable ............................................................................................................................. 35 All Skype to Voip calls cannot be established. In the call log the termination reason is EndedByNoUser35 All Skype to Voip calls cannot be established (with other termination reasons) ................................... 35 All Voip to Skype calls cannot be established while Skype to Voip can ................................................. 35 URI Dialing calls fail ................................................................................................................................ 36 SkypeOut calls fail .................................................................................................................................. 36 Some Skype to Voip calls fail .................................................................................................................. 36 Some Voip to Skype calls fail .................................................................................................................. 36 After configuring channel selection, Voip to Skype calls fail .................................................................. 36 The call can be established, but there is no video ................................................................................. 37 One way video ....................................................................................................................................... 37 No video is sent from the Skype client ................................................................................................... 37 No audio ................................................................................................................................................. 38 One way audio ....................................................................................................................................... 38 Bad audio quality ................................................................................................................................... 38 4.6 Video Quality Issues ........................................................................................................................ 38 Jerky video ............................................................................................................................................. 38 Slow video .............................................................................................................................................. 39 Artifacts (small squares on the video).................................................................................................... 39 Blurred video or low contrast ................................................................................................................ 39 On the remote Skype client, Skype says there is not enough bandwidth .............................................. 39 5 1 Getting Started with SkyStone Video SkyStone Video, the only IP Audio & Video Skype Gateway available on the market, allows you to easily connect Skype users to your video phones, video conferencing and telepresence environments. It can be easily integrate into any video conferencing environment based on Gatekeeper, MCU or single endpoints, supporting the state of the art H.264 video codec and G.711, G.722, G.729 audio codec through SIP or H.323 protocols. SkyStone Video main features are: High video quality with native h.264 Fully compatible with recent Skype versions supporting calls from mobile ACD included to support multiple concurrent Skype calls on the same Skype account* Allows up to 8 concurrent video calls per server Supports cluster installations to scale up to 48 concurrent video calls Cluster installations also provides High Availability Full support of Windows 7 and Windows 8.x 32/64 bit * Note: A maximum number of 7 copies of the same Skype account running at the same time is allowed. This limits the integrated ACD feature to 7 concurrent calls per Skype account. See below. 1.1 SkyStone Video vs. SkyStone Audio SkyStone Video and SkyStone Audio are different products, have different installation packages and cannot be installed on the same PC/Server. SkyStone Audio is the multichannel software IP Skype gateway that connects your telephony system to the "Skype world". SkyStone works with any PBX, either Voip or traditional. This allows all the company employees to take full advantage of Skype services without having to handle a double handset/headset infrastructure or double telephone numbers. It also integrates Skype with your Unified Communications services, such as voicemail, IVR, ACD and so on. SkyStone Audio supports G.711, G.722 and G.729 codecs with SIP and h.323 protocols. SkyStone Video adds video capabilities to SkyStone Audio. 1.2 Before you begin Each Imagicle application has a dedicated page on Imagicle web site where you can find useful information: requirements, documentation, price list, download: http://www.imagicle.com/ SkyStone Video has a dedicated portal too: http://skystonevideo.imagicle.com/ 1.3 Evaluating SkyStone You can freely evaluate SkyStone Video and test it with your videoconferencing system downloading the package from Imagicle web site (free registration is required). Before installation, please read this guide carefully and make sure the hardware can support at least one call. After the installation, SkyStone will run for 30 days in evaluation mode (two concurrent calls, call length max. 300 seconds). Imagicle offers free support during the evaluation period through email. Please contact Imagicle Technical Support Team at this address: support@imagicle.com. Once you tested the application you can buy a license and simply activate the installation through the web site, making the license permanent on the machine. Expired evaluation installations can be activated without reinstalling. See below, License activation. 6 1.4 Compatible MCUs and Video Endpoints SkyStone Video can be configured to connect to multiple video endpoints, MCUs, gatekeepers, video enabled PBXs to fit in your video conferencing architecture. SkyStone Video leverages VoIP standard such as H.323 and SIP protocols. It supports G.711, G.722 and G.729 audio, H.264 and H.263 video codecs to integrate the video conferencing solutions. The compatibility with the major video conferencing vendors has already been tested as per the list in compatibility section: if your system is not in that list but follows the standard above, it is expected to work. Using instances of the Skype client for connecting to Skype, the compatibility with users all over the world running any Skype version is guaranteed: iPad, iPhone or Android devices can place or receive calls to your video conferencing environment through SkyStone Video. Please refer to the “How it works” section on http://skystonevideo.imagicle.com for further details. Vendor Models Suggested protocol CISCO/Tandberg 79xx with Video Advantage, 7985 video phones, IPVC MCU, C Series, MXP series, Profile series, Movi, Codian MCU, VCS Call control, TelePresence SX20 Quick Set H.323 LifeSize Passport, Express, Team, Room Endpoints, 230 MCU H.323 Polycom VSX Endpoints, HDX Endpoints, RMX MCU H.323 Radvision Scopia Elite 5xxx Series H.323 Sony PCS Endpoints H.323 VCON Xpoint, HD Endpoints H.323 Vidyo VidyoRouter, VidyoPanorama endpoint, VidyoRoom endpoint, VidyoDesktop endpoint. H.323 VidyoGateway requested for any platform Huawei VP9050 – 1080p SIP Note: H.264 and G.711 are enabled by default. Enabling G.729, G.722 and H.263 requires additional SkyStone Video configuration, ad described in this guide. 1.5 Hardware requirements SkyStone Video is a software only application and does not require additional hardware. It only requires a dedicated PC/Workstation. Since Skype heavily relies on the video hardware to show video, SkyStone Video needs a Video card with directx drivers and at least 512Mb Video Ram. 7 When you choose the hardware, be aware that most rack servers do not allow you to add the required 512mb Video Adapter. This is why Imagicle suggest a workstation. The workstation hardware requirements (CPU and RAM) depend on the number of concurrent calls. Please check Imagicle web site for updated hardware and software requirements. 1.6 Scalability and High Availability SkyStone Video is available in 1, 2, 4 and 8 channels versions, representing the number of available concurrent calls from-to Skype users. Due to the CPU intensive encoding processes, no more than 8 concurrent Skype video calls are available on a single SkyStone Video workstation. If more than 8 channels are needed, it is possible to add another workstation with additional 1, 2, 4 or 8 channels, also granting availability in case of fault of the primary server. The maximum number of machines in a cluster is 6. Since each workstation of the cluster adds more concurrent calls, it needs a separate license. Please configure the cluster as described in the application usage and configuration section. 1.7 Software requirements SkyStone runs on Microsoft Windows. Supported editions: Windows 7 32 bit Professional or better Windows 7 64 bit Professional or better Windows 8.1 32 bit Professional or better Windows 8.1 64 bit Professional or better (recommended) SkyStone Video requires a specific version of Skype which can be downloaded from Imagicle web site during product setup. Do not install a Skype version downloaded elsewhere. Please check Imagicle web site for updated hardware and software requirements. 8 1.8 Virtualization SkyStone Video does not support virtualization. It must be installed on a physical PC, server or workstation. 1.9 Compatibility with other software SkyStone Video requires a dedicated workstation, i.e. cannot be installed together with third party software. SkyStone Video cannot be installed together with other Imagicle applications and cannot be installed side by side with the previous SkyStone versions (SkyStone 3.x and SkyStone 2011). SkyStone Video cannot be installed together with SkyStone Audio. 1.10 Antivirus and other security software Antivirus can run on the server provided that the entire SkyStone installation directory is excluded from scan. The antivirus must not add plugins to Skype and must not include features related to “intelligent” or heuristic TCP/UDP port blocking. Skype folder must also be excluded from scan. Local firewalls (i.e. installed on the same server) are not allowed. Antispam / web contents filtering / web protection software are not compatible. Please explicitly disable or remove Windows Defender, Windows Security Essentials, Windows Frontend Security and so on. SkyStone cannot be installed on a domain controller. 1.11 Network considerations SkyStone server must be installed in your LAN. It interacts on the Voip side through the standard SIP and H323 protocol. It will need to send signaling packets to the PBX and the rtp stream to the endpoints. It can benefit by QOS optimization. On the Skype side, the Skype clients must be able to reach the internet without bandwidth restrictions. Bandwidth control can severely impair Skype performance and worsen the call quality. You can place SkyStone in a DMZ but this is not needed, since most firewalls are aware of Skype protocols and can selectively activate communication to and from Skype clients only. The only communication between the SkyStone machine and the internet is made by Skype. SkyStone can also work behind a SIP-enabled firewall or session border controller. Note: Content filtering can affect the call quality. If you need to manually configure a firewall, please check the “Firewall configuration” chapter in the configuration section of this guide. To tune the firewall ports on SkyStone requirements, please refer to the SkyStone Network configuration section of this guide. 1.12 Downloading the package You can download the package from the "Download" tab on the related product page of Imagicle web site. Free registration may be required. 1.13 Buying SkyStone Video If you are a reseller you can buy SkyStone Video through Imagicle distributors. Order the right product by choosing if from the list on the web site (Pricelist tab) SkyStone Video can also be bought directly from Imagicle web site. For more information please contact sales@imagicle.com. 9 1.14 Activating the License Once you have bought a SkyStone Video license, it must be “activated”, i.e. linked to a specific machine to unlock the software features. Activation can be performed through the web site on http://www.imagicle.com/go/activation Please follow the procedure described in the Application Usage section. 1.15 Support and Maintenance All products are supported during evaluation. Purchased products include one year of standard technical support. Imagicle also provides high priority support service with defined SLA. Please refer to: http://www.imagicle.com/en-us/Support You can send a request to Imagicle Technical Support Team here: http://www.imagicle.com/en-us/Help 1.16 Upgrades You can upgrade your SkyStone Video 2011 license from a previous version to SkyStone Video; you can also add more channels to your current SkyStone Video 2013 installation. The procedure is detailed in the next section of this guide. For a quotation, please contact Imagicle here: http://www.imagicle.com/en-us/Contacts 10 2 Application installation, configuration and usage 2.1 Installation Task List 1. Prepare the Operating System 2. Install VNC or log in console. No RDP 3. Create the Skype accounts you want to use with SkyStone on Skype web site. No facebook or Live (Microsoft) accounts 4. Install the SkyStone Setup package 5. During the setup, you’ll be asked to download Skype from Imagicle web site 6. Run the Skype Configuration Tool to create the list of Skype Accounts you created before. The tool will be executed automatically by the setup program 7. Run SkyStone Video 8. “Accept control from SkyStone Video” and “accept video calls from anyone” for each Skype client 9. Select destinations for inbound calls and a prefix for outbound calls 10. Enable Auto-login on the Windows workstation 11. Activate the license through the license tool 2.2 Operating System setup Before installing SkyStone Video, please perform all the following operations: Run Windows Update, install all the updates, reboot the system, then disable automatic updates Activate a High performance power plan. This will give more resources to Skype and SkyStone Video. From the Control panel select “Power Options”, “Choose a power plan” and select “High performance”. This will let the CPU work full power and the disk always available Disable any screensaver. Since SkyStone will grab video form Skype, the screensaver must be disabled Disable Windows Firewall. Windows firewall may block Voip calls and inter-cluster communications. Please remove any other local firewall or port blocking system installed on the machine 2.3 Skype installation and account creation Remove any Skype client installed on the machine. Reboot the server after installation even if not asked (this can prevent issues with Skype). To use SkyStone Video you’ll need at least one Skype Account. We suggest to create the Skype accounts in advance on Skype web site and to take note of the login passwords. You’ll need them to configure the Skype accounts in SkyStone. Warning: according to Skype EULA, Skype can only be used for personal use. 2.4 Firewall configuration If you need to manually open or close port for IP communication to and from the SkyStone machine, please mind the following guidelines. Skype Skype needs to reach the internet. When you install the Skype client, it selects a random TCP port above 1024 as destination for incoming connections from the internet. If the port is blocked, it can default to port 80 or 443. You can select a different port in Skype options; if you use the standard configuration, you must open the following ports: 80 TCP 11 443 TCP All ports above 1024 (both TCP and UDP) UDP ports are used for the RTP stream. SkyStone SkyStone listens for incoming SIP connections on the standard 5060 UDP port. It listens for H323 connections on 1720 TCP port. When SkyStone initiates an outgoing TCP connection, by default it uses a local port provided randomly from the operating system. When SkyStone initiates an outgoing SIP over UDP connection, it tries to use local 5060 port for the first call, 5061 for the second and so on. For RDP, it uses a port between 5000 and 5999. Please open all the UDP ports from 5000 to 5999 and all the TCP ports (outgoing). If you want to modify the TCP, UDP or RTP port range, please run the Configuration Tool from the link on the desktop, and select the Network tab. Besides the Voip communication, if you have a cluster of SkyStone machines, they need to communicate with each other. The TCP destination ports for intercluster communication is: 9201 2.5 Package installation You can install SkyStone Video either logging locally on the machine (console access) or through VNC. SkyStone needs an open session to run, i.e. a user logged to the system. Be aware that third party Remote Access tools could block communication between SkyStone and Skype. Warning: Do not access the SkyStone Video machine through RDP. By default brings the audio to your local machine and SkyStone won’t be able to place and answer calls. Please log onto the system with a local administrator credentials. SkyStone Video must run as administrator. Before installing the package, please uninstall other Imagicle product. If SkyStone Video 3.x or SkyStone Video 2011 were previously installed, remove them before proceeding. Please remove any beta version too. Setup will install Microsoft .Net framework 4.0. A reboot may be required. After reboot you might need to launch the setup again. This procedure may be required more than once. At the end of the setup please launch the Skype Configuration Tool. 2.6 Skype client installation Run the SkyStone Setup package. When the Skype account configuration tool will be launched, it will look for a Skype client. 12 If the Skype client is not installed, or if the Skype client version does not match the one required by SkyStone, it will display a link from which you’ll be able to download the right version. Uninstall any other Skype client and use the recommended Skype version, downloaded from the link. 2.7 Skype Accounts Configuration The Skype accounts to be used as SkyStone communication channels can be added or changed through the Configuration Tool. SkyStone Configuration Tool can be run from the link on the desktop. The number of licensed channels is displayed on the window title. The license limits the number of concurrent active calls, while the number of Skype clients (i.e. copies of Skype) which can run at the same time on a server is 16. Running more Skype accounts on a server requires more CPU and ram. Please see the ACD feature description. Enter the Skype account id (not the description), the password and press Add. To quickly replicate an account settings, press the “duplicate” button. When you are finished press Save, then Exit. You can run the Skype Configuration tool later from the Start menu. Warning: SkyStone Video can run multiple copies of the same Skype account at the same time, but they must be Skype Business Accounts managed by a Skype Manager (see below). 2.8 Running SkyStone Video SkyStone Video can be launched by a link on the desktop or from the Start menu. It can also be stopped by similar links. When you run SkyStone, its windows will be displayed and the Skype accounts launched. SkyStone Video is made by a group of Windows applications which run interactively on the desktop. The main Window (engine) includes four tabs which allow you to monitor the system and to setup destination for the rules. The grab window (brown icon) will display a box for each configured Skype account. Warning: If you run SkyStone and the Skype accounts are launched but the login fails, DO NOT enter the password manually. Stop SkyStone, run the Skype Configuration Tool again. Delete and create the account entry in the list, and run SkyStone again. Warning: When a video call is connected, SkyStone Video will bring a window in foreground and will begin to grab the video sent by Skype. If anything goes over this window, it will be sent to the Voip destination instead of Skype video. 2.9 Letting SkyStone control Skype The first tab on the main engine window (the one with the blue icon) displays the status of the available Skype accounts (Idle or Busy). The first time you run SkyStone Video, you need to click on each Skype window and perform a quick setup: Answer Skype questions on the audio and video preferences (just click next four times) A flashing message appears on the top of the main Skype window. Let SkyStone video control Skype selecting “allow control” Open the Skype options. Under “privacy” select “Allow video calls from anyone” 13 Please check the Skype accounts status after startup. When the Skype account is logged in and SkyStone can control it, its username is displayed on the Monitor tab. If one of the configured Skype accounts is not displayed, the password you entered in the Skype configuration phase was wrong or you did not allow control from SkyStone. You can run the Skype Account Configuration tool again to enter a new password. Never login a Skype account manually when SkyStone Video is running, since it won’t be able to restart it at reboot. 2.10 Routing Selecting destinations for Skype To Voip calls The Skype to Voip tab allows associating a destination to a Skype account. When a configured Skype account rings, SkyStone will begin a Voip call towards the configured number and Ip address. 14 Press the Add button to create new rules. For each rule enter a Skype account, a number (optional), an IP address, and a port. Leave the port box blank to use the default SIP 5060 and H.323 1720 ports. The drop down box to the left shows the Skype accounts which are currently controlled by SkyStone but have no assigned rule yet. Press Save to activate the rule. The rule color will turn black or blue if it matches an available Skype Channel account. If a rule is displayed in red, please check the Skype name in the rule and the Skype account list on the Monitor tab. Run the Skype configuration tool again if needed. To edit a rule, double click row on the list. To make the changes permanent, press “Save”. To reload the previous configuration, press “Undo”. You can search the rules entering text in the Filter textbox. The default search filters and highlights all the rules containing the text you entered. To look for a word which begins with a given character, use the ^ prefix. E.g. “^83” means “begins with 83”. You can enable or disable a rule through the checkbox on the right. To export the rules, select one or more rows , right click the list and select “Copy selection to clipboard”. You can also copy the destination URI to the clipboard. Warning: Remember to press the Apply button after any change. Voip To Skype calls with Speed dials You can easily call any Skype account from your telephone, softphone, or Voip endpoint by defining a Skype account list and assigning a short number to each account. The association between a short number and a Skype account is called “Speed Dial”. To enter the Speed dial list click on the “Voip To Skype” tab and select “Speed Dials”. 15 To add a new Speed Dial, enter the number to be dialed and the Skype destination account. Then click the Add button. As you could expect, you cannot have two Speed Dial destinations associated to the same called number. Press the Save button to persist the changes. Double click on a cell to edit its contents. Note: to be able to call the speed dial, you need to create a rule on the PBX which routes all the calls to number which begin by a given prefix to the SkyStone server. Please be aware that the Called number matches the whole number signaled by the PBX. The URI Dialing prefix is not stripped from Speed Dials. To know how to edit delete, copy the Speed dials, please refer to the “Skype to Voip” rules section. The interaction is similar. Please note that selecting one or more speed dials and copying them to the clipboard is a simple but effective way of making a backup of your data. Speed Dials can be pasted to Ms Excel for batch editing. After editing, you can paste them back to SkyStone right clicking on the list and selecting “paste”. Changes are effective as soon as they are made, but they are persisted to disk only when you press Save. Uri Dialing SkyStone allows calls from an endpoint (e.g. a softphone) to Skype through URI dialing. E.g. if SkyStone IP address is 10.10.10.10 and on your endpoint you dial sip:john.smith@10.10.10.10, SkyStone will begin a Skype call towards john.smith. Depending on the SoftPhone the syntax could be: john.smith@10.10.10.10 or 10.10.10.10##83john.smith. The exact syntax may vary depending on the endpoint. You can use h323 as well. If the call is routed through the PBX, you can set a prefix to be stripped from the called account. In this case enter the prefix on the Voip To Skype tab of the main SkyStone window. The prefix will be stripped from the Voip calls and the remaining digits or letters will be used as the destination for the Skype call. E.g. sip:85john.smith@10.10.10.10, becomes john.smith. If you have a video enabled PBX, or video endpoint, the configuration is the same . SkypeOUT SkypeOut is a Skype service which allows you to call landline phones from Skype ad cheap rates. SkypeOut is often used to make international calls. You need to load credit on the Skype account you configured to be able to make such calls. Please refer to Skype documentation. To call a PSTN number through Skype, you need a route on your PBX which turns all the numbers beginning by a given prefix to the SkyStone machine. E.g. 85* -> 10.10.10.10 16 Note: The way you configure this kind of rule depends on the PBX model, it is not a SkyStone setting. On the SkyStone voip engine windows, click on “Voip To Skype”, then select “Uri Dialing”, enter the prefix and press “Apply”. On the IP Phone / Voip endpoint, you dial the prefix followed by the number to be called: 85003925067791 SkyStone will strip the prefix and Skype will dial the rest of the number. SkypeIN (Skype Number) The SkypeIN service allows you to associate a geographical phone number to a Skype account. When the number is called, the Skype account will ring. Please refer to Skype documentation on how to activate the service. The service is not free and it is available in some countries only. To leverage this service with SkyStone, you just need to route the calls made to a specific Skype account to the Voip destination you want, as described in the “Skype To Voip” configuration chapter. 2.11 Codecs From the Codecs tab you can selectively activate them and set the priority. The codecs listed to the right are active. The priority is top-down. Press “Apply” to save the setting. You need to restart the Voip engine to make the changes effective. 17 2.12 DTMF tones DTMF tones out of band are enabled by default and sent in the signaling protocol. If you want to hear the DTMF tone in the audio call, enable the related codec in the Media settings -> Codecs -> Dtmf tab 2.13 Settings and Video quality From this page you can change various preferences. An explanation for each preference is displayed to the right. 18 Note: if you change the video quality, you must restart SkyStone and the Skype clients with the links on the desktop. 2.14 Enabling Auto-login SkyStone Video must run interactively to be able to communicate with the Skype instances. SkyStone will be launched automatically when you log onto the machine. If you want SkyStone Video to run automatically at the server reboot, you must enable auto login. From the command prompt enter “control userpasswords2”. Deselect “user must enter a username and password…” and choose a local administrator account from the list. 19 2.15 Activating the license SkyStone license activation is similar to other Imagicle applications. From the Start menu select “Activate License”. The license status will be displayed. Click on the Activate license tab and press the button to the top right. You will be asked for the license code. You receive the license code by email when you buy an Imagicle product. On the next step you’ll be asked for the customer details and for a REQUEST STRING. Copy the request string from the Activation tool and press next. Confirm the data and press next again. The web site will generate a RESPONSE STRING for your machine. Paste it in the activation tool and press Save. Check the new license status on the “License Status” tab. Note: whenever you change the license you must stop and start SkyStone Video again. 2.16 Package updates SkyStone Video setup package name includes three numbers. E.g. 2013.1.29573. The first ore represents the Major Version. It changes when the application has major changes and improvements. A new license may also be required for updating the package to a new major version. In this case the license will be free for those who bought iCare Gold maintenance The second one is the Minor Version. The minor version changes if new features are added. Minor version are included with basic iCare maintenance agreement The third one is the build. New build are released to fix program issues. Build updates are free Updating the package is very simple. Download the last package from the download tab on Imagicle web site. Stop SkyStone, and then install the package on the same folder. After the package installation, let SkyStone control Skype as explained in chapter 2.9. 2.17 Upgrading the Skype version You should never update the Skype version if not required. Please ignore any request made by Skype. 20 Note: the presence of Skype popups does not affect SkyStone functionality and performance. Just ignore them. To prevent unwanted Skype client updates, the Skype configuration tool copies the Skype executable to a different folder. It is possible that the original Skype updates itself automatically, while the Skype version used by SkyStone remains the same. You can verify the Skype version which SkyStone is running by clicking on the Maintenance tab. Should Imagicle Support Team ask you to upgrade your Skype, please follow this procedure. The same procedure applies to downgrades. 1. Stop SkyStone 2. Uninstall Skype form the control panel (“Remove programs”) 3. Install the new Skype version. Only Skype versions downloaded from Imagicle web site are supported 4. Complete the installation and close Skype 5. Run the Skype Configuration tool. It will ask you if you want to upgrade the Skype version used by SkyStone. Answer “Yes”. 6. Press “Save” then “Exit” 7. Run SkyStone and accept control from SkyStone for every Skype client 2.18 Configuration backup To backup SkyStone Video simply stop SkyStone and copy the contents of its installation folder. To restore SkyStone Video after a system crash, prepare the new server; copy the contest of the backup to a folder, run the setup package installing over that folder. The license will need to be activated again from the web site. 2.19 Integrated ACD and Skype Business accounts With SkyStone Video you can now use a single Skype account, i.e. your company account, to receive multiple concurrent calls from Skype or place multiple concurrent calls to Skype. 21 This way you can give access to your meeting room to multiple Skype users, with them being able to join just calling the Skype account you will define, the same for everyone. You can also place multiple concurrent calls to Skype using always the same Skype account, so Skype users receiving calls may also easily call back! The feature is already enabled and needs only you to configure the same Skype business account for more channels with the Skype configuration tool described earlier in this guide. Skype concurrent calls limit Effective from version 5.9.x, Skype enforces a limit to the number of instances of a Skype account logged in at the same time, regardless the device Skype is running on. This limit is 7. This affects SkyStone ACD. For example, let’s assume you activated a 8 channels license on one server and you created two Skype business accounts called Mycompany1 and MyCompany2. In the Skype configuration tool you could configure 4 times Mycompany1 and 4 times Mycompany2, or 7 times Mycompany1 and 1 time Mycompany2, but you cannot configure 8 times Mycompany1. This is not a SkyStone limitation. The limit is enforced on Skype network. Skype business account configuration Accordingly to Skype EULA, a Skype business account must be used in production with SkyStone Video. A business account is free and same as a standard account, with the difference that it has been joined to a Skype manager profile, so ready to be allocated credit for SkypeOUT calls (i.e. calls to landline phones). You can either add existing Skype accounts to a Skype manager portal or create new Skype accounts from the Skype manager portal, as described on Skype.com website. 1. Access the Skype Manager through http://manager.skype.com. To access, you can create a new account or use an existing one 2. Go to members section: 3. Click the “Add members” link. Here you can either create a new business account or join an existing Skype account to this profile and make this a business account 4. Add to the Skype manager profile as many Skype business accounts as needed for SkyStone Video (usually only one). Each account must be added only once. 5. For each account added to the group, Skype will send an invitation to the associated email address. Check the email and answer to the invitation to activate the business feature 2.20 Cluster configuration and activation SkyStone supports High Availability through cluster configuration. A group of SkyStone machine is called a cluster. Each machine in the cluster is called a node. SkyStone supports High Availability in Active/Active mode. That is, all the cluster nodes are active and receiving calls at the same time. For this reason, each node requires a separate license. The number of licensed concurrent calls on the cluster nodes can be different. For example you could have a machine running 4 Skype accounts and another one running 2 Skype accounts. You’ll have up to 6 concurrent calls. Limitations and requirements: The maximum number of nodes is 6 22 All the nodes must run the same SkyStone and Skype version. The nodes must have a static IPv4 address The nodes communicate through TCP-IP. No firewall must block TCP communication between the nodes. The TCP destination ports is: 9201 Cluster configuration for incoming calls To achieve high availability, you must use the same Skype account on different nodes. On each node, create a Skype To Voip rule which sends the call to the same destination. You have to configure the rules by logging on each server. This is what happens when a Skype account configured on a cluster on more than one node is called: - the call rings on all the Skype clients at the same time - the nodes communicate the number of free channels they have - a node will answer the call and the other will drop it - the selection of the answering node for the first call is random - for the next calls, the node that answered a call at the oldest time in the past is selected Configuration Example: On node 1, the MyAccount Skype accounts has been configured two times. On node 1 this Skype to Voip rule is configured: h323: MyAccount -> 192.168.100.100 On node 2, the MyAccount Skype accounts has been configured two times. On node 2 this Skype to Voip rule is configured: h323: MyAccount -> 192.168.100.100 Where 192.168.100.100 is the IP address of your company video telephony system or PBX. PBX / Videoconferencing configuration for outgoing calls High availability for outgoing calls is supported provided that your BPX or video conferencing system supports IP fallback. I.e. if it can send the call to a list of IP addresses. IP fallback could be also achieved through DNS configuration. How to setup a cluster Prepare the single noted independently. Setup the OS, install Skype and the package. Then test incoming and outgoing calls on each server while the other are shut down. When you are sure that each single node is behaving as expected, please contact Imagicle here: http://www.imagicle.com/en-us/Help A member of the support team will activate the cluster mode for you. Please keep the list of the IP addresses at hand. Cluster administration During the calls, the Monitor tab on each server shows the status and the number of the Skype accounts which are running on the cluster nodes. 23 SkyStone can be started and stopped independently on each node without service outage. The calls can be traced on the call log tab by logging on each server. 2.21 Upgrading from SkyStone 2011 If you want to upgrade a SkyStone 3.x or SkyStone 2011 installation, please keep in mind the following. License The upgrade can be free if you have a suitable and valid Maintenance Agreement. Please refer to the Support section of Imagicle web site for information on Maintenance plans. You can verify maintenance coverage by registering in the partner area of the web site. Unlock code The previous unlock code (Response String) is not compatible. You’ll have to generate a new Response String on Imagicle web site as described in the “activating the license” chapter. To generate a new Response string, a valid License code is required. In other words, you have to buy the upgrade license, then use it to unlock the product after the installation has been upgraded. Operating System Compatibility Please check on in this guide if the Operating System is still compatible. Preserving the old configuration The old configuration cannot be preserved. It must be re-created from scratch. Please write down the Skype account names and passwords, and export the old speed dial list. To export the speed dial list, log onto SkyStone 2011 web interface. Select “Rules”, the click on “Speed Dial Rules” on the menu bar. Then Click the “Export” button. 24 Select the semicolon as separator. Check the “export for Speedy” option and press “Run export”. Download the file to your PC. To load the Speed Dial list in SkyStone, copy it to the clipboard. Then select the “Voip To Skype” tab on the main Voip engine window. Click on “Speed Dials”. Right click the list and select “paste”. Invalid destinations will not be pasted. Skype accounts associated to existing called numbers will be replaced with the new ones. Skype Configuration You have to upgrade the Skype client from 3.5 or 4.2 to a supported version downloaded during the new SkyStone setup. Web interface / browser compatibility The new version has no web interface, so there are no browser compatibility issues. Web API for intranet integration The old web API is not compatible with SkyStone 2013. Please contact Imagicle to require an update. 25 3 Video conference and Telepresence Configuration SkyStone Video connects to video conferencing and telepresence environment as an H.323 or SIP endpoint: depending on the vendor to connect to, H.323 or SIP may be recommended. SkyStone does NOT register to gatekeeper or registrar and acts as a NOT registered trunk able to place and receive calls. 3.1 General configuration rules for incoming calls from Skype To dial from SkyStone to a Gatekeeper based video conference environment, just create an inbound rule as described in the SkyStone Video configuration section of this guide: AcmeIncSkype -> h323:1001@192.168.1.1 where 1001 is the endpoint or MCU room to be reached and 192.168.1.1 is the gatekeeper IP address/name. If you don’t have gatekeepers, you can directly create the rule to the IP address of the endpoint you want to connect to. 3.2 General rules for outgoing calls to Skype If you want to place calls from your video endpoint or MCU to Skype, you have to define a trunk on the Gatekeeper to SkyStone Video IP Address and define a pattern to use for dialing to Skype (es: 83). From an endpoint you can just dial the URI of the account you want to connect to, ex: 83john.smith If you don’t have gatekeepers, you can dial the URI from your endpoint together with the SkyStone IP Address. Depending on your endpoint it could be: 83john.smith@10.10.10.10 or 10.10.10.10##83john.smith 3.3 Cisco/Tandberg VCS specific configuration Basically SkyStone connects with H.323 to VCS (Skype to Tandberg) and receive SIP calls from VCS (Tandberg to Skype). On SkyStone to enable calls from Skype you need to create a Skype to Voip towards the primary VCS IP address. Outgoing Voip to Skype calls are already enabled. For this configuration, it is immaterial if it is a VCS Control or a VCS Expressway. Click on the VCS Configuration, Protocols, SIP and configure as shown below (this is default configuration, just make sure it looks like this): 26 Then, go to VCS Configuration -> Zones and click “New”. Configure as shown below: For Name enter descriptive name Peer 1 Address is the IP address of SkyStone Video server 27 Create a new Search Rule to send calls to Skype. Go to VCS Configuration > Dial Plan -> Search rules, and click New. 28 Now, set up a search rule to strip IP of VCS from incoming calls from Skype. Please think through what this might do to other rules (this is very important in deployments with ISDN gateways or other kinds of PSTN access). As a general rule, it would be wise to have the rule as narrow as possible. For instance, if you, only want to allow calls from Skype to numbers 1001-1009@<yourdomain>, please use “(100\d)@<IP of VCS>” as pattern string to avoid unforeseen effects of the rule. If you are not familiar with the use of regex, please confer with your certified Cisco TelePresence partner before applying this rule. 29 3.4 Cisco Unified Communications Manager Configuration SkyStone Video compatibility has been proven with CUCM 4.x and 5.x/6.x/7.x/8.x versions. Below is shown the sample configuration for CUCM 7.x: others have the same configuration. On the CUCM you have to create an H.323 trunk for SkyStone, by adding an H.323 gateway with SkyStone Video IP address, ex: 192.168.204.31 Fields to set are: Device name with the SkyStone Video server IP address Description Device Pool Calling Search Space for Call Routing Info – Inbound calls: set a CSS able to call every phone/device Please DO NOT Flag the Media Termination Point field. 30 Then Insert a Route Pattern with the pattern for calls to Skype through SkyStone from any Cisco phone (using 8! to follow the example). 31 4 Diagnostics and troubleshooting This section provides hints and procedures to check the system before and after the installation. 4.1 Before the installation Before running the setup, please check the following: Verify that the system is running on physical server. SkyStone Video won’t work on a virtual machine. Please double check the hardware requirements (especially CPU and Video Adapter) on Imagicle web site The Video Adapter must have at least 512 Mb ram, and support DirectX. Video drivers must be up to date. From Windows control panel, open the Device Manager, expand “Display Adapters”. If you see “Generic VGA”, the video drivers are missing. Install the latest drivers downloaded from the vendor’s web site Operating System setup The Skype client requires the Windows Audio service to be active. From the command prompt, run “services.msc”. Look for the “Windows Audio” service and make sure it is running. Setup the power profile so that the CPU is always working with full power, and hard disk is not put to sleep. From the Control Panel, search “Power Options” Check that all Windows Updates have been installed, excluding Skype. SkyStone works with specific versions of Skype. It will request to update Skype if needed. See the Application Installation section of the Administration Guide. SkyStone Video must run in a user session (the user must be logged in). This user must be a local administrator. You cannot use a domain account. If the user running SkyStone is a domain user, please add him to the local administrators. Windows defender must be completely disabled. It will be automatically disabled by SkyStone if it is not. Windows Firewall must be completely disabled. From the Control Panel, search “System and Security”. Select “Turn Windows Firewall on or off” and check that it is disabled for all network types. SkyStone Video performance can be affected from third party software or Windows Scheduled tasks running in background. For example, defragmenting the hard disk, performing backup, searching for virus. Please make sure those software are not running, or that are executed while SkyStone video is stopped Windows search can impair performance. If the system disk is slow, or if you are running more than 4 video channels, disabling the Windows Search service is recommended. From the command prompt, run “services.msc”. Look for the “Windows Search” service, right click on the name and select properties. Stop the service and choose “Startup type: Disabled”. 4.2 During the installation Please ensure you are installing the latest version available on Imagicle Web Site DO NOT RUN THE SETUP IN TERMINAL SERVER / RDP. Log in to the console instead. During the setup, SkyStone will make you download and install the right Skype For Desktop Client. If another version of Skype is installed, it must be uninstalled. Facebook and Live (Microsoft) accounts cannot be used as Skype Channels. 4.3 After the installation After the installation, you must open each client and accept the control from SkyStone. The procedure is detailed in the Application Installation section of the Administration Guide. Open the “Monitor” window on SkyStone main interface and count the number of available Skype channels. It must match the number of Skype icons in the system tray. DO NOT access the machine IN TERMINAL SERVER / RDP. VNC can be used, provided it is running as a service. UltraVNC is recommended. 32 Ensure that the Skype accounts used by SkyStone are not running on other devices. For example, you cannot make tests with your personal account. Create a new dedicated Skype account. Running the same account on more than one machine is allowed for cluster installations only. Check the number of concurrent calls allowed by the license. Run the License activation tool from the link on the desktop. If you run more than one copy of the same account, that account must be managed by a Skype Manager. See the Channel configuration paragraph in the Application Installation section of the Administration Guide. Configuration When you create a Skype to Voip rule, make sure you are using the recommended signaling protocol (SIP over UDP, SIP over TCP, H323). Please check the Imagicle SkyStone web page on Imagicle web site. If you want to place Voip to Skype calls by URI dialing, and you had to configure a prefix on the PBX, please ensure this prefix is stripped by SkyStone. Enter the prefix in the “Voip to Skype”-> URI Dial Prefix tab on the main SkyStone interface. Channel selection: we recommend to leave the default channel selection untouched, and add specific channel selection rules with higher priority. This way the Voip To Skype calls won’t fail if they do not match any rule. Basic tests Skype to Voip: create a Skype account, configure it as Skype Channel, create a Skype to Voip rule and place a Skype call from WINDOWS DESKTOP. You’ll verify video calls from mobile devices later. Voip To Skype: reserve a number range on your PBX for Speed Dials, add a new speed dial which falls in that range. Call a Skype account which is running on another PC (Windows Desktop must be tested first). URI dialing: place a call to a URI like this: sip:echo123@<skystone ip>. Enter the URI Dialing prefix if configured on SkyStone. 4.4 Troubleshooting procedures Voip To Skype: how to check the Called Number To make sure the PBX is sending the called number as expected, place the call and let it terminate. Then click the “Call log” tab on the main interface. Look for the last call and check the “called” column. Voip To Skype: how to check the called Skype account Place the call and let it terminate. Then click the “Call log” tab on the main interface. Look for the last call and check the “called” column. Voip To Skype: how to check the Caller ID for the channel selection Place the call and let it terminate. Then click the “Call log” tab on the main interface. Look for the last call and check the “remote” column. How to check the termination reason of the call Place the call and let it terminate. Then click the “Call log” tab on the main interface. Look for the last call and check the “termination reason” column. How to check if the maximum number of concurrent calls have been overcome To know if your system need a license upgrade, because you receive more calls that it can handle, click the “Call log” tab on the main interface. In the “Termination reason” column, look for “EndedByLocalCongestion”. How to check the audio and video streams statistics Place the call. While the call is still active, select the “Monitor” tab on SkyStone main interface. Right click on the channel name and select “Show statistics”. 33 How to collect the diagnostic information to be sent to Imagicle Support Team Open the SkyStone Configuration Tool by the link on the desktop. Click on the “troubleshooting” tab. Clean up the old log files by pressing the “Log Cleanup” button. Enable detailed logging and set the Media Engine log level to “Debug”. Place the call or repeat the test. Please refer to the previous section for the procedure. Collect the log files pressing the “Minimal” button. It will create a compressed file zip file. How to see the actual video received from the endpoint Open the SkyStone Configuration Tool by the link on the desktop. Click on the “Media settings” tab. Select “Settings”. In the Debug box, check “Show the video received from the MCU or endpoint. 4.5 Common Issues SkyStone or one of its components do not start 1. Some of the SkyStone processes are running in a different Windows session. This could happen if someone logged on the machine through terminal server. Restart the machine and log in console. 2. The Windows account which have been used to login is not a local administrator. Restart the machine and log is as a local administrator. 3. During a package update, you got errors replacing files which were in use Run the setup package again. If the files are still locked, uninstall SkyStone, restart the machine and run the setup again. Some of the Skype accounts are not able to log in 1. Skype username or password are incorrect Run the SkyStone configuration tool from the link on the desktop. Delete the Skype channel account. Add the Skype account again. If the problem persists, stop SkyStone. Run the Skype client. Enter the username and password. If the client is able to login, repeat the previous step. 2. You are using Facebook or Live (Microsoft) accounts as channels You can only use Skype accounts as channels. Run the configuration tool and remove the facebook or live accounts. Create standard Skype accounts and use them in the configurator. 3. The maximum number of concurrent instances of Skype have been overcome. Currently, the maximum number of instances of the same Skype account running at the same time on one or more machines is 15. It was 7 in the past, and it could change in the future. Do not configure more than 15 accounts. If you are running a cluster installation, count all the instances of the same account running on all the nodes. Also, make sure no other machine is running that Skype client. Calls abruptly terminate after 300 seconds 1. This is a limitation of the evaluation period Activate a license on the machine ad described in the Application Installation section of the Administration Guide 34 Skype to Voip calls cannot be established. In the call log the termination reason is EndedByHostOffline or EndedByUnreachable 1. The remote endpoint or MCU cannot be reached. Check your firewall configuration and network topology Completely disable any local firewall Place a test call towards an endpoint in the same subnet of SkyStone If you cannot open all the ports on the firewall for the SkyStone machine, launch SkyStone configuration tool from the link on the desktop. Click on the Network settings and adjust the signaling and RTP ports to match the firewall settings. See the Administration section of this guide If you assigned a public IP to the MCU or it is in WAN, try to configure a STUN server in the Network settings All Skype to Voip calls cannot be established. In the call log the termination reason is EndedByNoUser 1. The remote endpoint or MCU does not recognize the called number or called ID. Change the MCU configuration or try with another number. All Skype to Voip calls cannot be established (with other termination reasons) 1. No channel is available Check that all the configured Skype client are available in the main user interface on the “Monitor” tab. If they are not, accept control from SkyStone as described in the Installation Section of the Administration Guide. 2. The signaling protocol (SIP over UDP, SIP over TCP, H323) is not enabled on the remote endpoint or MCU. In the Skype to Voip rule, try to change the signaling protocol Activate the desired protocol on the remote MCU/endpoint 3. The MCU or PBX signaling port is not standard Edit the Skype To Voip rule so that SkyStone tries to reach the port configured on the endpoint 4. A firewall is blocking the call Check your firewall and network configuration. Completely disable any local firewall Place a call towards an endpoint in the same subnet of SkyStone 5. License is expired Check the license status by running the License Activation tool through the link on the desktop. Activate the license if needed 6. Audio codec configuration is wrong Open the configuration tool and check that the audio codecs match the ones configured on the remote endpoint Some PBX or MCU require you configure G711 even if you want to establish a g.729/g722 call. Try to repeat the call configuring the codecs in this order (top down): G729/g722, G711 a law, G711 u law All Voip to Skype calls cannot be established while Skype to Voip can 1. On the remote endpoint, you are dialing a speed dial which is not configured on SkyStone Add a speed dial to match the dialed number 2. You dial a Speed dial number, but the PBX is modifying the number or adding a prefix See “Voip To Skype: how to check the Called Number” in section 4.4 “Troubleshooting procedures” 3. The skype account configured in the Speed dial is misspelled or non-existing Try to directly call that account from a Skype client 35 To call Mind that facebook, live and Skype accounts are considered different even if they have the same name. For example, calling live:goofy23 is not the same as calling facebook:goofy23 or simply goofy23. URI Dialing calls fail 1. The called skype account is invalid or non-existing Try to directly call that account from a Skype client To call a facebook or live (Microsoft) account, replace the semicolon with a hash. E.g. facebook#goofy23@<skystone ip> SkypeOut calls fail 1. You dial a landline or mobile number, but the PBX is modifying the number or adding a prefix See “Voip To Skype: how to check the Called Number” in section 4.4 “Troubleshooting procedures” 2. You run out of Skype Credit Log on to Skype web site to check remaining credit. Add more credit if needed. 3. The number you are dialing is not a valid phone number Try to dial the number with a phone Some Skype to Voip calls fail 1. The maximum number of concurrent calls allowed by the license have been overcome In the main SkyStone interface, on the call log tab, check if the termination reason is “EndedByLocalCongestion”. Consider upgrading your license adding more channels 2. You configured multiple copies of the same Skype account as channels (ACD). Subsequent calls from may fail if they come in a very short time. This is normal. Wait a few seconds before repeating the call 3. You configured a SkyStone Cluster. Subsequent calls to the same channel may fail if they come in a very short time. This is normal. Wait a few seconds and repeat the call 4. Five or more calls arrive at the same time on the same channel This is normal. Wait a few seconds and repeat the call Some Voip to Skype calls fail 1. The maximum number of concurrent calls allowed by the license have been overcome In the main SkyStone interface, on the call log tab, check if the termination reason is “EndedByLocalCongestion”. Consider upgrading your license adding more channels After configuring channel selection, Voip to Skype calls fail 1. All the channels in the channel group are busy Edit the channel group and add more channels Check the number of concurrent calls allowed by your license 2. The MCU or PBX is sending a wrong called id. See “Voip To Skype: how to check the Caller ID” in section 4.4 “Troubleshooting procedures” Edit the channel selection rule to match the caller ID, or change the PBX / MCU configuration to send the expected caller ID 36 The call can be established, but there is no video 1. The license allows audio calls only Open the License Configuration Tool from the link on the desktop and activate a SkyStone Video license 2. Video calls are not enabled on the remote endpoint / MCU / Ipphone Double check the remote device configuration and enable video 3. The remote endpoint / MCU video codecs do not match SkyStone configuration In the remote endpoint / MCU configuration, check which codecs are enabled (h264/h263). Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Video tab. Select the desired codec. Try to activate a video codec at a time Try to activate all codecs in this order (top down): H264-0, H264-1, H264-Hi, H263 4. Video Resolution is not supported by the remote endpoint/MCU Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Settings tab. Try changing the resolution. One way video 1. You assigned a public IP to the MCU or it is in WAN Launch the SkyStone Configuration Tool from the link on the desktop. in the Network settings tab, configure a STUN server 2. The signaling protocol is h323 and the configured bandwidth for the call is too high or too low Launch the SkyStone Configuration Tool from the link on the desktop. in the Network settings tab, change the total call bandwidth. Try different settings. Retry the call in SIP, if supported by your MCU 3. Video Resolution is not supported by the remote endpoint/MCU or by SkyStone Enable the debug video to check the resolution of the received video (see section 4.4 “Troubleshooting procedures”). Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Settings tab. Try changing the resolution. Retry multiple times with different resolutions, adjusting the settings on the remote endpoint / MCU 4. The negotiated video codec in one direction is different from the other direction (asymmetric video codec) In the remote endpoint / MCU configuration, check which codecs are enabled (h264/h263). Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Video tab. Select the desired codec and remove the others. Try to activate a video codec at a time. Once you find a suitable codec, try changing the resolution and bandwidth. 5. You are calling from a mobile device, and the SkyStone channel account is not in your buddy list Add it to the contacts and try again Start the video manually on the mobile device Update the mobile Skype client to the latest version No video is sent from the Skype client 1. The SkyStone virtual video source (“video filter”) is not recognized by Skype and cannot be selected as video source in Skype video options Stop SkyStone. Backup the license (response string) and the configuration. Completely remove SkyStone. Reinstall the product. 37 No audio 1. Windows Audio Service is stopped. From the command prompt, run “services.msc”. Look for the “Windows Audio” service and make sure it is running. One way audio 1. The SkyStone virtual audio cable (“VAC”) is not recognized by Skype and cannot be selected as ringer in Skype audio options Stop SkyStone. Backup the license (response string) and the configuration. Completely remove SkyStone. Reinstall the product. When asked to install the driver, choose “Yes”. 2. You are logged in in terminal server / RDP Stop SkyStone. Log off. Log in in console. SkyStone will start automatically after one minute. Bad audio quality 1. The CPU load is too high Ensure the Video Adapter audio drivers are up to date Reduce the number of Skype clients 2. Some packets are lost Place a call. During the call, check networking real time statistics as described in section 4.4 “Troubleshooting procedures”. Try to call an endpoint on a different subnet. Put SkyStone in the same subnet of the endpoint/MCU Check the Network adapter. 3. You network is congested Use a networking diagnostic tool to check the health of your network The machine which runs SkyStone must be reserved to it (no third party software) 4. The called Skype party has low bandwidth Try calling a different Skype account on another device Try calling the same Skype account from a Skype client running on another PC on the SkyStone LAN Stop SkyStone. Connect a USB headset to the SkyStone machine. Run Skype and place a direct Skype to Skype call to check the audio quality 5. The called Skye account runs on a mobile device Ensure it is connected via wireless Update the Skype client on the remote device to the latest version 4.6 Video Quality Issues Jerky video 1. The CPU load is too high Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Video tab. Reduce FPS to 15 or less. Ensure the Video Adapter audio drivers are up to date Reduce the number of Skype clients 38 2. The video from the MCU/ remote endpoint is jerky (you can see this enabling debug video) Lower target bitrate on the MCU. Lower the video call resolution on the MCU. Slow video 1. The CPU load is too high Open SkyStone Configuration tool through the link on the desktop, select the Media Settings, Video tab. Reduce FPS to 15 or less. Reduce the number of concurrent calls Try with a lower resolution Select custom video settings and lower the maximum bitrate Artifacts (small squares on the video) 1. Some packets are lost Place a call. During the call, check networking real time statistics as described in section 4.4 “Troubleshooting procedures”. Try to call endpoint on a different subnet. Put SkyStone in the same subnet of the endpoint/MCU Check the Network adapter. 2. Video packets are too big (bigger than MTU) Selecting the h264-1 codec Place your calls in SIP 3. The remote endpoint / MCU is restrictive on bandwidth when using a specific signaling protocol If you are using SIP, try to place the call in h323 and vice versa 4. The PBX, endpoint or MCU bandwidth settings are too low Adjust the settings. Please refer to the vendor’s documentation Blurred video or low contrast 1. Bad video source quality If you are testing with a Skype client running on a PC, ensure you are using a Skype certified webcam. On the remote Skype client, Skype says there is not enough bandwidth 1. The firewall is lowering the available bandwidth Check and change your firewall settings 2. The remote Skype party is running on a mobile device Try to call an account running on a Windows PC 3. You network is congested Use a networking diagnostic tool to check the health of your network The machine which runs SkyStone must be reserved to it (no third party software) 39 40
