This sheet provides important information on what is needed to connect a video conferencing unit to Studio. The list of FAQs has been gathered from prospects/clients and internal employees.
How does the VCU connect to Studio?
There are two ways Studio can connect with a VCU device -- Studio can dial out to VCU (SIP endpoints only) and Studio can accept incoming VCU calls. It is recommended to check with the customer's IT team on their preferred method. Their IT team may have to make a rule for an external IP to allow the connection. Below are the IP addresses specific to VCU Connectivity.
IP Addresses for VCU:
When making the call into the Studio platform, each webcast will have a unique SIP address where the identifier will change (event key) each time but a standard format of eEVENTKEYsSHOWKEY@vc.onlinexperiences.com
For our test, input this address into VCU: eXXXXXsXXXXXX@vc.onlinexperiences.com. Note it is case sensitive & there is only one e in onlinexperiences. If it doesn’t connect on the first try, make sure to include a session description.
Is your VCU stream encrypted?
Studio can accept both encrypted and non-encrypted streams, through SIP or SIPs. The stream that gets sent out to the viewer from Studio is encrypted through https in transit.
Can Studio provide the IP for the incoming call?
Yes - each webcast will have a unique SIP address where the identifier will change (event key) each time but a standard format of eEVENTKEYsSHOWKEY@vc.onlinexperiences.com – for example, firstname.lastname@example.org. Note it is case sensitive & there is only one e in onlinexperiences. If it doesn’t connect on the first try, make sure to include a session description.
Does Studio block incoming or outbound calls?
No, Studio will not block valid calls made to or from the platform.
Does Studio use a video bridge?
No, Studio itself acts as a video gateway. There is no automatic speed matching that exists in video bridging technology, so it's very important to send the correct bitrate to match the setting in your webcast.
Can I connect more than one VCU?
Does Studio support VCUs that require pin codes?
No. The VCU cannot require a pin code.
Does Studio support H.323?
No, Studio does not currently support H.323. Studio only supports SIP(s).
How does the connection look for the presenters in the room (i.e. what will they see)?
Presenters will see anything coming through the Studio video panel. This includes themselves and other sources being streamed through the video window.
Will the customer network team need to be involved?
Not for the initial test. If there are issues on the first test only then should a network team get involved.
Prior to testing:
Every infrastructure is different and therefore gathering information prior to a test will help ensure success.
- Does your VCU system send and receive incoming and outgoing calls?
- Does your telepresence infrastructure support SIP endpoints? Studio does not support H.323.
- Is there a preferred method of connection – dialing out or accepting incoming calls?
What is the testing process?
A Studio webcast should be created to test the VCU connection.
Option 1: Provide a unique SIP address to the client.
Each webcast will have a unique SIP address where the identifier will change (event key) each time but a standard format of eEVENTKEYsSHOWKEY@vc.onlinexperiences.com.
The SIP address can be found in the Overview Page under Diagnostic Information. Example: email@example.com.
The client should enter the unique SIP into their device. SE will accept the call from the presenter console.
Option 2: Add VCU Source and dial out from Studio to the client device.
Client VCU call not coming into Studio
- Ensure the client used lowercase e / s and only one e in
- Make sure they include a session description
- Still not working? The client IT team may have to make a rule for an external IP to allow the connection or firewall/network
- See if the client can provide connection logs from their VCU for further research purposes from our team.
The connection was made but dropped after 15 seconds, what does this mean? This is originating from the client’s network.
- If the client’s network only supports calls in one direction this is an indication of routing issues
- Does the client utilize Cisco? If so, the most common cause is a routing issue with the telepresence infrastructure. The client should reach out to their Cisco rep. to review.
No Connection was made when Studio dialed out to VCU
- Check the SIP address was correctly entered. All calls require sip: (lowercase)
- If the client provides an IP address this is not supported, could indicate H.323.
- Verify that client has IP addresses whitelisted. The client’s IT team may have to make a rule for an external IP to allow the connection or firewall/network
- Confirm client can accept incoming calls
- If the client’s device only works in one direction, are they using Polycom or cisco?
- Reach out to Solutions for session logs
Try the other connectivity option (i.e. if you dialed out from Studio have the client try dialing from VCU)