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Diagnose Presence Problems
If after integration your Lync 2013 client does not display presence for RealPresence DMA system VMRs
when you enable automatic contact creation and presence publishing, use the following points to begin
troubleshooting.
● Check for any active system alerts
The description of any active system alerts can indicate potential issues with integration. See the
online help or the Polycom RealPresence DMA 7000 System Operations Guide for a description of
the alert text.
● Verify NTP Lync server and RealPresence DMA system use the same NTP source
If the system time differs slightly between the RealPresence DMA system and the Lync server, the
Lync server can reject contact creation attempts. See the Admin > Local Cluster > Time Settings
page to configure NTP servers.
● Ensure supported MCUs are in service with available ports
See the Network > MCU > MCUs page for an overview of MCU status.
● Ensure that the Publish presence for Polycom conference contacts check box is enabled
This setting, on the Admin > Conference Manager > Conference Settings page, controls
system-wide presence publishing for conference contacts.
Microsoft Exchange Server Integration
On the Microsoft Exchange Server page, you can integrate the Polycom RealPresence DMA system with
your Microsoft Exchange Server, enabling users who install the Polycom Conferencing Add-in for Microsoft
Outlook to set up Polycom Conferencing meetings in Outlook.
When you integrate the RealPresence DMA system with an Exchange server, it connects to the Exchange
server as the Polycom Conferencing user and subscribes to notifications. The Exchange server notifies the
RealPresence DMA system as soon as a meeting invitation (or other mail) arrives in the Polycom
Conferencing user inbox. It also sends heartbeat messages to verify that the subscription is working.
If the RealPresence DMA system fails to receive a heartbeat or other notification for 30 seconds, it begins
checking its inbox every four minutes for new messages, and also attempts to reestablish the subscription
(push connection) each time.
As with other Outlook meeting requests, the meeting organizer invites attendees and specifies where and
when to meet. “Where” in this case is a conference room, or virtual meeting room (VMR), on the
RealPresence DMA system. The VMR number is generated by the add-in.
The invitees may include conference-room-based Polycom HDX systems as well as users with Polycom
HDX personal conferencing endpoints. Polycom HDX systems monitor an Exchange mailbox (either their
own or a linked user’s) for Polycom Conferencing meeting invitations.
Invitees with a desktop conferencing client (Microsoft Office Communicator, Polycom m100, or Polycom
CMA Desktop) can join the meeting by clicking a link in the Outlook reminder or calendar. Invitees with a
Polycom HDX endpoint can join by clicking a link on the HDX system’s reminder.
The add-in also sends Polycom Conferencing meeting invitations to a Polycom Conferencing user mailbox
on the Exchange server. The RealPresence DMA system accepts or declines these invitations. A meeting
invitation is declined if:
● The VMR number is in use by any other conference room (calendared, enterprise, or custom).