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June 2020 Revision MICROSOFT MANAGED MEETING ROOMS PORTAL GUIDE
June 2020 Revision
MICROSOFT MANAGED MEETING ROOMS PORTAL
GUIDE
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Contents Microsoft Managed Meeting Rooms Portal Guide (June 2020) ................................................................................. 2
Overview ..................................................................................................................................................................................... 2
Terminology ............................................................................................................................................................................... 2
Incidents View................................................................................................................................................................................ 3
Top Level Summary ............................................................................................................................................................ 3
Types of Incidents .................................................................................................................................................................... 5
Health Status of Device & Incidents ................................................................................................................................. 5
Incidents with Severity = “Warning” ............................................................................................................................ 6
“Pending Investigation” Incidents ................................................................................................................................. 7
“Assigned to Microsoft” Incidents ................................................................................................................................ 7
Rooms View .................................................................................................................................................................................... 9
Room: Healthy, Unhealthy, Disconnected ................................................................................................................. 9
Room Details: Status ....................................................................................................................................................... 10
Room: Incident History .................................................................................................................................................. 10
Room: Device details ...................................................................................................................................................... 11
Room: Activity ................................................................................................................................................................... 11
Access Control: Adding MMR Admin Roles in Service Portal .................................................................................. 13
FAQ ................................................................................................................................................................................................. 17
How often is the data refreshed? ............................................................................................................................... 17
Do you have 24x7 support? ......................................................................................................................................... 17
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Microsoft Managed Meeting Rooms Portal Guide (June 2020)
Overview The Managed Meeting Rooms Portal (“Rooms Portal”) is meant to provide a view of the health
of your meeting rooms. This portal is used for providing support to you as part of Meeting
Rooms Trial program. We are releasing a customer view of this portal for your visibility and
feedback. This is meant to facilitate your existing monitoring tools/practices.
The scope of the current release is:
View of Incidents
• Top issues affecting your rooms
• Actions you need to take to restore rooms to healthy status
• Issues that are being acted on/being investigated by Microsoft
View of Microsoft Teams Room Devices
• Snapshot of status at MTR device level
• Basic history, details for every device
This document provides an overview of the Managed Meeting Rooms Portal (Private Preview)
functionality for the current release.
Important Reminder:
• Please review this section and make sure that access to the portal is limited based
on your business needs.
Terminology
This is quick review of the frequently used terms in the portal. We would love to have feedback
if any of these terms do not make sense.
Term Meaning
Monitoring
Software Refers to the monitoring agent that is deployed in each of the
Microsoft Teams Room devices.
App App refers to the Microsoft Teams Room system app (regardless of
whether it uses Skype for Business or Microsoft Teams as the
collaboration service.
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Room/Device This refers to the certified Microsoft Teams Room system device.
Disconnected The Microsoft monitoring software deployed as part of Managed
Rooms pilot is disconnected from Managed Room cloud services.
We are not receiving telemetry about the device.
Healthy /
Unhealthy
If we detect abnormalities in device / peripheral, it will be shown as
unhealthy.
Incident This conveys an issue affecting meeting experiences of your end users
that needs action.
Misconfigured This conveys that the configuration detected does not seem correct /
commonly used.
Support Ticket This is an internal Microsoft tracking identifier with which we
track all communications / actions regarding an incident.
Incidents View This is an overview of the Incidents tab in your Managed Rooms Portal. This is the default home
page of the portal.
Top Level Summary
The top-level summary shows at a glance the issues affecting your rooms and what you
need to do, what Microsoft is doing about them:
# Explanation
1 Types of incidents affecting your rooms
2 NEED ACTION: These are items we need your intervention to resolve.
3 ASSIGNED TO MICROSOFT: These are items being investigated by Microsoft personnel.
4 These are items in queue to be investigated by Microsoft personnel.
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Incidents are expected to be in one of these 3 states:
• Need Action: Assigned to you to act on
• Assigned to Microsoft: Assigned to Microsoft for the next action
• Pending Investigation: Under investigation for next steps
Reviewing Incidents
The table below lists all the incidents that are currently active in your rooms. The ones that are
assigned to you are on the top – these are what you need to look at for next steps. In addition,
the ones assigned to Microsoft or pending investigation have details that you can use to
intervene.
If you click on any of items that have status “Needs action”, you will see additional details
about the incident.
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Types of Incidents
We have classified incidents into two broad severity buckets:
• Important – these are likely causing problems in meetings and should be taken
care of on priority.
• Warning – these are notifications to plan maintenance actions. If these are not taken
care of, then over time the rooms are more likely to hit an issue. Warnings are intended
to give you time to plan and orchestrate support.
A warning might transition to “Important” if not attended to for a while.
Health Status of Device & Incidents
Incidents which are classified as “Important” in severity will affect the health status of a
device. If there is at least one incident of Severity = “Important” associated with a device, it
will be classified as unhealthy device.
Incidents classified as “warning” severity do not affect the health status reported on a device.
However, if a device has warning level incidents associated with it, then it would be shown with
the health status of the device as follows.
Following are some of the types of incidents that you might see and the explanations for
each type. For each type, the action associated with the incident will be more specific
depending on the issue.
Incidents with Severity = “Important”
Type Explanation Display The display connected to the device does not appear to be healthy. Conference microphone, Conference speaker
The audio devices (microphone / speaker) seem to be misconfigured.
Camera The camera connected to the device does not appear to be healthy.
HDMI Ingest HDMI Ingest is not healthy.
Sign-In (Exchange) Microsoft Teams Room app accesses calendar information from
Exchange and any issue with sign-in success will be reported with
a sign-in incident.
Sign-In (Teams) Microsoft Teams Room app signs into the device and failure
to sign-in will be reported with this incident (if the customer is
using Teams).
Sign-In (Skype for Business)
Microsoft Teams Room app signs into the device and failure
to sign-in will be reported with this incident (if the customer is
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using Skype for Business)
Proximity Sensor Microsoft Teams Room app invites attendees to join a meeting if
they are in the proximity. Failures in this feature will be reported
under this incident.
Incidents with Severity = “Warning”
Type Explanation
App version The version of the Microsoft Teams Room App running on the
device is not current. Stale versions are known causes to
problems experienced by users.
OS version The version of Windows operating system running in the meeting room is no longer recommended.
Network This will be removed as a type of warning in the near term due to
additional work required after evaluation.
Responding to Incidents “Needs Action” Incidents
Incidents that have status set to “Needs Action” are assigned to you to take a corrective action.
Each such incident will have an action field with a recommended action from Microsoft as follows:
• If you have taken the action, then you can respond to this incident with your notes in the
Respond box and assign back to Microsoft by clicking on “Assign to Microsoft” before
posting.
• It is also possible that the notification is incorrect based on your review. In that case,
please provide that feedback and assign back to Microsoft.
• Finally, if you want to add a comment to provide additional context for your own
team or for Microsoft team, simply post the message without turning on “Assign to
Microsoft“.
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Note: It is very possible that due to your corrective action, the actual issue is addressed, and
things go back to normal. It is possible that Managed Rooms monitoring might detect that
things are back to normal and clear that incident of your list. In the above situation, you
might not get a chance to resolve the issue and assign it back to Microsoft. In a future release,
we will address this issue.
“Pending Investigation” Incidents
For the incidents under investigation, there will be a description field with information
about the incident, typical causes and resolutions which may be useful to resolve certain
issues in case it is important for you to act without delay.
“Assigned to Microsoft” Incidents
For the incidents assigned to Microsoft, the “Action” field will contain brief details about
corrective steps either planned or progressed. These steps might need collaboration with your
team and extended collaboration will be done through email/calls as needed. Once these issues
are resolved, they will disappear from the portal and in future, there will be history to track such
incidents and their resolution.
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Rooms View Each device is a proxy for a room and its connected peripherals. A healthy device represents a
healthy room and an unhealthy device represents a room likely causing problems during
meetings.
In addition to the Incidents view, Managed Rooms Portal will also provide a room health
overview, help troubleshooting with device details and understand repeated failures with
incident history.
Room: Healthy, Unhealthy, Disconnected
The top panel on the Rooms view provides a quick snapshot of how many of your devices are in
a good state(“Healthy”), how many are affected by issues(“Unhealthy”), how many are not
providing telemetry (“Disconnected”) and how many devices are suppressed from alerting (as
an override).
Rooms are being monitored for health using an evolving criteria and heuristics. The goal is to
reflect the reality of the user experience in the room as accurately as possible and make it
actionable.
Healthy / Unhealthy rooms:
Devices/peripherals which do not have any incidents of severity “Important” are meeting
current criteria for health are marked as healthy. However, it does not imply that there is a
room outage for every unhealthy device in the portal. The description and action part of the
incident contains more specific details about the issue and potential impact on user
experience.
Limitations of Monitoring Heuristics:
It is possible that telemetry is not able to detect all possible issues currently. Rooms that are
marked healthy might still experience a problem (false negatives). It is also possible that rooms
that are marked unhealthy are not causing actual problems. In both cases, such issues are great
candidates for feedback to Microsoft during this pilot.
Disconnected device:
The Microsoft monitoring agent deployed as part of Managed Rooms pilot is disconnected
from Managed Room cloud services. We are not receiving telemetry about the room and do
not have latest health status. This may happen due to network issues, firewall policy changes or
if there are changes made to the device image.
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Room Details: Status
The device Status tab provides a consolidated view of status of a device, all the issues active for
the device, the actions that are needed to resolve them or ongoing. Apart from that, the Status
tab also contains the breakdown of different components of health for the device under
Incidents tab. If a device is disconnected, Status details will not be available.
Room: Incident History
To see the incident history, click on each incident type. This meant to provide a view of
currently active incidents and history of these symptoms on the device. Repeated incidents
point usually to an unresolved underlying root cause.
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Room: Device details
The Room details tab provides helpful context about the device to help in troubleshooting. It is
meant to help with sending the right support experts to a room if needed, or to detect
patterns of repeated failure.
Room: Activity
The room activity tab is meant to provide visibility into any activity performed by the Managed
Rooms service on the device. Initially, it will show the logs collected from the device for audit
purposes. You can download these logs from the portal as well.
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Access Control: Adding MMR Admin Roles in Service Portal
1. Log in with your tenant user account to service portal 2. Navigate to the settings panel 3. You will see a new component for adding MMR Administrator role for MMR users for your tenant.
4. Clicking on the "MMR Administrator" text takes you to the following experience
5. You can click on "Add Member" link the experience to add the email address of the users you want to add
to this role. You must do this one user at a time
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Access Control for the Portal: Set Policy
Important: Please review this section and make sure that access to the portal is limited based
on your business needs.
1. Navigate to Azure Portal and click on Azure Active Directory
2. Select Enterprise Applications
3. Select FastTrack Rooms in the Application List
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4. Within FastTrack Rooms, go to the "Properties" tab, and check "User Assignment Required"
5. Navigate to “Users and Groups” to control access to the application. Currently, role
assignment is not relevant to the program and does NOT have any effect on user
privileges.
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FAQ How often is the data refreshed?
Data about devices is updated roughly every 5-10 minutes by our cloud services. You will need
to refresh the portal in order to get fresh status. Incidents that are assigned to you goes through
investigation process and may take longer.
Do you have 24x7 support?
Yes.
