cowork & hub management - how medusahow.medusabusiness.com/wp-content/uploads/2016/01/sharemaker...

Cowork & Hub Management

July 2013 - 1.1

2 | (c) Phoenix Broadband

Contents Operating Medusa .................................................................................................................................................................................................................................. 4

Getting Started with Medusa ...................................................................................................................................................................................................... 4

What Else Do I Need?............................................................................................................................................................................................................................. 5

Getting Support ........................................................................................................................................................................................................................................ 5

Common Procedures for Location Staff .......................................................................................................................................................................................... 6

Site Infrastructure & Getting Connected ........................................................................................................................................................................................ 7

Understanding your infrastructure ........................................................................................................................................................................................... 8

Making WiFi Connections ............................................................................................................................................................................................................ 9

Making Wired Connections - Patching ................................................................................................................................................................................. 10

People and their Devices .................................................................................................................................................................................................................... 13

What are ‘People’? ........................................................................................................................................................................................................................ 13

Add Member ................................................................................................................................................................................................................................... 14

Manage all People Accounts ..................................................................................................................................................................................................... 15

Add Visitor or Meeting ................................................................................................................................................................................................................ 16

Plan & Manage Meetings .......................................................................................................................................................................................................... 17

Self Registration by Guests or Events .................................................................................................................................................................................... 18

Companies ................................................................................................................................................................................................................................................ 19

What are Companies? .................................................................................................................................................................................................................. 19

3 | (c) Phoenix Broadband

Company Management .............................................................................................................................................................................................................. 20

Member Accounting ............................................................................................................................................................................................................................. 21

Major Accounting Factors .......................................................................................................................................................................................................... 21

Informal Accounting ..................................................................................................................................................................................................................... 22

Diagnostics and Issues ......................................................................................................................................................................................................................... 23

System & Internet Tests .............................................................................................................................................................................................................. 24

Device Connection Issues ........................................................................................................................................................................................................... 26

Member Issues ............................................................................................................................................................................................................................... 27

Appendices ............................................................................................................................................................................................................................................... 29

Operating Medusa

Getting Started with Medusa

Your Medusa is controlled mainly via a web user interface

which gives you control over all aspects of your infrastructure.

Getting Access

You will be provided with a URL for the interface that reads

something like: https:://yoursite.medusaserver.com

You will see a login screen – you can use either your email

address and password or your username and password for

access.

Other Access Methods

Some limited functions are available via a web gadget and

APP called IMAPP2. Please ask to be set up.

Navigation

There are 3 main sections:

BUSINESS – where use of the infrastructure is analysed and

bills created;

MANAGER – where changes are made

ENGINEER – access to the OldUI and advanced functions.

Below these levels are tabs and sub-tabs. Work downwards in

order.

We format navigation of the tabs and subtabs like this:

Manager Company Status

Changes and the Commit button

When you make a change you usually have to Commit the

change. If you forget you will be reminded and if you change

your mind you can cancel. If you refresh the screen before

pressing Commit you will lose all changes.

Who did what?

All changes are recorded against the operator and can be

seen in the Review tabs and elsewhere.

Backups

Your system is backup each night top our online servers. You

have nothing to do.

Help

There is a Help tab at the top of major menus.

Feedback

If you have an idea or improvement to communicate, please

use the FEEDBACK icon on the right. Remember to add you

contact details. This is not support – we will only contact you if

we need clarification.

5 What Else Do I Need? | (c) Phoenix Broadband

What Else Do I Need?

In order to run your location you need a few other things.

Service Menu

You need a list of services and charges, and assistance in

configuring Medusa to deliver and record these. If you use

Medusa’s Companies resources then ether will be service

plans to set up.

Policies

There are various formal and informal policies required.

Formal policies include an Acceptable Use Policy governing

customer use of the system and the Internet (we have samples

available). Also you need T&Cs or Terms & Conditions for

services.

Online Booking Services, Portals and Management Software

You will find that you need additional software and services to

raise invoices or manage meeting rooms etc.

Integration

Medusa has an API and can integrate with 3rd party software.

Approved and Trained Staff with Authorities

These people need accounts on Medusa on the system. If you

wish to limit access to certain functions for some staff, then

consult the RBAC facility - Roles & Users.

Getting Support

Your supplier is your first line of support. Please ensure you

have their telephone and email address handy.

Other resources will be found in the Review tabs.

6 Common Procedures for Location Staff | (c) Phoenix Broadband

Common Procedures for Location

Staff

Members

1

Guests & Meetings

2

Companies

3

Customer Management and Accounting

4

Site Infrastructure & Getting Connected

5

Site Management

6

Diagnostics

7

Awaiting content

7 Site Infrastructure & Getting Connected | (c) Phoenix Broadband

Site Infrastructure & Getting

Connected

The Site Infrastructure

Medusa ShareMaker controls

everything

Routers connect to the Internet

Switches create Company Networks

under Medusa Control...

...and WiFi translates wired to wireless

Everyone is in a room, however large

A Company is a secured network of

devices within one organisation

Members, Meetings and Hub spaces

are the People users and have a

network for independent individuals.

Access is by timed accounts and per

device

A utility network allows everyone to

print, fax, and scan to shared multi-

function devices

Admin network is for staff and has

special privileges.


Understanding your infrastructure

The diagram below shows the principle components of your

infrastructure. The job of the infrastructure is to connect

customers’ devices to the Internet, shared resources, and, if in

a company, to each other.

Locate and identify your components

You need to know where everything is and how it is accessed,

managed, and if necessary switched on and off.

Keep everyone secure

Using the right connection, whether wired or WiFi, is essential

for security.

Two types of connection

Users connect on either wired or wireless connections.

Wired is faster and more reliable, but need a cable.

WiFi connections are mobile but need more security and

are more difficult to manage.

Laptops are a special case – they have both wired and WiFi

connections and if used by members who want both

connections active then you need to allocate 2 device

accounts for 1 laptop.


Making WiFi Connections

Who Uses WiFi?

Normally all the individuals with People accounts have a WiFi

network of their own. In addition, some companies may have

their own WiFi network, which is called an ‘SSID’.

Larger locations may use Medusa Roaming Accounts – these

are documented elsewhere.

What WiFi networks do you have?

If Medusa APs are in use, the networks available are

documented on the old Medusa screens (under Engineering,

go Patchless Admin, Administer WAP).

Dual Band or Single Band?

There are two bands available for public WiFI: 5GHz (new) and

2.4GHz (old). By preference, customers should use the 5GHz

band as this gives 8x the available bandwidth of 2.4Ghz, and

suffers less interference.

Only recent technology uses the 5GHz band. Owners of older

devices (e.g. iPhone 4S and older) will only

The WiFi Connection Process

User turns on their WiFi and seek out the available Networks

(SSIDs).

Connect to network required.

Enter passphrase.

Save network and select “connect automatically”.

Issue this information for WiFi Connections

Bands Let user know if there is a 5GHz SSID

available and recommend they use it if

they can detect it.

SSID Let the User known which network or

networks they can use.

Passphrase If secured, the SSID will request a

passphrase. If you don’t know these, the

table above has them (if the table is

used).

Unsecured networks do not ask for an

SSID.

Connect

Automatically

User should select this if offered.


Making Wired Connections - Patching

What is a Patch?

This is a connection between a floor port in a room and a

switch port, and then assigning the switch port to a company

or a Members network.

Are you Patchless?

If your location is pre-patched then you don’t need to follow

these procedures as the work has already been done.

A Patchless site will already have cables in place so you just

need to check the details.

Has this been done before?

Usually cables are in place and you have nothing to do. Follow

the procedure below and only patch if you need a new wired

connection.

Check and Patch Procedure

All in the Manager section of Medusa:

Resources, Wired, Room-View will tell you who occupies a

room and which floor drops are assigned.

You can ‘add new drops’ within a room here, but if you do

they will need Patching

Company, Deployment, Assign Rooms is used only when

you want add or remove a room from a company (ie when it

moves, joins or leaves.


Company, Deployment, Patch Room is where you make

patches happen linking new floor drops to spare switch ports.

1. Select the room and select the switch.

2. Select the drop in the room you want, and an available

switch port

3. Click + MAKE PATCH

Check in the table below

Finally…..

You must apply VLAN UPDATES

Collect this information when patching

Company or

Member

You need this to select the right network

Room Record the name of the room.

If you need to assign a new room – see

the Room Assign process

Floor ports to

be connected

Get the numbers, e.g. 22, 11/3

Switch and

Switch ports

to patch to

Switches are labeled Sw1-1, 1-2 etc

Ports are numbered 1-

13 People and their Devices | (c) Phoenix Broadband

People and their Devices

What are ‘People’?

Individuals are called People and they are secure from

everyone else in the property. These users can only access the

Internet and common resources.

Every individual registers a device or devices using device

accounts that you generate. A device may be a laptop, phone,

tablet or printer.

An account, once registered to a device, cannot be moved to

another device. Registration only occurs once.

Accounts are only valid for a specified duration or a time

period, after which the individual sees the registration screen

again.

The function of a device account is to track the individual’s

time and usage on the premises, limited by regards for

personal privacy.

In the Business section, admin users can see records of use for

People, create bills, and drill down on behaviour. They can also

see who is currently connected.

People Types

You can add different types of accounts

Duration Accounts (eg 1 hour, 10 days etc.)

Diary Accounts (eg 21-Jul to 23-Jul)

Self-Registered Accounts

People Accounts can be added by several

mechanisms

By the New UI interface

Management>People>Create_Device_Accounts

By the Old UI (Engineering) interface (Suite

Management/Hotdesks)

By the APPs and Gadgets

By integration with 3rd party software

By the MultiGateway GUEST account

People Accounts can be classified for accounting

and control:

Members

Visitors

Meetings

Personal


Add Member

Members are individuals who have regular of permanent

access to the workspace.

Step Add Members

1 Gather information that you need

2 Go to Medusa Manager-People-Create_Devices, or

use IMAPP for a quick entry

Be sure to enter the Type of Account information

Option If any device is wired, follow WIRED procedures

3 Issue information to customer

Account information

Wired & WiFi connection information

T&Cs and contractual information

4 Do the accounting. Record the contact against the

account information above so you can find it again

What Information do I need?

Identity

Fullname , or use an email address for more accuracy

Create a simple Username and Password with no

capitals and no spaces (using a-z and 0-9). Remember

the customer has top type this.

Type of Account

Based on what has been sold enter Member or

Personal

Duration

Note your choice will affect billing – be consistent

Set a duration in HOURS, DAYS or MONTHS

Set a diary account from STARTDATE to ENDATE

Devices & Bandwidth

Decide how many and enter in “copies”

Remember Laptops can have both wired and WiFi

connections

Standard bandwidth by default – check for High

Bandwidth

Assignment

If you wish to assign the account to an existing

company on eth system, use this drop down box.


Manage all People Accounts

Because Member accounts expire, there are several

management tasks to attend to.

Medusa Manage - People – CurrentDevices

Is account

valid and in

use?

Check the Status column. The Activated

and Expiry columns give you the dates

device is valid. See diagnostics for more

info.

Stop device

temporarily

Click the Revoke check box, then

Commit

Delete device Click the Delete check box for device and

then Commit.

Make sure you have the right device.

Change device

registered to

account

Click Revalidate and then Commit. This is

the same as making a fresh account AND

removes the registration for the previous

device.

Restart

account from

beginning

Click Restart an then Commit

How do I do this?

Finding your requested device

There are several filters on the page to make display more

manageable, e.g.:

Expired check box will display only expired accounts,

ditto Unused or Revoked.

Enter the start of username into Select users and hit

return. Table will be shortened. Hit ‘Clear’ to reset.

Type of Account will restrict to members, Meetings etc.

Sort Table

Click on a header in the table to sort

Devices Type

If Medusa recognizes the device hardware it will put

the name in this column.


Add Visitor or Meeting

Visitors and meeting guests are temporary users who may visit

only once. They are treated and accounted for differently.

Step Add Visitor or Meeting

1 Gather information that you need

2 Go to Medusa Manager-People-Create_Devices,

or use IMAPP for a quick entry

Be sure to enter the Type of Account information

as VISITOR or MEETING

Option If any device is wired, you can use any Member

connection. Check also that Meetings rooms are

allocated to Members.

3 Issue information to customer

Account information

Wired & WiFi connection information

4 Do the accounting. Record the contact against the

account information above so you can find it again


Identity of Visitor

Fullname , or use an email address for more accuracy

Create a simple Username and Password with no

capitals and no spaces (using a-z and 0-9). Remember

the customer has top type this.

Type of Account

Based on what has been sold enter: Visitor, Meeting

Duration

Set a duration in HOURS, DAYS or MONTHS

Set a diary account from STARTDATE to ENDATE

Devices & Bandwidth

Decide how many and enter in “copies”

Standard bandwidth by default – check for High

Bandwidth

Assignment

If you wish to assign the account to an existing

company on eth system, use this drop down box.


Plan & Manage Meetings

There may be extra steps to consider when planning meetings

for customers.

Step Meeting Management

1 Planning Ahead - Check the default arrangement is

OK:

Members shouldn’t need to do anything

For meeting Guests, issue ‘Meeting’ accounts as you

do for normal Guest procedures.

OR You can use stock Guest accounts but be sure to

manage them.

OR If you have enabled Self-Registration then guests

can set themselves up.

2 Tidy Up Medusa after Meeting

Remember to delete guest accounts, or if using

stock accounts, you can “Revalidate” them (see

Manage Member).


Planning for ‘Meeting’ accounts

Don’t forget to estimate how many device accounts the

meeting guests will need.

Identity

You may not know the attendees – you can ask and enter

Meeting accounts by name, or you can just do ‘Guest of XXX’

in the Full Name field. Traceability is important.

Using Stock Accounts

Some operators prefer to create a stock of Guest accounts (eg

20 accounts all called “guest”), and recycle these.

Using HouseKeeping

If you use stock accounts a lot, there is a facility called

Housekeeping that will tidy them up for you.

Wired connections in the Meeting Room – Using ‘Rooms’

Meeting rooms should be set up as a ’room’ on Medusa.

Normally this is part of the Members network.

There are rare times when the Meeting needs a network,

that is, all the attendees devices can network together. To

do this you move the meeting room on Medusa. Follow the

Move Room procedure.


Self Registration by Guests or Events

If you have a lot of visitors, or have an event planned, then

Self-Registration may reduce your workload.

Step Self-Registration

1 Planning Ahead

MultiGateway needs to be chosen as your Medusa’s

People gateway

You can customize MultiGateway in various ways.

See the MultiGateway procedure.

2 Publicize “Getting Connected” information.

3 Track who is connected

4 Tidy Up Medusa after Meeting

Remember to delete guest accounts.

There are options with MultiGateway to set a fixed

username so that it is easy for the Housekeeping

function to delete any accounts created this way.


No Information is required in this case.

Enabling MultiGateway

You will need assistance from your support desk to change to

MultiGateway. Read the Manual and see if this is for you.

What the Guest Sees

When accessing the Internet, the guest will see the left hand

screen. When they select GUEST they see the right hand

screen. They Click Connect and they are online.

19 Companies | (c) Phoenix Broadband

Companies

What are Companies?

A company is a network of devices. It is also a unit for billing,

administration and operation. That means all changes apply, in

the main, to everyone in the company.

The Company Network

The main reason for a company is to create a network.

Networks are secure from all other users in the location. A

standard network can have 250 wired and wifi devices.

Adding Devices

Company users do not need a username. They can just plug in

or connect to their own WiFi network if you have created one

for them.

Service Plans

A Service Plan controls performance and usage. The plan can

set the maximum bandwidth of the company or even

guarantee the bandwidth. Likewise the plan allocates a volume

quota which can be used for billing purposes.

Companies share plans, so only need one or two shared plans

for all companies, unless a company has a specific plan of

their own.

Benefits of being a company

Own secure network

Own IP range with DHCP

Public IP options

Service plan benefits

Option of guaranteed bandwidth.

Many advanced network options and diagnostics

Company Security and Open Plan

If a company is not in a lockable office, then other people can

potentially access the company network. This might be a

security threat for some companies, and must be considered.

Customer and Special Networks

The Members network (aka Hotdesk), and Utilities network are

Special Networks. Click the appropriate radio button to view

these.

20 Companies | (c) Phoenix Broadband

Company Management

This is a shortened Company Management section – there is a

full manual for this elsewhere.

Details

Use this to update the details of the company. Ignore

passwords & usernames for now.

You can view configuration reports.

Archive is a special function that retires the company,

archives log data, and releases resources.

Status

Under Status you can

Deactivate Internet Access

Check live bandwidth used by the company

See traffic graphs of historical usage

See which devices are connected

History

View recent changes and administrators notes.

Deployment-Service Plan

View and change plan used to manage the performance of the

company.

Deployment-Network

View the switch and room drop information and see which

wired connections are connected.

This is a fairly advanced tab.

Deployment-LAN

The local IP settings for the company.

Deployment-Public IP

Assign and set rules for public IPs mapped to a company for

their use.

Deployment-Assign Room

See Patching

Deployment-Patch Room

See Patching

People and Devices

Advanced use only

21 Member Accounting | (c) Phoenix Broadband

Member Accounting

There are two types of accounting for members. One is

informal, a check on their usage and presence, the other is

formal in the form of a monthly account.

Major Accounting Factors

We need to account for various elements of a user account

and the activity of the customer.

Duration accounts have their own charge rate: Hour, Day,

Month

Presence measures the number of hours on location

Type of account can have different rates (Visitor,

Member, Meeting, Personal, Other)

High Bandwidth can have a fixed or percentage premium

on the standard account.

We can also record time of day or day of week but there are

no separate rates for these yet.

Diary Accounts

These are a special case, As they have the start and end times

fixed, they do not have charge rates and so are measured by

presence.

Presence Accounting

For presence accounting (time on site, or dates on site), it is

best to select a nominated device (like a laptop)

Converting a Membership plan to Formal Accounting

The Business, People-billing section is where you set rates for

formal monthly or period billing.

Note that Presence (hours on site) and duration accounting

are independent, and a calculation for each is made.

Note: Volume data 1 GByte = 1000 MBytes

Tasks Monthly Activity

Billing Run People-Billing to calculate formal

charges

Hours of

Use

Check Presence hours on site

In Use? Check for unused accounts in period

Volume

check

Who are the heaviest users in period

22 Member Accounting | (c) Phoenix Broadband

Informal Accounting

Go to Business, People for informal checking.

You can select the type of account to view.

Check the summary for unused and expired accounts.

Select Users

You can select or filter by user name or part of their name.

User Account Summary

You can sort the table to find the user’s device with most

hours or highest data volume.

Device Account Table

You can filter down to view details on all devices and accounts

Presence Table

To see the times and dates of attendance select a user.

Pay attention to the Device column and the MAC address

(formatted like 00:ab:89:df:34:8f ).

23 Diagnostics and Issues | (c) Phoenix Broadband

Diagnostics and Issues

What are Diagnostics?

Sometimes you need to ascertain if anything is wrong, and if

so, where. A diagnostic is a test that you run to gain

additional information.

How are these run?

Just follow the procedures below and note the results.

Sometimes we will suggest the next course of action based on

the results. If you can try these, then you will save some time.

There are different types of results.

It’s important to understand what you have discovered:

Something has stopped working or isn’t working as it

should;

Something is working as configured but possibly the

settings should be changed;

Something is working as intended and the cause for

concern is elsewhere;

The problem may be intermittent and retests are

necessary.

Escalation

Everyone who accesses Medusa should have an escalation

available to them. That will either be someone in your own

organization with the training or skills to investigate, or it will

be an external helpdesk.

In all cases provide as much information as possible when

escalating – it will save other people time discovering facts

that you already know.


System & Internet Tests

When everything stops, what’s wrong?

If everything appears to have stopped, it is usually the

Internet. However if you want to be sure there are some easy

tests for Medusa which your helpdesk will find useful.

Can you access the Medusa screens from your normal PC,

or from IMAPP2 app on your phone?

If so, then start checking the Internet. If not, then consider

calling the helpdesk.

Is the Internet working (at all)?

1. Quick test – try accessing a website you know just in case

it’s a customer issue. Ask other customers.

2. If you know how to do a Ping Test, run that now (see

elsewhere).

3. If you suspect an Internet circuit, on Medusa, go to

Manager:Resources:Other:Circuits and see if the circuit

lights are green under Enabled.

If the router lights are green this means the router is

responding as well.

4. If you have multiple circuits you may see 2 or more entries

on Medusa. In this case you may have some customers

working and some not.

Possible Actions

If you know the circuit is and ADSL or FTTC type, then you

can try ‘rebooting’ the router (Medusa may have already

tried this for itself. Do not do this on leased lines.

Find the router in the comms room and power it down,

count to 10, then power it up. Watch it for 3 minutes or so

and see which lights come back on. If the Internet still


doesn’t work, it is useful to let your helpdesk know what

lights you saw.

If there are no lights then check the power lead is still

connected else the router is dead.

It’s unlikely but the cabling may have come loose. Trace

the cables

Otherwise escalate to support.

Is the Internet Working Properly?

1. Status –> Interface Monitor

The easiest way to test this is from the Medusa Home

page find the STATUS button at the bottom. This will show

you the live traffic through Medusa for the Internet (WAN)

circuits at the top and for individual companies below.

Green is upload (sent to Internet), Red is download

(received from Internet).

You are looking to see if the circuit is reaching its

maximum values (‘maxed out’).

2. Speed Tests from web browsers

There are online sites that can generate traffic and

produce a figure for upload and download bandwidth.

However, note two limitations. 1) These tests can only tell

you the spare capacity left. 2) Service Plans on Medusa

may limit individual or company performance.

http://speedof.me/

http://www.speedtest.net

Possible Actions

If the Internet is slow but the Internet circuit is nowhere near

its max then you might need to ask for help. If you suspect a

company, look below.

Who is currently using the Internet?

3. Use the live traffic under the STATUS button as above.

Scroll down until you see active companies. Make sure you

read the Vertical scale properly when comparing

companies.

How has the Internet behaved today?

4. Go to Business Connectivity Traffic-graphs. Be sure to click

the grey buttons on the left to check each circuit in turn.

The top graph is the last 36 hours and the horizontal scale

is the time of day.

A gap, like above, indicate a break in use or the circuit was

offline.

http://speedof.me/

http://www.speedtest.net/


Device Connection Issues

Wired Connections

There are two levels to check if a wired connection is live given

below. However there are short cuts you may want to try.

If device belongs to a People Member, go to “Who is Online?”

below.

If device belongs to a Company, go to Manager, Company

(select company), Deployment, People& Devices and look for

device or mac address there (assuming this is known).

1. Is there a physical connection (often called a ‘Link Up’)?

This is most easily on the status bar of the computer itself

(Windows), or indicated by lights on the connector where

the Ethernet cable plugs into the laptop or computer.

You can also see these by looking up the floor port or

switch port on Medusa; either go:

Manager, Company (select Company or Members), then

Network

Or Manager, Resources, Wired, Switch View

2. Has the device connected logically?

Note – do not do this if you know device is behind

customer’s own router or firewall.

This requires an advanced test called IPCONFIG.

On a windows device do START-RUN and then put CMD in

the box.

You will see a black screen. Type IPCONFIG and return, and

the screen returns some information. Look for ETHERNET

adapter and you should see some IP addresses (IP

Addresses are 4 numbers separated by “.” as in 10.1.5.248

If you type IPCONFIG / RELEASE and then IPCONFIG /

RENEW. If this returns an answer within say 30 secs, then it

is likely that the device is logically connected as well.


Member Issues

Who is Online?

Go to Manager People Current-devices and sort table by

clicking Currently Connected:

Green lights mean currently connected.

Device stops working.

If a device has been working (as opposed to a device that has

never been connected) then ask customer for their Username

and the type of device that stopped working.

Check who is online now using above procedure.

3. Check Expiry to see if account has expired. You can Restart

in this row then press Commit at the bottom.

4. Check that a colleague hasn’t revoked the account.

5. Check the account and device still exists and hasn’t been

deleted

6. If no one is connected there might be a networking

problem.

If customer’s device shows as not currently connected then

you need to resolve a connection problem.

When was Customer’s device last online?

Sometimes you want to check that the time and date of last

connection.

Go to Business Customer People and select the Period you

need. Then find the User account in the search box. Click this

to select.

Then find the Presence tab, and when the data updates, sort

the DATE column to get the latest start date and duration.

29 Appendices | (c) Phoenix Broadband

Appendices

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