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Avaya IP Office Tech Workshop. © 2011 Avaya Inc. All rights reserved. 22 Agenda  Day-1:  System overview, prepare IPO Hardware  Software Installation.

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Presentation on theme: "Avaya IP Office Tech Workshop. © 2011 Avaya Inc. All rights reserved. 22 Agenda  Day-1:  System overview, prepare IPO Hardware  Software Installation."— Presentation transcript:

1 Avaya IP Office Tech Workshop

2 © 2011 Avaya Inc. All rights reserved. 22 Agenda  Day-1:  System overview, prepare IPO Hardware  Software Installation  Licenses  Users & Extensions  Programming Basics  Day-2:  User Applications  Hunt Groups  Trunks  Call Routing (Incoming Call Routes/Short Codes/ ARS)  IP Networking (H323 Trunk & SCN)  Tools  Day-3:  Embedded Voic  Auto Attendant  Voic Pro  Advanced Auto Attendant

3 © 2011 Avaya Inc. All rights reserved. 33 Checklist  IPOv2 Components as per client's BoQ (including SDCard, patch cords etc)  A Power Cord (for IPO control unit)  Admin/User DVD  Keycode File  A Flat Bed Screw Driver (for inserting cards)

4 © 2011 Avaya Inc. All rights reserved. 4 IP500v2 hardware

5 © 2011 Avaya Inc. All rights reserved. 55 IP Office 500v2 – overview  Modular, flexible platform –4 slots built-in –can connect to 8 expansion modules, or 12 when using 4-port expansion card  Supports classical and IP telephony: –Analog, digital and IP (SIP & H.323) sets –Analog, ISDN and SIP trunks  Optional software applications to increase user productivity and customer service 2 – 384 users

6 © 2011 Avaya Inc. All rights reserved. 6 IP500v2 – front & back  LAN IP: /  WAN IP: /

7 © 2011 Avaya Inc. All rights reserved. 7 Base/Daughter Cards: Base card with trunk card mounted:Insert base card in to Control Unit  Station Card is called Base Card.  Trunk Card is called Daughter Card.  Trunk card is mounted on top of Station card. (except Combo trunk card)

8 © 2011 Avaya Inc. All rights reserved. 8 IP Office 500v2 cards BASE AND DAUGHTER CARD OPTIONS  Range of interface modules: – Base cards 8 Port Digital Station (max. 3) 8 Port TCM (Norstar/BCM) 2 or 8 Port Phone Station 32 or 64 Channel VCM Module* (max. 2) 4 port expansion card (max. 1) – does not take daughter card  Trunk ‘Daughter cards’ fit on top of a base card in the same slot – 4 Port Analog Trunk Module – 2 or 4 Port BRI (4 or 8 channels) – Single or Dual PRI ( 8 channels per PRI enabled, other channels are licensed)  Combination cards (max 2) : – 6 Digital, 2 Phone, 10 VCM, 2 port BRI – 6 Digital, 2 Phone, 10 VCM, 4 port Analog Trunk  C110 Unified Communications module (max 1): – Linux server card with Preferred Edition, one-X Portal and IM/Mobility server - SD card for licensing, Embedded Voic and firmware/config files *IP phones also require an IP Endpoint license, 12 licenses included with VCM32/64

9 © 2011 Avaya Inc. All rights reserved. 99 Bus architecture TDM Bus Packet Bus DS ports POTS ports line ports Voice mail MoH Conference bridge IP ext IP line Digital phones Analog phones Analog / ISDN trunks IP hard/soft phones IP trunks

10 © 2011 Avaya Inc. All rights reserved. 10 Card port numbering Base card (extensions)Daughter card (trunks)

11 © 2011 Avaya Inc. All rights reserved. 11 IP Office 500 expansion modules  Choice of expansion modules: –DS 16, DS 30: provide 16 or 30 digital extensions –DS16A, DS30A:provide 16 or 30 BCM/Norstar extensions (RJ21) –Phone 16, Phone 30: provide 16 or 30 analog extensions –ATM16:provide 16 analog trunks  Max 8 connected through ports at the back of the IP500v2, additional 4 with the 4-port expansion base card

12 © 2011 Avaya Inc. All rights reserved. 12 System SD Card & Software Licensing  License Key (RFA) Code is a 32-Character String Based On: – unique serial number of dongle (10 digits) – feature / software being enabled  System SD card – fits directly on IP Office 500v2 – always required, also if no licenses are needed – has unique serial number (watermark)

13 © 2011 Avaya Inc. All rights reserved. 13 Application Trial License.  Enables applications for 60 days  Trial operates from license generation date  Trial Packages: –Advanced Edition, Preferred Edition, Multisite. –VMPro Additions: Voice Networking, TTS (1). –Power User (5), Teleworker (5): Mobile Worker (5), –Office Worker Profile (5), Receptionist (1) –CCR Supervisor(1) and Agent (5). –Avaya IP Endpoints (5). –3rd Party IP Endpoint (5). –SIP Trunk Channels (1).  Contact Store™ includes a 45 day trial facility.

14 © 2011 Avaya Inc. All rights reserved. 14 Software & programming basics

15 © 2011 Avaya Inc. All rights reserved. 15 IP Office Software  Downloadable from support.avaya.com  ADMIN CD: –Firmware files –Manager –Tools like SSA, Monitor  USER CD: –Phone Manager –TAPI –Softconsole  Other CDs for VM Pro, one-X Portal, CCR etc.  Regular Maintenance Releases

16 © 2011 Avaya Inc. All rights reserved. 16 IP Office Software – downloads on support.avaya.com

17 © 2011 Avaya Inc. All rights reserved. 17 IP Office Management Architecture ROM boot program FLASH (SD card) FIRMWARE ip500v2.bin FLASH (SD card) configuration config.cfg RAM configuration IP OFFICE MEMORY MANAGER PROGRAM IP  Activate changes: – merge – reboot Default IP: Standard login: Administrator/ Administrator

18 © 2011 Avaya Inc. All rights reserved. 18 SD card  /primary – Contains firmware files, music on hold files, license key files, config – This is the main set of files used by the IP Office system when booting up  /backup – Contains a copy of the primary folder at some previous point  /lvmail – the system prompts used by embedded voic . – /AAG folder: auto-attendant greetings  /doc – Contains initial installation documentation  /dynamic – Contains files used by the IP Office and retained through a reboot of the IP Office system – /lvmail: individual user and group mailbox messages, name recordings and announcements (15 hours max)  /temp – Temporary files, not retained through a reboot

19 © 2011 Avaya Inc. All rights reserved. 19 Boot process  IP Office looks for IP500v2.bin file using the following order: –1.System SD card /primary folder. –2.System SD card /backup folder. –3.Optional SD card /primary folder. –4.Optional SD card /backup folder. –If all fails, BOOTP is used –Config and other firmware files are used from the same folder –If system starts from a different folder than 1, this will result in an alarm. Config will be read-only.

20 © 2011 Avaya Inc. All rights reserved. 20 RESET / AUX buttons

21 © 2011 Avaya Inc. All rights reserved. 21 Configuration file – Calculator Tool Knowledge Base / Tools section  System Limits dependant on file size

22 © 2011 Avaya Inc. All rights reserved. 22 IPO Manager

23 © 2011 Avaya Inc. All rights reserved. 23 Manager Interface receive config send config

24 © 2011 Avaya Inc. All rights reserved. 24 Install IPO Manager  Install Admin/User DVD to load IPO Manager application to manage IP Office Login: User Name: Administrator Password: Administrator

25 © 2011 Avaya Inc. All rights reserved. 25 System Settings  Set system Locale to adjust trunk parameters  Set TFTP & HTTP Server IP to upgrade IP phone firmware Set Locale to adjust Trunk Parameters IPO address for IP phone firmware upgrade Name for Identification  System  System 

26 © 2011 Avaya Inc. All rights reserved. 26 LAN Settings  Default LAN1 IP:  DHCP is ON by default  System  LAN1  LAN Settings  LAN1 IP Address and Mask DHCP Pool

27 © 2011 Avaya Inc. All rights reserved. 27 LAN Settings  Option to lease IP to Avaya IP phones only  Up to 8 DHCP Pools can be added  System  LAN1  DHCP Pools  DHCP Pool Avaya IP Phones Only

28 © 2011 Avaya Inc. All rights reserved. 28 Default Configuration User Name:Administrator Password:Administrator LAN1: IP address – ; Mask – ; DHCP Server: Yes; Pool Size: 200 LAN2 / WAN: IP address – ; Mask – ; DHCP Server: Yes; Pool Size: 200 Default Starting Extension:201 onward Hunt Group:200; where first 10 users are the members Incoming Call Route:Voice calls are routed to hunt group 200 members Outgoing Call Route:Calls can be dialed out with out any prefix

29 © 2011 Avaya Inc. All rights reserved. 29 License – the 32-character key  License Key (RFA) Code is a 32-Character String Based On: – unique serial number of dongle (10 digits) – feature / software being enabled  IPOv2 Demo kit comes with Licenses available on a CD.

30 © 2011 Avaya Inc. All rights reserved. 30 License – the 32-character key  Tip: Copy Keys from.xls file and Paste in to License menu  License  License 

31 © 2011 Avaya Inc. All rights reserved. 31 Manager - directories  Config files (.cfg) and backup files (.BAK) automatically stored in Working Directory  Bin file directory used as source for upgrades through Manager

32 © 2011 Avaya Inc. All rights reserved. 32 IP Office Upgrades - online  Install new CD (ADMIN)  Upgrade through Upgrade Wizard or using SD card  Upgrades can be performed over the WAN Check to copy system files on to SDCard Shows version available on the PC. Must show 8.0.x

33 © 2011 Avaya Inc. All rights reserved. 33 IP Office Upgrades – using SD card  Upgrades can be done by copying all the required files to the SD card, and the rebooting the system  Possible methods: –Using System SD card locally on PC (quickest method!) –Shutdown System SD card and remove from system –Recreate the SD card from Manager (File -> Advanced -> Recreate SD card). –Insert the SD card in the IP Office and reboot the system –Upgrade from Optional SD card –Recreate the Optional SD card –From Embedded File Management, select File-> Upgrade Binaries to copy the files to the System SD card. The IP Office will be restarted automatically. –Using Manager / Embedded File Management –Select File -> Backup System –Select File -> Upload System Files

34 © 2011 Avaya Inc. All rights reserved. 34 Manager Audit Trail  Shows last 16 changes

35 © 2011 Avaya Inc. All rights reserved. 35 Security Settings – Manager Users & Passwords, secure communication with IPO  Several levels of access to manage the IPO configuration  Users & passwords are stored on IPO, separate from config  Can be changed using „security settings“ in Manager  Also allows setting password complexity and aging rules, as well as secure comms (TLS) to IPO Standard login: security / securitypwd

36 © 2011 Avaya Inc. All rights reserved. 36 Ebedded File Management  View and manage files stored on the SD Card

37 © 2011 Avaya Inc. All rights reserved. 37 Manager Offline Configuration  Prepare config file without connecting to actual system

38 © 2011 Avaya Inc. All rights reserved. 38 Programming extensions, users, trunks & call routing

39 © 2011 Avaya Inc. All rights reserved. 39 Extensions  Physical extensions are created automatically, and cannot be added or deleted  IP extensions can be added manually or automatically

40 © 2011 Avaya Inc. All rights reserved. 40 Extensions (continued)  2 to 9 digits, max 7 digits for IP extensions  BASE EXTENSION = directory number of default associated user  after restart, IPO will try to login the previously logged in user (unless user has „force login“ set).  Module / Port number indicate location of physical port (0 / 0 for VoIP extensions). BP= base unit, analog. BD = base unit, digital

41 © 2011 Avaya Inc. All rights reserved. 41 Digital Extensions  Physical extensions are Plug-and-Play  Automatically detects Extension and add Users for each  Extension  Extension  Plug-and-Play Appear BD1: Base, Digital, Module 1 BP1: Base, Analog Phone, Module 1 Physical port

42 © 2011 Avaya Inc. All rights reserved. 42 IP Extensions  DHCP or Static IP  Need –Own IP address –Call Server IP address & port –HTTP server (firmware upgrades & settings file download) –Extension (stored on the set)  IP phones need to register. With “auto-create“ extensions enabled, IP phones can register with any free extension number that the user enters.  Static addressing: press “*“ when prompted during startup –Note: standard PROCPSWD on 96xx:  View settings (16xx) : VIEW #  Clear settings (also EXT NUMBER, 16xx): CLEAR #  On 96xx: access VIEW/CLEAR procedures through: – PROCPSWD #, so by default: #

43 © 2011 Avaya Inc. All rights reserved. 43 IP Extensions  Set TFTP & HTTP Server IP to upgrade IP phone firmware  System  System  IPO address for IP phone firmware upgrade Firmware is stored on SD Card Required by Soft Video phone

44 © 2011 Avaya Inc. All rights reserved. 44 IP Extensions  To add User automatically when IP extension is setup To auto create User for IP Extn.  System  LAN1  VoIP 

45 © 2011 Avaya Inc. All rights reserved. 45 IP Extensions If DHCP to be used only for Phones DHCP Pool  System  LAN1  DHCP Pools   By default DHCP Server is ON.  Optionally, DHCP can lease IPs to Avaya Phones only

46 © 2011 Avaya Inc. All rights reserved. 46 IP Extensions 1.Change TFTP/HTTP Server IP as IPO 2.Select “H323 Auto-Create User” 3.Set DHCP Option (Optional) 4.Reboot Phone 5.Specify Extension on the phone To view 16xx phone Config: VIEW# To reset 16xx phone Config: CLEAR# To view/reset 96xx phone Config: # To edit configuration: Press * upon reboot Summary:

47 © 2011 Avaya Inc. All rights reserved. 47 Users  Users can be used for extensions, but also for RAS  By default, a user is automatically created for each extensions  Users do not have to have a physical extension (hot desking)

48 © 2011 Avaya Inc. All rights reserved. 48 Users - Profile User productivity  User  User  User  Profile   Allows to select type of user whether Receptionist, Mobile Worker etc  User productivity require license

49 © 2011 Avaya Inc. All rights reserved. 49 Users – appearance buttons  Call Appearance Buttons - used to alert the phone user of calls to their extension or hunt group. Multiple call appearance buttons allow the user to handle multiple calls simultaneously  Call Coverage Buttons - can alert the user when a selected colleague has an unanswered call.  Bridged Appearance Buttons - shows the user the status of one of a colleague's call appearance buttons. They can then answer and make calls on the colleague's behalf.  Line Appearance Buttons - show the user when a particular IP Office line is in use. The button can also be used to answer and make calls on that line.

50 © 2011 Avaya Inc. All rights reserved. 50 Users - Phone Button Programming Double click to assign function  User  Select User  Button Programming   Select Action as “Coverage Appearance” or “Bridged Appearance” to check the difference Call will ring first on “201” and then after an interval will ring on “202” Destination Extension

51 © 2011 Avaya Inc. All rights reserved. 51 Users – Hot Desking Add Hot-Desk password  User  Select User  Telephony  Supervisor Settings   Hot-Desking allows users to operate from any phone with their original extension Login Code: *35* * # Logout Code: *36

52 © 2011 Avaya Inc. All rights reserved. 52 User Rights (templates)  Set & lock user settings in a template

53 © 2011 Avaya Inc. All rights reserved. 53 User Rights – for button prog. Add new User Group  User Rights  New   Add new group to assign specific feature or restrictions to set of users

54 © 2011 Avaya Inc. All rights reserved. 54 User Rights – for button prog. Add required button features  User Rights  User Rights  Button Programming   Add required feature buttons  Select “Apply User Rights Value” from drop down to lock values Select “Apply User Rights Value”

55 © 2011 Avaya Inc. All rights reserved. 55 User Rights – for button prog.  User Rights  User Rights Membership  Members of this User Rights   Select users who are going to receive the button programming Select user members

56 © 2011 Avaya Inc. All rights reserved. 56 User Applications

57 © 2011 Avaya Inc. All rights reserved. 57 Phone Manager Lite  PC Call Control (Phone Manager Lite)  Dial In/Out  Transfer  Conference  BLF Indication  Speed Dial  Call Log  Voic ……...  NOTE: PM Pro/ Softphone are EndOfSale in March 2012

58 © 2011 Avaya Inc. All rights reserved. 58 Phone Manager 1.Select Phone Manager Option: Lite 2.Install User Software. (USER4_2_43.exe) 3.Reboot PC/Laptop 4.Login with User and Password to start managing calls

59 © 2011 Avaya Inc. All rights reserved. 59 CTI Lite configuration  Install TAPI from User CD  Configure TAPI driver: –Control panel -> Phone and Modem options -> Advanced –Select „Avaya IP Office TAPI2 Service Provider“ –Configure using –IP Office IP address –User name of the IP Office user (NOT the extension number!) –User password, if configured on the User / User tab  Reboot PC or restart Windows Telephony Services after making changes

60 © 2011 Avaya Inc. All rights reserved. 60 CTI Lite: click-to-dial from Outlook Contacts  Select „Auto-Dialer from contact  From „Dialling Options“: Select IP Office extension  Click „Start Call“ Autodialer button IP Office extension

61 © 2011 Avaya Inc. All rights reserved. 61 Softconsole  Requires Receptionist license  Easy call transfer using drag & drop  User  User  User  Profile 

62 © 2011 Avaya Inc. All rights reserved. 62 Softconsole User name/ extension to be controlled Start  Programs  IP Office  SoftConsole

63 © 2011 Avaya Inc. All rights reserved. 63 Video Softphone  Requires Teleworker or Power User license  Uses existing user‘s extension, no need to create additional VoIP extension  User  User  User  Profile  Required by Soft Video phone  System  System  “Enable Softphone HTTP Provisioning”

64 © 2011 Avaya Inc. All rights reserved. 64 Video Softphone Start  Programs  IP Office  IP Office Softphone IP Office User name & password

65 © 2011 Avaya Inc. All rights reserved. 65 Example 3rd party SIP Softphone: X-Lite  Requires 3rd-part IP Endpoint license  Need to create User + VoIP extension  SIP account details: –User name = IP Office Extension Number –Password = Login code (User -> Telephony -> Supervisor Settings) –Authorization user name = IP Office user name –Domain = IP Office IP address  Configuration details for tested devices can be found in the „SIP Extensions“ manual

66 © 2011 Avaya Inc. All rights reserved. 66 One-X Portal  Requires Windows/Linux Server as the server, a browser as the client  Requires Office Worker, Teleworker or Power User license  Telecommuter mode not available with Office Worker  User  User  User  Profile 

67 © 2011 Avaya Inc. All rights reserved. 67 Hunt Groups

68 © 2011 Avaya Inc. All rights reserved. 68 Hunt Groups  A hunt group is a collection of users accessible through a single directory number  Call Presentation: Call ringing fashion  Availability: Additional user assignment  Queuing: Keep calls in queue if users are busy  Announcements: MoH adjustment  Overflow: Redirect calls to another Hunt Group  Voic Redirect calls to Voic s

69 © 2011 Avaya Inc. All rights reserved. 69 Hunt Groups - Add “Collective” to ring simultaneously  HuntGroup  HuntGroup  Hunt Group   Specify hunt group name  Assign unique extension number to the hunt group  Change ring mode as appropriate Name the Hunt Group Assign unique Extension Create a new hunt group

70 © 2011 Avaya Inc. All rights reserved. 70 Hunt Groups - Members Edit Hunt Group members  Edit Hunt Group members Select Users and click Append  HuntGroup  HuntGroup  Hunt Group  Edit 

71 © 2011 Avaya Inc. All rights reserved. 71 Hunt Group - Overflow  Beyond Overflow Time call will be presented to Overflow group users  Upon exceeding Voic Answer Time, call will redirected to voic  HuntGroup  HuntGroup  Hunt Group  Overflow Group List  Add Overflow Add available overflow group Set overflow delay

72 © 2011 Avaya Inc. All rights reserved. 72 Trunks

73 © 2011 Avaya Inc. All rights reserved. 73 Lines (trunks)  Analog  ISDN BRI / PRI  IP (SIP & H.323)  IP DECT  Routing on trunk channels is done according to their: –Incoming Group ID –Outgoing Group ID

74 © 2011 Avaya Inc. All rights reserved. 74 Analog Lines Analog line showed as overhead cable icon  Group Id suggested to keep separate for different set of trunks. Exa: 0 for PSTN and 1 for PRI  Prefix automatically placed in front of incoming calls for direct callback. Id to which Line belongs.  Lines  Analog Line  Line Settings  Line group to dial out Prefix to incoming number for callback

75 © 2011 Avaya Inc. All rights reserved. 75 Analog Lines  Trunk Type set as “Loop Start ICLID” for lines with CLID. Otherwise set as Loop Start. If not connected; then set as “Out of Service”  Disconnect Clear delay to receive clear signal from telco For lines with CLID  Lines  Analog Line  Analog Options  For external call transfer Signal delay from Telco to clear the call To fix echo problems Enable modem for remote management

76 © 2011 Avaya Inc. All rights reserved. 76 Analog Lines  Busy Tone Detection parameters depends upon Locale set  To avoid line disconnect issue, Single freq, On/Off width must match with line parameters  System  Telephony  Tone & Music  Busy Tone Detection  Single Frequency On cadence as per line spec Off cadence as per line spec Line frequency

77 © 2011 Avaya Inc. All rights reserved. 77 Analog Lines  Important: Locale sets telephony plus external line parameters.  System  System  Locale  Customize Tone Plan 2 for UK Enable Busy Tone Detection

78 © 2011 Avaya Inc. All rights reserved. 78 PRI Lines  Lines  Line  PRI Line  PRI line showed as Cat5 cable in blue color Id to which Line belongs Line group to dial out Prefix to incoming number for callback  Group Id suggested to keep separate for different set of trunks. Exa: 0 for PSTN and 1 for PRI  Defined prefix automatically placed in front of incoming calls for direct callback.

79 © 2011 Avaya Inc. All rights reserved. 79 PRI Lines  Lines  Line  PRI Line  PRI line showed as Cat5 cable in blue color Adjust channels in case Fraction PRI  Adjust number of PRI channels; if client has 10-channel fraction PRI  IPO require license above 8-channels on a PRI card

80 © 2011 Avaya Inc. All rights reserved. 80 SIP Trunking – Technical View SIP Provider SIP Provider SIP Provider B2BUA UA Call Control DCP Analog IP Office Managed View IP Office acts a SIP gateway i.e. no need for a SIP phone to make a SIP call with IP Office Incoming calls are routed based on IP Office incoming call routes Calls can be matched against ‘Incoming’ (from) and ‘Called’ (to) addresses SIP Trunks are licensed in increments of 1, 5, 10 and 20 –Additional sizes are available by combining licences UA (User Agent) is an entity in SIP that generates and terminates sessions. B2BUA (Back to Back User Agent) is an entity in SIP that generates and terminates sessions. H323 SIP phone Digital phone Analog phone IP phone DECT R4

81 © 2011 Avaya Inc. All rights reserved. 81 Why NATs break VoIP (part of the story) NATNAT ITSP Public Internet IP Office SIP message from 192…1 to 217…180 NAT replaces the source address 192…1 with 217…186 The SIP Message, at a higher layer, untouched by the NAT, tells the ISP to set up the RTP to RTCP & RTP from 192…1 to 217…180 NAT replaces the source address 192…1 with 217…186 SIP Message RTP/RTCP ✘ The ITSP Is expecting RTP from SIP message from 192…1 to 217…180 ✘ The ITSP Is sends RTP to which miss- routes in the internet

82 © 2011 Avaya Inc. All rights reserved. 82 LAN IP Office NAT Firewall / Router STUN server PSTN Internet SIP Service Provider SIP Request NAT information Retrieve NAT information SIP network topology using STUN Connection to the ITSP over NAT using 3 rd -party STUN servers in the network STUN (Simple Traversal of UDP through NAT) allows to discover the NAT mechanism being used

83 © 2011 Avaya Inc. All rights reserved. 83 SIP trunks - templates  Templates are XML files stored in Manager \Templates subfolder   To activate Templates in Manager: File -> Preferences -> Visual Prefernces -> Enable Template Options  To enable Template Creation, go to HKEY_CURRENT_USER\Software\Avaya\IP400\Manager and add a new DWORD Value “TemplateProvisioning” if it does not already exist and set its value to 1..

84 © 2011 Avaya Inc. All rights reserved. 84 SIP trunks  Lines  SIP Line  SIP Line  SIP line showed as Cat5 cable in red color SIP server domain name or IP address  Note: license is required for SIP trunks.

85 © 2011 Avaya Inc. All rights reserved. 85 SIP trunks  Lines  SIP Line  Transport  STUN activation (none = not active)

86 © 2011 Avaya Inc. All rights reserved. 86 SIP trunks  Lines  SIP Line  SIP URI   this form links SIP URIs to Incoming / Outgoing Group IDs, so incoming calls to this URI can be routed to a certain destination, or outgoing calls can be placed using a certain URI.

87 © 2011 Avaya Inc. All rights reserved. 87 SIP trunks  Lines  SIP Line  SIP Credentials   On this form the SIP account credentials are entered  Max. 30 registration accounts per SIP line allowed. Provider requires registration?

88 © 2011 Avaya Inc. All rights reserved. 88 SIP trunks: STUN configuration  System  LAN1  Network Topology  if STUN is used, the STUN server IP address needs to be entered here. “Run STUN” will do a STUN request and will display the results in Manager.

89 © 2011 Avaya Inc. All rights reserved. 89 SIP trunks: IP routing  IP Route  IP routing needs to be defined to route the outbound SIP traffic through the appropriate gateway. The static route as shown here (with for address & mask) is used to define the default gateway.

90 © 2011 Avaya Inc. All rights reserved. 90 Incoming Call Routing

91 © 2011 Avaya Inc. All rights reserved. 91 Incoming Call Routing – by trunk type

92 © 2011 Avaya Inc. All rights reserved. 92 Incoming Call Route - Form (1)  Incoming Call Route  0  Standard  Incoming call trunk Line Group Callers ICLID Matches the digits provided by telco Select Music source Default route “0”

93 © 2011 Avaya Inc. All rights reserved. 93 Incoming Call Route - Form (2)  Incoming Call Route  0  Destinations  Enter manually or select option to redirect calls Routing schedule

94 © 2011 Avaya Inc. All rights reserved. 94 Incoming Call Route – DID setup  Incoming Call Route  Incoming Call Route  Standard  DID number with x wild cards. Exa: 404xxxx for DID range to  Wild card “x” is used to represent single digit New entry

95 © 2011 Avaya Inc. All rights reserved. 95 Incoming Call Route – DID setup  Incoming Call Route  Incoming Call Route  Destinations  Enter “#” to match all wild cards in incoming numbers  # to match all wild cards in incoming DID numbers and route to respective extension

96 © 2011 Avaya Inc. All rights reserved. 96 Incoming Call Route – DID Setup  Tools  MSN Configuration  Enter first DID number  Used to populate Incoming Call Route with range of DID numbers  Applicable on PRI & BRI trunks MSN Configuration Digits presented by SP Number of DIDs Extension Mapping PRI/BRI line Id

97 © 2011 Avaya Inc. All rights reserved. 97 Short Codes

98 © 2011 Avaya Inc. All rights reserved. 98 Short Codes USED FOR: Speed Dials Feature activation/deactivation Call Routing and Restriction SHORT CODE LEVELS: User User Restriction (group of users) System ARS Line  Used to match the number dialed with an action.

99 © 2011 Avaya Inc. All rights reserved. 99 Short Codes – Outgoing Call flow used internal extension? User Short Code ? User Rights Short Code ? System Short Code ? dial number on specified trunk Y N Y Y Y N N ARS Short Code? „Dial“feature Dial feature routes to ARS form Dial feature routes to trunk directly Extension number will be dialled Y

100 © 2011 Avaya Inc. All rights reserved. 100 Short Codes  Short Code  Short Code  Short Code   Default entry allows to dial out any unmatched short codes through hunt group “Main”  In case or Prefix, delete and add a new entry to dial out through default ARS rule “50:Main” Predefined short codes Default entry Line group id to dial out numbers

101 © 2011 Avaya Inc. All rights reserved. 101 Short Codes – with prefix 9  Short Code  Short Code  Short Code   Entry allows 9 as a prefix followed by numbers to dial out through default ARS rule Default entry Line group id to dial out numbers Create new entry Number output of shortcode

102 © 2011 Avaya Inc. All rights reserved. 102 Short Codes – trunk access (through ARS)  Default entry (no trunk access code)  0 for trunk access 0 as prefix Pass numbers followed by 0

103 © 2011 Avaya Inc. All rights reserved. 103 Short Codes – call restriction  Block all international calls Numbers starting with 00 Return busy tone  Calls can be restricted using password. Require Force account code checked and passcode via Account Code menu. Restrict calls with password

104 © 2011 Avaya Inc. All rights reserved. 104 Short Codes – feature access  Speed Dial  Do Not Disturb

105 © 2011 Avaya Inc. All rights reserved. 105 Short Codes – feature access  Call Pickup Any  Forward Number

106 © 2011 Avaya Inc. All rights reserved. 106 Short Codes - hot desking feature  Use own profile from any phone  Example: extension 201, login code 1234: –Log In: *35*201*1234# –Log Off: *36

107 © 2011 Avaya Inc. All rights reserved. 107 Short Codes – dial paging  To Page on Extensions or Hunt Groups  Add new short code. Exa: *55*N# / Dial Paging / N  Example: To page on hunt group 200 – Dial: *55*200#

108 © 2011 Avaya Inc. All rights reserved. 108 Automated Route Selection (default entry) Dial out through line id 0  ARS  Main  ARS   ARS executes results received from short code.  Default entry allows to dial out unmatched numbers through lines with group id 0. Unknown digitsPass digits as it is Offer secondary dial tone after prefix

109 © 2011 Avaya Inc. All rights reserved. 109 ARS entry for SIP calls N; is used to wait for complete dialled number before sending out on the trunk This format is required to route the dialled number correctly to the provider  SIP calls require special formatting in the ShortCode entry.

110 © 2011 Avaya Inc. All rights reserved. 110 Short Codes Processing Dial Delay Time = 1000 ms Dial Delay Count = 4  Short Code 1 = 01  Short Code 2 = 0123 Delay between digits Count to start short code execution  System  Telephony  Telephony 

111 © 2011 Avaya Inc. All rights reserved. 111 Music on Hold

112 © 2011 Avaya Inc. All rights reserved. 112 Music On Hold  Up to 4 sources (max. 1 external) possible  PCM, 8kHz 16-bit, mono, maximum length 90 seconds Initial download from TFTP server  Automatically stored on SD card  System  Telephony  Tones & Music  WAV:  Incoming Call Route  0  Standard  Select Music source for incoming calls MoH file name

113 © 2011 Avaya Inc. All rights reserved. 113 Documentation

114 © 2011 Avaya Inc. All rights reserved. 114 Knowledgebase marketingtools.avaya.com/knowledgebase  Manuals, TechTips & Bulletins, Tools, search engine  Online & offline version

115 © 2011 Avaya Inc. All rights reserved. 115 Product Description  Description of HW, SW and features

116 © 2011 Avaya Inc. All rights reserved. 116 Manager Manual  IPO Programming

117 © 2011 Avaya Inc. All rights reserved. 117 IP Office Installation Manual  Installation procedure  Technical description of HW and licenses

118 © 2011 Avaya Inc. All rights reserved. 118 Voic Pro Installation Manual  Voic Pro configuration description

119 © 2011 Avaya Inc. All rights reserved. 119 Tech Tips and Tech Bulletins  Tech Tips for solving field issues  Tech Bulletins on new releases

120 © 2011 Avaya Inc. All rights reserved. 120 IP Office Caveats  Searchable bug database

121 © 2011 Avaya Inc. All rights reserved. 121 IP Office Matrix  Consolidated technical information  Available for download from BP Portal / SMB Sales / IP Office Sales Tools

122 © 2011 Avaya Inc. All rights reserved. 122 Tools

123 © 2011 Avaya Inc. All rights reserved. 123 System Status Application (SSA)  Diagnostic tool to check the status of IPO system including real-time state and problems occurred on Calls, Extensions, Trunks, System Resources Login Id: Administrator Password: Administrator

124 © 2011 Avaya Inc. All rights reserved. 124 Monitor  Diagnostic tool to troubleshoot trunk related issues.  Used to capture traces and then sent to Avaya Backbone for analysis

125 © 2011 Avaya Inc. All rights reserved. 125 Call Detail Recording (CDR)

126 © 2011 Avaya Inc. All rights reserved. 126 SMDR – Station Message Detail Recording Sample IP Office SMDR Information Output  System  SMDR  Output  SMDR Only Server to pull CDR records Buffer in case of failure

127 © 2011 Avaya Inc. All rights reserved. 127 SMDR – Station Message Detail Recording  HyperTerminal  IPO address Same port as SMDR in IPO  HyperTerminal can be used as a CDR server to pull records and display real-time

128 © 2011 Avaya Inc. All rights reserved. 128 IP Networking (H323 & SCN)

129 © 2011 Avaya Inc. All rights reserved. 129 IP Networking  Small Community Networking –High integration between sites –Proprietary  H.323 and Q.SIG –Basic functionality –Open standards

130 © 2011 Avaya Inc. All rights reserved. 130 IP Networking – H323 Trunks Sys B Sys A Hunt group 1 Huntgroup 2 PSTN AB H323 Trunk 130  VoIP over H.323 / QSIG over E1T1 / Standards Based TDM –Desk-to-Desk dialing – Calling / Connected Party Number – Calling / Connected Name Presentation – Call Hold – Call Transfer xx 6+2xx

131 © 2011 Avaya Inc. All rights reserved. 131 IP Networking – H323 Trunks on Sys-A  Lines  Create a New Record  VoIP Line  Id to which Line belongs Line group to dial out System-A:  Group Id = 2 to call in/out  Prefix = 6 to reach Sys-B Prefix to add in ICLID H323 Line as Cat5 cable in red color Create new entry

132 © 2011 Avaya Inc. All rights reserved. 132 IP Networking – H323 Trunks on Sys-A  Lines  Create a New Record  VoIP Settings  Remote IPO ip System-A: parameters of Sys B  G/W IP = as remote IPO  Supplementary Services = H450 H450 as H323 Trunk

133 © 2011 Avaya Inc. All rights reserved. 133 IP Networking – H323 Trunks on Sys-A  Short Code  Create a New Record  Short Code  System-A: parameters of Sys B  Code = 6N  Feature = Dial  Telephone Number = N  Line Group ID = 2 as H323 trunk id  Add short code to reach Sys B via prefix 6 6 as prefix H323 line id to dial out Create new entry Dial number as it is

134 © 2011 Avaya Inc. All rights reserved. 134 IP Networking – H323 Trunks on Sys-B  Lines  Create a New Record  VoIP Line  Id to which Line belongs Line group to dial out System-B:  Group Id = 2 to call in/out  Prefix = 6 to reach Sys-B Prefix to add in ICLID H323 Line as Cat5 cable in red color Create new entry

135 © 2011 Avaya Inc. All rights reserved. 135 IP Networking – H323 Trunks on Sys-B  Lines  Create a New Record  VoIP Settings  Remote IPO ip H450 as H323 Trunk System-B: parameters of Sys A  G/W IP = as remote IPO  Supplementary Services = H450

136 © 2011 Avaya Inc. All rights reserved. 136 IP Networking – H323 Trunks on Sys-B  Short Code  Create a New Record  Short Code  System-B: parameters of Sys A  Code = 6N  Feature = Dial  Telephone Number = N  Line Group ID = 2 as H323 trunk id  Add short code to reach Sys A via prefix 6 6 as prefix H323 line id to dial out Create new entry Dial number as it is

137 © 2011 Avaya Inc. All rights reserved. 137 IP Networking – H323 Trunks Sys B Sys A Hunt group 1 Hunt group 2 PSTN AB H323 Trunk 137  Test Connectivity: –From Sys-A dial to reach 201 on Sys-B –From Sys-B dial to reach 201 on Sys-A  Uniform dialing plan is possible through prefix in case of H323 trunk xx

138 © 2011 Avaya Inc. All rights reserved. 138 IP Networking - SCN  Desk-to-desk dialing  Absent Text Message  Anti-Tromboning  Busy Lamp Field  Call Hold  Call Transfer  Call Forward  Hot desking across network  Call Paging  Call Pick-up  Call Back when Free  Camp-on  Conference  Centralized Voice Mail (using Voic Pro)  Dynamic Internal Users Directory  Distributed Groups across network Voice Networking between IP Office sites over IP links (using Linked numbering plan) Up to 1000 users across 32 IP Office sites SCN requires Multisite option on IP500 IP

139 © 2011 Avaya Inc. All rights reserved. 139 IP Networking – Extension Renumber  Tools  Extension Renumber   Allows to renumber extensions in a certain range  SCN support unique dialing plan Extension Renumber Number range To change

140 © 2011 Avaya Inc. All rights reserved. 140 IP Networking – SCN on Sys-A  Lines  Create a New Record  VoIP Settings  Remote IPO ip System-A: parameters of Sys B  G/W IP = as remote IPO  Supplementary Services = IP Office SCN IPO Office SCN

141 © 2011 Avaya Inc. All rights reserved. 141 IP Networking – SCN on Sys-B  Lines  Create a New Record  VoIP Settings  Remote IPO ip System-B: parameters of Sys A  G/W IP = as remote IPO  Supplementary Services = IP Office SCN IPO Office SCN

142 © 2011 Avaya Inc. All rights reserved. 142 IP Networking – SCN Fallback  Lines  Create a New Record  VoIP Settings  Remote IPO ip IPO Office SCN – Fallback Backup service  SCN Fallback allows to fail over Ip phones, hunt groups, voic s (Pref. Edition) services  3-minutes delay in fallback

143 © 2011 Avaya Inc. All rights reserved. 143 Embedded Voic

144 © 2011 Avaya Inc. All rights reserved. 144 Embedded Voic - Visual Voice  Select voic type as Embedded Voic  Message Button to Visual Voice or User Button (Emulation -> Visual Voice)  Max. 6 voic channels and up to 15 hours of Voic s are stored on the SD Card  System  Voic  Voic Type  Control voic s through phone display Embedded Voic

145 © 2011 Avaya Inc. All rights reserved. 145 Embedded Voic – User setting  User  User  Voic  Voic password Voic to id  Personal Auto Attendant: press *0, *2 or *3 to transfer  SMTP Integration to send Voic as Personal Auto Attendant Default is ON

146 © 2011 Avaya Inc. All rights reserved. 146 Embedded Voic – Access 1.Press *17 from phone to access voic menu 2.Login using password 3.Record greeting 4.Retrieve voic s  Voic s are deleted once user checks them  To retain the voic Save option must be selected Tip: To prompt for Mailbox ID and Password, modify in *17 short code “Telephone Number” as “?”

147 © 2011 Avaya Inc. All rights reserved. 147 Announcements  Announcement played on calls waiting to be answered & before sending to voic  User  User  Announcement  Enable Announcement  Record with *91N; and *92N; ShortCodes  Exa: *91201# for 1 st annoucement on extn 201  Exa: *92201# for 2nd annoucement on extn 201

148 © 2011 Avaya Inc. All rights reserved. 148 Embedded Voic – Auto Attendant

149 © 2011 Avaya Inc. All rights reserved. 149 Auto Attendant – add Time Profile  Time Profile  Create New  Time Profile  1. Specify name  Add a new time profile to play Auto Attendant during specified period 3. Select the period 2. Add recurring period

150 © 2011 Avaya Inc. All rights reserved. 150 Auto Attendant  Auto Attendant  Auto Attendant  Auto Attendant  Name to AA  Up to 40 Auto Attendant entries  New feature Direct Dial-by-Number Short code to record greetings Schedule to play AA Direct Dial-by-Number

151 © 2011 Avaya Inc. All rights reserved. 151 Auto Attendant  Auto Attendant  Auto Attendant  Actions  Add actions to keys  Add actions to keys  System detects Fax tones to route fax calls Transfer call to another AA Available actions

152 © 2011 Avaya Inc. All rights reserved. 152 Auto Attendant  Short Codes  Short Code  Short Code   Internally to test: create Shortcode with Feature: Auto Attendant and Telephone Number:AA: AA: Auto Attendant

153 © 2011 Avaya Inc. All rights reserved. 153 Auto Attendant  Incoming Call Route  0  Destinations   Direct calls to auto attendant using Incoming call route  Destination: AA: AA: to direct incoming calls to AA

154 © 2011 Avaya Inc. All rights reserved. 154 LVM Greeting Utility  Used for AutoAttendant Greetings only  Convert WAV (PCM/Uncompressed,8000 KHz, 16bit, Mono) to special embedded VM format  Transfer.c11 file in to “\dynamic \ lvmail \AAG“ folder on SDCard  Files  Advanced  LVM Greeting Utility  Case sensitive name  Auto Attendant  Auto Attendant  Auto Attendant .wav file to be converted Select greeting

155 © 2011 Avaya Inc. All rights reserved. 155 Voic Pro

156 © 2011 Avaya Inc. All rights reserved. 156 VM Pro Installation  Use VM Pro CD  Select required languages from Wizard  „Web Voic “ (UMS) option only appears if IIS installed  „Allow VM Pro service to interact with desktop“ can give helpful troubleshooting info for lab purposes  TTS on separate CDs

157 © 2011 Avaya Inc. All rights reserved. 157 Voic Type Voic Lite/Pro  System  Voic  Voic Type  VM Pro Server IP  Change Voic Type as “Voic Lite/Pro“  Specify Preferred Editition (VMPro) server IP as Voic IP Address

158 © 2011 Avaya Inc. All rights reserved. 158 Basic Auto Attendant  Needs ShortCode in Manager: Telephone Number = CallFlow name, Feature = Voic node  Or Incoming Route Destination: VM:CallFlowName ??? for 3-digit number $ for any number

159 © 2011 Avaya Inc. All rights reserved. 159 Basic Auto Attendant  Login to VMPro Server to create call flow  Start  Programs  IP Office  Voic Pro Client  Log In VM Pro Login VM Pro Server IP

160 © 2011 Avaya Inc. All rights reserved. 160 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client   Open VM Pro Client and add Call Flow module 1. Add call flow module 2. Call flow name. Exa: AA

161 © 2011 Avaya Inc. All rights reserved. 161 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client   Add Menu action with Touch Tones 3. Select call flow 4. Select Menu from Basic Actions 5. Double click and select Touch Tones 6. Select 1,2,3

162 © 2011 Avaya Inc. All rights reserved. 162 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client   Add Transfer action for each menu touch tone 7. Add Transfer action two times Transfer action for 1,2 touch tone menu

163 © 2011 Avaya Inc. All rights reserved. 163 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client   Add name and destination for each Transfer action 8. Double click 9. Name each action 10. Specify destination

164 © 2011 Avaya Inc. All rights reserved. 164 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client   Add a new Menu action with “???“ Toch Tone for Dial-by-Number  Add Transfer action with “$KEY“ as destination for Dial-by-Number 12. “???” as wildcard 14. “$KEY” as Destination 13. Add Transfer action and double click 11. Add a new Menu and double click

165 © 2011 Avaya Inc. All rights reserved. 165 Basic Auto Attendant  Start  Programs  IP Office  Voic Pro Client  15. Select Connector icon 16. Connect all menu actions with respective transfer actions 17. “Save & Make Live”  Join all actions using Connector  Save changes and make call flow live

166 © 2011 Avaya Inc. All rights reserved. 166 How to test Auto Attendant - Internal  Short Codes  Short Code  Short Code   Internally to test: create Shortcode with Feature: Voic Collect and Telephone Number: Call flow name. Exa: AA Voic Collect

167 © 2011 Avaya Inc. All rights reserved. 167 How to test Auto Attendant - External  Incoming Call Route  0  Destinations   Direct calls to auto attendant using Incoming call route  Destination: VM: VM: to direct incoming calls to AA

168 © 2011 Avaya Inc. All rights reserved. 168 Database access & TTS

169 © 2011 Avaya Inc. All rights reserved. 169 UMS setup  URL for web access: /voic

170 © 2011 Avaya Inc. All rights reserved. 170 Demo Tools

171 © 2011 Avaya Inc. All rights reserved. 171 Demo Tools on Sales Portal

172 © 2011 Avaya Inc. All rights reserved. 172 Power Demo Kit  IP500v2 + Combo Card ATM + Combo Card BRI  DBM32, BM12, 9621G  All licenses IPO IP500V2 R8+ DEMO KIT INTL $1, https://avaya.my.salesforce.com/sfc/servlet.shepherd/version/download/ iGKNAA2

173 © 2011 Avaya Inc. All rights reserved. 173 Server Edition Demo Kit option  Place a regular order for the pre-staged Server Edition server, 2 options: – DL120G7 SRVR IPO R8.1+ ME EXP $3.500,00 – DL360G7 SRVR IPO R8.1+ ME PRIMARY $8.100,00  The shipment will have the System ID of the server printed on a label on the box.  Request the required demo licenses for the Server Edition System ID using Appendix B of the standard 8.1 Power Demo Kit document. https://avaya.my.salesforce.com/sfc/servlet.shepherd/version/download/ iGKNAA2  A maximum of 4 Server Edition licenses can be requested

174 © 2011 Avaya Inc. All rights reserved. 174 Demo Tool: Demo Anywhere  Server running on Linux  Preconfigured image for VMWare player  Allows demonstration of UC features on a laptop:  VM Pro  One-X Portal  Softphone  Flare Communicator  One-X Mobile  Receptionist  IP phones / SIP trunks  Fully configurable https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3j LEBuAAO

175 © 2011 Avaya Inc. All rights reserved. 175 Demo Anywhere Solution Setup Wi Fi Access Point ERS 3500 POE switch Carol (Customer) Alice (Sales VP, Gillians) Bob (Sales, Gillians) Ext 101 Ext 103 Ext 102 Laptop Running  IP Office Anywhere  One-X Portal  Outlook plugin Demo environment is a non-networked environment

176 © 2011 Avaya Inc. All rights reserved. 176 EZ Demo

177 © 2011 Avaya Inc. All rights reserved. 177 Training

178 © 2011 Avaya Inc. All rights reserved. 178 Avaya University Training  Training available from Avaya University: –www.avaya-learning.comwww.avaya-learning.com  Avaya Connect Competency Model has 3 SME credentials: –Avaya Professional Sales Specialists (APSS) –Avaya Certified Implementation Specialist (ACIS) –Avaya Certified Solutions Specialist (ACSS)

179 © 2011 Avaya Inc. All rights reserved. 179 APSS – Avaya Professional Sales Specialist

180 © 2011 Avaya Inc. All rights reserved. 180 Transition Skills to IP Office 8.1 IP Office Avayalive™ Engage Technical Center Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Course NumberCourse NameDurationAvailabilityDescription 1S00010EIP Office Technical Center 18 hrs Now Allows students to find content on IP Office ACIS & ACSS certification - Access to 9 hrs of free pre-requisite knowledge on IP Office basics of implementation, maintenance and troubleshooting is provided with ACIS or ACSS registration - Find additional self paced content: - IP Office Technical Delta Release IP Office Technical Delta Release IP Office Technical Delta Release IP Office Essential Edition / Partner Version - IP Office Video Installation - IP Office CCR and other optional topics  IP Office Technical Center Delta Course Collection 1S00010E: Contains 7.0, 8.0 and 8.1 deltas with a 6 or 12 month subscriptions to AvayaLive™ Engage; $459 US List; targeted at PA Implement transition  3 month Free subscription to AvayaLive™ Engage with ACIS/ACSS registration  8.0 Delta Bundle 4S00003G: Includes the 8.0 delta and all refreshed ACIS and ACSS courseware on DVD for self paced learning; $433 US List  8.1 Slipsheets with additional content now in Learner Kits, ACIS/ACSS courseware  8.1 Delta WBT 4S00006: Refresh your knowledge on the new release; $125 US List

181 © 2011 Avaya Inc. All rights reserved. 181 IP Office Server Edition Technical Training  4-hour web-based course: – 4S00006W IP Office Release 8.1, Mid-Market and Linux - Technical Overview

182 © 2011 Avaya Inc. All rights reserved. 182 Virtual and instructor led Boot Camps IP Office Technical Center Self-paced DVD’s ACIS – Avaya Certified Implementation Specialist

183 © 2011 Avaya Inc. All rights reserved. 183 ACIS Test – Pearson Vue Tests are taken at a Pearson Vue testing Center – you must complete this step to achieve the ACIS Certification

184


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