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Avaya IP Office Tech Workshop.

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Presentation on theme: "Avaya IP Office Tech Workshop."— Presentation transcript:

1 Avaya IP Office Tech Workshop

2 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 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 IP500v2 hardware

5 IP Office 500v2 – overview 2 – 384 users 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

6 IP500v2 – front & back LAN IP: 192.168.42.1 / 255.255.255.0
WAN IP: /

7 Base card with trunk card mounted: Insert base card in to Control Unit
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 BASE AND DAUGHTER CARD OPTIONS
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 A closer look at the customization of the IP Office 500v2 system. *IP phones also require an IP Endpoint license, 12 licenses included with VCM32/64

9 Bus architecture Digital phones Analog phones Analog / ISDN trunks
TDM Bus Packet Bus DS ports POTS ports line ports Voice mail MoH Conference bridge IP ext IP line IP hard/soft phones IP trunks

10 Card port numbering Base card (extensions) Daughter card (trunks) 1 3
5 7 9 11 2 4 6 8 10 12

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

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. Ordered as a standard ADI license key Trial license can be ordered on a certificate Trial will run for 45 days from the generation date of the license NOT the installation date The Trial License will not be invoiced Un-expired trail licenses will be transferred as part of a maintenance swap (dongle swap) Once the license expires the applications will cease to operate This license can only be ordered once per Dongle or replacement Dongle License key enquiries (print and download) will display expired trial license (i.e.: visible as to who has had a trial)

14 Software & programming basics

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 IP Office Software – downloads on support.avaya.com

17 IP Office Management Architecture
IP OFFICE MEMORY MANAGER PROGRAM ROM boot program FLASH (SD card) FIRMWARE ip500v2.bin IP Default IP: Standard login: Administrator/ Administrator FLASH (SD card) configuration config.cfg Activate changes: merge reboot RAM configuration

18 SD card /primary /backup /lvmail /doc /dynamic /temp
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 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 RESET / AUX buttons

21 Configuration file – Calculator Tool Knowledge Base / Tools section
System Limits dependant on file size

22 IPO Manager

23 Manager Interface receive config send config

24 Install IPO Manager Login: User Name: Administrator
Password: Administrator Install Admin/User DVD to load IPO Manager application to manage IP Office

25 System Settings Set system Locale to adjust trunk parameters
 System System  Name for Identification Set Locale to adjust Trunk Parameters IPO address for IP phone firmware upgrade Set system Locale to adjust trunk parameters Set TFTP & HTTP Server IP to upgrade IP phone firmware

26 LAN Settings Default LAN1 IP: 192.168.42.1 DHCP is ON by default
 System LAN1  LAN Settings  LAN1 IP Address and Mask DHCP Pool Default LAN1 IP: DHCP is ON by default

27 LAN Settings Option to lease IP to Avaya IP phones only
 System LAN1  DHCP Pools  Avaya IP Phones Only DHCP Pool Option to lease IP to Avaya IP phones only Up to 8 DHCP Pools can be added

28 Default Configuration
User Name: Administrator Password: LAN1: IP address – ; Mask – ; DHCP Server: Yes; Pool Size: 200 LAN2 / WAN: IP address – ; 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 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 License – the 32-character key
 License License  Tip: Copy Keys from .xls file and Paste in to License menu

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

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 Manager Audit Trail Shows last 16 changes

35 Security Settings – Manager Users & Passwords, secure communication with IPO
Standard login: security / securitypwd 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

36 Ebedded File Management
View and manage files stored on the SD Card

37 Manager Offline Configuration
Prepare config file without connecting to actual system

38 Programming extensions, users, trunks & call routing

39 Extensions Physical extensions are created automatically, and cannot be added or deleted IP extensions can be added manually or automatically

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 Digital Extensions Physical extensions are Plug-and-Play
 Extension  Extension  BD1: Base, Digital, Module 1 BP1: Base, Analog Phone, Module 1 Physical port Plug-and-Play Appear Physical extensions are Plug-and-Play Automatically detects Extension and add Users for each

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: 27238 View settings (16xx) : <MUTE> VIEW # Clear settings (also EXT NUMBER, 16xx): <MUTE> CLEAR # On 96xx: access VIEW/CLEAR procedures through: <MUTE> PROCPSWD #, so by default: <MUTE> #

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 Set TFTP & HTTP Server IP to upgrade IP phone firmware

44 IP Extensions To add User automatically when IP extension is setup
 System  LAN1  VoIP  To auto create User for IP Extn. To add User automatically when IP extension is setup

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

46 IP Extensions Change TFTP/HTTP Server IP as IPO
Summary: Change TFTP/HTTP Server IP as IPO Select “H323 Auto-Create User” Set DHCP Option (Optional) Reboot Phone Specify Extension on the phone To view 16xx phone Config: <MUTE> VIEW# To reset 16xx phone Config: <MUTE> CLEAR# To view/reset 96xx phone Config: <MUTE> # To edit configuration: Press * upon reboot

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 Users - Profile  User  User  User  Profile  User productivity Allows to select type of user whether Receptionist, Mobile Worker etc User productivity require license

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 Users - Phone Button Programming
 User  Select User  Button Programming  Double click to assign function Destination Extension Call will ring first on “201” and then after an interval will ring on “202” Select Action as “Coverage Appearance” or “Bridged Appearance” to check the difference

51 Users – Hot Desking  User  Select User  Telephony  Supervisor Settings  Add Hot-Desk password Login Code: *35*<Extn>*<Password># Logout Code: *36 Hot-Desking allows users to operate from any phone with their original extension

52 User Rights (templates)
Set & lock user settings in a template

53 User Rights – for button prog.
 User Rights  New  Add new User Group Add new group to assign specific feature or restrictions to set of users

54 User Rights – for button prog.
 User Rights  User Rights  Button Programming  Select “Apply User Rights Value” Add required button features Add required feature buttons Select “Apply User Rights Value” from drop down to lock values

55 User Rights – for button prog.
 User Rights  User Rights Membership  Members of this User Rights  Select user members Select users who are going to receive the button programming

56 User Applications

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 Phone Manager Select Phone Manager Option: Lite
Install User Software. (USER4_2_43.exe) Reboot PC/Laptop Login with User and Password to start managing calls

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 CTI Lite: click-to-dial from Outlook Contacts
Autodialer button IP Office extension Select „Auto-Dialer from contact From „Dialling Options“: Select IP Office extension Click „Start Call“

61 Softconsole Requires Receptionist license
 User  User  User  Profile  Requires Receptionist license Easy call transfer using drag & drop

62 Softconsole Start  Programs  IP Office  SoftConsole
User name/ extension to be controlled

63 Video Softphone Requires Teleworker or Power User license
Required by Soft Video phone  User  User  User  Profile   System System  “Enable Softphone HTTP Provisioning” Requires Teleworker or Power User license Uses existing user‘s extension, no need to create additional VoIP extension

64 Video Softphone Start  Programs  IP Office  IP Office Softphone
IP Office User name & password

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 One-X Portal  User  User  User  Profile  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

67 Hunt Groups

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 Hunt Groups - Add Specify hunt group name
 HuntGroup  HuntGroup  Hunt Group  Create a new hunt group Name the Hunt Group Assign unique Extension “Collective” to ring simultaneously Specify hunt group name Assign unique extension number to the hunt group Change ring mode as appropriate

70 Hunt Groups - Members Edit Hunt Group members
 HuntGroup  HuntGroup  Hunt Group  Edit  Edit Hunt Group members Select Users and click Append Edit Hunt Group members

71 Hunt Group - Overflow  HuntGroup  HuntGroup  Hunt Group  Overflow Group List  Set overflow delay Add available overflow group Add Overflow Beyond Overflow Time call will be presented to Overflow group users Upon exceeding Voic Answer Time, call will redirected to voic

72 Trunks

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 Analog Lines  Lines  Analog Line  Line Settings  Id to which Line belongs. Analog line showed as overhead cable icon 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 Prefix automatically placed in front of incoming calls for direct callback.

75 Analog Lines  Lines  Analog Line  Analog Options  Signal delay from Telco to clear the call For lines with CLID For external call transfer To fix echo problems Enable modem for remote management 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

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

77 Analog Lines  System  System  Locale  Customize Tone Plan 2 for UK Enable Busy Tone Detection Important: Locale sets telephony plus external line parameters.

78 PRI Lines  Lines  Line  PRI Line  PRI line showed as Cat5 cable in blue color Line group to dial out Id to which Line belongs 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 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 SIP Trunking – Technical View
IP Office Managed View SIP Provider SIP phone DECT R4 B2BUA Control Call UA SIP Provider H323 IP phone B2BUA DCP Digital phone B2BUA Analog Analog phone SIP Provider IP Office acts a SIP gateway i.e. no need for a SIP phone to make a SIP call with IP Office Benefits: SIP trunking 20% to 30% than traditional carriers SIP trunking requires VCM cards + SIP Trunking RFA RTP relay is also supported (avoids using VCM resource for IP phones once call is set up) 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. 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

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

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

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 SIP trunks Note: license is required for SIP trunks .
 Lines  SIP Line  SIP Line  SIP server domain name or IP address SIP line showed as Cat5 cable in red color Note: license is required for SIP trunks .

85 SIP trunks  Lines  SIP Line  Transport 
STUN activation (none = not active)

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 SIP trunks On this form the SIP account credentials are entered
 Lines  SIP Line  SIP Credentials  Provider requires registration? On this form the SIP account credentials are entered Max. 30 registration accounts per SIP line allowed .

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 SIP trunks: IP routing  IP Route  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 Incoming Call Routing

91 Incoming Call Routing – by trunk type

92 Incoming Call Route - Form (1)
 Incoming Call Route  0  Standard  Default route “0” Incoming call trunk Line Group Matches the digits provided by telco Callers ICLID Select Music source

93 Incoming Call Route - Form (2)
 Incoming Call Route  0  Destinations  Routing schedule Enter manually or select option to redirect calls

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

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 Incoming Call Route – DID Setup
 Tools  MSN Configuration  Enter first DID number Digits presented by SP MSN Configuration Extension Mapping Number of DIDs PRI/BRI line Id Used to populate Incoming Call Route with range of DID numbers Applicable on PRI & BRI trunks

97 Short Codes

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 Short Codes – Outgoing Call flow used
internal extension? Y Extension number will be dialled N User Short Code ? Y Dial feature routes to ARS form „Dial“feature N User Rights Short Code? Y ARS Short Code? „Dial“feature N System Short Code ? Y Y „Dial“feature Dial feature routes to trunk directly dial number on specified trunk

100 Short Codes  Short Code  Short Code  Short Code  Default entry Line group id to dial out numbers Predefined short codes 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”

101 Short Codes – with prefix 9
 Short Code  Short Code  Short Code  Default entry Create new entry Number output of shortcode Line group id to dial out numbers Entry allows 9 as a prefix followed by numbers to dial out through default ARS rule

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 Short Codes – call restriction
Block all international calls Numbers starting with 00 Return busy tone Restrict calls with password Calls can be restricted using password. Require Force account code checked and passcode via Account Code menu.

104 Short Codes – feature access
Speed Dial Do Not Disturb

105 Short Codes – feature access
Call Pickup Any Forward Number

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 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 Automated Route Selection (default entry)
 ARS  Main  ARS  Offer secondary dial tone after prefix Unknown digits Pass digits as it is Dial out through line id 0 ARS executes results received from short code. Default entry allows to dial out unmatched numbers through lines with group id 0.

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 Short Codes Processing
 System  Telephony  Telephony  Delay between digits Count to start short code execution Dial Delay Time = 1000 ms Dial Delay Count = 4 Short Code 1 = 01 Short Code 2 = 0123

111 Music on Hold

112 Music On Hold Up to 4 sources (max. 1 external) possible
 System  Telephony  Tones & Music   Incoming Call Route  0  Standard  MoH file name WAV:<MoH file name> Select Music source for incoming calls 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

113 Documentation

114 Knowledgebase marketingtools.avaya.com/knowledgebase
Manuals, TechTips & Bulletins, Tools, search engine Online & offline version

115 Product Description Description of HW, SW and features

116 Manager Manual IPO Programming

117 IP Office Installation Manual
Installation procedure Technical description of HW and licenses

118 Voicemail Pro Installation Manual
Voic Pro configuration description

119 Tech Tips and Tech Bulletins
Tech Tips for solving field issues Tech Bulletins on new releases

120 IP Office Caveats Searchable bug database

121 IP Office Matrix Consolidated technical information
Available for download from BP Portal / SMB Sales / IP Office Sales Tools

122 Tools

123 System Status Application (SSA)
The System Status Application (SSA) is a diagnostic tool for system managers and administrators to monitor and check the status of IP Office systems locally or remotely. SSA shows both the current state of an IP Office system and details of any problems that have occurred. The information reported is a combination of realtime events, historical events, status and configuration data to assist fault finding and diagnosis. SSA provides real-time status, historic utilization and alarm information for ports, modules and expansion cards on the system. SSA connects to all variants of IP Office running release 4.0, using an IP connection that can be remote or local. Modem connections at 14.4kbps or above are supported for remote diagnostics. SSA provides information on the following: · Alarms SSA displays all alarms which are recorded within IP Office for each device in error. The number, date and time of the occurrence is recorded. The last 50 alarms are stored within IP Office to avoid need for local PC. · Call Details Information on incoming and outgoing calls, including call length, call ID and routing information. · Extensions SSA details all extensions (including device type and port location) on the IP Office system. Information on the current status of a device is also displayed. · Trunks IP Office trunks and connections (VoIP, analog and digital) and their current status are displayed. For VoIP trunks, QoS information is also displayed (e.g. round trip delay, jitter and packet loss) · System Resources IP Office includes central resources that are utilized to perform various functions. Diagnosing these resources is often critical to the successful operation of the system. This includes details on resources for VCM, Voic and conferencing. SSA can be launched independently or from IP Office Manager and there can be up to two (2) SSA clients connected to an IP Office unit at one time. Note: SSA is not a configuration tool for IP Office systems. For information on configuration, refer to IP Office Manager. Login Id: Administrator Password: Administrator Diagnostic tool to check the status of IPO system including real-time state and problems occurred on Calls, Extensions, Trunks, System Resources

124 Monitor Diagnostic tool to troubleshoot trunk related issues.
Used to capture traces and then sent to Avaya Backbone for analysis

125 Call Detail Recording (CDR)

126 SMDR – Station Message Detail Recording
 System  SMDR  Output  SMDR Only Server to pull CDR records Buffer in case of failure CALL DETAIL RECORDING (CDR) For IP Office customers that want to capture simple call details, the system can output Call Detail Records (CDR) to a designated IP address and port. The records that can be included by IP Office CDR output are listed below: · Date Records A date record is sent each time a CDR connection is started and then once a day (at midnight). The date can be in month/day or day/month format, as selected on the System | CDR/SMDR tab. · Call Detail Records Call detail records are sent at the termination of a call (in 5 second increments). For some formats, additional fields can be selected using the Normal, Enhanced, or ISDN options on the System | CDR/ SMDR tab. Depending upon the selected report format and options, there are a number of different fields available within the CDR. The fields are described in the IP Office Manager documentation. STATION MESSAGE DETAIL RECORDING (SMDR) For more formal call logging and reporting, the IP Office Station Message Detail Report (SMDR)output is used by third party applications for many call accounting applications. IP Office SMDR provides much greater details of the call, including duration, ring time, hold time, and transfer information. From Release 4.2 onwards, IP Office can output SMDR events directly as well as through a separate Windows service included in the IP Office Delta Server application. To generate SMDR events directly, choose SMDR from the System | CDR/SMDR tab in Manager. The IP Office Delta Server (SMDR) application is provided on the Admin portion of the IP Office CD/DVD set. It allows the detail of all calls to be sent to a file on the PC. Both methods allow the details of calls to be sent over an IP network to a TCP/IP port. Third party applications use this data to allocate costs to departments, analyze trunk capacity, report usage against account codes etc. One IP Office SMDR (Delta Server) is required for each site requiring the use of call accounting software. Please refer to the Technical Specifications section for the Delta Server requirements. Sample IP Office SMDR Information Output

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 IP Networking (H323 & SCN)

129 IP Networking Small Community Networking H.323 and Q.SIG
High integration between sites Proprietary H.323 and Q.SIG Basic functionality Open standards

130 IP Networking – H323 Trunks
PSTN PSTN 6+2xx H323 Trunk A B Sys A Sys B 2xx 2xx Hunt group 1 Huntgroup 2 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 130

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

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

133 IP Networking – H323 Trunks on Sys-A
 Short Code  Create a New Record  Short Code  Create new entry 6 as prefix Dial number as it is H323 line id to dial out 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

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

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 IP Networking – H323 Trunks on Sys-B
 Short Code  Create a New Record  Short Code  Create new entry 6 as prefix Dial number as it is H323 line id to dial out 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

137 IP Networking – H323 Trunks
PSTN PSTN 6+2xx H323 Trunk A B Sys A Sys B 201 202 201 202 Hunt group 1 Hunt group 2 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 137

138 IP Networking - SCN IP Up to 1000 users across 32 IP Office sites
Voice Networking between IP Office sites over IP links (using Linked numbering plan) 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 Desk-to-desk dialing Absent Text Message Anti-Tromboning Busy Lamp Field Call Hold Call Transfer Call Forward Hot desking across network Up to 1000 users across 32 IP Office sites SCN requires Multisite option on IP500

139 IP Networking – Extension Renumber
 Tools  Extension Renumber  Extension Renumber Number range To change Allows to renumber extensions in a certain range SCN support unique dialing plan

140 IP Networking – SCN on Sys-A
 Lines  Create a New Record  VoIP Settings  Remote IPO ip IPO Office SCN System-A: parameters of Sys B G/W IP = as remote IPO Supplementary Services = IP Office SCN

141 IP Networking – SCN on Sys-B
 Lines  Create a New Record  VoIP Settings  Remote IPO ip IPO Office SCN System-B: parameters of Sys A G/W IP = as remote IPO Supplementary Services = IP Office SCN

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 Embedded Voic

144 Embedded Voicemail - Visual Voice
 System  Voic  Voic Type  Control voic s through phone display Embedded Voic 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

145 Embedded Voicemail – User setting
 User  User  Voic  Default is ON Voic password Voic to id Personal Auto Attendant Personal Auto Attendant: press *0, *2 or *3 to transfer SMTP Integration to send Voic as

146 Embedded Voicemail – Access
Press *17 from phone to access voic menu Login using password Record greeting Retrieve voic s Tip: To prompt for Mailbox ID and Password, modify in *17 short code “Telephone Number” as “?” Voic s are deleted once user checks them To retain the voic Save option must be selected

147 Announcements Record with *91N; and *92N; ShortCodes
 User  User  Announcement  Enable Announcement Record with *91N; and *92N; ShortCodes Exa: *91201# for 1st annoucement on extn 201 Exa: *92201# for 2nd annoucement on extn 201 Announcement played on calls waiting to be answered & before sending to voic

148 Embedded Voicemail – Auto Attendant

149 Auto Attendant – add Time Profile
 Time Profile  Create New  Time Profile  1. Specify name 3. Select the period 2. Add recurring period Add a new time profile to play Auto Attendant during specified period

150 Auto Attendant Up to 40 Auto Attendant entries
 Auto Attendant  Auto Attendant  Auto Attendant  Name to AA Direct Dial-by-Number Schedule to play AA Short code to record greetings Up to 40 Auto Attendant entries New feature Direct Dial-by-Number

151 Auto Attendant Add actions to keys
 Auto Attendant  Auto Attendant  Actions  Add actions to keys Transfer call to another AA Available actions Add actions to keys System detects Fax tones to route fax calls

152 Auto Attendant  Short Codes  Short Code  Short Code  Auto Attendant AA:<AAName> Internally to test: create Shortcode with Feature: Auto Attendant and Telephone Number:AA:<name of your Auto Attendant>

153 Auto Attendant  Incoming Call Route  0  Destinations  AA:<AAName> to direct incoming calls to AA Direct calls to auto attendant using Incoming call route Destination: AA:<name of your Auto Attendant>

154 LVM Greeting Utility Used for AutoAttendant Greetings only
 Files  Advanced  LVM Greeting Utility  .wav file to be converted  Auto Attendant  Auto Attendant  Auto Attendant  Case sensitive name Select greeting 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

155 Voic Pro

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 Voicemail Type Change Voicemail Type as “Voicemail Lite/Pro“
 System  Voic  Voic Type  Voic Lite/Pro VM Pro Server IP Change Voic Type as “Voic Lite/Pro“ Specify Preferred Editition (VMPro) server IP as Voic IP Address

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 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 Login to VMPro Server to create call flow

160 Basic Auto Attendant Open VM Pro Client and add Call Flow module
 Start  Programs  IP Office  Voic Pro Client  2. Call flow name. Exa: AA 1. Add call flow module Open VM Pro Client and add Call Flow module

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

162 Basic Auto Attendant Add Transfer action for each menu touch tone
 Start  Programs  IP Office  Voic Pro Client  7. Add Transfer action two times Transfer action for 1,2 touch tone menu Add Transfer action for each menu touch tone

163 Basic Auto Attendant Add name and destination for each Transfer action
 Start  Programs  IP Office  Voic Pro Client  8. Double click 9. Name each action 10. Specify destination Add name and destination for each Transfer action

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

165 Basic Auto Attendant Join all actions using Connector
 Start  Programs  IP Office  Voic Pro Client  15. Select Connector icon 17. “Save & Make Live” 16. Connect all menu actions with respective transfer actions Join all actions using Connector Save changes and make call flow <AA> live

166 How to test Auto Attendant - Internal
 Short Codes  Short Code  Short Code  Voic Collect Call flow name. Exa: AA Internally to test: create Shortcode with Feature: Voic Collect and Telephone Number: <name of your Call Flow>

167 How to test Auto Attendant - External
 Incoming Call Route  0  Destinations  VM:<CF Name> to direct incoming calls to AA Direct calls to auto attendant using Incoming call route Destination: VM:<Call Flow Name>

168 Database access & TTS

169 UMS setup URL for web access: <Voic PC URL>/voic

170 Demo Tools

171 Demo Tools on Sales Portal

172 700504404 IPO IP500V2 R8+ DEMO KIT INTL $1,995.00
Power Demo Kit + + + + IP500v2 + Combo Card ATM + Combo Card BRI DBM32, BM12, 9621G All licenses IPO IP500V2 R8+ DEMO KIT INTL $1,995.00 https://avaya.my.salesforce.com/sfc/servlet.shepherd/version/download/ iGKNAA2

173 Server Edition Demo Kit option
Place a regular order for the pre-staged  Server Edition server, 2 options: 270395  DL120G7 SRVR IPO R8.1+ ME EXP              $3.500,00 270393  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 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 Demo Anywhere Solution Setup
Demo environment is a non-networked environment Ext 103 Carol (Customer) Access Point ERS 3500 POE switch Wi Fi Laptop Running IP Office Anywhere One-X Portal Outlook plugin Alice (Sales VP, Gillians) Ext 101 Ext 102 Bob (Sales, Gillians)

176 EZ Demo

177 Training

178 Avaya University Training
Training available from Avaya University: Avaya Connect Competency Model has 3 SME credentials: Avaya Professional Sales Specialists (APSS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Solutions Specialist (ACSS)

179 APSS – Avaya Professional Sales Specialist

180 Transition Skills to IP Office 8
Transition Skills to IP Office 8.1 IP Office Avayalive™ Engage Technical Center Course Number Course Name Duration Availability Description 1S00010E IP 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, 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

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 ACIS – Avaya Certified Implementation Specialist
Virtual and instructor led Boot Camps IP Office Technical Center Self-paced DVD’s

183 ACIS Test – Pearson Vue www.pearsonvue.com/avaya
Tests are taken at a Pearson Vue testing Center – you must complete this step to achieve the ACIS Certification

184


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