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 35 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

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.
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

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