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Avaya IP Office. Tech Workshop. 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)

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Avaya ip office

Avaya IP Office

Tech Workshop


Agenda
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 Voicemail

    • Auto Attendant

    • Voicemail Pro

    • Advanced Auto Attendant


Checklist
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)



Ip office 500v2 overview

2 – 384 users

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


Ip500v2 front back
IP500v2 – front & back

  • LAN IP: 192.168.42.1 / 255.255.255.0

  • WAN IP: 192.168.43.1 / 255.255.255.0


Base daughter cards
Base/Daughter Cards:

  • 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)


Ip office 500v2 cards
IP Office 500v2 cards

*IP phones also require an IP Endpoint license, 12 licenses included with VCM32/64


Bus architecture

POTS ports

Voice mail

Conference bridge

DS ports

line ports

MoH

TDM Bus

Packet Bus

IP line

IP ext

Bus architecture

Digital phones

Analog phones

Analog / ISDN trunks

IP hard/soft phones

IP trunks


Card port numbering
Card port numbering

Base card (extensions)

Daughter card (trunks)

1

3

5

9

11

7

2

4

6

8

10

12


Ip office 500 expansion modules
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


System sd card software licensing
System SD Card & Software Licensing

  • System SD card

    • 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


Application trial license
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.



Ip office software
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



Ip office management architecture
IP Office Management Architecture

IP OFFICE MEMORY

MANAGER PROGRAM

ROM boot program

FLASH (SD card)

FIRMWARE

ip500v2.bin

IP

Default IP: 192.168.42.1

Standard login: Administrator/

Administrator

FLASH (SD card) configuration config.cfg

  • Activate changes:

    • merge

    • reboot

RAM configuration


Sd card
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

    • Containsa copy of the primary folder at some previous point

  • /lvmail

    • the system prompts used by embedded voicemail.

    • /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


Boot process
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.



Configuration file calculator tool knowledge base tools section
Configuration file – Calculator Tool Knowledge Base / Tools section

  • System Limits dependant on file size



Manager interface
Manager Interface

receive config

send config


Install ipo manager
Install IPO Manager

Login:

User Name: Administrator

Password: Administrator

  • Install Admin/User DVD to load IPO Manager application to manage IP Office


System settings
System Settings

 System System 

Set Locale to adjust Trunk Parameters

Name for Identification

IPO address for IP phone firmware upgrade

  • Set system Locale to adjust trunk parameters

  • Set TFTP & HTTP Server IP to upgrade IP phone firmware


Lan settings
LAN Settings

 System LAN1  LAN Settings 

LAN1 IP Address and Mask

DHCP Pool

  • Default LAN1 IP: 192.168.42.1

  • DHCP is ON by default


Lan settings1
LAN Settings

 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



License the 32 character key
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.


License the 32 character key1
License – the 32-character key

 License License 

  • Tip: CopyKeysfrom .xlsfileand Paste in toLicensemenu


Manager directories
Manager - directories

  • Config files (.cfg) and backup files (.BAK) automatically stored in Working Directory

  • Bin filedirectoryusedassourceforupgradesthrough Manager


Ip office upgrades online
IP Office Upgrades - online

  • Install new CD (ADMIN)

  • Upgrade through Upgrade Wizard or using SD card

  • Upgrades can be performed over the WAN

Shows version available on the PC. Must show 8.0.x

Check to copy system files on to SDCard


Ip office upgrades using sd card
IP Office Upgrades – using SD card

  • Upgrades canbedonebycopying all therequiredfilestothe SD card, andtherebootingthesystem

  • Possiblemethods:

    • Using System SD cardlocally on PC (quickest method!)

      • Shutdown System SD cardandremovefromsystem

      • Recreatethe SD cardfrom Manager (File -> Advanced -> Recreate SD card).

      • Insert the SD card in the IP Office andrebootthesystem

    • Upgrade from Optional SD card

      • Recreatethe Optional SD card

      • From Embedded File Management, select File-> Upgrade Binariestocopythefilestothe System SD card. The IP Office will berestartedautomatically.

    • Using Manager / Embedded File Management

      • Select File -> Backup System

      • Select File -> Upload System Files


Manager audit trail
Manager Audit Trail

  • Shows last 16 changes


Security settings manager users passwords secure communication with ipo
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


Ebedded file management
Ebedded File Management communication with IPO

  • View and manage files stored on the SD Card


Manager offline configuration
Manager Offline Configuration communication with IPO

  • Prepare config file without connecting to actual system



Extensions
Extensions communication with IPO

  • Physical extensions are created automatically, and cannot be added or deleted

  • IP extensions can be added manually or automatically


Extensions continued
Extensions (continued) communication with IPO

  • 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


Digital extensions
Digital Extensions communication with IPO

 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


Ip extensions
IP Extensions communication with IPO

  • DHCP orStatic IP

  • Need

    • Own IP address

    • Call Server IP address & port

    • HTTP server (firmwareupgrades & settingsfiledownload)

    • Extension (stored on theset)

  • IP phonesneedtoregister. With “auto-create“ extensionsenabled, IP phonescanregisterwithanyfreeextensionnumberthattheuserenters.

  • Staticaddressing: press “*“ whenpromptedduringstartup

    • 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> 27238 #


Ip extensions1

IPO address for IP phone firmware upgrade communication with IPO

Firmware is stored on SD Card

Required by Soft Video phone

IP Extensions

 System System 

  • Set TFTP & HTTP Server IP to upgrade IP phone firmware


Ip extensions2
IP Extensions communication with IPO

 System  LAN1  VoIP 

To auto create User for IP Extn.

  • To add User automatically when IP extension is setup


Ip extensions3
IP Extensions communication with IPO

 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


Ip extensions4
IP Extensions communication with 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> 27238 #

To edit configuration: Press * upon reboot


Users
Users communication with IPO

  • 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)


Users profile
Users - Profile communication with IPO

 User  User  User  Profile 

User productivity

  • Allows to select type of user whether Receptionist, Mobile Worker etc

  • User productivity require license


Users appearance buttons
Users – appearance buttons communication with IPO

  • 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.


Users phone button programming
Users - Phone Button Programming communication with IPO

 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


Users hot desking
Users – Hot Desking communication with IPO

 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


User rights templates
User Rights (templates) communication with IPO

  • Set & lock usersettings in a template


User rights for button prog
User Rights – for button prog. communication with IPO

 User Rights  New 

Add new User Group

  • Add new group to assign specific feature or restrictions to set of users


User rights for button prog1
User Rights – for button prog. communication with IPO

 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


User rights for button prog2
User Rights – for button prog. communication with IPO

 User Rights  User Rights Membership  Members of this User Rights 

Select user members

  • Select users who are going to receive the button programming


User applications
User Applications communication with IPO


Phone manager lite
Phone Manager communication with IPOLite

  • PC Call Control (Phone Manager Lite)

  • Dial In/Out

  • Transfer

  • Conference

  • BLF Indication

  • Speed Dial

  • Call Log

  • Voicemail……...

  • NOTE: PM Pro/ Softphone are EndOfSale in March 2012


Phone manager
Phone Manager communication with IPO

  • Select Phone Manager Option: Lite

  • Install User Software. (USER4_2_43.exe)

  • Reboot PC/Laptop

  • Login with User and Password to start managing calls


Cti lite configuration
CTI Lite configuration communication with IPO

  • 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


Cti lite click to dial from outlook contacts
CTI Lite: click-to-dial from Outlook Contacts communication with IPO

  • Select „Auto-Dialer from contact

  • From „Dialling Options“: Select IP Office extension

  • Click „Start Call“

Autodialer button

IP Office extension


Softconsole
Softconsole communication with IPO

  • Requires Receptionist license

  • Easy call transfer using drag & drop

 User  User  User  Profile 


Softconsole1
Softconsole communication with IPO

Start  Programs  IP Office  SoftConsole

User name/ extension to be controlled


Video softphone

Required by Soft Video phone communication with IPO

Video Softphone

  • Requires Teleworker or Power User license

  • Uses existing user‘s extension, no need to create additional VoIP extension

 User  User  User  Profile 

 System System  “Enable Softphone HTTP Provisioning”


Video softphone1
Video Softphone communication with IPO

Start  Programs  IP Office  IP Office Softphone

IP Office User name & password


Example 3rd party sip softphone x lite
Example 3rd party SIP Softphone: X-Lite communication with IPO

  • Requires 3rd-part IP Endpointlicense

  • Need tocreate User + VoIPextension

  • SIP accountdetails:

    • User name = IP Office Extension Number

    • Password = Login code (User -> Telephony -> Supervisor Settings)

    • Authorizationusername = IP Office username

    • Domain = IP Office IP address

  • Configurationdetailsfortesteddevicescanbefound in the „SIP Extensions“ manual


One x portal
One-X Portal communication with IPO

 User  User  User  Profile 

  • Requires Windows/Linux Server astheserver, a browserastheclient

  • Requires Office Worker, Teleworkeror Power User license

  • Telecommutermode not availablewith Office Worker


Hunt groups
Hunt Groups communication with IPO


Hunt groups1
Hunt Groups communication with IPO

  • 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

  • Voicemail: Redirect calls to Voicemails


Hunt groups add
Hunt Groups - Add communication with IPO

 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


Hunt groups members
Hunt Groups - Members communication with IPO

 HuntGroup  HuntGroup  Hunt Group  Edit 

Edit Hunt Group members

Select Users and click Append

  • Edit Hunt Group members


Hunt group overflow
Hunt Group - Overflow communication with IPO

 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 Voicemail Answer Time, call will redirected to voicemail


Trunks
Trunks communication with IPO


Lines trunks
Lines (trunks) communication with IPO

  • 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


Analog lines
Analog Lines communication with IPO

 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.


Analog lines1
Analog Lines communication with IPO

 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


Analog lines2
Analog Lines communication with IPO

 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


Analog lines3
Analog Lines communication with IPO

 System  System  Locale 

Customize

Tone Plan 2 for UK

Enable Busy Tone Detection

  • Important:Locale sets telephony plus external line parameters.


Pri lines
PRI Lines communication with IPO

 Lines  Line  PRI Line 

Line group to dial out

PRI line showed as Cat5 cable in blue color

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.


Pri lines1
PRI Lines communication with IPO

 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


Sip trunking technical view
SIP Trunking – Technical View communication with IPO

IP Office Managed View

SIP

Provider

SIP phone

DECT R4

B2BUA

Call

Control

UA

IP phone

H323

SIP

Provider

B2BUA

Digital phone

DCP

B2BUA

Analog

Analog phone

SIP

Provider

  • 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


Why nats break voip part of the story
Why NATs break VoIP communication with IPO(part of the story)

Public Internet

N

A

T

ITSP

IP Office

217.41.84.180

192.168.42.1

192.168.42.2

217.41.84.186

The SIP Message, at a higher layer, untouched by the NAT, tells the ISP to set up the RTP to 192.168.42.1

SIP Message

SIP Message

NAT replaces the source address 192…1 with 217…186

SIP message from 192…1 to 217…180

RTP/RTCP

RTP/RTCP

The ITSP Is expecting RTP from 192.168.42.1

NAT replaces the source address 192…1 with 217…186

RTCP & RTP from 192…1 to 217…180

The ITSP Is sends RTP to 192.168.42.1 which miss-routes in the internet

SIP message from 192…1 to 217…180


NAT Firewall / Router communication with IPO

STUN server

SIP network topology using STUN

PSTN

Request NAT information

SIP ServiceProvider

Retrieve NAT information

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


Sip trunks templates
SIP trunks - templates communication with IPO

  • 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.

    .


Sip trunks
SIP trunks communication with IPO

 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

    .


Sip trunks1
SIP trunks communication with IPO

 Lines  SIP Line  Transport 

STUN activation (none = not active)


Sip trunks2
SIP trunks communication with IPO

 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

    .


Sip trunks3
SIP trunks communication with IPO

 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

    .


Sip trunks stun configuration
SIP trunks: STUN configuration communication with IPO

 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

    .


Sip trunks ip routing
SIP trunks: IP routing communication with IPO

 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 0.0.0.0 for address & mask) is used to define the default gateway

    .


Incoming call routing
Incoming Call Routing communication with IPO



Incoming call route form 1
Incoming Call Route - Form (1) communication with IPO

 Incoming Call Route  0  Standard 

Default route “0”

Incoming call trunk Line Group

Matches the digits provided by telco

Callers ICLID

Select Music source


Incoming call route form 2
Incoming Call Route - Form (2) communication with IPO

 Incoming Call Route  0  Destinations 

Enter manually or select option to redirect calls

Routing schedule


Incoming call route did setup
Incoming Call Route – DID setup communication with IPO

 Incoming Call Route  Incoming Call Route  Standard 

New entry

DID number with x wild cards.

Exa: 404xxxx for DID range 4048100-to-4048199

  • Wild card “x” is used to represent single digit


Incoming call route did setup1
Incoming Call Route – DID setup communication with IPO

 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


Incoming call route did setup2
Incoming Call Route – DID Setup communication with IPO

 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


Short codes
Short Codes communication with IPO


Short codes1
Short Codes communication with IPO

  • 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.


Short codes outgoing call flow used
Short Codes – Outgoing Call flow used communication with IPO

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 number on specified trunk

Dial feature routes to trunk directly


Short codes2
Short Codes communication with IPO

 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”


Short codes with prefix 9
Short Codes – with prefix 9 communication with IPO

 Short Code  Short Code  Short Code 

Create new entry

Default 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


Short codes trunk access through ars
Short Codes – trunk access (through ARS) communication with IPO

  • Default entry

    (no trunk access code)

  • 0 for trunk access

0 as prefix

Pass numbers followed by 0


Short codes call restriction
Short Codes – call restriction communication with IPO

  • 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.


Short codes feature access
Short Codes – feature access communication with IPO

  • Speed Dial

  • Do Not Disturb


Short codes feature access1
Short Codes – feature access communication with IPO

  • Call Pickup Any

  • Forward Number


Short codes hot desking feature
Short Codes - hot desking feature communication with IPO

  • Use own profile from any phone

  • Example: extension 201, login code 1234:

    • Log In: *35*201*1234#

    • Log Off: *36


Short codes dial paging
Short Codes – dial paging communication with IPO

  • 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#


Automated route selection default entry
Automated Route Selection (default entry) communication with IPO

 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.


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

ARS entry for SIP calls

  • SIP calls require special formatting in the ShortCode entry.


Short codes processing
Short Codes Processing sending out on the trunk

 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


Music on hold
Music on Hold sending out on the trunk


Music on hold1
Music On Hold sending out on the trunk

 System  Telephony  Tones & Music 

 Incoming Call Route  0  Standard 

  • Upto 4 sources (max. 1 external) possible

  • PCM, 8kHz 16-bit, mono, maximum length 90 seconds Initial downloadfrom TFTP server

  • Automaticallystored on SD card

MoH file name

WAV:<MoH file name>

Select Music source for incoming calls


Documentation
Documentation sending out on the trunk


Knowledgebase marketingtools avaya com knowledgebase
Knowledgebase sending out on the trunk marketingtools.avaya.com/knowledgebase

  • Manuals, TechTips & Bulletins, Tools, search engine

  • Online & offline version


Product description
Product Description sending out on the trunk

  • Description of HW, SW andfeatures


Manager manual
Manager Manual sending out on the trunk

  • IPO Programming


Ip office installation manual
IP Office Installation Manual sending out on the trunk

  • Installation procedure

  • Technical description of HW and licenses


Voicemail pro installation manual
Voicemail Pro Installation Manual sending out on the trunk

  • Voicemail Pro configuration description


Tech tips and tech bulletins
Tech Tips and Tech Bulletins sending out on the trunk

  • Tech Tips for solving field issues

  • Tech Bulletins on new releases


Ip office caveats
IP Office Caveats sending out on the trunk

  • Searchable bug database


Ip office matrix
IP Office Matrix sending out on the trunk

  • Consolidatedtechnicalinformation

  • Availablefordownloadfrom BP Portal / SMB Sales / IP Office Sales Tools


Tools
Tools sending out on the trunk


System status application ssa
System Status Application (SSA) sending out on the trunk

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


Monitor
Monitor sending out on the trunk

  • Diagnostic tool to troubleshoot trunk related issues.

  • Used to capture traces and then sent to Avaya Backbone for analysis


Call detail recording cdr
Call Detail Recording (CDR) sending out on the trunk


Smdr station message detail recording
SMDR – Station Message Detail Recording sending out on the trunk

 System  SMDR  Output 

SMDR Only

Server to pull CDR records

Buffer in case of failure

Sample IP Office SMDR Information Output


Smdr station message detail recording1
SMDR – Station Message Detail Recording sending out on the trunk

 HyperTerminal 

IPO address

Same port as SMDR in IPO

  • HyperTerminal can be used as a CDR server to pull records and display real-time


Ip networking h323 scn
IP Networking (H323 & SCN) sending out on the trunk


Ip networking
IP Networking sending out on the trunk

  • Small Community Networking

    • High integration between sites

    • Proprietary

  • H.323 and Q.SIG

    • Basic functionality

    • Open standards


Ip networking h323 trunks
IP Networking – H323 Trunks sending out on the trunk

  • 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

PSTN

PSTN

6+2xx

H323 Trunk

A

B

192.168.42.1

192.168.42.2

Sys A

Sys B

2xx

2xx

Huntgroup 2

Hunt group 1

130


Ip networking h323 trunks on sys a
IP Networking – H323 Trunks on Sys-A sending out on the trunk

 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


Ip networking h323 trunks on sys a1
IP Networking – H323 Trunks on Sys-A sending out on the trunk

 Lines  Create a New Record  VoIP Settings 

Remote IPO ip

H450 as H323 Trunk

  • System-A: parameters of Sys B

    • G/W IP = 192.168.42.2 as remote IPO

    • Supplementary Services = H450


Ip networking h323 trunks on sys a2
IP Networking – H323 Trunks on Sys-A sending out on the trunk

 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


Ip networking h323 trunks on sys b
IP Networking – H323 Trunks on Sys-B sending out on the trunk

 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


Ip networking h323 trunks on sys b1
IP Networking – H323 Trunks on Sys-B sending out on the trunk

 Lines  Create a New Record  VoIP Settings 

Remote IPO ip

H450 as H323 Trunk

  • System-B: parameters of Sys A

    • G/W IP = 192.168.42.1 as remote IPO

    • Supplementary Services = H450


Ip networking h323 trunks on sys b2
IP Networking – H323 Trunks on Sys-B sending out on the trunk

 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


Ip networking h323 trunks1
IP Networking – H323 Trunks sending out on the trunk

  • Test Connectivity:

    • From Sys-A dial 6+201 to reach 201 on Sys-B

    • From Sys-B dial 6+201 to reach 201 on Sys-A

  • Uniform dialing plan is possible through prefix in case of H323 trunk

PSTN

PSTN

6+2xx

H323 Trunk

A

B

192.168.42.1

192.168.42.2

Sys A

Sys B

201

202

201

202

Hunt group 2

Hunt group 1

137


Ip networking scn

Desk-to-desk dialing sending out on the trunk

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 VoiceMail Pro)

Dynamic Internal Users Directory

Distributed Groups across network

IP

IP Networking - SCN

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 networking extension renumber
IP Networking – Extension Renumber sending out on the trunk

 Tools  Extension Renumber 

Extension Renumber

Number range

To change

  • Allows to renumber extensions in a certain range

  • SCN support unique dialing plan


Ip networking scn on sys a
IP Networking – SCN on Sys-A sending out on the trunk

 Lines  Create a New Record  VoIP Settings 

Remote IPO ip

IPO Office SCN

  • System-A: parameters of Sys B

    • G/W IP = 192.168.42.2 as remote IPO

    • Supplementary Services = IP Office SCN


Ip networking scn on sys b
IP Networking – SCN on Sys-B sending out on the trunk

 Lines  Create a New Record  VoIP Settings 

Remote IPO ip

IPO Office SCN

  • System-B: parameters of Sys A

    • G/W IP = 192.168.42.1 as remote IPO

    • Supplementary Services = IP Office SCN


Ip networking scn fallback
IP Networking – SCN Fallback sending out on the trunk

 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, voicemails (Pref. Edition) services

  • 3-minutes delay in fallback


Embedded voicemail
Embedded Voicemail sending out on the trunk


Embedded voicemail visual voice
Embedded Voicemail - Visual Voice sending out on the trunk

 System  Voicemail  Voicemail Type 

  • Select voicemail type as Embedded Voicemail

  • Message Button to Visual Voice or User Button (Emulation -> Visual Voice)

  • Max. 6 voicemailchannelsandupto 15 hoursof Voicemails arestored on the SD Card

Control voicemails through phone display

Embedded Voicemail


Embedded voicemail user setting
Embedded Voicemail – User setting sending out on the trunk

 User  User  Voicemail 

Default is ON

Voicemail password

Voicemail to email id

Personal Auto Attendant

  • Personal Auto Attendant: press *0, *2 or *3 totransfer

  • SMTP Integration to send Voicemail as Email


Embedded voicemail access
Embedded Voicemail – Access sending out on the trunk

  • Press *17 from phone to access voicemail menu

  • Login using password

  • Record greeting

  • Retrieve voicemails

Tip:

To prompt for Mailbox ID and Password, modify in *17 short code “Telephone Number” as “?”

  • Voicemails are deleted once user checks them

  • To retain the voicemail Save option must be selected


Announcements
Announcements sending out on the trunk

 User  User  Announcement 

  • Announcement played on calls waiting to be answered & before sending to voicemail

Enable Announcement

  • Record with *91N; and *92N; ShortCodes

    • Exa: *91201# for 1st annoucement on extn 201

    • Exa: *92201# for 2nd annoucement on extn 201


Embedded voicemail auto attendant
Embedded Voicemail – Auto Attendant sending out on the trunk


Auto attendant add time profile
Auto Attendant – add Time Profile sending out on the trunk

 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


Auto attendant
Auto Attendant sending out on the trunk

 Auto Attendant  Auto Attendant  Auto Attendant 

Name to AA

Direct Dial-by-Number

Schedule to play AA

Short code to record greetings

  • Upto 40 Auto Attendantentries

  • New featureDirectDial-by-Number


Auto attendant1
Auto Attendant sending out on the trunk

 Auto Attendant  Auto Attendant  Actions 

Add actions to keys

Transfer call to another AA

Available actions

  • Add actionstokeys

  • System detects Fax tonesto route fax calls


Auto attendant2
Auto Attendant sending out on the trunk

 Short Codes  Short Code  Short Code 

Auto Attendant

AA:<AAName>

  • Internallytotest: create Shortcode with Feature: Auto AttendantandTelephoneNumber:AA:<nameofyour Auto Attendant>


Auto attendant3
Auto Attendant sending out on the trunk

 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>


Lvm greeting utility
LVM Greeting Utility sending out on the trunk

 Files  Advanced  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

 Auto Attendant  Auto Attendant  Auto Attendant 

.wav file to be converted

Case sensitive name

Select greeting


Voicemail pro
Voicemail Pro sending out on the trunk


Vm pro installation
VM Pro Installation sending out on the trunk

  • Use VM Pro CD

  • Select requiredlanguagesfrom Wizard

  • „Web Voicemail“ (UMS) optiononlyappearsif IIS installed

  • „Allow VM Pro servicetointeractwithdesktop“ cangivehelpfultroubleshootinginfofor lab purposes

  • TTS on separate CDs


Voicemail type
Voicemail Type sending out on the trunk

 System  Voicemail  Voicemail Type 

Voicemail Lite/Pro

VM Pro Server IP

  • Change Voicemail Type as “Voicemail Lite/Pro“

  • SpecifyPreferredEditition (VMPro) server IP as Voicemail IP Address


Basic auto attendant
Basic Auto Attendant sending out on the trunk

  • Needs ShortCode in Manager:Telephone Number = CallFlow name, Feature = Voicemail node

  • Or Incoming Route Destination:VM:CallFlowName

  • ??? for 3-digit number

  • $ for any number


Basic auto attendant1
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail Pro Client 

Log In

VM Pro Login

VM Pro Server IP

  • Login toVMPro Server tocreatecallflow


Basic auto attendant2
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail Pro Client 

2. Call flow name. Exa: AA

1. Add call flow module

  • Open VM Pro Client andadd Call Flow module


Basic auto attendant3
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail 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 actionwithTouch Tones


Basic auto attendant4
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail Pro Client 

7. Add Transfer action two times

Transfer action for 1,2 touch tone menu

  • Add Transfer actionforeachmenutouch tone


Basic auto attendant5
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail Pro Client 

8. Double click

10. Specify destination

9. Name each action

  • Add nameanddestinationforeach Transfer action


Basic auto attendant6
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail 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 actionwith “???“ Toch Tone forDial-by-Number

  • Add Transfer actionwith “$KEY“ asdestinationforDial-by-Number


Basic auto attendant7
Basic Auto Attendant sending out on the trunk

 Start  Programs  IP Office  Voicemail Pro Client 

15. Select Connector icon

17. “Save & Make Live”

16. Connect all menu actions with respective transfer actions

  • Join all actionsusing Connector

  • Save changesandmakecallflow <AA> live


How to test auto attendant internal
How to test Auto Attendant - Internal sending out on the trunk

 Short Codes  Short Code  Short Code 

Voicemail Collect

Call flow name. Exa: AA

  • Internallytotest: create Shortcode with Feature: Voicemail CollectandTelephoneNumber: <nameofyour Call Flow>


How to test auto attendant external
How to test Auto Attendant - External sending out on the trunk

 Incoming Call Route  0  Destinations 

VM:<CF Name>

to direct incoming calls to AA

  • DirectcallstoautoattendantusingIncomingcall route

  • Destination: VM:<Call Flow Name>


Database access tts
Database access & TTS sending out on the trunk


Ums setup
UMS setup sending out on the trunk

  • URL for web access: <Voicemail PC URL>/voicemail


Demo tools
Demo Tools sending out on the trunk


Demo tools on sales portal
Demo Tools on Sales Portal sending out on the trunk


Power demo kit
Power Demo Kit sending out on the trunk

  • IP500v2 + Combo Card ATM + Combo Card BRI

  • 1416 + DBM32, 9508 + BM12, 9621G

  • All licenses

+

+

+

+

700504404 IPO IP500V2 R8+ DEMO KIT INTL $1,995.00

https://avaya.my.salesforce.com/sfc/servlet.shepherd/version/download/06830000002iGKNAA2


Server edition demo kit option
Server Edition Demo Kit option sending out on the trunk

  • 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/06830000002iGKNAA2

  • A maximum of 4 Server Edition licenses can be requested


Demo tool demo anywhere
Demo Tool: Demo Anywhere sending out on the trunk

  • 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=a3j30000000LEBuAAO


Demo anywhere solution setup
Demo Anywhere Solution sending out on the trunkSetup

  • Demo environment is a non-networked environment

Ext 103

Carol

(Customer)

Access Point

ERS 3500

POE switch

WiFi

  • Laptop Running

  • IP Office Anywhere

  • One-X Portal

  • Outlook plugin

Alice

(Sales VP, Gillians)

Ext 101

Ext 102

Bob

(Sales, Gillians)


EZ Demo sending out on the trunk


Training
Training sending out on the trunk


Avaya university training
Avaya University Training sending out on the trunk

  • Training availablefrom Avaya University:

    • www.avaya-learning.com

  • Avaya Connect Competency Model has 3 SME credentials:

    • Avaya Professional Sales Specialists (APSS)

    • Avaya Certified ImplementationSpecialist (ACIS)

    • Avaya Certified Solutions Specialist (ACSS)



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.

Transition Skills to IP Office 8.1IP Office Avayalive™ Engage Technical Center

  • 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


Ip office server edition technical training
IP Office Server Edition Technical Training your signed agreement or Avaya policy.

  • 4-hour web-based course:

    •   4S00006W IP Office Release 8.1, Mid-Market and Linux -Technical Overview


Acis avaya certified implementation specialist
ACIS your signed agreement or Avaya policy.– Avaya Certified Implementation Specialist

Virtual and instructor led Boot Camps

IP Office Technical Center

Self-paced DVD’s


Acis test pearson vue
ACIS Test – your signed agreement or Avaya policy.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


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