Avaya IP Office Tech Workshop. © 2011 Avaya Inc. All rights reserved. 22 Agenda Day-1: System...

Avaya IP Office Tech Workshop

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

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 17 IP Office Management Architecture ROM boot program FLASH (SD card) FIRMWARE ip500v2.bin FLASH (SD card) configuration config.cfg RAM configuration IP OFFICE MEMORY MANAGER PROGRAM IP Activate changes: merge reboot Default IP: 192.168.42.1 Standard login: Administrator/ Administrator

2011 Avaya Inc. All rights reserved. 18 SD card /primary Contains firmware files, music on hold files, license key files, config This is the main set of files used by the IP Office system when booting up /backup Contains a copy of the primary folder at some previous point /lvmail the system prompts used by embedded 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

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

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

2011 Avaya Inc. All rights reserved. 28 Default Configuration User Name:Administrator Password:Administrator LAN1: IP address 192.168.42.1; Mask 255.255.255.0; DHCP Server: Yes; Pool Size: 200 LAN2 / WAN: IP address 192.168.43.1; Mask 255.255.255.0; DHCP Server: Yes; Pool Size: 200 Default Starting Extension:201 onward Hunt Group:200; where first 10 users are the members Incoming Call Route:Voice calls are routed to hunt group 200 members Outgoing Call Route:Calls can be dialed out with out any prefix

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 42 IP Extensions DHCP or Static IP Need Own IP address Call Server IP address & port HTTP server (firmware upgrades & settings file download) Extension (stored on the set) IP phones need to register. With auto-create extensions enabled, IP phones can register with any free extension number that the user enters. Static addressing: press * when prompted during startup Note: standard PROCPSWD on 96xx: 27238 View settings (16xx) : VIEW # Clear settings (also EXT NUMBER, 16xx): CLEAR # On 96xx: access VIEW/CLEAR procedures through: PROCPSWD #, so by default: 27238 #

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

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

2011 Avaya Inc. All rights reserved. 46 IP Extensions 1.Change TFTP/HTTP Server IP as IPO 2.Select H323 Auto-Create User 3.Set DHCP Option (Optional) 4.Reboot Phone 5.Specify Extension on the phone To view 16xx phone Config: VIEW# To reset 16xx phone Config: CLEAR# To view/reset 96xx phone Config: 27238 # To edit configuration: Press * upon reboot Summary:

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

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 63 Video Softphone Requires Teleworker or Power User license Uses existing users extension, no need to create additional VoIP extension User User User Profile Required by Soft Video phone System System Enable Softphone HTTP Provisioning

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

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

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 81 Why NATs break VoIP (part of the story) NATNAT ITSP Public Internet IP Office 192.168.42.1192.168.42.2 217.41.84.186 217.41.84.180 SIP message from 1921 to 217180 NAT replaces the source address 1921 with 217186 The SIP Message, at a higher layer, untouched by the NAT, tells the ISP to set up the RTP to 192.168.42.1 RTCP & RTP from 1921 to 217180 NAT replaces the source address 1921 with 217186 SIP Message RTP/RTCP The ITSP Is expecting RTP from 192.168.42.1 SIP message from 1921 to 217180 The ITSP Is sends RTP to 192.168.42.1 which miss- routes in the internet

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 89 SIP trunks: IP routing IP Route IP routing needs to be defined to route the outbound SIP traffic through the appropriate gateway. The static route as shown here (with 0.0.0.0 for address & mask) is used to define the default gateway.

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

2011 Avaya Inc. All rights reserved. 94 Incoming Call Route DID setup Incoming Call Route Incoming Call Route Standard DID number with x wild cards. Exa: 404xxxx for DID range 4048100-to-4048199 Wild card x is used to represent single digit New entry

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 130 IP Networking H323 Trunks Sys B Sys A Hunt group 1 Huntgroup 2 PSTN AB H323 Trunk 130 VoIP over H.323 / QSIG over E1T1 / Standards Based TDM Desk-to-Desk dialing Calling / Connected Party Number Calling / Connected Name Presentation Call Hold Call Transfer 192.168.42.1192.168.42.2 2xx 6+2xx

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

2011 Avaya Inc. All rights reserved. 132 IP Networking H323 Trunks on Sys-A Lines Create a New Record VoIP Settings Remote IPO ip System-A: parameters of Sys B G/W IP = 192.168.42.2 as remote IPO Supplementary Services = H450 H450 as H323 Trunk

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

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

2011 Avaya Inc. All rights reserved. 135 IP Networking H323 Trunks on Sys-B Lines Create a New Record VoIP Settings Remote IPO ip H450 as H323 Trunk System-B: parameters of Sys A G/W IP = 192.168.42.1 as remote IPO Supplementary Services = H450

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

2011 Avaya Inc. All rights reserved. 137 IP Networking H323 Trunks Sys B Sys A Hunt group 1 Hunt group 2 PSTN AB H323 Trunk 137 Test Connectivity: From Sys-A dial 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 192.168.42.1192.168.42.2 201 6+2xx 202 201202

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

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

2011 Avaya Inc. All rights reserved. 140 IP Networking SCN on Sys-A Lines Create a New Record VoIP Settings Remote IPO ip System-A: parameters of Sys B G/W IP = 192.168.42.2 as remote IPO Supplementary Services = IP Office SCN IPO Office SCN

2011 Avaya Inc. All rights reserved. 141 IP Networking SCN on Sys-B Lines Create a New Record VoIP Settings Remote IPO ip System-B: parameters of Sys A G/W IP = 192.168.42.1 as remote IPO Supplementary Services = IP Office SCN IPO Office SCN

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 156 VM Pro Installation Use VM Pro CD Select required languages from Wizard Web Voicemail (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

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

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

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

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

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

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

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

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

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

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

2011 Avaya Inc. All rights reserved. 172 Power Demo Kit 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

2011 Avaya Inc. All rights reserved. 173 Server Edition Demo Kit option Place a regular order for the pre-staged Server Edition server, 2 options: 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

2011 Avaya Inc. All rights reserved. 174 Demo Tool: Demo Anywhere Server running on Linux Preconfigured image for VMWare player Allows demonstration of UC features on a laptop: VM Pro One-X Portal Softphone Flare Communicator One-X Mobile Receptionist IP phones / SIP trunks Fully configurable https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3j30000000LEBuAAO

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

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

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

Avaya IP Office Tech Workshop. © 2011 Avaya Inc. All rights reserved. 22 Agenda Day-1: System...

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Transcript of Avaya IP Office Tech Workshop. © 2011 Avaya Inc. All rights reserved. 22 Agenda Day-1: System...