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Avaya 16CC Administrator's Guide

1. 66 The GROUP System Value IA IA AWA nee ede wee 68 Chapter 8 Administering TelephoneOptions 69 Administering Options for Avaya Agent Deskphone 16CC Telephones 69 VLAN Considerations soo oWooo WWW oocooco co Wo WooWo doc 82 VLAN TAGGING 244 ee 4d na be Ra rn 83 VLAN DGIGCHON i sec ada SBR RRR a eee oe ees 83 VLAN Default Value and Priority Tagging 84 VLAN Separation sss cb sc ee eee dki eee eee ee ede ee es 84 DNS Addressing o ecoa cada cece ea 425 66655 555 6 6 664 86 Local Administrative Craft Options Using the Telephone Dialpad 86 Language Selection o 2 564 sd ee eH eS STEER ORES SEHR ES ESS 87 Enhanced Local Dialing e s 265456645 c6 mma isso ee a 88 Enhanced Local Dialing Requirements 89 Agent Confirmation Tones 90 Chapter 9 Administering Applications and Options 93 Customizing Telephone Applications and Options 93 Issue 1 January 2008 5 Contents Backup Restore of User Settings Appendix A Glossary of Terms Appendix B Related Documentation AvayaCallCenter5 ODocumentation ETFIDOCUMENES IIIA Kama aan ee RR IA MU DO sc sida E Se ae aE Ma Ma ar Ge EA ISO IEC ANSI IEEE Documents Appendix C Sample Station Forms and Other Screens
2. 93 Application specific parameters administering 15 D ASAI Features screen 108 DHCP and File Servers 2 2 2 eee 49 Assessment of Network 4 23 DHCP Generic Setup oaa 52 Authentication and Registration 26 DHCP options 52 Avaya Agent Deskphone 16CC DHCP ParametersSetby 51 Administering Options for aaa 69 DHCP Server o La aL aL L LL L LL 24 Administration Alternatives and Options 15 DHCP Server Administration 50 in the Avaya SIP Call Center Environment 19 DHCP Server Setup 50 Initialization Process 20 DHCP Server to Telephone initialization 20 Scripts and Binary Files 64 DHCP Server Windows 2000 Setup 59 Avaya Agent Deskphone 16CC Telephone Feature DHCP Server Windows NT 4 0 Setup 55 Pelan na as DHCP Configuring o o 00 50 vaya tee A PRA Dialing Enhanced Requirements 89 DIFFSERV 000 cr oe wa Lp aa amp eS 37 B DNSAddessing 86 Document Organization 10 Backup Restore of User Settings 94 Documentation Other aa a 41 Binary File and Upgrade Script File 64 Binary File and Upgrade Script Choosing 64 Binary Files and Telephone Software 63 E Enhanced Dialing Procedures 88 C Enhanced L
3. Chapter 7 Telephone Software Describes telephone software covers application software and Binary Files downloads and provides information about the configuration file Chapter 8 Administering Describes how to use file parameters and options to administer Telephone Options Avaya Agent Deskphone 16CC telephones Covers backup and restoration of telephone data Also describes how to use local procedures to customize a single telephone from the dialpad Chapter 9 Administering Describes customizeable application specific parameters to Applications and Options provide administrative control of telephone functions and options Appendix A Glossary of Terms Provides a glossary of terms used in this document or which can be applicable to Avaya Agent Deskphone 16CC telephones Appendix B Related Provides references to Web sites with external documents that Documentation relate to telephony in general and can provide additional information about specific aspects of the telephones Appendix C Sample Station Provides examples of Avaya Communication Manager forms Forms and Other Screens related to system wide and individual telephone administration 10 Avaya Agent Deskphone 16CC Administrator Guide Other Documentation Other Documentation See the Avaya support site at http www avaya com support for Avaya Agent Deskphone 16CC technical and end user documentation See the Avaya support s
4. Allow ESTABLISHMENT FOR AVAYA H 323 End Establishes TCP Signaling Socket y Near End TCP Port Min Near End TCP Port Max Page 2 of x ETWORK REGION SPARENCY Insert 323 SECURITY PROCEDURES SIP URI Conversion y ENDPOINTS 61440 61444 Figure 28 Inter Network Region Connection Management screen change ip network region n Inter Ne src dst codec direct rgn rgn E 0 J004 uN oO 11 12 13 14 15 WWWWWWWW WW y y Y Ww Ww set bb Hb E WAN DK GK Total Video Page 3 of x twork Region Connection Management Dyn WAN BW limits Norm Prio Shr Intervening regions CAC IGAR 256 Kbits NoLimit NoLimit NoLimit NoLimit NoLimit 10 Calls y n K B B 110 Avaya Agent Deskphone 16CC Administrator Guide n aee 5 5 5 Note On the COR Class of Restriction form be sure the Paste field defaults to n no Undesirable actions can occur if this field is defined This reguirement applies to both the station extension and the loginID extension Figure 29 Class of Restriction screen page 1 change cor n Page 1 of x CLASS OF RESTRICTION COR Number n COR Description supervisor FRL 0 APLT y Can Be Service Observed n Calling Party Restriction none Can Be A Service Observer y Called Party Restriction none Partitioned Group Number 1 Forced Entry of Account Codes n Priority Queuing n
5. Forwarded Destination Active Unconditional For Internal Calls To n External Calls To n Busy For Internal Calls To n External Calls To n No Reply For Internal Calls To n External Calls To n Figure 7 Station screen page 4 display station 3003 Page 4 of 6 STATION SITE DATA Room Headset n Jack Speaker n Cable Mounting d Floor Cord Length 0 Building Set Color ABBREVIATED DIALING Listl List2 List3 BUTTON ASSIGNMENTS 1 call appr 5 manual in Grp 2 call appr 6 after call Grp 3 call appr 7 work code 4 aux work RC Grp 8 Figure 8 Station screen page 6 display station 3003 Page 6 of 6 STATION SIP FEATURE OPTIONS Type of 3PCC Enabled Avaya Note Define the Configuration Set Change Off PBX Telephone Configuration Set screen e g set 1 102 Avaya Agent Deskphone 16CC Administrator Guide Figure 9 Configuration Set screen change off PBX telephone configuration set 1 CONFIGURATION SET Configuration Set Description Calling Number Style CDR for Calls to EC500 Destination CDR for Origination Fast Connect on Origination Post Connect Dialing Options Cellular Voice Mail Detection Barge in Tone Calling Number Verification Call Appearance Selection for Origination Confirmed Answer Note Add the agent s station extension to the OPS Outboard Proxy SIP mode A Important The Trunk Group set up for SIP has 1 Standard network y
6. Simple Certificate Enrollment Protocol used to obtain a digital certificate Session Description Protocol A well defined format for conveying sufficient information to discover and participate in a multi session SIP Enablement Services the Avaya solution for SIP telephony with Avaya Communication Manager 2013 96 Avaya Agent Deskphone 16CC Administrator Guide Signaling Channel Encryption SIP SNTP SRTCP SRTP System specific TCP IP TFTP TLS TLV UDP URI amp URL VLAN VolP WML Encryption of the signaling protocol exchanged between the IP telephone and the call server Signaling channel encryption provides additional security to the security provided by channel encryption Session Initiation Protocol An alternative to H 323 for VolP signaling The only protocol that Avaya Agent Deskphone 16CC telephones support Simple Network Time Protocol An adaptation of the Network Time Protocol used to synchronize computer clocks in the internet Secure Real time Transport Control Protocol Secure Real time Transport Protocol Specific to a particular type of call server for example Avaya Communication Manager CM System specific signaling refers to messages specific to the signaling protocol used by the system for example H 323 and or CCMS messages used by CM and IP Office System specific procedures refers to telephone software procedures that are specific to the call server w
7. Static Addressing Installation in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide DHCP Server Administration on page 50 and Network Time Protocol NTP Server on page 25 Chapter 8 Administering Telephone Options DHCP and File Servers on page 49 and Chapter 7 Telephone Software and Binary Files DHCP and File Servers on page 49 and Chapter 7 Telephone Software and Binary Files Secondary Ethernet Interface Enable Disable in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide DHCP and File Servers on page 49 and especially DHCP Server Administration on page 50 Also Chapter 8 Administering Telephone Options DHCP and File Servers on page 49 and especially HTTP Generic Setup on page 62 Also Chapter 8 Administering Telephone Options Issue 1 January 2008 15 Administration Overview and Reguirements General information about administering DHCP servers is covered in DHCP and File Servers on page 49 and more specifically DHCP Server Administration on page 50 General information about administering HTTP servers is covered in DHCP and File Servers and more specifically HTTP Generic Setup Once you are familiar with that material you can administer telephone options as described in Chapter 8 Administering Telephone Options Parameter Data Precedence If a system parameter is set or changed using multiple admin
8. t one character representing the time zone relative to the adjustment where L is local time and U is universal time D one or two ASCII digits representing the date of the month from 1 or 01 to 31 or the character L which means the last day of the month RTP dynamic payload used for RFC 2833 signaling Range is 96 to 127 Enable or disable complete Call Log application If disabled no calls are logged screens related to Call Log are not displayed to user and menu items of User Interface to set Call Log options are not displayed Values are O disabled 1 enabled Enable or disable complete Contact application If disabled no contacts are downloaded during initialization from PPM screens related to Contacts application are not displayed to user and menu items of the User Interface to set Contacts options are hidden Values are O disabled 1 enabled Flag that indicates if SIP early is enabled If enabled and 18x progress message includes early SDP that information is used to open a VolP channel to the far end before the call is answered Values are O disabled 1 enabled Enable or disable G711A codec capability of the phone If the parameter is set to 1 the phone includes G711A capability in an outbound INVITE request and accepts G711A when received in an incoming INVITE request Values are O disabled 1 enabled Enable or disable G711U codec capability of the phone If the parameter is set to 1 the phone include
9. o O TEA 6 Avaya Agent Deskphone 16CC Administrator Guide 94 95 99 99 99 99 99 Chapter 1 Introduction About This Guide This guide is for personnel who administer Avaya Call Center 5 0 or any component thereof including Avaya Communication Manager SIP Enablement Services SES DHCP HTTP HTTPS servers for use by and with Avaya Agent Deskphone 16CC telephones a Local Area Network LAN or a Network Time server An Avaya Agent Deskphone 16CC telephone uses Internet Protocol IP technology with Ethernet line interfaces and supports the SIP protocol only Avaya Agent Deskphone 16CC telephones provide support for DHCP HTTP and HTTPS over IPv4 UDP which enhance the administration and servicing of the telephones These telephones use DHCP to obtain dynamic IP Addresses and HTTPS or HTTP to download new versions of software or customized settings for the telephones A Important This document does not cover call center administration per se although Chapters 4 5 and 6 provide some information about what is required Full documentation for a SIP call center solution is available on the Avaya support Web site www avaya com support under Agent Deskphone 16CC The document titled Getting Started with Avaya Call Center 5 0 and Avaya Agent Deskphone 16CC provides an overview of related tasks and documentation Avaya does not provide product support for many of the products mentioned in this document Take care to ensure
10. 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License Type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Third party Components Certain software programs or portions thereof included in th
11. 4 Agent Confirmation no agent message waiting 425 3x 0 10n 0 10ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 5 Agent Confirmation no agent message waiting 425 19x 0 150n 0 1 5off Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 6 Agent Confirmation no agent message waiting 425 3x 0 150n 0 15off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 7 Agent Confirmation no agent message waiting 425 3x 0 10n 0 01 off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 8 Agent Confirmation no agent message waiting 425 19x 0 050n 0 05off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 9 Agent Confirmation no agent message waiting 425 3x 0 150n 0 15off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 10 Agent Confirmation no agent message waiting 350 440 3x 0 10n 0 10ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 11 Agent Confirmation no agent message waiting 425 19x 0 050n 0 05off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 1 of 3 90 Avaya Agent Deskphone 16CC Administrator Guide Agent Confirmation Tones ID Agent Tone Frequency Hz Cadence seconds 12 Agent Confirmation no agent message waiting 330 3x 0 10n O 1off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 13 Agent Confirmation no agent message waiting 425 19x 0 050n 0 05off Agent
12. DHCPACK message field values shown Table 8 DHCPACK Setting of System Values System Value Set to DHCP lease time Option 51 if received DHCP lease renew time Option 58 if received DHCP lease rebind time Option 59 if received DOMAIN Option 15 if received DNSSRVR Option 6 if received which might be a list of IP Addresses HTTPSRVR The siaddr field if that field is non zero IPADD The yiaddr field LOGSRVR Option 7 if received MTU SIZE Option 26 NETMASK Option 1 if received ROUTER Option 3 if received which might be a list of IP Addresses SNTPSRVR Option 42 Windows NT 4 0 DHCP Server Verifying the Installation of the DHCP Server Use the following procedure to verify whether the DHCP server is installed 1 Select Start gt Settings gt Control Panel 2 Double click the Network icon 3 Verify that Microsoft DHCP Server is listed as one of the Network Services on the Services tab 4 If it is listed continue with the next section If it is not listed install the DHCP server Issue 1 January 2008 55 Server Administration Creating a DHCP Scope for the IP Telephones Use the following procedure to create a DHCP scope for the IP telephones 1 2 Select Start gt Programs gt Admin Tools gt DHCP Manager Expand Local Machine in the DHCP Servers window by double clicking it until the sign changes to a sign 3 Select Scope gt Create 4 Using inf
13. Related Documentation Option 53 DHCP message type Value is 1 DHCPDISCOVER or 3 DHCPREQUEST Option 55 Parameter Request List Acceptable values are 1 subnet mask 3 router IP Address es 6 domain name server IP Address es 7 log server 15 domain name 26 Interface MTU 42 NTP servers SSON site specific option number Option 57 Maximum DHCP message size Issue 1 January 2008 53 Server Administration Option 58 DHCP lease renew time If not received or if this value is greater than that for Option 51 the default value of T1 renewal timer is used as per IETF RFC 2131 Section 4 5 listed in Related Documentation Option 59 DHCP lease rebind time If not received or if this value is greater than that for Option 51 the default value of T2 rebinding timer is used as per RFC 2131 Section 4 5 The Avaya Agent Deskphone 16CC does not support Regular Expression Matching and therefore does not use wildcards For more information see Administering Telephone Options on page 69 In configurations where the upgrade script and binary files are in the default directory on the HTTP server do not use the HTTPDIR lt path gt Avaya recommends that you administer DHCP servers to deliver only the options specified in this document Administering additional unexpected options might have unexpected results including causing the IP telephone to ignore the DHCP server The SIP Prox
14. The telephone files downloaded during initialization or upgrade are digitally signed so TLS is not reguired for this type of file security You also have a variety of optional capabilities to restrict or remove how crucial network information is displayed or used These capabilities are covered in more detail in Chapter 6 Server Administration and include e Depending on the SIGSIGNAL parameter supporting signaling channel encryption while registering and when registered with appropriately administered Avaya Communication Manager e Restricting the response of the 16CC to SNMP queries to only IP Addresses on a list you specify e Specifying an SNMP community string for all SNMP messages the telephone sends e Restricting dialpad access to Local Administrative Craft Procedures such as specifying IP Addresses with a password e Restricting dialpad access to Craft Local Procedures to experienced installers and technicians e Restricting the end user s ability to use a telephone Options application to view network data Registration and Authentication An Avaya Agent Deskphone 16CC requires an Outboard Proxy SIP OPS extension on Avaya Communication Manager and a login and password on the SES Server to register and authenticate it For more information see the current version of your call server administration manual Issue 1 January 2008 31 Network Reguirements Subscriptions Upon successful registration with th
15. incoming Call Log Range 1 or 2 digits from 3 to 13 Telephone international access code The maximum number of digits if any dialed to access public network international trunks by the algorithm that dials calls from the incoming Call Log Range 0 4 digits Telephone long distance access code The digit if any dialed to access public network long distance trunks Range 1 digit Oto 9 or Null Needed for Enhanced Local Dialing Algorithm Length of national telephone number The number of digits in the longest possible national telephone number Range 5 to 15 Needed to for Enhanced Local Dialing Algorithm Outside line access code The character s dialed including and if any to access public network local trunks Range 0 2 dialable numeric digits including Null Ethernet line interface setting 1 auto negotiate 2 10Mbps half duplex 3 10Mbps full duplex 4 100Mbps half duplex 5 100Mbps full duplex and 6 1000Mbps full duplex if supported by the hardware Layer 2 priority value for frames received on or forwarded to the secondary Ethernet interface Set this parameter only when VLAN separation is 1 enabled Values are from 0 7 and correspond to the drop down menu selection 9 of 13 78 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued
16. phone number n dtmf none n y primary first n the Off PBX Station Mapping screen only is supported for the 16CC as follows to be assigned here Figure 10 Stations with Off PBX Telephone Integration screen page 1 display off pbx telephone station mapping 3003 Page 1 of 2 STATIONS WITH OFF PBX TELEPHONE INTEGRATION Station Application Dial Cc Phone Number Trunk Config Extension Prefix Selection Set 3003 OPS 3003 7 1 Figure 11 Stations with Off PBX Telephone Integration screen page 2 display off pbx telephone station mapping 3003 Page 2 0f 2 STATIONS WITH OFF PBX TELEPHONE INTEGRATION Station Call Mapping Calls Bridged Location Extension Limit Mode Allowed Calls 3003 3 both all none 1 Note On page 2 of this screen set the Call Limit to at least the number of appearance buttons assigned to the phone and set Mapping Mode to both Set Calls Allowed to all and Bridged Calls to none for the SIP OPS mode Issue 1 January 2008 103 Sample Station Forms and Other Screens Figure 12 Stations with Off PBX Telephone Integration screen page 1 display off pbx telephone station mapping 3003 Page 1 of 2 STATIONS WITH OFF PBX TELEPHONE INTEGRATION Station Application Dial CC Phone Number Trunk Config Extension Prefix Selection Set 3003 OPS 3003 7 1 Figure 13 Stations with Off PBX Telephone Integration screen page 2 display o
17. 8 aescm128 hmac32 unenc unauth 9 none MSGNUM Null Voice mail system telephone extension number Specifies the number to be dialed automatically when the telephone user presses the Message button MTU_SIZE 1500 Maximum Transmission Unit size Range is 1496 or 1500 only octets MYCERTCAID CAldentifier Certificate Authority Identifier String identifying whether the endpoints can work with another certificate authority MYCERTCN SERIALNO Common name CN for SUBJECT in SCEP certificate request Values are SERIALNO the phone s serial number is included as CN parameter in the SUBJECT of a certificate request MACADDR the phone s MAC address is included as CN parameter in the SUBJECT in the certificate request MYCERTDN Null Common part of SUBJECT in SCEP certificate request String which defines the part of SUBJECT in a certificate request including Organizational Unit Organization Location State Country of O to 255 characters starting with and separating items with MYCERTKEYLEN 1024 Private Key length in range of 1024 to 2048 MYCERTRENEW 90 Threshold to renew certificate given as percentage of device certificate s Validity Object Range is 1 to 99 MYCERTURL Null URL of SCEP server String representing zero or one URI starting with http 0 to 255 characters MYCERTWAIT 1 Flag defining phone s behavior when performing certificate enrollment Values are O wait until a certificate or a denial is re
18. Calling Number Coverage After Forwarding Remote Softphone Emergency Calls Emergency Location Ext Always Use Direct IP IP Audio Connections Setto y if the extension for this SIP telephone will have a bridged appearance defined on another non SIP telephone Note that no other attributes of the bridged appearance feature apply to SIP telephones e g off hook indication bridge on etc Only a single none or silent value is supported Leave this value set to n no By default the last call appearance is reserved for outgoing calls from a phone On stations with only three 3 call appearances set the field to n for proper SIP conference and transfer operation In this mode all call appearances are available for making or receiving calls Note that MWI Message Waiting Indicator applies only to the assigned station extension Enter the name of the voice messaging system administered for the Call Center or the agent s phone if different If CM is configured to always send Caller ID you can individually block certain stations by setting this field to n This field also needs to be set to n if you want to use the Calling Number nblock FNE This field with a default of s for system governs whether an unanswered forwarded call is given CM coverage treatment Station Screen Page 3 Field Assign as Conf Trans on Primary Avaya recommends that this value be set to y for proper transfer or Appeara
19. Initialization and Address Resolution Diagram Initialization and Address Resolution 16CC Telephone DHCP ia DHCP Server Port 68 Me gt i Port 67 HTTPS Server Port 443 Configured Port 1024 5000 HTTPS Read Reguest TCP IP Operating System gt selected a new port is lt using TLSPORT used for each file HTTPS Data ACKs amp Errors TCP IP requested TS gt i Port Operating System selected a new port is used for each file NTP Server Port Operating Sane system selected SNTP zA sn zi Port 123 Port Operating System selected a new port is gt used for each file DNS UDP IP DNS Server requested ig gt Y Port 53 30 Avaya Agent Deskphone 16CC Administrator Guide Other Network Considerations Security For information about toll fraud see the respective call server documents on the Avaya support Web site The Avaya Agent Deskphone 16CC telephones cannot guarantee resistance to all Denial of Service attacks However there are checks and protections to resist such attacks while maintaining appropriate service to legitimate users The telephones support Transport Layer Security TLS for signaling and for secure communications SRTP This mechanism allows the telephone to establish a secure connection to an HTTPS server in which the upgrade and settings file can reside This setup adds security over another alternative
20. L if the OID is 00 60 1D and X if the OID is anything else and where hhhhhh are ASCII characters for the hexadecimal representation of the last three octets of the MAC address for the telephone Option 15 DNS Domain Name This string contains the domain name to be used when DNS names in system parameters are resolved into IP Addresses This domain name is appended to the DNS name before the telephone attempts to resolve the DNS address Option 15 is necessary if you want to use a DNS name for the HTTP server Otherwise you can specify a DOMAIN as part of customizing HTTP as indicated in DNS Addressing on page 86 Option 42 SNTP Server This option specifies a list of IP Addresses indicating NTP servers available to the telephone List servers in the order of preference The minimum length is 4 and the length must be a multiple of 4 52 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration Option 51 DHCP lease time If this option is not received the DHCPOFFER is not be accepted Avaya recommends a lease time of six weeks or greater If this option has a value of FFFFFFFF hex the IP Address lease is assumed to be infinite as per RFC 2131 Section 3 3 so that renewal and rebinding procedures are not necessary even if Options 58 and 59 are received Expired leases cause the telephones to reboot Avaya recommends providing enough leases so an IP Address for an IP telephone does not change if it
21. Manager for SIP Enablement Services SES and fall into three categories e system level preparation e SIP trunk administration and e Call routing administration The sections that follow describe each of these tasks Issue 1 January 2008 33 Communication Manager Administration System Level Preparation Tasks The system level preparation tasks include Setting the SIP Trunk capacity on the System Capacity screen Verifying that the IP Trunks field is set to y on the System Parameters Customer Options screen page 4 Verifying that the Maximum Administered SIP Trunks are set correctly on the System Parameters Customer Options screen page 2 Setting the OPS SIP station capacity on the System Parameters Customer Options screen page 1 Setting the IP Node name for SES on the IP Node Names screen Entering the IP Address and host name for the administered SES server on the IP Address Mapping screen Setting the Authoritative Domain on the IP Network Region screen Setting the intra and inter region IP IP Direct Audio to yes on the IP Network Region screen Setting the Signaling Group on the Signaling Group screen page 1 Setting the License file ISDN SIP Network Call Redirection field if applicable Setting the new SIP feature options page Type of 3PCC Enabled field appropriately Setting the new license file set customer option Logged In SIP EAS Agents to limit the number of EAS agents who can log in simultan
22. SIPSIGNAL SNMPADD SNMPSTRING 40 1024 64511 5061 Null 5060 Null Null Null Specifies the width of the port range to be used by RTP RTCP or SRTP SRTCP connections for example to adapt to firewall traversal policies The upper limit is calculated by the value of RTP_PORT_LOW plus the value of RTP_PORT_RANGE taking into consideration the overall limit of 65535 Values 32 64511 Defines whether DTMF tones are send in band regular audio or out band negotiation and transmission of DTMF according to RFC 2833 with fallback to send in band DTMF tones if far end does not support RFC2833 Values are 1 in band DTMF 2 RFC2833 procedure Parameter to allow to download during start up the specific configuration sets for H323 or SIP endpoints Valid values are 0 Default 1 H323 2 SIP Lower limit of port range for signaling to support by the phone Values range from 1024 to 65503 Port range for signaling to support by the phone Values range from 32 to 64511 Default SIP port for secure message transfer via TLS Values range from 1024 65535 SIP domain name for registration 0 to 255 characters string representing domain name Default SIP port for non secure message transfer only Values range from 1024 65535 SIP proxy registrar server IP or DNS address Zero or one IP Address Format is dotted decimal or DNS format separated by commas with no spaces 0 255 ASCII characters includi
23. Type dialog box enter an appropriate custom option name for example Click the New button 16CCOPTION Change the Data Type Byte value to String 6 Enter 242 in the Identifier field 7 Click the OK button 8 9 10 11 12 The DHCP Options menu displays Select the Option Name for 242 and set the value string Click the OK button For the Option Name field select 003 Router from the drop down list Click Edit Array Enter the Gateway IP Address recorded in Table 3 Reguired Network Information Before Installation Per DHCP Server for the New IP Address field 13 Select Add and then OK Adding the DHCP Option Use the following procedure to add the DHCP option _ h ok 1 O O ON DO oO fF W PL Highlight the scope you just created Select Scope under DHCP Options Select the 242 option that you created from the Unused Options list Click the Add button Select option 003 from the Unused Options list Click the Add button Click the OK button Select the Global parameter under DHCP Options Select the 242 option that you created from the Unused Options list Click the Add button Click the OK button Issue 1 January 2008 57 Server Administration Activating the Leases Use the following procedure to activate the leases e Click Activate under the Scope menu The light bulb icon for the scope lights Verifying Your Configuration This section desc
24. a download of the proper binary file from the file server The file server downloads the file and conducts some checks to ensure that the file was downloaded properly If the telephone determines it already has the proper file the telephone proceeds to the next step without downloading the binary file again After checking and loading the binary file the Avaya Agent Deskphone 16CC telephone if appropriate uses the script file to look for a settings file The settings file contains options you have administered for any or all of the IP Telephones in your network For more information about the settings file see Contents of the Settings File on page 66 Software When shipped from the factory an Avaya Agent Deskphone 16CC does not contain sufficient software for registration and operation When the telephone is first plugged in a software download from an HTTP or HTTPS server starts to give the phone its proper functionality For software upgrades SIP Enablement Services SES provides the capability for a remote reboot of the 16CC As a result the telephone automatically starts reboot procedures If new software is available on the server the telephone downloads it as part of the reboot process The Avaya Agent Deskphone 16CC Installation and Maintenance Guide covers upgrades to a previously installed telephone and related information Issue 1 January 2008 63 Telephone Software and Binary Files Avaya Agent Deskphone 16CC Telephone S
25. at a minimum tells the telephone which binary file the telephone must use The binary file is the software that has the telephony functionality The telephone uses the script file to determine if it has the proper binary file If the telephone determines the proper binary file is missing the telephone requests a binary file download from the file server The file server then downloads the file and conducts some checks to ensure that the file was downloaded properly If the telephone determines it already has the proper file the telephone proceeds as described in the next paragraph without downloading the binary file again The telephone checks and loads the binary file then uses the script file to look for a settings file The settings file can contain settings you have administered for any or all of the 16CC telephones in your call center network For more information about this download process and settings file see Chapter 7 Telephone Software and Binary Files 20 Avaya Agent Deskphone 16CC Administrator Guide Error Conditions Step 4 Telephone and the SES Server In this step the telephone might prompt the user for an extension and password The telephone uses that information to exchange a series of messages with SIP Enablement Services SES which in turn communicates with Avaya Communication Manager CM For a new installation and for full service the user can enter the telephone extension and the SES password For a resta
26. down menu displays 2 In the left pane of the DHCP window right click the DHCP Server name then click Set Predefined Options 3 Under Predefined Options and Values click Add 4 In the Option Type Name field enter any appropriate name for example Avaya IP Telephones 5 Change the Data Type to String 6 In the Code field enter 242 then click the OK button twice The Predefined Options and Values dialog box closes leaving the DHCP dialog box enabled 7 Expand the newly created scope to reveal its Scope Options 8 Click Scope Options and select Action gt Configure Options from the menu 9 In the General tab page under the Available Options check the Option 242 checkbox 10 In the Data Entry box enter the DHCP IP telephone option string as described in DHCP Generic Setup on page 52 Note You can enter the text string directly on the right side of the Data Entry box under the ASCII label 11 From the list in Available Options check option 003 Router 12 Enter the gateway router IP Address from the IP Address field of Table 3 Required Network Information Before Installation Per DHCP Server 13 Click the Add button 14 Click the OK button Activating the New Scope Use the following procedure to activate the new scope 1 In the DHCP console tree click the IP Telephone Scope you just created 2 From the Action menu select Activate The small red down arrow over the scope ic
27. emergencies 1 alerts 2 critical 3 errors 4 warning 5 notice 6 informational 7 debug Comma separated list of keywords in standard string format representing logging categories SW modules or functions to be included in lower level logging Logging implementation blocks all traces at level 4 Warning or lower unless the category corresponding to a given trace is enabled If the LOCAL LOG LEVEL is set to Warning or lower this parameter would enable low level traces from the adaptors or manager as indicated Applies to all logging mechanisms syslog and local log Example ALSIP SESSION enables debug level traces from the ALSIP adaptor and Session manager Syslog server IP or DNS address 0 to 255 characters zero or one IP Addresses in dotted decimal or DNS name format 7 of 13 76 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Default Description and Name Value Value Range MEDIAENCRYPTION 9 This parameter sets the cryptosuite and session parameters for SRTP The parameter can have one or two of the following nine values Separated by commas without any intervening spaces 1 aescm128 hmac80 2 aescm1 28 hmac32 3 aescm128 hmac80 unauth 4 aescm128 hmac32 unauth 5 aescm128 hmac80 unenc 6 aescm128 hmac32 unenc 7 aescm128 hmac80 unenc unauth
28. file cannot be obtained the telephone continues processing the upgrade script file If the configuration file is successfully obtained but does not include any setting changes the telephone stops using HTTP This happens when you initially download the script file template from the Avaya support Web site before you make any changes When the configuration file contains no setting changes the telephone does not go back to the upgrade script file Note Language files are downloaded using HTTP For more information see Language Selection on page 87 Avaya recommends that you do not alter the upgrade script file If Avaya changes the upgrade script file in the future any changes you have made will be lost Avaya recommends that you use the 46xxsettings file to customize your settings instead However you can change the settings file name if desired as long as you also edit the corresponding GET command in the upgrade script file For more information on customizing your settings file see Contents of the Settings File Contents of the Settings File After checking the application software the telephone looks for a 46xxsettings file This file is where you identify non default option settings application specific parameters and so on You can download a template for this file from the Avaya support Web site An example of what the file might look like follows 66 Avaya Agent Deskphone 16CC Administrator Guide Avaya Agent
29. for Avaya Call Center 5 0 Install a DHCP application on at least one new or existing PC on the LAN For More Information See Chapter 3 Network Requirements Chapter 4 Communication Manager Administration TBD To be determined Chapter 4 Communication Manager Administration Installing and Administering SIP Enablement Services 03 600768 available on the Avaya support Web site http www avaya com support Vendor provided instructions 1 of 2 Issue 1 January 2008 17 Administration Overview and Reguirements Table 2 Administrative Checklist continued Task Administer DHCP application Administer Network Time Server HTTP HTTPS server installation Telephone binary file s script file and settings file installation on HTTP HTTPS server Modify the settings file Administer telephones locally as applicable Installation of telephones in the network Allow user to modify Options if applicable Avaya Call Center 5 0 administration Description Add IP telephone administration to DHCP application Set value s for Simple Network Time Protocol SNTP Install an HTTP HTTPS application on at least one new or existing PC on the LAN Download the Avaya Agent Deskphone 16CC files from the Avaya technical support site Create edit the settings file for your specific call center and 16CC telephone system needs using your own tools As a Group I
30. is 0 redirect messages are not processed 802 1Q tagging mode The default is 0 automatic VLAN ID of the voice VLAN The default is 0 Syslog server IP or DNS address Maximum transmission unit size Used to accommodate older Ethernet switches that cannot support the longer maximum frame length of tagged frames since 802 1Q adds 4 octets to the frame Controls the Ethernet line interface speed The default is 1 auto negotiate Controls the secondary Ethernet interface speed The default is 1 auto negotiate Security string used to access local procedures The default is 27238 Controls whether local procedures are enabled The default is 0 enabled SIP proxy registrar server IP or DNS address 0 to 255 characters zero or one IP Address in dotted decimal or DNS name format separated by commas without any intervening spaces The default is null List of SNTP server IP or DNS address es used to retrieve date and time via SNTP Used as path name that is prepended to all file names used in HTTPS get operations during initialization 0 127 character string Destination TCP port used for requests to https server 0 65535 The default is 443 IP Address es or DNS name s of Avaya file server s used to download configuration files Note Transport Layer Security is used to authenticate the server Number of seconds to wait fora DHCPOFFER on a non zero VLAN The default is 60 seconds Issue 1 January 2008 51 Server
31. of Restriction screen page 4 Use pages 4 to 13 to assign up to 995 CORs change cor nn Page 4 of x CLASS OF RESTRICTION CALLING PERMISSION Enter y to grant permission to call specified COR 0 n 15 n 30 n 44 n 58 n 12 n 86 1992 16 n 31 n 45 n 59 n 13 n 87 2 n 17 n 32 n 46 n 60 n 74 n 88 3 n 18 n 33 n 47 n 61 n 15 n 89 4 n 19 n 34 n 48 n 62 n 16 n 90 5 n 20 n SORA 49 n 63 n 772 n 91 6 n 21 n 36 n 50 n 64 n 18 n 92 7 n 22 n 37 n 51 n 65 n 19 n 937 8 n 23 n 38 n O22 n 66 n 80 n 94 9 n 24 n 39 n 532 n 67 n 81 n 952 10 n 292 40 n 54 n 68 n 82 n 96 TEZ 26 n 41 n 307 et 69 n 83 n 912 127 on 21 n 42 n DOTA 70 n 84 n 987 13 n 28 n 43 n 57 n 7112 n 85 n 997 14 n 29 Figure 33 Signaling Group screen display signaling group 7 SIGNALING GROUP Group Number 7 Group Type sip Transport Method tls Near end Node Name clan 1a02 Far end Node Name ses Near end Listen Port 5061 Far end Listen Port Far end Network Region Far end Domain trlvri transcomeurope com Bypass If IP Threshold n 5 5 5258 5 D5 5 5 5 5061 1 Exceeded n DTMF over IP rtp payload Direct IP IP Audio Connections y IP Audio Hairpinning n Enable Layer 3 Test n Session Establishment Timer min 3 112 Avaya Agent Deskphone 16CC Administrator Guide Figure 34 Trunk Group screen page 1 display trunk group 7 Page 1 of 21 TRUNK GROU
32. on the values the user reports and the specific nature of your LAN like topology loading and QoS administration This information gives the user an idea of how network conditions affect the audio quality of the current call Avaya assumes you have more detailed tools available for LAN troubleshooting TCP UDP Port Utilization The Avaya Agent Deskphone 16CC uses a variety of protocols particularly TCP UDP and TLS to communicate with other equipment in the network Part of this communication identifies which TCP or UDP or TLS ports each piece of equipment uses to support each protocol and each task within the protocol For additional TCP UDP port utilization information as it applies to Avaya Communication Manager see UDP Port Selection on page 36 For more information on TLS see Security on page 31 Depending on your network you might need to know what ports or ranges are used in the operation of Avaya Agent Deskphone 16CC telephones Knowing these ports or ranges helps you administer your networking infrastructure In Figure 2 and Figure 3 e The box on the left always represents the Avaya Agent Deskphone 16CC telephone e Depending on the diagram the boxes on the right refer to various pieces of network equipment with which the telephone can communicate e Open headed arrows for example represent the direction s of socket initialization e Closed headed arrows for example gt represent the d
33. page 1 Then use change station xxxx for remainder of fields and pages where xxxx eguals the Extension physical number of the phone Port Selected automatically system populated Name Enter the appropriate name for this station related to where the Call Center station is located This name should match what is entered for Name in the Avaya SES proxy configuration Fields listed below and fields listed for subsequent Station Screen pages can be set as required Unless otherwise stated see the Administrator Guide for Avaya Communication Manager Document 03 300509 for information Lock Messages Security Code Coverage Path 1 Coverage Path 2 Hunt to Station TN COR COS Loss Group Message Lamp Ext Set for voice messaging or other hunt group if available Assign the same value as administered on the Class of Restriction COR screen Assign the same value as administered on the Class of Service COS screen Enter the extension of the station you want to track with the message waiting lamp This value is usually the same value entered as Extension on page 1 of the Station form Issue 1 January 2008 43 Station Screen Page 2 Field Communication Manager Administration Assign as Per Button Ring Control Bridged Call Alerting Active Station Ringing Auto Select Any Idle Appearance Auto Answer Restrict Last Call Appearance MWI Served User Type Audix Name Per Station CPN Send
34. products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the following Web site http www avaya com support Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Software License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN
35. screen displays Issue 1 January 2008 47 SIP Enablement Services SES Administration 12 13 14 Click Continue The Add Media Server Extension page displays in the Extension field enter the same extension you entered on page 1 of the Communication Manager Station form See for information about Station form entries if necessary Click Add Since the user is being added to Avaya SES Home the Communication Manager CM call server corresponding to the SIP trunk between the Apollo and Home is selected The confirmation page displays Click Continue Repeat Steps 4 11 for each SIP telephone When you finish configuring all applicable telephones click Update on the left side menu This link appears on the current page whenever updates are outstanding and can be selected at any time to save the administration performed to that point 48 Avaya Agent Deskphone 16CC Administrator Guide Chapter 6 Server Administration Software Checklist Ensure that you own licenses to use the DHCP HTTP and HTTPS server software Note You can install the DHCP and HTTP server software on the same machine A Important The firmware in the Avaya Agent Deskphone 16CC reserves IP Addresses of the form 192 168 2 x for internal communications The telephone s improperly use addresses you specify if they are of that form DHCP and File Servers Dynamic Host Configuration Protocol DHCP minimizes maintenance for the telep
36. settings unique to Group 1 goto END GROUP2 specify settings unique to Group 2 END specify settings common to all Groups 68 Avaya Agent Deskphone 16CC Administrator Guide Chapter 8 Administering Telephone Options Administering Options for Avaya Agent Deskphone 16CC Telephones This chapter explains how to change parameters by means of the DHCP or HTTP servers In all cases you are setting a system parameter in the telephone to a desired value Table 9 lists e the parameter names e their default values e the valid ranges for those values and e adescription of each one For DHCP the DHCP Option sets these parameters to the desired values as discussed in DHCP and File Servers on page 49 For HTTP the parameters in Table 9 are set to desired values in the script file For more information see Contents of the Settings File on page 66 Avaya recommends that you administer options using script files Some DHCP applications have limits on the amount of user specified information The administration required can exceed those limits for the more full featured telephone models You might choose to completely disable the capability to enter or change option settings from the dialpad You can set the system value PROCPSWD as part of standard DHCP HTTP administration If PROCPSWD is non null and consists of 1 to 7 digits a user cannot invoke any local options without first entering the PROCPSWD value on the Craft
37. signaling SUBSCRIBE NOTIFY The Avaya Agent Deskphone 16CC supports Media Encryption SRTP and uses built in Avaya SIP Certificates for trust management Trust management involves downloading certificates for additional trusted Certificate Authorities CA and the policy management of those CAs Identity management is handled by Simple Certificate Enrollment Protocol SCEP with phone certificates and private keys The Avaya Agent Deskphone 16CC telephones are factory loaded with SIP software but obtain additional data as part of initial script file administration and initialization during installation For more information see Chapter 2 in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Post installation software upgrades automatically download using the proper signaling protocol For more information see Chapter 4 in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Issue 1 January 2008 13 Administration Overview and Reguirements The parameters under which the Avaya Agent Deskphone 16CC needs to operate as a non call center telephone are summarized as follows Telephone Administration on the Communication Manager CM call server as covered in Chapter 4 Communication Manager Administration Administration on SIP Enablement Services SES as covered in Chapter 5 SIP Enablement Services SES Administration IP Address management for the telephone as covered in Chapter 6 Server Adm
38. to Cellular and OPS Installation and Administration Guide Document Number 210 100 500 The Avaya SIP solution configures all SIP telephones in Communication Manager as OPS 38 Avaya Agent Deskphone 16CC Administrator Guide Telephone Administration Table 5 Avaya Agent Deskphone 16CC Feature Support Available After Delivered by CM Feature CM Feature Agent Login Phone Button FNU 3 Way Conferencing X 6 way Conference Bridge X Automatic Call Back Cancel FNU Call Forward All FNU Call Forward Busy Don t Answer FNU Call Forward Deactivation FNU Call Hold K Call Management incoming X outgoing call screening Call Park and Retrieve FNU Call Pick Up FNU Calling Number Block Unblock FNU Consultation Hold X Directed Call Pick Up FNU Distinctive Alerting X Find Me X Group Call Pickup FNU Last Number Dialed Redial X Message Waiting Indication X Music on Hold X Priority Call FNU Send All Calls Cancel FNU Transfer attended XK Transfer unattended one button transfer Transfer to Voice Mail FNU Whisper Page No FNU Issue 1 January 2008 39 Communication Manager Administration CM 16CC Telephone Configuration Reguirements This section refers to Communication Manager CM administration on the Switch Administration Terminal SAT or by Avaya Site Administration The system wide CM form and the particular page that needs to be administered for each feature are provided These features which already exist are not reguir
39. user access to a list of numbers and to make calls by selecting a Contact Name Number If disabled the Contacts application is not displayed to the user and a Contact list cannot be set up or maintained ENABLE_MODIFY_CONTACTS If the Contacts application is enabled ENABLE_CONTACTS 1 this option allows or prevents the end user from changing or updating the Contact list PROVIDE OPTIONS SCREEN If disabled the Options amp Settings menu is not displayed on the Avaya menu The user cannot change any of the features and options associated with the Options amp Settings menu PROVIDE NETWORKINFO SCREEN If disabled the Network Information menu is not displayed on the Avaya menu PROVIDE LOGOUT If disabled Logout is not displayed to the user as an option on the Avaya menu Note that this option is never displayed when an agent is logged in as such The agent must first log out with a Reason Code if required before telephone extension log out can occur These parameters have On 1 enabled Off O disabled settings and are described in detail in Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters Note To facilitate administration of application related parameters the 9600 Series both SIP and H 323 IP Telephones 4600 Series IP Telephones and Avaya Agent Deskphone 16CC telephones use the same 46xxsettings txt file Issue 1 January 2008 93 Administering Applications and Options Backup Restore of User Set
40. 15 appropriately with DNS servers and Domain names respectively Local Administrative Craft Options Using the Telephone Dialpad The Avaya Agent Deskphone 16CC Installation and Maintenance Guide details how to use Craft local procedures at the telephone for administration The local procedures you might use most often as an administrator are e ADDR Static address programming e CLEAR Remove all administered values user specified data option settings etc and return a telephone to its initial out of the box default values DEBUG Enable or disable debug mode for the button module serial port GROUP Set the group identifier on a per phone basis INT Locally enable or disable the secondary Ethernet hub RESET Reset the telephone to default values including the registration extension and password any values administered through local procedures and values previously downloaded using DHCP or a settings file e RESTART Restart the telephone in response to an error condition including the option to reset system values e SIP Configure SIP call settings TEST Tests the lamps on the telephone e VIEW Review the system parameters for the telephone to verify current values and file versions Note Avaya Agent Deskphone 16CC telephones are factory set with the SIP protocol Therefore you do not have to use the SIG local procedure to set SIP as the telephone s default protocol 86 Avaya Agent Deskpho
41. 4 Agent Confirmation no agent message waiting 425 3x 0 10n O 1off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 25 Agent Confirmation no agent message waiting 425 19x 0 050n 0 05off Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 2013 Issue 1 January 2008 91 Administering Telephone Options ID Agent Tone Frequency Hz Cadence seconds 26 Agent Confirmation no agent message waiting 480 1 second then off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 27 Agent Confirmation no agent message waiting 425 0 10n 0 1off 0 10n 0 1off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 28 Agent Confirmation no agent message waiting 400x24 0 10n 0 1off 0 3on 0 3off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 29 Agent Confirmation no agent message waiting 350 0 1280n 0 1280ff 0 384on Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 30 Agent Confirmation no agent message waiting 400 0 150n 0 150ff 0 3on Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 31 Agent Confirmation no agent message waiting 400 20x 0 1250n 0 1250ff Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 39 Agent Confirmation no agent message waiting 950 1 second then off Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 33 Agent Confirmation no agent message waiting 450 0 04on 0 04o
42. AVAYA Avaya Agent Deskphone 16CC Administrator Guide Release 1 0 16 602093 Issue 1 January 2008 2008 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases For full legal page information please see the complete document Avaya Legal Page for Hardware Documentation Document number 03 600759 To locate this document on our Web site simply go to http www avaya com support and search for the document number in the search box Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the
43. Access Code Entry screen For more information on craft options see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide A Important PROCPSWD is likely stored on the server in the clear and is sent to the telephone in the clear Therefore do not consider PROCPSWD as a high security technique to inhibit a sophisticated user from obtaining access to local procedures Administering PROCPSWD limits access to all local procedures including VIEW VIEW is a read only Craft option that allows review of the current telephone settings Issue 1 January 2008 69 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters Parameter Name Default Value Description and Value Range AGCHEAD AGENTTONE AUDASYS AUDIOENV AUDIOSTHD AUTH BAKLIGHTOFF CONFIG SERVER COUNTRY DATEFORMAT DAYLIGHT SAVING SETTING MODE 1 1 120 Null USA m d V y 2 Automatic Gain Control status for headset Values are O disabled 1 enabled Call center agent confirmation tone ID of tone played when a call center agent successfully logs in as described in Agent Confirmation Tones on page 90 Globally controls audible alerting Values range from 0 through 3 Value O or 2 audible alerting off Value 1 or 3 audible alerting on Audio environment selection index Values range from 0 through 191 Headset sidetone setting Values are 0 Nominal 1 3dB belo
44. Administration DHCP Generic Setup This document is limited to describing a generic administration that works with Avaya Agent Deskphone 16CC telephones Three DHCP software alternatives are common to Windows operating systems e Windows NT 4 0 DHCP Server e Windows 20009 DHCP Server e Windows 2003 DHCP Server Any other DHCP application might work It is the responsibility of the customer to install and configure the DHCP server correctly DHCP server setup involves 1 Installing the DHCP server software according to vendor instructions 2 Configuring the DHCP server with IP Addresses available for the Avaya Agent Deskphone 16CC telephones The following DHCP options Option 1 Subnet mask As described in Table 3 item 3 Option 3 Gateway router IP Address es As described in Table 3 item 1 If using more than one address the total list can contain up to 127 total ASCII characters You must separate IP Addresses with commas with no intervening spaces Option 6 DNS server s address list If using more than one address the total list can contain up to 255 total ASCII characters You must separate IP Addresses with commas with no intervening spaces At least one address in Option 6 must be a valid non zero dotted decimal address Option 12 Host Name Value is AVohhhhhh where o is A if the OID first three octets of the MAC address for the telephone is 00 04 0D E if the OID is 00 09 6E
45. Administrator Guide Chapter 5 SIP Enablement Services SES Administration Introduction SIP Enablement Services SES software resides on the SIP Proxy server and provides most of the features and functionality to SIP telephones This chapter describes using the SES Web browser to configure SES for use with Avaya Agent Deskphone 16CC Avaya provides a Web browser to simplify SES administration Using the Web Browser to Configure SES Sample screens follow this configuration procedure 1 Set the browser URL to http IP address admin where IP address is the IP Address of the Avaya SIP Enablement Services Edge or Edge Home Server Log in as the administrator admin and when prompted enter the password The main administration screen displays after login Note This example administers station 34071 as a SIP endpoint using a 9630 telephone Click on Launch Administration Web Interface The SIP Enablement Services Web interface screen displays Click Add under the Users heading on the left side menu The Add User screen displays 5 Complete all required fields indicated by asterisks 6 Enter a handle in the Primary Handle field The Primary Handle must be all numeric Set the Host field to the DNS host name of the Avaya SIP Enablement Services Home or Home Edge server to which the telephone will register Check the Add Media Server Extension checkbox and click Add The confirmation
46. Bai 23 NG si soi se ae oae aa AS a a An aa 23 SEIVE fe sok Sal an we ge ae a aa 24 RSVPandRTCP 36 RTCPandRSVP 36 S Scripts and Binary Files for 16CC telephones 64 SOCUTIY me cio oi tani de e de an A 31 Server Administration DHCP 50 ServerReguirements 24 SES SEVEN ua ap nd a eee ie Awl e 21 SES Configurng 47 Settings File vos cias Soe a aa Aa 65 Settings File Contents 66 Signaling Group screen 112 SIP Enablement Services SES Administration 47 SIP Feature Options page 104 SNMP a g e caga alicia San oa dl e a eo EN san 26 116 Avaya Agent Deskphone 16CC Administrator Guide SoftWare ia an coe eR oa an ee ee a 63 Software Checklist 49 Software Telephone 63 Station Forms and Other Screens Samples 101 Station Forms Samples 101 Station Screen 101 Station screen page 2 101 Station screen page 3 102 Station screen page 6 102 Station screen page4 o 102 Stations with Off PBX Telephone Integration screen PAGE A la Bl an en ee 103 104 Stations with Off PBX Telephone Integration screen PAGE aa ana mp aga 103 104 Switch Compatibility 33 System Parameters Customer Options Optional Features screen a 105 106 107 Sy
47. C telephones use the Personal Profile Manager PPM functionality within SIP Enablement Services SES for backup and restore functions Upgrade and Settings Files amp System Parameters The Avaya Agent Deskphone 16CC has its own unigue upgrade script file 16ccupgrade txt otherwise it uses the same files and parameters as other Avaya SIP IP telephones SIP 9600 Series IP Telephones Avaya Agent Deskphone 16CC telephones and H 323 9600 Series IP Telephones and 4600 Series IP Telephones use the same settings file Some of the same system parameters are used however numerous SIP specific parameters support SIP operation only Language Support This first release of the 16CC telephone supports fewer languages than H 323 telephones SIP Release 1 0 supports Canadian French Parisian French Latin American Spanish German Brazilian Portuguese and English SIP does not support the Large Text Font for any language Further all SIP language files have xml file extensions where H 323 language files have txt file extensions SNMP amp MIBs Although both 16CC and H 323 telephones support SNMP v2c and have custom Management Information Bases MIBs the MIBs are formatted somewhat differently RSVP 8 VMON Avaya SIP IP telephones do not use RSVP Resource ReSerVation Protocol or Avaya Voice over IP VolP Monitoring Manager VMON software to provide real time monitoring and historical data of audio quality for VoIP calls 9600 Series IP Telep
48. Confirmation agent message waiting 440 5x 0 050n 0 05off 14 Agent Confirmation no agent message waiting 425 19x 0 050n 0 050ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 15 Agent Confirmation no agent message waiting 425 19x 0 050n 0 05off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 16 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 15off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 17 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 18 Agent Confirmation no agent message waiting 330 3x 0 1on 0 10ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 19 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 15off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 20 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 91 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 2D Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 23 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 2
49. Contacts list If set to 2 the enhanced local dialing feature is fully enabled and does apply to dialing from the Contacts list If set to 0 enhanced local dialing is off PHNCC the international country code of the Communication Manager CM call server For example 1 for the United States 44 for the United Kingdom and so on PHNDP LENGTH the length of the dial plan on the CM call server PHNIC the digits the CM call server dials to access public network international trunks For example 011 for the United States PHNLD the digit dialed to access public network long distance trunks on the CM call server PHNLDLENGTH the maximum length in digits of the national telephone number for the country in which the CM call server is located PHNOL the character s dialed to access public network local trunks on the CM call server Note In all cases the values you administer are the values relevant to the location of the CM call server at which a 16CC telephone is registered If a telephone is in Japan but its CM call server is in the United States set the PHNCC value to 1 for the United States In all cases the digits the telephones insert and dial are subject to standard CM call server features and administration This includes Class of Service COS Class of Restriction COR Automatic Route Selection ARS and so on As indicated in Table 9 you can administer the system parameter ENHDIAL
50. Deskphone 16CC Telephone Scripts and Binary Files Note The following is intended only as a simple example Your settings will vary from the settings shown This sample assumes specification of a DNS Server identifying SIP specific settings and setting the time date SET DNSSRVR dnsexample yourco com SET SIPPROXYSRVR 192 168 1 110 SET SIPSIGNAL 1 TCP SET ENABLE_PRESENCE 1 show presence icons SET SIPDOMAIN domain name SET SNTPSRVR 192 168 1 111 GMTOFFSET 5 00 DSTOFFSET 1 DSTSTART 2SunMar2L second Sunday in March at 2 am Local time DSTSTOP 1SunNov2L first Sunday in November at 2 am Local time Note that the DSTSTART and DSTSTOP parameters reflect the new 2007 Daylight Savings Time values for North America See Chapter 8 Administering Telephone Options for details about specific values You need only specify settings that vary from defaults although specifying defaults is harmless VLAN separation controls whether or not traffic received on the secondary Ethernet interface is forwarded on the voice VLAN and whether network traffic received on the data VLAN is forwarded to the telephone Add commands to the 46xxsettings txt file to enable VLAN separation The following example assumes the data VLAN ID is yyy and the data traffic oo priority is z SET VLANSEP 1 SET PHY2VLAN yyy SET PHY2PRIO z Note Also configure the network switch so that 802 1Q tags are
51. Direct Agent Calling y Restriction Override none Facility Access Trunk Test n Restricted Call List n Can Change Coverage n Unrestricted Call List Access to MCT y Fully Restricted Service n Group II Category For MFC 7 Hear VDN of Origin Annc n Send ANI for MFE n_ Add Remove Agent Skills y MF ANI Prefix Automatic Charge Display n Hear System Music on Hold y PASTE Display PBX Data on telephone n Can Be Picked Up By Directed Call Pickup n Can Use Directed Call Pickup n Group Controlled Restriction inactive Figure 30 Class of Restriction screen page 2 change cor nn Page 2 of x CLASS OF RESTRICTION MF Incoming Call Trace Brazil Collect Call Blocking Block Transfer Display Block Enhanced Conference Transfer Displays Remote Logout of Agent K5 5 Station Lock COR 10 Outgoing Trunk Disconnect Timer minutes Line Load Control Maximum Precedence Level Preemptable MLPP Service Domain Station Button Display of UUI IE Data Service Observing by Recording Device ERASE 24xx USER DATA UPON Dissociate or unmerge at this phone none EMU login or logoff at this phone none Mask CPN NAME for Internal Calls Issue 1 January 2008 111 Sample Station Forms and Other Screens Figure 31 Class of Restriction screen page 3 change cor nn Page 3 of x CLASS OF RESTRICTION SAC CF Override by Team Btn n SAC CF Override Protection for Team Btn n Figure 32 Class
52. EE 802 1D Q you can administer the telephones by the value of the following configuration parameters e L2Q e L2QVLAN e L2QAUD and e L2QSIG 36 Avaya Agent Deskphone 16CC Administrator Guide Voice Mail Integration NAT Avaya Agent Deskphone 16CC telephones do not support Network Address Translation NAT interworking DIFFSERV Type of Service bits 0 5 also called the Differentiated Services Code Point are set to the binary equivalent of the decimal number represented by the value of the following configuration parameters e DSCPAUD for transmitted audio RTP RTCP SRTP and SRTCP packets e DSCPSIG for transmitted system specific signaling packets e Zero for all other transmitted packets e g DHCP DNS HTTP SNMP etc Received DSCP information will be ignored Voice Mail Integration Avaya Agent Deskphone 16CC telephones use the settings file to configure the Messages button by setting the system parameter MSGNUM to any dialable string A MSGNUM example is a standard telephone number the telephone should dial to access your voice mail system such as AUDIX or Octel When the user presses the Messages button on the telephone that number is automatically dialed giving the user one touch access to voice mail The settings file specifies the telephone number to be dialed automatically when the user presses this button The command is SET MSGNUM 1234 where 1234 is the Voice Mail extension CM hunt gro
53. IETF protocol used to automate IP Address allocation and management Differentiated Services an IP based QoS mechanism Domain Name System an IETF standard for ASCII strings to represent IP Addresses The Domain Name System DNS is a distributed Internet directory service DNS is used mostly to translate between domain names and IP Addresses Avaya Agent Deskphone 16CC telephones can use DNS to resolve names into IP Addresses In DHCP TFTP and HTTP files DNS names can be used wherever IP Addresses were available as long as a valid DNS server is identified first A TCP IP based protocol for VoIP signaling An alternative to SIP for VoIP signaling Avaya Agent Deskphone 16CC telephones do not support this protocol Hypertext Transfer Protocol used to request and transmit pages on the World Wide Web A secure version of HTTP Internet Engineering Task Force the organization that produces standards for communications on the internet 1 of 3 Issue 1 January 2008 95 Glossary of Terms LAN LLDP MAC Media Channel Encryption NAPT NAT OPS PPM Proxy Server PSTN QoS RSVP RTCP RTP SCEP SDP SES Local Area Network Link Layer Discovery Protocol All IP telephones with an Ethernet interface support the transmission and reception of LLDP frames on the Ethernet line interface in accordance with IEEE standard 802 1AB Not applicable to 9600 Series SIP IP Telephones running SIP R1 0 software or Av
54. L F EATURES VDN of Origin Announcement n VDN Return Destination n Used Logged In ACD Agents 500 Logged In Advocate Agents 500 Logged In IP Softphone Agents 500 Logged In SIP EAS Agents 50 Figure 23 QSIG Optional Features screen display system parameters customer options VuStats n VuStats G3V4 Enhanced n Page 8 of x OSIG OPTIONAL FEATURES Basic Basic Supplementary Services Centralized Attendant Interworking with DCS Supplementary Services with Rerouting Transfer into QSIG Value Added VALU Call Setup Voice Mail 553595355 5 Figure 24 ASAI Features screen when the ASAI Link Plus Capabilities field is y change system parameters customer options ASAI FEATURE Page 8 of X CTI Stations n Phantom Calls n ASAI PROPRIETARY F FEATURES Agent States n 108 Avaya Agent Deskphone 16CC Administrator Guide Figure 25 Maximum IP Registrations by Product ID screen Product ID Rel MAXIMUM IP R Limit Product ID Rel Limit EGISTRATIONS BY PRODUCT ID Product ID Rel Lim Page 9 of x at Figure 26 IP Network Region screen change ip network region n Region n Location Name MEDIA PARAMET DIFFSERV TOS Call Control P Audio P Video P 802 1P Q PARAM Call Control 8 Audio 8 Video 8 H 323 IP ENDPOI Co
55. MPADD and SNMPSTRING respectively For more information see Chapter 6 Server Administration and Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters Note SNMP is disabled by default Administrators must initiate SNMP by setting the SNMPADD and SNMPSTRING system values appropriately For more information about SNMP and MIBs in a SIP environment see Installing and Administering SIP Enablement Services Document Number 03 600768 For general information about SNMP and MIB see the IETF Web site listed in Appendix B Related Documentation The Avaya Custom MIB for the telephones is available for download in txt format on the Avaya support Web site at http www avaya com support Registration and Authentication An Avaya Agent Deskphone 16CC requires an Outboard Proxy SIP OPS extension on Avaya Communication Manager and a login and password on the SES Server to register and authenticate it Registration is described in the Initialization process in Step 4 Telephone and the SES Server on page 21 For further information see Installing and Administering SIP Enablement Services Document Number 03 600768 available on the Avaya support Web site http www avaya com support Reliability and Performance All 16CC telephones respond to a ping or traceroute message sent from Avaya Communication Manager or any other network source The telephones do not originate a ping or traceroute If ap
56. P Group Number 7 Group Type sip CDR Reports y Group Name Sip Enablement Server COR 1 TN 1 TAC 287 Direction two way Outgoing Display n Dial Access n Night Service Queue Length 0 Service Type ti Auth Code n Signaling Group 7 Number of Members 60 Figure 35 Trunk Group screen page 2 display trunk group 7 Page 2 of 21 Group Type sip TRUNK PARAMETERS Unicode Name y Redirect On OPTIM Failure 5000 SCCAN n Digital Loss Group 18 Preferred Minimum Session Refresh Interval sec 600 Figure 36 Trunk Group screen page 3 display trunk group 7 Page 3608 21 TRUNK FEATURES ACA Assignment n Measured none Maintenance Tests y Numbering Format private UUI Treatment service provider Replace Restricted Numbers n Replace Unavailable Numbers n Send UCID y Show ANSWERED BY on Display y Issue 1 January 2008 113 Sample Station Forms and Other Screens Figure 37 Trunk Group screen page 4 display trunk group 7 Page 4 of 21 PROTOCOL VARIATIONS Mark Users as Phone y Prepend to Calling Number n Send Transferring Party Information n Telephone Event Payload Type 114 Avaya Agent Deskphone 16CC Administrator Guide Index Index Class of Restriction screen page 1 111 A Class of Restriction screen page 2 111 Class of Restriction screen page 3 112 About This Guid
57. Parameter Name Default Value Description and Value Range PHY2STAT PHY2VLAN PROCPSWD PROCSTAT PROVIDE LOGOUT PROVIDE NETWORKINFO _ SCREEN PROVIDE_OPTIONS_ SCREEN REGISTERWAIT ROUTER RTCPCONT RTP_PORT_LOW 1 27238 3600 0 0 0 0 5004 Secondary Ethernet interface setting 0 Secondary Ethernet interface off disabled 1 auto negotiate 2 10Mbps half duplex 3 10Mbps full duplex 4 100Mbps half duplex 5 100Mbps full duplex and for post Release S1 0 use 6 1000Mbps full duplex if supported by the hardware VLAN identifier used by frames received on or forwarded to the secondary Ethernet interface Set this parameter only when VLAN separation is 1 enabled Value is 1 4 ASCII numeric digits from 0 to 4094 Null is not a valid value nor can the value contain spaces Text string containing the local dialpad procedure password Null or 1 7 ASCII digits If set password must be entered immediately after accessing the Craft Access Code Entry screen either during initialization or when Mute is pressed to access a craft procedure Intended to facilitate restricted access to local procedures even when command sequences are known Password is viewable not hidden Controls access to local dialpad administrative procedures Values are 0 Full access to craft local procedures 1 restricted access to craft local procedures Flag to define whether or not logout functi
58. R TLSDIR TLSPORT TLSSRVR VLANTEST Specifies the path name to prepend to all file names used in HTTP GET operations during startup 0 to 127 ASCII characters no spaces The command is GET HTTPDIR myhttpdir The path relative to the root of the HTTP file server where 96xx telephone files are stored If an Avaya file server is used to download configuration files over TLS but a different server is used to download software files via HTTP set the path of the Avaya server in the DHCP site specific option and set HTTPDIR again in the 46xxsettings txt file with the appropriate path for the second server HTTPDIR is the path for all HTTP operations Destination port for HTTP requests 0 65535 default is 80 IP or DNS address of the HTTP server for SCEP 0 to 255 characters in dotted decimal or DNS name format followed by a colon and port number The colon and port number are optional If this parameter is not null this proxy transport address is used to set up the HTTP connection as the transport protocol for SCEP IP Address es or DNS name s of HTTP file server s used to download telephone files Controls the extent to which ICMP Destination Unreachable messages are sent in response to messages sent to closed ports so as not to reveal information to potential hackers The default is 1 sends Destination Unreachable messages for closed ports used by traceroute Controls whether ICMP Redirect messages are processed The default
59. STAT to turn off the Enhanced Local Dialing feature Example A user initiates an international call The telephone determines the number to be called is from another country code The telephone then prepends the rest of the telephone number with PHNOL to get an outside line and PHNIC to get an international trunk The telephone then dials normally with the CM call server routing the call appropriately 88 Avaya Agent Deskphone 16CC Administrator Guide Enhanced Local Dialing Enhanced Local Dialing Reguirements The enhanced local dialing feature is invoked when all the following conditions are met e An application on an Avaya Agent Deskphone 16CC obtains or otherwise identifies a character string as containing a telephone number the user wants to dial and e The Phone application determines a call appearance is available for an outgoing call and e The originating application passes the character string to the Phone application and e The originating application specifies a Source Flag set to No and e The current value of ENHDIALSTAT is 1 partially enabled or 2 fully enabled The Phone application takes the incoming character string applies an algorithm and determines the string of digits to be sent to Avaya Communication Manager CM for dialing At this point the Phone application goes off hook and sends the digits to CM The Source Flag has two possible values e Yes the Called Party Number has been admin
60. TAT is 0 and at least one language is downloaded the user cannot select the built in English language If LANGOSTAT is 1 the default the user can select the built in English language text strings For more information see Avaya Agent Deskphone 16CC Customizeable System Parameters Note Specifying a language other than English in the configuration file has no impact on Avaya Communication Manager settings values or text strings Issue 1 January 2008 87 Administering Telephone Options Enhanced Local Dialing The 16CC telephones have a variety of telephony related applications that might obtain a telephone number during operation For example the Call Log saves a number of an incoming caller but does not consider that the user has to then prepend the saved number with a digit to dial an outside line and possibly a digit to dial long distance Avaya Agent Deskphone 16CC telephones can evaluate a raw telephone number based on administered parameters The telephone can automatically prepend the correct digits saving the user time and effort This is the Enhanced Local Dialing feature The key to the success of this feature is accurate administration of several important values summarized below The system values relevant to the Enhanced Dialing Feature are ENHDIALSTAT Enhanced dialing status If set to 1 the enhanced local dialing feature is partially enabled meaning dialing rules do not apply to dialing from the
61. VLAN VLAN ID you must Reset the telephone See the Reset procedure in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide VLAN Separation VLAN separation is available to control priority tagging from the device on the secondary Ethernet typically PC data The following system parameters control VLAN separation e VLANSEP enables 1 or disables 0 VLAN separation e PHY2VLAN provides the VLAN ID for tagged frames received on the secondary Ethernet interface e PHY2PRIO the layer 2 priority value to be used for tagged frames received on the secondary Ethernet interface Table 10 provides several VLAN separation guidelines 84 Avaya Agent Deskphone 16CC Administrator Guide Table 10 VLAN Separation Rules If VLAN Considerations Then VLANSEP is 0 OR the telephone is not tagging frames OR the telephone is tagging frames with a VLAN ID egual to PHY2VLAN VLANSEP is 1 On Enabled VLANSEP is 1 On Enabled VLANSEP is 1 On Enabled AND the telephone is not tagging frames OR if the telephone is tagging frames with a VLAN ID egual to PHY2VLAN OR if the PHY2VLAN value is zero AND the telephone is tagging frames with a VLAN ID not egual to PHY2VLAN AND the PHY2VLAN value is not zero Frames received on the secondary Ethernet interface will not be changed before forwarding For example tagging is not added or removed and the VLAN ID and ta
62. a Call Center 5 0 with Avaya Agent Deskphone 16CC available on the Avaya Support Web site www avaya com support That document provides a road map to related documentation for each segment of Avaya Call Center 5 0 IETF Documents IETF documents provide standards relevant to IP Telephony and are available for free from the IETF Web site http www ietf org rfc html ITU Documents Access the ITU Web site for more information about ITU guidelines and documents available for a fee from the ITU Web site http www itu int ISO IEC ANSI IEEE Documents Access the ISO IEC standards Web site for more information about IP Telephony standards guidelines and published documents http www iec ch Issue 1 January 2008 99 Related Documentation 100 Avaya Agent Deskphone 16CC Administrator Guide Appendix C Sample Station Forms and Other Screens Use the sample screens that follow as guidelines for Call Center telephone setup Figure 4 Station screen display station 3003 Page 1 of 6 STATION Extension 3003 Lock Messages n BCC 0 Type 4620SIPCC Security Code TN 1 Port S00018 Coverage Path 1 COR 8 Name Call_Center 3003 Coverage Path 2 COS 5 Hunt to Station STATION OPTIONS Time of Day Lock Table Loss Group 19 Personalized Ringing Pattern 1 essage Lamp Ext 3001 Speakerphone 2 way Mute Button Enabled y Display Language english Expansion Module n Survivable GK N
63. ameter Default Description and Name Value Value Range DHCPSTD 0 DHCP Standard lease violation flag Indicates whether to keep the IP Address if there is no response to lease renewal If set to 1 No the telephone strictly follows the DHCP standard with respect to giving up IP Addresses when the DHCP lease expires If set to O Yes the telephone continues using the IP Address until it detects reset or a conflict see DHCP Generic Setup DNSSRVR 0 0 0 0 Text string containing the IP Address of zero or more DNS servers in dotted decimal format separated by commas with no intervening spaces 0 255 ASCII characters including commas DOMAIN Null Text string containing the domain name to be used when DNS names in system values are resolved into IP Addresses Valid values are 0 255 ASCII characters DSCPAUD 46 Differentiated Services Code Point for audio Values range from 0 to 63 DSCPSIG 34 Differentiated Services Code Point for signaling Values range from 0 to 63 DSTOFFSET 1 Used for daylight saving time calculation in hours Values range from 0 to 2 DSTSTART 2Sun Used to identify start date for automatic change to Mar2L Daylight Saving Time Default string length with a format of either odddmmmht or Dmmmht where o one character representing an ordinal adjective of 1 first 2 second 3 third 4 fourth or L last ddd 3 characters containing the English abbreviation for the day of the we
64. aya Agent Deskphone 16CC telephones Media Access Control ID of an endpoint Encryption of the audio information exchanged between the IP telephone and the call server or far end telephone Network Address Port Translation Network Address Translation Outboard Proxy SIP Personal Profile Manager part of the SIP Enablement Services SES platform PPM is responsible for maintaining and managing end users personal information in the system An intermediary entity that acts as both a server and a client for the purpose of making requests on behalf of other clients A proxy server primarily plays the role of routing meaning its job is to ensure that a request is sent to another entity closer to the targeted user Proxies are also useful for enforcing policy for example making sure a user is allowed to make a call A proxy interprets and if necessary rewrites specific parts of a request message before forwarding it Public Switched Telephone Network the network used for traditional telephony Quality of Service used to refer to several mechanisms intended to improve audio quality over packet based networks Resource ReSerVation Protocol used by hosts to request resource reservations throughout a network RTP Control Protocol monitors quality of the RTP services and can provide real time information to users of an RTP service Real time Transport Protocol Provides end to end services for real time data such as voice over IP
65. ceived or a pending notification is received 1 periodical check in the background NETMASK 0 0 0 0 IP subnet mask Range is 7 to 15 ASCII characters defining one IP Address in dotted decimal format 8 of 13 Issue 1 January 2008 77 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range NO DIGITS TIMEOUT OUTBOUND _ SUBSCRIPTION __ REQUEST DURATION PHNCC PHNDPLENGTH PHNIC PHNLD PHNLDLENGTH PHNOL PHY1STAT PHY2PRIO 20 86400 011 Number of seconds of delay after going off hook or getting secondary dial tone before phone automatically plays a warning tone and does not accept dial input any longer Range in seconds is 1 to 60 Number of seconds used in initial SUBSCRIBE messages This is the suggested duration value of the telephone which might be lowered by the server depending on the server configuration Range is 60 31536000 Note that the default value is equal to one day and the maximum value represents one year Telephone country code The administered international country code for the location by the algorithm that dials calls from the incoming Call Log Range 1 3 digits from 1 to 999 Internal extension telephone number length Specifies the number of digits associated with internal extension numbers by the algorithm that dials calls from the
66. cripts and Binary Files Choosing the Right Binary File and Upgrade Script File The software releases containing the files needed to operate Avaya Agent Deskphone 16CC telephones are bundled together You download this self extracting executable file to your file server from the Avaya support Web site To get the correct files e Go to http www avaya com support e Search for Agent Deskphone 16CC e Select Downloads The 16CC bundle contains e An upgrade script file 16ccupgrade txt which allows you to upgrade to new software releases and new functionality without having to replace 16CC telephones The upgrade script tells the telephone whether a software upgrade is needed All Avaya Agent Deskphone 16CC telephones attempt to read this file whenever they reset The upgrade script file is also used to point to the settings file e parameter settings and values that customize the telephones for your enterprise One settings file is used for all your Avaya IP Telephones e Binary files for all current Avaya Agent Deskphone 16CC telephones e Other useful information such as a ReadMe file In addition to the upgrade script application files and Read Me file you need the latest binary code the Avaya Agent Deskphone 16CC telephones use All of these required files are in the self extracting executable file that comes in both zipped and unzipped format 64 Avaya Agent Deskphone 16CC Administrator Guide Avaya Agent Deskphone 16CC Tel
67. cument on the Avaya support Web site Issue 1 January 2008 35 Communication Manager Administration IP Interface and Addresses Follow these general guidelines e Define the IP interfaces for each C LAN and Media processor circuit pack on the switch that uses the IP Interfaces screen For more information see Administration for Network Connectivity for Avaya Communication Manager Document 555 233 504 e On the Customer Options form verify that the IP Stations field is set to y Yes If it is not contact your Avaya sales representative UDP Port Selection The Avaya Agent Deskphone 16CC telephones use the next available even numbered port selected from the interval 4000 to 10000 The telephones cannot be administered from the Avaya Communication Manager Network Region form to support UDP port selection RSVP and RTCP SRTCP Avaya SIP IP Telephones including the 16CC support the RTP SRTP Control Protocol RTCP SRTCP The 16CC telephones do not support RSVP Resource ReSerVation Protocol QoS Avaya Agent Deskphone 16CC telephones support both IEEE 802 1D Q and DiffServ Other network based QoS initiatives such as UDP port selection do not require support by the telephones However the initiatives contribute to improved QoS for the entire network IEEE 802 1D and 802 1Q The Avaya Agent Deskphone 16CC can simultaneously support receipt of packets using or not using 802 1Q parameters To support IE
68. d from the Avaya support site 6 46xxsettings file updated with call center specific site specific and SIP specific information as applicable 7 Avaya Agent Deskphone 16CC telephones installed For more information see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide 8 Individual Avaya Agent Deskphone 16CC telephones updated using Craft procedures as applicable For more information see Local Administrative Procedures in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Administrative Checklist Use the following checklist as a guide to system and LAN administrator responsibilities This high level list helps ensure that all telephone system prerequisites and requirements are met prior to telephone installation Note One person might function as both the system administrator and the LAN administrator in some environments Table 2 Administrative Checklist Task Network Requirements Assessment Administer Avaya Communication Manager Administer the Proxy Server DHCP server installation Description Determine that network hardware is in place and can handle telephone system requirements Verify that the call server is licensed and is administered for Voice over IP VolP Verify that Avaya Call Center 5 0 CM administration is complete Verify the individual telephones are administered as desired Administer for SIP Enablement Services SES Administer
69. dec Set UDP Port Min UDP Port Max w NeW oo IP NETWORK REGION Authoritative Domain 48 28 RAMETERS B Value B Value B Value ERS 2 1p Priority 2 1p Priority 2 1p Priority TS H 323 Link Bounce Recovery Idle Traffic Interval sec Keep Aliv Interval sec Keep Alive Count 20 Intra region IP IP Direc Inter region IP IP Direc IP Audio Hairpinning n RTCP Repor ting RTCP MONITOR S ER PARAMET Audi Audi Page 1 of x o 3 o Dd Enabled y RS Use Default Server Parameters y Server IP Address Server Por t 5005 RTCP Report Period secs 5 4 6 7 AUDIO RESOURCE RESERVATION PARAM RSVP Enabled RSVP Refresh Rate secs Retry upon RSVP Failure Enabled RSVP Profile RSVP unreserved BBE PHB Value ETERS y 15 Y 40 Issue 1 January 2008 109 Sample Station Forms and Other Screens Figure 27 IP Network Region screen change ip network region n IP INTER GA TEWAY ALT Incoming Maximum DN N ERNATE ROUTING DIAL PLAN TRA Extension Conversion to Full Public Number Delete umber of Trunks to Use for IGAR Dial Plan Transparency in Survivable Mode n BACKUP S DOP WN E TCP SIGNALING LINK Near ERVERS IN PRIORITY ORDER
70. e III ea ea a a 7 Class of Restriction screen page 4 112 Administering Features 45 CM 16CC Configuration Requirements 40 Administration Alternatives and Options for Avaya Communication Manager Administration Other Agent Deskphone 16CC Telephones 15 Considerations 37 Administration for Avaya Communication Manager 33 Communication Manager Administrative Reguirements 33 Administration for SES a 47 Communication Manager 16CC Telephone Configuration Administration for Telephones on Communication Requirements x s s 2 eee ee sos ee 40 Manager e 2 2 ee eee ee eee 38 Conferencing Call Considerations 38 Administrative Checklist Ig Configuration Requirements CM 16CC 40 Administrative Options Local 86 Configuration Setscreen 0 103 Administrative Process The 16 Configuring SES Using the Web Browser 47 Administrative Requirements for Communication Confirmation Tones Agent 90 Manager 33 Contents of the Settings File 66 Agent Confirmation Tones 90 Customizeable System Parameters 70 Alternatives Administration 15 Customizing Avaya Agent Deskphone 16CC ANSI IEEE Documents 99 Applications and Options 93 Applications and Options Administering 93 Applications Customizing
71. e Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s Web site at http support avaya com ThirdPartyLicense Interference Using a cell mobile or GSM telephone or a two way radio in close proximity to an Avaya IP Telephone might cause interference Security See http support avaya com security to locate and or report known vulnerabilities in Avaya products See http support avaya com to locate the latest software patches and upgrades For information about secure configuration of equipment and mitigation of toll fraud threats see the Avaya Toll Fraud and Security Handbook at http support avaya com Contents Chapteri Introduction 7 About This Guide AA OO a AAA 7 Major Differences Between Avaya Agent Deskphone 16CC and H 323 TelephponesinaCallCenter 8 ISSUG Dat IA ria EA LA WR AUA 9 DocumentOrganization 10 Other Documerttalbh AA AAA III ANUAI rra 11 Chapter 2 Administration Overview and Requirements 13 Avaya Agent Deskphone 16CC Telephones 13 Parameter Data Precedence 16 The Admini
72. e Registrar the 16CC telephone initiates the following subscriptions for the event packages to the server defined in the parameter IPPROXYSRVR IN USE e Message Waiting If the MWI event package registration fails the 16CC still accepts an incoming NOTIFY from the server defined in the parameter SIPPROXYSRVR IN USE e Avaya ccs profile event if the ENABLE AVAYA ENVIRONMENT parameter is 1 e Avaya cm feature status event if the ENABLE AVAYA ENVIRONMENT parameter is 1 e Dialog event if the ENABLE AVAYA ENVIRONMENT parameter is 1 The initial SUBSCRIBE messages are sent with an expires value set by the OUTBOUND_SUBSCRIPTION_REQUEST_DURATION parameter This value might be lowered by the server depending on the server configuration Note The Avaya Agent Deskphone 16CC does not support presence and rejects any subscription to the presence event After a successful EAS Agent login the telephone subscribes to the agent status event package The following event package parameters received in a NOTIFY message are passed to the UI for potential processing 1 agentEntity nativeEntity currentModelnfo pendingModelnfo errorResponseCode directAgentCallQueued Skills ON DO oO Bb OD message Waiting 9 logoutReasonlnfo 10 auxReasonlnfo 11 autoAnswer Subscriptions are refreshed in accordance with RFC 3265 Section 3 1 4 2 32 Avaya Agent Deskphone 16CC Administrator Guide Chapter 4 Communication Mana
73. e to map the Communication Manager extension to the same SIP Enablement Services call server extension The Application is OPS Enter the other appropriate field values for example the Trunk Selection value indicates the SIP trunk group The Configuration Set value can reference a set that has the default settings in Communication Manager Change the call limit to match the number of call appr entries in the Add Station form 3 of 3 42 Avaya Agent Deskphone 16CC Administrator Guide Administering Stations Administering Stations This section refers to Avaya Communication Manager CM administration on the Switch Administration Terminal SAT or by Avaya Site Administration A Station form pages 1 to 4 and pages 5 6 and up as reguired with the Type 4620SIPCC must be defined for each of the 16CC phones to be used by Call Center agents Administer the Station form using the guidelines in this section Sample Station screens are provided in Appendix C Sample Station Forms and Other Screens Station Screen Field Assignments for the 4620SIPCC 16CC Station Type Leave all fields set to their defaults or blank unless they are listed below as assignable Station Screen Page 1 Access via add station next Field Assign as Extension Set this field to the physical number extension for the phone Type Set this field to 4620SIPCC complete the remaining applicable fields on page 1 and submit
74. ed but are recommended because they optimize the telephone user interface CM 4 0 or greater is reguired For sample Station and other pertinent forms see Appendix C Sample Station Forms and Other Screens Table 6 CM SIP Configuration Reguirements Task Form Command Field s Value s IP Network RTCP Report SIP telephones have a fixed Region Period secs reporting period Note that this parameter is only displayed if Use Default Server Parameters is set to a IP Network Authoritative Make sure that the Region Domain Authoritative Domain is set to the same value as SIP Domain for Solution Off PBX change Bridged call items on this Telephones off pbx station form MUST be none or Station Mapping Feature Related System Parameters page 1 Feature Related System Parameters page 4 Feature Related System Parameters page 4 Feature Related System Parameters page 17 mapping xxxx change system parameters features change system parameters features change system parameters features change system parameters features Music Tone on Hold Directed Call Pickup Extended Group Call Pickup Whisper Page Tone Given To orig This CM setting controls the music on hold capability for all endpoints including SIP telephones This CM setting controls the availability of directed call pickup This CM setting allows a user to answer calls that were direct
75. ed for future use The default priority for traffic meriting the best effort for prompt delivery of the network Background traffic such as bulk data transfers and backups Note Priority O is a higher priority than Priority 1 Network Audio Quality Display Users can monitor network audio performance while on a call For more information see the telephone user guide While on a call the telephones display network audio quality parameters in real time as shown in Table 4 Issue 1 January 2008 27 Network Reguirements Table 4 Parameters in Real Time Parameter Possible Values Received Audio Coding Packet Loss Packetization Delay One way Network Delay Network Jitter Compensation Delay G 711 G726A or G 729 No data or a percentage Late and out of seguence packets are counted as lost if they are discarded Packets are not counted as lost until a subseguent packet is received and the loss confirmed by the RTP seguence number No data or an integer number of milliseconds The number reflects the amount of delay in received audio packets and includes any potential delay associated with the codec No data or an integer number of milliseconds The number is one half the value RTCP or SRTCP computes for the round trip delay No data or an integer number of milliseconds reporting the average delay introduced by the jitter buffer of the telephone The implication for LAN administration depends
76. ed in PPM Synchronization The telephone uses the setContactList command to change the contact list on the PPM when the user changes the contact list on the phone 94 Avaya Agent Deskphone 16CC Administrator Guide Appendix A Glossary of Terms 802 1D 802 10 802 1X ARP Call Server CELP CLAN CNA DHCP DiffServ DNS H 323 HTTP HTTPS IETF 802 10 defines a layer 2 frame structure that supports VLAN identification and a QoS mechanism usually referred to as 802 1D Authentication method for a protocol requiring a network device to authenticate with a back end Authentication Server before gaining network access Applicable Avaya Agent Deskphone 16CC telephones support IEEE 802 1X for pass through and for Supplicant operation with the EAP MD5 authentication method Not currently applicable to 9600 Series SIP IP Telephones running SIP R1 0 software or Avaya Agent Deskphone 16CC telephones Address Resolution Protocol used for example to verify that the IP Address provided by the DHCP server is not in use by another IP telephone In an Avaya SIP environment the call server is the combination of SIP Enablement Services SES and Avaya Communication Manager Code excited linear predictive Voice compression requiring only 16 kbps of bandwidth Control LAN a type of circuit pack Converged Network Analyzer an Avaya product to test and analyze network performance Dynamic Host Configuration Protocol an
77. ed to another call pickup group This CM setting controls who hears the whisper page tone 1 of 3 40 Avaya Agent Deskphone 16CC Administrator Guide CM 16CC Telephone Configuration Reguirements Table 6 CM SIP Configuration Reguirements continued Task Form Command Field s Value s Define the dial plan formats on the Dialplan Analysis Table form Define the access codes corresponding to the OPS FNEs on the Feature Access Code form After defining the FACs define the FNEs not provisioned by CM feature buttons using the command Set the appropriate service permissions to support OPS features on the Class of Service form change dialplan analysis change feature access codes change off pbx telephone feature name extensions change cos Call Type Various fields on pages 1 5 of the form Varied Includes all telephone extensions and OPS Feature Name Extensions FNEs To define the FNEs for the OPS features listed in Table 5 a FAC must also be specified for the corresponding feature In a sample configuration telephone extensions are five digits in length and begin with 3 or 4 FNEs are five digits beginning with 7 and the access codes have various formats as indicated with the Call Type of fac Used to support both OPS and Extension to Cellular y Yes or n No 20f3 Issue 1 January 2008 41 Table 6 CM SIP Configuration Reguirements c
78. ek mmm 3 characters containing the English abbreviation for the month h one numeric digit representing the time to make the adjustment exactly on the hour at hAM 0h00 in military format where valid values of h are 0 through 9 t one character representing the time zone relative to the adjustment where L is local time and U is universal time D one or two ASCII digits representing the date of the month from 1 or 01 to 31 or the character L which means the last day of the month 20f 13 Issue 1 January 2008 71 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range DSTSTOP DTMF PAYLOAD TYPE ENABLE CALL LOG ENABLE CONTACTS ENABLE EARLY MEDIA ENABLE G711A ENABLE G711U TSunNov2L 120 Used to identify stop date for automatic change to Daylight Saving Time Default string length with a format of either odddmmmht or Dmmmht where o one character representing an ordinal adjective of 1 first 2 second 3 third 4 fourth or L last ddd 3 characters containing the English abbreviation for the day of the week mmm 3 characters containing the English abbreviation for the month h one numeric digit representing the time to make the adjustment exactly on the hour at hAM 0h00 in military format where valid values of h are 0 through 9
79. ent value a warning message is displayed explaining to the user there are multiple devices registered on user s behalf and that this can cause service disruption Values 0 warning disabled 1 warning enabled Enable or disable complete Redial functionality If disabled pressing the redial button has no effect and the redial softkeys and menu items are not displayed Values are O disabled 1 enabled Enables or disables the capability to redial out of a list of recently dialed numbers instead of performing last number redial Values are O disabled last number redial only is offered to the user 1 enabled user can select either last number redial or redial from a list Enhanced Dialing Status Valid range is O to 2 If set to 0 the feature is turned off If set to 1 it is partially enabled dialing rules do not apply for dialing from Contacts If set to 2 the Enhanced Local Dialing feature is fully enabled dialing rules also apply for dialing from Contacts Timer to automatically remove a failed call session Range in seconds is 5 to 999 When an invalid extension is dialed the endpoint plays the re order tone and the session line appearance is shown while the re order tone plays At this point the user chooses to end the call by pressing the End softkey If user does not end the session the session line appearance and the re order tone stay on for the duration of time determined by this parameter At the end
80. eously using the 16CC This value limits the number of simultaneous SIP Call Center endpoints for performance reasons Changing system parameters features to set Expert Agent Selection EAS Enabled to y Yes Define other required options including setting Minimum Agent LoginID Password Length to other than 0 if password entry is required Adding an agent loginID xxxxx to assign the agent options and features including password if needed as normal Setting up the Avaya Agent Deskphone 16CC station as type 4620SIPCC and defining the following as appropriate defining appropriate station options for the 16CC telephone defining work buttons Auto In and or Manual In Aux Work ACW defining call appearance feature buttons setting auto answer mode if to be defined by telephone rather than by the Login ID etc add off pbx telephone station mapping 34 Avaya Agent Deskphone 16CC Administrator Guide Communication Manager Administrative Reguirements SIP Trunk Administration SIP trunk administration tasks include Setting the SIP Intercept Treatment and Trunk to Trunk Transfer on the System Parameters Features screen page 1 Administering Trunk Groups on the Trunk Group screens pages 1 through 4 Assigning public unknown numbering data on the Numbering Public Unknown Numbering screen Assigning a SIP phone Set description on Configuration Set screen Changing the SIP trunk group Service Pr
81. ephone Scripts and Binary Files Upgrade Script File An upgrade script file named 16ccupgrade txt tells the telephone whether the telephone needs to upgrade software The Avaya Agent Deskphone 16CC telephones attempt to read this file whenever they reset The upgrade script file also points to the settings file You download the upgrade script file sometimes called the script file from http www avaya com support This file allows the telephone to use default settings for customer definable options All files must reside in the same directory Settings File The settings file contains the option settings you need to customize the Avaya Agent Deskphone 16CC telephones for your enterprise Note Use one settings file 46xxsettings txt for all your Avaya IP Telephones The settings file includes the Avaya Agent Deskphone 16CC telephones covered in this document The settings file also includes 9600 Series H 323 IP Telephones 4600 Series IP Telephones and 1600 Series IP Telephones as covered in their respective administrator guides Avaya recommends that the settings file have the extension txt You can change some settings with DHCP or in some cases from the telephone dialpad using local administrative Craft procedures The settings file can include any of five types of statements one per line Comments which are statements with a character in the first column Tags which are comments that have
82. er 1 Gateway router IP Address es 2 HTTP server IP Address es 3 Subnetwork mask 4 HTTP server file path HTTPDIR 5 Telephone IP Address range From To 6 DNS server address es If applicable 7 HTTPS server address es If applicable The default file server file path is the root directory used for all transfers by the server All files are uploaded to or downloaded from this default directory In configurations where the upgrade script and binary files are in the default directory do not use item 4 in Table 3 As the LAN or System Administrator you are also responsible for e Administering the DHCP server as described in Chapter 6 Server Administration e Editing the configuration file on the applicable HTTP or HTTPS file server as covered in Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files Issue 1 January 2008 25 Network Reguirements Other Network Considerations SNMP Avaya Agent Deskphone 16CC telephones are fully compatible with SNMPv2c and with Structure of Management Information Version 2 SMlv2 The telephones respond correctly to queries from entities that comply with earlier versions of SNMP such as SNMPv1 Fully compatible means that the telephones respond to queries directed either at the MIB II or the read only Custom MIB You can restrict which IP Addresses the telephone accepts SNMP queries from You can also customize your community string with system values SN
83. ers customer options OPTIONAL FEATURES G3 Version V12 123456789012 Pa ge Software Package ED 4 4 1of x Standard 123456 Location 2 RFA System ID SID Platform 2 RFA Module ID MID US Platform Maximum Ports 300 17 Maximum Stations 300 17 Maximum XMOBILE Stations 30 28 Maximum Off PBX Telephones EC500 1200 0 Maximum Off PBX Telephones OPS 1200 0 Maximum Off PBX Telephones SCCAN 0 0 Maximum Off PBX Telephones PBEMC 0 0 Maximum Off PBX Telephones PVEMC 0 0 NOTE You must logoff amp login to effect the permission changes Figure 17 System Parameters Customer Options Optional Features screen display system parameters customer options OPTIONAL FEATURES IP PORT CAPACITII El un Maximum Administered H 323 Maximum Administered IP Maximum Concurrently Registered IP St Maximum Administered Remote Offic Maximum Concurrently Registered Remote Office St Maximum Concurrently Registered IP ations Cons Maximum Video Capable St Maximum Video Capable IP Soft Maximum Administered SIP Maximum Administered Ad hoc Video Conferencing Maximum Number of DS1 Boards with Echo Cancel Maximum TN2501 VAL Maximum G250 6350 6700 VAL S Maximum TN2602 Boards with 80 VoIP Ch Maximum TN2602 Boards with 320 VoIP Ch Maximum Number of Expanded Meet me Conferenc ations phones Trunks Ports lation Boards ou
84. erverAdministration Configuring DHCP for Avaya Agent Deskphone 16CC DHCP Generico Setup isos EES REE RSS 4 Avaya Agent Deskphone 16CC Administrator Guide 32 33 33 33 33 34 35 35 36 36 36 36 36 37 37 37 38 38 38 40 43 43 43 44 44 44 45 47 47 47 49 49 49 50 50 52 Contents Windows NT 4 0 DHCP Server 55 Verifying the Installation of the DHCP Server 55 Creating a DHCP Scope for the IP Telephones 56 Editing Custom Options lt 24 4082 eee es eae ke we eS 57 AddingtheDHCPOption 57 ActivatingtheLeases 58 Verifying YourConfiguration 58 Windows 2000 DHCP Server 59 Verifying the Installation of the DHCP Server 59 Adding DHCP Options c s ssa sados e dsa enade ia 61 ActivatinngtheNewScope 61 HITP Generic EA ese ct KAA LALA WAA WAA KAA 62 Chapter 7 Telephone SoftwareandBinaryFiles 63 GeneralDownloadProcess 63 WAA inc AA AAA 63 Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files 64 Choosing the Right Binary File and Upgrade Script File 64 Upgrade Script File oo ocoo lt n isis s 65 SUIS FIE eristi pia ri AA PA aE Se 65 ContentsoftheSettingsFile
85. es SES to work properly The SIP Proxy and Registration servers resides on the SES server Avaya Communication Manager CM is considered a feature server behind SES that provides Outboard Proxy SIP OPS and advanced SIP telephone features While the servers listed provide different functions that relate to the Avaya Agent Deskphone 16CC they are not necessarily different boxes For example DHCP provides network information whereas HTTP provides configuration and binary file management yet both functions can co exist on one hardware unit Any standards based server is recommended For parameters related to Avaya Communication Manager information see Chapter 4 Communication Manager Administration For parameters related to DHCP and file servers see Chapter 6 Server Administration A Important The telephones obtain important information from the script files on the server s and depend on the binary file for software upgrades If these servers are unavailable the telephones will not work and you will need to reset the telephone s when the file server is available DHCP Server Avaya recommends that a DHCP server and application be installed and that static addressing be avoided Install the DHCP server and application as described in DHCP and File Servers on page 49 HTTP HTTPS Server Administer the HTTP or HTTPS file server and application as described in HTTP Generic Setup on page 62 24 Avaya Agent De
86. etwork Region screen 109 110 ISO IEC ANSI IEEE Documents 99 ITU Documents 99 L Language Selection 87 Local Administrative Options 86 M Maximum IP Registrations by Product ID screen 109 N NetworkkAssessment 23 Network Audio Quality Display 27 Network Considerations Other 26 Network Information Required 25 Network Requirements 23 Network Time Protocol Server 25 Network Time Server o 15 NTP SETVE waa aa e 25 O Options and Applications Administering 93 Options Administering 69 Options Customizing 93 Options entering using the Telephone Dialpad 86 Options for Telephone Administration 15 Other Considerations for CM administration 37 Other Network Considerations 26 P Parameter Data Precedence 16 Parameters in Real Time a aaa 28 Port Utilization Selection AUIWA na 36 TEP UDP ci ea e ac ui Tan al E 28 Q QOS i eb oma eee AWA 27 36 Administrative Parameters 15 IEEE 802 1D and 802 1Q 36 QSIG Optional Features screen 108 R Registration and Authentication 26 31 Reliability and Performance 26 Requirements Gall Server e ica ade ae ae Pe et ag 33 HAWAA ses ae od ee ee le aw Des
87. exactly one space character after the initial followed by a text string with no spaces Goto commands of the form GOTO tag Goto commands cause the telephone to continue interpreting the configuration file at the next line after a tag statement If no such statement exists the rest of the configuration file is ignored Conditionals of the form IF name SEA string GOTO tag Conditionals cause the Goto command to be processed if the value of name is a case insensitive equivalent to string If no such name exists the entire conditional is ignored The only system values that can be used in a conditional statement are BOOTNAME GROUP and SIG Issue 1 January 2008 65 Telephone Software and Binary Files e SET commands of the form SET parameter name value Invalid values cause the specified value to be ignored for the associated parameter name so the default or previously administered value is retained All values must be text strings even if the value itself is numeric a dotted decimal IP Address and so on Note Enclose all data in guotation marks for proper interpretation The upgrade script file Avaya provides includes a line that tell the telephone to GET 46xxsettings txt This lines causes the telephone to use HTTP to attempt to download the file specified in the GET command If the file is obtained its contents are interpreted as an additional script file That is how your settings are changed from the default settings If the
88. ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 3 of 3 92 Avaya Agent Deskphone 16CC Administrator Guide Chapter 9 Administering Applications and Options Customizing Telephone Applications and Options This chapter covers configuration options for activating deactivating options and applications The Avaya Agent Deskphone 16CC telephones offer the user numerous applications like Contacts Call Log Redial and so on Each of these applications allows the user to add delete or in some cases edit entries As the administrator you might not want the user to have that level of functionality In 4600 and 9600 Series H 323 IP Telephones the parameters APPSTAT meaning Application permission status and OPSTAT meaning Options permission status control application access and functionality However 16CC telephones have a more granular way of assigning functionality with a specific parameter for each permission as follows ENABLE CALL LOG Allows end user access to the list of unanswered and answered calls If disabled the Call Log application is not displayed to the user and calls are not logged ENABLE_REDIAL Allows the end user to redial one to three previously called numbers If disabled redialing is not available to the end user ENABLE_REDIAL_LIST Allows the end user to select a number to redial from a list If disabled only the previously dialed number can be redialed ENABLE_CONTACTS Allows end
89. ff pbx telephone station mapping 3003 Page 2 of 2 STATIONS WITH OFF PBX TELEPHONE INTEGRATION Station Call Mapping Calls Bridged Location Extension Limit Mode Allowed Calls 3003 3 both all none 1 Figure 14 SIP Feature Options page change station nnnn Page 5 of x STATION SIP Feature Options Type of 3PCC Enabled none Figure 15 Feature Related System Parameters screen change system parameters features Page 11 of x FEATURE RELATED SYSTEM PARAMETERS CALL CENTER SYSTEM PARAMETERS EAS Expert Agent Selection EAS Enabled n Minimum Agent LoginID Password Length Direct Agent Announcement Extension Delay Message Waiting Lamp Indicates Status For station VECTORING Converse First Data Delay 0 Second Data Delay 2 Converse Signaling Tone msec 100 Pause msec 70_ Prompting Timeout secs 10 Interflow qpos EWT Threshold 2 Reverse Star Pound Digit For Collect Step n Available Agent Adjustments for BSR n BSR Tie Strategy 1st found Store VDN Name in Station s Local Call Log n n ERVICE OBSERVING Service Observing Warning Tone n or Conference Tone n Service Observing Allowed with Exclusion n Allow Two Observers in Same Call n 104 Avaya Agent Deskphone 16CC Administrator Guide Figure 16 System Parameters Customer Options Optional Features screen display system paramet
90. ger Administration CallServerReguirements NG Oa s kc eS ai ed aa AA AA Communication Manager Administrative Requirements System LevelPreparationTasks SiPTrunkAdministration Call Routing Administration IP Interface and Addresses lt lt oo UDP Pott Selecon so s ap a e SES eee dk BD SS ben RSVP and RICP GRICP lt i lt 2 gt lt 2 bee ce eet Pe Se eee Voice Mail Integration 0 cds eed band ewe wae ewes Call Transfer Considerations ConferencingCallConsiderations Telephone Administration CM 16CC Telephone Configuration Requirements Administering Stations Station Screen Field Assignments for the 4620SIPCC 16CC Station Type Station Screen Page 1 a n StationScreenPage2 Station SAA Page 3 III AAA Station Screen Page 4 IIIA IIIA AdministeringFeatures Chapter 5 SIP Enablement Services SES Administration UU AA as a A A A Kl Ae we ees Using the WebBrowsertoConfigureSES Chapter 6 Server Administration Software Checklist AUA BEDE SG DHCP and File Servers DHCP SS
91. ger Administration Call Server Reguirements Avaya Communication Manager CM extends advanced telephony features to SIP telephones via Outboard Proxy SIP OPS support This feature set offers enhanced calling features in advance of SIP protocol definitions and telephone implementations Before you perform administration tasks ensure that the proper hardware is in place and your call server software is compatible with the 16CC Avaya recommends e the latest CM software e the latest SIP telephone firmware Switch Compatibility The Avaya Agent Deskphone 16CC is supported by Avaya Communication Manager CM Release 5 0 and later as a station type 4620SIPCC Administrators will use the 4620SIPCC station screen forms along with the AST OPTIM off PBX telephone integration screen ops type only in the same manner as other SIP telephones Note Multiple assignments such as OPS 4 EC500 is not supported in this Avaya Agent Deskphone 16CC release For specific administration instructions about CM 16CC telephones see Administering Stations on page 43 Communication Manager Administrative Reguirements There are several initial CM provisioning tasks that must be performed before administering SIP users These tasks are described in SIP Support in Release 4 0 of Avaya Communication Manager Running on the Avaya S8300 S8500 S8500B S8700 and S8710 Media Server Document Number 555 245 206 The tasks administer Communication
92. gged frames priority are not changed The Ethernet switch forwarding logic determines that frames received on the Ethernet line interface are forwarded to the secondary Ethernet interface or to the telephone without regard to specific VLAN IDs or the existence of tags All tagged frames received on the secondary Ethernet interface are changed before forwarding to make the VLAN ID egual to the PHY2VLAN value and the priority value egual to the PHY2PRIO value Untagged frames received on the secondary Ethernet interface are not changed before forwarding Tagged frames with a VLAN ID of zero priority tagged frames will either be forwarded without being changed preferred or changed before they are forwarded such that the VLAN ID of the forwarded frame is equal to the PHY2VLAN value and the priority value is equal to the PHY2PRIO value The Ethernet switch forwarding logic determines that frames received on the Ethernet line interface are forwarded to the secondary Ethernet interface or to the telephone without regard to specific VLAN IDs or the existence of tags Frames received on the secondary Ethernet interface will not be changed before forwarding In other words tagging is not added or removed and the VLAN ID and priority of tagged frames is not changed Tagged frames received on the Ethernet line interface will only be forwarded to the secondary Ethernet interface if the VLAN ID equals PHY2VLAN Tagged frames received on
93. he default VLAN 0 e If the VLANTEST timer expires and L2Q 0 the telephone sets L2QVLAN 0 and transmits DHCP messages without tagging e If VLANTEST is O the timer will never expire Note Regardless of the setting of L2Q VLANTEST or L2QVLAN you must have DHCP administered so that the telephone will get a response to a DHCPDISCOVER when it makes that request on the default 0 VLAN After VLANTEST expires if a telephone receives a non zero L2QVLAN value the telephone will release the IP Address and send DHCPDISCOVER on that VLAN Any other release will require a manual reset before the telephone will attempt to use a VLAN on which VLANTEST has expired See the Reset procedure in Chapter 3 of the Avaya Agent Deskphone 16CC Installation and Maintenance Guide The telephone ignores any VLAN ID administered on the Communication Manager call server Issue 1 January 2008 83 Administering Telephone Options VLAN Default Value and Priority Tagging The system value L2QVLAN is initially set to 0 and identifies the 802 1Q VLAN Identifier This default value indicates priority tagging as defined in IEEE 802 I Section 9 3 2 3 Priority tagging specifies that your network closet Ethernet switch automatically insert the switch port default VLAN without changing the user priority of the frame cf IEEE 802 1D and 802 10 The VLAN ID 0 zero is used to associate priority tagged frames to the port native VLAN of the ingres
94. hone network by removing the need to individually assign and maintain IP Addresses and other parameters for each telephone on the network The DHCP server provides the following information to the Avaya Agent Deskphone 16CC e IP Address of the telephone s e IP Address of the HTTP or HTTPS server e IP Address of the NTP Network Time Protocol server using Option 42 e The subnet mask e IP Address of the router e DNS Server IP Address Administer the LAN so each 16CC telephone can access a DHCP server that contains the IP Addresses and subnet mask The telephone cannot function without an IP Address The failure of a DHCP server at boot time leaves all the affected telephones unusable A user can manually assign an IP Address to the telephone using the Craft ADDR procedure When the DHCP server finally returns the telephone never looks for a DHCP server unless the static IP data is unassigned manually In addition manual data entry is an error prone process Issue 1 January 2008 49 Server Administration Avaya recommends that e A minimum of two DHCP servers be available for reliability e A DHCP server be available when the IP telephone reboots e A DHCP server be available at remote sites if WAN failures isolate IP telephones from the central site DHCP server s The file server provides the Avaya Agent Deskphone 16CC with a script file and if appropriate new or updated application software See Step 3 Telephone and File Server
95. hones use both RSVP and VMON QoS Unlike H 323 telephones Avaya Agent Deskphone 16CC telephones do not use Avaya Communication Manager to set Quality of Service QoS The Avaya SIP IP telephones use the parameters L2QAUD L2QSIG DSCPAUD and DSCPSIG described in Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters NAT The 16CC does not support Network Address Translation NAT 9600 Series IP H 323 Telephones do support NAT Issue Date This is the first release of this document issued for the first time in January 2008 Issue 1 January 2008 9 Introduction Document Organization The guide contains the following sections Chapter 1 Introduction Provides an overview of this document Chapter 2 Administration Provides an overview of the administrative process and Overview and Reguirements describes general hardware software and operational requirements Chapter 3 Network Describes administrative requirements for your Local Area Requirements Network Chapter 4 Communication Describes how to administer Avaya Communication Manager Manager Administration to operate with Avaya Agent Deskphone 16CC telephones Chapter 5 SIP Enablement Covers SIP Enablement Services SES configuration for Services SES Administration Avaya Agent Deskphone 16CC telephones Chapter 6 Server Administration Describes DHCP and HTTP HTTPS administration for Avaya Agent Deskphone 16CC telephones
96. inistration for dynamic addressing For static addressing see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Tagging Control and VLAN administration for the telephone if appropriate as covered in Chapter 8 Administering Telephone Options Quality of Service QoS administration for the telephone if appropriate QoS is covered in QoS on page 27 and QoS on page 36 Protocol administration for example Simple Network Management Control SNMP Interface administration for the telephone as appropriate Administer the telephone to LAN interface using the PHY1 parameter described in Chapter 3 Network Requirements Administer the telephone to PC interface using the PHY2 parameter described in Interface Control in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Application specific telephone administration if appropriate as described in Chapter 8 Administering Telephone Options Table 1 indicates that you can administer system parameters in a variety of ways and use a variety of administrative mechanisms like Maintaining the information on the call server Manually entering the information by means of the telephone dialpad Administering the DHCP server Editing the configuration file on the applicable HTTP or HTTPS file server User modification of certain parameters when given administrative permission to do so Note Not all parameters can be administered on all adm
97. inistrative mechanisms 14 Avaya Agent Deskphone 16CC Administrator Guide Avaya Agent Deskphone 16CC Telephones Table 1 Administration Alternatives and Options for Avaya Agent Deskphone 16CC Telephones Administrative Parameter s Mechanisms For More Information See Telephone AvayaCommunication Chapter 4 Communication Manager Administration Administration IP Addresses Tagging and VLAN Network Time Server NTS Quality of Service Interface Application specific parameters Manager and SES DHCP strongly recommended Settings file Manual administration at the telephone DHCP Settings file strongly recommended Manual administration at the telephone DHCP Settings file Settings file DHCP Settings file strongly recommended Manual administration at the telephone DHCP Settings file strongly recommended Chapter 6 Server Administration and Appendix B Related Documentation DHCP and File Servers on page 49 and especially DHCP Server Administration on page 50 Chapter 7 Telephone Software and Binary Files and Chapter 8 Administering Telephone Options Static Addressing Installation in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide DHCP Server Administration on page 50 and Chapter 8 Administering Telephone Options DHCP and File Servers on page 49 and Chapter 8 Administering Telephone Options
98. ions scroll list click 242 96XXOPTION Click the Value button 4 Verify that the Value String box contains the correct value from DHCP Generic Setup on page 52 If not update the string and click the OK button Windows 2000 DHCP Server Verifying the Installation of the DHCP Server Use the following procedure to verify whether the DHCP server is installed 1 2 3 Select Start gt Program gt Administrative Tools gt Computer Management Under Services and Applications in the Computer Management tree find DHCP If DHCP is not installed install the DHCP server Otherwise proceed directly to Creating and Configuring a DHCP Scope for instructions on server configuration Creating and Configuring a DHCP Scope Use ihe following procedure to create and configure a DHCP scope 1 2 Select Start gt Programs gt Administrative Tools gt DHCP In the console tree click the DHCP serverto which you want to add the DHCP scope for the IP telephones This is usually the name of your DHCP server machine Select Action gt New Scope from the menu Windows displays the New Scope Wizard to guide you through rest of the setup Click the Next button The Scope Name dialog box displays In the Name field enter a name for the scope such as CM IP Telephones where CM would represent Avaya Communication Manager then enter a brief comment in the Description field When you finish Steps 1 5 c
99. irection s of data transfer 28 Avaya Agent Deskphone 16CC Administrator Guide Other Network Considerations e The text the arrows point to identifies the port or ports that the Avaya Agent Deskphone 16CC supports for the specific situation Brackets identify ranges when more than one port applies The text indicates any additional gualifications or clarifications In many cases the ports used are the ones called for by IETF or other standards bodies e Many of the explanations in the diagrams refer to system parameters or options settings For more information about parameters and settings see Administering Telephone Options Figure 2 Signaling Audio and Management Diagram Signaling Audio and Management gt Avaya Agent Deskphone SIP UDP or TCP IP SIP Registrar Proxy 16CC SIPPORT 5060 fi gt Ml Port 5060 SIP_PORT_SECURE 5061 SIPS TLS IP ul Port 5061 aa p CM Call Server or another IP endpoint lt gt RTP SRTP Audio UDP IP PORTAUD range jj gt FEPORT range Port audio port 1 RTCP SRTCP UDP IP f only active during a call Ziwa gt m Port audio port 1 if RTCP SRTOP is enabled lt SNMP MIB Viewer SNMP UDP IP Port depends on Port 161 Mo gt MIB viewer admin Syslog Transmission UDP IP Port Operating System Port 514 selected M gt E Bi Issue 1 January 2008 29 Network Reguirements Figure 3
100. is briefly taken offline Note The DHCP standard states that when a DHCP lease expires the device should immediately cease using its assigned IP Address If the network has problems and the only DHCP server is centralized the server is not accessible to the given telephone In this case the telephone is not usable until the server can be reached Avaya recommends once assigned an IP Address the telephone continues using that address after the DHCP lease expires until a conflict with another device is detected As Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters indicates the system parameter DHCPSTD allows an administrator to specify that the telephone will either a Comply with the DHCP standard by setting DHCPSTD to 1 or b Continue to use its IP Address after the DHCP lease expires by setting DHCPSTD to 0 The latter case is the default If the default is invoked after the DHCP lease expires the telephone sends an ARP Request for its own IP Address every five seconds The request continues either forever or until the telephone receives an ARP Reply After receiving an ARP Reply the telephone displays an error message sets its IP Address to 0 0 0 0 and attempts to contact the DHCP server again Option 52 Overload Option if desired If this option is received in a message the telephone interprets the sname and file fields in accordance with IETF RFC 2132 Section 9 3 listed in Appendix B
101. istered or otherwise identified as a valid outgoing phone number such as a Speed Dial button Redial number or Outgoing Call Log number or e No the Called Party Number comes from a source that is likely to require enhanced local dialing processing for example the Incoming Call Log application Note The Enhanced Local Dialing algorithm requires that telephone numbers be presented in a standard format The standard format depends on how you administer the parameters indicated in Table 9 The algorithm also assumes that international telephone numbers are identified as such in for example the Contacts application Precede international numbers with a plus sign and a space or some non digit character following the country code Issue 1 January 2008 89 Administering Telephone Options Agent Confirmation Tones The telephone provides agent confirmation tones controlled by the ID number in the AGENTTONE configuration parameter The tones by ID number are the following ID Agent Tone Frequency Hz Cadence seconds 1 Agent Confirmation no agent message waiting 350 440 3x 0 150n 0 15off Agent Confirmation agent message waiting 440 5x 0 050n 0 050ff 2 Agent Confirmation no agent message waiting 425 3x 0 150n 0 150ff Agent Confirmation agent message waiting 440 5x 0 050n 0 05off 3 Agent Confirmation no agent message waiting 404 3x 0 10n 0 1off Agent Confirmation agent message waiting 440 5x 0 050n 0 05off
102. istrative mechanisms the last server mechanism to provide the parameter has precedence For example if the telephone s IP Address is set through DHCP but is changed using the ADDR local dialpad Craft procedure the IP Address set by the local procedure takes precedence The precedence from lowest to highest is 1 DHCP 2 Settings file 3 Personal Profile Manager PPM Note Exception In the case of the parameter SIPDOMAIN the settings file has a higher precedence than PPM 4 Manual administration at the telephone unless the system parameter USE DHCP is set to 1 Get IP Address automatically by DHCP or backup file data obtained through PPM The Administrative Process The following list depicts administration for a typical Avaya Agent Deskphone 16CC call center network Your own configuration might differ depending on the servers and system you have in place 1 Avaya Communication Manager 5 0 or greater administered for Avaya Agent Deskphone 16CC telephones 2 SES SIP Enablement Services 5 0 or greater administered for Avaya Agent Deskphone 16CC telephones 3 Call Center administration as applicable for example Automated Call Distribution ACD and Expert Agent Selection EAS 4 LAN and applicable servers file servers Network Time server administered to accept the telephones 16 Avaya Agent Deskphone 16CC Administrator Guide The Administrative Process 5 Telephone software SIP package downloade
103. ite for documents related to Avaya Call Center 5 0 including e Getting Started with Avaya Call Center 5 0 and Avaya Agent Deskphone 16CC Document Number 129214 e Avaya Call Center Automated Call Distribution ACD Guide Document Number 07 600779 e Avaya Call Center Release 5 0 Call Vectoring and Expert Agent Selection EAS Guide Document Number 07 300302 See Appendix B Related Documentation for Web sites that list related non Avaya documents such as those published by the Internet Engineering Task Force IETF and the International Telecommunication Union ITU Issue 1 January 2008 11 Introduction 12 Avaya Agent Deskphone 16CC Administrator Guide Chapter 2 Administration Overview and Reguirements Avaya Agent Deskphone 16CC Telephones The Avaya Agent Deskphone 16CC telephones support the SIP signaling protocol only Avaya SIP Telephony architecture consists of e Avaya Communication Manager CM the feature server e Gateways also implemented via CM e ASES SIP Enablement Server which implements the Proxy Registrar Event Server Personal Profile Manager PPM System Management Service SMS and Location Service components for SIP support SIP was developed by the IETF Like H 323 SIP provides for real time audio video and data communications transmission over a packet network SIP uses various messages or methods to provide e Registration REGISTER e Call signaling INVITE BYE e Control
104. ith which the software is intended to be used Transmission Control Protocol Internet Protocol a network layer protocol used on LANs and internets Trivial File Transfer Protocol used to provide downloading of upgrade scripts and binary files to certain IP telephones 16CC telephones use HTTP or HTTPS instead of TFTP Transport Layer Security an enhancement of Secure Sockets Layer SSL TLS is compatible with SSL 3 0 and allows for privacy and data integrity between two communicating applications Type Length Value elements transmitted and received as part of Link Layer Discovery Protocol LLDP User Datagram Protocol a connectionless transport layer protocol Uniform Resource Identifier and Uniform Resource Locator Names for the strings used to reference resources on the Internet for example HTTP URI is the newer term Virtual LAN Voice over IP a class of technology for sending audio data and signaling over LANs Wireless Markup Language used by Web Browsers to communicate with WML servers Not applicable to Avaya Agent Deskphone 16CC telephones 3 of 3 Issue 1 January 2008 97 Glossary of Terms 98 Avaya Agent Deskphone 16CC Administrator Guide Appendix B Related Documentation Avaya Call Center 5 0 Documentation Avaya Agent Deskphone 16CC telephones are the endpoints of Avaya s call center solution For an overview of the SIP call center solution Avaya Call Center 5 0 see Implementing Avay
105. l as the names and values of the data within the file If you choose to enhance the security of your HTTP environment by using Transport Layer Security TLS you also need to e Install the TLS server application e Administer the system parameter TLSSRVR to the address es of the Avaya HTTP server 62 Avaya Agent Deskphone 16CC Administrator Guide Chapter 7 Telephone Software and Binary Files General Download Process The Avaya Agent Deskphone 16CC downloads script files binary files and settings files from either an HTTP or HTTPS server The HTTPS server applies only if the server supports Transport Layer Security TLS encryption Note The script files binary files and settings files discussed in this chapter are identical for HTTP and HTTPS servers The generic term file server refers to both HTTP server and HTTPS server The file downloading process is the same for both servers except that when you use an HTTPS server a TLS server is contacted first The telephone queries the file server which transmits a script file to the telephone The script file tells the telephone which binary file the telephone must use The binary file is the software that has the telephony functionality and is easily updated for future enhancements In a newly installed telephone the binary file might be missing In a previously installed telephone the binary file might not be the proper one In both cases the telephone requests
106. lick the Next button The IP Address Range dialog box displays Define the range of IP Addresses used by the IP telephones listed in Table 3 Reguired Network Information Before Installation Per DHCP Server The Start IP Address is the first IP Address available to the IP telephones The End IP Address is the last IP Address available to the IP telephones Note Avaya recommends not mixing Avaya Agent Deskphone 16CC telephones and PCs in the same scope Issue 1 January 2008 59 Server Administration 8 10 15 16 Define the subnet mask in one of two ways e The number of bits of an IP Address to use for the network subnet IDs e The subnet mask IP Address Enter only one of these values When you finish click the Next button The Add Exclusions dialog box displays Exclude any IP Addresses in the range specified in the previous step that you do not want assigned to an IP telephone a In the Start Address field under Exclusion Range enter the first IP Address in the range you want to exclude b In the End Address field under Exclusion Range enter the last IP Address in the range you want to exclude c Click the Add button d Repeat steps a through c for each IP Address range that you want to exclude Note You can add additional exclusion ranges later by right clicking the Address Pool under the newly created scope and selecting the New Exclusion Range option Click the Next button afte
107. mizeable System Parameters continued Parameter Default Description and Name Value Value Range VLANSEP 1 Enables or disables VLAN separation Controls whether frames to from the secondary Ethernet interface receive IEEE 802 1Q tagging treatment The tagging treatment enables frames to be forwarded based on their tags ina manner separate from telephone frames If tags are not changed no tag based forwarding is employed Values are 1 On Enabled 2 Off Disabled This parameter is used with several related parameters For more information see VLAN Separation on page 84 VLANTEST 60 Number of seconds to wait fora DHCPOFFER when using a non zero VLAN ID 1 3 ASCII digits from 0 to 999 WAIT FOR 10 Time in seconds the SIP application will wait for a register REGISTRATION TIMER response message If no message is received registration is retried Range is 1 60 seconds 13 of 13 Note Table 9 applies to all Avaya Agent Deskphone 16CC telephones however certain 16CC telephones might have additional optional information that you can administer For more information see Chapter 9 Administering Applications and Options VLAN Considerations This section contains information on how to administer 16CC telephones to minimize registration time and maximize performance in a Virtual LAN VLAN environment If your LAN environment does not include VLANs set the system parameter L2Q to 2 off to ensure c
108. n PNC Duplication n Terminal Trans Init TTI y Port Network Support y Time of Day Routing y Processor and System MSP n Uniform Dialing Plan y Private Networking y Usage Allocation Enhancements y Processor Ethernet y TN2501 VAL Maximum Capacity y Remote Office n Wideband Switching y Restrict Call Forward Off Net y Wireless n Secondary Data Module y Figure 21 Call Center Optional Features screen display system parameters customer options page 6 of x CALL CENTER OPTIONAL FEATURES Call Center Release ACD y PASTE Display PBX Data on Phone n BCMS Basic y Reason Codes n Service Level Maximizer y BCMS VuStats Service Level n Service Observing Basic y Business Advocate n Service Observing Remote By FAC n Call Work Codes y Service Observing VDNs DTMF Feedback Signals For VRU y Timed ACW Dynamic Advocate n Vectoring Basic y Expert Agent Selection EAS y Vectoring Prompting y EAS PHD n Vectoring G3V4 Enhanced Forced ACD Calls n Vectoring ANI II Digits Routing n Least Occupied Agent Vectoring G3V4 Advanced Routing n Lookahead Interflow LAI Vectoring CINFO n Multiple Call Handling On Request n Vectoring Best Service Routing n Multiple Call Handling Forced n Vectoring Holidays Issue 1 January 2008 107 Sample Station Forms and Other Screens Figure 22 Call Center Optional Features screen display system parameters customer options Page 7 of x CALL CENTER OPTIONA
109. nce conference operation with bridged appearances Bridged Appearance Origination Restricted Station Screen Page 4 Field Assign as Site Data Site data fields are display only they document information related to the station set installation Note that the Avaya Agent Deskphone supports only a Headset and is not equipped with a speaker 44 Avaya Agent Deskphone 16CC Administrator Guide Administering Stations Administering Features The following buttons can be administered for an Avaya Agent Deskphone 16CC using the Station Screen page 5 and page 6 if needed Administrable Station Features Feature Button Name Administration Notes Call Center Buttons Auto in Mode auto in Assign if reguired If not reguired or assigned Manual in mode button must be assigned Manual in Mode man Assign if reguired If not reguired or assigned Auto in mode button must be assigned Auxiliary Work aux work Assign only one Aux work button Auxiliary Work with aux work Assign one button per unique Reason Code assigned Reason RC X within the 16 button capacity limits Code After Call Work after call Optional assign only one ACW button General PBX Buttons as reguired Audix One Touch audix rec Recording Auto Callback auto cback Bridged Call brdg appr Appearances Btn Extn Call Appearance s call appr Multiple appearances are supported You must indicate the number of call appearances call appr b
110. ndividually Set the following parameters in the settings file CALL LOG ACTIVE ENABLE CALL LOG ENABLE CONTACTS ENABLE MODIFY CONTACTS ENABLE REDIAL ENABLE REDIAL LIST PROVIDE OPTIONS SCREEN PROVIDE NETWORKINFO SCREEN PROVIDE LOGOUT PROCSTAT Verify all components are properly administered For More Information See DHCP Server Administration in Chapter 6 Server Administration Option 42 under DHCP Generic Setup Vendor provided instructions http www avaya com support Chapter 7 Telephone Software and Binary Files Chapter 7 Telephone Software and Binary Files The GROUP System Value on page 68 and the Avaya Agent Deskphone 16CC Installation and Maintenance Guide The applicable Craft Local Procedures in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Avaya Agent Deskphone 16CC Installation and Maintenance Guide Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters Avaya Call Center Release 5 0 System Administration Guide 2 of 2 18 Avaya Agent Deskphone 16CC Administrator Guide Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Environment Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Environment Figure 1 Avaya Agent Deskphone 16CC in the SIP Call Center Solution SIP Servers amp Applications WAL Avaya Communication Manager Feature Server SIP Enablement Server PPM f
111. ndix B Related Documentation and the QoS parameters L2QAUD L2QSIG DSCPAUD and DSCPSIG in Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters Hardware Requirements To operate properly you need e Category 5e cables designed to the IEEE 802 3af 2003 standard for LAN powering e TN2602 IP Media Processor circuit pack for Avaya Communication Manager CM Sites with a TN2302 IP Media Processor circuit pack are strongly encouraged to install a TN2602 circuit pack e TN799C or D Control LAN C LAN circuit pack A Important Avaya IP and SIP telephone firmware requires TN799C V3 or greater C LAN circuit pack s For more information see the Communication Manager Software and Firmware Compatibility Matrix on the Avaya support Web site http www avaya com support To ensure that the appropriate circuit pack s are administered on your Communication Manager call server see Chapter 4 Communication Manager Administration For more information about hardware requirements in general see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Issue 1 January 2008 23 Network Reguirements Server Reguirements Four server types can be configured for Avaya Agent Deskphone 16CC telephones e DHCP server e HTTP or HTTPS server e SIP Proxy or Registration server e Network Time Protocol server for SNTP Note Avaya Agent Deskphone 16CC telephones and Avaya Call Center 5 0 need SIP Enablement Servic
112. ne 16CC Administrator Guide Language Selection Language Selection Avaya Agent Deskphone 16CC telephones are factory set to display information in the English language In addition to English SIP software downloads include the following language files e Canadian French e Parisian French e Latin American Spanish e German e Brazilian Portuguese Administrators can specify from one to four languages per telephone to replace English End users can then select which of those languages they want their telephone to display All downloadable language files contain all the information needed for the telephone to present the language as part of the user interface Use the configuration file 46xxsettings txt and these parameters to customize the settings for up to four languages e LANGUAGES the list of languages to be downloaded from which the end user can select a desired display language Each language is listed in the following format MIf_ language_namej xml for example MIf_German xml e SYSTEM LANGUAGE a string indicating the filename of the default system language The string indicates which of the available languages to use for display purposes If this parameter is not set or if no other language has been set by the user or if a user language choice cannot be satisfied the built in English strings are used e LANGOSTAT Allows the user to select the built in English language when other languages are downloaded If LANGOS
113. ng commas SIP signaling transport protocol Values are 0 UDP 1 TCP 2 TLS over TCP Text string containing zero or more allowable source IP Addresses for SNMP queries in dotted decimal or DNS format separated by commas with up to 255 total ASCII characters including commas and no intervening spaces Text string containing the SNMP community name string up to 32 ASCII characters no spaces 11 of 13 80 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Default Value Parameter Name Description and Value Range SNTPSRVR Nal SYSTEM_ LANGUAGE Null TCP KEEP ALIVE 10 INTERVAL TCP KEEP ALIVE 1 STATUS TCP KEEP ALIVE TIME 60 TIMEFORMAT 0 TLSDIR Null TLSPORT 443 TRUSTCERTS Null USE_QUAD_ZEROS _ 0 FOR_HOLD Used to retrieve date and time via SNTP in case of several entries the first address is always first etc Zero to 255 characters zero or more IP Addresses in dotted decimal or DNS name format separated by commas without any intervening spaces System Default Language definition String representing a file name shall be identical to one of the file names received via LANGUAGES parameter or null Time interval number of seconds after which TCP keep alive packets are re transmitted The interval is started by the
114. not removed from frames forwarded to the telephone Issue 1 January 2008 67 Telephone Software and Binary Files The GROUP System Value You might have different communities of users all of which have the same telephone model but which reguire different administered settings For example you might want to restrict Call Center agents from being able to Logoff which might be an essential capability for hot desking associates We provide examples of the group settings for each of these situations later in this section Use the GROUP system value for this purpose 1 identify which telephones are associated with which group and designate a number for each group The number can be any integer from 0 to 999 with O as the default meaning your largest group is assigned as Group 0 2 At each non default telephone instruct the installer or user to invoke the GROUP Craft Local procedure as specified in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide and specify which GROUP number to use The GROUP System value can only be set on a phone by phone basis 3 Once the GROUP assignments are in place edit the configuration file to allow each telephone of the appropriate group to download its proper settings Here is an example of the configuration file that accounts for two group settings IF GROUP SEO 1 goto GROUP1 IF GROUP SEQ 2 goto GROUP2 specify settings unique to Group 0 goto END GROUP1 specify
115. nt y IP Stations y Enable dadmin Login y Enhanced Conferencing y ISDN Feature Plus y Enhanced EC500 y ISDN SIP Network Call Redirection y Enterprise Survivable Server y Enterprise Wide Licensing y ISDN BRI Trunks y ESS Administration y ISDN PRI y Extended Cvg Fwd Admin y Local Survivable Processor y External Device Alarm Admin y Malicious Call Trace y Extended Cvg Fwd Admin y Mode Code for Centralized Voice Mail y External Device Alarm Admin y Five Port Networks Max per MCC y Multifreguency Signaling y Flexible Billing y Multimedia Appl Server Interface MASI y Forced Entry of Account Codes y Multimedia Call Handling Basic Global Call Classification y Multimedia Call Handling Enhanced y Hospitality Basic y Multimedia IP SIP Trunking y Hospitality G3V3 Enhancements y IP Trunks y IP Attendant Consoles y NOTE You must logoff amp login to effect the permission changes 106 Avaya Agent Deskphone 16CC Administrator Guide Figure 20 System Parameters Customer Options Optional Features screen display system parameters customer options page 5 of x OPTIONAL FEATURES Multinational Locations Station and Trunk MSP n Multiple Level Precedence and Preemption Station as Virtual Extension n Multiple Locations System Management Data Transfer n Personal Station Access PSA y Posted Messages n Tenant Partitioning
116. ocal Dialing 88 Enhanced Local Dialing Requirements 89 Call Center 5 0 Documentation 99 Error Conditions eee ee ee 21 Call Center Optional Features screen 107 108 Gi Call Forward administration 45 Call Server Requirements 33 F en en 2 Feature Support 39 Men A E Feature Related System Parameters screen 104 Issue 1 January 2008 115 Index Features Administering aa aaa 45 File download Choosing the Right Application and Upgrade Script FIG aa aan pe AA ae aa vee he Download File Content a aaa 65 G General Download Process aa 63 GenericSetup forDHCP 52 GlossaryyofTerms 95 GROUP SystemValue 68 H Hardware Requirements 23 HTTP HTTPS Server 2 ee 24 IEC ISO Documents a aa 99 IEEE 802 1D and 80210 aaa 22 36 IEEE ANSI Documents 99 IETF Documents 99 Initialization and Address Resolution Diagram 30 Initialization Process for Avaya Agent Deskphone 16CCtelephones 20 Installation Network Information Reguired before STAING ic aa a a a E 25 Inter Network Region Connection Management screen110 Interface administering the 15 IP Addresses administering 15 IP Interface and Addresses 36 IP N
117. ode Name Survivable COR internal Media Complex Ext Survivable Trunk Dest y IP SoftPhone y IP Video Softphone n Customizable Labels Y Figure 5 Station screen page 2 display station 3003 Page 2 of 6 STATION FEATURE OPTIONS LWC Reception spe Auto Select Any Idle Appearance n LWC Activation y Coverage Msg Retrieval y WC Log External Calls n Auto Answer none CDR Privacy n Data Restriction Redirect Notification y Idle Appearance Preference n n s Per Button Ring Control Bridged Idle Line Preference Bridged Call Alerting Restrict Last Appearance Active Station Ringing G2 0 ingle EMU Login Allowed n H 320 Conversion n Per Station CPN Send Calling Number Service Link Mode as needed Multimedia Mode enhanced Audible Message Waiting n MWI Served User Type Display Client Redirection n AUDIX Name Select Last Used Appearance n Coverage After Forwarding s Remote Softphone Emergency Calls as on local Direct IP IP Audio Connections y Emergency Location Ext 3001 Always Use n IP Audio Hairpinning y Issue 1 January 2008 101 Sample Station Forms and Other Screens Figure 6 Station screen page 3 display station 3003 Page 3 0f 6 STATION Conf Trans on Primary Appearance n Bridged Appearance Origination Restriction n Call Appearance Display Format disp param default IP Phone Group ID ENHANCED CALL FORWARDING
118. on disappears indicating that the scope was activated Issue 1 January 2008 61 Server Administration HTTP Generic Setup You can store the same application software script file and settings file on an HTTP server as you can on a TFTP server TFTP is not supported for Avaya Agent Deskphone 16CC telephones With proper administration the telephone seeks out and uses that material Some functionality might be lost by a reset if the HTTP server is unavailable For more information see DHCP and File Servers on page 49 A Important The files defined by HTTP server configuration must be accessible from all IP telephones invoking those files Ensure that the file names match the names in the upgrade script including case since UNIX systems are case sensitive Note Use any HTTP application you want Commonly used HTTP applications include Apache and Microsoft IIS A Important To set up an HTTP server Install the HTTP server application Administer the system parameter HTTPSRVR to the address of the HTTP server Include this parameter in DHCP Option 242 or the appropriate SSON Option Download the upgrade script file and binary file s from the Avaya Web site http www avaya com support to the HTTP server For more information see Contents of the Settings File on page 66 Note Many LINUX servers distinguish between upper and lower case names Ensure that you specify the settings file name accurately as wel
119. on is provided to user If disabled and phone is operating in user mode hide Logout item in A Avaya menu Values are O off 1 on Flag to define whether or not Network Information menu is provided to user If disabled and phone is operating in user mode hide complete Network Information option sub menu Values are O off 1 on Flag to define whether or not Options amp Settings menu is provided to user If disabled and phone is operating in user mode hide complete Option amp Settings menu tree Values are O off 1 on Number of seconds for next re registration to SIP server Range in seconds 10 1 000 000 000 Address es of default router s gateway s in the IP network Range is 7 127 characters defining one or more IP Addresses in dotted decimal format separated by commas without any intervening spaces Enables disables the RTCP in parallel to RTP audio streams Values are O RTCP disabled 1 RTCP enabled Specifies lower limit of a port range to be used by RTP RTCP or SRTP SRTCP connections for example to adapt to firewall traversal policies Values 1024 65503 10 of 13 Issue 1 January 2008 79 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range RTP PORT RANGE SEND DTMF TYPE SIG SIG PORT LOW SIG PORT RANGE SIP PORT SECURE SIPDOMAIN SIPPORT SIPROXYSRVR
120. on page 20 under Telephone Initialization Process In addition you can edit an associated settings file to customize telephone parameters for your specific environment For more information see Chapter 8 Administering Telephone Options DHCP Server Administration This document concentrates on the simplest case of the single LAN segment Information provided here can be used for more complex LAN configurations A Important Before you start understand your current network configuration An improper installation will cause network failures or reduce the reliability and performance of your network Configuring DHCP for Avaya Agent Deskphone 16CC To administer DHCP option 242 if none currently exists copy Option 176 for your 46xx IP Telephones You can then either e leave any parameters the Avaya Agent Deskphone 16CC does not support for setting via DHCP in option 242 to be ignored or e delete unused or unsupported parameters to shorten the DHCP message length Only the following parameters can be set in the DHCP site specific option for 16CC telephones although most of them can be set in a 46xxsettings txt file as well 50 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration Table 7 Parameters Set by DHCP Parameter Description HTTPDIR HTTPPORT HTTPPROXY HTTPSRVR ICMPDU ICMPRED L2Q L2QVLAN LOGSRVR MTU_SIZE PHY1STAT PHY2STAT PROCPSWD PROCSTAT SIPPROXYSRVR SNTPSRV
121. ontinued Communication Manager Administration Task Form Command Field s Value s Enable applicable change cor Varied To use the Call Pickup calling features feature the Can Use Directed on the Class of Call Pickup and Can Be Restriction form Picked Up By Call Pickup fields must be set to y for the affected stations Note that Page 3 can be used to implement a form of centralized call screening for groups of stations and trunks Add a station for add station xxxxxx Extension Assign the same extension each SIP phone to be supported using the Station form page 1 where xxxxxx represents the extension number as the CM call server extension administered in SIP Enablement Services See Chapter 5 SIP Enablement Services SES Administration and SES documentation for SES configuration information Note For all other Station Form screen page field information see Administering Stations on page 43 Stations With Off PBX Telephone Integration form page 1 Stations With Off PBX Telephone Integration form page 2 change off pbx telephone station mapping XXXXXX where XXXXXX represents the extension number of the station being configured change off pbx telephone station mapping XXXXXX where XXXXXX represents the extension number of the station being configured Station Extension Application Dial Prefix Phone Number Trunk Selection Configuration Set Call Limit Us
122. or BU Restore etc gt ai Seamless Communications 2 SN Avaya agent veskpnone 16CC Avaya IP Wireless Digital and Analog Endpoints Issue 1 January 2008 19 Administration Overview and Reguirements Telephone Initialization Process These steps offer a high level description of the information exchanged when the telephone initializes and registers This description assumes that all eguipment is properly administered ahead of time This description can help you understand how the Avaya Agent Deskphone 16CC telephones relate to the routers and servers in your network Step 1 Telephone to Network The telephone is appropriately installed and powered After a short initialization process the telephone identifies the LAN speed and sends a message out into the network identifying itself and reguesting further information A router on the network receives and relays this message to the appropriate DHCP server Step 2 DHCP Server to Telephone The DHCP server provides information to the telephone as described in DHCP and File Servers on page 49 Among other data passed to the telephone is the IP Address of the HTTP or HTTPS server Step 3 Telephone and File Server The Avaya Agent Deskphone 16CC can download script files binary files and settings files from either an HTTP or HTTPS server The telephone gueries the file server which transmits a script file to the telephone This script file
123. ormation recorded in Table 3 Required Network Information Before Installation Per DHCP Server Define the Telephone IP Address Range Set the Subnet Mask To exclude any IP Addresses you do not want assigned to IP telephones within the Start and End addresses range a In the Exclusion Range Start Address field enter the first IP Address in the range that you want to exclude b In the Exclusion Range End Address field enter the last IP Address in the range that you want to exclude c Click the Add button d Repeat steps a through c for each IP Address range to be excluded Note Avaya recommends that you provision the Avaya Agent Deskphone 16CC telephones with sequential IP Addresses Also do not mix Avaya Agent Deskphone 16CC telephones and PCs in the same scope Under Lease Duration select the Limited To option and set the lease duration to the maximum Enter a sensible name for the Name field such as CM IP Telephones where CM would represent Avaya Communication Manager Click OK A dialog box prompts you Activate the new scope now Click No Note Activate the scope only after setting all options 56 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration Editing Custom Options Use the following procedure to edit custom options 1 al Highlight the newly created scope 2 Select DHCP Options gt Defaults in the menu 3 4 In the Add Option
124. orrect operation 82 Avaya Agent Deskphone 16CC Administrator Guide VLAN Considerations VLAN Tagging IEEE 802 10 tagging VLAN is a useful method of managing VoIP traffic in your LAN Avaya recommends that you establish a voice VLAN set L2QVLAN to that VLAN and provide voice traffic with priority over other traffic You can set VLAN tagging manually by DHCP or in the 46xxsettings txt file If VLAN tagging is enabled L2Q 0 or 1 the Avaya Agent Deskphone 16CC telephones set the VLAN ID to L2QVLAN and the VLAN priority for packets from the telephone to L2QAUD for audio packets and L2QSIG for signalling packets The default value 6 for these parameters is the recommended value for voice traffic in IEEE 802 1D Regardless of the tagging setting an Avaya Agent Deskphone 16CC telephone will always transmit packets from the telephone at absolute priority over packets from secondary Ethernet The priority settings are useful only if the downstream equipment is administered to give the voice VLAN priority VLAN Detection The telephones support automatic detection of the condition where the L2QVLAN setting is incorrect When VLAN tagging is enabled L2Q 0 or 1 initially the telephone transmits DHCP messages with IEEE 802 1Q tagging and the VLAN set to L2QVLAN The telephones will continue to do this for VLANTEST seconds e If the VLANTEST timer expires and L2Q 1 the telephone sets L2QVLAN 0 and transmits DHCP messages with t
125. ovider Network Call Redirection field on the Protocol Variations page to y Yes to allow network call redirection the default is No for multi site call centers Changing the Send Transferring Party Information field on the Protocol Variations page to y Yes to make sending transferring party information optional the default is No Setting UUI User to User Information Treatment on the Trunk Group for multi site call centers if applicable Call Routing Administration Call routing administration includes Administering Feature Access Codes FACs on the Feature Access Code screen Administering the ARS Digit Analysis Table on the ARS Digit Analysis Table screen Administering the Route Pattern on the Route Pattern screen Adding the Route Pattern to the Numbering Public Unknown Numbering screen Administering the Proxy Selection Route Pattern on the Locations screen Allowing the system to identify the location of a caller who dials a 911 emergency call from a SIP endpoint on the IP Network Map screen The Administrator Guide for Avaya Communication Manager Document Number 03 300509 provides detailed instructions for administering an IP telephone system on Avaya Communication Manager See Chapter 3 Managing Telephones which describes the process of adding new telephones Also you can locate pertinent screen illustrations and field descriptions in Chapter 19 Screen References of that guide You can find this do
126. plicable the telephones test whether the network Ethernet switch port supports IEEE 802 1D g tagged frames by ARPing the router with a tagged frame For more information see VLAN Considerations on page 82 If your LAN environment includes Virtual LANs VLANs your router must respond to ARPs for VLAN tagging to work properly 26 Avaya Agent Deskphone 16CC Administrator Guide Other Network Considerations QoS For more information about the extent to which your network can support any or all of the QoS initiatives see your LAN equipment documentation See QoS on page 36 for QoS implications for 16CC telephones All telephones provide some detail about network audio quality For more information see Network Audio Quality Display on page 27 IEEE 802 1D and 802 1Q For more information about IEEE 802 1D and IEEE 802 1Q and the Avaya Agent Deskphone 16CC telephones see IEEE 802 1D and 802 1Q on page 36 and VLAN Considerations on page 82 Three bits of the 802 1Q tag are reserved for identifying packet priority to allow any one of eight priorities to be assigned to a specific packet NP O1 0 o CN 7 Voice traffic with less than 10ms latency Voice traffic with less than 100ms latency Controlled load traffic for critical data applications Traffic meriting extra effort by the network for prompt delivery for example executive Network management traffic e mail Reserv
127. r simplified certification enrollment protocol SCEP String representing zero or one domains in a URL of 0 to 255 characters in dotted decimal or DNS name format with multiple domains delimited by commas Destination TCP port used for requests to the HTTP server during initialization Range is O 65535 Note For this release there should be no need to set this parameter to values other than default value Zero or one IP or DNS addresses of the HTTP server for SCEP 0 to 255 characters in dotted decimal or DNS name format followed by a colon and port number The colon and port number are optional If this parameter is not null this proxy transport address is used to set up the HTTP connection as the transport protocol for SCEP IP Address es or DNS Name s of HTTP file server s used to download telephone files settings file language files code HTTP server addresses can be in dotted decimal or DNS format and must be separated by commas 0 255 ASCII characters including commas Controls whether ICMP Destination Unreachable messages will be processed Values are 0 DU messages not transmitted 1 DU messages not transmitted in response to specific events 2 DU message with code 2 will be transmitted in case of specific events 5 of 13 74 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameter
128. r you enter all the exclusions The Lease Duration dialog box displays For all telephones that obtain their IP Addresses from the server enter 30 days in the Lease Duration field This is the duration after which the IP Address for the device expires and which the device needs to renew Click the Next button The Configure DHCP Options dialog box displays Click the No I will activate this scope later button The Router Default Gateway dialog box displays For each router or default gateway enter the IP Address and click the Add button When you are done click the Next button The Completing the New Scope Wizard dialog box displays Click the Finish button The new scope appears under your server in the DHCP tree The scope is not yet active and does not assign IP Addresses Highlight the newly created scope and select Action gt Properties from the menu Under Lease duration for DHCP clients select Unlimited and then click the OK button CAUTION IP Address leases are kept active for varying periods of time To avoid having calls terminated suddenly make the lease duration unlimited 60 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration Adding DHCP Options Use the following procedure to add DHCP options to the scope you created in the previous procedure 1 On the DHCP window right click the Scope Options folder under the scope you created in the last procedure A drop
129. rces annels annels Ports ations runks Trunks Trunks 100 Or o o o SS NOHROOCJCOoOOoOo Oo o P USI OH WO oo UU PR OOOODVvOOOoOOoO age 2 of x NOTE You must logoff login to effect the permission changes Issue 1 January 2008 105 Sample Station Forms and Other Screens Figure 18 System Parameters Customer Options Optional Features screen display system parameters customer options OPTIONAL E EATUR ES Abbreviated Dialing Enhanced List Access Security Gateway ASG Analog Trunk Incoming Call ID A D Grp Sys List Dialing Start at 01 Answer Supervision by Call Classifier ARS ARS AAR Partitioning ARS AAR Dialing without FAC ASAI ASAI Async Async Transfer Link Core Capabilities Link Plus Capabilities Transfer Mode ATM PNC Mode ATM Trunking ATM WAN Spare Processor page 3 of x Audible Message Waiting Authorization Codes CAS Branch CAS Main Change COR by FAC Computer Telephony Adjunct Links Cvg Of Calls Redirected Off net DCS Basic DCS Call Coverage DCS with Rerouting Plan Modification DS1 MSP Digital Loss ATMS DS1 Echo Cancellation Attendant Vectoring Figure 19 System Parameters Customer Options Optional Features screen display system parameters customer options Page 4 of x OPTIONAL FEATURES Emergency Access to Attenda
130. ribes how to verify that the 96XXOPTIONSs are correctly configured for the Windows NT 4 0 DHCP server Note Although this configuration represents that for Avaya Agent Deskphone 16CC telephones the label 9EXXOPTIONS or 46XXOPTIONS is suggested This allows shared use for 4600 Series IP Telephones 9600 Series IP Telephones SIP and H 323 and Avaya Agent Deskphone 16CC telephones Verify the Default Option 242 96XXOPTION 1 Select Start gt Programs gt Admin Tools gt DHCP Manager 2 Expand Local Machine in the DHCP servers window by double clicking until the sign changes to a sign In the DHCP servers frame click the scope for the IP telephone Select Defaults from the DHCP_Options menu In the Option Name pull down list select 242 96XXOPTION Verify that the Value String box contains the correct string from DHCP Server Administration O oa A O If not update the string and click the OK button twice Verify the Scope Option 242 96XXOPTION 1 Select Scope under DHCP OPTIONS 2 In the Active Options scroll list click 242 96XXOPTION 3 Click the Value button 4 Verify that the Value String box contains the correct string from DHCP Generic Setup on page 52 If not update the string and click the OK button 58 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration Verify the Global Option 242 96XXOPTION 1 2 3 Select Global under DHCP OPTIONS In the Active Opt
131. rt of an existing installation this information is already stored on the telephone but the user might have to confirm the information The telephone and SES and SES and CM exchange more messaging The expected result is that the telephone is appropriately registered and CM call server data such as feature button assignments are downloaded For more information about the installation process see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide Error Conditions Assuming proper administration most of the problems reported by telephone users are likely to be LAN based Quality of Service server administration and other issues can impact user perception of telephone performance The Avaya Agent Deskphone 16CC Installation and Maintenance Guide covers possible operational problems that might be encountered after successful 16CC installation The User Guide contains guidance for users having problems with specific IP telephone applications Issue 1 January 2008 21 Administration Overview and Reguirements 22 Avaya Agent Deskphone 16CC Administrator Guide Chapter 3 Network Reguirements Network Assessment Perform a network assessment to ensure that the network will have the capacity for the expected data and voice traffic and that it can support for all applications e SIP e DHCP e HTTP HTTPS and e Jitter buffers Also QoS support is required to run VoIP on your configuration For more information see Appe
132. s continued Parameter Name Default Value Description and Value Range ICMPRED INTER_DIGIT_TIMEOUT IPADD L2Q L2QAUD L2QSIG L2QVLAN LANGOSTAT 0 0 0 0 0 Controls whether ICMP Redirect messages will be processed Values are 0 Redirect messages will neither be transmitted nor received Redirect messages will be supported 1 Redirect messages will not be transmitted but received Redirect messages will be supported per RFC 1122 This is the timeout that takes place when user stops inputting digits The timeout is treated as digit collection completion and when it occurs the application sends out an invite Range in seconds of 1 to 10 IP Address of the telephone Range is 7 to 15 ASCII characters less than the default string length defining one IP Address in dotted decimal format Requests 802 1Q tagging mode auto on off Values are 0 auto 1 on 2 off Layer 2 audio priority value Range from 0 to 7 Layer 2 signaling priority value Range from 0 to 7 802 10 VLAN Identifier 0 to 4094 Null is not a valid value and the value cannot contain spaces This parameter is preserved in RAM which survives reset and stored to flash as L2OVLAN INIT only upon successful registration This value is initialized from L2QVLAN_INIT after power up This value will not be initialized from L2QVLAN_INIT after reset but can be modified using the ADDR craft procedure This flag defines whether or no
133. s G711U capability in an outbound INVITE request and accepts G711U when received in an incoming INVITE request Values are O disabled 1 enabled 30f 13 72 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range ENABLE G726 ENABLE G729 ENABLE_MODIFY_ CONTACTS ENABLE MULTIPLE _ CONTACTS_WARNING ENABLE_REDIAL ENABLE_REDIAL_LIST ENHDIALSTAT FAILED SESSION REMOVAL_TIMER 0 30 Enable or disable G726 capability of the telephone If the parameter is set to 1 the telephone includes G726 capability in an outbound INVITE request and accepts G726 when received in an incoming INVITE request Values are O disabled off 1 enabled on Enable or disable G729A codec capability of the phone Values are 0 G729A disabled 1 The phone includes G729 A without Annex B support capability in an outbound INVITE request and accepts G729 when received in an incoming INVITE request 2 The phone includes G729 A with Annex B support capability in an outbound INVITE request and accepts G729 when received in an incoming INVITE request Enable or disable the ability to modify contacts if the Contact application is enabled Values are O disabled 1 enabled Activate deactivate multiple contacts warning Depending on curr
134. s port of the switch But some switches do not understand a VLAN ID of zero and require frames tagged with a non zero VLAN ID If you do not want the default VLAN to be used for voice traffic e Ensure that the switch configuration lets frames tagged by the 16CC telephone through without overwriting or removing them e Setthe system value L2QVLAN to the VLAN ID appropriate for your voice LAN Another system value you can administer is VLANTEST VLANTEST defines the number of seconds the telephone waits for a DHCPOFFER message when using a non zero VLAN ID The VLANTEST default is 60 seconds Using VLANTEST ensures that the telephone returns to the default VLAN if an invalid VLAN ID is administered or if the phone moves to a port where the L2QVLAN value is invalid The default value is long allowing for the scenario that a major power interruption is causing the phones to restart Always allow time for network routers the DHCP servers etc to be returned to service lf the telephone restarts for any reason and the VLANTEST time limit expires the telephone assumes the administered VLAN ID is invalid The telephone then initiates registration with the default VLAN ID Setting VLANTEST to 0 has the special meaning of telling the phone to use a non zero VLAN indefinitely to attempt DHCP In other words the telephone does not return to the default VLAN Note If the telephone returns to the default VLAN but must be put back on the L2Q
135. skphone 16CC Administrator Guide Reguired Network Information Network Time Protocol NTP Server SIP telephones require NTP server support to set the time and date used in system log time stamps and other time date functions The NTP server is typically needed by one or more servers within the enterprise Administration of the NTP server is beyond the scope of this document Required Network Information Before you administer DHCP and HTTP HTTPS as applicable complete the information in Table 3 If you have more than one router HTTP TLS server and subnetwork mask in your configuration complete Table 3 for each DHCP server The Avaya Agent Deskphone 16CC telephones support specifying a list of IP Addresses for a gateway router and the HTTP HTTPS server Each list can contain up to 255 total ASCII characters with IP Addresses separated by commas with no intervening spaces Depending on the specific DHCP application only 127 characters might be supported When specifying IP Addresses for the file server use either dotted decimal format XXX XXX XXX XXX or DNS names If you use DNS the system value DOMAIN is appended to the IP Addresses you specify If DOMAIN is null the DNS names must be fully gualified in accordance with IETF RFCs 1034 and 1035 For more information about DNS see DHCP Generic Setup on page 52 and DNS Addressing on page 86 Table 3 Reguired Network Information Before Installation Per DHCP Serv
136. stem Parameters Customizeable 70 T Tagging and VLAN administering 15 TCP UDP Port Utilization aaa aaa 28 Telephone Administration 15 38 Telephone and File Server initialization 20 Telephone and SES Server initialization 21 Telephone Initialization Process 20 Telephone Options Administering 69 Telephone to Network initialization 20 Terms Glossary of 2 95 Tones Agent Confirmation 90 Trunk Group screen page 1 113 Trunk Group screen page 2 113 Trunk Group screen page3 113 Trunk Group screen page 4 114 U UDP Port Selection 36 UDP TCP Port Utilization 28 Upgrade Script and Binary File Choosing the Right 64 Upgrade Script File aaa 64 65 V VLAN Considerations 82 VLAN Default Value 84 VLAN Detection 83 VLAN Separation 84 VLAN Separation Rules 85 VLAN Tagging ae 83 Voice Mail Integration 37 Issue 1 January 2008 Index 117 Index 118 Avaya Agent Deskphone 16CC Administrator Guide
137. strative Process an 16 Administrative Checklist 17 Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Environment 19 Telephone Initialization Process 20 Step 1 Telephone to Network 20 Step2 DHCPServertoTelephone 20 Step3 TelephoneandFileServer 20 Step4 TelephoneandtheSESServer 21 AHAA ee EE AANA IAA 21 Chapter3 NetworkReguirements 23 Network Assessment 23 HardwareReguirements 23 Server Requirements AI IIIA IAA EA IIIA 24 DHCP TIA 24 ATTPATTOS SO 66 66 IAA IAEA EUR EKA 24 NetworkTimeProtocol NTP Server 25 Required Network Information 25 OtherNetworkConsiderations 26 SNMP irradia Ada 26 Registration and Authentication 26 Reliability and Performance 26 A ha bab eh DR SHS DES au 27 IEEE 8021D And 802 10 o o cece ew ode Bees a ma 27 Network Audio GualityDisplay 27 TCPUDP Port Utilizalio iris can AAA 28 A II 31 Registration and Authentication 31 Issue 1 January 2008 3 Contents SUS ss ssr esea 2s CSCS Sw es See EHEC eed SSS Chapter 4 Communication Mana
138. system TCP IP stack when TCP keep alive is enabled with specified time intervals Values are 5 60 seconds Indicates whether TCP IP keep alive should be enabled at the system Values are O TCP keep alive disabled 1 TCP keep alive enabled This time interval is the time Avaya Agent Deskphone 16CC telephones will wait before sending out a TCP keep alive message TCP ACK message to the far end The time is controlled by the system s TCP IP stack The timer is restarted after application level data for example a SIP message is sent over the socket When the system is idle this keep alive time expires and results in sending a TCP ACK keep alive packet Valid values are 10 3600 seconds Display time according to defined format in the top line and in the call log Values are O am pm format 1 24h format Path name for https downloads Character string of 0 to 127 characters representing a directory name or path to directory Destination TCP port used for requests to https server during initialization Values 0 65535 File names of certificates to be used for authentication List of file names separated by commas 0 to 1024 characters Flag that indicates whether a directional attributes or 0 0 0 0 IP Address is used in the SDP to signal hold operation O use a directional attributes 1 use quad zeros 12 of 13 Issue 1 January 2008 81 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Custo
139. t be appropriately converted and configured Avaya Agent Deskphone 16CC telephones ship from the factory with SIP signaling requiring no subsequent conversion Avaya Communication Manager Release 16CC telephones are supported only by Communication Manager Release 5 0 and greater Communication Manager Release 3 0 and up supports 9600 Series IP Telephones H 323 SIP telephones use Avaya OPS Outboard Proxy SIP features on the trunk side of Avaya Communication Manager whereas the H 323 IP telephones are supported on the line side of the Communication Manager Required Servers Avaya Agent Deskphone 16CC telephones use two additional servers that H 323 telephones do not SIP Proxy server provided by the SIP Enablement Services SES software and Network Time server which controls time related parameters These servers are not necessarily separate hardware units Features amp Functions supported by H 323 9600 Series IP Telephones Not Supported by SIP This first release of the Avaya Agent Deskphone 16CC does not support the following non call center related features Link Layer Discovery Protocol LLDP GigE Gigabit Ethernet Calltype Digit Conversion IEEE 802 1X Remote Ping amp Trace Route Web browser SBM24 Expansion Modules 8 Avaya Agent Deskphone 16CC Administrator Guide Issue Date Backup Restore H 323 call center telephones use HTTP to store backup files Avaya Agent Deskphone 16C
140. t the built in English is offered to the user as a Selectable item in the language selection UI menu At least one other language file must be downloaded before not offering built in English Values are O not offered 1 selectable 6 of 13 Issue 1 January 2008 75 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range LANGUAGES LOCAL LOG LEVEL LOG CATEGORY LOGSRVR Nal Null List of links to language files to be downloaded Substrings are delimited by commas Maximum length is 1023 characters Each substring must follow one of the these naming rules Substring is identical to a file name without any prefix specifying the path or server The files are downloaded from the same source as the settings file s Substring may provide a prefix to the file name which specifies the relative path for next higher directory level from the directory to which the settings file s has been downloaded to the directory the language file will be downloaded Substring specifies the completed URL to the language file including protocol identifier http or https server and path Numerical code of severity level Store entries to the local event log if event occurs with a severity level whose numerical code is equal to or less than the LOCAL_LOG_LEVEL value Values are 0
141. that there is adequate technical support available for servers used with any Avaya telephone system If the servers are not functioning correctly the telephones might not operate correctly Issue 1 January 2008 7 Introduction Major Differences Between Avaya Agent Deskphone 16CC and H 323 Telephones in a Call Center Review this section if your administrative environment includes both SIP and H 323 signaling protocol telephones in your call center In this section the phrase Avaya SIP IP telephone is used interchangeably with Avaya Agent Deskphone 16CC General IP Telephony Two major protocols handle Voice over IP VoIP signaling Session Initiation Protocol SIP and H 323 The two protocols provide connection control and call progress signaling but in very different ways These protocols can be used simultaneously over the same network but in general no endpoint supports both protocols at the same time Neither protocol is necessarily superior but each offers some unique advantages SIP telephones for example do not require centralized call servers and can route telephone calls when a URL identifies the destination H 323 telephones leverage the call server s presence into the potential availability of hundreds of telephone related features that a standalone SIP telephone cannot provide Signaling H 323 call center telephones ship from the factory with H 323 signaling To use the SIP protocol applicable H 323 telephones mus
142. the Ethernet line interface will only be forwarded to the telephone if the VLAN ID equals the VLAN ID used by the telephone Untagged frames will continue to be forwarded or not forwarded as determined by the Ethernet switch forwarding logic Tagged frames with a VLAN ID of zero priority tagged frames will either be forwarded to the secondary Ethernet interface or the telephone as determined by the forwarding logic of the Ethernet switch preferred or dropped Issue 1 January 2008 85 Administering Telephone Options DNS Addressing The 16CC supports DNS addresses and dotted decimal addresses The telephone attempts to resolve a non ASCll encoded dotted decimal IP Address by checking the contents of DHCP Option 6 See DHCP Generic Setup on page 52 for information At least one address in Option 6 must be a valid non zero dotted decimal address otherwise DNS fails The text string for the DOMAIN system parameter Option 15 Table 9 is appended to the address es in Option 6 before the telephone attempts DNS address resolution If Option 6 contains a list of DNS addresses those addresses are queried in the order given if no response is received from previous addresses on the list As an alternative to administering DNS by DHCP you can specify the DNS server and or Domain name in the HTTP script file But first SET the DNSSRVR and DOMAIN values so you can use those names later in the script Note Administer Options 6 and
143. the session line appearance is removed and the re order tone stops 4 of 13 Issue 1 January 2008 73 Administering Telephone Options Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Parameter Name Default Value Description and Value Range G726 PAYLOAD TYPE GMTOFFSET GROUP HEADSYS HTTPDIR HTTPEXCEPTION DOMAINS HTTPPORT HTTPPROXY HTTPSRVR ICMPDU 110 0 00 Null Null 80 Null 0 0 0 0 RTP dynamic payload used for G 726 Range is 96 to 127 Offset used to calculate time from GMT reference time Default string length positive or negative number of hours and minutes less than 13 hours Specific user group as tested in configuration files Valid values are 0 to 999 Headset operational mode One ASCII numeric digit Valid values are 0 or 2 General Operation where a disconnect message returns the telephone to an idle state 1 or 3 Call Center Operation where a disconnect message does not change the state of the telephone HTTP server directory path The path name prepended to all file names used in HTTP and HTTPS get operations during initialization Value 0 127 ASCII characters no spaces Null is a valid value Leading or trailing slashes are not required The command syntax is GET HTTPDIR myhttpdir where myhttpdir is your HTTP server path HTTPDIR is the path for all HTTP operations Domains to be excluded fo
144. tings Many of the user settings parameters are backed up to and restored from the Personal Profile Manager PPM within SIP Enablement Services SES The following table shows the user parameters and the PPM methods used for the parameter The getPPM method restores the parameter from the PPM to the phone The setPPM method stores the parameter from the phone to the PPM Parameter Set Get PPM Method amp Parameter AGCHEAD DeviceData AgcForHeadset AUDIOPATH DeviceData DefaultAudioPath CALL_LOG_ACTIVE CALL_LOG_BRIDGED CLICKS CURRENT_LOGO ERRORTONE LANGUAGE FILE IN USE PERSONALRING PHNSCRONCALL PHNSCRONALERT PHNTIMERS PHNREDIAL PHNVISUALALERT RingerVolume ReceiverVolume TIMEFORMAT USER LANGUAGE CHOICE DeviceData CallHistoryActivated DeviceData CallHistoryLoggingBridgedCalls DeviceData ButtonClicksEnabled DeviceData CurrentLogo DeviceData ErrortoneEnabled DeviceData LanguageFilelnUse VolumeSettings RingerCadence DeviceData ShowPhoneScreenOnCall DeviceData ShowPhoneScreenOnAlert DeviceData DisplayCallTimers DeviceData EffectOfRedialButton DeviceData UseVisualAlerting VolumeSettings RingerVolume VolumeSettings ReceiverVolume DeviceData TimeFormat DeviceData UserPreferredLanguage For Contact list backup restore the telephone uses the getContactList method request to retrieve the user s contact list from PPM This request is issued during PPM Synchronization as specifi
145. up or VDN For more information see Table 9 Issue 1 January 2008 37 Communication Manager Administration Call Transfer Considerations Unlike 9600 H 323 IP Telephones the 16CC transfer operation is controlled locally by the telephone and is not affected by the settings Abort Transfer Transfer Upon Hang up and Toggle Swap on page 7 of the system parameters features screen Conferencing Call Considerations Unlike 9600 H 323 IP Telephones the 16CC conference operation is controlled locally by the phone and is not affected by the settings Abort Conference Upon Hang up No Dial Tone Conferencing Select Line Conferencing and Toggle Swap on page 7 of the system parameters features screen Telephone Administration Table 5 summarizes the calling features available on Avaya Agent Deskphone 16CC telephones Some features are supported locally at the telephone while others are only available with Avaya SIP Enablement Services and Communication Manager with OPS The features shown in Table 5 can be invoked at the phone either directly or by selecting a CM provisioned feature button Communication Manager automatically handles many other standard calling features via OPS such as call coverage trunk selection using Automatic Alternate Routing AAR or Automatic Route Selection ARS Class Of Service Class Of Restriction COS COR and voice messaging Details on feature operation and administration can be found in the Avaya Extension
146. uttons to be supported for this telephone To support certain transfer and conference scenarios the minimum number of call appr buttons should be 3 Call Forwarding all call fwd Leave the Ext field blank as the telephone Extn does not support 3rd party call forwarding Call Forwarding busy cfwd bsyda Leave the Ext field blank as the telephone don t answer does not support 3rd party call forwarding Call Park call park Call Pickup call pkup CPN Block cpn blk CPN Unblock cpn unblk Directed Call Pickup dir pkup Priority Call priority Send All Calls Leave the Ext field blank as the telephone does not support 3rd party send all calls Whisper Page This feature cannot be activated when an agent is logged in Issue 1 January 2008 45 Communication Manager Administration The following features are administered in an SES configuration file not through CM e Call Unpark e Extended Call Pickup e Transfer to Voicemail For additional information about administering Avaya Communication Manager for Avaya Agent Deskphone 16CC telephones see the following Avaya documents available on the Avaya Support Web site e Administrator Guide for Avaya Communication Manager Document 03 300509 e Feature Description and Implementation for Avaya Communication Manager Document 555 245 770 e Getting Started with Avaya Call Center 5 0 and Avaya Agent Deskphone 16CC Document Number 129214 46 Avaya Agent Deskphone 16CC
147. w nominal 2 9dB below nominal 3 15dB below nominal 4 30dB below nominal essentially no sidetone 5 10dB above nominal Authentication flag for settings file download Values are O secure setting file download is not required 1 secure setting file download is required Number of minutes without display activity to wait before turning off the backlight Values range from zero never turn off through 999 minutes 16 65 hours Address of Avaya configuration server When used this parameter is set to the PPM server address Format is dotted decimal or DNS format separated by commas with no spaces 0 255 ASCII characters including commas optionally followed by a colon and port number Country of operation for specific dial tone generation This parameter also controls network progress tones Formatting string defining how to display the date in the top line and the call log Controls daylight saving setting Values are O daylight saving time is deactivated no offset to local time 1 daylight saving time is activated offset to local time as configured in DSTOFFSET 2 the device switches automatically to daylight saving time and back according to the contents of DSTSTART and DSTSTOP 1 of 13 70 Avaya Agent Deskphone 16CC Administrator Guide Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9 Avaya Agent Deskphone 16CC Customizeable System Parameters continued Par
148. y server name and HTTP server name must each be no more than 32 characters in length Examples of good DNS administration include Option 6 aaa aaa aaa aaa Option 15 dnsexample yourco com zzz zzz zzz 222 Option 42 aaa aaa aaa aaa Depending on the DHCP application you choose be aware that the application most likely does not immediately recycle expired DHCP leases An expired lease might remain reserved for the original client a day or more For example Windows NT DHCP reserves expired leases for about one day This reservation period protects a lease for a short time If the client and the DHCP server are in two different time zones the clocks of the computers are not in sync or the client is not on the network when the lease expires there is time to correct the situation The following example shows the implication of having a reservation period Assume two IP Addresses therefore two possible DHCP leases Assume three IP telephones two of which are using the two available IP Addresses When the lease for the first two telephones expires the third telephone cannot get a lease until the reservation period expires Even if the other two telephones are removed from the network the third telephone remains without a lease until the reservation period expires 54 Avaya Agent Deskphone 16CC Administrator Guide DHCP Server Administration In Table 8 the Avaya Agent Deskphone 16CC telephone sets the system values to the

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