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01 Overview
Module 01
Course Overview and Objectives
Workshop Objectives
Identify the major differences between the IP Office and BCM product
lines.
Identify configuration settings using the IP Office Manager.
Configure common features for Users.
Explain different analysis and monitoring methods using System
Status Application and System Monitor.
Describe the VoIP functionality of the IP Office architecture.
Summarize the purpose and use of various IP Office applications.
Schedule
– 1 Overview
> 1 – 1 Course Overview and Objectives
> 1 – 2 Avaya IP Office vs. BCM
> 1 – 3 IP Office Architecture Overview
> 1 – 4 IP Office Hardware Overview
> 1 – 5 IP Office Software Overview
> 1 – 6 Managing the IP Office
> 1 – 7 Terminology and Feature Differences
– 2 System Design
> 2 – 1 Analyzing New Customer Requirements
> 2 – 2 Hardware Design
> 2 – 3 Software and Licensing
> 2 – 4 Networking and SCN
Course Schedule
Schedule
– 4 Voicemail Pro
> 4 – 1 Voicemail Pro Architecture Overview
> 4 – 2 Voicemail Pro Software Installation
> 4 – 3 Voicemail Pro Customization
> 4 – 4 Call Flows and Auto Attendants
> 4 – 5 UMS
– 5 Advanced Applications
> 5 – 1 Contact Store
> 5 – 2 oneX Portal
> 5 – 3 CCR
Additional Information
– http://support.avaya.com
– http://marketingtools.avaya.com/knowledgebase
Module 02
Avaya IP Office vs. BCM
BRI stations 16 16
Parameter BCM450 Rls. 1.0 and above without CEC BCM450 Rls. 1.0 and above with CEC
FAX Ports 4 8
T1 Digital Interfaces 8 6
E1 Digital Interfaces 8 6
Digital Trunk Channels 192 (T1) / 240 (E1) 144 (T1) / 180 (E1)
Data Channels 48 44
Total Conferencing Ports, including 128 (Max 64 parties per conference) 128 (Max 64 parties per conference)
Ad-hoc (shared with Meet-me
Conferencing)
Meet-Me Conferencing Ports 128 (Max 64 parties per conference) 128 (Max 64 parties per conference)
LAN Interfaces 2 2
CCR Supervisors 30 30
Ext. Music
Power Supply Status LAN Reset
Slots for -on-Hold
Socket LED‘s Ports SD-Card
SD-Cards Input Expansion
System
Ext.Output Ports
RS232
Switch
DTE Port
© 2009 Avaya Inc. All rights reserved. 15
2- The IP Office can support the maximum extensions for any terminal type. 384 Digital/Analog/IP
extensions.
3- The IP Office expansion cards/modules terminate directly to RJ11/RJ45 jacks. Eliminating the need to
patch to a 66 block.
5- No license necessary for basic system functionality. The IP Office will work out of the box with no license.
6- Full telephony feature set available with no extra licensing (External applications require licenses).
7- Non Linux server based control unit. No hard drive or fans to fail.
8- Separation of users and extensions allows for users to login to any terminal type. i.e. A user with a digital
base station can login to an analog or IP station on the SCN.
9- Hot-Desking feature eliminates the mobility advantages of IP terminals with lower cost and easier
maintenance.
10- Small community networking feature easily networks 1000 users over 32 sites.
01 Overview
Module 03
IP Office Architecture Overview
Remote IP Offices
Cell IP DECT
PSTN phones
WAN
LAN
IP Office
VoiceMail
Pro Customer Call
Server Reporter
One-X Portal
PSTN
WAN
Contact
Store
LAN
IP Office
Email
IP Office Server
Manager
©2010. All rights reserved.
VCM
Digital/Analog
VCM
Digital
IP
VCM
Voicemail Pro
VCM
Voicemail Pro
Analog/PRI
Digital/Analog
VCM
PSTN
Analog/PRI
IP
VCM
PSTN
SIP
IP
VCM
PSTN
SIP
Digital/Analog
VCM
PSTN
Digital/Analog IP
Checkpoint / Questions ?
Module 04
IP Office Hardware Overview
Reset
Power Supply Status LED‘s Ext. output RS232 SD-Card
Socket Slots for switch DTE port System
Ext. Music LAN Expansion
SD-Cards -on-hold input Ports ports
©2010. All rights reserved.
Base Card for Base Card Unit for 4-Port Expansion Card
DS Terminals Analog Telephones
Combines digital extensions (DS), analogue extensions (POTS), trunk ports (Analogue or
BRI) and VCM channels.
Analogue trunk variant: 6 DS, 2 POTS, 4 Analogue trunk, 10 VCM
BRI trunk variant: 6 DS, 2 POTS, 4 BRI, 10 VCM
Maximum two per IP500v2
Not supported in IP Office 500
Daughter cards for line connection are seated on the IP Office 500 Version 2 plug-in base
cards.
Line Connections
(Trunks)
Eight
Analog, ISDN BRI
Terminals
or PRI
SD Card Slots
System SD slot Optional SD slot
The SD card that is present in the System
SD card slot will have a unique Feature Key Optional SD Card
number, the same as the Smart The SD card that is present in the
Card in the IP Office 500, and will be used to Optional SD card slot will:
Validate licenses Provide an upgrade mechanism
Set companding law Backup medium for the System
Determines the system default operating SD card.
mode: IP Office or IP Office Essential
Edition PARTNER® Version
LOCK
System configuration System SD
IPO MU-LAW PCS0X
FK 1234567890
Endpoint firmware
Embedded voicemail
©2010. All rights reserved.
If the number of ports available in the control unit through the base cards is not enough,
expansion modules can be added to the system.
The IP Office 500 Version 2 system, supports a maximum of 12 expansion modules (With
the addition of the 4 port expansion card).
IP Office expansion modules provide additional connections for digital (DS) or analog
telephones as well as analog lines.
8 expansion modules are connected to the control unit on the back of the device. 4 more
expansion modules can be connected to a 4 Port Expansion Card in slot 4 of the
IP500V2 control unit.
HISTORY
The following slides will go through some
of the previous IP Office control units
With IP Office 500, the system and application licensing are validated against a smart card.
As an option, it is possible to use a flash card to utilize Embedded VoiceMail.
IP Office 412
Connection for up to 12 expansion modules
Maximum of 60 simultaneous VOIP connections
2 dedicated layer 3 switch ports
IP400 Office
Voice Compression
Module 4/8/16/24
IP Office 406V2
Memory Card
External
Up to 12 expansion modules
The expansion modules are connected to the control unit at the rear of the device.
When connecting, always connect the expansion module to the power first. The control
unit will be supplied last with the supply voltage. Due to an internal delay circuit in the
control unit, all units can also be connected via a power strip.
The IP400 Office So8 Module includes 8 So-bus interfaces for basic port ISDN
devices.
The IP400 Office So8 Expansion Module supports point-to-point and point-to
multipoint connections. A maximum of 10 TEIs (terminal IDs) is supported.
Daughter cards for line connection are slotted into the IP Office 500 Version 2 plug-in base
cards.
Line Connections
Eight (Trunks) Analog,
Terminals ISDN BRI or PRI
Note
The POTS ports can be used as a Loudspeaker
Paging port. Port 8 can also act as a Power Fail
port if an ATM4 daughter card is fitted
Initially the Combination card will not be sold on its own, but only in bundles with an appropriate
trunk card pre-fitted.
In the first release only the ATM4 and BRI4 trunk cards will be supported. The combination card
with ATM4 will be available globally, the combination card with the BRI4 will be available in
APAC and EMEA.
The card will be prevented from running if a trunk card is not fitted. The absence of a trunk
daughter card and consequent disabling of the Combination card will be highlighted by a
warning in Manager and SSA and an LED error indication on the card.
This base card permits installation of trunk cards from the 400-series (especially PRI)
into the IP Office 500 (2x) control unit. Up to 2 Legacy Card Carrier cards are supported in
an
IP Office 500 (2x) control unit.
The 1400 series telephones for IP Office are the new line of digital telephones that
will eventually replace the 5400 and 2400 series telephones and are very similar in
appearance and function to the 1600 IP telephones. The 1400 series telephones
will also be supported on the ACM/I55 platforms. These phones will work in
Essential Edition and Essential Edition - PARTNER Version modes.>
The 1400 series telephones being introduced with IP Office Release 6.0 are:
1403
1408
1416
DBM32 (only supported with the 1416)*
Note: The 1416 telephones will support the connection of up to 3 BM32 modules. Power
must be supplied to the telephone using an inline power module such as the 1151C or
equivalent. The BM32 for the 1600 telephones is identical in appearance but is not
compatible with the 1400 telephones.
Display:
IP 1603 2 rows with 16 Characters
3 softkeys
Display:
3 lines with 24
characters
IP 1608 3 softkeys
8 LED keys
(with labelling strips)
Display:
4 rows with 24 characters
IP 1616 3 softkeys
BM32
16 LED keys
(with labelling strips)
As well as DSS module support
A new range of 1600 series IP telephones (1603/08/16) will replace the current
1600 series telephones that are offered today. The main difference in these is the
introduction of a new graphical display that supports a proportional font.
These new telephones are referred to as “localized” IP telephones and the
existing 1600 series IP telephones are referred to as “Global” IP telephones.
IP Office Release 6.0 will also continue to support the existing global range of
1600 series IP phones.
Note: These phones are not supported in Essential Edition - PARTNER Version.
©2010. All rights reserved.
Note: These phones are not supported in Essential Edition - PARTNER Version.
©2010. All rights reserved.
IP Office Release 6.0 will support the following 9600 series telephones:
9620L (QVGA quality gray-scale pixel based backlit display)
9620C (¼ VGA color display)
9630G (QVGA quality gray-scale pixel based backlit display)
9640 (VGA color display)
9650 (QVGA quality gray-scale pixel based backlit display)
9650C (¼ VGA color display )
SBM24 (only supported with the 9630G/9640/9650/9650C)*
Note: The 9630G/9640/9650/9650C telephones will support the connection of up to 3
SBM24 modules.
The following 9600 series IP telephone features are not supported on IP Office:
USB
Voice activated dialing
Note: These phones are not supported in Essential Edition - PARTNER Version. They are
also not supported on the IP406v2 or IP412.
2420 / 5420
Requires an Avaya
power supply unit of the 1151 series,
also for IP telephones which already
use
power over Ethernet (PoE).
4610 IP 5620SW IP
T3 Compact T3 Classic
T3 Comfort
©2010. All rights reserved.
Checkpoint / Questions ?
Module 05
IP Office Software Overview
IP Office Manager
Monitor
SNMP MIBs
VoiceMail Pro
Customer Call Reporter
One-X Portal for IP Office
01 Overview
Module 06
Managing the IP Office
The IP Office Manager is the program used to modify the config (.cfg)
file that the IP Office uses for it’s programming
The bin files required for the upgrade are automatically found by
the Wizard in the designated working directory.
Unlike most other systems out there, you are never working on the IP Office
system’s settings in real time. You are always pulling a config from the
control unit, modifying it, then sending it back to the control unit.
01 Overview
Module 07
Terminology and Feature Differences
While the IP Office and BCM solutions share certain similarities, their
feature sets and terminology are fairly different. To take advantage of all
the features the IP Office solution has to offer, understanding how to
implement them properly is key.
One of the most noticeable differences to the end user is the operation of their
stations. In the IP Office world, a user’s programmable buttons include their call
appearances. When a call is placed or received, a call appearance is used.
Similarly, when a user transfers a call, it uses two call appearances until the
transfer is complete.
Feature Codes
Feature Description
code
F980 Express Messaging
F981 Voice Mail login
F982 Voice Mail Operator Settings
F983 Voicemail Programming
F984 Call Forward to Voice Mail
F985 Display Voice Mail DN or
skillset
F986 Transfer to mailbox
F987 Voice Mail Interrupt
F988 Voice Mail Dial by name or
directory
F989 Record call
The major difference between BCM Feature Codes and IP Office Short
Codes is the ability to customize and modify how they are used. The IP
Office has a set of default short codes. These codes can be changed to
whatever the customer requires, or left default. New short codes can be
created to facilitate the use of different system features.
Internal
Extension
Directory
User Priority
User rights
Priority
System
Certain Short Codes have priority over other Short Codes based
upon their type. Single digit Short Codes take priority over
everything in the system, including directory numbers.
© 2009 Avaya Inc. All rights reserved.
Another area where the IP Office differs from the BCM is in the use of park
zones. While the BCM has predetermined park buttons and automatically selects
the zones to put callers in, the IP Office does not. To program the park ability for
a user, either a shortcode or button must be programmed. A button is easier for
the end user to access and provides visual indication if someone is in the zone.
Usually, park zones are predetermined as per the customer’s requirements.
Park 2
Park 3
Park 1
Paul Eftang 3001
3001
A feature on the BCM that the IP Office can emulate is voice call. Since the IP
Office transfers callers a little differently than the BCM, a Dial Intercom button
can be programmed for the user to give similar functionality.
Park 2
Park 3
Dial Int
Park 1
Paul Eftang 3001
3001
Checkpoint / Questions ?
Module 1
Analyzing New Customers Requirements
One of the most critical elements in the success of an IP Office solution is the
proper analysis of the customer’s needs, and the correct solution design. If the
customer’s requirements are not known, the correct software and hardware
components cannot be planned for.
Keep in mind that different customers are going to require different solutions.
The IP Office is one of the most feature rich systems on the market. Knowing
the capabilities of the system is going to be critical to successfully gathering
the information you need to provide the best solution for your customer!
02 System Design
Module 2
Hardware Design
Once you have determined your customer requirements, the IP Office hardware
must be designed to suit the customer solution.
Hardware Design
Expansion Modules
The total amount of users needed is going to determine whether you will need
to use external expansion modules, or if internal station cards will be enough.
If more than 8 external expansion modules are needed, the 4 port expansion
card can be used to enable 4 more ports.
It is installed as a Base Card
It does not support daughter cards (Trunks)
Only one card is supported per IP Office 500v2
It must be installed in slot 4 of the Control Unit
Hardware Design
Daughter Cards
The next step would be to determine what trunking the customer needs
and design the appropriate daughter card for the trunk type.
Line Connections
Eight (Trunks) Analog,
Terminals ISDN BRI or PRI
If the installation is for a small site, a combination card might be used to give
the customer a little bit of everything in one card. Only two combination cards
are supported per IP Office.
Checkpoint / Questions ?
Module 04
Software and Licensing
Since IP Office Release 5 the licensing model has changed in order to simplify
selling, buying, learning and using IP Office. Additionally, the Professional
License has been removed and the number of Voice Networking licenses reduced
from 3 to 1.
Since Release 5, IP Office now has a
simple 3 step user-centric model:
1. IP Office system platform and
phones
3. 2. System Edition Licenses
3. User productivity licenses
2.
1.
IP Office 500
System SD
IPO MU-LAW PCS0X
700XXXXXX
FK 1234567890
Note
Contact Store can still be purchased as a standalone licence - e.g. for remote nodes in the SCN
Note
User licenses travel with
them over the SCN.
Checkpoint / Questions ?
Module 05
Networking and SCN
SCN
Phoenix Houston
192.168.10.1 192.168.20.1
SCN
Phoenix Houston
Extn 1001-1999 Extn 2001-2999
Up until release 4.2, a star or serial network topology was the only
supported networking design.
¾ You can now connect IP Office systems together in meshes, so that there is
not a single system at the centre of a star. This makes calls across the
network faster to establish, and SCN will continue to operate if the central
system is inaccessible.
¾ You can connect your IP Office systems together any way you like.
© 2009 Avaya Inc. All rights reserved.
In an SCN, one IP Office can be assigned to backup another adjacent system. The backup kicks in
when the failed system has been down for about 3 minutes, and there is corroborating evidence that
the Primary is inaccessible.
The backup will only work if it remains up while the failed system is down. It will not continue to act as
backup if it is reset. It will not work over a power failure where both systems fail and only the backup
recovers.
© 2009 Avaya Inc. All rights reserved.
DHCP Request?
Manager
(TFTP server)
DHCP Server
LAN 46xxupgrade.scr
46xxsettings.txt
Manager
Gatekeeper (TFTP server)
For IP Office 4.2 or later running on an IP500 IP Office system, the full capacity of
up to 272 extensions is supported using the IP Office for DHCP.
© 2009 Avaya Inc. All rights reserved.
4600 and 5600 Series H.323 IP phones use DHCP option 176
1600 and 9600 Series H.323 IP phones use DHCP option 242
Checkpoint / Questions ?