IP Office Technical Bulletin

Transcription

1 IP Office Technical Bulletin Bulletin no: 001 Date: General Availability (GA) of IP Office Avaya is delighted to announce the launch and availability of IP Office in selected countries. IP Office is Avaya s newest Small Medium Enterprise (SME) solution designed as a global solution for customers with up to 180 extensions. Further details can be found in the following document: IP Office Product Description Document Product Overview The Avaya IP Office Family is the latest advancement in converged voice and data technology from Avaya Communications. IP Office combines high-end voice and data applications easy to use allowing the smallest of businesses to deliver cutting edge customer service. 1.1 Voice Communication Solution IP Office offers full voice functionality with a comprehensive list of features and benefits for the small or mid-size business, including: Full PBX features Caller ID, Call Forwarding, Conference Calling, Voice Messaging, and more. Full Key System features Busy Lamp Fields (BLF) that notify attendants and fellow workers of each employee s phone status; Flexible Paging that allows attendants and employees to intercom the entire office or select groups; and Soft Interfaces that reflect the particular features of the incoming caller s system. A variety of network trunk interfaces, including E1, ISDN-PRI. Support for a range of extensions, from 2 to 180. A variety of telephones including analogue, digital, DECT, IP hard and soft phones. Advanced Call Distribution (ACD) incoming calls are directed to the best available person or messaging service, according to the company s unique criteria. Alternate Call Routing ensures reliable handling of calls by selecting from digital or VOIP trunks. Q.Sig Networking standards-based multi-site networking to inter operate with other PBX s. Page 1 of 15

2 1.2 Converged Voice Communications Solution For converged communications, the IP Office acts as an IP telephony server: Integrated H.323 Gatekeeper and Gateway. Quality of Service (QoS) support through DiffServ (for routing). For other QoS capability, please refer to the documentation associated with the Avaya Cajun LAN switch or equivalent layer 3 switch. 1.3 Data Communication Solution For offices with basic data networking needs, IP Office can provide a complete data communications and networking solution: Internet Access Firewall-protected, lease line or ISDN dial-up. Routing Internet or Branch to Branch based routing. Security Built in Firewall and NAT (Network Address Translation). DHCP for IP address sharing for locally attached PCs. Remote Access Serve(RAS) optional two channel, V.90 modem for access to local LAN servers via modems, terminal adapters, routers, or WAP-enabled mobile phones: individual firewall security, access control per user, and standards-based security enable remote workers and remote access to IP Office system management. LAN Hubswitch IP Office either offers a hub to connect up to 8 PC s to each other and/or other services to a LAN switch to offer 2 separate LAN ports. LDAP client support for standards-based directory support. Converged Networks Complimentary to the Avaya Cajun family of network switches, and VPNet portfolio for powerful converged networks. 1.4 Applications Platform IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full compliment of sophisticated applications, including: Voic Incoming callers never reach an empty office. With Call Forwarding, Dial-by-Directory, the ability to retrieve phone messages via the PC Soft Phone, and more Auto-Attendant Simplify service for customers with this easy-to-use graphical interface; the ability to construct customised automated services means callers can efficiently navigate the system, and reach the right person, without the assistance of an operator Integrated Messaging (Unified Messaging) Voice messages can be automatically forwarded to an address, and the voice mail storage can be synchronised with any MAPI (e.g., Microsoft Exchange) compliant server e-console Graphical User Interface (GUI) for attendants via a PC-based console; an easy way to learn and use sophisticated tools in a comfortable environment. Page 2 of 15

3 1.4.5 Phone Manager A powerful desktop application for the IP Office, available in Lite, Professional, and IP Softphone versions to allow you to control and manage phone calls from your Windows desktop Open CTI interfaces TAPI-compliant out of the box. IP Office integrates easily with popular contact management applications such as Outlook. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit Compact Business Center Report on overall system performance and basic call center functionality for a workgroup with quality of service reports, selected group reports, simple plug-and-play installation, and more Queue Manager and Campaign Manager Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service Management Tools The full IP Office solution (phone system, router/firewall/dhcp server, Voice Mail and other applications) are easily managed through the IP Office Manager. The IP Office Manager is a Windows PC application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with either a Terminal Adaptor, Router or the optional Modem 2 package. 1.5 Scalable Platform The all-in-one IP Office Family servers, media modules and cards for connectivity and preloaded applications give small and mid-size enterprises the options they want to meet today s communications needs and plans for the future IP403 Office Supports 3 Expansion Modules providing a combination of up to 100 analogue and digital extensions, with capacity for 1 digital trunk card offering 4 BRI (8 channels) or 1 PRI (30 Channels). Features include a maximum of 10 optional voice compression channels, 8 integral dual speed LAN hub ports, and a maximum of 24 data channels. Data channels are used for Routing, RAS, Voice-over-IP and Voic applications IP406 Office Supports 6 Expansion Modules providing a combination of up to 180 analogue and digital extensions, with capacity for 2 digital trunk (up to 16 channels with BRI or 60 channels with PRI or a mix). Features include a maximum of 20 optional voice compression channels, 8 integral dual speed LAN hub ports, and a maximum of 24 data channels. Data channels are used for Routing, RAS, Voice-over-IP, and Voic applications. All IP Office models support common software, telephones, and applications. Page 3 of 15

4 1.6 Endpoint Solution Options IP Office supports multiple endpoint solutions: IP400 Office with the Integral H323 Server supports Avaya /4624 telephones, Wireless VoIP sets, PhoneManager, which can operate in CTI or IP Soft phone modes. IP400 Office Digital Terminal 16 or 30 Module supports the Avaya 20 Series telephones (not available in certain territories, check for local availability). IP400 Office Phone 8,16 or 30 Modules support standard analogue phones/faxes/ modems with support for calling line identification. IP400 Office Digital Station 16 or 30 Module supports the DEFINITY 6408D/6416D/ 6424D digital sets and the XM24 satellite. 2.0 Support IP Office has been specifically designed for the Indirect SME Market and, therefore, primarily the Value Added Reseller and Avaya Distributor who have supplied the equipment should provide technical support. Consistent with Avaya Global Services and Support Policy, we have aligned Technical Support around the following model: 2.1 Tier 1 Installation and 1 st line maintenance usually supplied by the Value Added Reseller or subcontracted to an authorised third party. 2.2 Tier 2 Office or remote (not usually field based) based expert technical support for the full range of the IP Office portfolio. This would include expertise in the IP Office product itself and the interworking environment such as converged voice and data and Microsoft. Tier 2 support would usually be from an advanced VAR or the Avaya Distributor or subcontracted to an authorised third party. 2.3 Tier 3 Avaya technical support engineers from the Global Service Organisation (GSO) supply extensive and expert technical support via telephone, and web based services. The GSO team are highly trained in all areas of the IP Office product and its working environment. The Tier 3 service will include all aspects of Post-Sales technical support but not Pre-Sales. GSO supply in region and sometimes in country support via local contact numbers. Tier 3 support is only through authorised Tier 2 Technical Support Teams that are enrolled in GSO Service Span. 2.4 Tier 4 When the GSO Tier 3 team have either replicated a field issue or made every reasonable endeavour to do so they will escalate the problem to the Global SME Solutions (GSS) Product House Tier 4 team. The Tier 4 Technical Support team have responsibility for all product related field issues and will allocate an individual support engineer to own the problem. These Tier 4 Support Engineers are expert on specific aspects of the IP Office product such as, LAN/WAN Networking, CTI, VOIP. The Tier 4 engineer will work with the relevant Research and Development Team to identify the problem, produce a resolution and introduce it to the field. The Tier 4 engineer retains ownership throughout and is responsible for regular communication to the Tier 3 team. The Tier 1 & 2 technical support requirements are detailed in the IP Office Product Authorisation document and the relevant Avaya Accreditation literature. Page 4 of 15

5 2.5 Tier 3 Support Service Issues on IP Office products referred from Tier 1 and Tier 2 will be investigated by GSO and reproduced, where possible, before escalating (if necessary) to Tier 4 Support. 2.6 Tier 3 Procedures /telephone requests for assistance are logged into a queue on a central system for tracking calls and measuring performance (Maestro) by a Tier 3 helpdesk administrator and allocated to a technical specialist. The specialists works with the BusinessPartner engineer (Tier 2) to provide advice or resolve the problem. The specialist will log all call details on Maestro as evidence of progress/activity on the call, including closure. Work-rounds to known issues will be posted on the Technical Web Zone which BusinessPartners will be expected to check regularly before contacting Tier 3 helpdesk. All Technical Support Procedures including flow charts and contact details are published separately in the GSO ServiceSpan offer. 2.7 Tier 4 Support Service Support will be provided to Tier 3 (COE) specialists on installation and maintenance of IP Office equipment and related software, peripherals and reports. Tier 4 specialists will only accept a problem which has been replicated elsewhere (or reasonable endeavour to do so) has been logged in Maestro complete with details on hardware configuration, software versions, problem description, functional expectation, database and log files. 2.8 Tier 4 Procedures contact is received into a Tier 4 queue on Maestro and allocated to Tier 4 support engineer. The engineer contacts Tier 3 interface to confirm all details of steps taken so far in diagnosing source of problem. The engineer will remain in contact with Tier 3 interface until resolution. Work-rounds to known issues will be posted on the Technical Web Zone Management Escalations If a Distributor (Tier 2) wishes to raise the profile of an existing call then they should complete the web based escalation form found in the Technical Web Zone. A problem may only be escalated if it has already been logged with the Tier 3 Helpdesk. The Tier 3 and Tier 4 Team Leaders review all management escalations. The Technical Product Manager and Tier 4 Manager will review all escalations weekly and engage commercial contacts as appropriate. Senior Management will review all management escalations bi-weekly. Any commercial issues will be dealt with by the Distributor Account Director and appropriate Distributor contact. Page 5 of 15

6 2.10 Support Calls Support can only be given on the current GA Version of IP Office software, please also ensure that all existing dem and trial units are upgraded to this software. 3.0 Merge Facilities on the IP Office The IP Office offers the facility to merge certain configuration changes without the need to reset the switch. Future release of the IP Office are planned to allow more changes to be done live. Listed below is a brief overview of the mergeable options with more detail shown on the User and Hunt Group operation. It is still advisable to check the system configuration after a merge upload to ensure that all options have merged successfully. 3.1 Configuration Tree 3.2 User Item Number Name Mergeable? 1 BOOTP N/A 2 Operator N/A 3 System 4 Line 5 Unit 6 Extension 7 User Partial 8 HuntGroups Partial 9 ShortCodes 10 Service 11 RAS 12 Incoming Call Route 13 WAN Port 14 Directory 15 TimeProfile 16 Firewall Profile 17 IPRoute 18 LeastCostRoute 19 Licence 20 AccountCode User Form Item Number Name Mergeable? User Tab 1 Name 2 Password 3 Confirm Password 4 Full Name 5 Extension 6 Locale 7 Priority Page 6 of 15

7 Voic Tab 1 Voic Code 2 Confirm Voic Code 3 Voic 4 Voic Reception 5 Voic 6 Voic On 7 Voic Help 8 Voic RingBack DND Tab 1 Configure Do t Disturb Number 2 Do t Disturb Shortcodes Tab 1 Shortcodes List SourceNumbers Tab 1 Source Numbers List Telephony Tab 1 Outside Call Sequence 2 Inside Call Sequence 3 Ring Back Sequence 4 Answer Time(secs) 5 Wrap-up Time (secs) 6 Login Code 7 Login Idle Period (secs) 8 Monitor Group 9 Call Waiting On 10 Outgoing Call Bar 11 Offhook Station 12 Can Intrude 13 Cannot be Intruded 14 Ex Directory 15 Force Login 16 Force Account Code 17 Busy On Held 18 System Phone 19 Remote Homeworker / Agent Forwarding Tab 1 Follow Me Number 2 Forward Number 3 Forward on Busy Number 4 Forward on Busy 5 Forward on Answer 6 Forward Unconditional 7 Forward Huntgroup Calls Dial In Tab 1 Dial In On 2 Dial In Time Profile 3 Dial In Firewall Profile VoiceRecording Tab 1 Record Outbound 2 Record Inbound 3 Record Time Profile Digital Telephony Tab 1 Action 2 Telephone Number Page 7 of 15

8 3.3 Hunt Group Name Mergeable? Name Extension Answer Time(secs) Overflow Time (secs) Extension List Overflow Group List Ring Mode Voic Code Confirm Password Voic Voic (Radio) Voic On Voic Help Time Profile Out Of Service Fallback Group Night Service Fallback Group Service Mode Queueing On Queueing Limit Queue Ring Time (secs) Record Outbound Record Inbound Record Time Profile 4.0 Manuals & CD s The manuals can be downloaded from the IP Office Website: The following CD s are available: IP Office Applications Part Description IP Office Voic Pro CD CD-ROM containing the Voic Pro application IP Office SDK CD CD-ROM containing the CTI Software Development Kit, including software development manuals IP Office User/Admin/Doc CD Set CD-ROM containing the required software for installation. Page 8 of 15

9 5.0 Training Authorisation To become product authorised the following is required: Service Assessment Level 1 requirements must be successfully completed or arrangements must be in place to provide Technical Assurance (outsource Installation and/or Maintenance services) through an Avaya Accredited Third Party. The Service Assessment involves a verification of our operational capability to provide customer support. Minimum of two engineers must have passed technical training course(s). Minimum of two sales persons must have passed sales training course(s). Demo equipment availability. Critical spares part stock. 5.1 IP Office Technical Training IP Office Core Platform (5 Days) N11 covers IP Office installation and programming, basic voic , Auto-attendant, IP Hardphones and Internet access to provide engineers with the foundation knowledge and skills to install and support the IP Office as a PABX. Required Prerequisites: o Telecommunications Essentials. o Working Knowledge of Microsoft Windows. o Understanding Data Networking. IP Office Voic Pro (2 Days) N21 provides engineers with the foundation knowledge and skills to install and support the IP Office Voic Pro inc. Queue Management and Campaign Manager IVR applications. Required Prerequisites: o IP Office Core Platform (N11) and its associated prerequisites. IP Office Data Components (2 Days) N12 provides engineers with the foundation knowledge and skills to install and support the IP Office as a Data platform including IP routing, firewall, WAN connectivity and IP Softphones. Required Prerequisites: o BTT IP Office Core Platform (N11) and its associated prerequisites. o TCP/IP Architecture and Routing. IP Office Compact Call Center (4 Days) N31 provides engineers with the foundation knowledge and skills to install and support the IP Office Compact Contact Centre. Required Prerequisites: o IP Office Core Platform (N11) and its associated prerequisites. Page 9 of 15

10 5.2 IP Office Sales Training IP Office sales BSP161L2 (1 day) covers: How the IP Office solution addresses major requirements in the SME environment. Components of the IP Office Solution. The IP Office solutions delivers the Applications and benefits the customers require. How and where to sell IP Office. IP Office Compact Call Center (CCC) BSP162L2 (1 day) covers: Why contact centers are such a huge business opportunity. Why Avaya is world leader in the provision of Contact centres. How IP Office addresses the SME Contact Centre market. How to sell the IP Office Contact Centre solution. For all training course registration and schedule information, please contact the local Avaya Training Coordinators at the numbers below: Asia/Pacific: EMEA: For information on Avaya course offerings please visit the training section on the Business Partner homepage at or contact the Regional Education Co-ordinators. 6.0 Known Issues and Deviations from Documentation 6.1 Translations Danish When installing DEV Link /econsole & eblf the install contains the following English text: Click Finish button to launch the software installation process Finnish When installing DEV Link /econsole & eblf the install contains the following English text: Click Finish button to launch the software installation process French When using econsole the Function Key number does not appear in the button captions. 6.2 Licence & Feature Keys Manual IP End Points Licence This licence controls the number of IP VoIP devices that can connect to the Control Unit. It is not required for Avaya 4600 series IP Phones or for IP Enable Phone Manager Pro (which is licensed separately). Page 10 of 15

11 ,2030, 2050 and 20CC Guides DSS Key Setup and Operation The operation of these keys has been changed. They cannot now be programmed with any number. The type of number set against the key is recognised and the appropriate entry in the Control Unit's 'Digital Telephony' tab is made If an extension number is entered, the DSS key provides support to dial that extension and to pickup calls ringing at that extension. The BLF lamp is used to show the status of the extension If a group number is entered, the DSS key provides support to pickup calls ringing that group. The BLF lamp is used to show calls ringing If any other number is entered, it is assumed to be a park slot number. The DSS key then provides support to pickup calls parked in that park slot. The BLF lamp indicates when a call is parked in the park slot The VOICE option on the display is only shown when working handsfree. However after selecting VOICE, the handset can be lifted to continue listening to voic messages through the handset When using call annotation 20 Series terminals will support the first 16 characters and 64 Series terminals will support the first 12 characters If no CLI is presented from an external PRI source Force Feed will only work on 20 Series Terminals if auto answer is set from External to Internal The system allows you to enter an invalid number into the Divert Field and no verification is made When using the Follow Me Here Divert the Divert icon is not set on the Terminal, however broken dial tone is heard when the receiver is lifted Multi site dial ahead is not currently supported Please ensure that all HELD calls are cleared before logging off otherwise this will result in the HELD call being lost. 6.4 Voic Pro Manual If the Server PC's User s 'Regional Setting' or the System Default Regional Setting is 'English (United States)', then during installation Voic Pro defaults to Intuity TUI mode When using the Random Voice Record feature the exact percentage of calls recorded can vary according to the sample size i.e if set to 50 % it can record between 30% and 70 % according to sample size. Page 11 of 15

12 6.4.3 If the event of Voic Pro becoming unavailable to ensure incoming callers are not presented with ring tone no reply (RTNR) it is good practice to create a group, on the IP Office, with same name as the module within the Voic Pro (e.g. AutoAttendant). Then if the voic is unavailable the switch will automatically route the calls to the members of this group. 6.5 Phone Manager Pro (PMP) Call Status 'From' field This field now shows your extension name for the call you originate 'Tag a Call' Text entered in the Tag field will appear on the called extension if it has a suitable display. It will also appear in the system's Call Logger output and on the econsole All Call tab This tab displays missed calls as well as incoming and outgoing calls Voic The "Skip Forward", "Message Forward" and "Play Selected Message" commands are shown against the wrong icons in the manual and help file When using an analogue handset associated with PMP, you can select a speed dial to call an external number. Once the call has been answered the PMP will ring the POT to indicate the call has been connected. However we have found that some Network Providers do not send an ALERTING MESSAGE for Mobile and International calls when ringing is presented. This will cause PMP not to ring the POT to indicate call is ringing, the handset can however be lifted to proceed with the call Currently the PMP Reclaim function does not operate with 2050 and 64xx handsets When using the HOLD feature on the PMP and transferring a call to a free extension, once the call has been successfully transferred the Hangup button is still highlighted and does not grey out. A new version of PMP is available at which overcomes this issue. 6.6 Phone Manager Pro IP Phone Manager Pro IP (IP Softphone) cannot be used in a Call Center application if associated with an Agent When using IP Softphone to establish a Conference Call the Breakout feature is not supported When using IP Softphone please note a minimum of 64K is required for speech, as IP Softphone does not currently support VOIP compression. Page 12 of 15

13 /4624 Telephones Page calls on 46xx Series phones are not supported If a system is rebooted 46xx terminals will display the error message extension in use until # # is pressed When using a 46xx terminal a Call Appearance key needs to be programmed to indicate call waiting on the Handset as there is no audible indication To retrieve a call placed on Hold while in hands free mode you have to press the HOLD key twice The 46xx terminals are not, at present, fully compatible when used in conjunction with the Phone Manager Pro Force Feed is not currently supported on 46xx Terminals Call pick-up across VPN is not currently supported D/6416D/6424D Terminals To retrieve a call placed on Hold while in hands free mode you have to press the HOLD key twice Force Feed is not currently supported on 64xx Terminals Please ensure that all HELD calls are cleared before logging off otherwise this will result in the HELD call being lost. 6.9 econsole/eblf If 'oncall' is added to the starting parameters of either of these programs, details of the target extension s current call, including the number dialed, is displayed. te that the use of this parameter is illegal within some countries The econsole does not display any call waiting indication and so this feature should not be used with the econsole Two copies of eblf cannot be running against the same associated terminal, if a second eblf is started it is this copy that functions against the associated terminal number. Users can configure several to be associated with their terminal as long as they run one copy at a time WAN3 Module When using a WAN3 Module RFC1490 is not a usable option, PPP must be used instead. Page 13 of 15

14 Only two WAN3 expansion modules, providing a total of 7 WAN connections, are currently supported When configuring a WAN Service you must enter the text WAN in the Dial In section of the Service tab Only 15 simultaneous VOIP calls are supported on any single WAN 3 Module Manager When upgrading an existing system to a later level of software care must be taken to ensure that only one Manager Application is open during the upgrade. If more than Manager Application is open upgrade failed may appear on the PC screen, or it may upgrade from the incorrect Manager which may be at an earlier version The Control Unit must be upgraded separately to the expansion units otherwise the upgrade will not be successful Account Codes cannot be forced to be sent across VPN, they have to be verified on the local switch where the external call is made Fax over IP (FoIP) is achievable but due to the diverse range of fax MODEM equipment, we advise that unqualified types are tested for functionality before being installed at a customers premises Campaign Manager Once a Campaign has been created it is not possible to add or make changes to this existing Campaign, a new one must be created, although it is possible to make changes to current recordings. This ability to edit campaigns will be available in a future release of software Web Campaign does not work when used with Netscape TAPI/CTI/DEV LINK If TAPI is installed onto an Australian Win2000 Workstation or Server it has been found when trying to select the TAPI driver it is not present in the drop down box. If you remove the TAPI driver under Telephony/MODEM in the Control Panel and then reselect it this will resolve the problem When installing TAPI on a WIN 95 PC, the updated TAPI2195.exe file must be loaded onto the machine, this available at https/:/emea-businesspartner.avaya.com/ ISDN Data Connections When using multilink on ISDN connections to utilise extra bandwidth, under the relevant services PPP tab, compression mode has to be set to DISABLE and IP header compression must be unchecked. Page 14 of 15

15 6.15 Pot Units Due to different manufacturers specifications of POT devices we cannot guarantee the delivery of CLI to display phones in all call scenarios. Issued by: Tier 4 Support Group Tel: Fax: gssfsg@avaya.com Internet: Page 15 of 15