Avaya Agent Deskphone 16CC Administrator Guide Release 1.
© 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.
Contents Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Major Differences Between Avaya Agent Deskphone 16CC and H.323 Telephones in a Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Issue Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Document Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Subscriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Chapter 4: Communication Manager Administration . . . . . . . . . . . 33 Call Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Switch Compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 33 Communication Manager Administrative Requirements System-Level Preparation Tasks . . . . . . . . . . . SIP Trunk Administration . . . . . . . . . . . . . . .
Contents Windows NT 4.0 DHCP Server . . . . . . . . . . . Verifying the Installation of the DHCP Server . Creating a DHCP Scope for the IP Telephones Editing Custom Options . . . . . . . . . . . . . Adding the DHCP Option . . . . . . . . . . . . Activating the Leases . . . . . . . . . . . . . . Verifying Your Configuration . . . . . . . . . . Windows 2000 DHCP Server . . . . . . . . . . . . Verifying the Installation of the DHCP Server . Adding DHCP Options . . . . . . . . . . . . . .
Contents Backup/Restore of User Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Appendix A: Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . 95 Appendix B: Related Documentation . . . . . . . . . . . . . . . . . . . 99 Avaya Call Center 5.0 Documentation IETF Documents . . . . . . . . . . . . ITU Documents. . . . . . . . . . . . . ISO/IEC, ANSI/IEEE Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
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.
Issue Date Backup/Restore - H.323 call center telephones use HTTP to store backup files. Avaya Agent Deskphone 16CC telephones use the Personal Profile Manager (PPM) functionality within SIP Enablement Services (SES) for backup and restore functions. Upgrade and Settings Files & System Parameters - The Avaya Agent Deskphone 16CC has its own unique upgrade script file, 16ccupgrade.txt, otherwise it uses the same files and parameters as other Avaya SIP/IP telephones.
Introduction Document Organization The guide contains the following sections: Chapter 1: Introduction Provides an overview of this document. Chapter 2: Administration Overview and Requirements Provides an overview of the administrative process and describes general hardware, software, and operational requirements. Chapter 3: Network Requirements Describes administrative requirements for your Local Area Network.
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 site for documents related to Avaya Call Center 5.0, including: ● Getting Started with Avaya Call Center 5.0 and Avaya Agent Deskphone 16CC (Document Number 129214). ● Avaya Call Center Automated Call Distribution (ACD) Guide (Document Number 07-600779). ● Avaya Call Center Release 5.
Introduction 12 Avaya Agent Deskphone 16CC Administrator Guide
Chapter 2: Administration Overview and Requirements Avaya Agent Deskphone 16CC Telephones The Avaya Agent Deskphone 16CC telephones support the SIP signaling protocol only.
Administration Overview and Requirements 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.
Avaya Agent Deskphone 16CC Telephones Table 1: Administration Alternatives and Options for Avaya Agent Deskphone 16CC Telephones Parameter(s) Administrative Mechanisms Telephone Administration Avaya Communication Manager and SES Chapter 4: Communication Manager Administration, Chapter 6: Server Administration, and Appendix B: Related Documentation. IP Addresses DHCP (strongly recommended) DHCP and File Servers on page 49, and especially DHCP Server Administration on page 50.
Administration Overview and Requirements 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.
The Administrative Process 5. Telephone software (SIP package) downloaded 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.
Administration Overview and Requirements Table 2: Administrative Checklist (continued) Task Description For More Information See: Administer DHCP application Add IP telephone administration to DHCP application. DHCP Server Administration in Chapter 6: Server Administration. Administer Network Time Server Set value(s) for Simple Network Time Protocol (SNTP) Option 42 under DHCP Generic Setup.
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 Issue 1 January 2008 19
Administration Overview and Requirements 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 equipment 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.
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.
Administration Overview and Requirements 22 Avaya Agent Deskphone 16CC Administrator Guide
Chapter 3: Network Requirements 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: ● SIP, ● DHCP, ● HTTP/HTTPS, and ● Jitter buffers Also, QoS support is required to run VoIP on your configuration.
Network Requirements Server Requirements Four server types can be configured for Avaya Agent Deskphone 16CC telephones: Note: ● DHCP server ● HTTP or HTTPS server ● SIP Proxy or Registration server ● Network Time Protocol server for SNTP Note: Avaya Agent Deskphone 16CC telephones and Avaya Call Center 5.0 need SIP Enablement Services (SES) to work properly. The SIP Proxy and Registration servers resides on the SES server.
Required 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.
Network Requirements Other Network Considerations SNMP Avaya Agent Deskphone 16CC telephones are fully compatible with SNMPv2c and with Structure of Management Information Version 2 (SMIv2). 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.
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.
Network Requirements Table 4: Parameters in Real-Time Parameter Possible Values Received Audio Coding G.711, G.726A, or G.729. Packet Loss No data or a percentage. Late and out-of-sequence packets are counted as lost if they are discarded. Packets are not counted as lost until a subsequent packet is received and the loss confirmed by the RTP sequence number. Packetization Delay No data or an integer number of milliseconds.
Other Network Considerations ● 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 qualifications or clarifications. In many cases, the ports used are the ones called for by IETF or other standards bodies. ● Many of the explanations in the diagrams refer to system parameters or options settings.
Network Requirements Figure 3: Initialization and Address Resolution Diagram Initialization and Address Resolution 16CC Telephone Port: 68 Port: [1024 - 5000] Operating System –selected (a new port is used for each file requested) DHCP (TCP/IP) HTTPS Read Request (TCP/IP) DHCP Server Port: 67 HTTPS Server Port:443 (Configured using TLSPORT) HTTPS Data, ACKs & Errors (TCP/IP) Port: Operating System – selected (a new port is used for each file) NTP Server Port: [Operating system-selected] SNTP Port
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).
Network Requirements Subscriptions Upon successful registration with the Registrar, the 16CC telephone initiates the following subscriptions for the event packages to the server defined in the parameter IPPROXYSRVR_IN_USE: ● 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. ● Avaya-ccs-profile event (if the ENABLE_AVAYA_ENVIRONMENT parameter is 1.
Chapter 4: Communication Manager Administration Call Server Requirements 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.
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.
Communication Manager Administrative Requirements 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.
Communication Manager Administration IP Interface and Addresses Follow these general guidelines: ● 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). ● 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.
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: DSCPAUD for transmitted audio (RTP, RTCP, SRTP and SRTCP) packets; ● DSCPSIG for transmitted system-specific signaling packets; ● Zero for all other transmitted packets (e.
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.
Telephone Administration Table 5: Avaya Agent Deskphone 16CC Feature Support Feature Available After Agent Login? Delivered by Phone? CM Feature Button/FNU CM 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 X Call Hold X Call Management - incoming, outgoing call screening Call Park and Retrieve FNU Call Pick-Up FNU Calling Number Block/Unblock FNU X Consultation Hold
Communication Manager Administration CM/16CC Telephone Configuration Requirements 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 required but are recommended because they optimize the telephone user interface. CM 4.0 or greater is required.
CM/16CC Telephone Configuration Requirements Table 6: CM/SIP Configuration Requirements (continued) Task/Form Command Field(s) Value(s) Define the dial plan formats on the Dialplan Analysis Table form change dialplan analysis Call Type 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.
Communication Manager Administration Table 6: CM/SIP Configuration Requirements (continued) Task/Form Command Field(s) Value(s) Enable applicable calling features on the Class of Restriction form change cor Varied To use the Call Pickup feature, the Can Use Directed Call Pickup and Can Be Picked Up By Call Pickup fields must be set to "y" for the affected stations.
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 required) 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.
Communication Manager Administration Station Screen Page 2: Field: 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 Calling Number? Coverage After Forwarding? Remote Softphone Emergency Calls Emergency Location Ext Always Use? Direct IP-IP Audio Connections? Assign as: Set to "y" if the extension for this SIP telephone will have a "bridged" appearance d
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 Call Center Buttons: Auto-in Mode Button Name Administration Notes auto-in Manual-in Mode man Auxiliary Work Auxiliary Work with assigned Reason Code After Call Work aux-work aux-work RC: X Assign if required. If not required or assigned, Manual-in mode button must be assigned.
Communication Manager Administration The following features are administered in an SES configuration file, not through CM: ● Call Unpark ● Extended Call Pickup ● 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: ● ● ● Administrator Guide for Avaya Communication Manager (Document 03-300509).
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.
SIP Enablement Services (SES) Administration 9. Click Continue. The Add Media Server Extension page displays. 10. 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). 11. 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. 12.
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. Note: ! Important: 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.
Server Administration Avaya recommends that: ● A minimum of two DHCP servers be available for reliability. ● A DHCP server be available when the IP telephone reboots. ● 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.
DHCP Server Administration Table 7: Parameters Set by DHCP Parameter HTTPDIR HTTPPORT HTTPPROXY HTTPSRVR ICMPDU ICMPRED L2Q L2QVLAN LOGSRVR MTU_SIZE PHY1STAT PHY2STAT PROCPSWD PROCSTAT SIPPROXYSRVR SNTPSRVR TLSDIR TLSPORT TLSSRVR VLANTEST Description 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”.
Server 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: ● ● ● Windows NT® 4.0 DHCP Server Windows 2000® DHCP Server 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.
DHCP Server Administration Note: - 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.
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.
DHCP Server Administration In Table 8, the Avaya Agent Deskphone 16CC telephone sets the system values to the 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).
Server Administration Creating a DHCP Scope for the IP Telephones Use the following procedure to create a DHCP scope for the IP telephones. 1. Select Start-->Programs-->Admin Tools-->DHCP Manager. 2. Expand Local Machine in the DHCP Servers window by double clicking it until the + sign changes to a - sign. 3. Select Scope-->Create. 4. Using information recorded in Table 3: Required Network Information Before Installation Per DHCP Server: Define the Telephone IP Address Range. Set the Subnet Mask.
DHCP Server Administration Editing Custom Options Use the following procedure to edit custom options. 1. Highlight the newly created scope. 2. Select DHCP Options-->Defaults in the menu. 3. Click the New button. 4. In the Add Option Type dialog box, enter an appropriate custom option name, for example, “16CCOPTION.” 5. Change the Data Type Byte value to String. 6. Enter 242 in the Identifier field. 7. Click the OK button. The DHCP Options menu displays. 8.
Server Administration Activating the Leases Use the following procedure to activate the leases. ● Click Activate under the Scope menu. The light-bulb icon for the scope lights. Verifying Your Configuration This section describes how to verify that the 96XXOPTIONs are correctly configured for the Windows NT® 4.0 DHCP server. Note: Note: Although this configuration represents that for Avaya Agent Deskphone 16CC telephones, the label 96XXOPTIONS or 46XXOPTIONS is suggested.
DHCP Server Administration Verify the Global Option, 242 96XXOPTION 1. Select Global 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 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.
Server Administration 8. Define the subnet mask in one of two ways: ● ● The number of bits of an IP Address to use for the network/subnet IDs. The subnet mask IP Address. Enter only one of these values. When you finish, click the Next button. The Add Exclusions dialog box displays. 9. Exclude any IP Addresses in the range specified in the previous step that you do not want assigned to an IP telephone. a.
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-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.
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.
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.
Telephone Software and Binary Files Avaya Agent Deskphone 16CC Telephone Scripts 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: ● Go to http://www.avaya.com/support.
Avaya Agent Deskphone 16CC Telephone 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.
Telephone Software and Binary Files ● 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: Note: Enclose all data in quotation marks for proper interpretation.
Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files Note: 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.
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 require 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.
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: ● the parameter names, ● their default values, ● the valid ranges for those values, and ● a description of each one.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters Parameter Name AGCHEAD Default Value 1 AGENTTONE 1 AUDASYS 3 AUDIOENV 0 AUDIOSTHD 0 AUTH 0 BAKLIGHTOFF 120 CONFIG_ SERVER " "(Null) COUNTRY USA DATEFORMAT DAYLIGHT_SAVING_ SETTING_MODE %m/%d/%y 2 Description and Value Range Automatic Gain Control status for headset. Values are 0=disabled, 1=enabled. Call center agent confirmation tone.
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name DHCPSTD Default Value 0 DNSSRVR 0.0.0.0 DOMAIN " " (Null) DSCPAUD 46 DSCPSIG 34 DSTOFFSET 1 DSTSTART 2Sun Mar2L Description and Value Range DHCP Standard lease violation flag. Indicates whether to keep the IP Address if there is no response to lease renewal.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name DSTSTOP DTMF_PAYLOAD_TYPE Default Value 1SunNov2L 120 ENABLE_CALL_LOG 1 ENABLE_CONTACTS 1 ENABLE_EARLY_MEDIA 1 ENABLE_G711A 1 ENABLE_G711U 1 Description and Value Range Used to identify stop date for automatic change to Daylight Saving Time.
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name ENABLE_G726 Default Value 0 ENABLE_G729 1 ENABLE_MODIFY_ CONTACTS 1 ENABLE_MULTIPLE_ CONTACTS_WARNING 1 ENABLE_REDIAL 1 ENABLE_REDIAL_LIST 1 ENHDIALSTAT 1 FAILED_SESSION_ REMOVAL_TIMER 30 Description and Value Range Enable or disable G726 capability of the telephone.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name G726_PAYLOAD_TYPE GMTOFFSET Default Value 110 0:00 GROUP 0 HEADSYS 1 HTTPDIR " " (Null) HTTPEXCEPTION DOMAINS " " (Null) HTTPPORT 80 HTTPPROXY " " (Null) HTTPSRVR 0.0.0.0 ICMPDU 1 Description and Value Range RTP dynamic payload used for G.726. Range is 96 to 127. Offset used to calculate time from GMT reference time.
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name ICMPRED INTER_DIGIT_TIMEOUT IPADD L2Q L2QAUD L2QSIG L2QVLAN LANG0STAT Default Value 0 5 0.0.0.0 0 6 6 n/a 1 Description and Value Range Controls whether ICMP Redirect messages will be processed. Values are: 0 = Redirect messages will neither be transmitted nor received Redirect messages will be supported.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name LANGUAGES LOCAL_LOG_LEVEL Default Value " " (Null) 3 LOG_CATEGORY LOGSRVR " " (Null) Description and Value Range List of links to language files to be downloaded. Substrings are delimited by commas. Maximum length is 1023 characters.
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name MEDIAENCRYPTION Default Value 9 MSGNUM " " (Null) MTU_SIZE 1500 MYCERTCAID CAIdentifier MYCERTCN $SERIALNO MYCERTDN " " (Null) MYCERTKEYLEN MYCERTRENEW 1024 90 MYCERTURL " " (Null) MYCERTWAIT 1 NETMASK 0.0.0.0 Description and Value Range This parameter sets the cryptosuite and session parameters for SRTP.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name NO_DIGITS_TIMEOUT Default Value 20 OUTBOUND_ SUBSCRIPTION_ REQUEST_DURATION 86400 PHNCC 1 PHNDPLENGTH 5 PHNIC 011 PHNLD 1 PHNLDLENGTH 10 PHNOL 9 PHY1STAT 1 PHY2PRIO 0 Description and Value Range 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 longe
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name PHY2STAT Default Value 1 PHY2VLAN 0 PROCPSWD 27238 PROCSTAT 0 PROVIDE_ LOGOUT 1 PROVIDE_ NETWORKINFO_ SCREEN 1 PROVIDE_OPTIONS_ SCREEN 1 REGISTERWAIT ROUTER RTCPCONT RTP_PORT_LOW 3600 0.0.0.
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name RTP_PORT_RANGE Default Value 40 SEND_DTMF_ TYPE 2 SIG 0 SIG_PORT_LOW 1024 SIG_PORT_RANGE 64511 SIP_PORT_SECURE 5061 SIPDOMAIN SIPPORT SIPROXYSRVR " " (Null) 5060 " " (Null) SIPSIGNAL 2 SNMPADD " " (Null) SNMPSTRING " " (Null) Description and Value Range Specifies the width of the port range to be used by RTP/ RTCP or SRTP/SRTCP connections, for example, to adapt
Administering Options for Avaya Agent Deskphone 16CC Telephones Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name SNTPSRVR Default Value " " (Null) SYSTEM_ LANGUAGE " " (Null) TCP_KEEP_ALIVE_ INTERVAL 10 TCP_KEEP_ALIVE_ STATUS 1 TCP_KEEP_ALIVE_TIME 60 TIMEFORMAT 0 TLSDIR TLSPORT TRUSTCERTS USE_QUAD_ZEROS_ FOR_HOLD " " (Null) 443 " " (Null) 0 Description and Value Range Used to retrieve date and time via SNTP (in case of several entries the first ad
Administering Telephone Options Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued) Parameter Name VLANSEP Default Value 1 VLANTEST 60 WAIT_FOR_ REGISTRATION_TIMER 10 Note: Description and Value Range 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 in a manner separate from telephone frames.
VLAN Considerations VLAN Tagging IEEE 802.1Q 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.
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.IQ 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 802.1Q).
VLAN Considerations Table 10: VLAN Separation Rules If VLANSEP is “0” OR the telephone is not tagging frames, OR the telephone is tagging frames with a VLAN ID equal to PHY2VLAN. 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 equal to PHY2VLAN, VLANSEP is “1” (On/Enabled) OR if the PHY2VLAN value is zero.
Administering Telephone Options DNS Addressing The 16CC supports DNS addresses and dotted decimal addresses. The telephone attempts to resolve a non-ASCII-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.
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: ● Canadian French ● Parisian French ● Latin American Spanish ● German ● 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.
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.
Enhanced Local Dialing Enhanced Local Dialing Requirements The enhanced local dialing feature is invoked when all the following conditions are met: ● 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 ● The Phone application determines a call appearance is available for an outgoing call, and ● The originating application passes the character string to the Phone application, and ● The originat
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 1 Agent Confirmation (no agent message waiting) 2 3 4 5 6 7 8 9 10 11 Frequency (Hz) Cadence (seconds) 350+440 3x(0.15on, 0.15off) Agent Confirmation (agent message waiting) 440 5x(0.05on.0.05off) Agent Confirmation (no agent message waiting) 425 3x(0.
Agent Confirmation Tones ID # Agent Tone 12 13 14 15 16 Frequency (Hz) Cadence (seconds) Agent Confirmation (no agent message waiting) 330 3x(0.1on, 0.1off) Agent Confirmation (agent message waiting) 440 5x(0.05on.0.05off) Agent Confirmation (no agent message waiting) 425 19x(0.05on, 0.05off) Agent Confirmation (agent message waiting) 440 5x(0.05on.0.05off) Agent Confirmation (no agent message waiting) 425 19x(0.05on, 0.05off) Agent Confirmation (agent message waiting) 440 5x(0.
Administering Telephone Options ID # Agent Tone 26 27 Frequency (Hz) Cadence (seconds) Agent Confirmation (no agent message waiting) 480 1 second, then off Agent Confirmation (agent message waiting) 440 5x(0.05on,0.05off) Agent Confirmation (no agent message waiting) 425 0.1on, 0.1off, 0.1on,0.1off 440 5x(0.05on.0.05off) 400x24 0.1on, 0.1off, 0.3on,0.3off Agent Confirmation (agent message waiting) 440 5x(0.05on,0.05off) Agent Confirmation (no agent message waiting) 350 0.128on, 0.
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.
Administering Applications and Options Backup/Restore of User Settings 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.
Appendix A: Glossary of Terms 802.1D 802.1Q 802.1Q defines a layer 2 frame structure that supports VLAN identification and a QoS mechanism usually referred to as 802.1D. 802.1X 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.
Glossary of Terms LAN Local Area Network. LLDP 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 Avaya Agent Deskphone 16CC telephones. MAC Media Access Control, ID of an endpoint.
Signaling Channel Encryption 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. SIP Session Initiation Protocol. An alternative to H.323 for VoIP signaling. The only protocol that Avaya Agent Deskphone 16CC telephones support. SNTP Simple Network Time Protocol. An adaptation of the Network Time Protocol used to synchronize computer clocks in the internet.
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 Avaya 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.
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.
Sample Station Forms and Other Screens Figure 6: Station screen (page 3) display station 3003 Page 3 of 6 STATION Conf/Trans on Primary Appearance? n Bridged Appearance Origination Restriction? n Call Appearance Display Format: disp-param-default IP Phone Group ID: Unconditional For Internal External Busy For Internal External No Reply For Internal External ENHANCED CALL FORWARDING Forwarded Destination Calls To: Calls To: Calls To: Calls To: Calls To: Calls To: Active n n n n n n Figure 7: Station
Figure 9: Configuration Set screen change off-PBX-telephone configuration-set 1 CONFIGURATION SET: 1 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? Standard network y phone-number n dtmf none n y primary-first n Note: Add the agent's station extension
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 STATIONS WITH OFF-PBX TELEPHONE INTEGRATION Station Extension 3003 Application Dial CC Prefix OPS - Phone Number 3003 1 of Trunk Selection 7 2 Config Set 1 Figure 13: Stations with Off-PBX Telephone Integration screen (page 2) display off-pbx-telephone station-mapping 3003 Page STATIONS WITH OFF-PBX TELEPHONE INTEGRATION Station Extension 3
Figure 16: System Parameters Customer-Options (Optional Features) screen display system-parameters customer-options OPTIONAL FEATURES G3 Version: V12 Location: 2 Platform: 2 123456789012 Maximum Maximum Maximum Maximum Maximum Page 1 of x Software Package: Standard RFA System ID (SID): RFA Module ID (MID): 123456 Platform Maximum Ports: Maximum Stations: Maximum XMOBILE Stations: Off-PBX Telephones - EC500: Off-PBX Telephones OPS: Off-PBX Telephones - SCCAN: Off-PBX Telephones - PBFMC: Off-PBX Teleph
Sample Station Forms and Other Screens Figure 18: System Parameters Customer-Options (Optional Features) screen display system-parameters customer-options OPTIONAL FEATURES 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 Link Core Capabilities? ASAI Link Plus Capabilities? Async. Transfer Mode (ATM) PNC? Async.
Figure 20: System Parameters Customer-Options (Optional Features) screen display system-parameters customer-options page 5 of x OPTIONAL FEATURES Multinational Locations? Multiple Level Precedence and Preemption? Multiple Locations? Station and Trunk MSP? n Station as Virtual Extension? n System Management Data Transfer? n Personal Station Access (PSA)? y Posted Messages? n PNC Duplication? n Port Network Support? y Processor and System MSP? n Private Networking? y Processor Ethernet? y Tenant Partitio
Sample Station Forms and Other Screens Figure 22: Call Center Optional Features screen display system-parameters customer-options CALL CENTER OPTIONAL FEATURES VDN of Origin Announcement? n VDN Return Destination? n Logged-In ACD Logged-In Advocate Logged-In IP Softphone Logged-In SIP EAS Agents: Agents: Agents: Agents: Page 7 of x VuStats? n VuStats (G3V4 Enhanced)? n Used 500 500 500 50 Figure 23: QSIG Optional Features screen display system-parameters customer-options QSIG OPTIONAL FEATURES Basic
Figure 25: Maximum IP Registrations by Product ID screen Page 9 of x MAXIMUM IP REGISTRATIONS BY PRODUCT ID Product ID_Rel. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. Limit _____ _____ _____ _____ _____ _____ _____ Product ID_Rel. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. __________ ___. Limit _____ _____ _____ _____ _____ _____ _____ Product ID_Rel. __________ ___. __________ ___.
Sample Station Forms and Other Screens Figure 27: IP Network Region screen change ip-network-region n Page 2 of x IP NETWORK REGION INTER-GATEWAY ALTERNATE ROUTING/DIAL PLAN TRANSPARENCY Incoming LDN Extension: Conversion to Full Public Number - Delete: ___Insert: ___ Maximum Number of Trunks to Use for IGAR: Dial Plan Transparency in Survivable Mode? n BACKUP SERVERS IN PRIORITY ORDER 1 2 3 4 5 6 H.
Note: 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 requirement applies to both the station extension and the loginID extension.
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 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 72? n 86? n 1? n 16? n 31? n 45? n 59? n 73? n 87? n 2? n 1
Figure 34: Trunk Group screen (page 1) display trunk-group 7 Page 1 of 21 TRUNK GROUP Group Number: Group Name: Direction: Dial Access? Queue Length: Service Type: 7 Group Type: Sip Enablement Server COR: two-way Outgoing Display? n 0 tie Auth Code? sip CDR Reports: y 1 TN: 1 TAC: 287 n Night Service: n Signaling Group: 7 Number of Members: 60 Figure 35: Trunk Group screen (page 2) display trunk-group 7 Group Type: sip Page 2 of 21 TRUNK PARAMETERS Unicode Name? y Redirect On OPTIM Failure: 5000
Sample Station Forms and Other Screens Figure 37: Trunk Group screen (page 4) display trunk-group 7 Page 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 4 of 21
Index Index A About This Guide . . . . . . . . . . . . . . . . Administering Features . . . . . . . . . . . . . . Administration Alternatives and Options for Avaya Agent Deskphone 16CC Telephones . . . . . . Administration, for Avaya Communication Manager Administration, for SES . . . . . . . . . . . . . . Administration, for Telephones on Communication Manager . . . . . . . . . . . . . . . . . . . . Administrative Checklist . . . . . . . . . . . . . Administrative Options, Local . . . . . . . . . . .
Index Features, Administering . . . . . . . . . . . . . . 45 File download Choosing the Right Application and Upgrade Script File . . . . . . . . . . . . . . . . . . . . . . 64 Download File Content . . . . . . . . . . . . . 65 G General Download Process . Generic Setup, for DHCP . . Glossary of Terms . . . . . GROUP System Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 52 95 68 Network Time Server . . . . . . . . . . . . . . .
Index Software . . . . . . . . . . . . . . . . . . . . . 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) . . . . . . . . . . . . . .
Index 118 Avaya Agent Deskphone 16CC Administrator Guide
