Avaya Agent Deskphone 16CC Installation and Maintenance 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Intended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Document Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Issue Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Online Documentation. . . . . . . . . . . . . . . . . .
Contents Configuring SIP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Configuring Time Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Testing LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 The View Administrative Option . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Chapter 4: Maintaining Avaya Agent Deskphone 16CC Telephones . . . 37 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1: Introduction About This Guide This guide describes how to install and maintain the Avaya Agent Deskphone 16CC in a Session Initiation Protocol (SIP) environment for exclusive use by Avaya Call Center 5.0. Both of the following must be installed to use Avaya Agent Deskphone 16CC with the SIP protocol: Note: ● Avaya Communication Manager Release 5.0 and greater, and ● SIP Enablement Session (SES) software Release 5.0 and greater.
Introduction Document Organization The guide contains the following sections: Chapter 1: Introduction Provides an overview of this guide. Chapter 2: Avaya Agent Deskphone 16CC Installation Describes the equipment and resources required to properly install and operate the Avaya Agent Deskphone 16CC in a non-call center environment. Provides instructions on installing the telephones out of the box.
Online Documentation Online Documentation See the Avaya support site at http://www.avaya.com/support for technical and end user documentation related to the Avaya Agent Deskphone 16CC. The Avaya Agent Deskphone 16CC is part of the Avaya Call Center 5.0 solution. Documents specific to the solution, such as Getting Started with Avaya Call Center 5.0 and Avaya Agent Deskphone 16CC (Document Number 129214) and What’s New for Avaya Call Center 5.0 are also available on the Avaya support site.
Introduction 8 Avaya Agent Deskphone 16CC Installation and Maintenance Guide
Chapter 2: Avaya Agent Deskphone 16CC Installation Introduction The Avaya Agent Deskphone 16CC was developed to provide a SIP solution for Avaya call centers. When not being used as a call center agent telephone, the 16CC has standard Avaya SIP Advanced SIP (AST) telephone functionality. The Avaya Agent Deskphone 16CC supports DHCP and HTTP/HTTPS over IPv4/UDP which enhance its administration and servicing.
Avaya Agent Deskphone 16CC Installation Software The Avaya Agent Deskphone 16CC ships from the factory with SIP firmware. However, a factory-shipped 16CC telephone might not contain the most up-to-date software for registration and SIP operation. When the telephone is first plugged in, a software download from an HTTP server might be initiated. The software download gives the telephone upgraded SIP functionality.
Pre-Installation Checklist Verify These Network Requirements (continued) 3. The following circuit packs are installed on the switch: ● TN2602 IP Media Processor circuit pack. Sites with a TN2302 IP Media Processor circuit pack are strongly encouraged to install a TN2602 circuit pack to benefit from increased capacity. ● TN799B, C, or D Control-LAN (C-LAN) circuit pack. ! Important: Important: SIP telephone firmware requires TN799C V3 or greater C-LAN circuit pack(s).
Avaya Agent Deskphone 16CC Installation Requirements to Verify for Each IP Telephone 9. 10. 11. 12. You have an extension number and an Avaya Communication Manager security code (password) for each applicable IP telephone. You have an OPTIM extension number and an Avaya Communication Manager security code (password) for each telephone, and have configured SIP Enablement Services for each telephone. A Category 5e LAN jack is available at each telephone site.
Avaya Agent Deskphone 16CC in the Avaya SIP Environment Avaya Agent Deskphone 16CC in the Avaya SIP Environment Figure 1: Avaya Agent Deskphone 16CC in the SIP Call Center Solution Assembling the Avaya Agent Deskphone 16CC Telephone ! CAUTION: CAUTION: Be careful to use the correct jack when plugging in the telephone. The jacks are located on the back of the telephone housing and are flanked by icons to represent their correct use.
Avaya Agent Deskphone 16CC Installation Powering the Avaya Agent Deskphone 16CC The Avaya Agent Deskphone 16CC is powered using IEEE 802.3af standard LAN-based powering on the Ethernet line interface. The 16CC is a Class 2 device, which automatically detects the power source (PoE versus aux power). The 16CC telephone will not pass power through to the secondary Ethernet interface. Before installing a 16CC Telephone, verify with the LAN administrator whether the LAN supports IEEE 802.
Assembling the Avaya Agent Deskphone 16CC Telephone Figure 2: Connection Jacks on an Avaya Agent Deskphone 16CC Telephone Issue 1 January 2008 15
Avaya Agent Deskphone 16CC Installation Dynamic Addressing Process ! Important: Note: Important: Before starting this process, ensure that both Avaya Communication Manager (CM) and SIP Enablement Services (SES) are properly set up for your telephone environment. Note: Before starting this process you must have an OPTIM extension number for the SIP IP telephone, the Avaya Communication Manager security code (password), and a login and password on the SES server.
Dynamic Addressing Process When storage of a new backup image begins, Updating: displays on the top line and DO NOT UNPLUG THE PHONE! displays on the application line until replaced by a subsequent message. In addition, a progress bar consisting of an unfilled black rectangle displays, centered on an Application Line below the Avaya name, as shown below.
Avaya Agent Deskphone 16CC Installation 9. Using the list of IP Addresses provided by the DHCP server, the telephone performs a router check and verifies that the router is on the same subnet as the IP Address. The telephone cycles through the gateway IP Addresses with ARPs or pings until it receives a response. 10. The HTTP process starts with an HTTP GET command to the HTTP server, which the telephone displays.
Dynamic Addressing Process 2. While the telephone is attempting to contact the SCEP server and to obtain a certificate, the Title Line displays: SCEP: In progress... s secs where s is the number of seconds since SCEP was initiated. 3. If the initial attempt to contact the SCEP server is not successful the telephone continues with start-up, and will not try to contact the SCEP server again unless it is reset or power-cycled. 4.
Avaya Agent Deskphone 16CC Installation Registration and Login 1. Upon successful initialization and power-up, 16CC telephones display the following login prompt: Enter Username 2. Enter the User Name/ID assigned to this telephone and press the Enter softkey. 3. Enter the password and press the Login softkey. 4.
Chapter 3: Local Administrative Options Introduction During installation or after you have successfully installed an IP telephone, you might be instructed to administer one of the manual procedures described in this chapter. These local administrative procedures are also referred to as Craft Procedures. Note: Note: You can modify the settings file to set parameters for IP telephones that download their upgrade script and application files from the same HTTP server.
Local Administrative Options Accessing Local (Craft) Procedures Note: Note: Note: Local procedures can only be invoked when the local (dialpad) procedure status system value (PROCSTAT) is “0”, giving full access to local procedures. Note: The factory-set default Craft Access Code is 27238. During Telephone Startup: 1. During startup, invoke local procedures by pressing Program to display the Craft Access Command Entry screen: Startup interrupted 2.
Entering Data for Administrative Options Entering Data for Administrative Options This section describes how to enter data at the telephone for administrative options. 1. The first application line is selected when the telephone displays the screen. To select the item on that line, press the appropriate softkey at the bottom of the screen, for example, Change or Save, or the OK button. To select a different line, use the down or up navigation arrows to change the line focus.
Local Administrative Options Shown As Craft Procedure Purpose See: ADDR... Network Address information programming Static Addressing Installation on page 25. AGC... Enable/disable Automatic Gain Control Disable/Enable Automatic Gain Control on page 27. CLEAR... Clear all values to factory defaults Clear Procedure on page 27. DEBUG... Enable/disable Debug Mode Disable/Enable Debug Mode on page 28. GROUP... Set the Group Identifier Group Identifier on page 29. INT...
Pre-Installation Checklist for Static Addressing Pre-Installation Checklist for Static Addressing Before performing static programming of address information, verify that all the requirements listed in the Verify These Network Requirements section of the Pre-Installation Checklist are met. You do not have to consider item 4 on page 12, as it refers to the DHCP server. In addition, you must have the values for the following parameters.
Local Administrative Options Use the following procedure to invoke manual address information programming. 1. When you select ADDR... and use the down or up navigation arrow(s) to display the value you want to change, the Static Addressing Local Procedure displays a line at a time as follows: Line Description and (System Value) Static Addressing screen Use DHCP Phone Router Yes nnn.nnn.nnn.nnn nnn.nnn.nnn.nnn Subnet Mask HTTPS File Server HTTP File Server DNS Server VLAN ID VLANTEST nnn.nnn.nnn.
Disable/Enable Automatic Gain Control 4. Press the Save softkey to store the new setting and the message "Value saved" displays. Continue scrolling if you want to change another value. You can press the Cancel softkey to return to the Admin Procedures list without saving a value entered. Once the new values are stored, the telephone is reset. If a new boot program is downloaded from the HTTP/HTTPS server after you enter static addressing information, you must reenter your static addressing information.
Local Administrative Options ! CAUTION: This procedure erases all administered data, without any possibility of recovering the data. If you want to retain user-specified data and settings like Contacts data or the telephone login and password, see Reset System Values on page 32 instead. CAUTION: Use the following procedure to clear the telephone of its administrative, user-assigned, and options values. 1. When you select the CLEAR procedure, the telephone displays a confirmation screen. 2.
Group Identifier 3. Press the Save softkey to store the new setting. If the value changed from "On" to "Off", the telephone initiates a reset. If the value changed from "Off" to "On" the Admin Procedures screen redisplays. The telephone saves the new value. Group Identifier Use the following procedure to set or change the Group Identifier. Note: Note: Perform this procedure only if the LAN Administrator instructs you to do so. For more information about groups, see The GROUP System Value on page 40. 1.
Local Administrative Options The values shown are the text strings associated with the current PHY1STAT on the Ethernet line and the current PHY2STAT system value on the PC Ethernet line.
Disable/Enable Event Logging Disable/Enable Event Logging Use the following procedure to enable or disable logging of system events. 1. When you select LOG... from the Admin Procedures Screen, the telephone prompts you to use the Right and Left navigation arrows to select a setting and displays the following text: Log Choice Selector Bar for the SYSLOG_LEVEL value defined below. Log Categories... Use only when directed to do so by Avaya Services. on/off nnn.nnn.nnn.nnn Remote Logging Enabled.
Local Administrative Options Logout extension Use the following procedure to log off a telephone extension. Note that you must be logged out as an agent, otherwise this local procedure option will not be available. ! CAUTION: Once a telephone is logged off, a password and extension might be needed to log back on. CAUTION: 1. When you select LOGOUT from the Admin Procedures Screen, the telephone displays a confirmation screen asking if you are sure you want to log out. 2.
Restart the Telephone Restart the Telephone Use the following procedure to restart the telephone. 1. When you select RESTART PHONE, the telephone displays a confirmation screen asking if you are sure you want to restart the telephone. 2. Press the Back softkey to return to the Admin Procedures list without restarting the telephone. Press the Restart softkey to proceed with the registration steps covered in the Dynamic Addressing Process on page 16.
Local Administrative Options Site-Specific Option Number Setting ! CAUTION: CAUTION: Do not perform this procedure if you are using static addressing. Perform this procedure only if you are using DHCP and the LAN administrator instructs you to do this. Use the following procedure to set the Site-Specific Option Number (SSON). 1. When you select SSON... from the Admin Procedures list, the following text displays: Setting: where the setting is the current system value of DHCP_SSON. 2.
Configuring Time Server Settings 2. To change a setting: - If the field shows Right/Left Arrow indicators, press the Right (or Left) navigation arrow to cycle through the settings. Depending on the current value, the next sequential value displays. - If the field does not show Arrow indicators, press the appropriate softkey(s) and use the dialpad to enter the new value. 3. Press Save to store the new setting.
Local Administrative Options Testing LEDs Use the following procedure to initiate a telephone self-test of the display and button LEDs. 1. When you select the Test procedure, and press the Test softkey to confirm that selection, the LEDs for the 16 call appearance/feature buttons flash on and off. Any buttons with LEDs on the face of the telephone, such as Mute and Call Log, also flash on and off.
Chapter 4: Maintaining Avaya Agent Deskphone 16CC Telephones Introduction This chapter covers maintaining the Avaya Agent Deskphone 16CC telephones, for example, downloading a new telephone software version from the Avaya support Web site. The recommended configuration is the latest call server software and the latest SIP IP telephone firmware. Downloading Software Upgrades The files necessary to operate Avaya Agent Deskphone 16CC telephones are bundled together on the Avaya Web site at: http://www.avaya.
Maintaining Avaya Agent Deskphone 16CC Telephones Download Procedure The Avaya-provided upgrade script file and the binaries included in the zip files upgrade the Avaya Agent Deskphone 16CC telephones. You should not need to modify them. It is essential that all the binary files be together on the file server. When downloading a new release onto a file server with an existing release already on it, we recommend that you: ● Stop the file server.
Downloading Software Upgrades The Avaya-provided upgrade script file includes lines that tell the telephone to GET 46xxsettings.txt. These lines cause the telephone to use HTTP/HTTPS to attempt to download the file specified in the GET command. If the file is obtained, its contents are interpreted as an additional script file. That is how your settings are changed from the default settings. If the file cannot be obtained, the telephone continues processing the upgrade script file.
Maintaining Avaya Agent Deskphone 16CC Telephones The GROUP System Value You might have different communities of end users, all of which have the same model telephone, but which require different administered settings. The simplest way to separate groups of users is to associate each of them with a number. Use the GROUP system value for this purpose. The GROUP system value cannot be set in the 46xxsettings file.
Chapter 5: Troubleshooting Guidelines Introduction This chapter describes problems that might occur during both installation and normal operation of the Avaya Agent Deskphone 16CC and possible ways of resolving these problems. This chapter contains the following sections: ● Descriptions of error conditions and methods for resolving them. ● Error and status messages, and methods for resolving them.
Troubleshooting Guidelines DTMF Tones SIP telephones send DTMF tones according to the SEND_DTMF_TYPE parameter setting. The default setting of this parameter sends DTMF "tones" as "telephone event" RTP packets per RFC 2833. Whether a non-SIP telephone hears these DTMF tones depends on whether the Avaya Communication Manager media resource converts the "telephone event" RTP packets into audio RTP packets.
Installation Error and Status Messages Table 1: Possible Error and Status Messages During Installation of Avaya Agent Deskphone 16CC Telephones (continued) Message Cause/Resolution DHCP: CONFLICT CAUSE: At least one of the IP Addresses offered by the DHCP server conflicts with another address. RESOLUTION: Review DHCP server administration to identify duplicate IP Address(es). Finding router... CAUSE: The telephone is proceeding through boot-up. RESOLUTION: Allow the telephone to continue.
Troubleshooting Guidelines Operational Errors and Status Messages Table 2 identifies some of the possible operational problems that might be encountered after successful Avaya Agent Deskphone 16CC installation. The user guide for a specific telephone model also contains troubleshooting for users having problems with specific telephone applications. Most of the problems reported by users are not likely to be problems with the telephone itself.
Operational Errors and Status Messages Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition The telephone was working, but does not work now, Cause/Resolution AND no lights are lit on the telephone and the display is not lit. CAUSE: Loss of power. RESOLUTION: Check the connections between the telephone, the power supply, and the power jack. AND power to the telephone is fine, but there is no dial tone or the call appearances or feature buttons do not work.
Troubleshooting Guidelines Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Cause/Resolution The telephone works, but the audio quality is poor, specifically: the user hears an echo when speaking. CAUSE: Echo from digital-to-analog conversion on your CM call server trunk. RESOLUTION: Verify which trunk is causing the echo, and swap the trunk’s Trunk Termination parameter on the call server. CAUSE: Improper headset adapter.
Operational Errors and Status Messages Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Cause/Resolution When a line is selected, a short dial tone burst sounds followed by a reorder/fast busy tone. CAUSE: The extension is provisioned on SES and some CM forms, but not on the off-pbx-telephone station-mapping form. CM does not know to map back to SES and rejects the line reservation.
Troubleshooting Guidelines Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Some settings in the settings file are being ignored while other settings are being used properly, Cause/Resolution AND the setting being ignored is the AGCHEAD setting. CAUSE: The user changed the AGC setting. RESOLUTION: Have the user reset the AGC value back to the desired setting. AND the setting being ignored is the TIMEFORMAT setting.
Operational Errors and Status Messages Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Cause/Resolution The telephone displays HTTPS: n Server. CAUSE: The telephone has failed to find the HTTP Server via SSL/TLS connection and proceeds to search for the HTTP Server via standard HTTP connection. RESOLUTION: If network design does not support access to an HTTP Server via SSL/TLS, then this is NOT an error.
Troubleshooting Guidelines Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Cause/Resolution The telephone is stuck on Login Proceeding message. CAUSE: The telephone is unsuccessfully attempting to contact the Call Server. RESOLUTION: Verify that the telephone is configured with correct Call Server IP address If the telephone receives the Call Server address via DHCP, confirm that the DHCP SSON setting is correct - the SSON default is 242, not 176.
Operational Errors and Status Messages Table 2: Operational Error Conditions for Avaya Agent Deskphone 16CC (continued) Condition Cause/Resolution The telephone displays Feature invocation failed when a Contact search is initiated. CAUSE: The telephone cannot search the Contact list because the SES Profile Service Password is not properly administered. RESOLUTION: Access SES to set up the Profile Service Password. For information, see the SES installation documentation applicable to your server.
Troubleshooting Guidelines 52 Avaya Agent Deskphone 16CC Installation and Maintenance Guide
Appendix A: Restart Scenarios Scenarios for the Restart Process The sequence of the restart process depends on the status of the boot and application files. This appendix explains the different scenarios possible. Note: Note: The file names used in this appendix are examples only. Your particular file names are likely to be different. The procedures described in this appendix assume restarts occur during normal telephone operation rather than during telephone startup.
Restart Scenarios 4. Press Back to return to the Craft Local Procedure screen without restarting the telephone. Press Restart to proceed with the registration steps covered in the Dynamic Addressing Process on page 16. A restart does not affect user-specified data and settings like Contacts data or the telephone login and password.
Scenarios for the Restart Process 6. When control is passed to the software that was just loaded, the following messages display: Starting... Updating boot code... DO NOT UNPLUG THE PHONE! This message continues while the new boot code is being written into RAM.
Restart Scenarios 11. Using the list of IP Addresses provided by the DHCP server, the telephone performs a router check and verifies that the router is on the same subnet as the IP Address. The telephone cycles through the gateway IP Addresses with ARPs or pings until it receives a response. 12. The HTTP process starts with an HTTP GET command to the HTTP server.
Scenarios for the Restart Process 19. Upon successful initialization and power-up, SIP IP telephones display the Login screen with the following prompt: Enter Username 20. Enter the User Name/ID assigned to this telephone and press the Enter softkey. 21. Enter the password and press the Enter softkey. The extension is visible during entry but the password displays as asterisks. The telephone contacts PPM (Personal Profile Manager) to get the configuration file.
Restart Scenarios 4. While the IP telephone establishes a TCP connection to the HTTP server, the telephone displays the following message: HTTP:n ipadd where n is the number of the IP Address obtained from the HTTP server and ipadd is the IP Address. 5. The following message displays while the HTTP process is invoked: HTTP: n uri The number increments once per second, until the HTTP server responds. 6.
Scenarios for the Restart Process Latest Boot File and System-Specific Application File Already Loaded This happens with normal resets. 1. The telephone displays: Restarting... 2. The telephone detects and displays the speed of the Ethernet interface in Mbps, that is, 0, 10, or 100. The message No Ethernet displays until the software determines the interface speed. Note: Note: The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC. 3.
Restart Scenarios 60 Avaya Agent Deskphone 16CC Installation and Maintenance Guide
Appendix B: Glossary of Terms Terms Used in This Guide 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. Avaya Agent Deskphone 16CC telephones do not support IEEE 802.1X.
Glossary of Terms HTTPS A secure version of HTTP. IETF Internet Engineering Task Force, the organization that produces standards for communications on the internet. LAN Local Area Network. MAC Media Access Control, ID of an endpoint. PPM Personal Profile Manager, part of the SIP Enablement Services (SES) platform. PPM is responsible for maintaining and managing end users’ personal information in the system.
Appendix C: Related Documentation IETF Documents IETF documents provide standards relevant to IP Telephony and are available for free from the IETF Web site: http://www.ietf.org/rfc.html. ITU Documents Access the ITU Web site for more information about ITU guidelines and documents, available for a fee from the ITU Web site: http://www.itu.int.
Related Documentation 64 Avaya Agent Deskphone 16CC Installation and Maintenance Guide
Index Index A E About This Guide . . . . . . . . . . . . . . ADDR Option . . . . . . . . . . . . . . . . Administrative Options Entering Data for . . . . . . . . . . . . . Local. . . . . . . . . . . . . . . . . . . AGC . . . . . . . . . . . . . . . . . . . . ANSI/IEEE Documents . . . . . . . . . . . . Assembling the Avaya Agent Deskphone 16CC Automatic Gain Control, Disable/Enable . . . . Avaya Agent Deskphone 16CC Assembling the . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . .
Index P U Power Interruption . . . . . . . . . . . . . . Powering the Avaya Agent Deskphone 16CC . Powering the telephone . . . . . . . . . . . Pre-Installation Checklist . . . . . . . . . . . Pre-Installation Checklist for Static Addressing . . . . . . . . . . . . . . . . 42 14 14 10 25 Upgrade Application File . . . . . . . . . . . . . . . . . 57 Boot File . . . . . . . . . . . . . . . . . . . . 54 V VIEW Administrative Option . . . . . . . . . . . . . 36 R Related Documentation . . . . . . . .
