Avaya Agent Deskphone 16CC Administrator's Guide

Avaya Agent Deskphone 16CC Administrator Guide

Release 1.0

January 2008

16-602093

Issue 1

Notice

While reasonable efforts were made to ensure that the infor mation 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, A vaya Legal Page for Hardware Documentation, Document number 03-600759.

To locate this document on our Web site, simply go to

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Software License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAIL ABLE ON T HE AVAYA WEBSITE AT

http://support.avaya.com/LicenseInfo/

YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. “Soft w are” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. “Hardware” means the standard hardware Products, originally sold by Avaya and ultimately utili zed by End User.

License Type(s):

Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other mat erials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through elect roni c mean s established by Avaya specifically for this purpose.

and search for the document number in

(“GENERAL LICENSE TERMS”). IF

Third-party Components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya’s Web site at:

http://support.avaya.com/ThirdPartyLicense/

Interference

Using a cell, mobile, or GSM telephone, or a two-way radio in close proximity to an Avaya IP Telephone might cause interference.

Security

See http://support.avaya.com/security vulnerabilities in Avaya products. See http://support.avaya.com latest software patches and upgrades. For information about secure configuration of equipment and mitigation of toll fraud threats, see the Avaya Toll Fraud and Security Handbook at http://support.avaya.com

to locate and/or report known

to locate the

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Other Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2: Administration Overview and Requirements . . . . . . . . . 13

Avaya Agent Deskphone 16CC Telephones . . . . . . . . . . . . . . . . . . . . . 13

Parameter Data Precedence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

The Administrative Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Administrative Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Environment . . . . 19

Telephone Initialization Process . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Step 1: Telephone to Network . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Step 2: DHCP Server to Telephone. . . . . . . . . . . . . . . . . . . . . . . . 20

Step 3: Telephone and File Server . . . . . . . . . . . . . . . . . . . . . . . . 20

Step 4: Telephone and the SES Server. . . . . . . . . . . . . . . . . . . . . . 21

Error Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3: Network Requirements . . . . . . . . . . . . . . . . . . . . . 23

Network Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Hardware Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

DHCP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

HTTP/HTTPS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Network Time Protocol (NTP) Server. . . . . . . . . . . . . . . . . . . . . . . 25

Required Network Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Other Network Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Registration and Authentication . . . . . . . . . . . . . . . . . . . . . . . . . 26

Reliability and Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

QoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

IEEE 802.1D and 802.1Q. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Network Audio Quality Display . . . . . . . . . . . . . . . . . . . . . . . . . . 27

TCP/UDP Port Utilization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Registration and Authentication . . . . . . . . . . . . . . . . . . . . . . . 31

Issue 1 January 2008 3

Contents

Subscriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 4: Communication Manager Administration . . . . . . . . . . . 33

Call Server Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Switch Compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Communication Manager Administrative Requirements . . . . . . . . . . . . . . 33

System-Level Preparation Tasks . . . . . . . . . . . . . . . . . . . . . . . . . 34

SIP Trunk Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Call Routing Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

IP Interface and Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

UDP Port Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

RSVP and RTCP/SRTCP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

QoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

IEEE 802.1D and 802.1Q. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

DIFFSERV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Voice Mail Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Call Transfer Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Conferencing Call Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Telephone Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

CM/16CC Telephone Configuration Requirements . . . . . . . . . . . . . . . . . 40

Administering Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Station Screen Field Assignments for the 4620SIPCC (16CC) Station Type. . 43

Station Screen Page 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Station Screen Page 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Station Screen Page 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Station Screen Page 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Administering Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Chapter 5: SIP Enablement Services (SES) Administration . . . . . . . 47

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using the Web Browser to Configure SES. . . . . . . . . . . . . . . . . . . . . . 47

Chapter 6: Server Administration . . . . . . . . . . . . . . . . . . . . . 49

Software Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

DHCP and File Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

DHCP Server Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Configuring DHCP for Avaya Agent Deskphone 16CC . . . . . . . . . . . . . 50

DHCP Generic Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

4 Avaya Agent Deskphone 16CC Administrator Guide

Windows NT 4.0 DHCP Server . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Verifying the Installation of the DHCP Server . . . . . . . . . . . . . . . . 55

Creating a DHCP Scope for the IP Telephones . . . . . . . . . . . . . . . 56

Editing Custom Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Adding the DHCP Option . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Activating the Leases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Verifying Your Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 58

Windows 2000 DHCP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Verifying the Installation of the DHCP Server . . . . . . . . . . . . . . . . 59

Adding DHCP Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Activating the New Scope. . . . . . . . . . . . . . . . . . . . . . . . . . . 61

HTTP Generic Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Chapter 7: Telephone Software and Binary Files . . . . . . . . . . . . . 63

General Download Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files. . . . . . . . 64

Choosing the Right Binary File and Upgrade Script File . . . . . . . . . . . . 64

Upgrade Script File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Settings File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Contents of the Settings File . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

The GROUP System Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Contents

Chapter 8: Administering Telephone Options . . . . . . . . . . . . . . . 69

Administering Options for Avaya Agent Deskphone 16CC Telephones . . . . . . 69

VLAN Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

VLAN Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

VLAN Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

VLAN Default Value and Priority Tagging . . . . . . . . . . . . . . . . . . . . 84

VLAN Separation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

DNS Addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Local Administrative (Craft) Options Using the Telephone Dialpad . . . . . . . . 86

Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Enhanced Local Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Enhanced Local Dialing Requirements . . . . . . . . . . . . . . . . . . . . . 89

Agent Confirmation Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Chapter 9: Administering Applications and Options . . . . . . . . . . . 93

Customizing Telephone Applications and Options . . . . . . . . . . . . . . . . . 93

Issue 1 January 2008 5

Contents

Backup/Restore of User Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Appendix A: Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . 95

Appendix B: Related Documentation . . . . . . . . . . . . . . . . . . . 99

Avaya Call Center 5.0 Documentation . . . . . . . . . . . . . . . . . . . . . . 99

IETF Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

ITU Documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

ISO/IEC, ANSI/IEEE Documents . . . . . . . . . . . . . . . . . . . . . . . . . 99

Appendix C: Sample Station Forms and Other Screens . . . . . . . . . 101

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

6 Avaya Agent Deskphone 16CC Administrator Guide

Chapter 1: Introduction

About This Guide

This guide is for personnel who administer Avaya Call Center 5.0 or any component thereof

including Avaya Communication Manager, SIP Enablement Services (SES), DHCP, HTTP/

HTTPS servers for use by and with Avaya Agent Deskphone 16CC telephones, a Local Area

Network (LAN) or a Network Time server.

An Avaya Agent Deskphone 16CC telephone uses Internet Protocol (IP) technology with

Ethernet line interfaces and supports the SIP protocol only. Avaya Agent Deskphone 16CC

telephones provide support for DHCP, HTTP, and HTTPS over IPv4/UDP, which enhance the

administration and servicing of the telephones. These telephones use DHCP to obtain dynamic

IP Addresses, and HTTPS or HTTP to download new versions of software or customized

settings for the telephones.

Important:

Important: This document does not cover call center administration per se, although

Chapters 4, 5, and 6 provide some information about what is required. Full documentation for a SIP call center solution is available on the Avaya support Web site, www.avaya.com/support document titled Getting Started with Avaya Call Center 5.0 and Avaya Agent Deskphone 16CC provides an overview of related tasks and documentation.

under Agent Deskphone 16CC. The

Avaya does not provide product support for many of the products mentioned in this document. Take care to ensure that there is adequate technical support available for servers used with any Avaya telephone system. If the servers are not functioning correctly, the telephones might not operate correctly.

Issue 1 January 2008 7

Introduction

Major Differences Between A vaya Agent Deskphone 16CC and H.323 Telephones in a Call Center

Review this section if your administrative environment includes both SIP and H.323 signaling

protocol telephones in your call center. In this section, the phrase "Avaya SIP IP telephone" is

used interchangeably with "Avaya Agent Deskphone 16CC."

General IP Telephony - Two major protocols handle Voice over IP (VoIP) signaling, Session

Initiation Protocol (SIP) and H.323. The two protocols provide connection control and call

progress signaling, but in very different ways. These protocols can be used simultaneously over

the same network, but in general, no endpoint supports both p rotocols at the same time. Neither

protocol is necessarily superior, but each offers some unique advantages. SIP telephones, for

example, do not require centralized call servers, and can route telephone calls when a URL

identifies the destination. H.323 telephones leverage the call server’s presence into the

potential availability of hundreds of telephone-related features that a standalone SIP telephone

cannot provide.

Signaling - H.323 call center telephones ship from the factory with H.323 signaling. To use the

SIP protocol, applicable H.323 telephones must be appropriately converted and configured.

Avaya Agent Deskphone 16CC telephones ship from the factory with SIP signaling, requiring no

subsequent conversion.

Avaya Communication Manager Release - 16CC telephones are supported only by

Communication Manager Release 5.0 and greater. Communication Manager Release 3.0 and

up supports 9600 Series IP Telephones (H.323). SIP telephones use Avaya OPS (Outboard

Proxy SIP) features on the "trunk" side of Avaya Communication Manager whereas the H.323

(IP) telephones are supported on the "line" side of the Communication Manager.

Required Servers - Avaya Agent Deskphone 16CC telephones use two [additional] servers

that H.323 telephones do not:

- SIP Proxy server - provided by the SIP Enablement Services (SES) software, and

- Network Time server - which controls time-related parameters.

These servers are not necessarily separate hardware units.

Features & Functions supported by H.323 9600 Series IP Telephones, Not

SIP:

This first release of the Avaya Agent Deskphone 16CC does not support the following, non-call

center-related features:

- Link Layer Discovery Protocol (LLDP)

- GigE (Gigabit Ethernet)

- Calltype Digit Conversion

- IEEE 802.1X

- Remote Ping & Trace Route

- Web browser

- SBM24 Expansion Modules

Supported by

8 Avaya Agent Deskphone 16CC Administrator Guide

Issue Date

Backup/Restore - H.323 call center telephones use HTTP to store backup files. Avaya Agent

Deskphone 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. SIP 9600 Series IP Telephones, Avaya Agent

Deskphone 16CC telephones, and H.323 9600 Series IP Telephones (and 4600 Series IP

Telephones) use the same settings file. Some of the same system parameters are used,

however, numerous SIP-specific parameters support SIP operation only.

Language Support - This first release of the 16CC telephone supports fewer languages than

H.323 telephones. SIP Release 1.0 supports: Canadian French, Parisian French, Latin

American Span ish, German, Brazilian Portug uese and English . SI P does no t support the La rge

Text Font for any language. Further, all SIP language files have .xml file extensions where

H.323 language files have .txt file extensions.

SNMP & MIBs - Although both 16CC and H.323 telephones support SNMP v2c and have

custom Management Information Bases (MIBs), the MIBs are formatted somewhat differently.

RSVP & VMON - Avaya SIP IP telephones do not use RSVP (Resource ReSerVation Protocol)

or Avaya Voice over IP (VoIP) Monitoring Manager (VMON) software to provide real-time

monitoring and historical data of audio quality for VoIP calls. 9600 Series IP Te lephones use

both RSVP and VMON.

QoS - Unlike H.323 telephones, Avaya Agent Deskphone 16CC telephones do not use Avaya

Communication Manager to set Quality of Service (QoS). The Avaya SIP IP telephones use the

parameters L2QAUD, L2QSIG, DSCPAUD, and DSCPSIG (described in Table 9:

Deskphone 16CC Customizeable System Parameters).

NAT - The 16CC does not support Network Address Translation (NAT); 9600 Series IP (H.323)

Telephones do support NAT.

Issue Date

This is the first release of this document, issued for the first time in January, 2008.

Avaya Agent

Issue 1 January 2008 9

Introduction

Document Organization

The guide contains the following sections:

Chapter 1:

Chapter 2: Administration

Overview and Requirements

Chapter 3:

Requirements

Chapter 4: Communication

Manager Administration

Chapter 5: SIP Enablement

Services (SES) Administration

Chapter 6: Server AdministrationDescribes DHCP and HTTP/HTTPS administration for Avaya

Chapter 7:

and Binary Files

Chapter 8: Administering

Telephone Options

Introduction Provides an overview of this document.

Provides an overview of the administrative process and describes general hardware, software, and operational requirements.

Network

Telephone Software

Describes administrative requirements for your Local Area Network.

Describes how to administer Avaya Communication Manager to operate with Avaya Agent Deskphone 16CC telephones.

Covers SIP Enablement Services (SES) configuration for Avaya Agent Deskphone 16CC telephones.

Agent Deskphone 16CC telephones. Describes telephone software, covers application software

downloads, and provides information about the configuration file.

Describes how to use file parameters and options to administer Avaya Agent Deskphone 16CC telephones. Covers backup and restoration of telephone data. Also describes how to use local procedures to customize a single telephone from the dialpad.

Chapter 9:

Applications and Options

Appendix A: Glossary of Terms Provides a glossary of terms used in this document or which

Appendix B: Related

Documentation

Appendix C: Sample Station

Forms and Other Screens

10 Avaya Agent Deskphone 16CC Administrator Guide

Administering

Describes customizeable application-specific parameters, to provide administrative control of telephone functions and options.

can be applicable to Avaya Agent Deskphone 16CC telephones.

Provides references to Web sites with external document s that relate to telephony in general, and can provide additional information about specific aspects of the telephones.

Provides examples of Avaya Communication Manager forms related to system wide and individual telephone administration.

Avaya Agent Deskphone 16CC Telephones

The Avaya Agent Deskphone 16CC telephones support the SIP signaling protocol only. Avaya SIP Telephony architecture consists of:

● Avaya Communication Manager (CM), the feature server

● Gateways (also implemented via CM)

● A SES (SIP Enablement Server) which implements the Proxy, Registrar, Event Server,

Personal Profile Manager (PPM), System Management Service (SMS), and Location Service components for SIP support

SIP was developed by the IETF. Like H.323, SIP provides for real time audio, video, and data communications transmission over a packet network. SIP uses various messages, or methods, to provide:

● Registration (REGISTER),

● Call signaling (INVITE, BYE)

● Control signaling (SUBSCRIBE, NOTIFY)

The Avaya Agent Deskphone 16CC supports Media Encryption (SR TP) and uses built-in A vaya SIP Certificates for trust management. Trust management involves downloadin g certificates for additional trusted Certificate Authorities (CA) and the policy management of those CAs. Identity management is handled by Simple Certificate Enrollment Protocol (SCEP) with phone certificates and private keys.

The Avaya Agent Deskphone 16CC telephones are factory-loaded with SIP software, but obta in additional data as part of initial script file administration and initialization during installation. For more information, see Chapter 2 in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide. Post-installation, software upgrades automatically download using the proper signaling protocol. For more information, see Chapter 4 in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Issue 1 January 2008 13

Administration Overview and Requirements

The parameters under which the Avaya Agent Deskph one 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:

● Administration on SIP Enablement Services (SES), as covered in Chapter 5: SIP

Communication Manager Administration.

Enablement Services (SES) Administration.

● IP Address management for the telephone, as covered in Chapter 6: Server

Administration for dynamic addressing. For static addressing, see the Avaya Agent

Deskphone 16CC Installation and Maintenance Guide.

● Tagging Control and VLAN administration for the telephone, if appropriate, as covered in

Chapter 8:

● Quality of Service (QoS) administration for the telephone, if appropriate. QoS is covered in

QoS

● Protocol administration, for example, Simple Network Management Control (SNMP).

● Interface administration for the telephone, as appropriate. Administer the telephone to

Administering Telephone Options.

on page 27 and QoS on page 36.

LAN interface using the PHY1 parameter described in Chapter 3: Administer the telephone to PC interface using the PHY2 parameter described in “Interface Control” in the Avaya Agent Deskphone 16CC Installation and Maintenance

Guide.

Network Requirements.

● Application-specific telephone administration, if appropriate, as described in Chapter

8: Administering Telephone Options.

Table 1

indicates that you can administer system parameters in a variety of ways and use a

variety of administrative mechanisms like:

● Maintaining the information on the call server.

● Manually entering the information by means of the telephone dialpad.

● Administering the DHCP server.

● Editing the configuration file on the applicable HTTP or HTTPS file server.

● User modification of certain parameters, when given administrative permission to do so.

Note:

Note: Not all parameters can be administered on all administrative mechanisms.

14 Avaya Agent Deskphone 16CC Administrator Guide

Avaya Agent Deskphone 16CC Telephones

Table 1: Administration Alternatives and Options for Avaya Agent Deskphone 16CC Telephones

Administrative

Parameter(s)

Mechanisms

For More Information See:

Telephone Administration

Avaya Communication Manager and SES

IP Addresses DHCP

(strongly recommended)

Settings file Chapter 7: Telephone Software and Binary Files and

Manual administration at the telephone

Tagging and

DHCP DHCP Server Administration

VLAN

Settings file (strongly recommended)

Manual administration at the telephone

Network Time Server (NTS)

DHCP Settings file

Chapter 4: Chapter 6:

Communication Manager Administration, Server Administration, and Appendix

B: Related Documentation. DHCP and File Servers on page 49, and especially

DHCP Server Administration

on page 50.

Chapter 8: Administering Telephone Options.

“Static Addressing Installation” in the Avaya Agent

Deskphone 16CC Installation and Maintenance Guide.

on page 50, and

Chapter 8: DHCP and File Servers

Administering Telephone Options.

on page 49 and

Chapter 8: Administering Telephone Options.

“Static Addressing Installation” in the Avaya Agent

Deskphone 16CC Installation and Maintenance Guide.

DHCP Server Administration on page 50 and Network Time Protocol (NTP) Server

on page 25.

Quality of

Settings file Chapter 8:

Administering Telephone Options.

Service Interface DHCP DHCP and File Servers on page 49, and Chapter

7: Telephone Software and Binary Files.

Settings file (strongly

DHCP and File Servers on page 49, and Chapter 7: Telephone Software and Binary Files.

recommended) Manual administration

at the telephone

“Secondary Ethernet Interface Enable/Disable” in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Application specific parameters

DHCP DHCP and File Servers

DHCP Server Administration

Administering Telephone Options.

on page 62. Also,

Settings file (strongly recommended)

Chapter 8: DHCP and File Servers

HTTP Generic Setup Chapter 8: Administering Telephone Options.

on page 49, and especially

on page 50. Also,

on page 49, and especially

Issue 1 January 2008 15

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 specifically, HTTP Generic Setup telephone options as described in Chapter 8:

. Once you are familiar with that material, you can administer

Parameter Data Precedence

If a system parameter is set or changed using multiple administrative mechanisms, the last server/mechanism to provide the parameter has precedence. For example, if the telephone’ s IP Address is set through DHCP but is changed using the ADDR local dialpad Craft procedure, the IP Address set by the local procedure takes precedence.

The precedence, from lowest to highest, is:

1. DHCP,

2. Settings file,

, and more

Administering Telephone Options.

3. Personal Profile Manager (PPM),

Note:

Note: Exception: In the case of the parameter SIPDOMAIN, the settings file has a

higher precedence than PPM.

4. Manual administration at the telephone, unless the system parameter USE_DHCP is set to 1 (Get IP Address automatically by DHCP), or backup file data obtained through PPM.

The Administrative Process

The following list depicts administration for a typical Avaya Agent Deskphone 16CC/call center network. Your own configuration might differ depending on the servers and system you have in place.

1. Avaya Communication Manager (5.0 or greater) administered for Avaya Agent Deskphone 16CC telephones.

2. SES (SIP Enablement Services) (5.0 or greater) administered for Avaya Agent Deskphone 16CC telephones.

3. Call Center administration as applicable, for example, Automated Call Distribution (ACD) and Expert Agent Selection (EAS).

4. LAN and applicable servers (file servers, Network Time server) administered to accept the telephones.

16 Avaya Agent Deskphone 16CC Administrator Guide

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. For more information, see “Local Administrative Procedures” in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Administrative Checklist

Use the following checklist as a guide to system and LAN administrator responsibilities. This high-level list helps ensure that all telephone system prerequisites and requirements are met prior to telephone installation.

Note:

Note: One person might function as both the system administrator and the LAN

administrator in some environments.

The Administrative Process

Table 2: Administrative Checklist

Task Description For More Information See:

Network Requirements Assessment

Determine that network hardware is in place and can handle telephone

Chapter 3: Requirements.

Network

system requirements.

Administer Avaya Communication Manager

Verify that the call server is licensed and is administered for Vo ice over IP (VoIP).

Verify that Avaya Call Center 5.0/CM

Chapter 4: Communication Manager Administration.

TBD (To be determined)

administration is complete.

Communication

Administer the Proxy Server

Verify the individual telephones are administered as desired.

Administer for SIP Enablement Services (SES).

Administer for Avaya Call Center 5.0.

Chapter 4: Manager Administration.

Installing and Administering SIP Enablement Services

(03-600768), available on the Avaya support Web site,

http://www.avaya.com/support.

DHCP server installation

Install a DHCP application on at least one new or existing PC on the LAN.

Vendor-provided instructions.

1 of 2

Issue 1 January 2008 17

Administration Overview and Requirements

Table 2: Administrative Checklist (continued)

Task Description For More Information See:

Administer DHCP application

Administer Network Time Server

HTTP/HTTPS server installation

Add IP telephone administration to DHCP application.

Set value(s) for Simple Network Time Protocol (SNTP)

Install an HTTP/HTTPS application on at least one new or existing PC on the LAN.

T elephone binary file(s), script file, and settings file installation on

Download the Avaya Agent Deskphone 16CC files from the Avaya technical support site.

HTTP/HTTPS server Modify the settings file Create/edit the settings file for your

specific call center and 16CC telephone system needs using your own tools.

Administer telephones

As a Group: The GROUP System Value on

locally as applicable

Individually: The applicable Craft Local

DHCP Server Administration in Chapter 6:

Server

Administration.

Option 42 under DHCP Generic

Setup.

Vendor-provided instructions.

http://www.avaya.com/support Chapter 7: Telephone Software

and Binary Files. Chapter 7:

Telephone Software

and Binary Files.

page 68 and the Avaya Agent

Deskphone 16CC Installation and Maintenance Guide.

Procedures in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Installation of telephones in the network

Allow user to modify Options, if applicable

Avaya Call Center 5.0 administration

Set the following parameters in the settings file:

CALL_LOG_ACTIVE ENABLE_CALL_LOG ENABLE_CONTACTS ENABLE_MODIFY_CONTACTS ENABLE_REDIAL ENABLE_REDIAL_LIST PROVIDE_OPTIONS_SCREEN PROVIDE_NETWORKINFO_SCREEN PROVIDE_LOGOUT

PROCSTAT Verify all components are properly

administered.

Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters.

Avaya Call Center Release 5.0 System Administration Guide.

2 of 2

18 Avaya Agent Deskphone 16CC Administrator Guide

Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Environment

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. After a short initialization process, the telephone identifies the LAN speed and sends a message out into the network, identifying itself and requesting further information. A router on the network re ceives and relays this message to the appropriate DHCP server.

Step 2: DHCP Server to Telephone

The DHCP server provides information to the telephone, as described in DHCP and File

Servers on page 49. Among other data passed to the telephone is the IP Address of the HTTP

or HTTPS server.

Step 3: Telephone and File Server

The Avaya Agent Deskphone 16CC can download script files, binary files, and settings files from either an HTTP or HTTPS server. The telephone queries the file server, which transmits a script file to the telephone. This script file, at a minimum, tells the telephone which binary file the telephone must use. The binary file is the software that has the telephony functionality.

The telephone uses the script file to determine if it has the proper binary file. If the telephone determines the proper binary file is missing, the telephone requests a binary file d ownload from the file server . The file server the n downloads the file and condu ct s some checks to ensure tha t the file was downloaded properly. If the telephone determines it already has the proper file, the telephone proceeds as described in the next paragraph without downloading the binary file again.

The telephone checks and loads the binary file, then uses the script file to look for a settin gs file. The settings file can contain settings you have administered for any or all of the 16CC telephones in your call center/network. For more information about this download process and settings file, see Chapter 7:

Telephone Software and Binary Files.

20 Avaya Agent Deskphone 16CC Administrator Guide

Step 4: Telephone and the SES Server

In this step, the telephone might prompt the user for an extension and password. The telephone uses that information to exchange a series of messages with SIP Enablement Services (SES), which in turn communicates with Avaya Communication Manager (CM). For a new installation and for full service, the user can enter the telephone extension and the SES password. For a restart of an existing installation, this information is already stored on the telephone, but the user might have to confirm the information. The telephone and SES and SES and CM exchange more messaging. The expected result is that the telephone is appropriately registered and CM call server data such as feature button assignments are downloaded.

For more information about the installation process, see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Error Conditions

Assuming proper administration, most of the problems reported by telephone users are likely to be LAN-based. Quality of Service, server administration, and other issues can impact user perception of telephone performance.

Error Conditions

The Avaya Agent Deskphone 16CC Installation and Maintenance Guide covers possible operational problems that might be encountered after successful 16CC installation. The User Guide contains guidance for users having problems with specific IP telephone applications.

Issue 1 January 2008 21

Administration Overview and 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. For more information, see

Appendix B:

and DSCPSIG in Table 9:

Related Documentation and the QoS parameters L2QAUD, L2QSIG, DSCPAUD,

Avaya Agent Deskphone 16CC Customizeable System Parameters.

Hardware Requirements

To operate properly, you need:

● Category 5e cables designed to the IEEE 802.3af-2003 standard, for LAN powering,

● TN2602 IP Media Processor circuit pack, for Av aya Communication Manager (CM). Sites

with a TN2302 IP Media Processor circuit pack are strongly encouraged to install a TN2602 circuit pack.

● TN799C or D Control-LAN (C-LAN) circuit pack.

Important:

Important: Avaya IP and SIP telephone firmware requires TN799C V3 or greater C-LAN

circuit pack(s). For more information, see the Communication Manager Software and Firmware Compatibility Matrix on the Avaya support Web site

http://www.avaya.com/support

To ensure that the appropriate circuit pack(s) are administered on your Communication Manager call server, see Chapter 4: information about hardware requirements in general, see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Communication Manager Administration. For more

Issue 1 January 2008 23

Network Requirements

Server Requirements

Four server types can be configured for Avaya Agent Deskphone 16CC telephones:

● DHCP server

● HTTP or HTTPS server

● SIP Proxy or Registration server

● Network Time Protocol server for SNTP

Note:

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. Avaya Communication Manager (CM) is considered a “feature server” behind SES that provides Outboard Proxy SIP (OPS) and advanced SIP telephone features.

While the servers listed provide different functions that relate to the Avaya Agent Deskphone 16CC, they are not necessarily different boxes. For example, DHCP provides network information whereas HTTP provides configuration and binary file management, yet both functions can co-exist on one hardware unit. Any standards-based server is recommended.

For parameters related to Avaya Communication Manager information, see Chapter

4: Communication Manager Administration. For parameters related to DHCP and file servers,

see Chapter 6:

Important: The telephones obtain important information from the script files on the server(s)

Server Administration.

Important:

and depend on the binary file for software upgrades. If these servers are unavailable, the telephones will not work and you will need to reset the telephone(s) when the file server is available.

DHCP Server

Avaya recommends that a DHCP server and application be installed and that static addressing be avoided. Install the DHCP server and application as described in DHCP and File Servers page 49.

HTTP/HTTPS Server

Administer the HTTP or HTTPS file server and application as described in HTTP Generic

Setup on page 62.

24 Avaya Agent Deskphone 16CC Administrator Guide

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

configuration, complete Table 3 The Avaya Agent Deskphone 16CC telephones support specifying a list of IP Addresses for a

gateway/router and the HTTP/HTTPS server. Each list can contain up to 255 total ASCII characters, with IP Addresses separated by commas with no intervening sp aces. Depending on the specific DHCP application, only 127 characters might be supported.

. If you have more than one router, HTTP/TLS server, and subnetwork mask in your

for each DHCP server.

Required Network Information

When specifying IP Addresses for the file server, use either dotted decimal format (“xxx.xxx.xxx.xxx”) or DNS names. If you use DNS, the system value DOMAIN is appended to the IP Addresses you specify. If DOMAIN is null, the DNS names must be fully qualified, in accordance with IETF RFCs 1034 and 1035. For more information about DNS, see DHCP

Generic Setup on page 52 and DNS Addressing on page 86.

Table 3: Required Network Information Before Installation - Per DHCP Server

1. Gateway (router) IP Address(es)

2. HTTP server IP Address(es)

3. Subnetwork mask

4. HTTP server file path (HTTPDIR)

5. Telephone IP Address range

From: To:

6. DNS server address(es) If applicable.

7. HTTPS server address(es) If applicable.

The default file server file path is the “root” directory used for al l tra nsfe r s by the server. All files are uploaded to or downloaded from this default directory. In configurations where the upgrade script and binary files are in the default directory, do not use item 4 in Table 3

As the LAN or System Administrator, you are also responsible for:

● Administering the DHCP server as described in Chapter 6: Server Administration.

● Editing the configuration file on the applicable HTTP or HTTPS file server, as covered in

Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files

Issue 1 January 2008 25

Network 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. You can also customize your community string with system values SNMPADD and SNMPSTRING, respectively. For more information, see Chapter 6:

Agent Deskphone 16CC Customizeable System Parameters.

Note:

Note: SNMP is disabled by default. Administrators must initiate SNMP by setting the

SNMPADD and SNMPSTRING system values appropriately.

Server Administration and Table 9: Avaya

For more information about SNMP and MIBs in a SIP environment, see Installing and Administering SIP Enablement Services (Document Number 03-600768). For general information about SNMP and MIB, see the IETF Web site listed in Appendix B:

Documentation. The Avaya Custom MIB for the telephones is available for download in *.txt

format on the Avaya support Web site at http://www.avaya.com/support

Registration and Authentication

An Avaya Agent Deskphone 16CC requires an Outboard Proxy SIP (OPS) extension on Avaya Communication Manager and a login and password on the SES Server to register and authenticate it. Registration is described in the Initialization process, in Step 4: Telephone and

the SES Server on page 21. For further information, see Installing and Administering SIP

Enablement Services (Document Number 03-600768), available on the Avaya support Web site, h

ttp://www.avaya.com/support.

Reliability and Performance

All 16CC telephones respond to a ping or traceroute message sent from Avaya Communication Manager or any other network source. The telephones do not originate a ping or traceroute.

If applicable, the telephones test whether the network Ethernet switch port supports IEEE

802.1D/q tagged frames by ARPing the router with a tagged frame. For more information, see

VLAN Considerations

your router must respond to ARPs for VLAN tagging to work properly.

on page 82. If your LAN environment includes Virtual LANs (VLANs),

26 Avaya Agent Deskphone 16CC Administrator Guide

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 for 16CC telephones.

All telephones provide some detail about network audio quality. For more information see,

Network Audio Quality Display

IEEE 802.1D and 802.1Q

For more information about IEEE 802.1D and IEEE 802.1Q and the Avaya Agent Deskphone 16CC telephones, see IEEE 802.1D and 802.1Q page 82. Three bits of the 802.1Q tag are reserved for identifying packet priority to allow any one of eight priorities to be assigned to a specific packet.

● 7: Network management traffic

● 6: Voice traffic with less than 10ms latency

● 5: Voice traffic with less than 100ms latency

● 4: “Controlled-load” traffic for critical data applications

● 3: Traffic meriting “extra-effort” by the network for prompt delivery, for example, executive

e-mail

● 2: Reserved for future use

● 0: The default priority for traffic meriting the “best-ef fort” for prompt delivery of the network.

● 1: Background traffic such as bulk data transfers and backups

Other Network Considerations

on page 36 for QoS implications

on page 27.

on page 36 and VLAN Considerations on

Note:

Note: Priority 0 is a higher priority than Priority 1.

Network Audio Quality Display

Users can monitor network audio performance while on a call. For more information, see the telephone user guide.

While on a call, the telephones display network audio quality parameters in real-time, as shown in Table 4

Issue 1 January 2008 27

Network 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 packet s are

Packetization Delay No data or an integer number of milliseconds. The number

One-way Network Delay No data or an integer number of milliseconds. The number is

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.

reflects the amount of delay in received audio packets, and includes any potential delay associated with the codec.

one-half the value RTCP or SR TCP computes for the round-trip delay.

Network Jitter Compensation Delay

The implication for LAN administration depends on the values the user reports and the specific nature of your LAN, like topology, loading, and QoS administration. This information gives the user an idea of how network conditions affect the audio quality of the current call. Avaya assumes you have more detailed tools available for LAN troubleshooting.

TCP/UDP Port Utilization

The Avaya Agent Deskphone 16CC uses a variety of protocols, particularly TCP, UDP, and TLS to communicate with other equipment in the network. Part of this communication identifies which TCP or UDP or TLS ports each piece of equipment uses to support each protocol and each task within the protocol. For additional TCP/UDP port utilization information as it applies to Avaya Communication Manager, see UDP Port Selection TLS, see Security

Depending on your network, you might need to know what ports or ranges are used in the operation of Avaya Agent Deskphone 16CC telephones. Knowing these ports or ranges helps you administer your networking infrastructure.

In Figure 2

and Figure 3:

on page 31.

No data or an integer number of milliseconds reporting the average delay introduced by the jitter buffer of the telephone.

on page 36. For more information on

● The box on the left always represents the Avaya Agent Deskphone 16CC telephone.

● Depending on the diagram, the boxes on the right refer to various pieces of network

equipment with which the telephone can communicate.

● Open-headed arrows (for example, ) represent the direction(s) of socket

initialization.

● Closed-headed arrows (for example, ) represent the

direction(s) of data transfer.

28 Avaya Agent Deskphone 16CC Administrator Guide

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.

For more information about parameters and settings, see Administering Telephone

Options.

Figure 2: Signaling, Audio and Management Diagram

Signaling, Audio and Management

Avaya Agent Deskphone 16CC

SIPPORT:5060

SIP_PORT_SECURE:5061

PORTAUD range

Port: audio port +/- 1

(only active during a call

if RTCP/SRTCP is

enabled)

Port: 161

SIP (UDP or TCP/IP)

SIPS (TLS/IP)

SIP Registrar/Proxy

Port:5060 Port: 5061

CM Call Server or another IP endpoint

RTP/SRTP Audio (UDP/IP)

FEPORT range

RTCP/SRTCP (UDP/IP)

Port: audio port +/- 1

SNMP MIB Viewer

SNMP (UDP/IP)

Port depends on MIB viewer admin

Port: [Operating System

selected]

Syslog Transmission (UDP/IP)

Port: [514]

Issue 1 January 2008 29

Network Requirements

Figure 3: Initialization and Address Resolution Diagram

Initialization and Address Resolution

16CC Telephone

Port: [1024 - 5000]

Operating System

–selected (a new port is

used for each file

requested)

Port: [Operating

system-selected]

Port: 68

HTTPS Read Request (TCP/IP)

HTTPS Data, ACKs & Errors (TCP/IP)

DHCP (TCP/IP)

SNTP

DHCP Server

Port: 67

HTTPS Server

Port:443 (Configured using TLSPORT)

Port: Operating System – selected (a new port is used for each file)

NTP Server

Port: 123

Port: [Operating System

–selected (a new port is

used for each file

requested)]

DNS(UDP/IP)

DNS Server

Port: 53

30 Avaya Agent Deskphone 16CC Administrator Guide

+ 88 hidden pages