Avaya Agent Deskphone 16CC Administrator's Guide

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Page 1

Avaya Agent Deskphone 16CC Administrator Guide

Release 1.0

January 2008

16-602093

Issue 1

Page 2

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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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

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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

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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

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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

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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

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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

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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.

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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

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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

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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.

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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.

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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

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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

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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

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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

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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

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

Figure 1: Avaya Agent Deskphone 16CC in the SIP Call Center Solution

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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.

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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.

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Administration Overview and Requirements

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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

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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.

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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

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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

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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

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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.

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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]

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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

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Security

For information about toll fraud, see the respective call server documents on the Ava ya 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). This mechanism allows the telephone to establish a secure connection to an HTTPS server, in which the upgrade and settings file can reside. This setup adds security over another alternative. The telephone files downloaded during initialization or upgrade are digitally signed, so TLS is not required for this type of file security.

You also have a variety of optional capabilities to restrict or remove how crucial network information is displayed or used. These capabilities are covered in more detail in

Chapter 6:

● Depending on the SIGSIGNAL parameter, supporting signaling channel encryption while

Other Network Considerations

Server Administration and include:

registering, and when registered, with appropriately administered Avaya Communication Manager.

● Restricting the response of the 16CC to SNMP queries to only IP Addresses on a list you

specify.

● Specifying an SNMP community string for all SNMP messages the telephone sends.

● Restricting dialpad access to Local Administrative (Craft) Procedures, such as specifying

IP Addresses, with a password.

● Restricting dialpad access to Craft Local Procedures to experienced installers and

technicians.

● Restricting the end user’s ability to use a telephone Options application to view network

data.

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. For more information, see the current version of your call server administration manual.

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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.)

● Avaya-cm-feature-status event (if the ENABLE_AVAYA_ENVIRONMENT parameter is 1.)

● Dialog event (if the ENABLE_AVAYA_ENVIRONMENT parameter is 1.)

The initial SUBSCRIBE messages are sent with an “expires” value set by the OUTBOUND_SUBSCRIPTION_REQUEST_DURATION parameter. This value might be lowered by the server, depending on the server configuration.

Note:

Note: The Avaya Agent Deskphone 16CC does not support presence, and rejects any

subscription to the presence event.

After a successful EAS Agent login, the telephone subscribes to the agent status event package. The following event package parameters received in a NOTIFY message are passed to the UI for potential processing:

1. agentEntity

2. nativeEntity

3. currentModeInfo

4. pendingModeInfo

5. errorResponseCode

6. directAgentCallQueued

7. skills

8. messageWaiting

9. logoutReasonInfo

10. auxReasonInfo

11. autoAnswer

Subscriptions are refreshed in accordance with RFC 3265, Section 3.1.4.2.

32 Avaya Agent Deskphone 16CC Administrator Guide

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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. Avaya recommends:

● the latest CM software,

● the latest SIP telephone firmware.

Switch Compatibility

The Avaya Agent Deskphone 16CC is supported by Avaya Communication Manager (CM) Release 5.0 and later, as a station type “4620SIPCC.” Administrators will use the 4620SIPCC station screen forms along with the AST OPTIM off-PBX telephone integration screen (“ops” type only) in the same manner as other SIP telephones.

Note:

Note: Multiple assignments such as OPS + EC500 is not supported in this Avaya Agent

Deskphone 16CC release.

For specific administration instructions about CM/16CC telephones, see Administering

Stations on page 43.

Communication Manager Administrative Requirements

There are several initial CM provisioning tasks that must be performed before administering SIP users. These tasks are described in SIP Support in Release 4.0 of Av aya Communication Manager Running on the Avaya S8300, S8500, S8500B, S8700, and S8710 Media Server (Document Number 555-245-206). The tasks administer Communication Manager for SIP Enablement Services (SES) and fall into three categories:

● system-level preparation,

● SIP trunk administration, and

● call routing administration

The sections that follow describe each of these tasks.

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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.

● Setting the OPS SIP station capacity on the System Parameters Cu stomer Options screen

page 1.

● Setting the IP Node name for SES on the IP Node Names screen.

● Entering the IP Address and host name for the administered SES server on the IP Address

Mapping screen.

● Setting the Authoritative Domain on the IP Network Region screen.

● Setting the intra- and inter-region IP-IP Direct Audio to yes on the IP Network Region

screen.

● Setting the Signaling Group on the Signaling Group screen page 1.

● Setting the License file ISDN/SIP Network Call Redirection field, if applicable.

● Setting the new SIP feature options page "Type of 3PCC Enabled” field appropriately.

● Setting the new license file set customer option “Logged-In SIP EAS Agents” to limit the

number of EAS agents who can log in simultaneously using the 16CC. This value limits th e number of simultaneous SIP Call Center endpoints for performance reasons.

● Changing system-parameters features to set “Expert Agent Selection (EAS) Enabled?” to

“y” (Yes). Define other required options including setting “Minimum Agent-LoginID Password Length:” to other than 0 if password entry is required.

● Adding an agent-loginID xxxxx to assign the agent options and features (including

password if needed) as normal.

● Setting up the Avaya Agent Deskphone 16CC station as type = 4620SIPCC and defining

the following as appropriate:

- defining appropriate station options for the 16CC telephone,

- defining work buttons (Auto-In and/or Manual-In, Aux Work, ACW),

- defining call appearance/feature buttons,

- setting auto-answer mode if to be defined by telephone rather than by the Login ID, etc.

● add off-pbx-telephone station-mapping.

34 Avaya Agent Deskphone 16CC Administrator Guide

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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.

● Changing the SIP trunk group Service Provider Network Call Redirection? field on the

Protocol V ariations p age to "y" (Yes) to allow network call redirection (the default is No) for multi-site call centers.

● Changing the Send T ransferring Party Information? field on the Protocol Variations page to

"y" (Yes) to make sending transferring party information optional (the default is No).

● Setting UUI (User to User Information) Treatment on the Trunk Group for multi-site call

centers if applicable.

Communication Manager Administrative Requirements

Call Routing Administration

Call routing administration includes:

● Administering Feature Access Codes (FACs) on the Feature Access Code screen.

● Administering the ARS Digit Analysis Table on the ARS Digit Analysis Table screen.

● Administering the Route Pattern on the Route Pattern screen.

● Adding the Route Pattern to the Numbering - Public/Unknown Numbering screen.

● Administering the Proxy Selection Route Pattern on the Locations screen.

● Allowing the system to identify the location of a caller who dials a 911 emergency call from

a SIP endpoint on the IP Network Map screen.

The Administrator Guide for Avaya Communication Manager (Document Number 03-300509) provides detailed instructions for administering an IP telephone system on Avaya Communication Manager . See Chapter 3 “Managing Telephones,” which describes the process of adding new telephones. Also, you can locate pertinent screen illustrations and field descriptions in Chapter 19 “Screen References” of that guide. You can find this document on the Avaya support Web site.

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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.

UDP Port Selection

The Avaya Agent Deskphone 16CC telephones use the next available, even-numbered port, selected from the interval 4000 to 10000. The telephones cannot be administered from the Avaya Communication Manager Network Region form to support UDP port selection.

RSVP and RTCP/SRTCP

Avaya SIP IP Telephones, including the 16CC, support the RTP/SRTP Control Protocol (RTCP/ SRTCP). The 16CC telephones do not support RSVP (Resource ReSerVation Protocol).

QoS

Avaya Agent Deskphone 16CC telephones support both IEEE 802.1D/Q and DiffServ. Other network-based QoS initiatives such as UDP port selection do not require support by the telephones. However, the initiatives contribute to improved QoS for the entire network.

IEEE 802.1D and 802.1Q

The Avaya Agent Deskphone 16CC can simult aneously support receipt o f packet s using, or not using, 802.1Q parameters. To support IEEE 802.1D/Q, you can administer the telephones by the value of the following configuration parameters:

● L2Q,

● L2QVLAN,

● L2QAUD, and

● L2QSIG.

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NAT

Avaya Agent Deskphone 16CC telephones do not support Network Address Translation (NAT) interworking.

DIFFSERV

Type o f Service bits 0-5 (also called the Dif ferentiated 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.g., DHCP, DNS, HTTP, SNMP, etc.).

Received DSCP information will be ignored.

Voice Mail Integration

Avaya Agent Deskphone 16CC telephones use the settings file to configure the Messages button by setting the system parameter MSGNUM is a standard telephone number the telephone should dial to access your voice mail system, such as AUDIX or Octel.

When the user presses the Messages button on the telephone, that number is automatically dialed, giving the user one-touch access to voice mail.

The settings file specifies the telephone number to be dialed automatically when the user presses this button. The command is:

SET MSGNUM 1234

where 1234 is the Voice Mail extension (CM hunt group or VDN). For more information, see Table 9

to any dialable string. A MSGNUM example

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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.323 IP Telephones, the 16CC conference operation is controlled locally by the phone and is not affected by the settings Abort Conference Upon Hang-up, No Dial Tone Conferencing, Select Line Conferencing, and Toggle Swap, on page 7 of the system-parameters features screen.

Telephone Administration

Table 5 summarizes the calling features available on Avaya Agent Deskphone 16CC

telephones. Some features are supported locally at the telephone, while others are only available with Avaya SIP Enablement Services and Communication Manager with OPS.

The features shown in Table 5 CM-provisioned feature button. Communication Manager automatically handles many other standard calling features via OPS such as call coverage, trunk selection using Automatic Alternate Routing (AAR), or Automatic Route Selection (ARS), Class Of Service/Class Of Restriction (COS/COR), and voice messaging. Details on feature operation and administration can be found in the Avaya Extension to Cellular and OPS Installa tion and Administration Guide (Document Number 210-100-500). The Avaya SIP solution configures all SIP telephones in Communication Manager as OPS.

can be invoked at the phone either directly or by selecting a

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Table 5: Avaya Agent Deskphone 16CC Feature Support

Telephone Administration

Feature

Available Af ter

Agent Login?

Delivered by

Phone?

CM Feature Button/FNU

3-Way Conferencing X 6-way Conference Bridge X Automatic Call Back/Cancel FNU

Call Forward All Call Forward Busy/Don’t Answer Call Forward Deactivation Call Hold

FNU FNU FNU

Call Management - incoming, outgoing call screening

Call Park and Retrieve Call Pick-Up Calling Number Block/Unblock Consultation Hold Directed Call Pick-Up

FNU FNU FNU

FNU

Distinctive Alerting Find Me Group Call Pickup Last Number Dialed (Redial) Message Waiting Indication Music on Hold Priority Call Send All Calls/Cancel Transfer - attended Transfer - unattended

(one-button transfer) Transfer to Voice Mail Whisper Page

FNU X X

X FNU FNU

FNU

No FNU

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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. For sample Station and other pertinent forms, see Appendix C:

Table 6: CM/SIP Configuration Requirements

Task/Form Command Field(s) Value(s)

Sample Station Forms and Other Screens.

IP Network Region

Off-PBX Telephones Station Mapping

Feature - Related System Parameters (page 1)

Feature - Related System Parameters (page 4)

change off-pbx-station mapping xxxx

change system-parameters features

RTCP Report Period (secs)

Authoritative Domain

Music/Tone on Hold

Directed Call Pickup

Extended Group Call Pickup

SIP telephones have a fixed reporting period. Note that this parameter is only displayed if "Use Default Server Parameters?" is set to "n".

Make sure that the Authoritative Domain is set to the same value as SIP Domain for Solution.

Bridged call items on this form MUST be “none” or “orig.”

This CM setting controls the music on hold capability for all endpoints, including SIP telephones.

This CM setting controls the availability of directed call pickup.

This CM setting allows a user to answer calls that were directed to another call pickup group.

Feature - Related System Parameters (page 17)

40 Avaya Agent Deskphone 16CC Administrator Guide

change system-parameters features

Whisper Page Tone Given To

This CM setting controls who hears the whisper page tone.

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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

Define the access codes corresponding to the OPS FNEs on the Feature Access Code form

After defining the FACs, defin e the FNEs not provisioned by CM feature buttons using the command

change dialplan analysis

change feature-access-codes

change off-pbx-telephone feature-nameextensions

Call Type Includes all telephone

extensions and OPS Feature Name Extensions (FNEs). To define the FNEs for the OPS features listed in Table 5 FAC must also be specified for the corresponding feature. In a sample configuration, telephone extensions are five digits in length and begin with 3 or 4, FNEs are five digits beginning with 7, and the access codes have various formats as indicated with the Call Type of “fac.”

Va rious fields on pages 1-5 of the form

Used to support both OPS and Extension to Cellular.

, a

Set the appropriate service permissions to support OPS features on the Class of Service form

change cos Varied y (Yes) or n (No)

2 of 3

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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. Note that Page 3 can be used to implement a form of centralized call screening for groups of stations and trunks

Add a station for each SIP phone to be supported using the Station form (page 1)

add station xxxxxx (where xxxxxx represents the extension number)

Extension Assign the same extension

as the CM call server extension administered in SIP Enablement Services. See

Chapter 5: SIP Enablement Services (SES) Administration and SES

documentation for SES configuration information.

Note: For all other S t ation Form (scree n) pa ge/field information, see Administering Stations on page 43.

Stations With Off-PBX Telephone Integration form (page 1)

change off-pbx-telephone station-mapping

xxxxxx where xxxxxx represents

the extension number of the station being configured

Station Extension

Application Dial Prefix Phone Number

Use to map the Communication Manager extension to the same SIP Enablement Services call server extension. The Application is "OPS." Enter the other appropriate field values, for example, the Trunk Selection value

Trunk Selection

indicates the SIP trunk group.

The Configuration Set value Configuration Set

can reference a set that has

the default settings in

Communication Manager.

Stations With Off-PBX Telephone Integration form (page 2)

change off-pbx-telephone station-mapping

xxxxxx where xxxxxx represents

the extension number of the station being configured

42 Avaya Agent Deskphone 16CC Administrator Guide

Call Limit Change the call limit to match

the number of "call-appr"

entries in the Add Station

form.

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Administering Stations

This section refers to Avaya Communication Manager (CM) administration on the Switch Administration Terminal (SAT) or by Avaya Site Administrat ion. 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. Sample Station screens are provided in Appendix C:

Forms and Other Screens.

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

Leave all fields set to their defaults or blank unless they are listed below as assignable.

Station Screen Page 1 (Access via “add station next”):

Sample Station

Field: Assign as: Extension Set this field to the physical number/extension for the phone.

Type Set this field to 4620SIPCC, complete the remaining applicable fields on

page 1 and submit page 1. Then use "change station xxxx" for remainder of fields and pages, where "xxxx" equals the Extension/physical number of the phone.

Port Selected automatically; system-populated. Name Enter the appropriate name for this station, related to where the Call Center

station is located. This name should match what is entered for "Name" in the Avaya SES proxy configuration.

Fields listed below and fields listed for subsequent Station Screen pages can be set as required. Unless otherwise stated, see the Administrator Guide for Avaya Communication Manager (Document 03-300509) for information.

Lock Messages? Security Code Coverage Path 1 Set for voice messaging or other hunt group, if available. Coverage Path 2 Hunt-to Station TN COR Assign the same value as administered on the Class of Restriction (COR)

screen.

COS Assign the same value as administered on the Class of Service (COS)

screen.

Loss Group Message Lamp Ext Enter the extension of the st ation you want to track with the message waiting

lamp. (This value is usually the same value entered as "Extension" on page 1 of the Station form.)

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Station Screen Page 2:

Field: Assign as: Per Button Ring Control?

Bridged Call Alerting? Set to "y" if the extension for this SIP telephone will have a "b ridged"

appearance defined on another non-SIP telephone. Note that no other attributes of the bridged appearance feature apply to SIP telephones (e.g. off-hook indication, bridge-on, etc.).

Active Station Ringing Only a single, none, or silent value is supported. Auto Select Any Idle

Appearance? Auto Answer Restrict Last Call

Appearance?

MWI Served User Type Note that MWI (Message Waiting Indicator) applies only to the Audix Name Enter the name of the voice messaging system administered for the Per Station CPN - Send

Calling Number? Coverage After

Forwarding? Remote Softphone

Emergency Calls Emergency Location Ext Always Use? Direct IP-IP Audio

Connections?

Leave this value set to n (no).

By default, the last call appearance is reserved for outgoing calls from a phone. On stations with only three (3) call appearances, set the field to "n" for proper SIP conference and transfer operation. In this mode, all call appearances are available for making or receiving calls.

assigned station extension. Call Center or the agent's phone, if different.

If CM is configured to always send Caller ID, you can individually block certain stations by setting this field to "n". This fie ld also ne eds to be set to "n" if you want to use the "Calling Number nblock" FNE.

This field, with a default of "s" for "system," governs whether an unanswered forwarded call is given CM coverage treatment.

Station Screen Page 3:

Field: Assign as: Conf/Trans on Primary

Appearance? Bridged Appearance

Origination Restricted?

Avaya recommends that this value be set to "y" for proper transfer or conference operation with bridged appearances.

Station Screen Page 4:

Field: Assign as: Site Data Site data fields are display only; they document information related

to the station set installation. Note that the Avaya Agent Deskphone supports only a Headset and is not equipped with a speaker.

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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 Button Name Administration Notes Call Center Buttons:

Auto-in Mode auto-in Assign if required. If not required or assigned, Manual-in Mode man Assign if required. If not required or assigned, Auxiliary Work aux-work Assign only one Aux-work button.

Auxiliary Work with assigned Reason Code

After Call Work after-call Optional; assign only one ACW button.

aux-work RC: X

Administering Stations

Manual-in mode button must be assigned. Auto-in mode button must be assigned.

Assign one button per unique Reason Code, within the 16 button capacity limits.

General PBX Buttons (as required): Audix One-Touch

Recording Auto Callback auto-cback Bridged Call

Appearances

Call Appearance(s) call-appr Multiple appearances are supported. You must

Call Forwarding (all) call-fwd

Call Forwarding (busy/ don’t answer)

Call Park call-park Call Pickup call-pkup CPN Block cpn-blk CPN Unblock cpn-unblk Directed Call Pickup dir-pkup Priority Call priority Send All Calls Leave the Ext: field blank, as the telephone

Whisper Page This feature cannot be activated when an

audix-rec

brdg-appr Btn: Extn:

indicate the number of call appearances ("call-appr" buttons) to be supported for this telephone. To support certain transfer and conference scenarios, the minimum number of "call-appr" buttons should be 3.

Leave the Ext: field blank, as the telephone Extn: cfwd-bsyda Leave the Ext: field blank, as the telephone

does not support 3rd party call forwarding.

does not support 3rd party send all calls.

agent is logged in.

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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 Ava ya Communication Manager for A vaya 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).

● Feature Description and Implementation for Avaya Communication Manager (Document

555-245-770).

● Getting St arted with Avaya Call Center 5.0 and A vaya Agent Deskphone 16CC (Document

Number 129214).

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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. Set the browser URL to http://IP-address/admin Avaya SIP Enablement Services Edge or Edge/Home Server.

2. Log in as the administrator “admin” and when prompted, enter the password. The main administration screen displays after login.

Note:

Note: This example administers station 34071 as a SIP endpoint using a 9630

telephone.

3. Click on Launch Administration Web Interface. The SIP Enablement Services Web interface screen displays.

4. Click Add under the Users heading on the left side menu. The Add User screen displays.

5. . Complete all required fields, indicated by asterisks *.

6. Enter a handle in the Primary Handle field. The Primary Handle must be all numeric.

7. Set the Host field to the DNS host name of the Avaya SIP Enablement Services Home or Home/Edge server to which the telephone will register.

8. Check the Add Media Server Extension checkbox and click Add. The confirmation screen displays.

, where IP-address is the IP Address of the

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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. Click Continue.

13. Repeat Steps 4 - 11 for each SIP telephone.

14. When you finish configuring all applicable telephones, click Update on the left side menu. This link appears on the current page whenever updates are outstanding, and can be selected at any time to save the administration performed to that point.

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Chapter 6: Server Administration

Software Checklist

Ensure that you own licenses to use the DHCP, HTTP, and HTTPS server software.

Note:

Note: You can install the DHCP and HTTP server software on the same machine.

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.

DHCP and File Servers

Dynamic Host Configuration Protocol (DHCP) minimizes maintenance for the telephone network by removing the need to individually assign and maintain IP Addresses and other parameters for each telephone on the network.

The DHCP server provides the following information to the Avaya Agent Deskphone 16CC:

● IP Address of the telephone(s)

● IP Address of the HTTP or HTTPS server

● IP Address of the NTP (Network Time Protocol) server (using Option 42)

● The subnet mask

● IP Address of the router

● DNS Server IP Address

Administer the LAN so each 16CC telephone can access a DHCP server that contains the IP Addresses and subnet mask.

The telephone cannot function without an IP Address. The failure of a DHCP server at boot time leaves all the affected telephones unusable. A user can manually assign an IP Address to the telephone using the Craft ADDR procedure. When the DHCP server finally returns, the telephone never looks for a DHCP server unless the static IP data is unassigned manually. In addition, manual data entry is an error-prone process.

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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. See Step 3: Telephone and File Server

Telephone Initialization Process

. In addition, you can edit an associated settings file to customize telephone parameters for your specific environment. For more information, see

Chapter 8:

Administering Telephone Options.

DHCP Server Administration

This document concentrates on the simplest case of the single LAN segment. Information provided here can be used for more complex LAN configurations.

on page 20 under

Important:

Important: Before you start, understand your current network configuration. An improper

installation will cause network failures or reduce the reliability and performance of your network.

Configuring DHCP for Avaya Agent Deskphone 16CC

To administer DHCP option 242,if none currently exists, copy Option 176 for your 46xx IP Telephones.You can then either:

● leave any parameters the Avaya Agent Deskphone 16CC does not support for setting via

DHCP in option 242 to be ignored, or

● delete unused or unsupported parameters to shorten the DHCP message length.

Only the following parameters can be set in the DHCP site-specific option for 16CC telephones, although most of them can be set in a 46xxsettings.txt file as well.

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DHCP Server Administration

Table 7: Parameters Set by DHCP

Parameter Description

HTTPDIR 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”. The path (relative to the root of the HTTP file server) where 96xx telephone files are stored. If an Avaya file server is used to download configuration files over TLS, but a dif ferent server is used to do wnload software files via HTTP, set the path of the Avaya server in the DHCP site-specific option, and set HTTPDIR again in the 46xxsettings.txt file with the appropriate path for the second server. HTTPDIR is the path for all HTTP

operations. HTTPPORT Destination port for HTTP requests (0-65535, default is 80). HTTPPROXY IP or DNS address of the HTTP server for SCEP. 0 to 255 characters in dotted

decimal or DNS name format followed by a colon and port number. The colon

and port number are optional. If this parameter is not null, this (proxy) transport

address is used to set up the HTTP connection as the transport protocol for

SCEP. HTTPSRVR IP Address(es) or DNS name(s) of HTTP file server(s) used to download

telephone files. ICMPDU Controls the extent to which ICMP Destination Unreachable messages are sent

in response to messages sent to closed ports so as not to reveal information to

potential hackers. The default is 1 (sends Destination Unreachable messages for

closed ports used by traceroute). ICMPRED Controls whether ICMP Redirect messages are processed. The default is 0

(redirect messages are not processed). L2Q 802.1Q tagging mode. The default is 0 (automatic). L2QVLAN VLAN ID of the voice VLAN. The default is 0. LOGSRVR Syslog server IP or DNS address. MTU_SIZE Maximum transmission unit size. Used to accommodate older Ethernet switches

that cannot support the longer maximum frame length of tagged frames (since

802.1Q adds 4 octets to the frame). PHY1STAT Controls the Ethernet line interface speed. The default is 1 (auto-negotiate). PHY2STAT Controls the secondary Ethernet interface speed. The default is 1

(auto-negotiate). PROCPSWD Security string used to access local procedures. The default is 27238. PROCSTAT Controls whether local procedures are enabled. The default is 0 (enabled). SIPPROXYSRVR SIP proxy/registrar server IP or DNS address. (0 to 255 characters; zero or one

IP Address in dotted decimal or DNS name format, separated by commas

without any intervening spaces.) The default is null. SNTPSRVR List of SNTP server IP or DNS address(es) used to retrieve date and time via

SNTP TLSDIR Used as path name that is prepended to all file names used in HTTPS get

operations during initialization (0-127 character string). TLSPORT Destination TCP port used for requests to https server (0-65535). The default is

443.

TLSSRVR IP Address(es) or DNS name(s) of Avaya file server(s) used to download

configuration files.

Note: Transport Layer Security is used to authenticate the server. VLANTEST Number of seconds to wait for a DHCPOFFER on a non-zero VLAN. The default

is 60 seconds.

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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

● Windows 2000

● Windows 2003

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. Installing the DHCP server software according to vendor instructions.

2. Configuring the DHCP server with:

● IP Addresses available for the Avaya Agent Deskphone 16CC telephones.

● The following DHCP options:

- Option 1 - Subnet mask. As described in Table 3

- Option 3 - Gateway (router) IP Address(es). As described in Table 3 contain up to 127 total ASCII characters. You must separate IP Addresses with commas with no intervening spaces.

- Option 6 - DNS server(s) address list. If using more than one address, the total list can contain up to 255 total ASCII characters. Y ou must separate IP Addresses with commas with no intervening sp aces. At least one address in Option 6 must be a valid, non zero, dotted decimal address.

- Option 12 - Host Name. V alue is AVohhhhhh, where: o is “A” if the OID (first three octets) of the MAC address for the telephone is 00-04-0D. “E” if the OID is 00-09-6E, “L” if the OID is 00-60-1D, and “X” if the OID is anything else and where hhhhhh are ASCII characters for the hexadecimal representation of the last three octets of the MAC address for the telephone.

- Option 15 - DNS Domain Name. This string contains the domain name to be used when DNS names in system parameters are resolved into IP Addresses. This domain name is appended to the DNS name before the telephone attempts to resolve the DNS address. Option 15 is necessary if you want to use a DNS name for the HTTP server. Otherwise, you can specify a DOMAIN as part of customizing HTTP as indicated in DNS Addressing page 86.

- Option 42 - SNTP Server. This option specifies a list of IP Addresses indicating NTP servers available to the telephone. List servers in the order of preference.The minimum length is 4, and the length must be a multiple of 4.

4.0 DHCP Server

DHCP Server

, item 3. , item 1. If using more than one address, the total list can

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DHCP Server Administration

- 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. Avaya recommends providing enough leases so an IP Address for an IP telephone does not change if it is briefly taken offline.

Note:

Note: The DHCP standard states that when a DHCP lease expires, the device should

immediately cease using its assigned IP Address. If the network has problems and the only DHCP server is centralized, the server is not accessible to th e given telephone. In this case the telephone is not usable until the server can be reached. Avaya recommends, once assigned an IP Address, the telephone continues using that address after the DHCP lease expires, until a conflict with another device is detected. As Table 9:

Avaya Agent Deskphone 16CC Customizeable System Parameters indicates, the system parameter DHCPSTD allows an

administrator to specify that the telephone will either: a). Comply with the DHCP standard by setting DHCPSTD to “1”, or b). Continue to use its IP Address after the DHCP lease expires by setting DHCPSTD to “0.” The latter case is the default. If the default is invoked, after the DHCP lease expires the telephone sends an ARP Request for its own IP Address every five seconds. The request continues either forever, or until the telephone receives an ARP Reply. After receiving an ARP Reply, the telephone displays an error message, sets its IP Address to 0.0.0.0, and attempts to contact the DHCP server again.

- Option 52 - Overload Option, if desired. If this option is received in a message, the telephone interprets the sname and file fields in accordance with IETF RFC 2132, Section 9.3, listed in Appendix B:

Windows NT 4.0 DHCP Server

Verifying the Installation of the DHCP Server

Use the following procedure to verify whether the DHCP server is installed.

1. Select Start-->Settings-->Control Panel.

2. Double-click the Network icon.

3. Verify that Microsoft DHCP Server is listed as one of the Network Services on the Services tab.

4. If it is listed, continue with the next section. If it is not listed, install the DHCP server.

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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. To exclude any IP Addresses you do not want assigned to IP telephones within the Start

and End addresses range:

a. In the Exclusion Range Start Address fie ld, enter the first IP Address in the range that

you want to exclude.

b. In the Exclusion Range End Address field, enter the last IP Address in the range that

you want to exclude. c. Click the Add button. d. Repeat steps a. through c. for each IP Address range to be excluded.

Note:

Note: Avaya recommends that you provision the Avaya Agent Deskphone 16CC

telephones with sequential IP Addresses. Also do not mix Avaya Agent Deskphone 16CC telephones and PCs in the same scope.

5. Under Lease Duration, select the Limited To option and set the lease duration to the maximum.

6. Enter a sensible name for the Name field, such as “CM IP Telephones," where CM would represent Avaya Communication Manager.

7. Click OK.

A dialog box prompts you: Activate the new scope now?

8. Click No.

Note:

Note: Activate the scope only after setting all options.

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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. Select the Option Name for 242 and set the value string.

9. Click the OK button.

10. For the Option Name field, select 003 Router from the drop-down list.

DHCP Server Administration

11. Click Edit Array.

12. Enter the Gateway IP Address recorded in Table 3:

Installation - Per DHCP Server for the New IP Address field.

13. Select Add and then OK.

Adding the DHCP Option

Use the following procedure to add the DHCP option.

1. Highlight the scope you just created.

2. Select Scope under DHCP Options.

3. Select the 242 option that you created from the Unused Options list.

4. Click the Add button.

5. Select option 003 from the Unused Options list.

6. Click the Add button.

7. Click the OK button.

8. Select the Global parameter under DHCP Options.

9. Select the 242 option that you created from the Unused Options list.

Required Network Information Before

10. Click the Add button.

11. Click the OK button.

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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. This allows shared use for 4600 Series IP Telephones, 9600 Series IP Telephones (SIP and H.323), and Avaya Agent Deskphone 16CC telephones.

Verify the Default Option, 242 96XXOPTION

1. Select Start-->Programs-->Admin Tools-->DHCP Manager.

2. Expand Local Machine in the DHCP servers window by double clicking until the + sign changes to a - sign.

3. In the DHCP servers frame, click the scope for the IP telephone.

4. Select Defaults from the DHCP_Options menu.

5. In the Option Name pull-down list, select 242 96XXOPTION.

6. Verify that the Value String box contains the correct string from DHCP Server

Administration.

If not, update the string and click the OK button twice.

Verify the Scope Option, 242 96XXOPTION

1. Select Scope 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 string from DHCP Generic Setup page 52.

If not, update the string and click the OK button.

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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.

DHCP Server Administration

4. Verify that the Value String box contains the correct value from DHCP Generic Setup 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. Select Start-->Program-->Administrative Tools-->Computer Management.

2. Under Services and Applications in the Computer Management tree, find DHCP.

3. If DHCP is not installed, install the DHCP server. Otherwise, proceed directly to Creating

and Configuring a DHCP Scope for instructions on server configuration.

Creating and Configuring a DHCP Scope

Use the following procedure to create and configure a DHCP scope.

1. Select Start-->Programs-->Administrative Tools-->DHCP.

2. In the console tree, click the DHCP server to which you want to add the DHCP scope for the IP telephones. This is usually the name of your DHCP server machine.

3. Select Action-->New Scope from the menu.

Windows displays the New Scope Wizard to guide you through rest of the setup.

4. Click the Next button.

The Scope Name dialog box displays.

5. In the Name field, enter a name for the scope such as “CM IP Telephones” (where CM would represent Avaya Communication Manager), then enter a brief comment in the Description field.

6. When you finish Steps 1 - 5, click the Next button.

The IP Address Range dialog box displays.

7. Define the range of IP Addresses used by the IP telephones listed in Table 3:

Required Network Information Before Installation - Per DHCP Server. The Start IP Address is the

first IP Address available to the IP telephones. The End IP Address is the last IP Address available to the IP telephones.

Note:

Note: Avaya recommends not mixing Avaya Agent Deskphone 16CC telephones and

PCs in the same scope.

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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. In the Start Address field under Exclusion Range, enter the first IP Address in the

range you want to exclude.

b. In the End Address field under Exclusion Range, enter the last IP Address in the

range you want to exclude. c. Click the Add button. d. Repeat steps a. through c. for each IP Address range that you want to exclude.

Note:

Note: You can add additional exclusion ranges later by right clicking the Address Pool

under the newly created scope and selecting the New Exclusion Range option. Click the Next button after you enter all the exclusions. The Lease Duration dialog box displays.

10. For all telephones that obtain their IP Addresses from the server, enter 30 days in the Lease Duration field. This is the duration after which the IP Address for the device expires and which the device needs to renew.

11. Click the Next button. The Configure DHCP Options dialog box displays.

12. Click the No, I will activate this scope later button. The Router (Default Gateway) dialog box displays.

13. For each router or default gateway, enter the IP Address and click the Add button. When you are done, click the Next button. The Completing the New Scope Wizard dialog box displays.

14. Click the Finish button. The new scope appears under your server in the DHCP tree. The scope is not yet active

and does not assign IP Addresses.

15. Highlight the newly created scope and select Action-->Properties from the menu.

16. Under Lease duration for DHCP clients, select Unlimited and then click the OK button.

CAUTION:

CAUTION: IP Address leases are kept active for varying periods of time. To avoid having

calls terminated suddenly, make the lease duration unlimited.

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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. In the Option Type Name field, enter any appropriate name, for example, “Avaya IP Telephones.”

5. Change the Data Type to String.

6. In the Code field, enter 242, then click the OK button twice.

The Predefined Options and Values dialog box closes, leaving the DHCP dialog box enabled.

DHCP Server Administration

7. Expand the newly created scope to reveal its Scope Options.

8. Click Scope Options and select Action-->Configure Options from the menu.

9. In the General tab page, under the Available Options, check the Option 242 checkbox.

10. In the Data Entry box, enter the DHCP IP telephone option string as described in

DHCP Generic Setup

Note:

Note: You can enter the text string directly on the right side of the Data Entry box under

the ASCII label.

11. From the list in Available Options, check option 003 Router.

12. Enter the gateway (router) IP Address from the IP Address field of Table 3:

Network Information Before Installation - Per DHCP Server.

13. Click the Add button.

14. Click the OK button.

Activating the New Scope

Use the following procedure to activate the new scope.

1. In the DHCP console tree, click the IP Telephone Scope you just created.

on page 52.

Required

2. From the Action menu, select Activate. The small red down arrow over the scope icon disappears, indicating tha t the scope was

activated.

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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

Important:

Important: The files defined by HTTP server configuration must be accessible from all IP

telephones invoking those files. Ensure that the file names match the names in the upgrade script, including case, since UNIX systems are case-sensitive.

Note:

Note: Use any HTTP application you want. Commonly used HTTP applications include

Apache

Important:

Important: To set up an HTTP server:

and Microsoft® IIS™.

on page 49.

- Install the HTTP server application.

- Administer the system parameter HTTPSRVR to the address of the HTTP server. Include this parameter in DHCP Option 242, or the appropriate SSON Option.

- Download the upgrade script file and binary file(s) from the Avaya Web site

http://www.avaya.com/support

ontents of the Settings File on page 66.

to the HTTP server. For more information, see

Note:

Note: Many LINUX servers distinguish between upper and lower case names. Ensure

that you specify the settings file name accurately, as well as the names and values of the data within the file.

If you choose to enhance the security of your HTTP environment by using Transport Layer Security (TLS), you also need to:

● Install the TLS server application.

● Administer the system parameter TLSSRVR to the address(es) of the Avaya HTTP server.

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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:

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.” The file downloading process is the same for both servers, except that when you use an HTTPS server, a TLS server is contacted first. The telephone queries the file server, which transmits a script file to the telephone. The script file tells the telephone which binary file the telephone must use. The binary file is the software that has the telephony functionality, and is easily updated for future enhancements. In a newly installed telephone, the binary file might be missing. In a previously installed telephone, the binary file might not be the proper one. In both cases, the telephone requests a download of the proper binary file from the file server. The file server downloads the file and conducts some checks to ensure that the file was downloaded properly. If the telephone determines it already has the proper file, the telephone proceeds to the next step without downloading the binary file again.

After checking and loading the binary file, the Avaya Agent Deskphone 16CC telephone, if appropriate, uses the script file to look for a settings file. The settings file contains options you have administered for any or all of the IP Telephones in your network. For more information about the settings file, see C

Software

When shipped from the factory, an Avaya Agent Deskphone 16CC does not contain sufficient software for registration and operation. When the telephone is first plugged in, a software download from an HTTP or HTTPS server starts to give the phone its proper functionality. For software upgrades, SIP Enablement Services (SES) provides the capability for a remote reboot of the 16CC. As a result, the telephone automatically starts reboot procedures. If new software is available on the server, the telephone downloads it as part of the reboot process. The Avaya Agent Deskphone 16CC Installation and Maintenance Guide covers upgrades to a previously installed telephone and related information.

ontents of the Settings File on page 66.

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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.

● Search for Agent Deskphone 16CC

● Select Downloads

The 16CC bundle contains:

● An upgrade script file, 16ccupgrade.txt, which allows you to upgrade to new software

releases and new functionality without having to replace 16CC telephones. The upgrade script tells the telephone whether a software upgrade is needed. All Avaya Agent Deskphone 16CC telephones attempt to read this file whenever they reset. The upgrade script file is also used to point to the settings file.

● parameter settings and values that customize the telephones for your enterprise. One

settings file is used for all your Avaya IP Telephones.

● Binary files for all current Avaya Agent Deskphone 16CC telephones.

● Other useful information such as a ReadMe file.

In addition to the upgrade script, application files, and Read Me file you need the latest binary code the Avaya Agent Deskphone 16CC telephones use. All of these required files are in the self-extracting executable file that comes in both zipped and unzipped format.

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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 te lephones 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

customer-definable options. All files must reside in the same directory.

Settings File

The settings file contains the option settings you need to customize the Avaya Agent Deskphone 16CC telephones for your enterprise.

Note:

Note: Use one settings file, 46xxsettings.txt, for all your Avaya IP Telephones. The

settings file includes the Avaya Agent Deskphone 16CC telephones covered in

this document. The settings file also includes 9600 Series (H.323) IP Telephones,

4600 Series IP Telephones, and 1600 Series IP Telephones as covered in their

respective administrator guides.

Avaya Agent Deskphone 16CC Telephone Scripts and Binary Files

. This file allows the telephone to use default settings for

Avaya recommends that the settings file have the extension *.txt. You can

change some settings with DHCP or, in some cases, from the telephone dialpad

using local administrative (Craft) procedures. The settings file can include any of five types of statements, one per line:

● Comments, which are statements with a “#” character in the first column.

● Tags, which are comments that have exactly one space character after the initial #,

followed by a text string with no spaces.

● Goto commands, of the form GOTO tag. Goto commands cause the telephone to

continue interpreting the configuration file at the next line after a # tag statement. If no such statement exists, the rest of the configuration file is ignored.

● Conditionals, of the form IF $name SEQ string GOTO tag. Conditionals cause the Goto

command to be processed if the value of name is a case-insensitive equivalent to string. If no such name exists, the entire conditional is ignored. The only system values that can be used in a conditional statement are: BOOTNAME, GROUP, and SIG.

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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 th e value itself is numeric, a dotted decimal IP Address, and so on.

Note:

Note: Enclose all data in quotation marks for proper interpretation.

The upgrade script file Avaya provides includes a line that tell the telephone to GET 46xxsettings.txt. This lines causes the telephone to use HTTP 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.

If the configuration file is successfully obtained but does not include any setting changes the telephone stops using HTTP. This happens when you initially download the script file template from the Avaya support Web site, before you make any changes. When the configuration file contains no setting changes, the telephone does not go back to the upgrade script file.

Note:

Note: Language files are downloaded using HTTP. For more information, see

Language Selection

on page 87.

Avaya recommends that you do not alter the upgrade script file. If Avaya changes the upgrade script file in the future, any changes you have made will be lost. Avaya recommends that you use the 46xxsettings file to customize your settings instead. However, you can change the settings file name, if desired, as long as you also edit the corresponding GET command in the upgrade script file.

For more information on customizing your settings file, see C

Contents of the Settings File

After checking the application software, the telephone looks for a 46xxsettings file. This file is where you identify non-default option settings, application-specific parameters, and so on. You can download a template for this file from the Avaya support Web site. An example of what the file might look like follows.

ontents of the Settings File.

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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=192.168.1.111

GMTOFFSET “-5:00”

DSTOFFSET “1”

DSTSTART “2SunMar2L” (second Sunday in March at 2 am Local time)

DSTSTOP “1SunNov2L” (first Sunday in November at 2 am Local time)

Note that the DSTSTART and DSTSTOP parameters reflect the new 2007 Daylight

Savings Time values for North America

See Chapter 8:

Administering Telephone Options for details about specific values. You

need only specify settings that vary from defaults, although specifying defaults is harmless.

VLAN separation controls whether or not traffic received on the secondary Ethernet interface is forwarded on the voice VLAN and whether network traffic received on the data VLAN is forwarded to the telephone. Add commands to the 46xxsettings.txt file to enable VLAN separation. The following example assumes the data VLAN ID is “yyy” and the data traffic priority is “z”:

SET VLANSEP 1 SET PHY2VLAN yyy SET PHY2PRIO z

Note:

Note: Also configure the network switch so that 802.1Q tags are not removed from

frames forwarded to the telephone.

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The GROUP System Value

Y ou might have dif ferent 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 Logof f, which might be an essential cap ability 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. identify which telephones are associated with which group, and designate a number for each group. The number can be any integer from 0 to 999, with 0 as the default, meaning your largest group is assigned as Group 0.

2. At each non-default telephone, instruct the installer or user to invoke the GROUP Craft Local procedure as specified in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide and specify which GROUP number to use. The GROUP System value can only be set on a phone-by-phone basis.

3. Once the GROUP assignments are in place, edit the configuration file to allow each telephone of the appropriate group to download its proper settings.

Here is an example of the configuration file that accounts for two group settings:

IF $GROUP SEQ 1 goto GROUP1 IF $GROUP SEQ 2 goto GROUP2

{specify settings unique to Group 0}

goto END # GROUP1

{specify settings unique to Group 1}

goto END # GROUP2

{specify settings unique to Group 2}

# END

{specify settings common to all Groups}

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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

● the parameter names,

● their default values,

● the valid ranges for those values, and

● a description of each one.

For DHCP, the DHCP Option sets these parameters to the desired values as discussed in

DHCP and File Servers

values in the script file. For more information, see C

on page 49. For HTTP, the parameters in Table 9 are set to desired

ontents of the Settings File on page 66.

Avaya recommends that you administer options using script files. Some DHCP applications have limits on the amount of user-specified information. The administration required can exceed those limits for the more full-featured telephone models.

lists:

You might choose to completely disable the capability to enter or change option settings from the dialpad. You can set the system value, PROCPSWD, as part of standard DHCP/HTTP administration. If PROCPSWD is non-null and consists of 1 to 7 digits, a user ca nnot invoke any local options without first entering the PROCPSWD value on the Craft Access Code Entry screen. For more information on craft options, see the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

Important:

Important: PROCPSWD is likely stored on the server “in the clear” and is sent to the

telephone in the clear. Therefore, do not consider PROCPSWD as a high-security technique to inhibit a sophisticated user from obtaining access to local procedures.

Administering PROCPSWD limits access to all local procedures, including VIEW. VIEW is a read-only Craft option that allows review of the current telephone settings.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters

Parameter Name

Default

Value

Description and Value Range

AGCHEAD 1 Automatic Gain Control status for headset. Values are

0=disabled, 1=enabled.

AGENTTONE 1 Call center agent confirmation tone. ID of tone played

when a call center agent successfully logs in, as described in Agent Confirmation Tones on page 90.

AUDASYS 3 Globally controls audible alerting. Values range from 0

through 3. Value 0 or 2=audible alerting off. Value 1 or 3=audible alerting on.

AUDIOENV 0 Audio environment selection index. Values range from 0

through 191.

AUDIOSTHD 0 Headset sidetone setting. Values are:

0 = Nominal 1 = -3dB below nominal

2 = -9dB below nominal 3 = -15dB below nominal 4 = -30dB below nominal (essentially no sidetone) 5 = 10dB above nominal

AUTH 0 Authentication flag for settings file download. Values are:

0=secure setting file download is not required 1=secure setting file download is required.

BAKLIGHTOFF 120 Number of minutes without display activity to wait before

turning off the backlight. Values range from zero (never

turn off) through 999 minutes (16.65 hours). CONFIG_ SERVER

" "(Null) Address of Avaya configuration server. When used, this

parameter is set to the PPM server address. Format is

dotted decimal or DNS format, separated by commas,

with no spaces (0-255 ASCII characters, including

commas, optionally followed by a colon and port

number). COUNTRY USA Country of operation for specific dial tone generation.

This parameter also controls network progress tones. DATEFORMAT %m/%d/%y Formatting string defining how to display the date in the

top line and the call log. DAYLIGHT_SAVING_

SETTING_MODE

2 Controls daylight saving setting. Values are:

0=daylight saving time is deactivated (no offset to local

time).

1=daylight saving time is activated (offset to local time as

configured in "DSTOFFSET") .

2=the device switches automatically to daylight saving

time and back according to the contents of "DSTSTART"

and "DSTSTOP."

1 of 13

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Administering Options for Avaya Agent Deskphone 16CC Telephones

Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and

Value Range

DHCPSTD 0 DHCP Standard lease violation flag. Indicates whether t o

keep the IP Address if there is no response to lease

renewal. If set to “1” (No) the telephone strictly follows

the DHCP standard with respect to giving up IP

Addresses when the DHCP lease expires. If set to “0”

(Yes) the telephone continues using the IP Address until

it detects reset or a conflict (see DHCP Generic Setup

DNSSRVR 0.0.0.0 Text string containing the IP Address of zero or more

DNS servers, in dotted-decimal format, separated by

commas with no intervening spaces (0-255 ASCII

characters, including commas). DOMAIN " " (Null) Text string containing the domain name to be used when

DNS names in system values are resolved into IP

Addresses. Valid values are 0-255 ASCII characters. DSCPAUD 46 Differentiated Services Code Point for audio. Values

range from 0 to 63. DSCPSIG 34 Differentiated Services Code Point for signaling. Values

range from 0 to 63. DSTOFFSET 1 Used for daylight saving time calculation in hours. V alues

range from 0 to 2. DSTSTART 2Sun

Mar2L

Used to identify start date for automatic change to

Daylight Saving Time. Default string length with a format

of either odddmmmht or Dmmmht, where:

o = one character representing an ordinal adjective of "1"

(first), "2" (second), "3" (third), "4" (fourth) or "L" (last).

ddd = 3 characters containing the English abbreviation

for the day of the week.

mmm = 3 characters containing the English abbreviation

for the month.

h = one numeric digit representing the time to make the

adjustment, exactly on the hour at hAM (0h00 in military

format), where valid values of h are "0" through "9"

t = one character representing the time zone relative to

the adjustment where "L" is local time and U is universal

time.

D = one or two ASCII digits representing the date of the

month from "1" or "01" to "31", or the character "L", which

means the last day of the month).

2 of 13

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and

Value Range

DSTSTOP 1SunNov2L Used to identify stop date for automatic change to

Daylight Saving Time. Default string length with a format

of either odddmmmht or Dmmmht, where:

o = one character representing an ordinal adjective of "1"

(first), "2" (second), "3" (third), "4" (fourth) or "L" (last).

ddd = 3 characters containing the English abbreviation

for the day of the week .

mmm = 3 characters containing the English abbreviation

for the month .

h = one numeric digit representing the time to make the

adjustment, exactly on the hour at hAM (0h00 in military

format), where valid values of h are "0" through "9".

t = one character representing the time zone relative to

the adjustment where "L" is local time and U is universal

time.

D = one or two ASCII digits representing the date of the

month from "1" or "01" to "31", or the character "L", which

means the last day of the month). DTMF_PAYLOAD_TYPE 120 RTP dynamic payload used for RFC 2833 signaling.

Range is 96 to 127. ENABLE_CALL_LOG 1 Enable or disable complete Call Log application. If

disabled no calls are logged, screens related to Call Log

are not displayed to user, and menu items of User

Interface to set Call Log options are not displayed.

Values are 0=disabled; 1=enabled. ENABLE_CONTACTS 1 Enable or disable complete Contact application. If

disabled no contacts are downloaded during initialization

from PPM, screens related to Contacts application are

not displayed to user, and menu items of the User

Interface to set Contacts options are hidden. Values are

0=disabled; 1=enabled. ENABLE_EARLY_MEDIA 1 Flag that indicates if SIP early is enabled. If enabled and

18x progress message includes early SDP, that

information is used to open a V oIP channel to the far-end

before the call is answered. Values are 0=disabled;

1=enabled. ENABLE_G711A 1 Enable or disable G71 1A codec capability of the phone . If

the parameter is set to 1, the phone includes G711A

capability in an outbound INVITE request, and accepts

G711A when received in an incoming INVITE request.

Values are 0=disabled; 1=enabled. ENABLE_G71 1U 1 Enable or disable G71 1U codec capability of the phone. If

the parameter is set to 1, the phone includes G711U

capability in an outbound INVITE request, and accepts

G711U when received in an incoming INVITE request.

Values are 0=disabled; 1=enabled.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and

Value Range

ENABLE_G726 0 Enable or disable G726 capability of the telephone. If the

parameter is set to 1, the telephone includes G726

capability in an outbound INVITE request, and accepts

G726 when received in an incoming INVITE request.

Values are 0=disabled, off; 1=enabled, on. ENABLE_G729 1 Enable or disable G729A codec capability of the phone.

Values are:

0=G729A disabled.

1=The phone includes G729(A) without Annex B support

capability in an outbound INVITE request, and accepts

G729 when received in an incoming INVITE request.

2=The phone includes G729(A) with Annex B support

capability in an outbound INVITE request, and accepts

G729 when received in an incoming INVITE request. ENABLE_MODIFY_

CONTACTS

1 Enable or disable the ability to modify contacts if the

Contact application is enabled. Values are 0=disabled;

1=enabled. ENABLE_MULTIPLE_

CONTACTS_WARNING

1 Activate/deactivate multiple contacts warning. Depending

on current value, a warning message is displayed

explaining to the user there are multiple devices

registered on user's behalf and that this can cause

service disruption. Values: 0 = warning disabled, 1 =

warning enabled. ENABLE_REDIAL 1 Enable or disable complete Redial functionality. If

disabled pressing the redial button has no effect and the

redial softkeys and menu items are not displayed. V alues

are 0=disabled; 1=enabled. ENABLE_REDIAL_LIST 1 Enables or disables the capability to redial out of a list of

recently dialed numbers instead of performing last

number redial. V alues are 0=disabled (last number re dial

only is offered to the user); 1=enabled (user can select

either last number redial or redial from a list). ENHDIALSTAT 1 Enhanced Dialing Status. V alid range is 0 to 2. If set to “0”

the feature is turned off. If set to “1” it is partially enabled

(dialing rules do not apply for dialing from Contacts). If

set to “2”, the Enhanced Local Dialing

feature is fully enabled (dialing rules also apply for dialing from Contacts).

FAILED_SESSION_ REMOVAL_TIMER

30 Timer to automatically remove a failed call session.

Range in seconds is 5 to 999. When an invalid extension is dialed, the endpoint plays the re-order tone and the session line appearance is shown while the re-order tone plays. At this point the user chooses to end the call by pressing the "End" softkey. If user does not end the session, the session line appearance and the re-order tone stay on for the duration of time determined by this parameter. At the end, the session line appearance is removed and the re-order tone stops.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

G726_PAYLOAD_TYPE 110 RTP dynamic payload used for G.726. Range is 96

to 127.

GMTOFFSET 0:00 Offset used to calculate time from GMT reference time.

Default string length positive or negative number of hours and minutes less than 13 hours.

GROUP 0 Specific user group as tested in configuration files. Valid

values are 0 to 999.

HEADSYS 1 Headset operational mode. One ASCII numeric digit.

Va lid values are: 0 or 2=General Operation, where a disconnect message

returns the telephone to an idle state. 1 or 3=Call Center Operation, where a disconnect message does not change the state of the telephone.

HTTPDIR " " (Null) HTTP server dire ctory path. The path name prepended to

all file names used in HTTP and HTTPS get operations during initialization. Value: 0-127 ASCII characters, no spaces. Null is a valid value. Leading or trailing slashes are not required. The command syntax is “GET HTTPDIR myhttpdir” where “myhttpdir” is your HTTP server path. HTTPDIR is the path for all HTTP operations.

HTTPEXCEPTION DOMAINS

" " (Null) Domains to be excluded for simplified certification

enrollment protocol (SCEP). String representing zero or one domains in a URL of 0 to 255 characters in dotted decimal or DNS name format with multiple domains delimited by commas.

HTTPPORT 80 Destination TCP port used for requests to the HTTP

server during initialization. Range is 0 - 65535. Note: For this release, there should be no need to set this parameter to values other than default value.

HTTPPROXY " " (Null) Zero or one IP or DNS addresses of the HTTP server for

SCEP. 0 to 255 characters in dotted decimal or DNS name format followed by a colon and port number. The colon and port number are optional. If this parameter is not null, this (proxy) transport address is used to set up the HTTP connection as the transport protocol for SCEP.

HTTPSRVR 0.0.0.0 IP Address(es) or DNS Name(s) of HTTP file server(s)

used to download telephone files (settings file, language files, code). HTTP server addresses can be in dotted decimal or DNS format, and must be separated by commas (0-255 ASCII characters, including commas).

ICMPDU 1 Controls whether ICMP Destination Unreachable

messages will be processed. Values are: 0=DU messages not transmitted.

1= DU messages not transmitted in response to specific events. 2= DU message with code 2 will be transmitted in case of specific events.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

ICMPRED 0 Controls whether ICMP Redirect messages will be

processed. Values are: 0 = Redirect messages will neither be transmitted nor

received Redirect messages will be supported. 1 = Redirect messages will not be transmitted, but received Redirect messages will be supported per RFC

1122.

INTER_DIGIT_TIMEOUT 5 This is the timeout that takes place when user stops

inputting digits. The timeout is treated as digit collection completion, and when it occurs, the application sends out an invite. Range in seconds of 1 to 10.

IPADD 0.0.0.0 IP Address of the telephone. Range is 7 to 15 ASCII

characters (less than the default string length) defining one IP Address in dotted-decimal format.

L2Q 0 Requests 802.1Q tagging mode (auto/on/of f). Values are:

0 = auto 1 = on 2 = off

L2QAUD 6 Layer 2 audio priority value. Range from 0 to 7. L2QSIG 6 Layer 2 signaling priority value. Range from 0 to 7. L2QVLAN n/a 802.1Q VLAN Identifier (0 to 4094). Null (" ") is not a valid

value and the value cannot contain spaces. This parameter is preserved in RAM which survives reset and stored to flash (as L2QVLAN_INIT) only upon successful registration. This value is initialized from L2QVLAN_INIT after power-up. This value will not be initialized from L2QVLAN_INIT after reset, but can be modified using th e ADDR craft procedure.

LANG0STAT 1 This flag defines whether or not the built-in English is

offered to the user as a selectable item in the language selection UI menu. At least one other language file must be downloaded before "not offering" built-in English. Values are 0=not offered; 1=selectable.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

LANGUAGES " " (Null) List of links to language files to be downloaded.

Substrings are delimited by commas. Maximum length is 1023 characters. Each substring must follow one of the these naming rules:

Substring is identical to a file name without any prefix specifying the path or server. The files are downloaded from the same source as the settings file(s).

Substring may provide a prefix to the file name, which specifies the relative path ("../" for next higher directory level) from the directory to which the settings file(s) has been downloaded to the directory the language file will be downloaded.

Substring specifies the completed URL to the language file including protocol identifier ("http://" or "https://"), server and path.

LOCAL_LOG_LEVEL 3 Numerical code of severity level. Store entries to the local

event log, if event occurs with a severity level whose numerical code is equal to or less than the LOCAL_LOG_LEVEL value. Values are: 0 (emergencies), 1 (alerts), 2 (critical), 3 (errors), 4 (warning), 5 (notice), 6 (informational), 7 (debug).

LOG_CATEGORY Comma-separated list of keywords in standard string

format representing logging categories (SW modules or functions to be included in lower level logging). Logging implementation blocks all traces at level 4 "Warning" or lower, unless the category corresponding to a given trace is enabled. If the LOCAL_LOG_LEVEL is set to "Warning" or lower, this parameter would enable low-level traces from the adaptors or manager as indicated. Applies to all logging mechanisms (syslog and local log). Example: "ALSIP, SESSION" enables debug level traces from the ALSIP adaptor and Session manager.

LOGSRVR " " (Null) Syslog server IP or DNS address. 0 to 255 characters:

zero or one IP Addresses in dotted decimal or DNS name format.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

MEDIAENCRYPTION 9 This parameter sets the cryptosuite and session

parameters for SRTP. The parameter can have one or two of the following nine values (separated by commas without any intervening spaces):

1=aescm128-hmac80 2=aescm128-hmac32 3=aescm128-hmac80-unauth 4=aescm128-hmac32-unauth 5=aescm128-hmac80-unenc 6=aescm128-hmac32-unenc 7=aescm128-hmac80-unenc-unauth 8=aescm128-hmac32-unenc-unauth 9=none

MSGNUM " " (Null) Voice mail system telephone/extension number.

Specifies the numb er to be dialed automatically when the telephone user presses the Message button.

MTU_SIZE 1500 Maximum Transmission Unit size. Range is 1496 or 1500

only octets.

MYCERTCAID CAIdentifier Certificate Authority Identifier. String identifying whether

the endpoints can work with another certificate authority.

MYCERTCN $SERIALNO Common name (CN) for SUBJECT in SCEP certificate

request. Values are: $SERIALNO = the phone's serial number is included as

CN parameter in the SUBJECT of a certificate request. $MACADDR = the phone's MAC address is included as

CN parameter in the SUBJECT in the certificate request.

MYCERTDN " " (Null) Common part of SUBJECT in SCEP certificate request.

String which defines the part of SUBJECT in a certificate request (including Organizational Unit, Organization, Location, State, Country), of 0 to 255 characters, starting with / and separating items with /.

MYCERTKEYLEN 1024 Private Key length in range of 1024 to 2048. MYCERTRENEW 90 Threshold to renew certificate (given as percentage of

device certificate's Validity Object). Range is 1 to 99.

MYCERTURL " " (Null) URL of SCEP server . S tring represen ting zero or one URI

starting with "http://", 0 to 255 characters.

MYCERTWAIT 1 Flag defining phone's behavior when performing

certificate enrollment. Values are: 0=wait until a certificate or a denial is received or a

pending notification is received. 1=periodical check in the background.

NETMASK 0.0.0.0 IP subnet mask. Range is 7 to 15 ASCII characters

defining one IP Address in dotted-decimal format.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

NO_DIGITS_TIMEOUT 20 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 longer. Range in seconds is 1 to 60.

OUTBOUND_ SUBSCRIPTION_ REQUEST_DURATION

86400 Number of seconds used in initial SUBSCRIBE

messages. This is the suggested duration value of the telephone, which might be lowered by the server, depending on the server configuration. Range is 60-31536000. Note that the default value is equal to one day and the maximum value represents one year.

PHNCC 1 Telephone country code. The administered international

country code for the location by the algorithm that dials calls from the incoming Call Log. Range: 1-3 digits, from “1” to “999.”

PHNDPLENGTH 5 Internal extension telephone number length. Specifies

the number of digits associated with internal extension numbers by the algorithm that dials calls from the incoming Call Log. Range: 1 or 2 digits, from “3” to “13.”

PHNIC 011 Telephone international access code. The maximum

number of digits, if any, dialed to access public network international trunks by the algorithm that dials calls from the incoming Call Log. Range: 0-4 digits.

PHNLD 1 Telephone long distance access code. The digit, if any,

dialed to access public network long distance trunks. Range: 1 digit (0 to 9) or " " (Null). Needed for "Enhanced Local Dialing Algorithm."

PHNLDLENGTH 10 Length of national telephone number. The number of

digits in the longest possible national telephone number. Range: 5 to 15. Needed to for "Enhanced Local Dialing Algorithm."

PHNOL 9 Outside line access code. The character(s) dialed,

including # and *, if any, to access public network local trunks. Range: 0-2 dialable numeric digits, including " " (Null).

PHY1STAT 1 Ethernet line interface setting (1=auto-negotiate,

2=10Mbps half-duplex, 3=10Mbps full-duplex, 4=100Mbps half-duplex, 5=100Mbps full-duplex, and 6=1000Mbps full-duplex if supported by the hardware).

PHY2PRIO 0 Layer 2 priority value for frames received on or forwarded

to the secondary Ethernet interface. Set this parameter only when VLAN separation is "1" (enabled). Values are from 0-7 and correspond to the drop-down menu selection.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

PHY2STAT 1 Secondary Ethernet interface setting

(0=Secondary Ethernet interface off/disabled, 1=auto-negotiate, 2=10Mbps half-duplex, 3=10Mbps full-duplex, 4=100Mbps half-duplex, 5=100Mbps full-duplex), and, for post-Release S1.0 use, 6=1000Mbps full-duplex (if supported by the hardware).

PHY2VLAN 0 VLAN identifier used by frames received on or forwarded

to the secondary Ethernet interface. Set this parameter only when VLAN separation is “1” (enabled). Value is 1-4 ASCII numeric digits from “0” to “4094.” Null is not a valid value, nor can the value contain spaces.

PROCPSWD 27238 Text string containing the local (dialpad) procedure

password (Null or 1-7 ASCII digits). If set, password must be entered immediately after accessing the Craft Access Code Entry screen, either during initialization or when Mute is pressed to access a craft procedure. Intended to facilitate restricted access to local procedures even when command sequences are known. Password is viewable, not hidden.

PROCSTAT 0 Controls access to local (dialpad) administrative

procedures. Values are: 0 = Full access to craft local procedures.

1 = restricted access to craft local procedures.

PROVIDE_ LOGOUT 1 Flag to define whether or not logout function is provided

to user. If disabled and phone is operating in user mode, hide "Logout" item in A (Avaya) menu. Values are: 0=off; 1=on.

PROVIDE_ NETWORKINFO_ SCREEN

1 Flag to define whether or not "Network Information"

menu is provided to user. If disabled and phone is operating in user mode, hide complete "Network Information" option/sub-menu. Values are: 0=off; 1=on.

PROVIDE_OPTIONS_ SCREEN

1 Flag to define whether or not "Options & Settings" menu

is provided to user. If disabled and phone is operating in user mode, hide complete "Option & Settings" menu tree. Values are: 0=off; 1=on.

REGISTERWAIT 3600 Number of seconds for next re-registration to SIP server.

Range in seconds 10 - 1 000 000 000.

ROUTER 0.0.0.0 Address(es) of default router(s) / gateway(s) in the IP

network. Range is 7-127 characters defining one or more IP Addresses in dotted decimal format, separated by commas without any intervening spaces.

RTCPCONT 1 Enables/disables the RTCP in parallel to RTP audio

streams. Values are 0=RTCP disabled, 1=RTCP enabled.

RTP_PORT_LOW 5004 Specifies lower limit of a port range to be used by RTP/

RTCP or SRTP/SRTCP connections, for example, to adapt to firewall traversal policies. Values: 1024-65503.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

RTP_PORT_RANGE 40 Specifies the width of the port range to be used by RTP/

RTCP or SRTP/SRTCP connections, for example, to adapt to firewall traversal policies. The upper limit is calculated by the value of RTP_PORT_LOW plus the value of RTP_PORT_RANGE, taking into consideration the overall limit of 65535. Values: 32-64511.

SEND_DTMF_ TYPE 2 Defines whether DTMF tones are send in-band (regular

audio) or out-band (negotiation and transmission of DTMF according to RFC 2833, with fallback to send in-band DTMF tones, if far end does not support RFC2833). Values are 1=in-band DTMF; 2=RFC2833 procedure.

SIG 0 Parameter to allow to download during start-up the

specific configuration sets for H323 or SIP endpoints. Va lid values are:

0=Default 1=H323 2=SIP

SIG_PORT_LOW 1024 Lower limit of port range for signaling to support by the

phone. Values range from 1024 to 65503.

SIG_PORT_RANGE 64511 Port range for signaling to support by the phone. Values

range from 32 to 64511.

SIP_PORT_SECURE 5061 Default SIP port (for secure message transfer via TLS).

Values range from 1024 - 65535.

SIPDOMAIN " " (Null) SIP domain name for registration. 0 to 255 characters:

string representing domain name.

SIPPORT 5060 Default SIP port (for non-secure message transfer only).

Values range from 1024 - 65535.

SIPROXYSRVR " " (Null) SIP proxy/registrar server IP or DNS address. Zero or

one IP Address. Format is dotted decimal or DNS format, separated by commas, with no spaces (0-255 ASCII characters, including commas).

SIPSIGNAL 2 SIP signaling transport protocol. Values are:

0=UDP 1=TCP 2=TLS over TCP

SNMPADD " " (Null) Text string containing zero or more allowable source IP

Addresses for SNMP queries, in dotted decimal or DNS format, separated by commas, with up to 255 total ASCII characters including commas and no intervening spaces.

SNMPSTRING " " (Null) Text string containing the SNMP community name string

(up to 32 ASCII characters, no spaces).

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

SNTPSRVR " " (Null) Used to retrieve date and time via SNTP (in case of

several entries the first address is always first, etc.). Zero to 255 characters: zero or more IP Addresses in dotted decimal or DNS name format, separated by commas without any intervening spaces.

SYSTEM_ LANGUAGE " " (Null) System Default Language definition. String representing

a file name (shall be identical to one of the file names received via LANGUAGES parameter or null).

TCP_KEEP_ALIVE_ INTERVAL

10 Time interval (number of seconds) after which TCP

keep-alive packets are re-transmitted. The interval is started by the system TCP/IP stack (when TCP keep-alive is enabled with specified time intervals). Va lues are 5-60 seconds.

TCP_KEEP_ALIVE_ STATUS

1 Indicates whether TCP/IP keep-alive should be enabled

at the system. Values are 0=TCP keep alive disabled, 1=TCP keep alive enabled.

TCP_KEEP_ALIVE_TIME 60 This time interval is the time Avaya Agent Deskphone

16CC telephones will wait before sending out a TCP keep-alive message (TCP ACK message) to the far-end. The time is controlled by the system's TCP/IP stack. The timer is restarted after application level data (for example, a SIP message) is sent over the socket. When the system is idle, this keep-alive time expires and results in sending a TCP ACK (keep-alive) packet. Valid values are 10-3600 (seconds).

TIMEFORMAT 0 Display time according to defined format in the top line

and in the call log. Values are: 0=am/pm format 1=24h format

TLSDIR " " (Null) Path name for https downloads. Character string of 0 to

127 characters representing a directory name or path to directory.

TLSPORT 443 Destination TCP port used for requests to https server

during initialization. Values: 0-65535.

TRUSTCERTS " " (Null) File names of certificates to be used for authentication.

List of file names separated by commas (0 to 1024 characters).

USE_QUAD_ZEROS_ FOR_HOLD

0 Flag that indicates whether a= directional attributes or

0.0.0.0 IP Address is used in the SDP to signal hold operation. 0=use “a= directional attributes”, 1=use quad zeros.

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Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters (continued)

Parameter Name

Default

Value

Description and Value Range

VLANSEP 1 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. If tags are not changed, no tag-based forwarding is employed. Values are: 1=On/Enabled, 2= Off/Disabled. This parameter is used with several related parameters. For more information, see VLAN Separation

on page 84.

VLANTEST 60 Number of seconds to wait for a DHCPOFFER when

using a non-zero VLAN ID (1-3 ASCII digits, from “0” to “999”).

WAIT_FOR_ REGISTRATION_TIMER

10 Time in seconds the SIP application will wait for a re gister

response message. If no message is received, registration is retried. Range is 1-60 (seconds).

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Note:

Note: Table 9 applies to all Avaya Agent Deskphone 16CC telephones, however cert ain

16CC telephones might have additional, optional information that you can administer. For more information, see Chapter 9:

Administering Applications and

Options.

VLAN Considerations

This section contains information on how to administer 16CC telephones to minimize registration time and maximize performance in a Virtual LAN (VLAN) environment. If your LAN environment does not include VLANs, set the system parameter L2Q to 2 (of f) to ensure correct operation.

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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.

If VLAN tagging is enabled (L2Q= 0 or 1), the Avaya Agent Deskphone 16CC telephones set the VLAN ID to L2QVLAN, and the VLAN priority for packets from the telephone to L2QAUD for audio packets and L2QSIG for signalling packets. The default value (6) for these parameters is the recommended value for voice traffic in IEEE 802.1D.

Regardless of the tagging setting, an Avaya Agent Deskphone 16CC telephone will always transmit packets from the telephone at absolute priority over packets from secondary Ethernet. The priority settings are useful only if the downstream equipment is administered to give the voice VLAN priority.

VLAN Detection

VLAN Considerations

The telephones support automatic detection of the condition where the L2QVLAN setting is incorrect. When VLAN tagging is enabled (L2Q= 0 or 1) initially the telephone transmits DHCP messages with IEEE 802.1Q tagging and the VLAN set to L2QVLAN. The telephones will continue to do this for VLANTEST seconds.

● If the VLANTEST timer expires and L2Q=1, the telephone sets L2QVLAN=0 and transmits

DHCP messages with the default VLAN (0).

● If the VLANTEST timer expires and L2Q=0, the telephone sets L2QVLAN=0 and transmits

DHCP messages without tagging.

● If VLANTEST is 0, the timer will never expire.

Note:

Note: Regardless of the setting of L2Q, VLANTEST, or L2QVLAN, you must have

DHCP administered so that the telephone will get a response to a DHCPDISCOVER when it makes that request on the default (0) VLAN.

After VLANTEST expires, if a telephone receives a non-zero L2QVLAN value, the telephone will release the IP Address and send DHCPDISCOVER on that VLAN. Any other release will require a manual reset before the telephone will attempt to use a VLAN on which VLANTEST has expired. See the Reset procedure in Chapter 3 of the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

The telephone ignores any VLAN ID administered on the Communication Manager call server.

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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).

The VLAN ID = 0 (zero) is used to associate priority-tagged frames to the port/native VLAN of the ingress port of the switch. But some switches do not understand a VLAN ID of zero and require frames tagged with a non-zero VLAN ID.

If you do not want the default VLAN to be used for voice traffic:

● Ensure that the switch configuration lets frames tagged by the 16CC telephone through

without overwriting or removing them.

● Set the system value L2QVLAN to the VLAN ID appropriate for your voice LAN.

Another system value you can administer is VLANTEST. VLANTEST defines the number of seconds the telephone waits for a DHCPOFFER message when using a non-zero VLAN ID. The VLANTEST default is “60” seconds. Using VLANTEST ensures that the telephone returns to the default VLAN if an invalid VLAN ID is administered or if the phone moves to a port where the L2QVLAN value is invalid. The default value is long, allowing for the scenario that a major power interruption is causing the phones to restart. Always allow time for network routers, the DHCP servers, etc. to be returned to service. If the telephone restarts for any reason and the VLANTEST time limit expires, the telephone assumes the administered VLAN ID is invalid. The telephone then initiates registration with the default VLAN ID.

Setting VLANTEST to “0” has the special meaning of telling the phone to use a non-zero VLAN indefinitely to attempt DHCP. In other words, the telephone does not return to the default VLAN.

Note:

Note: If the telephone returns to the default VLAN but must be put back on the

L2QVLAN VLAN ID, you must Reset the telephone. See the Reset procedure in the Avaya Agent Deskphone 16CC Installation and Maintenance Guide.

VLAN Separation

VLAN separation is available to control priority tagging from the device on the secondary Ethernet, typically PC data. The following system parameters control VLAN separation:

● VLANSEP - enables (1) or disables (0) VLAN separation.

● PHY2VLAN - provides the VLAN ID for tagged frames received on the secondary Ethern et

interface.

● PHY2PRIO - the layer 2 priority value to be used for tagged frames received on the

secondary Ethernet interface.

Table 10

provides several VLAN separation guidelines.

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VLAN Considerations

Table 10: VLAN Separation Rules

If Then

VLANSEP is “0” OR the telephone is

not tagging frames,

Frames received on the secondary Ethernet interface will not be changed before forwarding. For example, tagging is not added or removed and the VLAN ID

OR the telephone is tagging frames with a VLAN ID equal to PHY2VLAN.

and tagged frames priority are not changed. The Ethernet switch forwarding logic determines that frames received on the Ethernet line interface are forwarded to the secondary Ethernet interface or to the telephone without regard to specific VLAN IDs or the existence of tags.

VLANSEP is “1” (On/Enabled) All tagged frames received on the secondary Ethernet

interface are changed before forwarding to make the VLAN ID equal to the PHY2VLAN value and the priority value equal to the PHY2PRIO value.

Untagged frames received on the secondary Ethernet interface are not changed before forwarding.

Tagged frames with a VLAN ID of zero (priority-tagged frames) will either be:

- forwarded without being changed (preferred), or

- changed before they are forwarded such that the VLAN ID of the forwarded frame is equal to the PHY2VLAN value and the priority value is equal to the PHY2PRIO value.

VLANSEP is “1” (On/Enabled)

AND the telephone is not tagging frames,

The Ethernet switch forwarding logic determines that frames received on the Ethernet line interface are forwarded to the secondary Ethernet interface or to

OR if the telephone is tagging frames with a

the telephone without regard to specific VLAN IDs or the existence of tags.

VLAN ID equal to PHY2VLAN,

Frames received on the secondary Ethernet interface will not be changed before forwarding. In other words, tagging is not added or removed, and the VLAN ID and priority of tagged frames is not changed.

Tagged frames received on the Ethernet line interface will only be forwarded to the secondary Ethernet interface if the VLAN ID equals PHY2VLAN.

Tagged frames received on the Ethernet line interface

VLANSEP is “1” (On/Enabled)

OR if the PHY2VLAN value is zero.

AND the telephone is tagging frames with a VLAN ID not equal to PHY2VLAN,

will only be forwarded to the telephone if the VLAN ID AND the PHY2VLAN value is not zero.

equals the VLAN ID used by the telephone.

Untagged frames will continue to be forwarded or not

forwarded as determined by the Ethernet switch

forwarding logic.

Tagged frames with a VLAN ID of zero

(priority-tagged frames) will either be:

- forwarded to the secondary Ethernet interface or the

telephone as determined by the forwarding logic of

the Ethernet switch (preferred), or

- dropped.

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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 6 must be a valid, non-zero, dotted decimal address, otherwise, DNS fails. The text string for the DOMAIN system parameter (Option 15, Table 9 before the telephone attempts DNS address resolution. If Option 6 contains a list of DNS addresses, those addresses are queried in the order given if no response is received from previous addresses on the list. As an alternative to administering DNS by DHCP, you can specify the DNS server and/or Domain name in the HTTP script file. But first SET the

DNSSRVR and DOMAIN values so you can use those names later in the script.

Note:

Note: Administer Options 6 and 15 appropriately with DNS servers and Domain names

respectively.

on page 52 for information. At least one address in Option

) is appended to the address(es) in Option 6

Local Administrative (Craft) Options Using the Telephone Dialpad

The Avaya Agent Deskphone 16CC Installation and Maintenance Guide details how to use Craft local procedures at the telephone for administration. The local procedures you might use most often as an administrator are:

● ADDR - Static address programming.

● CLEAR - Remove all administered values, user-specified data, option settings, etc. and

return a telephone to its initial “out of the box” default values.

● DEBUG - Enable or disable debug mode for the button module serial port.

● GROUP - Set the group identifier on a per-phone basis.

● INT - Locally enable or disable the secondary Ethernet hub.

● RESET - Reset the telephone to default values including the registration extension and

password, any values administered through local procedures, and values previously downloaded using DHCP or a settings file.

● RESTART - Restart the telephone in response to an error condition, including the option to

reset system values.

● SIP - Configure SIP call settings.

● TEST - Tests the lamps on the telephone.

● VIEW - Review the system parameters for the telephone to verify current values and file

versions.

Note:

Note: Avaya Agent Deskphone 16CC telephones are factory-set with the SIP protocol.

Therefore, you do not have to use the SIG local procedure to set SIP as the telephone’s default protocol.

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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.

All downloadable language files contain all the information needed for the telephone to present the language as part of the user interface.

Use the configuration file (46xxsettings.txt) and these parameters to customize the settings for up to four languages:

Language Selection

● LANGUAGES - the list of languages to be downloaded from which the end user can select

a desired display language. Each language is listed in the following format: Mlf_{language_name}.xml, for example, Mlf_German.xml.*

● SYSTEM_LANGUAGE - a string indicating the filename of the default system language.

The string indicates which of the available languages to use for display purposes. If this parameter is not set, or if no other language has been set by the user, or if a user language choice cannot be satisfied, the built-in English strings are used.

● LANG0STAT - Allows the user to select the built-in English language when other

languages are downloaded. If LANG0STAT is "0" and at least one language is downloaded, the user cannot select the built-in English language. If LANG0STAT is "1" (the default) the user can select the built-in English language text strings.

For more information, see Avaya Agent Deskphone 16CC Customizeable System Parameters

Note:

Note: Specifying a language other than English in the configuration file has no impact

on Avaya Communication Manager settings, values, or text strings.

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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. The telephone can automatically prepend the correct digits, saving the user time and effort. This is the Enhanced Local Dialing feature. The key to the success of this feature is accurate administration of several important values, summarized below.

The system values relevant to the Enhanced Dialing Feature are:

● ENHDIALSTAT - Enhanced dialing status. If set to “1” the enhanced local dialing feature is

partially enabled, meaning dialing rules do not apply to dialing from the Contact s list. If set to “2” the enhanced local dialing feature is fully enabled and does apply to dialing from the Contacts list. If set to “0” enhanced local dialing is off.

● PHNCC - the international country code of the Communication Manager (CM) call server.

For example, “1” for the United States, “44” for the United Kingdom, and so on.

● PHNDPLENGTH - the length of the dial plan on the CM call server.

● PHNIC - the digits the CM call server dials to access public network international trunks.

For example, “011” for the United States.

● PHNLD - the digit dialed to access public network long distance trunks on the CM call

server.

● PHNLDLENGTH - the maximum length, in digits, of the national telephone number for the

country in which the CM call server is located.

● PHNOL - the character(s) dialed to access public network local trunks on the CM call

server.

Note:

Note: In all cases, the values you administer are the values relevant to the location of

the CM call server at which a 16CC telephone is registered. If a telephone is in Japan, but its CM call server is in the United States, set the PHNCC value to “1" for the United States.

In all cases, the digits the telephones insert and dial are subject to standard CM call server features and administration. This includes Class of Service (COS), Class of Restriction (COR), Automatic Route Selection (ARS), and so on.

As indicated in Table 9

, you can administer the system parameter

ENHDIALSTAT to turn off the Enhanced Local Dialing feature.

Example: A user initiates an international call. The telephone determines the number to be

called is from another country code. The telephone then prepends the rest of the telephone number with PHNOL to get an outside line and PHNIC to get an international trunk. The telephone then dials normally, with the CM call server routing the call appropriately.

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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 originating application specifies a Source Flag set to No, and

● The current value of ENHDIALSTAT is “1” (partially enabled) or “2” (fully enabled).

The Phone application takes the incoming character string, applies an algorithm, and determines the string of digits to be sent to Avaya Communication Manager (CM) for dialing. At this point the Phone application goes off-hook and sends the digits to CM.

The Source Flag has two possible values:

● Yes - the Called Party Number has been administered or otherwise identified as a valid

outgoing phone number, such as a Speed Dial button, Redial number, or Outgoing Call Log number, or

Enhanced Local Dialing

● No - the Called Party Number comes from a source that is likely to require enhanced local

dialing processing, for example, the Incoming Call Log application.

Note:

Note: The Enhanced Local Dialing algorithm requires that telephone numbers be

presented in a standard format. The standard format depends on how you administer the parameters indicated in Table 9

. The algorithm also assumes that international telephone numbers are identified as such in, for example, the Contacts application. Precede international numbers with a plus (+) sign, and a space or some non-digit character following the country code.

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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 Frequency (Hz) Cadence (seconds)

2 Agent Confirmation (no agent message waiting)

3 Agent Confirmation (no agent message waiting)

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

Agent Confirmation (agent message waiting)

Agent Confirmation (agent message waiting) Agent Confirmation (no agent message waiting)

350+440

440 425

440 404

440 425

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

19x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.1on, 0.01off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

Agent Confirmation (agent message waiting)

90 Avaya Agent Deskphone 16CC Administrator Guide

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

440 425

440

350+440

440 425

440

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

5x(0.05on.0.05off)

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Agent Confirmation Tones

ID # Agent Tone Frequency (Hz) Cadence (seconds)

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

Agent Confirmation (no agent message waiting)

330 440

425 440

350+440

440

350+440

440 330

440

350+440

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

Agent Confirmation (agent message waiting) Agent Confirmation (no agent message waiting)

Agent Confirmation (agent message waiting)

440

350+440

440

350+440

440

350+440

440

350+440

440 425

440

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.15on, 0.15off)

5x(0.05on.0.05off)

3x(0.1on, 0.1off)

5x(0.05on.0.05off)

19x(0.05on, 0.05off)

5x(0.05on.0.05off)

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ID # Agent Tone Frequency (Hz) Cadence (seconds)

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

Agent Confirmation (no agent message waiting)

Agent Confirmation (agent message waiting) Agent Confirmation (no agent message waiting)

Agent Confirmation (agent message waiting)

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

Agent Confirmation (no agent message waiting)

Agent Confirmation (agent message waiting)

480 440

425

440

400x24

440 350

440 400

440

1 second, then off

5x(0.05on,0.05off)

0.1on, 0.1off,

0.1on,0.1off

5x(0.05on.0.05off)

0.1on, 0.1off,

0.3on,0.3off

5x(0.05on,0.05off)

0.128on, 0.128off,

0.384on

5x(0.05on.0.05off)

0.15on, 0.15off, 0.3on 5x(0.05on.0.05off)

20x(0.125on,

0.125off)

5x(0.05on.0.05off)

Agent Confirmation (no agent message waiting) Agent Confirmation (agent message waiting)

950 440

450 440

1 second, then off

5x(0.05on, 0.05off)

0.04on, 0.04off

5x(0.05on,0.05off)

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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. In 4600 and 9600 Series H.323 IP Telephones, the parameters APPST AT (meaning Application permission status) and OPSTAT (meaning Options permission status) control application access and functionality. However, 16CC telephones have a more granular way of assigning functionality, with a specific parameter for each permission, as follows:

● ENABLE_CALL_LOG - Allows end user access to the list of unanswered and answered

calls. If disabled, the Call Log application is not displayed to the user and calls are not logged.

● ENABLE_REDIAL - Allows the end user to redial one to three previously called numbers.

If disabled, redialing is not available to the end user.

● ENABLE_REDIAL_LIST - Allows the end user to select a number to redial from a list. If

disabled, only the previously-dialed number can be redialed.

● ENABLE_CONTACTS - Allows end user access to a list of numbers and to make calls by

selecting a Contact Name/Number . If disabled, the Cont acts application is not displayed to the user and a Contact list cannot be set up or maintained.

● ENABLE_MODIFY_CONT ACTS - If the Contacts application is enabled

(ENABLE_CONTACTS=1), this option allows or prevents the end user from changing or updating the Contact list.

● PROVIDE_OPTIONS_SCREEN - If disabled, the Options & Settings menu is not

displayed on the Avaya menu. The user cannot change any of the features and options associated with the Options & Settings menu.

● PROVIDE_NETWORKINFO_SCREEN - If disabled, the Network Information menu is not

displayed on the Avaya menu.

● PROVIDE_LOGOUT - If disabled, Logout is not displayed to the user as an option on the

Avaya menu. Note that this option is never displayed when an agent is logged in as such. The agent must first log out with a Reason Code (if required) before telephone/extension

log out can occur. These parameters have On (1=enabled)/Off (0=disabled) settings, and are described in detail in

Table 9:

Avaya Agent Deskphone 16CC Customizeable System Parameters.

Note:

Note: To facilitate administration of application-related parameters, the 9600 Series

(both SIP and H.323) IP Telephones, 4600 Series IP Telephones, and Avaya Agent Deskphone 16CC telephones use the same 46xxsettings.txt file.

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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.

Parameter Set/Get PPM Method & Parameter

AGCHEAD DeviceData; AgcForHeadset AUDIOPATH DeviceData; DefaultAudioPath CALL_LOG_ACTIVE DeviceData; CallHistoryActivated CALL_LOG_BRIDGED DeviceData;

CLICKS DeviceData; ButtonClicksEnabled CURRENT_LOGO DeviceData; CurrentLogo

CallHistoryLoggingBridgedCalls

ERRORTONE DeviceData; ErrortoneEnabled LANGUAGE_FILE_IN_USE DeviceData; LanguageFileInUse PERSONALRING VolumeSettings; RingerCadence PHNSCRONCALL

PHNSCRONALERT DeviceData;

PHNTIMERS DeviceData; DisplayCallTimers PHNREDIAL DeviceData;EffectOfRedialButton PHNVISUALALERT DeviceData; UseVisualAlerting RingerVolume VolumeSettings; RingerVolume ReceiverVolume VolumeSettings; ReceiverVolume TIMEFORMAT DeviceData; TimeFormat USER_LANGUAGE_CHOICE DeviceData; UserPreferredLanguage

For Contact list backup/restore, the telephone uses the getContactList method request to retrieve the user’s contact list from PPM. This request is issued during PPM Synchronization as specified in PPM Synchronization. The telephone uses the setContactList command to change the contact list on the PPM when the user changes the contact list on the phone.

DeviceData; ShowPhoneScreenOnCall

ShowPhoneScreenOnAlert

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Appendix A: Glossary of Terms

802.1D

802.1Q

802.1X Authentication method for a protocol requiring a network device to authenticate with a

ARP Address Resolution Protocol, used, for example, to verify that the IP Address provided

Call Server In an Avaya SIP environment, the “call server” is the combination of SIP Enablement

CELP Code-excited linear-predictive. Voice compression requiring only 16 kbps of

CLAN Control LAN, a type of circuit pack. CNA Converged Network Analyzer, an Avaya product to test and analyze network

DHCP Dynamic Host Configuration Protocol, an IETF protocol used to automate IP Address

DiffServ Differentiated Services, an IP-based QoS mechanism.

802.1Q defines a layer 2 frame structure that supports VLAN identification and a QoS mechanism usually referred to as 802.1D.

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. Not currently applicable to 9600 Series SIP IP Telephones running SIP R1.0 software or Avaya Agent Deskphone 16CC telephones.

by the DHCP server is not in use by another IP telephone.

Services (SES) and Avaya Communication Manager.

bandwidth.

performance.

allocation and management.

DNS

H.323 A TCP/IP-based protocol for VoIP signaling. An alternative to SIP for VoIP signaling.

HTTP Hypertext Transfer Protocol, used to request and transmit pages on the World Wide

HTTPS A secure version of HTTP. IETF Internet Engineering Task Force, the organization that produces standards for

Domain Name System, an IETF standard for ASCII strings to represent IP Addresses. The Domain Name System (DNS) is a distributed Internet directory service. DNS is used mostly to translate between domain names and IP Addresses. Avaya Agent Deskphone 16CC telephones can use DNS to resolve names into IP Addresses. In DHCP, TFTP, and HTTP files, DNS names can be used wherever IP Addresses were available as long as a valid DNS server is identified first.

Avaya Agent Deskphone 16CC telephones do not support this protocol.

Web.

communications on the internet.

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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. Media

Channel

Encryption of the audio information exchanged between the IP telephone and the call server or far end telephone.

Encryption NAPT Network Address Port Translation. NAT Network Address Translation. OPS Outboard Proxy SIP. 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.

Proxy Server

An intermediary entity that acts as both a server and a client for the purpose of making requests on behalf of other clients. A proxy server primarily plays the role of routing, meaning its job is to ensure that a request is sent to another entity "closer" to the targeted user. Proxies are also useful for enforcing policy, for example, making su re a user is allowed to make a call. A proxy interprets, and if necessary, rewrites specific parts of a request message before forwarding it.

PSTN Public Switched Telephone Network, the network used for traditional telephony. QoS Quality of Service, used to refer to several mechanisms intended to improve audio

quality over packet-based networks.

RSVP Resource ReSerVation Protocol, used by hosts to request resource reservations

throughout a network.

RTCP RTP Control Protocol, monitors quality of the RTP services and can provide real-time

information to users of an RTP service.

RTP Real-time Transport Protocol. Provides end-to-end services for real-time data such as

voice over IP.

SCEP Simple Certificate Enrollment Protocol, used to obtain a digital certificate. SDP Session Description Protocol. A well-defined format for conveying sufficient

information to discover and participate in a multi session.

SES SIP Enablement Services, the Avaya solution for SIP telephony with Avaya

Communication Manager.

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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.

SRTCP Secure Real-time Transport Control Protocol. SRTP Secure Real-time Transport Protocol. System -

specific

Specific to a particular type of call server, for example, Avaya Communication Manager (CM). “System-specific signaling” refers to messages specific to the signaling protocol used by the system, for example, H.323 and/or CCMS messages used by CM and IP Office. “System-specific procedures” refers to telephone software procedures that are specific to the call server with which the software is intended to be used.

TCP/IP Transmission Control Protocol/Internet Protocol, a network-layer protocol used on

LANs and internets.

TFTP Trivial File Transfer Protocol, used to provide downloading of upgrade scripts and

binary files to certain IP telephones. 16CC telephones use HTTP or HT TPS instead of TFTP.

TLS Transport Layer Security, an enhancement of Secure Sockets Layer (SSL). TLS is

compatible with SSL 3.0 and allows for privacy and data integrity between two communicating applications.

TLV Type-Le ngth-Value elements transmitted and received as part of Link Layer Discovery

Protocol (LLDP).

UDP User Datagram Protocol, a connectionless transport-layer protocol. URI & URL Uniform Resource Identifier and Uniform Resource Locator. Names for the strings

used to reference resources on the Internet (for example, HTTP://....). URI is the

newer term.

VLAN Virtual LAN. VoIP Voice over IP, a class of technology for sending audio data and signaling over LANs. WML Wireless Markup Language, used by Web Browsers to communicate with WML

servers. Not applicable to Avaya Agent Deskphone 16CC telephones.

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Glossary of Terms

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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

each segment of Avaya Call Center 5.0.

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

. That document provides a "road map" to related documentation for

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.

ISO/IEC, ANSI/IEEE Documents

Access the ISO/IEC standards Web site for more information about IP Telephony standards, guidelines, and published documents: http://www.iec.ch

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