Avaya Agent Deskphone 16CC User Manual

Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Release 1.0

16-602095

January 2008

Issue 1

Notice

While reasonable efforts were made to ensure that the infor mation in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

For full legal page information, please see the complete document, A vaya Legal Page for Hardware Documentation, Document number 03-600759.

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

http://www.avaya.com/support

the search box. Documentation disclaimer

Avaya Inc. is not responsible for any modifications, addition s, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or informa tion described or o ff ered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warran ty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:

http://www.avaya.com/support

Except where expressly stated otherwise, the Product is protected by copyrigh t and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense un der the applicable law.

Avaya support

Avaya provides a telephone number for you to use to report pro blems or t o ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com/support

Software License

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

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

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

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

License Type(s):

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

and search for the document number in

(“GENERAL LICENSE TERMS”). IF

Third-party Components

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

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

Interference

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

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Intended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Document Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Issue Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Online Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2: Avaya Agent Deskphone 16CC Installation . . . . . . . . . . 9

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone Model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Avaya Agent Deskphone 16CC in the Avaya SIP Environment. . . . . . . . . . . 13

Assembling the Avaya Agent Deskphone 16CC Telephone . . . . . . . . . . . . 13

Powering the Avaya Agent Deskphone 16CC . . . . . . . . . . . . . . . . . . 14

Power Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Dynamic Addressing Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 3: Local Administrative Options . . . . . . . . . . . . . . . . . 21

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Accessing Local (Craft) Procedures . . . . . . . . . . . . . . . . . . . . . . . . . 22

Entering Data for Administrative Options . . . . . . . . . . . . . . . . . . . . . . 23

About Local Administrative Procedures . . . . . . . . . . . . . . . . . . . . . . . 23

Pre-Installation Checklist for Static Addressing. . . . . . . . . . . . . . . . . . . 25

Static Addressing Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Disable/Enable Automatic Gain Control . . . . . . . . . . . . . . . . . . . . . . . 27

Clear Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Disable/Enable Debug Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Group Identifier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Interface Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Disable/Enable Event Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Logout extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Reset System Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Restart the Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Signaling Protocol Identifier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Site-Specific Option Number Setting. . . . . . . . . . . . . . . . . . . . . . . . . 34

Issue 1 January 2008 3

Contents

Configuring SIP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Configuring Time Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Testing LEDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

The View Administrative Option . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Chapter 4: Maintaining Avaya Agent Deskphone 16CC Telephones. . . 37

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Downloading Software Upgrades. . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Download Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Updating the Settings File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Downloading Language Files. . . . . . . . . . . . . . . . . . . . . . . . . . . 39

The GROUP System Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Chapter 5: Troubleshooting Guidelines . . . . . . . . . . . . . . . . . . 41

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Error Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

DTMF Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Power Interruption. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Installation Error and Status Messages . . . . . . . . . . . . . . . . . . . . . . . 42

Operational Errors and Status Messages . . . . . . . . . . . . . . . . . . . . . . 44

Appendix A: Restart Scenarios. . . . . . . . . . . . . . . . . . . . . . . 53

Scenarios for the Restart Process . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Restart the Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Boot File Needs to be Upgraded . . . . . . . . . . . . . . . . . . . . . . . . . 54

Latest Boot File Loaded/No Application File or

Application File Needs to be Upgraded. . . . . . . . . . . . . . . . . . . . . 57

Latest Boot File and System-Specific

Application File Already Loaded . . . . . . . . . . . . . . . . . . . . . . . . 59

Appendix B: Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . 61

Terms Used in This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Appendix C: Related Documentation . . . . . . . . . . . . . . . . . . . 63

IETF Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

ITU Documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

ISO/IEC, ANSI/IEEE Documents . . . . . . . . . . . . . . . . . . . . . . . . . 63

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

4 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Chapter 1: Introduction

About This Guide

This guide describes how to install and maintain the Avaya Agent Deskphone 16CC in a

Session Initiation Protocol (SIP) environment for exclusive use by Avaya Call Center 5.0.

Both of the following must be installed to use Avaya Agent Deskphone 16CC with the SIP

protocol:

● Avaya Communication Manager Release 5.0 and greater, and

● SIP Enablement Session (SES) software Release 5.0 and greater.

Note:

Note: Any reference to HTTP in this guide applies equally to HTTPS.

Intended Audience

This document is intended for personnel who install and administer Avaya Agent Deskphone

16CC telephones.

CAUTION:

CAUTION: Avaya does not support many of the products mentioned in this document. Take

care to ensure that there is adequate technical support available for the servers involved, including, but not necessarily limited to, HTTP, HTTPS, and DHCP servers. If the servers are not functioning correctly, the telephones might not be able to operate correctly.

Issue 1 January 2008 5

Introduction

Document Organization

The guide contains the following sections:

Chapter 1: Chapter 2: Avaya Agent

Deskphone 16CC Installation

Chapter 3: Administrative Options

Chapter 4: Maintaining Avaya Agent Deskphone 16CC Telephones

Chapter 5: Guidelines

Appendix A: Restart Scenarios

Appendix B: Terms

Appendix C: Related Documentation

Introduction Provides an overview of this guide.

Local

Troubleshooting

Glossary of

Describes the equipment and resources required to properly install and operate the Avaya Agent Deskphone 16CC in a non-call center environment. Provides instructions on installing the telephones out of the box.

Describes how to set local administrative options, if requested by the system or LAN administrator.

Describes maintenance actions like downloading telephone software from the Avaya support Web site and customizing system values.

Describes error conditions and messages that might occur during installation and operation of the Avaya Agent Deskphone 16CCTelephones.

Explains the different scenarios possible for the sequence o f the restart process.

Provides a glossary of terms used in this document or which are generally applicable to the Avaya Agent Deskphone 16CC.

Provides references to external documents that relate to telephony in general.

Issue Date

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

6 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Online Documentation

See the Avaya support site at http://www.avaya.com/support for technical and end user

documentation related to the Avaya Agent Deskphone 16CC. The Avaya Agent Deskphone

16CC is part of the Avaya Call Center 5.0 solution. Documents specific to the solution, such as

Getting Started with Avaya Call Center 5.0 and Avaya Agent Deskphone 16CC (Document

Number 129214) and What’s New for Avaya Call Center 5.0 are also available on the Avaya

support site.

Online Documentation

See Appendix C:

such as those published by the Internet Engineering Task Force (IETF) and the International

Telecommunication Union (ITU).

Related Documentation for Web sites that list related, non-Avaya documents,

Customer Support

For Avaya Agent Deskphone 16CC Telephone support, call the Avaya support number provided

to you by your Avaya representative or Avaya reseller.

Information about Avaya products can be obtained at the following URL:

http://www.avaya.com/support

Issue 1 January 2008 7

Introduction

8 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Chapter 2: Avaya Agent Deskphone 16CC

Installation

Introduction

The Avaya Agent Deskphone 16CC was developed to provide a SIP solution for Avaya call

centers. When not being used as a call center agent telephone, the 16CC has standard Avaya

SIP Advanced SIP (AST) telephone functionality.

The Avaya Agent Deskphone 16CC supports DHCP and HTTP/HTTPS over IPv4/UDP which

enhance its administration and servicing. The 16CC uses DHCP to obtain dynamic IP

Addresses and HTTP or HTTPS to download new software versions or customized settings for

the telephones.

In compliance with Australian law, the following information is provided:

This equipment shall be installed and maintained by trained service personnel. All the input/ output ports are classified as Safety Extra Low Voltage (SELV, in the meaning of IEC

60950). To maintain safety compliance when connecting the equipment electrically to other equipment, the interconnecting circuits shall be selected to provide continued conformance of clause 2.3 for SEL V circuits (gene rally, double/reinforced insulation to 240V ac rms to any primary/mains circuitry and 120Vac rms to any telecommunications network circuitry). To ensure that these conditions are adhered to, interconnect the equipment only with the already approved/certified equipment.

Telephone Model

The 16CC is the only telephone set model currently defined in the Avaya Agent Deskphone

16CC Telephone family.

This document describes the installation of this telephone model and post-installation

maintenance issues. For details about using the features provided by the telephones, see the

user documentation for the telephone. For details about telephone administration, see the

Avaya Agent Deskphone for 16CC Telephone Administrator Guide, available on the Avaya

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

see Avaya Communication Manager Release 5.0 Call Center Software Automated Call

Distribution (ACD) Guide (Document Number 07-300301).

For details about call center administration,

Issue 1 January 2008 9

Avaya Agent Deskphone 16CC Installation

Software

The Avaya Agent Deskphone 16CC ships from the factory with SIP firmware. However, a

factory-shipped 16CC telephone might not contain th e most up-to-da te sof tware for registration

and SIP operation. When the telephone is first plugged in, a software download from an HTTP

server might be initiated. The software download gives the telephone upgraded SIP

functionality.

For subsequent downloads of software upgrades, SIP Enablement Services (SES) provides the

capability for a remote reboot of the 16CC telephone. As a consequence of restarting, the

telephone automatically downloads new software if it is available. Chapt er 4:

Agent Deskphone 16CC Telephones covers downloading new software releases.

Pre-Installation Checklist

Before plugging in the Avaya Agent Deskphone 16CC telephones, verify that all the following

requirements are met. Failure to do so prevents the telephones from working properly and can

have a negative impact on the network. Print copies of this checklist for each server and 16CC

telephone.

Maintaining Avaya

Verify These Network Requirements

1. Ensure that the LAN uses Ethernet Category 5e ca bling running the IPv4 versio n of

Internet Protocol.

2. Ensure that the following is installed and/or set up and operative:

● Avaya Communication Manager (CM) Release 5.0.

● SIP Enablement Services 5.0.

● NTP Time Server.

Important:

Important: The above must be configured properly to support SIP. Prior to

plugging in the telephones the CM Off-PBX Station Form and other call center-related station form information must be completed to enable SIP and proper telephone operation within Avaya Communication Manager and Avaya Call Center 5.0. For information, see Supporting SIP Phones in Communication Manager 4.0 (Document Number 555-245-206, Issue 7, April,

2007), Implementing Avaya Call Center 5.0 with Avaya Agent

Deskphone 16CC (Document Number 129214), and Avaya Agent Deskphone 16CC Administrator Guide (Document

Number16-602093).

10 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Pre-Installation Checklist

Verify These Network Requirements (continued)

3. The following circuit packs are installed on the switch:

● TN2602 IP Media Processor circuit pack. Sites with a TN2302 IP Media

Processor circuit pack are strongly encouraged to install a TN2602 circuit pack to benefit from increased capacity.

● TN799B, C, or D Control-LAN (C-LAN) circuit pack.

Important:

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

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

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

4. The Communication Ma nager (CM) call server is configured correctly, as described in the Avaya Agent Deskphone 16CC Administrator Guide and Avaya Communication Manager documentation. Both documents are available at

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

5. The DHCP server and application are administered as described in the Avaya Agent Deskphone 16CC Administrator Guide. Note that only Option 242 applies to

Avaya Agent Deskphone 16CC telephones; Option 176 is not applicable to the 16CC.

6. The HTTP server and application are administered as described in the Avaya Agent Deskphone 16CC Administrator Guide.

7. The SIP upgrade script, telephone binary, and language files from the Avaya Support Web site, http://www.avaya.com/support

, are loaded correctly on the

HTTP/HTTPS server. Ensure that the

8. If applicable, ensure that the MSGNUM system parameter (for Voice Mail access) is administered as described in the Avaya Agent Deskphone 16CC Administrator Guide.

Notes:

- Any or all of the server applications mentioned in items 5-8 can be co-resident on the same hardware, subject to the specific restrictions of each individual application.

- See the Avaya Agent Deskphone 16CC Administrator Guide for more information about:

● administering other network equipment,

Note:

● administering applications like firewalls, and

● information about topics like port utilization.

Issue 1 January 2008 11

Avaya Agent Deskphone 16CC Installation

Requirements to Verify for Each IP Telephone

9. Y ou have an extension number and an Avaya Co mmunication Manager security code

(password) for each applicable IP telephone.

10. You have an OPTIM extension number and an Avaya Communication Manager security code (password) for each telephone, and have configured SIP Enablement Services for each telephone.

11. A Category 5e LAN jack is available at each telephone site.

12. Electrical power is provided to each telephone by a Telephone Power Module (DC

power jack, which must be ordered separately). If the LAN will supply IEEE-standard power to the telephone, no power module is required.

13. 1 Category 5e modular line cord is available for the connection between the 16CC telephone and the PC, if applicable.

14. Verify that the Avaya Agent Deskphone 16CC Telephone package includes the following components:

● One blank label installed in the phone.

● A supply of four blank paper labels.

● 1 telephone set with pre-attached wedge stand.

● 1600 Series IP Telephone Safety Instructions.

● Avaya Agent Deskphone 16CC Telephone Stand Instructions.

Note that if needed, the HIS headset cable must be ordered separately.

15. Review the 46xxsettings.txt file and/or use the ADDR, SIP, and VIEW local craft procedures as necessary to ensure that the telephone has the proper settings to register and operate. For example, if the SIPROXYSRVR and SIPDOMAIN parameters are not set in the settings file, you must either update the settings file or set the parameters on a telephone-by-telephone basis using the SIP local procedure.

12 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Avaya Agent Deskphone 16CC in the Avaya SIP Environment

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

Assembling the Avaya Agent Deskphone 16CC Telephone

CAUTION:

CAUTION: Be careful to use the correct jack when plugging in the telephone. The jacks are

located on the back of the telephone housing and are flanked by icons to represent their correct use.

Issue 1 January 2008 13

Avaya Agent Deskphone 16CC Installation

Powering the Avaya Agent Deskphone 16CC

The Avaya Agent Deskphone 16CC is powered using IEEE 802.3af standard LAN-based powering on the Ethernet line interface.

The 16CC is a Class 2 device, which automatically detects the power source (PoE versus aux power). The 16CC telephone will not pass power through to the secondary Ethernet interface.

Before installing a 16CC Telephone, verify with the LAN administrator whether the LAN supports IEEE 802.3af, and if so, that the telephone should be powered by means of the LAN.

Note:

Note: The last step in assembling the telephone must be applying power. Apply power

by plugging the modular line cord into the Ethernet wall jack (IEEE powering).

CAUTION:

CAUTION: Failure to connect the proper cables with the proper jacks might result in an

outage in part of your network.

Power Connections

1. Plug one end of a Category 5e modular line cord into the Ethernet jack of the PC and the other end into the secondary Ethernet jack on the 16CCTelephone, if appropriate.

2. If the telephone is to be IEEE-powered, plug one end of the second Category 5e mo dular line cord into the Ethernet jack on the 16CC Telephone. Plug the other end of this cord into the Ethernet wall jack. If the telephone is to be powered over the Ethernet line interface, you are finished. Do not proceed to Step 3.

3. If the telephone is to be powered locally, use the Telephone Power Module (3-prong DC power jack), available separately.

Figure 2

Avaya Agent Deskphone 16CC Telephone. Use the illustration and associated procedures as appropriate for telephone assembly.

provides an illustration to show cord-to-jack connections for local powering on an

See Figure 2 for installation.

14 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Assembling the Avaya Agent Deskphone 16CC Telephone

Figure 2: Connection Jacks on an Avaya Agent Deskphone 16CC Telephone

Issue 1 January 2008 15

Avaya Agent Deskphone 16CC Installation

Dynamic Addressing Process

Important:

Important: Before starting this process, ensure that both Avaya Communication Manager

(CM) and SIP Enablement Services (SES) are properly set up for your telephone environment.

Note:

Note: Before starting this process you must have an OPTIM extension number for the

SIP IP telephone, the Avaya Communication Manager security code (p assword), and a login and password on the SES server.

Any reference to the HTTP server applies equally to an HTTPS server.

The following Avaya Agent Deskphone 16CC installation description assumes that the process is executed successfully. For errors that might be encountered during the process and the messages displayed, see Chapter 5:

When you plug the telephone set into the Ethernet wall jack and apply power, if applicable, the following process takes place.

Troubleshooting Guidelines.

Note:

Note: If the application has already been downloaded, the whole process takes

approximately 1 to 2 minutes after the telephone is plugged in. For software upgrades, including the boot file and application file download, the process might take 5 - 10 minutes. The duration is based on LAN loading, how many telephones are being installed at once, and similar factors.

Do not unplug the power cord during the download process.

1. The telephone activates the Ethernet line interface, the PC Ethernet jack, and dial pad input to allow the invocation of procedures. The activation occurs as soon as possible after power-up or a reset.

2. During hardware initialization, configuration parameters are set to default values. The system initialization values for contrast and brightness are checked for non-null values, and set accordingly. The Avaya name displays.

3. The system initialization value for the language file in use is checked for a non-null valu e, in which case the text strings in the language file named by that value are used for text display. Otherwise, English text strings are displayed.

4. The boot code checks for a primary software code image, loads it into volatile memory, and transfers control to it. If a primary software code image is not found, the boot code loads and transfers control to the backup software code image. Feedback displays in the form of a moving outline on the black squares below the Avaya name. The outline moves from one square to the next to indicate processing is occurring.

16 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Dynamic Addressing Process

When storage of a new backup image begins, Updating: displays on the top line and DO NOT UNPLUG THE PHONE! displays on the application line until replaced by a

subsequent message. In addition, a progress bar consisting of an unfilled black rectangle displays, centered on an Application Line below the Avaya name, as shown below.

The rectangle fills with blocks from left-to-right as storage proceeds, with the filled percentage of the rectangle be ing appr oximately the sa me as the percent age of the file that has been stored.

Important:

Important: Pressing the Program softkey at any time during startup invokes the Craft

Access entry procedure to allow manual settings, but only if the PROCSTAT (local dialpad procedure status) system value is “0” providing full access to local procedures or if PROCSTAT is “1” in certain instances requiring input. For information, see Chapter 3:

Local Administrative Options. If Craft procedures are

invoked, the startup process terminates. The Program softkey also displays in conjunction with a message describing a processing conflict, for example, when an ARP response indicates a conflict in obtaining the IP Address.

5. The telephone displays the speed of the Ethernet interface in Mbps, that is, 10 or 100. The message No Ethernet displays until the software determines the interface speed.

Note:

Note: The Ethernet speed indicated is the LAN interface speed for both the telephone

and any attached PC, assuming the administrator has not disabled the latter interface by a PHY2STAT setting.

6. The IP telephone sends a request to the DHCP server and invokes the DHCP process. The following message displays:

DHCP: s secs

where s is the number of seconds that have elapsed since DHCP was invoked.

7. VLAN verification and tagging occur. The following message displays:

VLAN ID = n

where n is the VLAN ID being used.

8. The DHCP server provides IP Addresses for the following hardware:

● The IP telephone

● The HTTP/HTTPS server

● The SIP Proxy server

Issue 1 January 2008 17

Avaya Agent Deskphone 16CC Installation

9. Using the list of IP Addresses provided by the DHCP server, the telephone performs a router check and verifies that the router is on the same subnet as the IP Address. The telephone cycles through the gateway IP Addresses with ARPs or pings until it receives a response.

10. The HTTP process starts with an HTTP GET command to the HTTP server, which the telephone displays.

Note:

Note: Pressing the Program softkey at this time invokes the Craft Access entry

procedure to allow manual settings, but only if the PROCSTAT (local dialpad procedure status) system value is “0” giving full access to local procedures or is “1” in certain instances that require input. For information, see Chapter 3:

Administrative Options. If Craft procedures are invoked, the startup process

terminates. The Program softkey also displays in conjunction with a Prompt Line message describing a processing conflict, for example, when an ARP response indicates a conflict in obtaining the IP Address.

11. When connected, the telephone looks for an upgrade script file.

12. The HTTP server sends and identifies an upgrade script.

Local

The GET message might have to be sent several times. Each time the GET message is sent, the URI for the current HTTP request displays.

13. When the telephone determines that the application file received is valid, the following message displays:

File Obtained;please wait... s secs

where s is the number of elapsed seconds while non-volatile memory is erased.

14. While the application file is saved in flash memory, a progress bar shows the status:

15. The telephone attempts to download a valid device certificate using simple certificate enrollment protocol (SCEP).

Simple Certificate Enrollment Protocol (SCEP)

1. When SCEP is initiated the telephone attempts to contact an SCEP server via HTTP, using the value of the configuration parameter MYCER TURL as the URI. The HTTP connection is established to the transport address specified by the value of the configuration parameter HTTPPROXY if HTTPPROXY is not null and if the configuration parameter HTTPEXCEPTIONDOMAINS is null, or if HTTPEXCEPTIONDOMAINS is not null and the rightmost part of the domain portion of MYCERTURL does not match one of the values of HTTPEXCEPTIONDOMAINS. The values of the configuration parameters MYCERTKEYLEN, MYCERTCN, MYCERTDN are used in the certificate request.

18 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

Dynamic Addressing Process

2. While the telephone is attempting to contact the SCEP server and to obtain a ce rtificate, the Title Line displays:

SCEP: In progress... s secs

where s is the number of seconds since SCEP was initiated.

3. If the initial attempt to contact the SCEP server is not successful the telephone continues with start-up, and will not try to contact the SCEP server again unless it is reset or power-cycled.

4. If a connection to the SCEP server is successfully established, if the value of the configuration parameter MYCERTW AIT is 1, SCEP remains in progress until the request for a certificate is granted or rejected.

5. If the request for a certificate is granted, SCEP: Successful displays for at least one second, and remains until it is replaced by a subsequent display.

6. The SCEP server connection terminates, and the telephone continues with start-up. If the request for a certificate is rejected SCEP: Failed displays on the Title line for at least one second, and remains until it is replaced by a subsequent display. In this case, the SCEP server connection terminates and the telephone continues with startup.

7. If the value of the configuration parameter MYCERTWAIT is 0 (zero), SCEP remains in progress until the request for a certificate is granted or rejected or until a response is received indicating that the request is pending for manual approval. If the request for a certificate is granted or rejected, the same text will be displayed as specified in Step 5 or 6, above.

8. If a response is received indicating that the request is pending for manual approval, SCEP: Pending displays on the Title line for at least one second and remains until it is replaced by a subsequent display. The connection to the SCEP server is terminated, and the telephone continues with startup. The telephone periodically attempts to contact MYCERTURL as specified above (but in the background without displaying a ny message) until the request is granted or rejected.

9. If a device certificate and private key are successfully downloaded, they are saved in non-volatile memory along with the MYCERTURL value used to obtain them.

10. When the point in time is reached at which the percent age of the interval of time specif ied in the device certificate’s Validity object corresponding to the value of the configuration parameter MYCERTRENEW has elapsed, the telephone periodically attempts to contact MYCERTURL as specified above (but in the background without displaying any message) to renew the certificate, until the renewal request is granted or rejected.

Issue 1 January 2008 19

Avaya Agent Deskphone 16CC Installation

Registration and Login

1. Upon successful initialization and power-up, 16CC telephones display the following login prompt:

Enter Username

2. Enter the User Name/ID assigned to this telephone and press the Enter softkey.

3. Enter the password and press the Login softkey.

4. The telephone contacts PPM, logs in, and do wnloads the configuration file while the middle line displays:

Downloading configuration

After configuration the telephone uses SES (SIP Enablement Services) to register with the call server.

5. Successful completion of this process produces a headset dial tone when a call appearance is selected.

The 16CC telephone was installed successfully.

20 Avaya Agent Deskphone 16CC Installation and Maintenance Guide

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