Avaya H239, H249 Installing And Administering

Installing and Administering the Avaya H239 and H249 Phones

Release 1.0

Issue 3

October 2019

2018-2019, Avaya Inc.

Note

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

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T9 Text Input and other products are covered by one or more of the following patents: U.S. Pat. Nos. 5,187,480,5,818,437, 5,945,928, 5,953,541, 6,011,554, 6,286,064, 6,307,548, 6,307,549, and 6,636,162,6,646,573, 6,970,599; Australia Pat. Nos. 727539, 746674, 747901; Austria Pat. Nos. AT225534, AT221222; Brazil P.I. No. 9609807-4; Canada Pat. Nos. 1,331,057, 2,227,904,2,278,549, 2,302,595; Japan Pat. Nos. 3532780, 3492981; United Kingdom Pat. No. 2238414B; Hong Kong Standard Pat. No. HK1010924; Republic of Singapore Pat. Nos. 51383, 66959, 71979; European Pat. Nos. 1 010 057 (98903671.0), 1 018 069 (98950708.2); Republic of Korea Pat. Nos. KR201211B1, KR226206B1, 402252; People's Republic of China Pat. No. ZL96196739.0; Mexico Pat. Nos. 208141, 216023, 218409; Russian Federation Pat. Nos. 2206118, 2214620, 2221268; additional patent applications are pending

The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE

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HTTP://WWW.MPEGLA.COM.

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WWW.SIPRO.COM/CONTACT.HTML. THE H.264 (AVC) CODEC IS

LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE

WWW.MPEGLA.COM.

Compliance with Laws

You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used.

Preventing Toll Fraud

“Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Toll Fraud intervention

If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: successor site as designated by Avaya.

Security Vulnerabilities

Information about Avaya’s security support policies can be found in the Security Policies and Support section of

support.avaya.com/security.

Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow (

support.avaya.com/css/P8/documents/100161515).

Downloading Documentation

For the most current versions of Documentation, see the Avaya Support website: as designated by Avaya.

Contact Avaya Support

See the Avaya Support website: product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

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Regulatory Statements

Australia Statements

Handset Magnets Statement:

Danger:

The handset receiver contains magnetic devices that can attract small metallic objects. Care should be taken to avoid personal injury.

Industry Canada (IC) Statements

This Class B digital apparatus complies with Canadian ICES-003.

Cet appareil numérique de la classe B est conformeà la norme NMB-003 du Canada.

This product meets the applicable Innovation, Science and Economic Development Canada technical specifications.

Japan Statements

Class B Statement

This is a Class B product based on the standard of the VCCI Council. If this is used near a radio or television receiver in a domestic environment, it may cause radio interference. Install and use the equipment according to the instruction manual.

Denan Power Cord Statement

Danger:

Please be careful of the following while installing the equipment:

• Please only use the connecting cables, power cord, and AC adapters shipped with the equipment or specified by Avaya to be used with the equipment. If you use any other equipment, it may cause failures, malfunctioning, or fire.

• Power cords shipped with this equipment must not be used with any other equipment. In case the above guidelines are not followed, it may lead to death or severe injury.

本製品を安全にご使用頂くため、以下のことにご注意ください。

• 接続ケーブル、電源コード、AC アダプタなどの部品は、必ず製品に同梱されております添付品または指定品をご使用ください。添付品指定品以外の部品をご使用になると故障や動作不良、火災の原因となることがあります。

• 同梱されております付属の電源コードを他の機器には使用しないでください。上記注意事項を守らないと、死亡や大怪我など人身事故の原因となることがあります。

México Statement

The operation of this equipment is subject to the following two conditions:

1. It is possible that this equipment or device may not cause

harmful interference, and

2. This equipment or device must accept any interference,

including interference that may cause undesired operation.

La operación de este equipo está sujeta a las siguientes dos condiciones:

1. Es posible que este equipo o dispositivo no cause

interferencia perjudicial y

2. Este equipo o dispositivo debe aceptar cualquier

interferencia, incluyendo la que pueda causar su operación no deseada.

Power over Ethernet (PoE) Statement

This equipment must be connected to PoE networks without routing to the outside plant.

U.S. Federal Communications Commission (FCC) Statements

Class B Part 15 Statement

For product available in the USA/Canada market, only channel 1~11 can be operated. Selection of other channels is not possible.

This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designated to provide reasonable protection against harmful interferences in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interferences to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.

• Increase the separation between the equipment and receiver.

• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.

• Consult the dealer or an experienced radio/TV technician for help.

EU Countries

This device when installed complies with the essential requirements and other relevant provisions of the EMC Directive 2014/30/EU, Safety LV Directive 2014/35/EU, and Radio Equipment Directive 2014/53/EU. A copy of the Declaration may be obtained from

support.avaya.com or Avaya Inc., 4655 Great America Parkway,

Santa Clara, CA 95054–1233 USA.

General Safety Warning

• Use only the Avaya approved Limited Power Source power supplies specified for this product.

• Ensure that you:

- Do not operate the device near water.

- Do not use the device during a lightning storm.

- Do not report a gas leak while in the vicinity of the leak.

Trademarks

The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party.

Avaya is a registered trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.

http://

Chapter 1: Introduction............................................................................................................ 7

Purpose.................................................................................................................................. 7

Change history........................................................................................................................ 7

Chapter 2: Overview................................................................................................................. 9

Safety guidelines..................................................................................................................... 9

Dimensions........................................................................................................................... 10

Chapter 3: Initial setup and connectivity.............................................................................. 11

Power supply connectivity...................................................................................................... 11

Device connections................................................................................................................ 11

IP address configuration........................................................................................................ 13

Checking IP address information...................................................................................... 13

Avaya Aura® configuration for failover..................................................................................... 13

Chapter 4: Web portal navigation.......................................................................................... 15

Accessing the web portal....................................................................................................... 15

System tab........................................................................................................................... 16

Information page............................................................................................................. 16

Account page.................................................................................................................. 16

Configurations page........................................................................................................ 17

Restoring factory default settings...................................................................................... 17

Upgrade page................................................................................................................. 17

Auto provision page......................................................................................................... 18

Tools page...................................................................................................................... 18

Network tab.......................................................................................................................... 19

Basic page...................................................................................................................... 19

Service port page............................................................................................................ 19

Advanced page............................................................................................................... 19

VPN page....................................................................................................................... 20

Line tab................................................................................................................................ 22

SIP page........................................................................................................................ 22

Dial plan page................................................................................................................. 27

Basic settings page......................................................................................................... 30

SIP Hotspot page............................................................................................................ 31

Configuring the SIP hotspot server and phone client.......................................................... 31

Phone settings tab................................................................................................................. 32

Features page................................................................................................................. 32

Audio page..................................................................................................................... 35

MCAST page.................................................................................................................. 36

Time/Date page............................................................................................................... 37

Advanced page............................................................................................................... 38

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Contents

Trusted certificates page.................................................................................................. 39

Device certificates page................................................................................................... 39

Call logs tab.......................................................................................................................... 39

Function key tab.................................................................................................................... 40

Configuring the customizable function keys....................................................................... 40

Function key subtypes..................................................................................................... 40

Chapter 5: Phone settings configuration and management............................................... 42

Configuring automatic phone provisioning............................................................................... 42

Configuring automatic provisioning for phone display background image and icons.................... 44

Accessing the web portal....................................................................................................... 45

Configuring the phone using the DHCP or static provisioning server.......................................... 46

Configuring phone provisioning by using Plug and Play............................................................ 47

Managing phone reboots....................................................................................................... 48

Chapter 6: Avaya H249 phone screen customization......................................................... 49

Screen navigation.................................................................................................................. 49

Obtaining a screen capture for the H249 phone....................................................................... 49

Modifying the screen picture................................................................................................... 50

Modifying display icons.......................................................................................................... 50

Modifying the logo................................................................................................................. 51

Deleting a picture.................................................................................................................. 52

Adding a greeting on the display screen.................................................................................. 52

Adding the hotel address on the display screen....................................................................... 52

Configuring function keys....................................................................................................... 53

Chapter 7: Troubleshooting................................................................................................... 55

Device does not start up........................................................................................................ 55

Device registration fails.......................................................................................................... 55

Audio issues with the handset................................................................................................ 56

Choppy audio on speaker phone............................................................................................ 56

Phone stops responding........................................................................................................ 56

Greeting Words parameter in the configuration file causes the web administration portal to get

stuck and the H249 phone to reboot....................................................................................... 57

The hotline feature does not work when the H249 phone is in screen saver mode...................... 57

Cannot receive incoming calls after failover occurs.................................................................. 57

Chapter 8: Resources............................................................................................................. 59

Documentation...................................................................................................................... 59

Finding documents on the Avaya Support website............................................................. 59

Support................................................................................................................................ 60

Using the Avaya InSite Knowledge Base........................................................................... 60

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Chapter 1: Introduction

Purpose

This document provides procedures for installing, configuring, administering, and troubleshooting the Avaya H239 and H249 phones. This document is primarily intended for implementation engineers and administrators.

Change history

This section describes the key changes since the first issue of this document. This section is not included in new documents that have not been updated since the first issue.

Issue Date Summary of changes

Issue 1 April 2018 First issue of this document for the initial release.

Table continues…

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Introduction

Issue Date Summary of changes

Issue 2 September 2018 • Updated Checking IP address information on page 13.

• Updated Configuring the phone using the DHCP or static

provisioning server on page 46.

• Updated Configuring automatic phone provisioning on page 42.

• Added Avaya Aura configuration for failover on page 13.

• Updated SIP page on page 22.

• Minor rephrasing in Features page on page 32.

• Updated Audio page on page 35.

• Updated Advanced page on page 38.

• Added a note about the H249 screen display in Configuring the

customizable function keys on page 40.

• Added Greeting Words parameter in the configuration file causes

the web administration portal to get stuck and the H249 phone to reboot on page 57.

• Added The hotline feature does not work when the H249 phone is

in screen saver mode on page 57.

• Added Cannot receive incoming calls after failover occurs on page 57.

Issue 3 October 2019 • Added Dimensions on page 10.

• Updated Checking IP address information on page 13.

• Moved Web portal navigation on page 15 to a separate chapter.

• Updated Configurations page on page 17.

• Added Enabling watch dog on page 18.

• Added Enabling syslog on page 18.

• Added Service port page on page 19.

• Updated Features page on page 32.

• Added Configuring alert info ring settings on page 36.

• Added Device certificates page on page 39.

• Updated Configuring automatic phone provisioning on page 42.

• Added Configuring automatic provisioning for phone display

background image and icons on page 44.

• Added Configuring phone provisioning by using Plug and Play on page 47.

• Added Managing phone reboots on page 48.

• Added Avaya H249 phone screen customization on page 49.

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Chapter 2: Overview

The Avaya H239 and H249 phones are SIP-based phones, intended to be used in hotels. The phones support a variety of telephony operations and also include six customizable keys that can be configured by an administrator. These customizable keys are typically used to access common hotel services, such as reception, cleaning, and so on. The phones also include a USB port that you can use to charge a mobile phone.

The main difference between these phones is that the H249 phone has a 3.5–inch color screen, but the H239 does not have a screen. The H239 phone includes a customizable faceplate with information, such as dialing rules.

Safety guidelines

Ensure that you are familiar with the following safety guidelines:

• Be aware of the hazards involved with electrical circuitry and be familiar with standard practices for preventing accidents.

• Use the external power supply that is included in the package. Using another power supply might cause damage to the phone or affect its reliability.

• Before using the external power supply, check the power voltage to ensure it is compatible.

• Ensure that the power cord or plug is not damaged.

• Do not drop, knock, or shake the phone. Rough handling can break internal circuit boards.

• The phone is designed for indoor use only and it should not be exposed to direct sunlight.

• Do not put the phone on carpets or cushions.

• Avoid exposing the phone to high temperatures, low temperatures below 0°C (32°F), or high humidity.

• Avoid wetting the device with any liquid.

• Do not use harsh chemicals, cleaning solvents, or strong detergents to clean the device. Wipe it with a soft cloth that is slightly dampened with water and a mild soap solution.

• Do not attempt to open the device. Non-expert handling of the device can cause a fire, electric shock, or breakdown.

• During a thunderstorm, do not touch the power plug. Lightning can cause electric shocks.

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Overview

Dimensions

The following table shows the dimensions of the Avaya H239 and H249 phones.

Parameter Dimension

Length 213 mm

Width 170 mm

Height 130 mm

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Chapter 3: Initial setup and connectivity

Power supply connectivity

You can connect the Avaya H239 and H249 phones to one or both of the following power supplies:

• External power adapter.

• 802.3af Class 2 Power over Ethernet (PoE) switch.

With a PoE switch, you can power the phone through a single Ethernet cable, which is also used for data transmission. If you attach an Uninterruptible Power Supply (UPS) to the PoE switch, the phone can continue working during a power outage.

If you do not have the equipment for a PoE connection, you can use the external power adapter that is supplied with the phone.

If the phone is connected to both the power adapter and a PoE switch, then the power adapter connection takes priority. The connection will switch to PoE if a power failure occurs.

Device connections

You must connect the power adapter, network, PC, and handset to the corresponding ports as described in the image below:

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Initial setup and connectivity

You can also use a USB port as described in the image below to charge a mobile phone.

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IP address configuration

By default, the phone will obtain its IP address from the DHCP server after the line is connected.

Other methods of configuring the IP address are:

• Static IP configuration: This option allows users to manually configure parameters, including the IP address, subnet mask, default gateway, and DNS servers. This method can be used in an office environment or by power users.

• Point-to-Point Protocol over Ethernet (PPPoE): You can use this option if you connect the device to a broadband modem or router. To establish the PPPoE connection, configure the username and password provided by the service provider

Checking IP address information

About this task

Use this procedure to check the IP address settings.

Procedure

On H239 and H249 phone do one of the following: .

• Pick up the handset or press Speaker, press and hold # for approximately three seconds to

hear information about the IP address.

• Pick up the handset or press Speaker, dial #*111 to hear information about the IP address.

• On H249 phone, press and hold # for approximately three seconds to display IP address on the phone screen.

Avaya Aura® configuration for failover

About this task

Failover occurs when the primary server goes down and the phone registers to the secondary Session Manager. If you end an active call after failover occurs, the line on Communication Manager might remain busy. If this occurs, you will not be able to receive incoming calls. Use this procedure to modify the configuration on Avaya Aura® to prevent this issue from happening.

Procedure

Do one of the following:

• Increase the number of lines in the profile configuration on System Manager.

By default, the profile has three lines configured for the extension. Increase it to five lines or more.

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Initial setup and connectivity

Tip:

Increase the number by two lines at a time. For example, if you have three lines, you can increase to five, and if you have five lines, you can increase to seven.

For more information about endpoint configuration on System Manager, see Administering Avaya Aura® System Manager.

• Modify the Communication Manager configuration to allow the phone to receive a call on the last available line if the first two are busy.

For more information, see Administering Avaya Aura® Communication Manager.

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Chapter 4: Web portal navigation

This chapter describes the options available on the web portal. Initial configuration that you can perform using the web portal is described in the previous chapter. You can also use the web portal to manage other phone settings or to restore the phone to its factory default settings.

Accessing the web portal

About this task

Use this procedure to log in to the web portal to manage phone settings.

Before you begin

• The phone and the computer you are using to access the web portal must be connected to the same LAN.

• Obtain the IP address for the phone.

Procedure

1. In your browser, enter https://<IP address of the phone> or http://<IP address of the phone> and press Enter.

HTTPS is selected by default.

2. On the Login page, do the following:

• In the User field, type admin.

• In the Password field, type admin.

• In the Language field, select the appropriate language.

3. Click Logon.

Important:

Change the password after logging in for the first time.

System tab

The following sections describe the options that you can access from the System tab.

Information page

To access this page, click the System tab and then click Information. This page displays the following types of information:

• Device model.

• Hardware version.

• Software version.

• Up time or running time details, including the last up time.

• Memory information.

• Network mode.

• MAC address.

• IP address.

• Subnet mask.

• Default gateway.

• SIP accounts and SIP account status.

Account page

To access this page, click the System tab and then click Account.

From this page, you can manage user accounts, assign privileges, and change the web portal password.

The user account is used to access the web portal.

There are two types of user privileges: Administrators and Users. The Users privilege provides limited access and does not enable you to modify all settings. Administrators have full access to the web portal and they can also manage user accounts.

Guidelines for changing passwords

For security reasons, Avaya recommends that you update your password from time to time. You should also change your password after logging in to the web portal for the first time.

You can use the Account page on the System tab to modify the password. The following are guidelines for creating passwords:

• The minimum password length is 8 characters by default.

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• You can use the following character types:

- Lowercase letters.

- Capital letters.

- Numeric characters.

- Non-alphanumeric special characters, such as !, @, #, $, %, ^, &, *, (, ), -, +.

• Avoid creating a password that is the same as previous passwords.

• Do not use repeated or sequential characters. You can enable or disable this setting. Examples of repeated or sequential characters are 12345678, abcdefgh, or bbbbbbbb.

Configurations page

To access this page, click the System tab and then click Configurations.

As an administrator, you can use this page to import or export the device configuration file and reset the device to its factory default settings. By default, the phone reboots every time the configuration file is updated. To change this default setting, see Managing phone reboots on page 48.

System tab

Restoring factory default settings

About this task

Use this procedure to restore the device to its original factory settings. When you perform this procedure, all user settings and data will be removed and cannot be recovered.

Procedure

1. On the web portal, navigate to System > Configurations > Reset to factory defaults.

2. (Optional) Select the Clear ETC File check box.

3. (Optional) Select the Clear Call Records check box.

4. Click Reset and then click OK to confirm.

Upgrade page

To access this page, click the System tab and then click Upgrade.

From this page, you can configure settings for upgrades. You can also manually upgrade firmware by navigating to the latest firmware file and then click Upgrade.

You should upgrade software for the Avaya H239 and H249 phones to keep the devices up-todate, to gain access to new features, and to enhance stability and security.

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Web portal navigation

You can configure manual or automatic provisioning for the phones. For more information, see

Configuring the phone using the DHCP or static provisioning server on page 46 and Configuring automatic phone provisioning on page 42.

Auto provision page

To access this page, click the System tab and then click Auto Provision.

From this page, you can deploy and manage the devices in bulk. You can also use this page to define the method to use for obtaining the configuration file, as described in

phone provisioning on page 42.

Configuring automatic

Tools page

To access this page, click the System tab and then click Tools. From this page, you can set up settings to identify issues at troubleshooting, and reboot the phone.

Enabling syslog

About this task

Use this procedure to enable syslog. Enabling syslog for the phone sents syslog message to the syslog server. Syslog is used for system management, security auditing, general analysis, and debugging messages.

Procedure

1. On the web portal, navigate to System > Tools > Syslog.

2. Select the Enable Syslog checkbox.

3. In Server Address field, enter the server IP address.

4. In Server Port field, enter the port number.

5. From APP Log Level drop down, select the appropriate option.

6. From SIP Log Level drop down, select the appropriate option.

7. Click Apply.

Enabling watch dog

About this task

Use this procedure to automatically restart due to unrecoverable software errors. By default, this option is enabled.

Procedure

1. On the web portal, navigate to System > Tools > Syslog.

2. Select the Enable Watch Dog checkbox.

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3. Click Apply.

Capturing network packets

About this task

Use this procedure to capture network packet dumps to assist with troubleshooting.

Procedure

1. On the web portal, navigate to System > Tools > Network Packets Capture.

2. Click Start.

3. In the pop-up message click Save to save the capture file.

4. Perform any operation and click Stop when the operation finishes.

The network packets of the device during the period are dumped to the saved file. You can examine the packets with a packet analyzer or send it to support.

Network tab

The following sections describe the options that you can access from the Network tab.

Basic page

To access this page, click the Network tab and then click Basic.

This page displays network status information, including the IP address, subnet mask, default gateway, and MAC address.

From this page, you can configure network settings.

Service port page

To access this page, click the Network tab and then click Service Port.

From this page, you can configure service port settings, such as the web server type, HTTP port, HTTPS port, RTP port range, and RTP port quantity.

Advanced page

To access this page, click the Network tab and then click Advanced.

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