United States Coast Guard Avaya IP Office Training

United States Coast Guard Avaya IP Office Training
Communications Products, Inc.
United States Coast Guard
Avaya IP Office Training
DAY 1 – LESSONS 1, 2 & 3
COMPLEX
SYSTEMS
ONE
SOLUTION
Lesson 1 – Introduction & Familiarization to IP Office
•  Lesson Objective: To become familiar with the
Avaya IP Office Communication system. Items for
discussion will include:
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• 
• 
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System Overview
Hardware Components
IP Office Editions
IPO Manager
System Status Application (SSA)
Documentation CD
Avaya Website and Documentation
System Overview
What is Avaya IP Office?
•  A communications solution that combines a traditional
telephony system with the applications and advantages of
an IP telephony solution.
•  Scales from 2 to 384 extensions on a single platform.
•  Supports up to 32 sites and 1000 users in a multi-site
network
•  Provides a hybrid PBX with both TDM and IP telephone and
trunk support that can be used in either mode or both
concurrently.
•  Built in data capabilities, providing IP routing, switching and
firewall protection between LAN and WAN (LAN2).
System Overview
What is Avaya IP Office? (continued)
•  IP Office solutions are built from hardware units and
application software.
•  Hardware provides the connectivity for voice and data
circuits and processor units for the solution software.
•  Each IP Office solution will require a system control unit
(IP500 V2), trunk connections to a service provider, and
expansion modules for TDM telephone cabling.
Hardware Components – Control Unit
Front of Control Unit
Four Universal
Interface Slots
•  The Control Unit comes as an empty unit with 4 empty slots
numbered 1 to 4 from left to right.
•  The Control Unit holds the main configuration and performs the
routing and switching for telephone calls and data traffic.
Hardware Components – Control Unit
Back of Control Unit
2U
•  Control unit is 2U in height and can be mounted in a standard 19”
rack, wall mounted or free standing.
Hardware Components – System SD Card
Secure Digital (SD) Card
•  The SD card is slotted into the rear of the
control unit and is required even if not using
any IP Office licenses.
•  The card provides operating systems for IP
Office, storage for embedded voicemail, autoattendant files and licensing.
•  When first powered up, the control unit loads
and installs the necessary firmware from the
System SD card installed in it.
Hardware Components – Control Unit Cards
IP500 Analog Phone Base Card
IP500 Digital Phone Base Card
Hardware Components – Control Unit Cards
ATM Combination Card
Daughter Card
Base Card
TCM8 Digital Station Base Card
Hardware Components – Control Unit Cards
IP500 Analog Trunk Daughter Card
IP500 Analog Trunk
Daughter Card
Base Card
IP500 PRI Universal Trunk Daughter Card
IP500 PRI Universal
Trunk Daughter Card
Hardware Components – Expansion Modules
External Expansion Modules
IP500 System with
External Expansion Module
Hardware Components – Expansion Modules
IP500 Phone Modules
IP500 Analog Trunk 16
Hardware Components – Expansion Modules
IP500 Digital Station 16/30
Digital Station 16A/30A
IP Office Editions
IP Office has several different Editions (or versions) of the IP
Office operating system. They are pre-loaded on the system and
activated with an SD card and license. Each edition builds on the
previous edition.
• Essential Edition: IP telephony & mobility – small, can be multi-site with
mobility needs
– Up to 40 auto attendants
– 128 party ad-hoc conferencing
– Up to two remote phones or systems
– Majority of USCG installations are this edition
IP Office Editions
• Preferred Edition: Unified Communications with preferred mobility
– Full “meet me” audio conferencing with user passwords
– Unlimited multi-level auto attendant
– No limit on VPN phones or systems with Teleworker
– Call recording plus ability to add user solutions such as desktop on
mobile device, HD video conferencing, IM and presence, calendar mining,
Microsoft Outlook and Salesforce.com integration
• Advanced Edition: Unified Communications with call center
– Track and measure customer service
– Password protected call recording with search, replay and archiving
– Alarm notifications and detailed actionable reports
– Interactive Voice Response (IVR), Text-to-speech ,Visual Basic scripting
& PC wallboard Options: Agent, Supervisor
IP Office Manager
• 
IP Office Manager is used to access all parts of the IP Office
configuration.
• 
Different levels of access can be defined to control which parts of the
configuration Manager the user can view and alter.
• 
Manager can also be used to upgrade the software files used by an IP
Office system.
Requirements:
• IP Office Administration PC
(A Windows PC with the IP Office Administrator Application
suite installed).
• LAN Cable
System Status Application (SSA)
• 
The System Status Application (SSA) comes as part of the Avaya IP Office Admin
Suite and is a reporting tool that provides a wide range of information about the
current status of an IP Office system.
• 
It can show you what hardware you have installed such as line cards, digital
extension cards and analog cards as well as their status (i.e., if they are online and
working properly or what devices are connected to each of them).
• 
There is an active calls view where you can see all calls in progress along with the
extension number, duration and number dialed or received. You can also view
performance history and abandoned calls for the past 24 hours.
• 
Details of the number of alarms are recorded and the time/date of the most recent
alarms.
• 
If you want to know what resources there are available on your system, the
resources page shows you what licenses you have.
• 
When required for diagnostics escalation, SSA is able to take a snap shot image of
the IP Office system’s status include a copy of its current configuration.
• 
Use of SSA requires an IP Office service user name and password that has been
configured for System Status access in the IP Office’s security settings.
Documentation CD
The following CD’s are
provided with Avaya IP
Office systems:
•  Avaya IP Office IPO x.x Server
Edition
•  Avaya IP Office User Admin Set
Copies of the documentation may also
be downloaded from Avaya Support
(http://support.avaya.com).
Avaya Website & Documentation
Information to support the IP Office can be found on a number of
Avaya and non-Avaya web sites:
Avaya Web Sites (require an Avaya login)
•  Avaya Support (http://support.avaya.com): Contains documentation and
other support materials for Avaya products. Copies of the IP Office CD
images are available from this site and updated core software files.
•  Avaya IP Office Knowledge Base (
http://marketingtools.avaya.com/knowledgebase): Access to an on-line
regularly updated version of the IP Office Knowledge Base.
•  Avaya University (http://www.avaya-learning.com): Access to the full
range of Avaya training courses. Includes both on-line courses, course
assessments and access to details of classroom based courses.
•  Avaya Community (http://www.aucommunity.com): This is the official
discussion forum for Avaya product users.
Avaya Website & Documentation
Other Non-Avaya Web Sites
A number of third-party web forums exist that discuss IP Office. These can act
as a useful source of information about how the IP Office is used. Some of
these forums require you to be a member and to register.
•  Tek-Tips (http://www.tektips.com)
•  IP Office Info (http://www.ipofficeinfo.com)
•  Yahoo Groups (http://groups.yahoo.com/group/ipoffice)
•  PBX Tech (http://www.pbxtech.info/forumdisplay.php?f=8)
Note: The above are not official Avaya forums and their content is not
monitored or sanctioned by Avaya.
Lesson 2 – Communicating and Programming
•  Lesson Objective: To become familiar with system
access and basic programming concepts to include:
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• 
• 
• 
• 
Local System Access
Remote System Access (RAS)
Using the IP Office Manager Application Program
Programming the IP Office System
Avaya Website and Documentation
Local System Access
Connecting to the IP Office On-site
•  LAN and WAN connections on the back of the IP Office
500v2 Control Unit
•  Setting a static IP on your laptop
•  Use the same subnet addressing as the IP Office
192.168.42.XX
Default LAN IP Address
Default WAN IP Address
Network subnet IP address
Static IP address
Local System Access Video
Remote System Access (RAS)
Connecting to the IP Office from a remote location
•  Using the RAS Extension
•  Using a splitter for Laptop Modem connection
•  Setting up the Dial Access connection on the Laptop
Remote Access Video
Using the IP Office Manager Applications
Install, Open and Using the following IP Office Manager
Admin Suite Applications:
•  Install the Admin Suite from IP Office Administrator
Application CD
•  Opening and Using the following Applications:
- IP Office Manager
- System Monitor
- System Status
- IP Office Knowledge Base
IP Office Admin Suite
•  Supported on the following Windows Operating
Systems
- Windows XP pro
- Windows Vista
- Windows 7 & 8
- Windows 2003
- Windows 2008 R2
The Navigation Pane
The Group Pane
The Details Pane
The Error Pane
Using the IP Office Manager Application Program Video
IP Office Initial System Wide Programming
Programming of the Initial System Settings:
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• 
• 
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System Settings
LAN1 & LAN2 (WAN port)
Voicemail
Telephony
Other System Settings
Lesson 3 – Extension and User Data
•  Lesson Objective: To become familiar with
programming user and system data to include:
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Review Circuit Cards and Expansion Modules
Identify Telephone Types
System and Extension Programming
User Data
Using IP Office Manager Help and Documentation
Hardware Components – Control Unit Cards
IP500 Phone Base Card
•  Adds Analog phone ports of either 2 or 8 with a
maximum of 4 cards per control unit
IP500 Digital Station Base Card
•  Adds digital station ports with 8 digital
station ports for Avaya digital phones and a
maximum of 2 cards per Control Unit.
NOTE:
Both may be fitted with 1 trunk daughter card of any
type for ports 9 to 12 base unit trunk connections.
Hardware Components – Control Unit Cards
ATM Combination Card
•  Adds a combination of 6 digital, 2 analog
10 voice compression channels and
either 4 analog or 4 BRI channels (2 ports)
•  The trunk daughter card is pre-installed and
cannot be removed or replaced with another
card type.
•  Maximum cards per Control Unit is 2.
Daughter Card
Base Card
Hardware Components – Control Unit Cards
TCM8 Digital Station Base Card
•  Adds TCM RJ45 extension ports providing 8
TCM digital ports with a maximum of 4
cards per unit.
•  Connects Avaya 4100, 7400, M-Series and TSeries phones.
•  May be fitted with 1 trunk daughter card of
any type for ports 9 to 12 for base unit
trunk connections.
Hardware Components – Control Unit Cards
IP500 Analog Trunk
Daughter Card
IP500 Analog Trunk Daughter Card
•  May be added to an IP500 base card to provide
4-loop start analog trunks with a maximum of 4
cards per control unit.
•  May not be used on IP500 Legacy Carrier card and
4-Port Expansion card.
Base Card
Hardware Components – Control Unit Cards
• 
IP500 PRI Universal Trunk Daughter Card
•  May be added to an IP500 base card to providing 2 PRI
trunk connections with 4 maximum cards for Essential
Edition and only 1 single card in other editions.
•  May not be used with IP500 Legacy Carrier card and
IP500 4-Port Expansion card.
•  Trunk ports are 9 & 10 of the host IP base card with
ports 11 & 12 used as test points .
IP500 PRI Universal
Trunk Daughter Card
Hardware Components – Expansion Modules
External Expansion Modules
•  Add additional ports to IP Office systems.
•  The number supported depends on control unit type (i.e..) Essential
Edition supports 8 or 12 if the control unit has a 4 port expansion
card.
•  Can be free-standing, stacked on other IP Office modules, rack
mounted or wall mounted.
IP500 System with
External Expansion Module
Hardware Components – Expansion Modules
IP500 Phone Modules
•  Adds additional Analog ports with 16 & 30
port options.
•  RJ45 type connections to the Expansion port
on an IP Office control unit and for
connections to analog phones.
IP500 Analog Trunk 16
•  Adds up to 16 ANALOG trunks for loop
and ground start trunks.
•  RJ45 type connections for the
Expansion port and for connections to
analog trunks
Hardware Components – Expansion Modules
IP500 Digital Station 16/30
•  Adds additional digital ports for Avaya phones with 16 & 30 port options
referred to as the IP500 Digital Station 16 & IP500 Digital Station 30.
•  RJ45 type connections for the Expansion port on an IP Office control unit
and for digital phones.
Hardware Components – Expansion Modules
Digital Station 16A/30A
•  Adds additional ports for Avaya digital (non-IP) extensions for Norstar or
BCM Legacy 7000 series phones with 16 & 30 port options.
•  RJ45 connection for the Expansion port on an IP Office control unit.
•  Uses RJ21 connections for cables to cross connect field
IP Office Telephone types
•  The following phones may be used with IP Office:
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1400 Series Digital Phones
1600 Series IP Phones
9500 Series Digital Phones
9600 Series IP Phones
M & T 7000 Series Digital Phones
1400 SERIES DIGITAL TELEPHONES
32 Button Expansion Module
1600 SERIES IP TELEPHONES
9500 SERIES DIGITAL TELEPHONES
96X1 SERIES IP TELEPHONES: FAMILY
9611G
9608
9641G
9621G
24 Button Module
LEGACY PHONES
System and Extension Data
•  System Settings Tabs
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System
LAN 1 & LAN 2
Voicemail
Telephony
•  Extension Settings
•  Group pane setup
•  Extension Programming
Enter the System
Name and Locale
Click on the Help
button for further
information
System and Extension Programming Video
1
3
2
4
5
Select the Menu item to
be programmed
User Data Video
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