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Avaya 16CC User's Manual

1. ae 2x E E a SN 4 Avaya Agent Deskphone 16CC Installation and Maintenance Guide 34 35 36 36 37 37 37 38 38 39 40 41 41 41 42 42 42 44 53 53 53 54 57 59 61 61 63 63 63 63 65 Chapter 1 Introduction About This Guide This guide describes how to install and maintain the Avaya Agent Deskphone 16CC ina 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 e Avaya Communication Manager Release 5 0 and greater and e SIP Enablement Session SES software Release 5 0 and greater 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 AX 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 Introduction Chapter 2 Avaya Agent Deskphone 16CC Installation
2. Future Issue 1 January 2008 15 Avaya Agent Deskphone 16CC Installation Dynamic Addressing Process A 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 Before starting this process you must have an OPTIM extension number for the SIP IP telephone the Avaya Communication Manager security code password 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 Troubleshooting Guidelines When you plug the telephone set into the Ethernet wall jack and apply power if applicable the following process takes place 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
3. INWOdUCUION zuo ou Sek iaa Downloading Software Upgrades 2 0 2 eee e Download Procedure paned Updating the Settings File llle Downloading Language Files lt eee ee Tha GROUP System Value iv ritos rivas Chapter 5 Troubleshooting Guidelines Introduction oo vec ow doo cr ow o9 PE oy BRT a ee o Error GODOIIOIS 2x mus wn Rub oS SS oe BUR WES ue o PEGE SSS DTMF Tones ccr hr rrr homo om onn Power Interruption 554492 SADE ODED ERLE DT ORO Installation Error and Status Messages 2 2 2 ee eee eee ees Operational Errors and Status Messages Appendix A Restart Scenarios Scenarios for the Restart Process Restart the Telephone ee Boot File Needs to be Upgraded Latest Boot File Loaded No Application File or Application File Needs to be Upgraded Latest Boot File and System Specific Application File Already Loaded Appendix B Glossary of Terms Terms Used in This Guide 222 25 25 codec ene ee ede enone Sex Appendix C Related Documentation IETF Docurnienis uuo nou Eun m cde wane oso 6S Se Ee eoe e ITU Documents rrr errem ooh 4 ISO IEC ANSI IEEE Documents
4. 12 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Avaya Agent Deskphone 16CC in the Avaya SIP Environment Avaya Agent Deskphone 16CC in the Avaya SIP Environment Figure 1 Avaya Agent Deskphone 16CC in the SIP Call Center Solution SIP Servers amp Applications aa Communication Manager Feature Server SIP Enablement Server PPM for BU Restore etc a Seamless Communications Avaya Agent veskpnone 16CC Avaya IP Wireless Digital and Analog Endpoints Assembling the Avaya Agent Deskphone 16CC Telephone AX 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 The last step in assembling the telephone must be applying power Apply power by plugging th
5. Use the following procedure to restart the telephone 1 Invoke RESTART by pressing the Mute button 2 Enter the local dialpad procedure password 0 to 7 numeric digits then press the button Note A 6 second timeout is in effect between button presses If you do not press a valid button within 6 seconds of pressing the previous button the collected digits are discarded In this case no administrative option is invoked The entry is compared to the PROCPSWD value If they match the telephone displays the Craft Local Procedure screen and prompts Select procedure and press Start 3 Use the navigation arrows to scroll to RESTART PHONE then press the Select softkey or the OK button The telephone displays a confirmation screen asking if you are sure you want to perform a restart Issue 1 January 2008 53 Restart Scenarios 4 Press Back to return to the Craft Local Procedure screen without restarting the telephone Press Restart to proceed with the registration steps covered in the Dynamic Addressing Process on page 16 A restart does not affect user specified data and settings like Contacts data or the telephone login and password The remainder of the restart procedure depends on the status of the boot and application files If this condition applies See Boot File Needs to be Upgraded Boot File Needs to be Upgraded on page 54 Latest Boot File Loaded No Application File Latest Boot File Loaded No
6. VLAN ID n where nis the VLAN ID being used 8 The DHCP server provides IP Addresses for the following hardware e The IP telephone e The HTTP HTTPS server e 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 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 Local 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 The GET message might have to be sent several times Each time the GET messag
7. 2 of 2 Issue 1 January 2008 43 Troubleshooting Guidelines Operational Errors and Status Messages Table 2 identifies some of the possible operational problems that might be encountered after successful Avaya Agent Deskphone 16CC installation The user guide for a specific telephone model also contains troubleshooting for users having problems with specific telephone applications Most of the problems reported by users are not likely to be problems with the telephone itself Problems are more likely LAN based where Quality of Service server administration and other issues can impact end user perception of telephone performance Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC Condition Cause Resolution After Extension Login the progress bar shows just a few completed bars and stops moving The telephone continually reboots or reboots continuously about every 15 minutes The message light on the telephone turns on and off intermittently but the telephone never registers The telephone AND no lights are lit stops working in on the telephone and the middle of a call the display is not lit AND power to the telephone is fine and the telephone might have gone through the restarting sequence CAUSE Login has failed RESOLUTION Check that the LAN and File servers are operating correctly Re attempt login CAUSE The telephone cannot find the call server RESOLUTION Ensure that
8. Chapter 3 Local Administrative Options Chapter 4 Maintaining Avaya Agent Deskphone 16CC Telephones Chapter 5 Troubleshooting Guidelines Appendix A Restart Scenarios Appendix B Glossary of Terms Appendix C Related Documentation Provides an overview of this guide Describes the equipment and resources required to properly install and operate the Avaya Agent Deskphone 16CC ina 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 of 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 Online Documentation See the Avaya support site at http www avaya com support for technical and
9. RESOLUTION Check the connections between the telephone the power supply and the power jack CAUSE Loss of communication with the call server RESOLUTION Check LAN continuity from the call server to the telephone using ARP or trace route and from the telephone to the call server by invoking a Feature button Verify that administration has not changed for the LAN equipment routers servers etc between the call server and the telephone Verify no one changed the telephone settings locally using the VIEW and ADDR craft procedures as described earlier in this guide Verify the telephone volume is set high enough CAUSE Loss of communication with the call server RESOLUTION As above but pay particular attention to the possibility that the telephone is being routed to a different DHCP server or even a different proxy server If so the new server might need to be administered to support the telephone CAUSE Loss of communication with SES RESOLUTION As above 2of8 Issue 1 January 2008 45 Troubleshooting Guidelines Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution The telephone works but the audio quality is poor specifically the user hears an echo when speaking the user experiences sudden silences such as gaps in speech or static clipped or garbled speech etc the user hears fluctuations in the volume level which are worse a
10. AGC 27 Enable Event Logging a 31 Entering Data for Administrative Options 23 Error and Status Messages 42 Error and Status Messages Installation 42 Error Conditions cr 41 Event Logging cll 31 G Glossary of Terms 61 Group Identifier lle 29 GROUP System Valle 40 l IEC ISO Documents 63 IEEE ANSI Documents 0 63 IETF Documents o 63 Installation a a a a n 9 Intended Audience for this document 5 Interface Control a 29 ISO IEC ANSI IEEE Documents 63 ITU Documients a s o w so crm PP ee Ss 63 L Language Files Downloading 39 Local Craft Procedures Accessing 22 Local Administrative Options 21 Local Administrative Procedures About 23 LOG Procedure o 2f Logoff Procedure o o o 32 M Maintaining Avaya Agent Deskphone 16CC telephones 2 1 o 37 O Online Documentation ls T Operational Error Conditions 44 Operational Errors and Status Messages 44 Issue 1 January 2008 65 Index P Power Interruption sss 42 Powering the Avaya Agent Deskphone 16CC 14 Powering the telephone 14 Pre Installation Checklist 10 Pre Installatio
11. Application File or Application File Needs to be Upgraded or Application File Needs to be Upgraded on page 57 Latest Boot File and System Specific Latest Boot File and System Specific Application File Already Loaded Application File Already Loaded on page 59 Boot File Needs to be Upgraded The telephone automatically downloads an upgraded boot file if applicable 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 the system initialization values for contrast and brightness are checked for non null values and set accordingly The Avaya name displays with squares underneath it that darken as processing proceeds 3 The system initialization value for the language file in use is checked for a non null value 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 logo The outline moves from one square to the next to indicate proc
12. January 2008 57 Restart Scenarios 4 While the IP telephone establishes a TCP connection to the HTTP server the telephone displays the following message HTTP n ipadd where n is the number of the IP Address obtained from the HTTP server and ipadd is the IP Address 5 The following message displays while the HTTP process is invoked HTTP n uri The number increments once per second until the HTTP server responds 6 While the upgrade script file is being downloaded from the HTTP server all IP telephones display the following message HTTP n sc etag where nis the number of the IP Address obtained from the HTTP server sc is the status code of the HTTP response and etag is the value of the ETag header 7 The script file is processed The software determines that the name of the boot code file in the telephone BOOTNAME is not the latest version APPNAME is set to the name of an application file to replace the boot code The following message displays while the application file is downloaded into RAM with a progress bar to indicate the download status app_filename 8 When the telephone determines that the application file received is valid the following message displays File Obtained please wait s secs where sis the number of seconds that elapse while non volatile memory is erased 9 The following message displays while the application file is stored in flash memory
13. SIPPROXYSRVR is administered either manually or through DHCP or HTTP as appropriate CAUSE This might be a firmware fault because the MAC address in memory is corrupted RESOLUTION Return the telephone to Avaya for repair CAUSE This is a hardware fault RESOLUTION The telephone must be returned to Avaya for repair CAUSE Loss of power RESOLUTION Check the connections between the telephone the power supply and the power jack For example verify that either static addressing was not used or that any changes to static addresses were entered correctly CAUSE Loss of path to the call server or the other party s telephone DHCP Lease expired or DHCP server not available when telephone attempts to renegotiate DHCP lease RESOLUTION As above 1 of 8 44 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Operational Errors and Status Messages Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution The telephone was working but does not work now AND no lights are lit on the telephone and the display is not lit AND power to the telephone is fine but there is no dial tone or the call appearances or feature buttons do not work AND the telephone was recently moved AND the network was recently changed to upgrade or replace servers re administer the CM call server SIP add or change NAT etc CAUSE Loss of power
14. an inappropriate binary or configuration file on the server The only system values that can be used in the Conditional statement are BOOTNAME GROUP and SIG Download the self extracting executable file or the corresponding zip file Extract all the files Copy your 46xxsettings txt file back into the download directory Check the Readme files for release specific information Modify the 46xxsettings txt file as desired Restart the HTTP HTTPS server Reset your Avaya IP Telephones Updating the Settings File An important maintenance activity is to update the settings file for any changes to your customized settings Checking the Read Me file can provide an indication of the impact of a software upgrade on your current settings A Important You use one settings file for all of your Avaya H 323 IP or SIP IP telephones including the Avaya Agent Deskphone 16CC 9600 Series H 323 IP or SIP IP Telephones the 4600 Series H 323 IP or SIP IP Telephones and the 1600 Series H 323 IP Telephones Each of these telephone series models has its own administrator guide that describes settings and parameters unique to specific models or series Administrator guides are available at http www avaya com support 38 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Downloading Software Upgrades The Avaya provided upgrade script file includes lines that tell the telephone to GET 46xxsettings txt These lines cause the telep
15. an Avaya Communication Manager security code password for each applicable IP telephone 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 A Category 5e LAN jack is available at each telephone site 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 1 Category 5e modular line cord is available for the connection between the 16CC telephone and the PC if applicable Verify that the Avaya Agent Deskphone 16CC Telephone package includes the following components e One blank label installed in the phone A supply of four blank paper labels e 1 telephone set with pre attached wedge stand e 1600 Series IP Telephone Safety Instructions e Avaya Agent Deskphone 16CC Telephone Stand Instructions Note that if needed the HIS headset cable must be ordered separately 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
16. and Status Messages 44 Power Interruption 42 VIEW Administrative Option 36 U Upgrade Application File 5r Boot File a ss a ic de Lomo e a ee 54 V VIEW Administrative Option o o oo aa 36 66 Avaya Agent Deskphone 16CC Installation and Maintenance Guide
17. current value of L2QVLAN and ddd is the current value of VLANTEST respectively 2 Use the navigation arrows to scroll to the address you want to change then press the appropriate softkey or use the dialpad to change the value as described in Step 3 3 Depending on the item you selected choose one of the following If you want to Then Change any of the IP Use the dialpad to enter the new IP Address IP Addresses have Address values File three sets of three digits followed by a period Pressing Phone Router Subnet following entry of three digits causes a period to be placed in the Mask amp or DNS Server next position and the cursor to advance one position to the right For example to enter the IP Address 111 222 333 444 press the 1 on the dialpad three times then press press the 2 on the dialpad three times then press press the 3 on the dialpad three times then press then press the 4 on the dialpad three times Proceed to the next step Change the VLAN ID value Use the dialpad to enter the new static VLAN ID of from 0 to 4094 inclusive Proceed to the next step Change the VLANTEST Use the dialpad to enter the new value of the DHCPOFFER wait value period of from O to 999 inclusive Proceed to the next step 26 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Disable Enable Automatic Gain Control 4 Press the Save softkey to store the new setting and the message Value saved displays Continu
18. directories on HTTP server Also verify there is network connectivity to the HTTP Server and that the HTTP Server is up and running If Error Code 404 displays the filename is invalid e g 46x txt instead of 46xx txt 6 of 8 Issue 1 January 2008 49 Troubleshooting Guidelines Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution The telephone is stuck on Login Proceeding message The telephone displays Login Failed The telephone displays Extension in Use The telephone displays Extension Error CAUSE The telephone is unsuccessfully attempting to contact the Call Server RESOLUTION Verify that the telephone is configured with correct Call Server IP address If the telephone receives the Call Server address via DHCP confirm that the DHCP SSON setting is correct the SSON default is 242 not 176 Verify there is network connectivity to the Call Server and that the Call Server is up and running CAUSE SES needs to point to the CM s PROCR interface for the Media Server Admin Address It must point to a specially provisioned PPM Administration account on CM RESOLUTION The PPM Administration account on the CM side must have several specific parameters set Specifically e login group must be users e additional group must be prof18 or equivalent e shell access must be no shell access CAUSE The extension entered by the user is currently
19. functions See Testing LEDs on page 36 VIEW View current parameter The View Administrative Option on values and file names page 36 24 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Pre Installation Checklist for Static Addressing Pre Installation Checklist for Static Addressing Before performing static programming of address information verify that all the requirements listed in the Verify These Network Requirements section of the Pre Installation Checklist are met You do not have to consider item 4 on page 12 as it refers to the DHCP server In addition you must have the values for the following parameters Failure to do so can cause data entry errors that prevent the telephone from working Such errors can also have a negative impact on your network Print copies of this checklist for each subnet O O O O E A E NO B WN mb The IP Address of the telephone The IP Address of the router The IP subnet mask The IP Address of the HTTP and or HTTPS server The IP Address of the DNS server The VLAN ID the L2QVLAN value The VLANTEST value Static Addressing Installation The usual way to assign IP Addresses to IP telephones is the automatic method described in Dynamic Addressing Process on page 16 There might be times however when manual assignment of IP Addresses is desired CAUTION Static addressing is necessary when a DHCP server is unavailable Because of the i
20. on page 40 1 When you select GROUP from the Admin Procedures Screen the following text displays Setting where the setting is the current system value of GROUP 2 Enter a valid Group value 0 999 3 Press Save to store the new setting Interface Control Use the following procedure to set or change the interface control value 1 When you select INT from the Admin Procedures Screen the following text displays with a prompt to use the Right and Left navigation arrows to select a setting Ethernet Choice Selector PC Ethernet Choice Selector Issue 1 January 2008 29 Local Administrative Options The values shown are the text strings associated with the current PHY1STAT on the Ethernet line and the current PHY2STAT system value on the PC Ethernet line The PHY1STAT text strings are e Auto when PHY1STAT 1 e 10Mbps half when PHY1STAT 2 e 10Mbps full when PHY1STAT 3 e 100Mbps half when PHY1STAT 4 e 100Mbps full when PHY1STAT 5 The PHY2STAT text strings are e Disabled when PHY2STAT 0 e Auto when PHY2STAT 1 e 10Mbps half when PHY2STAT 2 e 10Mbps full when PHY2STAT 3 e 100Mbps half when PHY2STAT 4 e 100Mbps full when PHY2STAT 5 To change the Ethernet setting press the Right navigation arrow or Change to cycle through the possible settings Depending on the current value the next sequential text string is selected and displayed as the se
21. sis the number of seconds since SCEP was initiated 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 If a connection to the SCEP server is successfully established if the value of the configuration parameter MYCERTWAIT is 1 SCEP remains in progress until the request for a certificate is granted or rejected 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 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 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 If a response is received indicating that the request is pending for manual approval SCEP Pending displays on the Title
22. softkey or OK to select that line Attempts to enter invalid data are rejected and the telephone emits an error beep 2 If you enter a numeric digit that causes the IP Address or subnet mask value to exceed 255 or any value to exceed its maximum field value an error beep tone sounds the digit is ignored and the cursor does not move forward 3 When you press the Bksp softkey to backspace the most recently entered digit or period is erased from the display The cursor remains in the erased character s former position 4 Pressing Back or Exit exits the local procedure If any changes were made using the ADDR procedure or if the Crafts Entry screen was invoked during startup the telephone immediately resets If no ADDR changes were made or if the local procedures were invoked post startup the telephone redisplays the display that was effective when the craft options was invoked Note If PROCSTAT has been administered to 1 you will not be able to invoke any administrative options other than V I E W About Local Administrative Procedures Craft procedures allow you to customize the Avaya Agent Deskphone 16CC telephone installation for your specific operating environment on a telephone by telephone basis This section provides a description of each local administrative option covered in this guide with references to the pages on which the option appears Note Unless otherwise prohibited using administration a user can view but
23. 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 SELV circuits generally double reinforced insulation to 240Vac 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 For details about call center administration see Avaya Communication Manager Release 5 0 Call Center Software Automated Call Distributi
24. static information without any possibility of recovering the data 1 When you select RESET VALUES the telephone displays a confirmation screen asking if you are sure you want to reset the telephone 2 Press No to return to the Admin Procedures list without resetting the telephone Press Yes to start the telephone reset The telephone resets from the beginning of registration which might take a few minutes A reset e Resets all system values and system initialization values except AUTH and AUTH_ONLY to default values e Resets call server values to their defaults e Deletes any entries in the Redial buffer e Does not affect user specified data and settings like Contacts data or the telephone login and password To remove this type of data see the Clear Procedure on page 27 32 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Restart the Telephone Restart the Telephone Use the following procedure to restart the telephone 1 When you select RESTART PHONE the telephone displays a confirmation screen asking if you are sure you want to restart the telephone 2 Press the Back softkey to return to the Admin Procedures list without restarting the telephone Press the Restart softkey to proceed with the registration steps covered in the Dynamic Addressing Process on page 16 The telephone displays a confirmation message regarding the restart A restart does not affect user specified data and settings like
25. telephones attempt to read this file whenever they reset The upgrade script file is also used to point to the settings file e Parameter settings and values that customize the telephones for your enterprise One settings file is used for all your Avaya IP Telephones e Application files for all current Avaya Agent Deskphone 16CC telephones e 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 a self extracting executable file that comes in both zipped and unzipped format To get the correct files e Go to http www avaya com support e Search for Agent Deskphone 16CC e Select Downloads Issue 1 January 2008 37 Maintaining Avaya Agent Deskphone 16CC Telephones Download Procedure The Avaya provided upgrade script file and the binaries included in the zip files upgrade the Avaya Agent Deskphone 16CC telephones You should not need to modify them It is essential that all the binary files be together on the file server When downloading a new release onto a file server with an existing release already on it we recommend that you Stop the file server Back up all the current file server directories as applicable Copy your 46xxsettings txt file to a backup location Remove all the files in the download directory This ensures that you do not have
26. with a progress bar to indicate activity Saving to flash where n is the percentage of the file that was stored and x is the number of elapsed seconds This usually takes longer than the file s download 10 The telephone is reset so the new system specific application file can be executed 11 Continue with the next procedure 58 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Scenarios for the Restart Process Latest Boot File and System Specific Application File Already Loaded This happens with normal resets 1 The telephone displays Restarting 2 The telephone detects and displays the speed of the Ethernet interface in Mbps that is 0 10 or 100 The message No Ethernet displays until the software determines the interface speed Note The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC 3 The software determines whether sufficient IP Address information was downloaded In this scenario it is discovered that sufficient information has not been downloaded The following message displays while the DHCP process is invoked DHCP s secs where sis the number of elapsed seconds until DHCP successfully completes 4 VLAN verification and tagging occur The following message displays VLAN ID n where nis the VLAN ID being used 5 The HTTP process starts with an HTTP GET command to obtain a URI for th
27. 0 e NTP Time Server A 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 e 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 e TN799B C or D Control LAN C LAN circuit pack A 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 Avaya support Web site http www avaya com support 4 The Communication Manager CM call server is configured correctly as described in the Avaya Agent Deskphone 16CC Administrator
28. AVAYA Avaya Agent Deskphone 16CC Installation and Maintenance Guide Release 1 0 16 602095 Issue 1 January 2008 2008 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information 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 Avaya 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 and search for the document number in the search box Documentation disclaimer Avaya Inc is not responsible for any modifications additions 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 necess
29. Contacts data or the telephone login and password The remainder of the restart procedure depends on the status of the boot and application files For information see Appendix A Restart Scenarios Signaling Protocol Identifier Use the following procedure to set or change the Signaling Protocol Identifier A valid SIG Protocol Identifier is either O default 1 H 323 or 2 SIP Note Perform this procedure only if the LAN Administrator instructs you to do so 1 When you select SIG the telephone prompts you to use the Right and Left navigation arrows to select a setting and displays the following text Setting text string Choice Selector where the text string is the wording associated with the current system value of SIG defined as e Default when SIG 0 e H 323 when SIG 1 e SIP when SIG 2 2 To change the setting press Change until you see the setting you want or use the Right or Left navigation arrow to cycle through the settings Depending on the current value the next sequential text string is selected and displayed as the setting For example if the current value is SIP 2 pressing the Right arrow changes the value to 0 default If the current value is H 323 1 pressing Right arrow changes the value to 2 SIP 3 Press Save to store the new setting The remainder of this procedure depends on the status of the boot and application files For information see Appendix A Restart
30. Guide and Avaya Communication Manager documentation Both documents are available at http 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 e administering other network equipment e administering applications like firewalls and e information about topics like port utilization Issue 1 January 2008 11 Avaya Agent Deskphone 16CC Installation Requirements to Verify for Each IP Telephone a 9 10 LU oo O 11 12 13 14 You have an extension number and
31. N Change AUTH to 0 zero or enter a valid address for TLSSRVR CAUSE UNIX and LINUX systems use case sensitive addressing and file labels RESOLUTION Verify the file names and path in the script file are accurately specified CAUSE The 16ccupgrade txt file was edited incorrectly renamed etc RESOLUTION Download a clean copy of the 16ccupgrade txt file from the Avaya support Web site at http www avaya com support and do not edit or rename it Customize or change only the 46xxsettings file as discussed in Chapter 4 Maintaining Avaya Agent Deskphone 16CC Telephones CAUSE Improper settings file administration RESOLUTION Verify that customized settings are correctly spelled and formatted 4of 8 Issue 1 January 2008 47 Troubleshooting Guidelines Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution Some settings in AND the setting being the settings file are ignored is the being ignored AGCHEAD setting while other settings are being used AND the setting being properly ignored is the TIMEFORMAT setting Telephone power is interrupted while the telephone is saving the application file and the HTTP HTTPS application stops responding The user indicates an application or option is not available User data disappeared when the user logged off one telephone and logged into another telephone The telephone displays DHCP Err
32. 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 Software 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 utilized 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 materials 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 electronic means established by Avaya specifically for this purpose Third party Components Certain software programs or portions the
33. Scenarios Issue 1 January 2008 33 Local Administrative Options Site Specific Option Number Setting CAUTION Do not perform this procedure if you are using static addressing Perform this procedure only if you are using DHCP and the LAN administrator instructs you to do this Use the following procedure to set the Site Specific Option Number SSON 1 When you select SSON from the Admin Procedures list the following text displays Setting where the setting is the current system value of DHCP_SSON 2 To change the setting press the appropriate softkey s and use the dialpad to enter a valid SSON value between 128 and 255 3 Press Save to store the new setting Configuring SIP Settings Use this procedure to set up SIP related settings like identifying the SIP Proxy Server 1 When you select SIP from the Admin Procedures list the telephone prompts you to use the Right and Left navigation arrows to change a setting and displays the following settings and their active values Setting Description Example SIP Mode Proxied or Peer to Peer SIP Domain e g avaya com Avaya Environment Yes or No indicates whether only an Avaya environment CM amp SES is in effect Transport Type TCP or TLS or UDP SIP Proxy Server IP Address Avaya Config Server P Address of Avaya configuration server only if PPM Personal Profile Management is not located at the same server as the SIP Pr
34. are is intended to be used Transmission Control Protocol a connection oriented transport layer protocol 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 User Datagram Protocol a connectionless transport layer protocol Registration with Avaya Communication Manager by an IP telephone with no extension Allows limited outgoing calling 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 Virtual LAN Voice over IP a class of technology for sending audio data and signaling over LANs 62 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Appendix C Related Documentation 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 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 Issue 1 January 2008 63 Related Documentation 64 Avaya Agent Deskphone 16CC Installati
35. arily endorse the products services or information described or offered 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 warranty 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 Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Avaya support Avaya provides a telephone number for you to use to report problems or to 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 AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnto GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF
36. ational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution When a line is selected a short dial tone burst sounds followed by a reorder fast busy tone The HTTP HTTPS script file and settings file are ignored not being used by the telephone The HTTP HTTPS AND the HTTP script fileisignored HTTPS server is a or not used by the LINUX or UNIX telephone system AND telephone administration recently changed Some settings in the settings file are being ignored while other settings are being used properly CAUSE The extension is provisioned on SES and some CM forms but not on the off pbx telephone station mapping form CM does not know to map back to SES and rejects the line reservation RESOLUTION Map the extension on the off pbx telephone station mapping form a sample of which appears in Appendix C of the Avaya Agent Deskphone 16CC Administrator Guide CAUSE Possible error in SIG group configuration on CM which indicates the default region for the SIP trunk to Communication Manager RESOLUTION On the IP network region form ensure that the region pointed to is configured with an authoritative domain that is the same as the SES SIP domain Also verify that the station in question has not been redirected to a different network region on the ip network map CAUSE The system value AUTH is set to 1 HTTPS required but no valid address is specified in TLSSRVR RESOLUTIO
37. disabled the latter interface by a PHY2STAT setting The IP telephone sends a request to the DHCP server and invokes the DHCP process The following message displays DHCP S secs where sis the number of seconds that have elapsed since DHCP was invoked The number of elapsed seconds is incremented once per second until DHCP successfully completes VLAN verification and tagging occur The following message displays VLAN ID n where nis the VLAN ID being used The DHCP server provides IP Addresses for the following hardware e The IP telephone e The HTTP HTTPS server e The SIP Proxy server Issue 1 January 2008 55 Restart Scenarios 11 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 12 The HTTP process starts with an HTTP GET command to the HTTP server A Important Pressing Program 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 when PROCSTAT is 1 in certain situations requiring input For information see Chapter 3 Local Administrative Options 13 When connected the telephone looks for an upgrade script
38. e HTTP server which displays on the telephones Title Line When connected the HTTP server sends and identifies an upgrade script 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 6 The script file is processed The software determines that the name of the boot code file in the telephone BOOTNAME is the latest version and the name of the application file in the telephone is the same as APPNAME 7 System specific registration with the call server is invoked 8 When registration finishes a dial tone is available on the telephone Issue 1 January 2008 59 Restart Scenarios 60 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Appendix B Glossary of Terms Terms Used in This Guide 802 1D 802 1Q 802 1X Application specific ARP Call Server CLAN CNA DHCP DiffServ DNS Gatekeeper H 323 HTTP 802 1Q defines a layer 2 frame structure that supports VLAN identification and a QoS mechanism usually referred to as 802 1D Authentication method for a protocol requiring a network device to authenticate with a back end Authentication Server before gaining network access Avaya Agent Deskphone 16CC telephones do not support IEEE 802 1X Specific to a particular application running inside the telephone For example configuration file downloading backup and restore of user data HTTP push and the Web browser a
39. e Log or Remote Logging Enabled setting press the Right or Left navigation arrow to cycle through the valid settings When changing the Remote Log Server value enter the IP Address to which syslog messages should be sent When changing the Log value depending on the current value the next sequential text string or value is selected and displayed as the setting For example if the current value is Alerts 1 pressing the Right navigation arrow changes the value to Critical 2 If the current value is Debug 7 pressing the Right navigation arrow changes the value to Emergencies 0 3 Press Save to store the new setting Issue 1 January 2008 31 Local Administrative Options Logout extension Use the following procedure to log off a telephone extension Note that you must be logged out as an agent otherwise this local procedure option will not be available AX CAUTION Once a telephone is logged off a password and extension might be needed to log back on 1 When you select LOGOUT from the Admin Procedures Screen the telephone displays a confirmation screen asking if you are sure you want to log out 2 Press No to return to the Admin Procedures screen without logging off the telephone Press Yes to unregister the telephone from the call server Reset System Values Use the following procedure to reset all system initialization values to the application software default values AX CAUTION This procedure erases all
40. e 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 sis 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 MYCERTURL 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 While the telephone is attempting to contact the SCEP server and to obtain a certificate the Title Line displays SCEP In progress s secs where
41. e modular line cord into the Ethernet wall jack IEEE powering 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 modular 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 See Figure 2 for installation Figure 2 provides an illustration to show cord to jack connections for local powering on an Avaya Agent Deskphone 16CC Telephone Use the illustration and associated procedures as appropriate for telephone assembly 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
42. e scrolling if you want to change another value You can press the Cancel softkey to return to the Admin Procedures list without saving a value entered Once the new values are stored the telephone is reset If a new boot program is downloaded from the HTTP HTTPS server after you enter static addressing information you must reenter your static addressing information Disable Enable Automatic Gain Control Use the following procedure to turn the headset automatic gain control on or off 1 When you select AGC the following text displays Headset Auto Gain Control On where the setting shown is the text string associated with the current system value of AGCHEAD defined as e On if the AGCHEAD system value is 1 e Off if the AGCHEAD system value is 0 2 To change the setting press the Right or Left navigation arrow to toggle the selected setting from On to Off or vice versa 3 Press the Save softkey to store the new setting update the associated system value and redisplay the Admin Procedures list Clear Procedure Sometimes you might want to remove all administered values user specified data and option settings Essentially you want to return a telephone to its initial clean slate or out of the box condition This is usually done when passing a telephone to a new dedicated user when the Extension Logout option is not sufficient For example a new user is assigned the same extensio
43. e telephone is supposed to be powered from the LAN ensure that the LAN is properly administered and is compliant with IEEE 803 3af 2 f you are using static addressing e Use the VIEW Craft procedure to find the names of the files being used and verify that these filenames match those on the HTTP HTTPS server See The View Administrative Option on page 36 for more information Check the Avaya Web site to verify whether the correct files are being used e Use the ADDR Craft procedure to verify IP Addresses See Static Addressing Installation on page 25 for information 3 If the 16CC is not communicating with the system DHCP HTTP or CM call server make a note of the last message displayed as described in Table 1 and or Table 2 Consult the system administrator 4 f you expect the telephone to be IEEE powered verify with the LAN administrator that IEEE power is indeed supported on the LAN Issue 1 January 2008 41 Troubleshooting Guidelines DTMF Tones SIP telephones send DTMF tones according to the SEND_DTMF_TYPE parameter setting The default setting of this parameter sends DTMF tones as telephone event RTP packets per RFC 2833 Whether a non SIP telephone hears these DTMF tones depends on whether the Avaya Communication Manager media resource converts the telephone event RTP packets into audio RTP packets Power Interruption If power to an Avaya Agent Deskphone 16CC is interrupted while the teleph
44. 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 See Appendix C Related Documentation for Web sites that list related non Avaya documents such as those published by the Internet Engineering Task Force IETF and the International Telecommunication Union ITU 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
45. essing is occurring 5 When storage of a new backup image begins Updating DO NOT UNPLUG THE PHONE displays until replaced by a subsequent message In addition a progress bar consisting of an unfilled black rectangle displays which fills from left to right as storage proceeds with the filled percentage of the rectangle being approximately the same as the percentage of the file that has been stored 54 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Scenarios for the Restart Process 6 When control is passed to the software that was just loaded the following messages 10 display Starting Updating boot code DO NOT UNPLUG THE PHONE This message continues while the new boot code is being written into RAM A Important Pressing Program 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 providing full access to local procedures or when PROCSTAT is 1 in certain situations requiring input For information see Chapter 3 Local Administrative Options The telephone displays the speed of the Ethernet interface in Mbps that is 0 10 or 100 The message No Ethernet displays until the software determines the interface speed Note The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC assuming the administrator has not
46. file The HTTP server sends and identifies an upgrade script Each time the GET message is sent the URI for the current HTTP request displays 14 When the telephone determines that the application file received is valid the following message displays File Obtained please wait s secs where sis the number of elapsed seconds while non volatile memory is erased 15 While the application file is saved in flash memory a progress bar shows the status 16 The telephone attempts to download a valid device certificate using simple certificate enrollment protocol SCEP 17 While the telephone is attempting to contact the SCEP server and to obtain a certificate the display shows SCEP In progress s secs where sis the number of seconds since SCEP was initiated If the request for a certificate is granted SCEP Successful displays on the Title line for at least one second and remains until it is replaced by a subsequent display 18 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 56 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Scenarios for the Restart Process 19 Upon successful initialization and power up SIP IP telephones display the Login screen with the following prompt Enter Username 20 Enter the User Name ID assigned to this telephone and press t
47. he Enter softkey 21 Enter the password and press the Enter softkey The extension is visible during entry but the password displays as asterisks The telephone contacts PPM Personal Profile Manager to get the configuration file The telephone displays the following message Downloading configuration After configuration the telephone uses SES SIP Enablement Services to register with the call server 22 Successful completion of this process produces a headset dial tone when a call appearance is selected 23 Continue with the next procedure Latest Boot File Loaded No Application File or Application File Needs to be Upgraded This procedure occurs with normal application file upgrades 1 The telephone displays Restarting 2 The telephone detects and displays the speed of the Ethernet interface in Mbps that is 0 10 or 100 The message No Ethernet displays until the software determines the interface speed Note The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC 3 The software determines whether sufficient IP Address information was downloaded In this scenario it is discovered that sufficient information has not been downloaded The following message displays while the DHCP process is invoked DHCP 0 secs to program The number of elapsed seconds is incremented once per second until DHCP successfully completes Issue 1
48. he IP telephone is reset as indicated in Reset System Values on page 32 Use these option setting procedures only with static addressing and as always only if instructed by the system or LAN administrator Do not use these option setting procedures if you are using DHCP DHCP is the Dynamic Addressing Process as indicated in Dynamic Addressing Process on page 16 Issue 1 January 2008 21 Local Administrative Options Accessing Local Craft Procedures Note Local procedures can only be invoked when the local dialpad procedure status system value PROCSTAT is 0 giving full access to local procedures Note The factory set default Craft Access Code is 27238 During Telephone Startup 1 During startup invoke local procedures by pressing Program to display the Craft Access Command Entry screen Startup interrupted 2 Press the Restart softkey to resume startup or press Mute and enter the local dialpad procedure password 0 to 7 numeric digits as specified by the system administrator in the system value PROCPSWD For security purposes the telephone displays an asterisk for each numeric dialpad press 3 Press when password entry is complete The entry is compared to the PROCPSWD value If they match the telephone displays the Admin Procedures screen with the prompt Select procedure and press Start 4 Use the navigation arrows to scroll to the local procedure you want then press the Selec
49. hone to use HTTP HTTPS 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 settings 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 settings file contains no setting changes the telephone does not go back to the upgrade script file You can change the settings file name if desired as long as you also edit the corresponding GET command in the upgrade script file However we encourage you not to alter the Avaya provided upgrade script file If Avaya changes the upgrade script file in the future any changes you have made will be lost We strongly encourage you to use the 46xxsettings file to customize your settings instead For detailed information about modifying the settings file see Chapter 7 in the Avaya Agent Deskphone 16CC Administrator Guide See Chapter 8 in the Avaya Agent Deskphone 16CC Administrator Guide for details about specific values You need only specify settings that vary from defaults although specifying defaults is harmless Downloading Language Files Language files must be stored i
50. in use on another phone RESOLUTION The user has two options e Log in with a different extension User presses Retry softkey then enters new extension password e Log in with original extension while unregistering the extension from the other phone User presses Retry softkey and enters confirms original extension password The user presses Yes softkey when prompted to Unregister User CAUSE The extension entered is not recognized on the current call server RESOLUTION Verify the extension was entered correctly Verify the Call Server IP Address is correct 7of 8 50 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Operational Errors and Status Messages Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolution The telephone displays Feature invocation failed when a Contact search is initiated Squealing and echo when using the M12LU CM modular headset adapter on the 16CC telephone User reports that the Join softkey does not appear while adding a person to a conference call or that an error beep occurs when pressing Conference button for the second time CAUSE The telephone cannot search the Contact list because the SES Profile Service Password is not properly administered RESOLUTION Access SES to set up the Profile Service Password For information see the SES installation documentation applicable to your server CAUSE V
51. 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 value 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 bloc
52. ion The telephone displays HTTPS n Server The telephone displays Bad File Server Address The telephone displays Upgrade was not successful AND the telephone tries once to load the boot application and when that fails brings up what s already in flash AND the telephone has passed a critical stage in upgrade process erasing memory but has not successfully downloaded all files CAUSE The telephone has failed to find the HTTP Server via SSL TLS connection and proceeds to search for the HTTP Server via standard HTTP connection RESOLUTION If network design does not support access to an HTTP Server via SSL TLS then this is NOT an error If the telephone is configured to access HTTP Server via SSL TLS then e Confirm phone is configured with correct File Server IP address e Confirm there is network connectivity to server CAUSE The telephone has failed to find an HTTP server from which to download the 46xxsettings file RESOLUTION Confirm the telephone is configured with the correct File Server IP address If the telephone receives the File Server address via DHCP confirm the telephone s DHCP SSON setting is correct The default is 242 not 176 Confirm there is network connectivity to the server CAUSE Boot app cannot be loaded Partial file download RESOLUTION Use the local craft procedure VIEW to see what version is loaded on the telephone Confirm upgrade files are in appropriate
53. it pages on the World Wide Web Issue 1 January 2008 61 Glossary of Terms HTTPS IETF LAN MAC PPM QoS RTCP RTP SCEP SES SIP SRTCP SRTP System specific TCP TLS UDP Unnamed Registration URI 8 URL VLAN VoIP A secure version of HTTP Internet Engineering Task Force the organization that produces standards for communications on the internet Local Area Network Media Access Control ID of an endpoint 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 Quality of Service used to refer to several mechanisms intended to improve audio quality over packet based networks Real time Transport Control Protocol Real time Transport Protocol Simple Certificate Enrollment Protocol used to obtain a digital certificate SIP Enablement Services Session Initiation Protocol a protocol for VoIP signaling Secure Real time Transport Control Protocol Secure Real time Transport Protocol 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 softw
54. kphone 16CC Telephones continued Message Cause Resolution DHCP CONFLICT Finding rout No E Rest SCEP Subn Clas thernet EWE MING s on Failed et conflict Updating DO NOT UNPLUG THE TELEPHONE CAUSE At least one of the IP Addresses offered by the DHCP server conflicts with another address RESOLUTION Review DHCP server administration to identify duplicate IP Address es CAUSE The telephone is proceeding through boot up RESOLUTION Allow the telephone to continue CAUSE When first plugged in or during operation the SIP IP telephone is unable to communicate with the Ethernet RESOLUTION Verify the connection to the Ethernet jack verify the jack is Category 5 verify power is applied on the LAN to that jack etc CAUSE The telephone is in the initial stage of rebooting RESOLUTION Allow the telephone to continue CAUSE Simple Certificate Enrollment Protocol SCEP has rejected a request for a certificate RESOLUTION Although the SCEP server connection is terminated startup continues No action required CAUSE The telephone is not on the same VLAN subnet as the router RESOLUTION Administer an IP Address on the telephone using Static Addressing Installation or administer network equipment to administer the telephone appropriately CAUSE The telephone is updating its software image RESOLUTION Allow the telephone to continue
55. ks from left to right as storage proceeds with the filled percentage of the rectangle being approximately the same as the percentage of the file that has been stored A 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 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 sis the number of seconds that have elapsed since DHCP was invoked 7 VLAN verification and tagging occur The following message displays
56. l Telephone Model e g 9630 Application File The big app filename Boot File The little app filename Group Three digit GROUP value MAC MAC Address Protocol Signaling protocol in effect e g SIP Phone SN Telephone Serial Number PWB SN Printed Wiring Board circuit board Serial Number may not apply to all phones PWB comcode Software readable PWB serial number and comcode may not apply to all phones 2 Use the navigation arrows to scroll through the viewable information 3 Press Back at any time to return to the Admin Procedures list 36 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Chapter 4 Maintaining Avaya Agent Deskphone 16CC Telephones Introduction This chapter covers maintaining the Avaya Agent Deskphone 16CC telephones for example downloading a new telephone software version from the Avaya support Web site The recommended configuration is the latest call server software and the latest SIP IP telephone firmware Downloading Software Upgrades The files necessary to operate Avaya Agent Deskphone 16CC telephones are bundled together on the Avaya Web site at http www avaya com support The 16CC bundle contains e 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
57. 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 any message until the request is granted or rejected 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 When the point in time is reached at which the percentage of the interval of time specified 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 downloads the configuration file while the middle line displays Downloading configuration After configurati
58. n but requires different permissions than the previous user The Clear option erases all administered data static programming file server and call server programming and user settings and restores all such data to default values This option does not affect the software load itself If you have upgraded the telephone the telephone retains the latest software Once you have cleared a telephone you can administer it normally Issue 1 January 2008 27 Local Administrative Options AX CAUTION This procedure erases all administered data without any possibility of recovering the data If you want to retain user specified data and settings like Contacts data or the telephone login and password see Reset System Values on page 32 instead Use the following procedure to clear the telephone of its administrative user assigned and options values 1 When you select the CLEAR procedure the telephone displays a confirmation screen 2 If you do not want to clear all values press the Exit softkey to terminate the procedure and retain the current values Press the Select softkey to clear all values to their initial default values 3 Press the Clear softkey to confirm you want to clear any administered data and reset the telephone to the default values The telephone display indicates that clear processing is taking place The telephone is cleared to its out of the box state resetting the following values to their factory defa
59. n Checklist for Static Addressing 25 R Related Documentation 63 Requirements for each IP Telephone iz Reset Boot File and System Specific Application File Already Loaded o o 59 Boot File Loaded No Application File or Application File Needs to be Upgraded 57 Boot File Needs to be Upgraded 54 Reset System Values 32 Restart Process Scenarios forthe 53 Restart Scenarios 53 Restart the Telephone 53 S Scenarios for the Restart Process 53 SCEP hc a a i eos a ew OR Re o 18 Settings File Contents 38 SIG Procedure 2 o da Signaling Protocol Identifier 33 Simple Certificate Enrollment Protocol SCEP 18 SIP Settings Configuring 34 Site Specific Option Number Setting 34 Software 4 4 2024 m woe o ae xe de Pee 10 Software Upgrades Downloading 37 SSONProcedue 34 Static Addressing Installation 25 Pre Installation Checklist 25 System Values Reset 32 T Technical Support ll 7 Terms Glossary of 61 Testing LEDS cles 36 Troubleshooting DTMF Tones less 42 Error Conditions 41 Guidelinesfor 41 Installation Error and Status Messages 42 Operational Errors
60. n the same location as the 46xxsettings file or under the HTTP Server directory defined using the SET HTTPDIR HTTP server directory path command You can download a new language file version only if the filename differs from the language file previously downloaded Alternately you can remove the old language file using an empty SET LANGUAGES command in the 46xxsettings file before downloading a language file with the same filename Note Language files for Avaya Agent Deskphone 16CC telephones have a xml filename extension Issue 1 January 2008 39 Maintaining Avaya Agent Deskphone 16CC Telephones The GROUP System Value You might have different communities of end users all of which have the same model telephone but which require different administered settings The simplest way to separate groups of users is to associate each of them with a number Use the GROUP system value for this purpose The GROUP system value cannot be set in the 46xxsettings file The GROUP system value can only be set on a telephone by telephone basis using a local Craft procedure To set up groups first 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 O as the default meaning your largest group would be assigned as Group 0 Then at each non default telephone invoke the GROUP Local Craft Administrative procedure as specified in Chapter 3 Local Adminis
61. ncreased opportunities for text entry errors associated with static addressing Avaya strongly recommends that a DHCP server be installed and static addressing avoided Issue 1 January 2008 25 Local Administrative Options Use the following procedure to invoke manual address information programming 1 When you select ADDR and use the down or up navigation arrow s to display the value you want to change the Static Addressing Local Procedure displays a line at a time as follows Static Addressing screen Line Description and System Value Use DHCP Yes Yes or No Phone nnn nnn nnn nnn Telephone IP Address IPADD Router nnn nnn nnn nnn Router in use gateway router IP Address es Subnet Mask nnn nnn nnn nnn P network mask NETMASK HTTPS File Server nnn nnn nnn nnn iP Address of HTTPS File Server HTTP File Server nnn nnn nnn nnn P Address of the HTTP File Server DNS Server nnn nnn nnn nnn DNG server IP Address es VLAN ID dddd 2QVLAN value VLANTEST ddd Number of seconds to wait for a DHCP offer VLAN Tagging 0 L2Q value 0 auto 1 on 2 off where e nnn nnn nnn nnn is the current IP Address associated with the specific address information to its left which could be either a value previously set by a technician or the original IP Address value if no previous change was made e L2Q text string is the text string associated with the current system value of the L2QVLAN parameter e dddd is the
62. not change most of the parameters associated with Craft procedures For more information see the applicable users guide s Issue 1 January 2008 23 Local Administrative Options Shown As Craft Procedure Purpose See ADDR Network Address Static Addressing Installation on information programming page 25 AGC Enable disable Automatic Disable Enable Automatic Gain Gain Control Control on page 27 CLEAR Clear all values to factory Clear Procedure on page 27 defaults DEBUG Enable disable Debug Disable Enable Debug Mode on Mode page 28 GROUP Set the Group Identifier Group Identifier on page 29 INT Network Interface Control Interface Control on page 29 LOG Enable disable Event Disable Enable Event Logging on Logging page 31 LOGOUT Log off the telephone Logout extension on page 32 You extension must be logged out as an agent for this procedure to be available RESET VALUES Reset system initialization Reset System Values on page 32 values to defaults RESTART PHONE Restart the telephone Restart the Telephone on page 33 SIG Set the signaling protocol Signaling Protocol Identifier on download flag page 33 SIP Configure SIP call settings Configuring SIP Settings on page 34 SNTP Configure the time server Configuring Time Server Settings on settings page 35 SSON Set the Site Specific Option Site Specific Option Number Setting on Number page 34 TEST Test the LED
63. olume audio settings RESOLUTION For best results set the telephone s volume control to mid range level 4 Turn off the sidetone setting by assigning the telephone to a Group using the 46xxsettings txt script with the AUDIOSTHD parameter set to 4 SET AUDIOSTHD 4 CAUSE The telephone is operating as expected RESOLUTION Both issues require the called party to answer the call before another action can be taken The Join softkey does not display until the party being called answers the call When the person answers the Join softkey displays and should be pressed to add the person to the conference If pressed before the called party answers the Conference button sends an error tone Once the person answers pressing the Conference button or the Join softkey will add the person to the conference 8of8 Issue 1 January 2008 51 Troubleshooting Guidelines 52 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Appendix A Restart Scenarios Scenarios for the Restart Process The sequence of the restart process depends on the status of the boot and application files This appendix explains the different scenarios possible Note The file names used in this appendix are examples only Your particular file names are likely to be different The procedures described in this appendix assume restarts occur during normal telephone operation rather than during telephone startup Restart the Telephone
64. on ACD Guide Document Number 07 300301 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 the most up to date software 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 Chapter 4 Maintaining Avaya 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 Verify These Network Requirements 1 Ensure that the LAN uses Ethernet Category 5e cabling running the IPv4 version of Internet Protocol 2 Ensure that the following is installed and or set up and operative e Avaya Communication Manager CM Release 5 0 e SIP Enablement Services 5
65. on and Maintenance Guide Index Index A About This Guide 2 2 ee ee 5 ADDR Option 2 2 25 Administrative Options Entering Data for 23 Local a aa Ss eh E ro est 21 AGG 2 sos a e md aie a 27 ANSI IEEE Documents 63 Assembling the Avaya Agent Deskphone 16CC 13 Automatic Gain Control Disable Enable 27 Avaya Agent Deskphone 16CC Assembling the 18 Installation ee ee 9 Poweringthe lll 14 Requirements 12 A 33 Avaya Agent Deskphone 16CC Telephones 61 Maintenance llle 37 M de els 27206 monos cum nm me mom Se A ex 9 B Boot File upgrading the 54 C Change History 6 Clear Procedure les 27 Configuring SIP Settings 34 Connection Jacks for the 16CC 15 Contents of the Settings File o oo 38 Craft Procedures Accessing 22 Customer Support ls n 7 D Debug Procedure ll 28 Disable Automatic Gain Control AGC 27 Disable Event Logging 31 Document Organization 6 Download Procedure ls 38 Downloading Language Files 39 Downloading Software Upgrades 37 DTME TONES 4 o o oy yo 42 Dynamic Addressing Process 16 E Enable Automatic Gain Control
66. on 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 Chapter 3 Local Administrative Options Introduction During installation or after you have successfully installed an IP telephone you might be instructed to administer one of the manual procedures described in this chapter These local administrative procedures are also referred to as Craft Procedures Note You can modify the settings file to set parameters for IP telephones that download their upgrade script and application files from the same HTTP server See Chapter 4 Maintaining Avaya Agent Deskphone 16CC Telephones and 9600 Series IP Telephone Scripts and Application Files in Chapter 4 of the Avaya Agent Deskphone 16CC Administrator Guide CAUTION Only trained installers or technicians should perform local craft procedures Perform these procedures only if instructed to do so by the system or LAN administrator Static administration of these options causes upgrades to work differently than if they are administered dynamically Values assigned to options in static administration are not changed by upgrade scripts These values remain stored in the telephone until either anew boot file is downloaded or t
67. one is saving the binary file the application on the HTTP HTTPS server can stop responding If this occurs restart the HTTP HTTPS server Installation Error and Status Messages The Avaya Agent Deskphone 16CC issues messages in the currently selected language or if the telephone is logged off in the language specified by the SYSTEM_LANGUAGE parameter value If English is not the selected language the telephone displays messages in English only when they are associated with local procedures for example the VIEW Craft local procedure Most of the messages in Table 1 display only for about 30 seconds or less and then the telephone resets However some messages might require manual intervention Table 1 Possible Error and Status Messages During Installation of Avaya Agent Deskphone 16CC Telephones Message Cause Resolution Address CAUSE The telephone has detected an IP Address conflict Conflict RESOLUTION Verify administration to identify duplicate IP Address es Bad Router CAUSE The telephone cannot find a router based on the information in the DHCP file RESOLUTION Use static addressing to specify a router address or change administration on DHCP as indicated in the Avaya Agent Deskphone 16CC Administrator Guide 1 of 2 42 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Installation Error and Status Messages Table 1 Possible Error and Status Messages During Installation of Avaya Agent Des
68. or CAUSE The user changed the AGC setting RESOLUTION Have the user reset the AGC value back to the desired setting CAUSE The user changed the TIMEFORMAT setting RESOLUTION Close the trouble ticket The user wants it that way CAUSE The HTTP HTTPS server stops responding if power is interrupted while a telephone is saving the application file RESOLUTION Restart the HTTP HTTPS server as applicable CAUSE The 46xxsettings file is not pointed to accurately or is not properly administered to allow the application RESOLUTION Assuming the user is meant to have that application verify the 46xxsettings file is properly specified for your system including case If your file server is UNIX or LINUX and extension Then verify all the relevant parameters indicated in Table 7 of the Avaya Agent Deskphone 16CC Administrator Guide are accurately specified in the 46xxsettings file CAUSE Possible PPM problem RESOLUTION Contact the SES administrator CAUSE The telephone has failed to receive all configured parameters e g Call Server IP address via DHCP RESOLUTION Confirm that the telephone is configured for the correct DHCP SSON value the SSON parameter default is 242 and not 176 5 of 8 48 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Operational Errors and Status Messages Table 2 Operational Error Conditions for Avaya Agent Deskphone 16CC continued Condition Cause Resolut
69. oxy server User ID Field Ignore not currently used 34 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Configuring Time Server Settings 2 To change a setting If the field shows Right Left Arrow indicators press the Right or Left navigation arrow to cycle through the settings Depending on the current value the next sequential value displays If the field does not show Arrow indicators press the appropriate softkey s and use the dialpad to enter the new value 3 Press Save to store the new setting Configuring Time Server Settings Use this procedure to designate a server for Simple Network Time Protocol SNTP and to set corresponding values 1 When you select SNTP from the Admin Procedures list the telephone displays the following settings and prompts you to enter the IP Address of the SNTP server Description Example SNTP Server IP address of the network time server SNTP GMT Offset Local time difference in hours from Greenwich Mean Time e g NJ is 5 SNTP Daylight Savings Time Indicates whether the telephone should recognize Daylight Savings Time DST O no DST 1 DST activated as per DSTOFFSET 2 automatic based on DSTSTART and DSTSTOP values 2 To change a setting f the field shows Right Left Arrow indicators press the Right or Left navigation arrow to cycle through the available settings f the field does not show Arrow indicators press the a
70. ppropriate softkey s and use the dialpad to enter the new value 3 Press Save to store the new setting Issue 1 January 2008 35 Local Administrative Options Testing LEDs Use the following procedure to initiate a telephone self test of the display and button LEDs 1 When you select the Test procedure and press the Test softkey to confirm that selection the LEDs for the 16 call appearance feature buttons flash on and off Any buttons with LEDs on the face of the telephone such as Mute and Call Log also flash on and off The View Administrative Option If you are using static addressing and encounter problems use the following procedure to verify the current values of system parameters and file versions Note Unless otherwise prevented using administration the user can view but not change most of the parameters associated with Craft Local Procedures For more information about this option see the Avaya Agent Deskphone 16CC User Guide Document Number 16 602096 Note If the View Network Information option is not available due to being disabled by administration use the ADDR option to view IP Addresses See Static Addressing Installation on page 25 The IP Addresses might have been entered incorrectly Verify whether you were provided with correct IP Addresses 1 When you select VIEW from the Admin Procedures Screen the following text displays Static Addressing screen Description and System Value Mode
71. re all internal applications that use the HTTP protocol Similarly the RTCP and CNA clients are internal applications that can invoke traceroute This term does not include Web page based applications rendered in the Web browser Address Resolution Protocol used for example to verify that the IP Address provided by the DHCP server is not in use by another IP telephone In an Avaya SIP environment the call server is the combination of SIP Enablement Services SES and Avaya Communication Manager Control LAN type of Gatekeeper circuit pack Converged Network Analyzer Dynamic Host Configuration Protocol an IETF protocol used to automate IP Address allocation and management Differentiated Services an IP based QoS mechanism 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 H 323 application that performs essential control administrative and managerial functions in the media server Sometimes called CLAN in Avaya documents A TCP IP based protocol for VoIP signaling Hypertext Transfer Protocol used to request and transm
72. reof 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 Contents Chapter 1 Introduction 1 2 e 5 About This GUN 56460 6 8 2 dd AR RARE ee n 5 Intended Audience c l 5 Document Organizatlon lt 20 lt c 000 u lt 4 040 68 6 Issue Dale 2233934309 AAA Rs E 6 Online Documentali h 2 22924 250845 ss 7 CustomerSuppott 1 ccc idee ceed 9452294325595 7 Chapter 2 Avaya Agent Deskphone 16CC Installation 9 Introduction sorei ee OR RK RRS TRL DER AAA 9 Telephone Modal ics 234 3 4 eA ARCA ACER ACA 9 01s RETE RR E E ody de a a a e ai 1171 T1OXTLX 10 Pre Installation Checklist lle 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 D
73. t softkey or the OK button During Normal Telephone Operation 1 Invoke all local procedures by pressing the Mute button entering the local dialpad procedure password 0 to 7 numeric digits then pressing the button A 6 second timeout is in effect between button presses after pressing the Mute button If you do not press a valid button within 6 seconds of pressing the previous button the collected digits are discarded In this case no administrative option is invoked The entry is compared to the PROCPSWD value If they match the telephone displays the Admin Procedures screen and prompts Select procedure and press Start 2 Use the navigation arrows to scroll to the local procedure you want then press the Select softkey or the OK button 22 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Entering Data for Administrative Options Entering Data for Administrative Options This section describes how to enter data at the telephone for administrative options 1 The first application line is selected when the telephone displays the screen To select the item on that line press the appropriate softkey at the bottom of the screen for example Change or Save or the OK button To select a different line use the down or up navigation arrows to change the line focus To move through a list of choices for the line displayed use the left or right navigation arrows When the desired line or item displays then press a
74. t the beginning of a call or when a Call goes from no one talking abruptly to a loud voice The telephone works properly except incoming DTMF tones are not received CAUSE Echo from digital to analog conversion on your CM call server trunk RESOLUTION Verify which trunk is causing the echo and swap the trunk s Trunk Termination parameter on the call server CAUSE Improper headset adapter RESOLUTION Replace adapter with Avaya s M12LU or 3412 HIC adapters We recommend the M12LU since it supports Automatic Gain Control CAUSE Jitter delay dropped packets etc RESOLUTION You can have the user provide diagnostic data by invoking the Network Information feature under the A Avaya button on the telephone One or more Quality of Service QoS features should be implemented in the network as covered in Chapter 3 Local Administrative Options CAUSE Improper non Category 5 wiring RESOLUTION Replace non Category 5 wiring with Category 5 wiring CAUSE The user has changed the Automatic Gain Control AGC or environmental acoustics are not consistent with the current audio settings RESOLUTION Try a different setting on off for the AGCHEAD parameter CAUSE The TN2302AP board does not pass in band DTMF tones RESOLUTION None the board is operating as designed 3 of 8 46 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Operational Errors and Status Messages Table 2 Oper
75. trative Options and specify which GROUP number to use 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 illustration of a possible settings file with associates in different groups at the same location 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 40 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Chapter 5 Troubleshooting Guidelines Introduction This chapter describes problems that might occur during both installation and normal operation of the Avaya Agent Deskphone 16CC and possible ways of resolving these problems This chapter contains the following sections e Descriptions of error conditions and methods for resolving them e Error and status messages and methods for resolving them Error Conditions There are three areas where installers can troubleshoot problems before seeking assistance from the system or LAN administrator 1 Check both the power and Ethernet wiring for the following conditions e Whether all components are plugged in correctly e Check LAN connectivity in both directions to all servers DHCP HTTP HTTPS Avaya Communication Manager and or SIP Proxy server e If th
76. tting For example if the current value is 10Mbps half 2 pressing the Right navigation arrow changes the value to 10Mbps full 3 If the current value is 100Mbps full 6 pressing the Right navigation arrow changes the value to Auto 1 To change the PC Ethernet setting select that line and press the Right navigation arrow or Change to cycle through the possible settings 4 Press Save to store the new setting s 30 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Disable Enable Event Logging Disable Enable Event Logging Use the following procedure to enable or disable logging of system events 1 When you select LOG from the Admin Procedures Screen the telephone prompts you to use the Right and Left navigation arrows to select a setting and displays the following text Log Choice Selector Bar for the SYSLOG_LEVEL value defined below Log Categories Use only when directed to do so by Avaya Services Remote Logging Enabled on off Remote Log Server nnn nnn nnn nnn where the text string is the wording associated with the current system value of SYSLOG LEVEL defined as e Emergencies when SYSLOG ENABLED 0 e Alerts when SYSLOG ENABLED 1 e Critical when SYSLOG ENABLED 2 e Errors when SYSLOG ENABLED 3 e Warning when SYSLOG ENABLED 4 e Notice when SYSLOG ENABLED 5 e Informational when SYSLOG ENABLED 6 e Debug when SYSLOG ENABLED 7 2 To change th
77. ults e All system values and system initialization values e User options parameter settings identifiers and password e Any user data like Contact Lists or Call Logs are deleted After clearing the values the telephone resets Disable Enable Debug Mode Use the following procedure to turn the debug mode for the button module serial port on or off CAUTION A DEBUG setting of On disables any adapter plugged into Slot 2 1 When you select DEBUG from the Admin Procedures Screen the following text displays Debug Mode On where the setting shown is the text string associated with the current system value of DEBUG defined as e On if the DEBUG_ENABLED system value is 1 e Off if the DEBUG_ENABLED system value is 0 2 Use the navigation arrows or press the Change softkey to toggle the selected setting from On to Off or vice versa 28 Avaya Agent Deskphone 16CC Installation and Maintenance Guide Group Identifier 3 Press the Save softkey to store the new setting If the value changed from On to Off the telephone initiates a reset If the value changed from Off to On the Admin Procedures screen redisplays The telephone saves the new value Group Identifier Use the following procedure to set or change the Group Identifier Note Perform this procedure only if the LAN Administrator instructs you to do so For more information about groups see The GROUP System Value
78. ynamic Addressing Process 16 Chapter 3 Local Administrative Options 21 lei 635 4 6 a oa caca a TT 21 Accessing Local Craft Procedures sn 22 Entering Data for Administrative Options n 23 About Local Administrative Procedures cess 23 Pre Installation Checklist for Static Addressing 25 Static Addressing Installation 25 Disable Enable Automatic Gain Control ln 27 Clear Procede ium e is as Emm SES KS tee ONSE o eee 27 Disable Enable Debug Mode lt lt lt lt 28 Group Gentiliel i a crrrA 29 Mer eee COM ARA Ee Se we ee 9 99 9 E S 29 Disable Enable Event Logging eee ee 31 LOGOULEMIGNSION 24 44 4464 xk RU AAA wm n eom a 32 Reset System Values cce 32 Restart the Telephone 33 Signaling Protocol Identifier lt lt lt 33 Site Specific Option Number Setting 34 Issue 1 January 2008 3 Contents Configuring SIP Settings 222m BRL eS Sede eee tne abro Configuring Time Server Settings Testing LEDS o oe Sic Sie Se aS oe dS rs ke Se The View Administrative Option lt lt ee Chapter 4 Maintaining Avaya Agent Deskphone 16CC Telephones

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