Administering Avaya IP Office Platform with Web Manager · 2020. 7. 29. · machine; or (ii) on one...

Administering Avaya IP Office™ Platformwith Web Manager

Release 11.1 SP1Issue 22

July 2020

© 2020, Avaya Inc.All Rights Reserved.

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Contents

Chapter 1: Introduction.......................................................................................................... 21Purpose................................................................................................................................ 21New in Release 11.1.............................................................................................................. 21

Chapter 2: IP Office Web Manager........................................................................................ 25Supported Web Browsers...................................................................................................... 25IP Office operational modes................................................................................................... 25Getting started with Web Manager.......................................................................................... 26

Importing a certificate into the Firefox browser................................................................... 27Importing a certificate into the Internet Explorer browser..................................................... 27Logging in to Web Manager............................................................................................. 28Logging out of Web Manager........................................................................................... 29Web Manager Service Users............................................................................................ 30Web Manager User Interface............................................................................................ 30Offline Mode................................................................................................................... 31User Preferences............................................................................................................ 36

Chapter 3: Configuration dashboard.................................................................................... 38Configuring IP Office using the Dashboard.............................................................................. 39System configuration............................................................................................................. 40VoIP configuration................................................................................................................. 45Voicemail configuration.......................................................................................................... 50Incoming Call Routes configuration......................................................................................... 53Outgoing Call Routes configuration......................................................................................... 54

Chapter 4: Solution................................................................................................................. 56Solution Objects.................................................................................................................... 57Solution Settings................................................................................................................... 58

View Scheduled Jobs...................................................................................................... 58Remote Server................................................................................................................ 59Proxy.............................................................................................................................. 60User Synchronization Using LDAP.................................................................................... 61Application Server........................................................................................................... 67

Actions................................................................................................................................. 67Backup........................................................................................................................... 68Restore.......................................................................................................................... 71Transfer ISO................................................................................................................... 72Upgrade......................................................................................................................... 73Synchronize Service User and System Password.............................................................. 74Synchronize Single Sign-On Configuration........................................................................ 74Download Configuration................................................................................................... 75Cloud Operations Management........................................................................................ 75

July 2020 Administering Avaya IP Office™ Platform with Web Manager 5Comments on this document? [email protected]

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Configure.............................................................................................................................. 75Add System to Solution.................................................................................................... 76Remove System from Solution......................................................................................... 77Convert to Select Licensed System................................................................................... 77Resiliency Administration................................................................................................. 78Set All Nodes License Source.......................................................................................... 78Link Expansions.............................................................................................................. 78

Server Menu......................................................................................................................... 79Dashboard...................................................................................................................... 80Platform.......................................................................................................................... 80On-boarding.................................................................................................................... 90Launch SSA.................................................................................................................... 91Service Commands......................................................................................................... 91Initial Configuration.......................................................................................................... 93Download Configuration................................................................................................... 96View Upgrade Report...................................................................................................... 97

Chapter 5: Call Management.................................................................................................. 98Users................................................................................................................................... 98

User Actions................................................................................................................... 99Add Users..................................................................................................................... 100

Extension........................................................................................................................... 149Extension Actions.......................................................................................................... 150Add Extension............................................................................................................... 151

Groups............................................................................................................................... 164Add Groups.................................................................................................................. 165

Auto Attendant.................................................................................................................... 186Add Auto Attendant field descriptions.............................................................................. 188

Chapter 6: System Settings................................................................................................. 192System Short Codes............................................................................................................ 192

Add Short Code............................................................................................................ 193Incoming Call Route............................................................................................................ 194

Add Incoming Call Route............................................................................................... 195Incoming Call Route MSN Configuration......................................................................... 203

Time Profiles....................................................................................................................... 204Add Time Profile............................................................................................................ 205

Directory............................................................................................................................. 206Add Directory Entry....................................................................................................... 207

Locations............................................................................................................................ 208Add Location................................................................................................................. 209Address........................................................................................................................ 211

Licenses............................................................................................................................. 212License......................................................................................................................... 213Remote Server.............................................................................................................. 215

Contents



System............................................................................................................................... 219System......................................................................................................................... 219Voicemail...................................................................................................................... 226System Events.............................................................................................................. 233SMTP........................................................................................................................... 240DNS............................................................................................................................. 241SMDR.......................................................................................................................... 242LAN1............................................................................................................................ 243LAN2............................................................................................................................ 258VoIP............................................................................................................................. 259VoIP Security................................................................................................................ 261Access Control Lists...................................................................................................... 264Directory Services......................................................................................................... 265Telephony..................................................................................................................... 270Contact Center.............................................................................................................. 285Avaya Cloud Services.................................................................................................... 285

IP Route............................................................................................................................. 287Add IP Route................................................................................................................ 287

Services............................................................................................................................. 288Normal, WAN, or Internet Service................................................................................... 289SSL VPN Service.......................................................................................................... 297

Alternate Route Selection..................................................................................................... 300Add Alternate Route...................................................................................................... 300

Account Code..................................................................................................................... 305Add Account Code........................................................................................................ 305

Subscription........................................................................................................................ 307Lines.................................................................................................................................. 309

Add Trunk Line.............................................................................................................. 309Firewall Profile.................................................................................................................... 423

Add Firewall Profile........................................................................................................ 423Authorization Code.............................................................................................................. 425

Add Authorization Code................................................................................................. 425RAS................................................................................................................................... 426

Add RAS...................................................................................................................... 426WAN Port........................................................................................................................... 428

Add WAN Port — Sync PPP........................................................................................... 429Add WAN Port — Sync Frame Relay.............................................................................. 429

User Rights......................................................................................................................... 432Add User Right.............................................................................................................. 433User............................................................................................................................. 433Short Codes.................................................................................................................. 433Button Programming...................................................................................................... 434Telephony..................................................................................................................... 435

Contents



User Rights Membership................................................................................................ 439Voicemail...................................................................................................................... 439Forwarding................................................................................................................... 441

Chapter 7: Security............................................................................................................... 442Service Users..................................................................................................................... 442

Synchronize Service User and System Password............................................................ 443Add Service User.......................................................................................................... 443User Preferences.......................................................................................................... 444

Certificates......................................................................................................................... 445Chapter 8: Applications........................................................................................................ 450

Synchronizing Server Edition passwords in Web Manager...................................................... 450Launch Manager................................................................................................................. 451Voicemail Pro — System Preferences................................................................................... 452

General........................................................................................................................ 452Email............................................................................................................................ 454Gmail Integration........................................................................................................... 457Housekeeping............................................................................................................... 458SNMP Alarm................................................................................................................. 459Outcalling..................................................................................................................... 460Voicemail Recording...................................................................................................... 460Syslog.......................................................................................................................... 461Alarms.......................................................................................................................... 461User Group................................................................................................................... 463

Voicemail Pro — Call Flow Management............................................................................... 463one-X Portal........................................................................................................................ 464WebRTC Configuration........................................................................................................ 464

System Settings............................................................................................................ 465SIP Server Settings....................................................................................................... 466Media Gateway Settings................................................................................................ 467

File Manager....................................................................................................................... 468Media Manager................................................................................................................... 469

Configuration................................................................................................................ 469Connector..................................................................................................................... 472Alarms.......................................................................................................................... 472Recordings Details........................................................................................................ 473Migration...................................................................................................................... 474Audit Trail..................................................................................................................... 475

Web License Manager......................................................................................................... 476Chapter 9: Backup and Restore.......................................................................................... 477

Backup and restore policy.................................................................................................... 478Backup and restore protocols............................................................................................... 479Enabling HTTP backup support............................................................................................ 479Disk space required for backups........................................................................................... 480

Contents



Checking the backup server’s backup quota.......................................................................... 480Backup data sets................................................................................................................. 481Creating a remote server connection..................................................................................... 483Backing up a server/servers................................................................................................. 483Restoring from the backup server......................................................................................... 484Restoring a failed server...................................................................................................... 485

Chapter 10: Configure General System Settings............................................................... 487Applying Licenses............................................................................................................... 487

PLDS licensing.............................................................................................................. 487Web License Manager (WebLM)..................................................................................... 488Server Edition Centralized Licensing............................................................................... 489Distributing Server Edition Licenses................................................................................ 489Procedures for Applying Licensing.................................................................................. 494

Converting from Nodal to Centralized Licensing..................................................................... 500Migrating Licenses to PLDS................................................................................................. 501Certificate Management....................................................................................................... 502

Certificate Overview...................................................................................................... 502Certificate Support......................................................................................................... 507

On-boarding........................................................................................................................ 516Configuring an SSL VPN using an on-boarding file........................................................... 516

System Date and Time......................................................................................................... 517Configuring Time Profiles..................................................................................................... 518

Overriding a Time Profile................................................................................................ 520Working with Templates....................................................................................................... 521

Creating a Template in Manager..................................................................................... 522Creating an Analog Trunk Template in Manager............................................................... 523Creating a New Analog Trunk from a Template in Manager............................................... 523

Centralized System Directory............................................................................................... 524Advice of Charge................................................................................................................. 527Emergency Call................................................................................................................... 529Fax Support........................................................................................................................ 530

Server Edition T38 Fax Support...................................................................................... 531Caller Display...................................................................................................................... 532Parking Calls....................................................................................................................... 533Configuring Call Admission Control....................................................................................... 534

Manager location tab..................................................................................................... 534Assigning a network entity to a location...................................................................... 535System actions at maximum call threshold...................................................................... 535Example....................................................................................................................... 536

Ring Tones......................................................................................................................... 538Music On Hold.................................................................................................................... 539

System Source.............................................................................................................. 541Alternate Source........................................................................................................... 541

Contents



Conferencing...................................................................................................................... 545Paging................................................................................................................................ 546Automatic Intercom Calls..................................................................................................... 549Wide Band Audio Support.................................................................................................... 549Media Connection Preservation............................................................................................ 550Configuring ARS................................................................................................................. 551

Example ARS Operation................................................................................................ 553ARS Operation.............................................................................................................. 554

Configuring IP Routes.......................................................................................................... 563Creating a Virtual WAN Port................................................................................................. 564System Events.................................................................................................................... 565

Configuring Alarm Destinations...................................................................................... 566Configuring authorization codes............................................................................................ 566

Entering an Authorization Code...................................................................................... 568Preventing Toll Bypass......................................................................................................... 568

Configuring unknown locations....................................................................................... 569Call Barring......................................................................................................................... 569

Applying Call Barring..................................................................................................... 569Overriding call barring.................................................................................................... 570

Chapter 11: Configure User Settings.................................................................................. 572User Management Overview................................................................................................ 573Configuring User Rights....................................................................................................... 574

Adding User Rights........................................................................................................ 576Creating a User Right Based on an Existing User............................................................ 576Associating User Rights to a User................................................................................... 577Copy User Rights Settings over a User's Settings............................................................ 577

Managing Users with LDAP.................................................................................................. 578LDAP Synchronization................................................................................................... 578

Configuring Gmail Integration............................................................................................... 580Call Intrusion....................................................................................................................... 581Call Tagging........................................................................................................................ 587Call Waiting........................................................................................................................ 587Call Restriction.................................................................................................................... 588Centralized Call Log............................................................................................................ 589Centralized Personal Directory............................................................................................. 590Account Code Configuration................................................................................................. 591

Setting a User to Forced Account Code........................................................................... 591Coverage Groups................................................................................................................ 592DND, Follow Me and Forwarding.......................................................................................... 593

Do Not Disturb (DND).................................................................................................... 594Follow Me..................................................................................................................... 596Forward Unconditional................................................................................................... 598Forward on Busy........................................................................................................... 600

Contents



Forward on No Answer.................................................................................................. 602Determining a User's Busy Status................................................................................... 604Chaining....................................................................................................................... 605

Hot Desking........................................................................................................................ 606Remote Hot Desking...................................................................................................... 608Call Center Agents........................................................................................................ 609Hot Desking Examples................................................................................................... 609Automatic Log Out......................................................................................................... 611

Group Operation................................................................................................................. 612Group Types................................................................................................................. 615Call Presentation........................................................................................................... 616Group Member Availability............................................................................................. 617Example Hunt Group..................................................................................................... 619CBC/CCC Agents and Hunt Groups................................................................................ 621

Malicious Call Tracing (MCID).............................................................................................. 622Message Waiting Indication.................................................................................................. 622

Message Waiting Indication for Analog Phones................................................................ 623Message Waiting Indication for Analog Trunks................................................................. 624

Mobile Call Control.............................................................................................................. 625Mobile Direct Access (MDA)........................................................................................... 628Mobile Callback............................................................................................................. 630

Twinning............................................................................................................................. 630Private Calls....................................................................................................................... 633System Phone Features....................................................................................................... 634The 'No User' User.............................................................................................................. 635

Suppressing the NoCallerId alarm.................................................................................. 636Transferring Calls................................................................................................................ 636

Off-Switch Transfer Restrictions...................................................................................... 638Context Sensitive Transfer............................................................................................. 639Dial Tone Transfer......................................................................................................... 639Handsfree Announced Transfers.................................................................................... 641One Touch Transferring................................................................................................. 643Centrex Transfer........................................................................................................... 644

Avaya cloud authorization.................................................................................................... 645Configuring automatic synchronization.................................................................................. 645Enabling Avaya cloud account authorization.......................................................................... 646Configuring token cache time............................................................................................... 646Apple push notification services............................................................................................ 647Enabling Apple push notifications......................................................................................... 648

Chapter 12: Configure Server Edition system settings..................................................... 650Synchronizing Server Edition passwords in Web Manager...................................................... 650Shared Administration User Account..................................................................................... 651Voicemail Administration...................................................................................................... 651

Contents



Server Edition Resiliency..................................................................................................... 652Resilience..................................................................................................................... 652Voicemail Pro Resiliency................................................................................................ 654Avaya one-X® Portal resiliency....................................................................................... 656Phone Resiliency.......................................................................................................... 658Configuring Resiliency................................................................................................... 661

Synchronizing the Configurations.......................................................................................... 666Starting Web Control........................................................................................................... 666

Chapter 13: Configuring SIP Trunks................................................................................... 668Overview............................................................................................................................ 668Configuring a SIP Trunk....................................................................................................... 669SIP Line Requirements........................................................................................................ 670SIP Prefix Operation............................................................................................................ 672SIP messaging.................................................................................................................... 674

Outgoing call message details........................................................................................ 674Incoming call message details........................................................................................ 679Codec selection............................................................................................................ 684DTMF transmission....................................................................................................... 685Fax over SIP................................................................................................................. 685Hold scenarios.............................................................................................................. 685SIP REFER................................................................................................................... 687

IP Office SIP trunk specifications.......................................................................................... 688RFCs............................................................................................................................ 690Transport protocols........................................................................................................ 691Request methods.......................................................................................................... 691Response methods........................................................................................................ 691Headers....................................................................................................................... 692

Chapter 14: Short Code Overview....................................................................................... 693Short Code Characters........................................................................................................ 695User Dialing........................................................................................................................ 698Application Dialing............................................................................................................... 701Secondary Dial Tone............................................................................................................ 701? Short Codes..................................................................................................................... 703Short Code Matching Examples............................................................................................ 703Default System Short Code List............................................................................................ 708

Chapter 15: Short Code Features........................................................................................ 714Auto Attendant.................................................................................................................... 714Auto Intercom Deny Off........................................................................................................ 714Auto Intercom Deny On....................................................................................................... 715Break Out........................................................................................................................... 715Barred................................................................................................................................ 716Busy On Held...................................................................................................................... 716Call Intrude......................................................................................................................... 717

Contents



Call Listen........................................................................................................................... 718Call Park............................................................................................................................. 719Call Park and Page.............................................................................................................. 720Call Pickup Any................................................................................................................... 720Call Pickup Extn.................................................................................................................. 721Call Pickup Group............................................................................................................... 721Call Pickup Line.................................................................................................................. 722Call Pickup Members........................................................................................................... 723Call Pickup User.................................................................................................................. 723Call Queue......................................................................................................................... 724Call Record......................................................................................................................... 724Call Steal............................................................................................................................ 725Call Waiting On................................................................................................................... 726Call Waiting Off................................................................................................................... 726Call Waiting Suspend........................................................................................................... 727Cancel All Forwarding.......................................................................................................... 727Cancel Ring Back When Free.............................................................................................. 728Change Login Code............................................................................................................. 728Clear After Call Work........................................................................................................... 729Clear Call........................................................................................................................... 729Clear CW............................................................................................................................ 730Clear Hunt Group Night Service............................................................................................ 730Clear Hunt Group Out Of Service.......................................................................................... 731Clear Quota........................................................................................................................ 732Coaching Intrusion.............................................................................................................. 732Conference Add.................................................................................................................. 733Conference Meet Me........................................................................................................... 733CW.................................................................................................................................... 735Dial.................................................................................................................................... 735Dial 3K1............................................................................................................................. 736Dial 56K............................................................................................................................. 737Dial 64K............................................................................................................................. 737Dial CW.............................................................................................................................. 737Dial Direct........................................................................................................................... 738Dial Direct Hot Line.............................................................................................................. 739Dial Emergency................................................................................................................... 739Dial Extn............................................................................................................................. 740Dial Fax.............................................................................................................................. 740Dial Inclusion...................................................................................................................... 741Dial Paging......................................................................................................................... 742Dial Physical Extension by Number....................................................................................... 742Dial Physical Extension By ID............................................................................................... 743Dial Speech........................................................................................................................ 743

Contents



Dial V110............................................................................................................................ 743Dial V120............................................................................................................................ 744Dial Video........................................................................................................................... 744Disable ARS Form............................................................................................................... 744Disable Internal Forwards.................................................................................................... 745Disable Internal Forward Unconditional................................................................................. 745Disable Internal Forward Busy or No Answer......................................................................... 746Display Msg........................................................................................................................ 746Do Not Disturb Exception Add.............................................................................................. 747Do Not Disturb Exception Delete.......................................................................................... 748Do Not Disturb On............................................................................................................... 748Do Not Disturb Off............................................................................................................... 749Enable ARS Form............................................................................................................... 749Enable Internal Forwards..................................................................................................... 750Enable Internal Forward Unconditional.................................................................................. 750Enable Internal Forward Busy or No Answer.......................................................................... 750Extn Login.......................................................................................................................... 751Extn Logout........................................................................................................................ 752Flash Hook......................................................................................................................... 752FNE Service....................................................................................................................... 753Follow Me Here................................................................................................................... 753Follow Me Here Cancel........................................................................................................ 754Follow Me To....................................................................................................................... 755Forward Hunt Group Calls On.............................................................................................. 755Forward Hunt Group Calls Off.............................................................................................. 756Forward Number................................................................................................................. 756Forward On Busy Number.................................................................................................... 757Forward On Busy On........................................................................................................... 758Forward On Busy Off........................................................................................................... 758Forward On No Answer On.................................................................................................. 759Forward On No Answer Off.................................................................................................. 759Forward Unconditional On.................................................................................................... 760Forward Unconditional Off.................................................................................................... 760Group Listen Off.................................................................................................................. 761Group Listen On.................................................................................................................. 761Headset Toggle................................................................................................................... 762Hold Call............................................................................................................................. 762Hold CW............................................................................................................................. 763Hold Music.......................................................................................................................... 763Hunt Group Disable............................................................................................................. 764Hunt Group Enable.............................................................................................................. 765Last Number Redial............................................................................................................. 765MCID Activate..................................................................................................................... 766

Contents



Mobile Twinned Call Pickup.................................................................................................. 766Off Hook Station.................................................................................................................. 766Outgoing Call Bar Off........................................................................................................... 767Outgoing Call Bar On........................................................................................................... 768Private Call Off.................................................................................................................... 768Private Call On.................................................................................................................... 769Priority Call......................................................................................................................... 769Record Message................................................................................................................. 770Relay On............................................................................................................................ 770Relay Off............................................................................................................................ 771Relay Pulse........................................................................................................................ 772Resume Call....................................................................................................................... 773Retrieve Call....................................................................................................................... 773Ring Back When Free.......................................................................................................... 774Secondary Dial Tone............................................................................................................ 774Set Absent Text................................................................................................................... 775Set Account Code............................................................................................................... 776Set Authorization Code........................................................................................................ 777Set Fallback Twinning Off..................................................................................................... 777Set Fallback Twinning On..................................................................................................... 777Set Hunt Group Night Service.............................................................................................. 778Set Hunt Group Out Of Service............................................................................................ 778Set Time Profile................................................................................................................... 779Speed Dial.......................................................................................................................... 780Shutdown Embedded Voicemail........................................................................................... 781Stamp Log.......................................................................................................................... 782Startup Embedded Voicemail............................................................................................... 782Suspend Call...................................................................................................................... 782Suspend CW....................................................................................................................... 783Start After Call Work............................................................................................................ 783Toggle Calls........................................................................................................................ 784Unpark Call......................................................................................................................... 784Voicemail Collect................................................................................................................. 785Voicemail Node................................................................................................................... 787Voicemail On....................................................................................................................... 788Voicemail Off....................................................................................................................... 788Voicemail Ringback On........................................................................................................ 789Voicemail Ringback Off........................................................................................................ 789Whisper Page..................................................................................................................... 790

Chapter 16: Button Programming Overview...................................................................... 791Programming Buttons with Manager..................................................................................... 791Programming Button via the Menu Key................................................................................. 793

Setting a Button to Dial a Number................................................................................... 793

Contents



Setting a Button to a Switch Function.............................................................................. 793Setting Buttons to Admin Function.................................................................................. 794

Programming Button via an Admin Button............................................................................. 795Using an Admin Button.................................................................................................. 796

BST Button Programming.................................................................................................... 797T3 Self-Administration......................................................................................................... 799Interactive Button Menus..................................................................................................... 801Label Templates.................................................................................................................. 801

Chapter 17: Button Programming Actions......................................................................... 803911-View............................................................................................................................. 811Abbreviated Dial.................................................................................................................. 811Abbreviated Dial Pause....................................................................................................... 812Abbreviated Dial Program.................................................................................................... 813Abbreviated Dial Stop.......................................................................................................... 813Absent Message................................................................................................................. 814Account Code Entry............................................................................................................. 814ACD Agent Statistics........................................................................................................... 815ACD Stroke Count............................................................................................................... 815Acquire Call........................................................................................................................ 816AD Special Functions.......................................................................................................... 816AD Special Function Mark.................................................................................................... 817AD Special Function Wait..................................................................................................... 818AD Suppress....................................................................................................................... 818After Call Work.................................................................................................................... 819Appearance........................................................................................................................ 820Automatic Callback.............................................................................................................. 823Auto-Intercom Deny............................................................................................................. 823Automatic Intercom.............................................................................................................. 824Break Out........................................................................................................................... 825Bridged Appearance............................................................................................................ 826Busy................................................................................................................................... 827Busy On Held...................................................................................................................... 827Call Forwarding All.............................................................................................................. 828Call Intrude......................................................................................................................... 829Call List.............................................................................................................................. 830Call Listen........................................................................................................................... 830Call Log.............................................................................................................................. 832Call Park............................................................................................................................. 832Call Park and Page.............................................................................................................. 833Call Park To Other Extension.............................................

Date post:	14-Sep-2020
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