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Date of Issue: July 15, 2016 _____________________________________________________________________________________
Offer Definition
Avaya IP Office™ Platform
Release 10.0
COMPAS ID: 172124 Document Version 1.2
© 2016 Avaya. All Rights Reserved.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of
Avaya Inc. All other trademarks are the property of their respective owners. Avaya and other parties may also
have trademark rights in other terms used herein.
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Offer Definition
Product IP Office Platform R10.0 GA Date Q3CY2016
Rev # Rev Date
1.2 July 12, 2016
Avaya Source Prime Channel Partner Target Audience
Jerry Elson
Product Management, Order Management, Documentation, Training, Lab Engineers, Sales
Engineers
CHANGE CONTROL RECORD
Date (mm/dd/yy)
Issue/Version # Prime Summary of Changes
02/12/2016 1.0 Alan Lao Initial Pre-GA Release
05/09/2016 1.1 Alan Lao Section 3 Avaya IP Office Platform
Overview
Section 3.1 GA Milestones
Section 4.2 Summary of New Features
Section 5.1.2 LDAP Synchronization
Section 5.1.20 UC Clients
Enhancements
Section 5.1.25 Licensing Simplification
Section 13 Services and Support
1.2 Jerry Elson Revision to GA date and removal of
Basic User license requirement and
IPOSS changes
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Table of Contents
TABLE OF CONTENTS .............................................................................................................................. 4
1.0 ABOUT THIS DOCUMENT ............................................................................................................ 7
1.1. NON-DISCLOSURE ............................................................................................................................................ 7 1.2. GLOBALIZATION .............................................................................................................................................. 7
2.0 SOLUTION OVERVIEW ................................................................................................................. 7
3.0 AVAYA IP OFFICE PLATFORM OVERVIEW ................................................................................. 8
3.1. GENERAL AVAILABILITY MILESTONES ............................................................................................................. 9
4.0 ABOUT IP OFFICE R10.0 ............................................................................................................... 10
4.1. WHY UPGRADE TO IP OFFICE R10.0? ..............................................................................................................10 4.2. SUMMARY OF NEW FEATURES DELIVERED IN IP OFFICE RELEASE 10.0 ..........................................................11 4.3. PRODUCT COMPONENTS .................................................................................................................................11 4.4. AVAYA IP OFFICE PLATFORM DEPLOYMENT OPTIONS ...................................................................................12
4.4.1. IP Office 500 Version 2 (IP500 V2) Control Unit (not virtualized) ................................................................ 13 4.4.2. Server Appliance (not virtualized) ........................................................................................................... 13 4.4.3. Virtualized Environment ..................................................................................................................... 14 4.4.4. Cloud 14 4.4.5. Supported Deployment Options by Application ........................................................................................... 14
4.5. CUSTOMER PRESENTATION .............................................................................................................................15
5.0 FEATURE DESCRIPTIONS .......................................................................................................... 15
5.1. KEY FEATURES ................................................................................................................................................15 5.1.1. one-X® Portal Application Resiliency ....................................................................................................... 15 5.1.2. LDAP Synchronization ...................................................................................................................... 17 5.1.3. Sever Edition/Select WebLM Centralized Licensing .................................................................................... 18 5.1.4. Lower Footprint ................................................................................................................................ 18 5.1.5. T.38 Fax on Server Edition ................................................................................................................. 19 5.1.6. Server Edition Performance Enhancement .................................................................................................. 19 5.1.7. Cloud Portal API, SDKs and Example Applications .................................................................................. 20 5.1.8. Google Storage for IP Office Cloud and Backup/Restore in Cloud .................................................................... 21 5.1.9. Capacity Enhancement ........................................................................................................................ 21 5.1.10. Call Handling Enhancement ......................................................................................................... 22 5.1.11. Resiliency for SIP Endpoints ......................................................................................................... 23 5.1.12. Reduction in Configuration Changes and System Reboot ......................................................................... 23 5.1.13. Proactive Voice Monitoring ........................................................................................................... 23 5.1.14. Direct Media ............................................................................................................................ 24 5.1.15. H.323 Signaling Security ............................................................................................................. 24 5.1.16. Communicator for Web and Windows .............................................................................................. 25 5.1.17. H175 Video Collaboration Station ................................................................................................. 26 5.1.18. IP DECT R4, Edition 5 ............................................................................................................ 27 5.1.19. Web Collaboration Enhancement .................................................................................................... 28 5.1.20. UC Clients Enhancements ........................................................................................................... 30 5.1.21. Open APIs/SDKs .................................................................................................................... 32 5.1.22. Emergency Location Services (NG911/NG112) ................................................................................ 33 5.1.23. Streamline Installation and Upgrades ............................................................................................... 33 5.1.24. UCM V2 Ease of Installation and Management ................................................................................ 33 5.1.25. Other Serviceability Improvements ................................................................................................... 34 5.1.26. SIP Trunk Enhancements ............................................................................................................ 35 5.1.27. Management Simplification ........................................................................................................... 37
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5.1.28. Licensing Simplification ............................................................................................................... 43 5.1.29. Avaya Contact Center Select ACCS-400 Agents ................................................................................ 44 5.1.30. IP Office Contact Center .............................................................................................................. 44 5.1.31. Branch Solution ........................................................................................................................ 45 5.1.32. Localization ............................................................................................................................. 45
5.2. SECURITY .........................................................................................................................................................45
6.0 UPGRADING TO IP OFFICE R10.0 ............................................................................................... 46
7.0 PRODUCT SPECIFICATIONS ...................................................................................................... 46
7.1. INTEROPERABILITY/COMPATIBILITY MATRIX .................................................................................................46 7.2. INTEROPERABILITY DEPLOYMENT SCENARIOS ................................................................................................52
7.2.1. IP Office & Avaya Aura Session Manager ............................................................................................... 53 7.2.2. IP Office and BCM............................................................................................................................ 56 7.2.3. IP Office, BCM and CS1000 (SIP) ....................................................................................................... 57 7.2.4. IP Office and Meridian1/CS1000 via QSIG ............................................................................................ 57 7.2.5. IP Office & Communication Manager Interop ............................................................................................ 58 7.2.6. IP Office as SIP Gateway for BCM/Norstar............................................................................................. 59 7.2.7. IP Office and Avaya Session Board Controller for Enterprise (SBCE) ............................................................... 60 7.2.8. SIP Standard Call Feature Support ........................................................................................................ 61 7.2.9. Video Collaboration Solution for IP Office ................................................................................................ 62 7.2.10. Avaya Communicator for Web....................................................................................................... 63
7.3. SOLUTION CAPACITIES AND PERFORMANCE ....................................................................................................63 7.4. VIRTUALIZATION RESOURCE PROFILES ...........................................................................................................82
7.4.1. Summary Table of Resource Profiles ......................................................................................................... 82 7.5. VMWARE ESXI SOFTWARE SUPPORTED FOR VIRTUALIZED ENVIRONMENT ....................................................83 7.6. SUPPORTED OS AND BROWSERS ......................................................................................................................83
7.6.1. Windows Operating Systems (PC) .......................................................................................................... 83 7.6.2. Mac Thick Client Apps ...................................................................................................................... 86 7.6.3. Chrome Apps ................................................................................................................................... 86 7.6.4. Browsers ......................................................................................................................................... 86 7.6.5. Other Applications ............................................................................................................................. 87
7.7. SUPPORTED HARDWARE ..................................................................................................................................87 7.7.1. Avaya Common Servers Supported for New Orders for Virtual Appliance Deployments ......................................... 88
8.0 PRODUCT DOCUMENTATION .................................................................................................. 89
9.0 AVAYA LEARNING ....................................................................................................................... 92
9.1. AVAYA LEARNING CENTER .............................................................................................................................92 9.2. TECHNICAL/ KNOWLEDGE TRANSFER ............................................................................................................97
10.0 DEMO SOLUTIONS ...................................................................................................................... 97
10.1. POWER DEMO .................................................................................................................................................98 10.2. SERVER EDITION / VIRTUALIZED ....................................................................................................................98 10.3. ANYWHERE DEMO ..........................................................................................................................................98
11.0 PRODUCT ORDERING, LICENSING AND PRICING ................................................................ 99
11.1. IP OFFICE R10.0 DVD SETS ............................................................................................................................99 11.2. IP OFFICE SYSTEM SD CARDS ........................................................................................................................100 11.3. UPGRADE TO IP OFFICE RELEASE 10.0 LICENSE ...........................................................................................100 11.4. SOFTWARE UPGRADE PROCESS ......................................................................................................................101 11.5. SOFTWARE PRICING .......................................................................................................................................102 11.6. IP OFFICE SOFTWARE APPLICATIONS AND LICENSE KEY PROCESS ...............................................................102 11.7. LICENSING.....................................................................................................................................................102
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11.8. LICENSING CHANGES IN IP OFFICE R10.0 .....................................................................................................102 11.9. IPOSS REQUIREMENT IN IP OFFICE R10.0 ................................................ERROR! BOOKMARK NOT DEFINED. 11.10. AVAYA ONE SOURCE (A1S) ...........................................................................................................................105
11.10.1. Deployment Options and Configurator Changes for New and Upgrade Configurations ............................... 105
12.0 PRODUCT LICENSING PROCESS AND POLICIES .................................................................. 107
13.0 SERVICES AND SUPPORT ......................................................................................................... 107
13.1. SERVICES SUPPORT OFFERS ...........................................................................................................................107 13.2. PCN/PSN STRATEGY ....................................................................................................................................108
13.2.1. Product Correction Notices (PCNs) ............................................................................................... 108 13.2.2. Product Support Notices (PSNs) .................................................................................................. 108
13.3. TECHNICAL CONSULTING SYSTEM SUPPORT ..................................................................................................109 13.4. ENHANCED SERVICES AVAILABLE .................................................................................................................109
13.4.1. Remote Configuration Helpline (RCH) (Malay)................................................................................ 109 13.4.2. Remote Access via Secure Access Link Gateway ................................................................................ 109
13.5. WARRANTY ....................................................................................................................................................110 13.5.1. Post Warranty Support ............................................................................................................. 110
13.6. LAB EVALUATION ..........................................................................................................................................111 13.6.1. Avaya Labs Field Support ......................................................................................................... 111
13.7. REGISTRATION ..............................................................................................................................................111
14.0 AVAYA DEVCONNECT .............................................................................................................. 111
15.0 CONTACT INFORMATION ....................................................................................................... 112
APPENDIX A: GLOSSARY OF TERMS AND ACRONYMS .................................................................... 113
APPENDIX B: NEW IP OFFICE R10.0 PLDS LICENSES ....................................................................... 116
APPENDIX C: LICENSE UPGRADE PATH TO IP OFFICE R10.0 ......................................................... 120
APPENDIX D: PRODUCT LICENSING PROCESS AND POLICIES ..................................................... 128
APPENDIX E: PRODUCT REFERENCE INFORMATION LINKS ....................................................... 130
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1.0 About this Document
This Offer Definition is intended for Avaya authorized distributors, resellers, and tier 1 partners (individually
“Partner”, and collectively, “Partners”). The Offer Definition will provide information required to successfully
introduce Avaya IP OfficeTM
Platform R10.0.
Avaya’s offer will be referred to as “IP Office R10.0”. This Offer Definition serves as a comprehensive guide for
Partner readiness and it provides an overview of the product components, including material codes and specific
features provided with IP Office R10.0.
While reasonable efforts have been made to ensure that the information in this Offer Definition is complete and
accurate, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to
the information in this Offer Definition. Further, the roadmap information contained herein is provided for
informational purposes only and is not a commitment or an obligation to deliver any product, product feature or
software functionality. Avaya reserves the right to make changes to the content and timing of any product,
product feature or software release presented herein.
1.1. Non-Disclosure
The Avaya non-disclosure processes will be followed for any documentation and information being released to
the end customer or any type of Partner personnel not covered by a contract with Avaya prior to GA.
1.2. Globalization
This document is written as a global document. Unless specifically noted, all information applies across all
theatres. Theatre specific information will be identified using the regional designations listed below.
United States (US)
Caribbean and Latin America and Canada (AI)
Europe Union (EU) / Germany (GSMB)
Middle East, Africa, South Asia (Global Growth Market - GGM)
Asia Pacific (APAC)
2.0 Solution Overview
Avaya is adopting Engagement as its driving principal. With the rise of mobility, omni-channel communications
and the cloud, the world has moved past collaboration to an era of engagement. Engagement is characterized by
active participation, pervasive collaboration and quality experiences. It results in improved business performance
and increases customer lifetime value
The IP Office solution is Avaya’s flagship Engagement portfolio for midsize businesses, enabling them to:
Deepen their engagement with customers by receiving calls quickly to the right person with powerful
skills based routing options. Engaging with clients goes beyond voice by using web chat, email and fax.
More calls can be handled with fewer people via self-service.
Make team engagement more productive by giving employees the extra tools needed to stay connected
from anywhere. Employees remain in touch with “one-number reachability”. Staff can work remotely by
having all the same communications options as in the office.
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Control costs and save money by cutting out the time-wasting hassles that keep employees from being
productive. Lower mobile phone and telecommuter long-distance charges by routing calls through the
system. Rely on a built-in conferencing bridge to eliminate the need for expensive third-party
conferencing services. Take advantage of the more flexible and lower cost IP-based voice network
options.
In summary, the IP Office solution unifies communication, connects enterprises with their customers and helps
people work from anywhere.
3.0 Avaya IP Office Platform Overview
The Avaya IP Office Platform is a cost-effective system that supports a mobile, distributed workforce with voice
and video on virtually any device. IP Office is an integrated, modular communications solution that scales up to
3000 users and 150 locations in a multisite network with resiliency. Match a deployment model to infrastructure
needs from simple appliances to dedicated servers to virtualized software in a data center. Improve customer
experience and contact center agent efficiency with powerful, affordable multichannel functionality for voice,
email, fax, SMS, and web chat. The solution combines collaboration software plus multichannel contact centers,
networking, security and video.
There is an IP Office to meet the needs of any small and midsize business. From the smallest enterprise with
essential team engagement and mobile requirements, scaling up to sophisticated large enterprises requiring high
levels of resiliency to support their customer engagement solutions.
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IP Office user solutions provide choices based on job function to match the needs of a diverse range of workers in
the enterprise. A broad array of endpoints ranging from: fully featured digital; basic and premier level IP; DECT
and Wi-Fi wireless; and, flexible conferencing hard endpoints to softphone options. Soft phone applications are
designed to provide flexibility for remote workers and to allow workers to access telephony services, such as
making and receiving calls, voicemail, and call forwarding from their computer or mobile device.
Put it all together and the Avaya IP Office Platform helps businesses bring engagement to the next level,
differentiating themselves from the competition and achieving their business or organizational objectives.
3.1. General Availability Milestones
August 29, 2016 New Avaya material codes are changed to generally available status in the following
tools:
Price List Administration Tool (PLAT) files
Global Product and Pricing Catalogue (GPPC)
Avaya One Source Configurator (A1S) quoting
Product Licensing and Delivery System (PLDS)
Note: Any advanced design configured in A1S during the password control period must be updated by invoking
the “Configure Design” button in the quote, once the A1S configuration tool becomes GA status. This will
ensure that any changes made to configuration rules or pricing, between early controlled availability and the
GA version of A1S, are reflected in the final design. New material code orders will be held until IP Office
R10.0 is declared Generally Available.
August 29, 2016 IP Office R10.0 - General Availability.
Software and documentation is available for download from support.avaya.com
Passwords no longer required on R10.0 configuration tools
IP Office R10.0 orders can commence shipping
September 26, 2016 IP Office R10.0 DVDs are orderable, check with distribution for availability.
Note: The above dates and details are subject to change.
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4.0 About IP Office R10.0 IP Office R10.0 extends Avaya’s innovation in the Midmarket, delivering greater resilience, security and value
through a wide range of endpoints, and fully integrated, easy to use, resilient desktop and mobile clients.
4.1. Why Upgrade to IP Office R10.0?
Throughout this document, readers will learn much more about the extensive innovation being delivered in IP
Office R10.0. Some key highlights about how Avaya partners and customers will benefit from IP Office R10.0
include:
Ease of doing business
As IP Office fully transitions to Product License and Delivery System (PLDS) licensing, partners will benefit
from self-service licensing management and the utilization of a common licensing format across the Avaya
solution stack. A new Avaya One Source (A1S) upgrade configuration option will simplify and automate
upgrades to IP Office R10.0, supporting both transactional/paid or support entitled upgrades.
Stronger resiliency and security
Resiliency and security are strengthened by the resiliency features added to the one-X® portal and SIP end points,
in addition to emergency services API’s, new voice quality monitoring functionality combined with H.323 TLS
signaling security and LDAP synchronization for Server Edition These new capabilities are particularly important
as IP Office expands its reach into the Midmarket and cloud segments while delivering higher levels of customer
service and engagement.
Increased Scalability
Scalability is being increased to provide additional capacity to support solutions of up to 3,000 users and 150
nodes. A few examples include, increasing the number of hunt groups, soft consoles, music-on-hold sources,
button modules and directory capacities.
Enhanced Collaboration
IP Office collaboration is made richer with the H175 video endpoint and web collaboration updates. Other new
capabilities include the availability of a Web RTC Software Developers Kit, enabling 3rd
parties to create voice
and video applications, tighter integration with the Avaya Communicator for Web, along with an impressive list
of one-X®
portal and one-X®
Mobile Preferred enhancements.
Simplified Installation, Administration and Support
IP Office R10.0 will contain features aimed at making installation both faster and simpler while also lowering the
effort to support. Partners can look forward to UCM improvements, reduction in configuration changes requiring
re-boots, and an expanded Web Manager, capable of being the administrative tool of choice for R10.0.
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4.2. Summary of New Features Delivered in IP Office Release 10.0
IP Office Release 10.0 includes a range of new features that are summarized in the table below. Please refer to
section 5.0 for detailed descriptions.
Midmarket and Cloud
(Server Edition and Select)
Common to All Platforms
(Customer Premise and Cloud,
Essential & Preferred Editions,
Server Edition, and Select)
Customer Premise
one-X®
Application Resiliency*
LDAP Synchonization for
Server Edition
WebLM Centralized Licensing
Lower Footprint
T38 Fax protocol support on
Server Edition
Cloud Portal APIs, SDKs and
Example Applications
Capacity Enhancements
32 Music on Hold Sources
* Exclusive to IP Office Select
Resiliency for SIP Endpoints
Redution in configuration
changes that require a reboot
Proactive Voice Quality
Monitoring
Direct Media
H.323 Signaling Security
Communicator for Web o VM to Gmail and OAuth
Authentication
H175 Video Collaboration
Station
IP DECT R4 Edition 5
Web Collaboration
Enhancements
UC Clients Enhancements
Open APIs/SDKs o WebRTC Connector, Location API
Enhancement Emergency
Location Services
(NG911/NG112)
Streamline Installation and
Upgrades
SIP Trunk Enhancements
Expanded Web Manager
functionality
Avaya Communicator for Lync
adds support for Skype for
Business.
On another Call notification
Licensing Simplification o PLDS licensing
o Centralized Server Edition/Select
licensing
o Upgrade/migration solution
Contact Center ACCS – 400
Agents
Branch Solution o SMGR Geo Redundancy
o Expanded client support for
centralized users
Note: Features listed are available worldwide unless otherwise specified. Not all of the features in IP Office
Release 10.0 are supported on all Editions, platforms and phones - please see each feature's description for
details.
4.3. Product Components
The following products and releases are included in this IP Office R10.0 Offer Definition.
Component Version Admin CD 10.0.0.0
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Component Version
IP Office Manager 10.0.0.0 Web Manager 10.0.0.0 WebLM Server 7.0 VMPro 10.0.0.0
one-X® Portal 10.0.0.0
Call Assistant 10.0.0.0 Outlook Plug In 10.0.0.0 Server Edition DVD 10.0.0.0
Server Edition OVA 10.0.0.0
Web Collaboration 10.0.0.0
Unified Communication Module 10.0.0.0
SoftConsole 10.0.0.0
Avaya Communicator for Windows 2.1.3.0
Avaya Communicator for iPad 2.0.3
Contact Recorder 10.0.0.0 build
WebRTC Gateway 10.0.0.0 build
Avaya one-X® Mobile Preferred for IP
Office (Android version) 10.0.0.0.xxx
Avaya one-X® Mobile Preferred for IP
Office (iOS version) 4.0.3.xxx
Avaya USB Creator 10.0.0.0.xxx
4.4. Avaya IP Office Platform Deployment Options
The IP Office R10.0 offers a number of deployment options or platforms and Editions with the flexibility to meet
the needs of every end customer. The table below shows the IP Office R10.0 Editions and their associated
platforms: IP500 V2 (Stand-alone), Linux Server, IP500 V2 and Linux Expansion, Virtualized Environment, and
Cloud Environment.
Edition Platform
Target Market
Business size
(users)
Addresses business needs
Basic Edition IP500 V2 2-30 Simple digital solution with voice mail
Essential Edition IP500 V2 2–99 For essential team and mobile
engagement on a simple to deploy
appliance
Preferred Edition IP500 V2 21–250 For robust team, mobile, and customer
engagement on a simple to deploy
appliance
Server Edition Linux Server,
IP500 V2 and
Linux Expansion
100–2000 For robust team, mobile, and customer
engagement on a software based solution
IPO Office Select Linux Server,
IP500 V2 and
Linux Expansion
100–3000 For robust, larger scale team, mobile,
and customer engagement with higher
resiliency on a software based solution
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Edition Platform
Target Market
Business size
(users)
Addresses business needs
Server Edition or
Select (with Virtualized
Software)
Virtualized 100–2000
(or)
100–3000
For robust team, mobile, and customer
engagement on a software based solution
or larger scale with higher resiliency
with the Select offering
Select (hosted in
Cloud)
Cloud 100–2000
(or)
100–3000
For robust, larger scale team, mobile,
and customer engagement with higher
resiliency on a Cloud based solution
Note: Business size (users) numbers are based on most deployment scenarios. The actual capacity and
performance in each platform is depended on the combination of IP Office edition and hardware specified in
section 7.3. Essential Edition and Preferred Edition may also be referred to as Standard Editions.
4.4.1. IP Office 500 Version 2 (IP500 V2) Control Unit (not virtualized)
IP500 V2 is a modular communications solution that scales from 2 to 384 extensions and up to 1000
subscribers over 32 sites in a Small Community Network (SCN). Not only can it support traditional analog
and digital desk phones, it can also support IP and SIP based desk phones. Because it supports various types
of trunk options like Analog, BRI, PRI (T1/E1), and SIP, the IP500 V2 is the ideal solution that satisfies the
needs of the small and medium business.
With IP Office Preferred Edition and Unified Communications Module (UCM) installed in IP500 V2 system,
or with an external applications server, additional unified communications features can be enabled like one-
X® Portal, Avaya Communicator, and Collaboration.
IP500 V2 can be operated in a stand-alone model or deployed as a gateway for Branch deployment to Avaya
Aura® or as an expansion unit to IP Office Server Edition or Select.
4.4.2. Server Appliance (not virtualized)
IP Office R10.0 in Server Edition delivers the fourth major phase of IP Office Server Edition development
since the initial launch of Server Edition in IP Office R8.1 and the subsequent launch of IP Office Select in
R9.1. This investment reflects Avaya’s continued focus on IP Office in the Midmarket and delivers new
enhancements in scalability, resiliency, security, and management.
IP Office Server Edition has been fully qualified and validated on the Dell R620/630 and Dell R210/R220
servers. Note that the Dell R620/R630 (or OVA) is required for full R10.0 Server Edition capacity
enhancements. The capacities of the IP500 V2 expansion server are unchanged with IP Office R10.0.
Note: As part of a normal lifecycle management, the Dell R210 was replaced by the R220 shortly after GA of
R9.1 and the Dell R620 was replaced by the Dell R630 with the R9.1.4 SP introduced in September 2015.
As noted above, IP Office Select was introduced in IP Office R9.1. IP Office Select is a premium software
solution. It includes all the features of IP Office Server Edition and an impressive list of incremental,
enterprise grade functionality targeted at the Midmarket customer with sophisticated requirements. The
graphic below summarizes the positioning of IP Office Select, with additional features and capacity
compared to IP Office Server Edition.
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As outlined in the graphic above, IP Office Select is a superset of features in IP Office Server Edition:
Specifically, major IP Office R10.0 Server Edition capacity increases, resiliency improvements and certain
new features are exclusive to IP Office Select. IP Office Select is supported on server and virtualized OVA
platforms. IP Office Select is not applicable to Essential or Preferred Edition.
IP Office Select is a mode that is configured in the core IP Office and validated by licencing. IP Office Select
mode can only be set by IP Office Manager or Web Manager and all systems/nodes within the deployment
must be the same; either all Select or all Server Edition.
4.4.3. Virtualized Environment
IP Office Server Edition and its application’s support both VMware and Google’s virtualized environments.
VMware support has been updated in IP Office R10.0 to include ESXI 6.0. (for details on VMware ESXI
support, see section 7.5) Google’s virtualized environment is part of Google Compute Engine and is
delivered as part of the Avaya Cloud solutions. For details on Google Compute Engine and IP Office support
in that environment refer to the cloud solutions offer documents.
4.4.4. Cloud
IP Office R10.0 delivers many key features to the cloud solution for IP Office. These features and this
solution are described in the Powered by Avaya IP Office and OnAvaya Offer Definitions.
https://sales.avaya.com/en/onavaya
https://sales.avaya.com/en/powered-by-avaya-ip-office
4.4.5. Supported Deployment Options by Application
Legend:
Red = New in IP Office R10.0
N = not supported.
Y = supported.
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O = Installed, optional activation – can be activated via Web Control.
N/A = Not Applicable
IP Office Server Edition
Server Appliance or Virtualized
IP500 V2
Hardware
Application Primary Secondary Expansion Apps
Server UCM Notes
IP Office Y Y Y N/A N/A
Voice Mail Pro Y Y N Y Y Ignition option for Apps
server/UCM
one-X® Portal Y Y N Y Y Ignition option for Apps
server/UCM
Web Collaboration Y N N Y N Installed with one-X®
Portal
WebRTC Y N N Y N
WebLM Y O N O N
Contact Recorder O N N O N
Web Management Y Y Y Y Y
LDAP
Synchronization for
Server Edition
Y N N N N Previously supported
with IP Office Select only
Note:
Virtualized Environment = Customer Supplied (Server + VMware) + Avaya Supplied Applications
Server Appliance = Avaya supplied (Server + Linux OS + Application)
4.5. Customer Presentation
Visit the IP Office™ Platform product page at the URL below to find the latest customer presentations and other
IP Office R10.0 collateral.
https://sales.avaya.com/en/pss/ip-office
5.0 Feature Descriptions
5.1. Key Features
The following section provides details of the key innovations delivered in IP Office R10.0 to drive growth in the
addressed market segments. Many of the feature developments reflect continued input that Avaya regularly
receives and values, from distributors, business partners and end customers.
5.1.1. one-X® Portal Application Resiliency
one-X®
Portal enables Unified Communications (UC) features on IP Office. With IP Office R10.0, the one-
X®
Portal Application on IP Office Select has been made resilient leveraging the Primary/Secondary
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resilience model in IP Office. Customers need not worry about the resiliency of their UC features in the event
of a primary server failure.
Note: SoftConsole is resiliency is not supported with this release
Configuration for this functionality is nearly automatic and status of the servers is shown in the one-X®
Portal administration.
In the event of a failover event when Primary server becomes inactive, one-X® Portal of the Secondary
server will become active. Users already logged into one-X® Portal web client of Primary server will be
automatically logged into one-X® Portal on Secondary server. The diagram below shows an example of a
Failover scenario and corresponding status screen.
Note: Failover detection default time is three minutes which means it requires an outage of >three minutes
to trigger the failover.
When the Primary server comes back online after the failover event, a failback event is triggered and the one-
X® Portal on the Primary server will become active. Users already logged into the one-X
® Portal of the
Secondary server will be automatically logged into the one-X® Portal of the Primary server. Failback can be
configured to allow for manual failback in the event an administrator would like to control the transition.
Note: After Failback recovery, one-X® Portal of the Secondary server will not allow user login and will
redirect login requests to the Primary server.
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5.1.2. LDAP Synchronization
Available on both Server Edition and Select!
In R9.1, LDAP user synchronization was only available in Select. In IP Office R10.0, LDAP user
synchronization will be supported in both Server Edition and Select.
Many large organizations use enterprise directories such as LDAP and Microsoft Active Directory to store
employee basic information like user name, address, department, phone number.
User Synchronization
IP Office R9.1 introduced LDAP user synchronization capability in Web Manager to simplify and reduce
time for Day-1 provisioning of users. Fields that could be synchronized in R9.1 included: Name, Full Name,
Extension and Email Addresses.
Enhancements being delivered in IP Office R10.0 include:
Connect to Directory Services:
Preservation of connection settings when a “test connection “fails, so that the administrator no
longer has to re-enter the settings.
Better feedback to the user if mandatory field inputs are missing
Improved tool tips for User Schema, Search Filter, Base Designated Name and Use SSL
Additional optional fields for User Synchronization:
Login Code
Voice Mail Code
Twinned Mobile Number
Group Membership
LDAP jobs:
Ability to Modify/Delete LDAP jobs from the “View Scheduled Jobs” page. Modifications
can be made to the connection settings and frequency.
“View Jobs” shows the results of the last synchronization in terms of users created
successfully or failed. If a failure occurs, the cause of the failure is displayed
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5.1.3. Server Edition/Select WebLM Centralized Licensing
Support for fully centralized WebLM licensing on Server Edition and Select is introduced with IP Office
R10.0. This will benefit both Customer Premise and Cloud implementations.
In earlier releases, only certain licensing could be centralized on the primary server and obtained by the
secondary or expansion servers. Other licenses had to be present locally on the secondary or expansion
severs. With centralized licensing in IP Office R10.0, all licenses can be fully centralized on the integrated
WebLM server available on the primary server of a Server Edition or Select solution. Licenses will be
consolidated in one PLDS license file. This will simplify initial installation and on-going administration of
the system, as well as leveraging the benefits associated with PLDS licensing.
The integrated WebLM server, located on the primary server, provides easy access to the WebLM
administrative interface from Web Manager and avoids the need to provision another server to support
WebLM. The WebLM interface requires separate credentials.
If appropriate, the Server Edition and Select can also support centralized licensing from an external WebLM
server, if located in a trusted network. It is not recommended to place a remote WebLM server on the
Internet. Care needs to be exercised as to what other applications can be supported on a single WebLM
server. Always refer to the individual application or solution to determine WebLM server requirements.
The Server Edition and Select will default to WebLM licensing in the initial configuration. There is another
option available to use “SCN” type local licensing used on earlier releases which is primarily required for
upgrade scenarios. Licensing configuration type and parameters can be administered in both Manager and
Web Manager Applications.
Licenses need to be generated in PLDS using the Server Host ID which is visible under “server properties”
of the Web Manager interface. The WebLM server is used to track and manage license allocation, providing
flexibility to determine which node will consume the licenses. The WebLM license view will display
licenses available and which licenses have been acquired by which node of the solution. The IP Office
configuration has to specify which licenses are required and the quantity of each.
Note: In IP Office R10.0, WebLM licensing is only supported on Sever Edition / Select and on IP Office
Branch using the SMGR WebLM server. Using a WebLM server to manage licenses for Essential Edition
and Preferred Edition, non-Branch, IP500 V2 systems, is not supported.
Refer to the IP Office R10.0 product documentation located at http://www.avaya.com/support for additional
details on implementing centralized licensing solutions with WebLM.
5.1.4. Lower Footprint
With every new release of IP Office extensive capacity testing is conducted to help optimize performance.
With IP Office R10.0, the memory footprint has been lowered for Cloud and Virtualized Server Edition
deployments.
The amount of RAM has been reduced as follows:
# Users IP Office R9.1
Minimum RAM (GB)
IP Office R10.0
Minimum RAM (GB)
20 4.5 2*
50 5 3*
100 5 4*
* Subject to final confirmation upon the completion of R10.0 testing
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5.1.5. T.38 Fax on Server Edition
T.38 Fax protocol is now supported with Server Edition/Select IPOL platforms. Prior to IP Office R10.0,
IP500 V2 control unit was required as a gateway to support T.38. With IP Office R10.0, the limitation is
addressed for T.38 fax between ATA devices and the SIP trunks.
T.38 Fax can be sent/received between SIP trunks and ATAs connected to primary
T.38 Fax can be sent/received between SIP trunks or ATAs connected to primary and analog faxes
connected to IP500 V2 as a gateway over SCN
Devices that support T.38 fallback (both T.38 and G.711) can directly negotiate when connected to
primary
T.38 Fallback is a fax option that indicates that the provider on the other end can do both G.711 and
T.38, depending on the particular device on provider side involved in the call. This fax option is
handled differently on IP500 V2 (can terminate fax T.38) and IPOL (cannot terminate fax T.38)
On IP500 V2, incoming calls involving trunks and phones configured to do T.38 fallback, direct
media will be disabled, and T.38 will be negotiated as in previous releases, hop by hop, in order to
increase chance of successful fax.
Server Edition/Select IPOL: SIP trunks and SIP extensions/phones have the same configuration options as SIP trunks and SIP
extensions/phones on IP500 V2: fax Transport Support options None, T.38, G.711 and T.38 Fallback. Fax
T.38 page will not be available.
- For IP Office Lines, similar fax Transport Option combo is available, with options None, G.711, T.38 and
T.38 Fallback. Fax T.38 page will not be available.
IP500 V2: - The same fax options are available for SIP trunks and terminals.
- For IP Office Lines, fax Transport Option combo is available, with options None, Fax Relay, G.711, T.38
and T.38 Fallback. Fax T.38 page will be available.
Note: For IP Office lines, fax relay is not supported on Server Edition/Select IPOL. On IP500 V2, fax
relay option corresponds to previous fax transport support configuration.
On IPOL, the additional page with Fax T.38 options is not available since that platform cannot support T.38
SSA - IPOL will report Fax calls in the same way as IP500 V2.
SysMon will be capable of showing the new media stream type in case of T.38 relay. RTP Sessions window
can be used for that purpose (session should be shown as UDPTL, because this is not really RTP).
Devices that support T.38 fallback (both T.38 and G.711) can directly negotiate when connected to primary
server; on call by call basis.
5.1.6. Server Edition Performance Enhancement
IP Office R10.0 provides many performance enhancements for Sever Edition.
Increased Music On Hold (MOH) sources from 4 to 32 in Server Edition: 32 sources will allow users
to stream MOH to expansion systems; allows for greater flexibility and playing up to 32 sources
simultaneously on IPOL servers.
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Capability has been added to Server Edition to allow Avaya services to check the host configuration
issues.
Improved packet capture logging on Server Edition and Applications server: This feature will create
script that starts/stops tcpdump; creates a sections in webcontrol settings interface that starts/stops
tcpdump with parameters; Adds the capture to an archive that can be retrieved from webcontrol
Enable Authentication Module (AM): Added to the list of services that are started by default after
fresh install. The Authentication Module is used to support LDAP / AD centralized authentication.
SELinux Configuration optimization: improves selinux relabeling and configuration after each
upgrade; relabeling after the upgrade is no longer needed
System ID enhancement: improves fingerprint computation based on permanent MAC address; an
.XML file will be used to store the fingerprint. During 30 day grace period, the fingerprint may be
changed multiple times without invalidating licenses. SystemID .XML file is generated at startup
IP Office RAM footprint is reduced: the footprint will automatically adjust based on current
configuration requirement. The footprint will be higher on high end systems and lower on systems
with low end configuration, e.g., expansions
vSphere HA Monitoring watchdog: Watchdog application sends heartbeat messages to vSpheve HA
using VMware specific binaries. If heartbeat messages are not receive in a preset time, then vSphere
HA will restart the virtual machine.
SELinux indexing on build stage: Improves boot time for OVA, eliminates the need of reboot after
SELinux indexing
Disable SSLv3 from rsyslog server connections on TLS port: addresses POODLE attacks on TLS
ports
The WebLM server upgraded to server version 7.0
Automatically backup the RootCA certificate: stored in the encrypted vault when the overall back
procedure is done. RootCA is automatically added to the IPOffice TCS when RootCA is generated.
DELL R620 Jade Capacity increases: more users accommodated, QoS and talker report data is sent
from Jade to IPOffice via unix sockets; calculation of the loudest talker in any call (including
conferences) is not performed when the number of parties is less or equal to the number of
configured loudest talkers. QoS packets have variable sized depending on the data sent.
5.1.7. Cloud Portal API, SDKs and Example Applications
IP Office R10.0 provides an SDK to enable partners to integrate IP Office into their cloud ordering work
flow. This Cloud IP Office R10.0 Web Services Developer API Reference Guide and associated example
application will be available through Avaya DevConnect.
www.avaya.com/devconnect
For details on this please refer to the PoweredBy Avaya IP Office and OnAvaya Offer Definitions in the links
below.
https://sales.avaya.com/en/onavaya
https://sales.avaya.com/en/powered-by-avaya-ip-office
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5.1.8. Google Storage for IP Office Cloud and Backup/Restore in Cloud
Google Storage for IP Office Cloud
Google Cloud Storage allows world-wide storage and retrieval of data. Google provides a browser interface
for managing Google Storage, including creating buckets, folders, and uploading and deleting files. More
information on Google Storage is available on the Google Cloud Platform website.
Upgrading IP Office requires a transfer of new version of IP Office image to IP Office virtual machine.
These images are large in size and can take long time to transfer. Upgrade of multiple virtual machines in the
Cloud is more efficient if a single IP Office image is uploaded to Google Storage and then shared between
them.
IP Office R10.0 has the added capability to communicate with Google Storage so that this type of IP Office
image distribution can be utilized. A single IP Office image can be uploaded to Google Storage and then
individual IP Office virtual machines can be configured to retrieve this image from Google Storage to
perform IP Office upgrade.
For details on this please see the PoweredBy Avaya IP Office and OnAvaya Offer Definitions.
Backup/Restore in Cloud
IP Office R10.0 provides enhancements in the backup/restore area for cloud. For additional details, please
refer to the PoweredBy Avaya IP Office and OnAvaya Offer Definitions in the links below.
https://sales.avaya.com/en/onavaya
https://sales.avaya.com/en/powered-by-avaya-ip-office
5.1.9. Capacity Enhancement
The following matrix summarizes the capacity changes in IP Office R10.0 which are highlighted in bold
font.
Capacities R9.0/R9.1
Server Edition
R9.1
Select
R9.1.2 FP
Select
R10.0
Server
Edition
R10.0
Select
Solution Users 2000 2500 3000 2000 3000
Users on single server 1500 2500 3000 2000 3000
Nodes 32 150 150 32 150
UC users 750 2500 3000 750 3000
VM Ports 150 250 250 150 250
Solution VM Ports 150 500 500 150 500
Recording Channels 150 500 500 150 500
Paging Group Size 128 256 256 256 256
Hunt Groups 300 500 500 300 600
Conference Channels 256 512 512 256 512
Soft Console 32 50 50 32 75
Music-on-Hold (MOH) 4 4 4 32 32
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Capacities R9.0/R9.1
Server Edition
R9.1
Select
R9.1.2 FP
Select
R10.0
Server
Edition
R10.0
Select
Button-Module buttons
per system 4096 4096 4096 4096 8192
Complete Sever
Failover Time
(minutes)
20 25 30 20 20
VMware HA Host
Failover Time,
Primary Server
(minutes)
N/A 18 30 N/A 20
VMware HA Host
Failover Time, 1X
Stand-alone (minutes)
N/A 18 30 N/A 20
Centralized (external)
Directory Capacity 7500 7500 7500 10000 10000
Personal directory
capacity, Linux 100 per user 100 per
user
100 per
user
250 per
user
250
per
user
Personal directory
capacity, IP500 V2 100 per user 100 per
user
100 per
user
250 per
user
250
per
user
5.1.10. Call Handling Enhancement
A feature popular with BCM customers, as an example “On Another Call”, is now offered on IP Office
R10.0.
Line In Use: If User A attempts to grab an analog line appearance (programmed button) that is
either already in use by another Extn or is a party in a Conference. If intrusion is not allowed User
A will receive a transient (3 second) “In Use: xxx” display message where xxx is name of Extn/Conf
using the line. Phones with dynamic button label displays see who is using a line, not just that it is
in use In Use: xxxx (xxxx is using this line, you cannot)
Do Not Disturb (busy feedback): User A attempts to call another User B who is set to Do Not
Disturb and does not have VM active. User A will receive a “Do Not Disturb” indication on display
in addition to the usual busy tone. Depending on phone model, the Do Not Disturb may be in place
of the usual NUMBER BUSY feedback
On Another Call (ringing feedback): User A calls another User B who is already on a call but has
avail call appearance(s) to receive additional call(s). User A will receive an “On Another Call”
indication on display during the ringing state.
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5.1.11. Resiliency for SIP Endpoints
Support for SIP endpoint resiliency is now supported for the following endpoints:
E129
H175
B179
11xx/12x Endpoints
Avaya Communicator and one-X®
Mobile Preferred (Depends on one-X®
portal resiliency and Select
Edition offer)
In this example, if the IP500 V2 fails, the SIP phone will register with the Sever Edition. The phone is never
registered with both servers simultaneously. When the Server Edition determines that the IP500 V2
recovers, the phone will failback.
Failover and failback leverage the same mechanism that was introduced for H.323 failback in R9.1,
including automatic failback from the back-up server. Default behavior is automatic recovery to the
preferred server. There is a configuration option that allows the administrator to prevent this automatic
recovery and use the manual recovery instead. Failover time is generally no longer than 3 minutes as this
occurs when the phones refresh their registration.
5.1.12. Reduction in Configuration Changes and System Reboot
Release over Release we continue to decrease the number of IP Office configuration changes that require a
reboot.
R10 configuration changes for the following will not require reboot:
Configuration options under DHCP Pool settings tab
Line Configuration – Analog, BRI and PRI trunks
Configuration of System Directory Fields
System Voicemail DTMF Breakout numbers (Vm Reception numbers)
5.1.13. Proactive Voice Monitoring
Monitoring and observing VoIP Quality is important, particularly in deployments across a WAN/Internet,
such as with Branch, Midmarket, Cloud and other multi-site scenarios.
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IP Office R9.1 introduced the ability to configure H.323 phones to send RTCP messages, in non-direct media
scenarios, to a 3rd
party central application collector, instead of sending them to the IP Office as the collector.
IP Office R10.0 expands this functionality to now include sending RTCP reports to an external collector for
media sessions that are anchored on the IP Office.
Linux platforms will send RTCP reports to the collector for all media sessions that it either relays or
terminates (such as in cases of transcoding or conferencing).
The IP500 V2 platform will send RTCP reports to the collector only for media sessions processed by
its VCM, but not for RTP-relayed media sessions.
IP Office will send RTCP reports to the collector regardless of the type of endpoint or trunk at the far
end of the media session. This will include media sessions coming from H.323 phones that also send
matching RTCP reports for the reverse stream, as well as media sessions from other entities for
which the collector will not get a matching report from the other end.
3rd
party applications will be able to utilize this new IP Office functionality to provide rich quality of service
monitoring.
To find out more about 3rd
party applications such as Integrated Research and their Prognosis solution, a
DevConnect Select Partner Product, visit the Avaya DevConnect sites below.
www.avaya.com/devconnect
https://www.devconnectmarketplace.com/
5.1.14. Direct Media
IP Office R10.0 supports direct media between endpoints behind a far end NAT device. This will allow
multiple devices on the same IP subnet behind a NAT to be able to have direct media. The benefits of this are
better audio quality and network efficiency. Direct media in this mode is available regardless of DTMF
transport type and configurable in IP Office Manager and Web Manager. While developed with Cloud
Deployments in mind, this feature is applicable to on premises IPO deployment as well.
5.1.15. H.323 Signaling Security
Avaya 96x1 H.323 phones have been enhanced with additional security in IP Office R10.0. Support for the
Transport Layer Security (TLS) protocol has been added to provide privacy and data integrity between two
communicating endpoints. Prior to IP Office R10.0, TLS security was extended to the SM Line, SIP trunks,
and SIP endpoints in IP Office Branch deployments linked to Avaya Aura systems. H.323 Remote Access
Server (RAS) and Call Signaling (CS) Messages were also not encrypted. Starting with IP Office R10.0, TLS
support is extended further to H.323 endpoints like the 96x1 phones. This provides a higher level of security
which is very important in Cloud (public network) deployments.
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As mentioned above, in order for the endpoints to connect via TLS to the IP Office, the certificate of the root
CA which signed the IP Office identity certificate has to be installed on the endpoint. An automatic
mechanism is in place to distribute the certificates however this does require a firmware update on the
endpoints.
Note: The only currently supported H.323 phone is the Avaya 96x1 for this feature.
5.1.16. Communicator for Web and Windows
Avaya Communicator for Web
Avaya Communicator for Web provides the ability to communicate with others without having to leave the
current application. Easily access Avaya collaboration tools like voice, video, presence and instant
messaging (IM) —from any cloud-based business application or Web page. The solution communication-
enables the CRM, email, social and other cloud business applications you use to get work done. With IP
Office R10.0 Avaya Communicator for Web has been enhanced as specified below:
Voicemail to Gmail Authentication - Integrate Voicemail Pro with Gmail to provide UMS
features. Allows for seamless voicemail messaging without leaving Gmail.
Avaya Communicator for Web Single-Sign On has been added which will enable a user to sign
on to his Google +, Salesforce, Office 365 and Avaya IP Office user credentials using a single set
of credentials.
Avaya Communicator for Web was introduced with IP Office R9.1.2. In order to enable this feature, a
dedicated Avaya Communicator for Web User license purchase was required and one of the following user
licenses: Mobile Worker, Office Worker, Teleworker, or Power User, was required as well. Starting in IP
Office R10.0, Avaya Communicator for Web only requires an Office Worker or Power User license which
streamlines the process to enable the feature. A separate Avaya Communicator for Web User license is no
longer required. To enable Avaya Communicator for Web, users can access the client via the Chrome Web
Store or have it provisioned via their system administrator. For details, please refer to the Avaya
Communicator for Web Offer Definition document which is downloadable in the link below.
https://sales.avaya.com/en/general/avaya-communicator-for-web
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Avaya Communicator for Windows
Avaya Communicator for Windows is a collaboration software client that delivers an innovative interface for
real time communications for Windows. It enables users to handle phone calls, instant messages,
conferencing, web collaboration, presence, enterprise contacts and e-mail, all from a single interface. With IP
Office R10.0 Avaya Communicator for Windows has been enhanced as specified below:
Updated to be based on Avaya Communicator version 2.1.
Resilience Supported added and detailed in section 5.1.11.
Support for USB Audio device controls from Plantronics and Jabra.
Support for auto launch on Windows Login based on new setting.
Automatic Away/Unavailable presence after time setting.
5.1.17. H175 Video Collaboration Station
The Avaya H175 Video Collaboration Station provides a feature rich, video enabled high-end desk phone.
It’s the first video enabled desk phone integrated with IP Office Platform. Initial support for the H175 Video
Collaboration Station is introduced in IP Office R10.0. It adds support for additional features with the IP
Office. The H175 is supported in both standalone and fail-over scenarios.
The features of the H175 are as follows:
Video desk phone. (support Centralized Branch deployment model)
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SIP signaling over TCP or TLS, voice over RTP or SRTP.
Personal Contact fetch from one-X®
Portal.
Support for Meet-me and Adhoc conferencing with conference control.
Upgrade file and settings automatically provided from IP Office.
Firmware upgrades via IP Office.
Support SIP resiliency.
Calling handling & Emergency Calling.
Support Remote Worker for IP Office and SBCE.
5.1.18. IP DECT R4, Edition 5
The new 3745 DECT handset replacing the 3740 is supported in IP Office R10.0. Featuring a color display,
Bluetooth wireless handset support and push to talk capability, the 3745 is compatible with existing
accessories.
Users will also benefit from the ability to see the status of call forwarding with this new release.
Improving on the IP DECT resiliency introduced in IP Office R9.1 (see illustration below), the H.323 trunk
status is now monitored exclusively by the Base station as it communicates with the IP Office in R10.0. This
capability enhances the accuracy of the trunk state status and speeds up the time it takes to determine and
react to changes in trunk status.
Note: The IP DECT 3745 will be supported with the R9.1.8 Service pack
More applications are supported through the Open Access Protocol (OAP) and the Avaya In-Building
Wireless Service (AIWS) including interactive messaging and handset poll location.
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5.1.19. Web Collaboration Enhancement
The IP Office Web Collaboration Application has been updated in IP Office R10.0 to include a new look and
feel as well as additional features, including:
Updated lighter User Interface (based on Avaya Aura Conferencing (AAC 8.0).
Remote Desktop Control available when using Desktop Sharing.
Audio available for conference owners licensed for Web Collaboration using WebRTC.
Private Messaging within the collaboration browser.
Better support diagnostics with Collaboration Agent having ability to compose an email with debug
logs. This email can be sent to the IP Office support team.
Configured dial-in PSTN numbers are now displayed as individual lines rather than as a block of text.
Configurable vanity name for the URL of Web Collaboration.
Packaged Web Collaboration Agent as an application for Windows to allow working in enhanced
security being added to Web Browsers.
CallFlow enabled in VoiceMail Pro, allowing administrator to incorporate/edit into VM callflows
more efficiently
Web Collaboration now supports TLSv1.2.
Support for major browsers: Internet Explorer 10 and 11, Microsoft Edge, Firefox, Chrome, Safari 8
and 9 (Mac).
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As with Web Collaboration in IP Office R9.1 the following are requirements:
IP Office Web Collaboration runs co-resident with IP Office Application server and requires no
additional servers. (Not supported on UC Module).
Requires one-X®
Portal and Voicemail Pro be installed.
Supported on Server Edition or IP500 V2 with an Application Server.
Web Collaboration License & Power User for additional integrations.
Properly configured network and certificates.
For those familiar with Avaya Aura Conferencing 8.0 the IP Office Web Collaboration has some differences
listed below:
Document sharing library only supports PDF, JPEG, and PNG formats.
No support for Video.
No Web Collaboration session recording.
Audio Plugin leverages WebRTC and not plug-in.
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5.1.20. UC Clients Enhancements
UC Clients have been enhanced in IP Office R10.0 as specified below:
one-X®
Portal: provides the user with a full web based UC experience. Through Gadgets, the user can
control calls, manage conferences, access directory, import/export contacts, instant message and
presence, and manage call preferences.
With IP Office R10.0 Avaya one-X®
Portal for IP Office has been enhanced as specified below:
o Resilience support added and detailed in section 5.1.1.
o Conference scheduler enhanced for greater flexibility in three areas:
Ability to disable dial out.
The Administrator can now delete scheduled conferences.
Users can now extend scheduled conferences.
o Administration has been simplified with a new dashboard with quicker access to
configuration.
Mobility - one-X®
Mobile Preferred for IP Office (iOS/Android) – is a full featured mobile client
which allows user to leverage the IP Office on their mobile phone.
With IP Office R10.0 Avaya one-X®
Mobile Preferred for IP Office has been enhanced as specified
below:
o Resilience Support added and detailed in section 5.1.11.
o Multi-party/Group chat added with each user having ability to have 5 chat groups.
o Ad-hoc conference support.
o Port consolidation – reduction of necessary ports to be opened in network.
o iOS client was updated to get feature parity with Android client in:
Ringtone – allow ringtone to be changed on incoming calls.
Support for Google Analytics to be used by Avaya.
o iOS 9.0/9.1/9.2 support.
o iOS Interactive Notifications.
Avaya IP Office Plug-in for Microsoft® Outlook
® - Allows users to access the features of IP Office
from inside Microsoft® Outlook
®.
With IP Office R10.0 Avaya IP Office Plug-in for Microsoft® Outlook
® has been enhanced as
specified below:
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o Resilience support – When the Primary one-X®
Portal is down, the plugin automatically
connects to Secondary.
o Automatic configuration of server connection details when installing from one-X®
Portal.
o Play Voicemails over computer speakers.
Avaya Communicator for Microsoft Lync is intended for a network environment where the Microsoft
Lync Server is deployed. Avaya Communicator for Microsoft Lync is a client side add-in to the
Microsoft Lync 2010 and 2013 clients.
With IP Office R10.0 Avaya Communicator for Microsoft Lync expands support to include Microsoft
Skype for Business.
SoftConsole - provides receptionists and operators with call information and call actions to simplify
call handling and instant messaging. With SoftConsole, users see the status of other users and can
adjust basic telephony settings of other users, such as forwarding numbers.
With IP Office R10.0 Avaya SoftConsole has been enhanced as specified below:
o Presence support – support for presence added to directory where you can IM users.
o New Updated User Experience
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5.1.21. Open APIs/SDKs
With IP Office R10.0 new Application Programming Interfaces (APIs) and Software Development Kits
(SDKs) are being provided for the following:
WebRTC (IP Office WebRTC SDK) – Provides a JavaScript SDK to allow a third party developer
access to WebRTC through IP Office. This can be used to develop or integrate web portals for
consuming the telephony features provided by IP Office. Two types of APIs are available:
o Non Telephony APIs – isWebRTCSupported, getSdkVersion, setConfiguration, logIn,
enableLogging, setDomElements, logIn, logOut, isloggedIn.
o Telephony APIs – makeCall, answerCall, rejectCall, dropCall, cancelCall, doHold,
doUnHold, doMute, doUnMute, sendDTMF.
Location API (IP Office API) – In order to provide better emergency services capabilities a new
location API is being provided in IP Office R10.0. The API will allow an external third party
application to set the location for each extension on IP Office over a WebSocket. This will allow for
better handling of dynamic location endpoints, like WiFi Cordless phones, when calling emergency
services.
Devlink3 (IP Office Devlink3 API) – Providing new features and security changes, a new Devlink
API SDK is being introduced in with R10.0. DevLink3 is the future for Event stream data and will be
enhanced with any new developments. Avaya will be working with our DevConnect partners
currently using the Devlink DLL to facilitate adoption of the new Devlink3 API by those partners that
wish to update their applications. To ensure a smooth transition to Devlink3, the previous version of
the Devlink DLL will also be supported in R10.0. This will provide both DevConnect partners and
their end customer sufficient time to transition to the new API, as appropriate.
For more details on either new API/SDK please visit the Avaya DevConnect site below.
www.avaya.com/devconnect
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5.1.22. Emergency Location Services (NG911/NG112)
Emergency call notifications will be sent to an active API (as mentioned in section 5.1.21) with alarm data
plus group user ID of the extension making the call. A new API ‘Websocket’ is available to DevConnect
partners to develop location discovery solutions providing the ability to:
Set the location of extensions from, for example, the Access Point or Ethernet switch port the
extension is using.
New tab for Service Rights/Rights group to enable/disable API security changes.
NG911/NG112 – provide location of calling extension in Presence Information Data Format Location (PIDF-
Lo) header of SIP call
Note: Mobile VoIP calls should continue to use cellular capabilities rather than VoIP call, same as current
recommendation
5.1.23. Streamline Installation and Upgrades
The complexity in product installation and setup has been reduced by merging Ignition and ICU and adding
the Secondary automatically to Primary when Secondary is ignited.
Other improvements include:
SSA upgrade status progress and overall upgrade process.
Simplifying Client installs by having the ability to auto-detect and provision IP Address of IP Office
and its port.
Improving VMPro installation experience by reducing number of prompts, reducing install time on
SE, and packaging default templates.
5.1.24. UCM V2 Ease of Installation and Management
Improvements to the user experience related to installing, configuring, updating and managing the Unified
Communication Module (UCM) are now available in IP Office R10.0. Refer to the UCM installation manual
and documentation for additional information. The release will address the most common reasons for
escalations and installation errors, including:
Elimination of manual upgrade steps
o This feature reduces manual steps by automatically stopping one-X®
Portal, VMPro and
Webservices during the upgrade, reducing the time of a full system upgrade. These services
will restart after the upgrade is finished and the system is rebooted.
Improved installation/upgrade progress indication
o This feature provides a 5% completion indication after 3.5 minutes. This improvement
reassures the user that the upgrade/install is progressing correctly. Prior to this, the
indication did not show progress until 10% complete, which could cause the operator to view
the install as stalled.
USB creation tool allows the selection of required locales, thus reducing installation time
o For fresh installation or upgrade of VoiceMail Pro, the locales may be selected. By
streamlining the selection process, rather than downloading all locales, the installation time
is reduced.
USB install and upgrade remote control and monitoring with SSA
o Enables a business partner to prepare a USB device for the installation or upgrade of a UCM
card, ship the device to the customer and then control the upgrade/install remotely. The
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facility to initiate an alternate (USB) boot from SSA will be provided. The customer will
simply insert the USB device into the running UCM, while the business partner will control
and monitor the upgrade process remotely using SSA. The install/upgrade process may be
monitored; boot from the USB port initiated, or UCM shut down. Confirmation that the
process is completed and the card rebooted to the new release may be received.
Provide installation and upgrade status indications in SSA and SysMon
o When a UCM is installed or upgraded, a progress indication bar is shown in SSA.
o In addition, this feature will send progress indication traces to SysMon, whenever an update
is received from the UCM card.
Alarm for mismatched IP Office and UCM firmware
o IP Office will raise an alarm in SSA when a valid installed UCM is running a firmware
version that is not aligned with the current IP Office system firmware. Misalignment is
defined as different major release numbers or same major release but different minor release
number. Service pack/Feature pack will not trigger the alarm.
Ensure sufficient SSD space available for upgrades
o The Web Manager upgrade needs about 8GB free on the SSD space. After the upgrade, the
rpm repository and cache are not deleted. This feature will let the user decide if the old
repository should be removed before continuing with the upgrade.
5.1.25. Other Serviceability Improvements
IP Office R10.0 includes a number of enhancements designed to improve troubleshooting and servicing of
the product. These new features are summarized below.
Display voltage, impedance and echo reduction statistics in SSA
A new tab “Line Test Summary” is added to the analog trunk view in SSA for trunks on an ATMv2. It will
display voltage, impedance, echo return loss (ERL), ERL value (after applying echo reduction) and ERL
value (after applying echo canceller) from the latest line test results.
SSA status icons for SSL/VPN remote connectivity
In order to improve reporting of the SSL/VPN service status, an icon is added that will assist the user in
identifying connectivity issues without the need to inspect and interpret other field values. A new column
will be inserted next to the SSL/VPN table to indicate the connectivity states of each item.
Green: The tunnel is connected and there has been no message loss.
Amber: The tunnel is connected but heartbeat or keep alive messages have been lost.
Red: The tunnel is disconnected.
Gray: The tunnel is administratively in fallback state.
The application will select the appropriate icon to display based upon a combination of Service Status, IP
Address, Missed Heartbeat and Missed Keep alive field values. The icon will be updated automatically if
and when any of these field values change in such a way as to require a new color to be displayed.
Snapshot and log files viewed offline will also display the icons.
Line display for troubleshooting
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To aid in troubleshooting, Line ID is provided for an external call with problems in order to facilitate easier
access to the relevant logs. This will help to determine which trunk line is actually being used. The Log
Stamp function now includes specific line information for the connected call in Alarm Log and System
Monitor. It appears just after the extension number and is applicable to any call made over a trunk line
(analog, digital or IP).
Manager offline config file recognized as a cfi file
When opening an offline configuration file, the Config open dialog will now include a “cfi” file option, while
the default remains “cfg”. This change is applicable to Server Edition and Select.
Add new validateIPO scripts
This capability is applicable to Linux system and provides new validateIPO scripts that can obtain the value
of elements in the IP Office configuration. In previous releases, validate scripts were only available on the
Linux file system. This adds new validating options on Linux components so that validateIPO scripts can be
performed on an installed system. These validate scripts are available on many Avaya products and are now
available on IP Office.
Improve packet capture logging on Server Edition/Select and Application server
A tcpdump action can now be started / stopped from the webcontrol interface to improve the logging of
packet captures. The captured information can be saved by clicking on the “Create Archive” button, making
the information easy to retrieve for troubleshooting purposes.
5.1.26. SIP Trunk Enhancements
Service Providers continue to broaden their SIP trunk offerings and customers are increasingly adopting SIP
trunks. IP Office R10.0 continues to respond to these market trends, with several new SIP trunk capabilities.
The Avaya DevConnect Program provides compliance testing of SIP trunks, from Service Providers around
the globe, against IP Office and other Avaya solutions. DevConnect is available to validate the operation of
the IP Office R10.0 solution, with Service Provider SIP trunk offerings.
For more information about Avaya’s DevConnect program and compliance testing, please refer to the links
below.
www.avaya.com/devconnect
http://www.devconnectprogram.com/site/global/compliance_testing/index.gsp
The R10.0 SIP trunk enhancement list is focused on providing many new capabilities that address a wider set
of implementation scenarios as well as continuing to simply configuration.
New SIP Trunk Capabilities
Indicate Call on Hold
IP Office will now indicate Hold by sending in-dialog INVITE with a=sendonly in the SDP message.
This can be configured by trunk using a new configuration item “Indicate Hold” on the SIP Trunk / SIP
Advanced Tab.
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Behavior When Held
IP Office will now support the ability to maintain the incoming media stream path, containing the Service
Provider’s music on hold and outgoing RTCP. This behavior can be configured per SIP trunk using a
new configuration item “Local Hold Music” on the SIP Trunk / VoIP tab.
P-Preferred Identity
Developed to address requests to provide Calling Party Identity in the P-Preferred Identity (PPI) field,
R10.0 expands the fields in which identity information can be supplied. Identify information can be
supplied for normal calls and/or forwarded and twinned calls. For flexibility, it provides the capability to
configure this behavior on a per SIP URI basis.
Diversion Header
Supports the ability to handle, unscreened Automatic Number Identification (ANI), in the network. One
can now configure the system for Diversion Header INVITE behavior on a per SIP URI basis.
Diversion Counter
Supports the diversion-counter parameter in accordance with RFC 5806 when Diversion Header is added.
If selected, IP Office will include parameter diversion-counter=n in the outgoing INVITE where n=1
unless:
In the case of trunk to trunk calls where the incoming call contains Diversion header: IP Office will pass
the original diversion header and the associated counter.
In case IP Office performs a diversion as well (e.g. forwarding, twinning): IP Office will add its own
Diversion header with n = the received diversion counter + 1.
This functionality can be disabled via SLIC configuration, should it not be desired.
Local Domain Name
IP Office R10.0 will permit an administrator to configure on a per Trunk basis, a Domain or IP Address,
as required by the Service Provider. If both the Domain Name and Local Domain name are configured,
then local Domain Name will take precedence. The Local Domain Name will not be used in the Remote
Party ID header.
Simplifying SIP Trunk Configuration
IP Office Manager SIP Trunk configuration has been simplified to reduce the number of interdependencies
between items on multiple tabs and to provide feature flexibility without compromising administrative
clarity.
This simplification is also carried forward to Web Manager, which in IP Office R10.0 supports the
configuration of SIP trunks. Refer to the Management Simplification section 5.1.27 for a summary of all the
Web Manager enhancements in this release.
A summary of other changes not captured in the individual new SIP Trunk Capabilities above:
Forwarding and Twinning fields are moved from the SIP Line tab to the SIP URI definition.
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The SIP URI summary table will automatically use all of the available width of the tab window and
will resize automatically.
The SIP URI summary table will contain abbreviations of all settings (rather than being blank) which
will provide easy viewing of all existing settings.
Wildcard ‘*’ is redefined as ‘Auto’ which more accurately describes the systems behaviour for
items.
When creating a new URI, the default setting for 'Local URI, Contact and Display Name, will be
Auto rather than the by-default invalid ‘Use Credentials User Name’.
5.1.27. Management Simplification
In R9.1 release, Web Manager was expanded to be very effective in managing Standard Editions (Essential,
Preferred), Server Edition and IP Office Select.
With IP Office R10.0, the evolution of Web Manager continues, with a significant increase in functionality
that positions Web Manager to be the management tool of choice for the majority of tasks traditionally
accomplished with IP Office Manager. Web Manager also delivers incremental values and simplification
made possible by the flexibility of a web based management interface.
The view below highlights the scope of the Web Manager functionality now available with IP Office R10.0:
New to this release of Web Manager:
Web Management productivity and usability enhancements
o Efficient handling of reboot required parameters – new “offline mode”
o Bulk edit of users
o Bulk delete of selected objects
o Enhancements in End User Self Administration
o More flexibly filter options
Enhanced management of larger Midmarket solutions up to 150 nodes and 3.000 users
Additional supported configuration objects
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Initial configuration utility
Google Analytics integration
Expanded LDAP user synchronization and new user authentication now available with both Server
Edition and Select.
The following section provides additional details for each of the new Web Manager features in IP Office
R10.0
Web Management productivity and usability enhancements
Efficient handling of reboot required parameters – new “offline mode”
o In earlier releases of Web Manager, if a configuration change was made to a parameter that
required a re-boot, IP Office would initiate a reboot upon saving the change.
o In IP Office R10.0, Web Manager can be used in an “offline” mode which allows the
administrator to make all the changes required during the session and then save all the
changes at one time. The offline mode is selected upon initial login to Web Manager. The
administrator can also switch to offline mode from a drop down menu in Web Manager,
where preferences and logout are other options.
o If during this session ending save operation, a reboot is required, it will be initiated
accordingly. Web Manager will first prompt the user to confirm whether to proceed with the
reboot or merge, similar to IP Office Manager.
o The save operation of an offline session will merge all changes from a temporary copy of the
configuration to a live copy of the configuration and triggers the reboot, or schedules the
reboot, if the reboot option is selected.
o One off line session is allowed per one user name with a maximum of two off line sessions
supported on the system at any one time.
Bulk edit of users.
o In larger installations, it is crucial to be able to make bulk edits of user information. The bulk
edit feature provides the ability to edit multiple user records with one action. Up to 100
users can be selected at one time for editing. The users to be edited can also exist on multiple
nodes of a Server Edition/Select solution.
o Some examples of bulk editing of user attributes include: configuring buttons common to
multiple users; resetting the password and pin to a default value; changing the profile or
enablement of applications; adding a number to the DND exception list; and, enabling Web
Manager Self Administration and access rights.
o The screen capture below shows that five users have been selected and the “Edit Multiple”
button would then be clicked to start the selection of attributes to be edited.
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o The available screens for bulk edits include (also shown in the screen capture below):
User
Voice Mail
Button Programming
Telephony
Forwarding
Mobility
Voice Recording
Do Not Disturb
Web Self-Administration
Bulk delete of selected objects
o Administrators will now be able to delete multiple objects of the same type in a single step.
Objects to be deleted can also be on multiple nodes of a Server Edition/Select solution.
o The objects that can be deleted in bulk include:
Extension
User
Hunt Group
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Short Code
IP Route
Account Codes
Time Profile
Location
Authorization Code
Incoming Call Route
o The screenshot below shows multiple users selected prior to pressing the “Delete” button for
a bulk delete.
Enhancements in End User Self Administration
o The ability to download software applications from Web Manager can now be restricted in
the IP Office R10.0 version of Web Manager. There is a control in Web Manager Self
Administration tab of IP Office Manager and Web Manager to Allow /Restrict Access to this
download capability.
o For an IP500 V2 standard Edition installation, the download section will only be available
when the download functionality is enabled in the administrative interface and IP500 V2 is
connected to one-X®
portal.
o Other changes in the End User Self Administration include: the addition of “Follow Me
Number” to the Forwarding group; display the device type of the logged in user on the
Profile page; and, providing the import/export of the personal directory in csv format.
More flexibly filter options
o Configuring the filtering option is enhanced in IP Office R10.0. Administrators can now
select the criteria within the “Configure Filter” option and the list view will change
accordingly.
Enhanced management of Midmarket solutions
Web Manager can now be used to more easily configure a Server Edition or Select solution.
In the Solution view under configure, a number of new options are now available.
Add Systems: When selecting “Add System to Solution” the user can then add a node, either by
discovering the system or by manually updating the IP address. To discover a system, discover
preferences must be entered into the Web Manager so that it can search for available systems within
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a range of IP addresses. When a system is added using discovery a number of checks are performed
to ensure solution compatibility.
Remove Systems: One can also remove a system from the solution by simply selecting the system
and clicking “remove”.
Resiliency administration can be performed.
An option exists to quickly and easily set all nodes to “Select” mode. This converts the systems to
Select mode and re-boots only those nodes being converted.
To facilitate upgrades, the Web Manager will now display the appropriate release notes and useful links.
Additional configuration objects
In IP Office R10.0 the Web Manager includes the full suite of configuration parameters, including the
following new parameters:
System
Lines/Trunks
o Analog- Modify(Available for IP500 V2 only)
o BRI-Modify(Available for IP500 V2 only)
o PRI with Sub types -Modify(Available for IP500 V2 only)
o SIP- Add/Modify/Delete
o H.323- Add/Modify/Delete
o IP Office Line- Add/Modify/Delete
o SM Line- Add/Modify/Delete
o IP DECT Line- Add/Modify/Delete
o SIP DECT Line- Add/Modify/Delete
License
Account codes (also available as a solution level object)
Authorization codes
User rights - (also available as a solution level object)
Services
WAN Port (IP500 V2 only)
RAS (IP500 V2 only)
IP Route
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View of Web Manager System Object configuration screen
Initial configuration utility
Web Manager supports the initial configuration manager (ICU) in IP Office R10.0, previously only available
in IP Office Manager. Applicable for the Server Edition, Select, Essential Edition, Preferred Edition, Unified
Communications Modula (UCM) and the application servers, the ICU will be available for new installations
and can be re-run on previously configured systems.
The configuration of the initial parameters is captured on a single Web Manager screen with improved
validations, ensuring successful configurations.
Google Analytics integration
In IP Office R10.0, Web Manager includes the integration of Google Analytics which captures Web Manager
Usage patterns, including Web Manager Self administration. This information will provide Avaya with an
enhanced, fact based, level of understanding as to usage patterns, enabling the analysis of this data to guide
future product evolution and innovation. This is common practice in the software industry.
Examples of the data that will be sent to Avaya includes:
Browser data
Browser PC’s OS and Device Specific Data
Mobile Usage- what types of mobile devices are being used
Screen Resolution
Active Users
Page views: Total number of pages or screens visited during a selected time span.
Pages/Session: Average number of pages visited in single session.
Average Session Duration: This average length of session.
Bounce Rate: Bounce Rate is the percentage of single-page visits
Locale or Language specific information
User flow behavior. This is useful in analyzing the flow of user activities with the goal of further
optimizing the number of clicks and operations required to perform specific operations.
The administrator and user have complete control as to whether or not to allow this usage data to be sent to
Google Analytics. Users will be able to consent to this option upon their first log in and can also enable or
disable this feature at any time in their preference.
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Since no customer specific data and no sensitive data will be sent to Avaya via the Google Analytics feature,
customers are encouraged to enable this feature so that the positive benefits on product evolution and
innovation can be realized.
LDAP User Synchronization
Note: The following information is covered in section 5.1.2 .
Many large organizations use enterprise directories such as LDAP and Microsoft Active Directory to store
employee basic information like user name, address, department, phone number.
With the introduction of IP Office R10.0, LDAP user synchronization is available in both Server Edition and
Select.
Notes: 1. The following IP Office Manager features are not yet available in the IP Office R10.0 Web Manager:
Full Offline configuration management; security configuration (except service user and certificates);
tunnel configuration for IP500 V2; extension and line renumbering; audit trail viewer; SIP and
analog trunk templates; Manager provides binary template support for all objects while Web
Manager provides template support for users and extensions; BOOTP/TFTP/TIME server; discovery
wizard; Shell IP Office configuration management for UCM and application server; and, traditional
SCN management.
5.1.28. Licensing Simplification
There are five major initiatives in IP Office R10.0 intended to simplify IP Office licensing for both, this new
release and future releases of the product.
PLDS Licensing:
Unlike earlier releases which supported both ADI and PLDS licensing, IP Office R10.0 will be licensed
exclusively in PLDS. License management will be supported in both IP Office Manager and Web Manager.
ADI licenses will continue to be offered for pre-IP Office R10.0 releases using ADI licensing.
Moving exclusively to PLDS licensing will benefit distributors and partners in several ways, including:
Single licensing approach in IP Office and across the Avaya solution stack
Partner self-service license activation and re-hosting
Reduced training requirements
Centralized Licensing:
Fully centralized licensing is being introduced for the Server Edition and Select offering in this release.
Centralized licensing will:
Reduced complexity by simplifying management of the system.
Support commonality of WebLM licensing across the enterprise and Midmarket segments.
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Please refer to section 5.1.3 or 5.1.27 for additional details about centralized licensing in IP Office R10.0.
Software License Upgrades:
With the full transition to PLDS licensing in IP Office R10.0, Avaya is introducing software licensing
upgrade quoting and ordering solutions.
This fully automated Avaya One Source (A1S) functionality will:
Support and simplify the transition from ADI to PLDS licensing as installed base systems are
upgraded to IP Office R10.0
Handle both paid (transactional) and IPOSS entitled upgrade license quotation and ordering, thus
eliminating the manual IPOSS entitled upgrade license fulfillment process used for R9.1. o Note: The IPOSS entitled upgrade license fulfillment process used for R9.1 will remain
unchanged for those wishing to upgrade to R9.1 as part of their IPOSS entitlement.
Incorporate additions and uplifts for simplicity and upsell opportunity when partners are quoting a
customer upgrade.
For more details about how to upgrade software licenses to IP Office R10.0, please refer to Appendix C:
License upgrade path to IP Office R10.0.
5.1.29. Avaya Contact Center Select ACCS-400 Agents
Avaya Contact Center Select (ACCS) 6.4.2 is fully supported on the IP500 V2 system for up to 30 Agents,
Server Edition and Select support up to 250 Agents & 50 Supervisors.
Avaya Contact Center Select 7.0 is fully supported on the IP500 V2 system for up to 30 Agents. Server
Edition and Select support up to 400 Agents & 80 Supervisors. Support for 400 agents is supported with IP
Office R10.0.
Refer to the Avaya Contact Center Select 6.4.2 and Avaya Contact Center Select 7.0 Offer Definitions on the
Avaya Sales & Partner Portal for full information on supported functionality, IP Office pre-requisites, and
ordering ACCS. Please follow the link below for details.
https://sales.avaya.com/en/pss/avaya-contact-center-select
5.1.30. IP Office Contact Center
IP Office Contact Center (IPOCC) is a fully integrated contact center specifically built for IP Office and its
addressable market. IP Office Contact Center is scalable to meet the market needs of IP Office customers
requiring skills based routing, call recording, and multichannel (chat, email) capabilities.
IP Office Contact Center is a complete customer interaction suite consisting of call recording for all agents,
skills based routing, voice, email, and chat multichannel capabilities including historical and real time
reporting. IP Office Contact Center 9.1.6 supports up to 250 agents and introduces the following new
features:
Additional language support (EU French, Latin Spanish, German, Italian)
Thin client and browser support with modern UI supporting multi-channel contacts via e-mail, IM,
and voice
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Integration with Avaya Contact Center Wallboard
Installation and Administration simplification
o IPOCC Admin Web Page
o Improved administration including configuration wizard
o IPOCC UI download
o Automated log collection
Out of the box CRM connectors for SFDC and SAP
IP Office Contact Center 9.1.6 is supported on IP Office R10.0.
Refer to the Avaya IP Office Contact Center 9.1.6 Offer Definitions on the Avaya Sales & Partner Portal for
full information on supported functionality, IP Office pre-requisites, and ordering IPOCC. Please follow the
link below for details.
https://sales.avaya.com/en/pss/ip-office-contact-center
5.1.31. Branch Solution
SMGR Geo-Redundancy
Allows support for a geographically separate System Manger system (SMGR) for high availability situations
where the customer wants to ensure no down time for the System Manager administration tool.
Support for Avaya Communicator for Windows and the H175 Video Phone as Centralized Branch
Users
With IP Office R10.0, customers can use the newest clients off of an Avaya Aura centralized system and
have those clients failed over to IP Office in the event of a WAN failure. This ensures the clients will
continue to work with basic telephony survivability off of the local branch IP Office. Please refer to the
interoperability matrix for the supported releases.
For more information on the IP Office Branch solution, please refer to the Sales and Partner Portal link
below.
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
5.1.32. Localization
Locale for Mediterranean is introduced with IP Office R10.0. Both IP Office Manager and Web Manager
will offer Mediterranean in the Locale list at System, User level, ICR and Shortcode level. There will be no
language localization in IP Office Manager or Web Manager to support this locale. Locale parameters will
support 16xx and 96x1 H323 display, and EVM and VMPro voicemail prompts..
5.2. Security
In addition to the security enhancements covered in other sections of this document, such as LDAP
synchronization (section 5.1.2) and H.323 signaling security (section 5.1.15), Avaya continues to improve the
security attributes of the IP Office solution and various components with every release.
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One such example in IP Office R10.0, is the ability to generate alarms e.g. SNMP traps/SSA alarms, when the ID
certificate is about to expire (starting sending alarms x number of days prior to expiry and the alarms will occur
daily until the item is resolved). This setting is called “Certificate Expiry Warning Days” and is configurable in
Security Settings from the default value of 60 days.
For detailed information on implementing and maintaining IP Office Platform security, please refer to Avaya
IP Office Platform Security Guidelines posted on the IP Office Knowledgebase link below.
http://marketingtools.avaya.com/knowledgebase/businesspartner/index.html
6.0 Upgrading to IP Office R10.0
IP Office Support Services (IPOSS) customers entitled to IP Office software updates/upgrades under a current
support agreement will be upgraded in accordance with the terms of their support contract.
Customers operating earlier releases of IP Office software without an IPOSS contract will need to purchase an
upgrade to get to IP Office R10.0.
The terms and conditions of the IP Office Support Services offer and how to purchase support coverage can be
found on the link below.
https://sales.avaya.com/en/pss/ip-office-support-services?view=collateral
Detailed provided in section 11, Appendix B and Appendix C of this document.
7.0 Product Specifications
7.1. Interoperability/Compatibility Matrix
Additional details of this Interoperability/Compatibility Matrix section are currently being finalized and will be
included in an up-issue of the IP Office R10.0 Product Update.
Interoperability Matrix
Segment Interoperable Products
IP Office IP Office
IP Office Contact Center R9.1.6
End-Points 1100 Series IP Deskphones SIP 4.4
1200 Series IP Deskphones SIP 4.4
1400 Series Digital Deskphones 1.0
1600 Series IP Deskphones H.323 1.3
3641 IP Wireless Handset H.323 3.0
3700 Series DECT Handsets 4.0
9600 Series IP Deskphones 96x0 H.323 3.2
9600 Series IP Deskphones 96x0 SIP 2.6
9600 Series IP Deskphones 96x1 H.323 6.6
9600 Series IP Deskphones 96x1 SIP 6.4/7.0
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Interoperability Matrix
Segment Interoperable Products
IP DECT Phones 4.5
D100 DECT base station, D160 handset
B100 Series Conference Phones B179 SIP R2.4
Avaya Communicator iPad 2.1
E129 SIP Phone 1.0 / 1.25
Avaya Communicator Windows 2.1
Konftel Branded Phones for the Avaya Channel Phase I
Avaya one-X®
Mobile Preferred for IP Office Android
Avaya one-X®
Mobile Preferred for IP Office iOS
Avaya one-X®
Communicator SIP 6.2 /6.2.3
E159/169 R1.1 Media Station
H175 Video Collaboration Station R1.0.2
Aura Applications Avaya Aura® Call Center Elite 7.0
Avaya Aura® Contact Center 7.0
Avaya Aura® Communication Manager 6.3.x/7.0
Avaya Aura® Conferencing 7.2.2/8.0.3
Avaya Aura® ME 6.2*/7.0
Avaya Aura® Meeting Exchange 6.2
Avaya Aura® Experience Portal 7.0.1
Avaya Aura® Messaging 6.2/6.3
Avaya Aura® Session Manager 6.3.x/7.0
Avaya Aura® System Manager 7.0.0.1*
Additional
Applications
Avaya CallPilot® R5.1
Business Communications Manager 6.0 SU 24
Communication Server 1000 R7.6
Modular Messaging 5.2
Avaya Communicator for Web 1.1.xx.xxxx
Data Services Avaya Session Border Controller for Enterprise 7.0
Other Services Video Collaboration Solution for IP Office
Avaya Scopia® Video Conferencing Infrastructure
Secure Access Link
*Note: Avaya Aura® System Manager R7.0.0.1 or higher must be used with Avaya Aura
® Communication
Manager 6.3.x/7.0 and/or Avaya Aura® Session Manager 6.3.x/7.0. For further details please see compatibility
matrix on support.avaya.com web page.
Supported product releases can be found at the Compatibility Matrix on Support.Avaya.com link below
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https://support.avaya.com/CompatibilityMatrix/Index.aspx
The following table provides an overview of the Avaya phones supported on IP Office R10.0:
R9.1 R10.0
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
Generally Available Phones
Analogue Desk Phones
POTS X X
Avaya 1000 Series Video Phones
1010, 1020, 1030, 1040
(Lifesize) X X
1400 Series - Digital (DS) - CM and IP Office
1403, 1408, 1416 X X
DBM32 X X
1600 Series - IP (H323) - CM and IP Office
1603SW-i, 1603-i, 1608-i,
1616-i X X
BM32 (DSS) X X
2400 Series - Digital (DS) - CM and IP Office
2402D, 2410D, 2420 X X
EU24 X X
3600 Series - WiFi (H323) - CM and IP Office
3641, 3645 X X
3700 Series - DECT - CM and IP Office
3720, 3525, 3740, 3749 X X
3745 X X X X
3900 Series - ETR DECT Cordless
3920 X X X X
9400 Series - Digital DS and CM
9404, 9408 Not Supported on IP Office Not Supported on IP Office
9500 Series - Digital DS, IP Office Only
9504, 9508 X X
BM12 X X
9600 Series - IP H323 CM and IP Office
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R9.1 R10.0
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
9620L, 9620C, 9630, 9640G,
9650, 9650C X X
9670 X X X X X X
SBM24 with 96x0 X X
9601 X X X X X X
9608, 9608G, 9611G, 9621G,
9641G, 9641GS X X
BM12 X X
SMB24 with 96x1 X X X X X X
B100 Series - Conference Phones
B149, B159 X X
B179 SIP X X
D100/D160 DECT X
D160
E100 Series – IP Phone
E129 X X
E159/ E169 X X
H100 Series Video Collaboration Stations
H175 X X X X
Softphones X
Phone Manager Softphone
(H323) X X X X X X
IP Office Video Softphone
Window (SIP) X X X X X X
IP Office Video Softphone
Mac (SIP) X X
Flare Experience Windows X X X X X X
Flare Experience iPad X X X X X X
Avaya Communicator
Windows X X
Avaya Communicator iPad X X
Norstar / BCM Phones - General Available and End of Sale
1100 Series - SIP Phone (BCM UNIStim Migration)
1110, 1165E X X X X X X
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R9.1 R10.0
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
1120E, 1140E X X
1100 Series GEM w/LCD X X
1200 Series - SIP Phone (BCM UNIStim Migration)
1210 X X X X X X
1220, 1230 X X
BM LED & Paper Labels X X
BM LCD X X
Norstar/BCM Digital Phones
T7000, T7100, T7208, T7316,
T7316E X X
T24 Key Module X X
M7100[N], M7208(N),
M73100(N), M7310BLF,
M7324[N]
X X
Note: Only the Global Version of the M7000 Series Sets is supported on the IP Office. The Non-Global version is not supported and can be identified
through the contrast levels. The Global Version has 9 Contrast Levels while the Non-Global has only 4 Contrast Levels.
CAP Key Module X X
BCM Door Phone X X X X X X
Norstar/BCM Digital
Conference Phone X X
ATA-2 X X X X X X
Nortel Digital Mobility
T7406 & T7406E X X
7420, 7430, 7434, 7439,
7440, 7449 X X
4135, 4136, 4145, 4146,
4145EX, 4146EX X X
Legacy Avaya Phones - No longer available for sale-See Note 1
1600 Series – IP (H323) – CM and IP Office
1603, 1603SW, 1608, 1616 X X
3600 Series - WiFi (H323) - CM and IP Office
3616, 3620, 3626 No Longer Supported No Longer Supported
3700 Series - DECT - CM and IP Office
3701, 3711 X X
3800 Series - Digital Cordless
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R9.1 R10.0
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
3810 X X X X
3900 Series - ETR DECT Cordless
3910 X X X X
4400 Series - Digital, Magix and IP Office
4406D, 4412D, 4424D No Longer Supported No Longer Supported
4424LD No Longer Supported No Longer Supported
4450 DSS unit No Longer Supported No Longer Supported
4600 Series - IP H323 - CM and IP Office
4601, 4602IP, 4602SW,
4610IP, 4610SW, 4620, 4621,
4625
No Longer Supported No Longer Supported
4606, 4612, 4624 No Longer Supported No Longer Supported
5400 Series - DS Digital, IP Office only
5402, 5410, 5420 No Longer Supported No Longer Supported
EU24 No Longer Supported No Longer Supported
5600 Series - IP H323, IP Office only
5601, 5602IP, 5602SW,
5610IP, 5610SW, 5620, 5621 No Longer Supported No Longer Supported
EU24 No Longer Supported No Longer Supported
6400 Series - DS Digital, CM and IP Office
6408D+, 6416D+, 6424D+,
XM24 (DSS) No Longer Supported No Longer Supported
9000 Series - Digital, Cordless - Magix & IP Office
9040 No Longer Supported No Longer Supported
ETR Phones - Analogue Feature Phone, PARTNER and IP Office
"Refreshed" 34, 18 &6 Button
Display X X X X
"Euro" 34 & 18 Button
Display X X X X
"Euro" 18 & 6 Button non-
Display X X X X
T3 & T3 IP Series
T3 Compact, Classic,
Comfort, DSS X X X X
T3 IP Compact, Classic, X X
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R9.1 R10.0
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
IP Office
Standard
Edition
IP Office
Basic
Edition
Server
Edition/Select
and
Virtualized
IP Office (all
IP)
Comfort
SIP phones supported as Centralized Users in IP Office Branch deployments, with failover from Avaya Aura® Session
Manager to IP Office.
Refer to Administering Centralized Users for an IP Office™ Platform Enterprise Branch, document ID 15-604263
9600 Series Centralized SIP
phones: 9620, 9630, 9640,
9650, 9601, 9608, 9611,
9621, 9641
X X X X
Avaya one-X® Communicator
SIP X X X X
1120E, 1140E, 1220, 1230 X X X X
B179 X X X X
H175 X X X X X
* Note: Supported in this context means the phones have been tested for interoperability with IP Office. These
phone models may not support new features and if the phone model is outside of the Avaya Manufacturer Support
period, resolution of any phone issue is limited to already available bug fix.
7.2. Interoperability Deployment Scenarios
With the IP Office R10.0 release a number of interoperability scenarios with other Avaya products have been
tested and will be supported going forward. The scenarios include:
1. IP Office R10.0 and Avaya Aura Session Manager
2. IP Office R10.0 and BCM R6.0
3. IP Office R10.0, BCM R6.0 and CS1000 with Session Manager and NRS
4. IP Office R10.0 and Meridian1/CS1000 via QSIG
5. IP Office R10.0 and Avaya Aura Communication Manager
6. IP Office R10.0 as SIP Gateway for BCM/Norstar
7. IP Office R10.0 and Avaya SBCE
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7.2.1. IP Office & Avaya Aura Session Manager
IP Office IP500 V2 Essential or Preferred Edition can be deployed as an Enterprise Branch with Avaya
Aura® Session Manager. Each of the IP Office nodes is connected to the Session Manager using the SIP
protocol. On the IP Office, the connection to Session Manager is configured as an SM Line. This is a special
type of SIP trunk on the IP Office. On the Session Manager, the connection to the IP Office is configured as
a SIP Entity Link.
For IP Office Branch interoperability with Session Manager, please refer to the Product Offer document for
IP Office R10.0 Deployed as a Branch.
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
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IP Office Server Edition supports SIP-based interoperability with the Avaya Aura® Session Manager, as
well as with the Communication Manager through the Session Manager.
Note: IP Office Server Edition is not deployed as a branch in Avaya Aura network and some IP Office
Branch features are NOT supported. This includes System Manager, WebLM Centralized licensing,
Centralized Aura voicemail, Centralized Aura users.
The SIP protocol is used for trunks between the Avaya Aura® Session Manager and the IP Office Server
Edition Primary Server (and optionally Secondary Server). On the IP Office, the connection to Session
Manager is configured as an SM Line. This is a special type of SIP trunk on the IP Office. On the Session
Manager, the connection to the IP Office is configured as a SIP Entity Link. The connections between the IP
Office nodes are according to the Server Edition Architecture.
The advanced feature set of Server Edition multi-node network is available between the IP Office nodes.
Only the Primary Server (and optionally Secondary Server) have an SM Line connection to Session
Manager. Server Edition Expansions do not connect to Session Manager directly but only indirectly through
the Server Edition Primary Server or Secondary Server. SM Line connections to Session Manager from both
the SE Primary and Secondary servers are supported for redundancy. Session Manager views the whole
multi-node Server Edition system as one remote system and not as multiple different systems.
Protocol Support:
o IP Office to SM: SIP
o IP Office to IP Office: H323 - SCN Networking
Platform Requirements
o IP Office Release: IP Office R10.0
Edition: Server Edition/Select
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o Session Manager Release: SM 6.3.x / 7.0
Centralized Voicemail: Server Edition Centralized Voicemail for all nodes in Server Edition
network.
Phones: All phones supported on the individual call servers and releases including Avaya IP
Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP
Phones (SIP), DECT R4 and Analog phones.
An IP Office SCN deployment can interoperate via SIP with an Avaya Aura® Session Manager, as well as
with a Communication Manager through the Session Manager.
Note: In this SCN deployment, some IP Office Branch features are NOT supported. This includes System
Manager, WebLM Centralized licensing, Centralized Aura voicemail, Centralized Aura users.
The SIP protocol is used for a trunk between the Session Manager and one IP Office node through which the
SCN network is connected to the SM. On the IP Office node, the connection to Session Manager is
configured as an SM Line. This is a special type of SIP trunk on the IP Office. On the Session Manager, the
connection to the IP Office is configured as a SIP Entity Link. The IP Offices are connected to each other in
an SCN network and can use advanced SCN feature set between each other.
Only one of the SCN-networked IP Office nodes has an SM Line connection to Session Manager. The rest of
the SCN-networked IP Office nodes do not connect to Session Manager directly but only indirectly through
that one node. Session Manager views the whole multi-node SCN network as one remote system and not as
multiple different systems.
Protocol Support:
o IP Office to SM: SIP
o IP Office to IP Office: H323 - SCN Networking
Platform Requirements
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o IP Office Release: IP Office R10.0
Edition: Essential, Preferred
o Session Manager Release: SM 6.3.x / 7.0
Centralized Voicemail: Centralized Voicemail Pro for all IP Office systems in the SCN network.
Centralized Aura Voicemail is not supported for IP Office systems in the SCN network.
Phones: All phones supported on the individual call servers and releases including Avaya IP
Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP
Phones (SIP), DECT R4 and Analog phones.
7.2.2. IP Office and BCM
The SIP interoperability support between IP Office and BCM50/450 allows customers to migrate a network
of BCM step by step to an IP Office SCN or Server Edition network.
Protocol Support:
o IP Office to BCM: SIP
o BCM to BCM: SIP or SIP/MCDN
o IP Office to IP Office : H323 – SCN or SIP
o It is not possible to network IP Office and BCM via the MCDN or SCN protocol directly.
Platform Requirements
o IP Office
Release: IP Office R10.0
Edition: Essential, Preferred, and Server Edition/Select
BCM
o Release: BCM50 and BCM450 R6.0
Centralized Voicemail:
o The IP Office system may use a centralized Voicemail PRO system in the SCN network
o The BCM systems may use a centralized voicemail within the BCM MCDN network.
o Centralized Voicemail across IP Office and BCM systems is not supported.
Phones: All phones supported on the individual call servers and releases including Avaya IP
Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP
Phones (SIP), DECT R4 and Analog phones.
The advanced feature set of IP Office SCN Networking is available between the IP Office and BCM MCDN
Networking features are available between BCM. Between the BCM and IP Office the standard SIP feature
described below is supported.
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7.2.3. IP Office, BCM and CS1000 (SIP)
This configuration allows migration for a network of BCM and CS1000 to the IP Office step by step by
adding IP Office systems to it.
Protocol Support:
o IP Office to BCM: SIP
o IP Office to CS1000: SIP (via SM or NRS)
o IP Office to IP Office: SIP or H323 - SCN Networking
o BCM to BCM: SIP or SIP/MCDN
o BCM to CS1000: SIP or SIP/MCDN
Note: IP Office to CS1000 using H.323 is not supported.
Platform Requirements
o IP Office Release: IP Office R10.0
Edition: Essential, Preferred, and Server Edition/Select
o BCM Release: BCM50 and BCM450 R6.0
o CS1000 Release: CS1000 R7.6 is required to use Session Manager; NRS 7.6 can be used for
SIP interop with earlier CS1000 software versions – however note that any CS1000
software versions prior to R7.6 are end of software support for at least two years
Centralized Voicemail: Centralized Voicemail for all IP Office system in the SCN network, BCM
system may use centralized voicemail of the CS1000. IP Office system cannot use centralized
voicemail of CS1000.
Phones: All phones supported on the individual call servers and releases including Avaya IP
Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP
Phones (SIP), DECT R4 and Analog phones.
7.2.4. IP Office and Meridian1/CS1000 via QSIG
IP Office R10.0 introduces support for PRI connectivity between IP Office and Meridian1/CS1000 via
QSIG.
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Where leased line circuits are used within a private networking scenario, E1 or T1 interfaces are typically
configured to use QSIG signaling between sites. QSIG provides a level of voice feature transparency
between PBXs and is the favored signaling standard within multiple vendor and international voice networks.
The IP Office E1 or T1 module terminates a QSIG connection with a 120 ohm RJ45 interface.
IP Office supports the following QSIG services across this network:
Simple Telephony Call/Basic Call
Circuit Switched Data Call/Basic Call
Called/Calling Line ID Presentation
Called/Calling Name Presentation
Message Waiting
Transfer
Please be aware of the following limitations:
Any supplementary services (e.g. Calling and Called Name) do require Premium Software on the
CS1000.
No support for Trunk Anti Tromboning.
Redirecting information is not available.
This IP Office R10.0 QSIG interoperability has been tested with Meridian1/ CS1000 Release 22 and higher.
Note that any CS1000 software versions prior to R7.6 are end of software support for at least two years.
7.2.5. IP Office & Communication Manager Interop
The H323 protocol is used for trunks between the IP Office nodes and the CM. The IP Offices are a network
of SCNs and can use advanced SCN feature set between each other.
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Protocol Support:
o IP Office to CM: H.323
o IP Office to IP Office: H323 - SCN Networking
Platform Requirements
o IP Office Release: IP Office R10.0
Edition: Essential, Preferred, and Server Edition/Select
o Communication Manager Release: CM 6.3.x / 7.0
Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network
Phones: All phones supported on the individual call servers and releases including Avaya IP
Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP
Phones (SIP), DECT R4 and Analog phones.
The advanced feature set of SCN Networking is available between the IP Office nodes.
Note: H.323 trunk interoperability between IP Office and CM was supported historically. However for new
deployments, IP Office interoperability via SM Line to Session Manager model is recommended.
7.2.6. IP Office as SIP Gateway for BCM/Norstar
IP Office R10.0 supports a deployment scenario for IP Office, where IP Office acts as a SIP Gateway for a
Nortel BCM and/or a Norstar telephony system. The following use cases are supported:
Incoming call from SIP carrier SBC Session Manager IP Office V2 Gateway BCM (Via
Analog) Digital Phone
Outbound call from Digital Phone BCM IP Office V2 Gateway Session Manager SBC
SIP Carrier\
Outbound call from Digital Phone BCM IP Office V2 Gateway Session Manager CM
H.323 Endpoint
Outbound call from Digital Phone BCM IP Office V2 Gateway Session Manager IP
Office V2 Gateway in second store BCM Digital Phone
Outbound call from Digital Phone BCM IP Office V2 Gateway IPO CO trunk (when the
‘SM Line’ connection to Session Manager is down) PSTN
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Analog Phone BCM IP Office V2 Gateway Session Manager SBC SIP Carrier
Fax IP Office V2 Gateway Session Manager SBC SIP Carrier
7.2.7. IP Office and Avaya Session Board Controller for Enterprise (SBCE)
The following describes the interoperability testing between IP Office R10.0 and the Avaya SBCE R6.3/7.0.
The scope of testing included both IP500 V2 and Server Edition/Virtualized Server Edition, SIP endpoints as
IP Office Remote Workers (RW), various IP Office Branch deployments, Dual ASBCE (High Availability
Deployment), and both RTP and SRTP. TCP and UDP are supported as they were in IP Office R9.1.
Deployment of one Avaya SBCE serving multiple IP Offices for one or multiple customers at a single site is
supported; however, multiple IP Offices for a single customer on multiple sites is not currently supported.
Avaya SBCE Release 6.3 introduced changes related to licensing which is done through WebLM as well as
some configuration options for SRTP and for relay of presence information to the IPO Presence server (one-
X®
Portal) through the SBCE. This is also applicable to SBCE 7.0. These are captured in the document
Administering Avaya IP Office with Manager.
Supported Endpoints (Remote Worker over Avaya SBCE deployment)
o Avaya Communicator for Windows/ iPad
o Avaya one-X®
Mobile Preferred for IP Office for Android
o Avaya one-X®
Mobile Preferred for IP Office iPhone
o MS Lync Add-in
o 11xx/12xx SIP sets
o E129 sets
o In the IPO Branch deployments only phone types that are capable of being Centralized
endpoints are supported with ASBCE deployments
Excluded Endpoints
o B179 conference unit
o E159, E169
o Avaya Scopia video endpoints (XT room systems and Elite MCU systems)
o Mac Video Softphone
o DECT D100
In the IP Office non-branch deployments, the typical deployment is to connect IP Office to public SIP trunks
via the Avaya SBCE. The other deployment scenario is for connecting Remote workers securely through the
SBC to endpoints and trunks within the enterprise.
For IP Office Branch deployments the scenarios the local SIP trunk use case and the Central SIP trunk use
case.
For local SIP trunks, the SBCE is at the Branch and the SIP trunks are used the same way as local PRI trunks
at the branch. For Central SIP trunks, the SBCE is at the main data center and the use case is similar to PRI
trunks at the main office.
Local SIP trunk - SBCE - IP Office - IP Office user
Local SIP trunk - SBCE - IP Office - Session Manager – Centralized users (in sunny-day)
Local SIP trunk - SBCE - IP Office - Centralized users (in rainy-day)
Local SIP trunk - SBCE - IP Office - Session Manager - users in headquarters or other enterprise
sites
Central SIP trunk - SBCE - SM - IP Office - IP Office user
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Central SIP trunk - SBCE - SM - Centralized users
For Branch deployments, the remote worker connecting through the SBC to the branch IP Office is also a
valid test case and the only difference to the non-branch scenario is that the calls flows involve branch
connectivity to the Session Manager at the core via the SM line.
IP Office remote worker - SBCE - IP Office - Session Manager -users in headquarters or in other
enterprise sites
IP Office remote worker - SBCE - IP Office - Session Manager -Centralized users in a Mixed branch
(in sunny-day)
IP Office remote worker - SBCE - IP Office - Centralized users in a Mixed branch (in rainy-day)
IP Office remote worker - SBCE - IP Office - Session Manager -voicemail services on Avaya
Aura® Messaging/ Modular Messaging.
Avaya Aura remote worker - SBCE - Session Manager - IP Office - IP Office user
7.2.8. SIP Standard Call Feature Support
For the standard SIP networking connections described above the following call features are supported:
Standard Call Features
o Basic Call Completion
o Handling of busy called party
o DTMF and ring-back tone
o Hold and Retrieve
o Call Waiting presentation
o Called Number display
o Calling number and name display
o Abandoned call
Call Redirection
o Call Forward (Forward ALL, Forward Busy, Forward No Answer)
o Call Transfer (Attended and Unattended)
o Call Redirection (To PSTN, Abandoned, Busy)
Conferencing
o AdHoc and MeetMe conferencing
PSTN Toll Bypass – Toll Bypass allows each system to leverage the trunk connections of the other
system in the network to avoid international and long distance charges.
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7.2.9. Video Collaboration Solution for IP Office
For Scopia 8.3 FP3, the video solution has been broken into small and medium deployment scenarios. The
small and medium solution has been tested and works with release 10.0.
The new XT5000 Video Server for IP Office is now available and works with IP Office R9.1 and IP Office
R10.0. This variant of the XT5000 platform is integrated to IP Office and must register to the IP Office as an
Avaya SIP endpoint for the Video Server component to function (MCU).
IP Office R10 support Supported in
R10 (Y/N)
Avaya IP
end point
3rd Party
SIP
Endpoint
SIP Trunk
Channels
XT5000 Video Server For IP Office with
3.2 Firmware(8.3.X)
y y
XT5000 Endpoint w/ embedded Video
Server For IP Office with 3.2 Firmware
(8.3.X)
y y
Scopia XT7100 Endpoint with embedded
MCU with 8.3.2 firmware(8.3.X)
y y
Scopia XT5000 Endpoint with embedded
MCU with 8.3.2 firmware(8.3.X)
y y
Scopia XT4300 Endpoint with embedded
MCU with 8.3.2 firmward (8.3.x)
y y
Scopia XT4200 Enpoint with embedded
MCU with 8.3.2 firmware(8.3.X)
y y
Scopia XT240 Executive Endpoint with
embedded MCU with 8.3.2
firmware(8.3.X)
y y
Scopia Elite MCU5000 Series with 7.7.6
firmware (7.7.X)
y y
Scopia Elite MCU6000 Series with 7.7.6
firmware(8.3.X)
y y
XT5000 Video Server for IP Office with 3.2 Firmware (must register with IP Office for MCU to
function)
XT5000 Endpoint w/embedded video server for IP Office with 3.2 Firmware (must register with IP
Office for MCU to function)
See the Video Collaboration Solution for IP Office Offer Definition for more details in the link below.
https://sales.avaya.com/en/pss/radvision-video-collaboration-for-ip-office-sales-play
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7.2.10. Avaya Communicator for Web
IP Office R10.0 will continue to support Avaya Communicator for Web providing an IP Office user with the
additional capability to allow single sign-on to IP Office and ESNA domain using Google plus credentials.
Avaya Communicator for Web is a headless client that installs as a Chrome extension within the Google
Chrome browser. It enables a user to invoke voice, video, messaging and presence features from the within
cloud hosted applications that are part of the Google Apps portfolio.
The Avaya Communicator for Web client can work either with the hard phone associated with its IP Office
user or as a softphone using the WebRTC gateway component of the IP Office solution.
The user has to be registered on OnEsna.com and have valid Google credentials to be able to use the single
sign on feature.
Please refer to section 5.1.16 for additional details on the Avaya Communicator for Web and IP Office
R10.0.
7.3. Solution Capacities and Performance
The table below details the capacity enhancements across IP Office Server Edition R10.0, and IP Office Select
R10.0. Note that some differing capacities are supported when used with the IP Office Contact Center and Avaya
Contact Center Select applications. A summary of the capacity changes is provided in section 5.1.9.
Notes:
Dell R620 & Dell R630 performance/capacities are equivalent.
HP DL120 & Dell R210 & Dell R220 performance/capacities are equivalent.
Avaya no longer ship the older HP DL120, HP DL360 G8, Dell R210, and Dell R620 servers.
Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Users
Maximum Solution
Users
2000 2500 3000 2000 3000 Dell R220 can be used for Primary
and Secondary up to 1500 solution
users, the HP DL360 up to 2000
solution users, and the Dell R630
up to 3000 solution users.
“NoUser” and RAS Users are not
counted.
Maximum users per
DL360 (Primary/
Secondary)
1500 1500 1500 1500 1500 No change in R10.0 DL360
capacities
Maximum users per
Dell R630 (Primary/
Secondary)
2000 2500 3000 2000 3000
Maximum users per
R220 (Primary/
Secondary)
750 750 750 750 750 No change in R10.0 R220
capacities
Maximum users per
R220 (Expansion)
750 750 750 750 750 No change in R10.0 R220
capacities
Maximum users per
IP500 V2
384 384 384 384 384 No change in IP500 V2
capacities
Extensions
Total Extensions 2000 2500 3000 2000 3000 Dell R220 can be used for Primary
and Secondary up to 1500 solution
users, the HP DL360 up to 2000
solution users, and the Dell R630
up to 3000 solution users.
Maximum extensions
per DL360 (Primary/
Secondary)
1500 1500 1500 1500 1500 96xx/16xx extension type -
other extension types may be
lower.
All may be H.323 over TLS
Includes any resilience fail-over
extensions.
Maximum extensions
per Dell R630
(Primary/ Secondary)
2000 2500 3000 2000 3000 96xx/16xx extension type -
other extension types may be
lower.
All may be H.323 over TLS
Includes any resilience fail-over
extensions.
Maximum extensions
per R220 (Primary/
Secondary)
750 750 750 750 750 96xx/16xx extension type -
other extension types may be
lower.
All may be H.323 over TLS
Includes any resilience fail-over
extensions.
Maximum extensions
per R220 (Linux
Expansion)
750 750 750 750 750 96xx/16xx extension type -
other extension types may be
lower.
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
All may be H.323 over TLS
Includes any resilience fail-over
extensions.
Maximum extensions
per IP500 V2
Expansion
384 384 384 384 384 VoIP, Digital or Analog
extension type
Only 120 may be H323-TLS
Includes any resilience fail-over
extensions.
Maximum DECT R4
Extensions per device
384 384 384 384 384 per R630, DL360, R220 or
IP500 V2
Maximum Remote
Worker Extensions
per HP DL360
256 256 256 256 256 Aside from infrastructure
limitations - Remote Worker
calls require indirect media
Maximum Remote
Worker Extensions
per Dell R630
2000 2500 3000 2000 3000 Aside from infrastructure
limitations - Remote Worker
calls require indirect media
Maximum Remote
Worker Extensions per
R220
Server/Expansion
128 128 128 128 128 Aside from infrastructure
limitations - Remote Worker
calls require indirect media
Maximum Remote
Worker Extensions
per IP500 V2
120 120 120 120 120 Aside from infrastructure
limitations - Remote Worker
calls require indirect media
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum additional
button module buttons
per system, Linux
4096 4096 4096 4096 8192 Regardless of whether the
buttons are configured for use
or not.
BM32 (1616 IP telephones): • Up to three BM32 per phone,
up to 256 per system (32
buttons each, total 8192
buttons)
BM12 (9608, 9611 and 9641
IP telephones): • Up to three BM12 per phone,
up to 340 per system (24
buttons each, total 8160
buttons)
SBM24: (9630G, 9640,
9640G, 9650, 9650C, 9608,
9611, 9641 IP telephones) • Up to three SBM24 per
phone, up to 340 per system (24
buttons each, total 8160
buttons).
• A maximum of 40 bridged
appearances to the same call
appearance.
• A maximum of 40 line
appearances to the same line.
• A maximum of 40 call
coverages of the same covered
user.
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum additional
button module buttons
per system, IP500 V2
1024 1024 1024 1024 1024 Regardless of whether the
buttons are configured for use
or not.
BM32 (1616 IP telephones): • Up to three BM32 per phone,
up to 32 per system (32 buttons
each, total 1024 buttons)
DBM32 (1416 digital
telephones): • Up to three DBM32 per
phone, up to 32 per system (32
buttons each, total 1024
buttons)
BM12 (9508 digital; 9608,
9611 and 9641 IP telephones): • Up to three BM12s per phone,
up to 42 per system (24 buttons
each, total 1008 buttons)
SBM24: (9630G, 9640,
9640G, 9650, 9650C, 9608,
9611, 9641 IP telephones) • Up to three SBM24 per
phone, up to 42 per system (24
buttons each, total 1008
buttons).
• A maximum of 10 bridged
appearances to the same call
appearance.
• A maximum of 10 line
appearances to the same line.
• A maximum of 10 call
coverages of the same covered
user.
Multi-Site Network
Maximum
nodes/locations
32 150 150 32 150 More than 32 nodes supported
when Primary/Secondary are
R630 or OVA only;
R220/DL360 remains at 32
maximum
Maximum servers 2 2 2 2 2 2 Core Servers (Primary and
Secondary). Both must be
equivalent capacity to the other,
mix of OVA and native
supported.
Maximum expansions 30 148 148 30 148 More than 30 Expansions
supported on R630 and OVA
only; R220/DL360 will remain
at 30
Trunks
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Registered SIP
Trunks, DL360/R630
(per
Primary/Secondary)
250 250 250 250 250 Maximum number of SIP
trunks not number of SIP trunk
channels
Registered SIP
Trunks, R220
(Primary/Secondary)
125 125 125 125 125 No change in R220 capacities
Registered SIP
Trunks, R220
(Expansion)
125 125 125 125 125 No change in R220 capacities
Registered SIP
Trunks, IP500 V2
125 125 125 125 125 No change in IP500 V2
capacities
Maximum SIP
Sessions DL360 (per
Primary/Secondary)
512 (direct
media)
256 (indirect
media)
512
(direct
media)
256
(indirect
media)
512
(direct
media)
256
(indirect
media)
512
(direct
media)
256
(indirect
media)
512
(direct
media)
256
(indirect
media)
See also concurrent VoIP call
capacity below
Maximum SIP
Sessions Dell R630
(Primary/Secondary)
512 (direct
media)
256 (indirect
media)
1024
(direct
media)
512
(indirect
media)
1024
(direct
media)
512
(indirect
media)
512
(direct
media)
256
(indirect
media)
1024
(direct
media)
512
(indirect
media)
See also concurrent VoIP call
capacity below
Maximum SIP
Sessions R220
(Primary/Secondary)
256 (direct
media)
128 (indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
See also concurrent VoIP call
capacity below
Maximum SIP
Sessions R220
(Expansion)
256 (direct
media)
128 (indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
256
(direct
media)
128
(indirect
media)
See also concurrent VoIP call
capacity below
Maximum SIP
Sessions IP500 V2
128 (direct
media)
120 (indirect
media)
128
(direct
media)
120
(indirect
media)
128
(direct
media)
120
(indirect
media)
128
(direct
media)
120
(indirect
media)
128
(direct
media)
120
(indirect
media)
See also concurrent VoIP call
capacity below
Maximum SCN
trunks, per Linux
server
32 150 150 32 150 No change in capacity
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum trunk
channels per SCN
trunk, Linux
250 500 500 250 500 Per link between Server Edition
nodes
Maximum SCN
trunks, IP500 V2
32 32 32 32 32 No change in capacity
Maximum trunk
channels per SCN
trunk, IP500 V2
250 250 250 250 250 Per link between Server Edition
nodes
Maximum WebRTC
Sessions, Primary
DL360
n/a n/a n/a 128 128 Audio calls. Maximum BHCC
9,000. WebRTC must run co-
resident with the one-X®
Portal
server. If video used, capacity
is reduced by 2 for each
session.
Maximum WebRTC
Sessions Primary
R630
n/a n/a n/a 512 512 Audio calls. Maximum BHCC
10,000. WebRTC must run co-
resident with the one-X®
Portal
server. If video used, capacity
is reduced by 2 for each
session.
Maximum WebRTC
Sessions, Primary
R220
n/a n/a n/a 64 64 Audio calls. Maximum BHCC
7,200. WebRTC must run co-
resident with the one-X®
Portal
server. If video used, capacity
is reduced by 2 for each
session.
Maximum WebRTC
Sessions, Separate
DL360
256 256 256 256 256 Audio calls. Maximum BHCC
9,000. WebRTC must run co-
resident with the one-X® Portal
server. If video used, capacity
is reduced by 2 for each
session.
Maximum WebRTC
Sessions Separate
R630
512 512 512 1024 1024 Audio calls. Maximum BHCC
10,000. WebRTC must run co-
resident with the one-X® Portal
server. If video used, capacity
is reduced by 2 for each
session.
Maximum WebRTC
Sessions, Separate
R220
128 128 128 128 128 Audio calls. Maximum BHCC
7,200. WebRTC must run co-
resident with the one-X® Portal
server. If video used, capacity
is reduced by 2 for each
session.
Call Processing
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
DL360 per Server call
capacity (BHCC)
18000 with
no one-X®
Portal users
active
9000 with
one-X®
Portal users
active
18000
with no
one-X®
Portal
users
active
9000
with one-
X® Portal
users
active
18000
with no
one-X®
Portal
users
active
9000 with
one-X®
Portal
users
active
18000
with no
one-X®
Portal
users
active
9000 with
one-X®
Portal
users
active
18000
with no
one-X®
Portal
users
active
9000
with one-
X® Portal
users
active
Maximum qualified with: 96x1
H.323 users/extensions, total
users/extension, active VM
channels, active conference
channels, logged in one-X®
Portal users, G.711 codec
Lower figure supported when
any one-X® user is active,
regardless of location of one-
X® server
Performance with SIP
extensions may be lower
R630 Server call
capacity (BHCC)
18000 with
no one-X®
Portal users
active
9000 with
one-X®
Portal users
active
20000
with no
one-X®
Portal
users
active
10000
with one-
X® Portal
users
active
20000
with no
one-X®
Portal
users
active
10000
with one-
X® Portal
users
active
18000
with no
one-X®
Portal
users
active
9000 with
one-X®
Portal
users
active
20000
with no
one-X®
Portal
users
active
10000
with one-
X® Portal
users
active
Maximum qualified with: 96x1
H.323 users/extensions, total
users/extension, active VM
channels, active conference
channels, logged in one-X®
Portal users, G.711 codec
Lower figure supported when
any one-X® user is active,
regardless of location of one-
X® server
Performance with SIP
extensions may be lower
R220
Server/Expansion call
capacity (BHCC)
7200 with or
without one-
X® Portal
users active
7200
with or
without
one-X®
Portal
users
active
7200 with
or without
one-X®
Portal
users
active
7200 with
or without
one-X®
Portal
users
active
7200
with or
without
one-X®
Portal
users
active
Maximum qualified with: 96x1
H.323 users/extensions, total
users/extension, active VM
channels, active conference
channels, logged in one-X®
Portal users, G.711 codec
Performance with SIP
extensions may be lower
IP500 V2 Expansion
call capacity (BHCC)
7200 7200 7200 7200 7200 Maximum qualified with: 96x1
H.323 users/extensions, total
users/extension, active VM
channels, active conference
channels, logged in one-X®
Portal users, G.711 codec
Performance with Digital
extensions may be higher
Performance with SIP
extensions may be lower
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Overall solution call
capacity (BHCC)
18000/9000 20000/10
000
20000/100
00
18000/900
0
20000/10
000
Maximum Servers (R630),
Expansions, users/extensions,
conference channels, logged in
one-X® Portal users, with
G.711 codec
Lower figure supported when
any one-X® user is active,
regardless of location of one-
X® server
The overall solution call
capacity is determined by a
variety of external factors
including the solution construct
and network performance.
Concurrent VoIP calls:
direct media
2000 2500 3000 2000 3000 Direct media is RTP/SRTP data
directly between VoIP
endpoints, not via IP Office
Note there are some IP Office
networking constraints to
achieve direct media.
Direct media with SRTP does
not reduce the direct media
capacity
Concurrent VoIP calls:
RTP indirect media,
per DL360
256 256 256 256 256 One SRTP direct media call
reduces the available RTP call
capacity by 2
Concurrent VoIP calls:
SRTP indirect media,
DL360
128 128 128 128 128 Per SRTP call leg.
Direct media SRTP calls do not
use this capacity
If SRTP transcoding is present,
the capacity will be reduced by
a further 50% to 64 concurrent
calls
Concurrent VoIP calls:
RTP indirect media,
R630
1024 1024 1024 1024 1024 One SRTP direct media call
reduces the available RTP call
capacity by 2
Concurrent VoIP calls:
SRTP indirect media,
R630
512 512 512 512 512 Per SRTP call leg.
Direct media SRTP calls do not
use this capacity
If SRTP transcoding is present,
the capacity will be reduced by
a further 50%
Concurrent VoIP calls:
RTP indirect media,
R220
128 128 128 128 128 One SRTP direct media call
reduces the available RTP call
capacity by 2
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Concurrent VoIP calls:
SRTP indirect media,
R220
64 64 64 64 64 Per SRTP call leg.
Direct media SRTP calls do not
use this capacity
If SRTP transcoding is present,
the capacity will be reduced by
a further 50%
Concurrent VoIP calls:
RTP indirect media,
IP500 V2
120 120 120 120 120 One SRTP direct media call
reduces the available RTP call
capacity by 3
Concurrent VoIP calls:
SRTP indirect media,
IP500 V2
40 40 40 40 40 Per SRTP call leg.
Direct media SRTP calls do not
use this capacity
If SRTP transcoding is present,
the capacity will be reduced by
a further 50%
Concurrent VoIP calls:
indirect media, IP500
V2 RTP relay
120 120 120 120 120 RTP or SRTP calls
VCM/transcoding
channels, per DL360
256 256 256 256 256 Specified capacity is for RTP
and any codec combination.
SRTP calls will reduce capacity
by 50%.
VCM/transcoding
channels, R630
1024 1024 1024 1024 1024 Specified capacity is for RTP
and any codec combination.
SRTP calls will reduce capacity
by 50%.
VCM/transcoding
channels, R220
128 128 128 128 128 Specified capacity is for RTP
and any codec combination.
SRTP calls will reduce capacity
by 50%.
VCM/transcoding
channels, IP500 V2
148 148 148 148 148 One channel used for normal
calls, two channels are required
for transcoding.
VCM channel capacity is
dependent upon the codec
utilized:
G.711 A/Mu - 148
G.729 - 140
G.722 - 140
G.723 - 108
A mix of codec types will
reduce the capacity pro-rata
Maximum Incoming
Call Routes, Solution
4600 6000 6000 4600 6000
Maximum Incoming
Call Routes, per Linux
server
2300 3000 3000 2300 3000
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum Incoming
Call Routes, IP500 V2
1000 1000 1000 1000 1000 No change in IP500 V2
capacities
Hunt/Presence
Groups
Maximum
Hunt/Presence Groups
300 500 500 300 600 Total hunt groups in solution,
including network and local.
No more than 200 can be
located on an IP500 V2
Maximum
Hunt/Presence Group
size
750 1250 1250 750 1250 Maximum users in a single hunt
group
No more than 384 in a hunt
group located on an IP500 V2
Total Hunt
Group/Presence
members
3000 5000 5000 3000 6000 Members spread over max hunt
groups with a single hunt group
not exceeding individual max
size
Conferencing
Conferencing channels 256 per
R630
256 per
DL360
128 per
R220
128 per
IP500 V2
512 per
R630
256 per
DL360
128 per
R220
128 per
IP500 V2
512 per
R620
256 per
DL360
128 per
R210
128 per
IP500 V2
256 per
R630
256 per
DL360
128 per
R220
128 per
IP500 V2
512 per
R630
256 per
DL360
128 per
R220
128 per
IP500 V2
Both ad-hoc and meet-me
With one-X® Portal users
active, a solution-wide limit of
750 conference channels
applies
No dynamic solution-wide
allocation supported, only static
via call flows.
Location of conference focus
determined by:
- ad-hoc at instigating users'
location
- meet-me at meet-me short
code execution location
Maximum
Conferences, per
DL360
85x3 85x3 85x3 85x3 85x3 No change in DL360 capacities
Maximum
Conferences, R630
85x3 170x3 170x3 85x3 170x3 No change in R630 capacities
Maximum
Conferences, R220
42x3 42x3 42x3 42x3 42x3 No change in R220 capacities
Maximum
Conferences, IP500
V2
42x3 42x3 42x3 42x3 42x3 No change in IP500 V2
capacities
Maximum conference
size, DL360
1x256 1x256 1x256 1x256 1x256 No change in DL360 capacities
Maximum conference
size, R630
1x256 2x256 2x256 1x256 2x256 No change in R630 capacities
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum conference
size, R220
1x128 1x128 1x128 1x128 1x128 No change in R220 capacities
Maximum conference
size, IP500 V2
2x64 2x64 2x64 2x64 2x64 No change in IP500 V2
capacities
Paging group size, per
DL360
128 128 128 128 128 Paging groups that include
users on a V2 Expansion are
limited to 64
Paging groups with SRTP
endpoints will reduce the
maximum size pro-rata up to
50%
Paging group size,
R630
256 256 256 256 256 Paging groups that include
users on a V2 Expansion are
limited to 64
Paging groups with SRTP
endpoints will reduce the
maximum size pro-rata up to
50%
Paging group size,
R220
128 128 128 128 128 Paging groups that include
users on a V2 Expansion are
limited to 64
Paging groups with SRTP
endpoints will reduce the
maximum size pro-rata up to
50%
Paging group size,
IP500 V2
64 64 64 64 64 Paging groups with SRTP
endpoints will reduce the
maximum size pro-rata up to
50%
Messaging/Recording
Mailboxes 2300 3000 3000 2300 3600 User or huntgoup mailboxes,
per solution
Maximum Solution
Voicemail/ Auto
Attendant channels
150 500 500 150 500 With dual VMPro active on
Secondary in 10.0.
Total solution capacity reduced
by 50% when only single
VMPro active
1 active recording channels
consumes one voicemail/AA
channel
Voicemail/ Auto
Attendants channels,
per DL360
(Primary/Secondary)
150 150 150 150 150 1 active recording channels
consumes one voicemail/AA
channel
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Voicemail/ Auto
Attendants channels,
per R630
(Primary/Secondary)
150 250 250 150 250 1 active recording channels
consumes one voicemail/AA
channel
Voicemail/ Auto
Attendants channels,
per R220
(Primary/Secondary)
75 75 75 75 75 1 active recording channels
consumes one voicemail/AA
channel
Maximum Solution
Recording/VRLA
channel capacity
150 500 500 150 500 With dual VMPro active on
Secondary in 10.0.
Total solution capacity reduced
by 50% when only single
VMPro active
1 active recording channel
consumes one voicemail/AA
channel
Maximum
Recording/VRLA
channel capacity, per
server
85 per R630
85 per
DL360
42 per R220
42 per IP500
V2
170 per
R630
85 per
DL360
42 per
R220
42 per
IP500 V2
170 per
R620
85 per
DL360
42 per
R210
42 per
IP500 V2
85 per
R630
85 per
DL360
42 per
R220
42 per
IP500 V2
170 per
R630
85 per
DL360
42 per
R220
42 per
IP500 V2
Capacities are per node, up to
the total solution capacity
1 recording channel takes 3
conference channels and one
licensed voicemail channel
Location of conference
channels used determined by
point of recording:
- ICR recording done at trunk
location
- User recording done at users'
location
- System recording at node
location.
Maximum BHCC 10,000
(Linux), 3,600 (IP 500V2)
Message store
capacity (hrs.)
2300 3000 3000 2300 3600
Single mailbox
maximum capacity
(mins.)
60 60 60 60 60 User or hunt group mailboxes
Total call recording
capacity (hrs.)
333 555 555 333 555 Avaya Contact Recorder
storage not included (separate
server or separate hard drive)
TTS Channels, R630 250 250 250 250 250 For 9.1, total solution support
2x when Secondary VMPro
active
TTS Channels,
DL360/R220
40 40 40 40 40 For 9.1, total solution support
2x when Secondary VMPro
active
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Voicemail Email users
– IMAP/SMTP/MAPI
2000 2500 2500 2000 3000 SMTP Voicemail forwarding to
Exchange Integration
– MAPI
490 490 490 490 490 Legacy Microsoft Exchange
Server two-way integration
Exchange Integration
– WS
2000 2500 2500 2000 3000 Microsoft Exchange Server
two-way integration
Productivity
one-X® Portal active
clients on Primary
DL360
750 750 750 750 750 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Increase in R9.1 supported
capacity for existing platform
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
one-X® Portal active
clients on Primary
R630
750 1250 1500 750 1500 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
one-X® Portal active
clients on Primary
R220
375 375 375 375 375 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Increase in R9.1 supported
capacity for existing platform
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
77
avaya.com
Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
one-X® Portal active
clients on separate
DL360
750 1500 1500 750 1500 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Increase in R9.1 supported
capacity for existing platform
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
one-X® Portal active
clients on separate
Dell R630
750 2500 3000 750 3000 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
one-X® Portal active
clients on separate
R220
750 750 750 750 750 Maximum including all one-X®
Portal client types of any mix,
including plugins. HTTP or
HTTPS. Not more than 50%
can be Windows
Communicator
Increase in R9.1 supported
capacity for existing platform
Lower call processing capacity
(BHCC) applies when one-X®
Portal users are active. Lower
solution conference capacity
applies when one-X® Portal
users are active.
Web Collaboration
capacity, Primary
DL360
21x3 ->
1x64
21x3 ->
1x64
21x3 ->
1x64
21x3 ->
1x64
21x3 ->
1x64
Web Collaboration must run
co-resident with the one-X®
Portal server
Web Collaboration
capacity, Primary
R630
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
Web Collaboration must run
co-resident with the one-X®
Portal server
Web Collaboration
capacity, Primary
R220
16x3 ->
1x48
16x3 ->
1x48
10x3 ->
1x32
16x3 ->
1x48
10x3 ->
1x32
Web Collaboration must run
co-resident with the one-X®
Portal server
Avaya Inc. – Confidential and Proprietary.
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Web Collaboration
capacity, separate
DL360
85x3 ->
2x128
85x3 ->
2x128
85x3 ->
2x128
85x3 ->
2x128
85x3 ->
2x128
Running on stand-alone one-X®
Server.
Web Collaboration
capacity, separate
R630
170x3 ->
2x256
170x3 ->
2x256
170x3 ->
2x256
170x3 ->
2x256
170x3 ->
2x256
Running on stand-alone one-X®
Server.
Web Collaboration
capacity, separate
R220
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
42x3 ->
2x64
Running on stand-alone one-X®
Server.
SoftConsole active
instances, Linux
Server/Expansion
10 10 10 10 10 No change in capacity
SoftConsole active
instances, V2
Expansion System
4 4 4 4 4 No change in capacity
SoftConsole active
instances, SE solution
32 50 50 32 75 Per node capacity cannot be
exceeded
Resilience
Server backup
extension/users
capacity, per DL360
1500 1500 1500 1500 1500 No additional capacity over
normal users
Avaya 16xx/96xx H.323
phones only
Server backup
extension/users
capacity, R630
2000 2500 3000 2000 3000 No additional capacity over
normal users
Avaya 16xx/96xx H.323
phones only
Server backup
extension/users
capacity, R220
750 750 750 750 750 No additional capacity over
normal users
Avaya 16xx/96xx H.323
phones only
Server backup
extension/users
capacity, V2
384 384 384 384 384 No additional capacity over
normal users
Avaya 16xx/96xx H.323
phones only
Maximum single
phone failover time
3 minutes 3
minutes
3 minutes 3 minutes 3
minutes
Typically just over 2 minutes
Maximum complete
server failover time,
minutes
20 25 30 20 20 Primary with 50% solution
maximum extensions/users,
voicemail active and hunt
groups.
No extensions/users already on
Secondary Server.
Avaya Inc. – Confidential and Proprietary.
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COMPAS ID: 172124
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Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum VMware
HA Host failover time,
Primary Server,
minutes
n/a 18 30 n/a 20 Primary with 50% solution
maximum extensions/users,
voicemail active and hunt
groups.
Alternate ESXi host available,
30 seconds delay timers.
Recommended vCPU and
RAM.
Maximum VMware
HA Host failover time,
1XP Stand-alone
Server, minutes
n/a 18 30 n/a 20 Stand-alone 1XP server with
50% solution maximum Power
Users
Alternate ESXi host available,
30 seconds delay timers,
recommend VM vCPU and
RAM
Directory
Centralized (external)
directory capacity
entries
7500 7500 7500 10000 10000 Over complete solution.
IP500 V2 limited to 2500
directory configuration entries
maximum.
11xx/12xx cannot support
above 1000
DECT R4 cannot support above
2000
Personal directory
capacity, Linux
100 per user
Total 70,000
per system
100 per
user
Total
70,000
per
system
100 per
user
Total
70,000 per
system
250 per
user
Total
100,000
per
system
250 per
user
Total
100,000
per
system
Total calculated at 28 average
per user
Personal directory
capacity, V2
100 per user
Total 10,800
per system
100 per
user
Total
10,800
per
system
100 per
user
Total
10,800 per
system
250 per
user
Total
10,800 per
system
250 per
user
Total
10,800
per
system
No change in IP500 V2
capacities
Call Log, Linux 60 per user 60 per
user
60 per
user
60 per
user
60 per
user
Last 60 retained. If hot-desked
to/from a V2 Expansion, only
30 retained.
Call Log, V2 30 per user 30 per
user
30 per
user
30 per
user
30 per
user
Last 30 retained.
HTTP/TFTP user list
capacity
2000 2500 3000 2000 3000 HTTP or TFTP.
11xx/12xx cannot support
above 1000 total (Centralized +
Users + hunt Groups).
DECT R4 cannot support above
2000 (Centralized + Users +
hunt Groups).
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
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avaya.com
Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
HTTP/TFTP HG list
capacity
300 500 500 300 600 HTTP or TFTP.
11xx/12xx cannot support
above 1000 total (Centralized +
Users + hunt Groups).
DECT R4 cannot support above
2000 (Centralized + Users +
hunt Groups).
Networking
DHCP server capacity,
DL360
1500 1500 1500 1500 1500 Avaya IP phone and general
DHCP client support
DHCP server capacity,
R630
2500 3000 3000 2500 3500 Avaya IP phone and general
DHCP client support
DHCP server capacity,
R220
750 750 750 750 750 Avaya IP phone and general
DHCP client support
DHCP server capacity,
IP500 V2
384 384 384 384 384 Avaya IP phone and general
DHCP client support
Minimum DHCP
server pools, Linux
150 150 150 150 150 Assumes 1 DHCP pool per
node
DHCP server pools,
IP500 V2
8 8 8 8 8 No change in IP500 V2
capacities
HTTP/S phone server
clients, DL360
1500 1500 1500 1500 1500 No change in DL360 capacities
HTTP/S phone server
clients, R630
2000 2500 3000 2000 3000
HTTP/S phone server
clients, R220
750 750 750 750 750 No change in R220 capacities
Startup/Availability
Phone service
availability after
restart, DL360/R630
1000 within
10 minutes
1000
within 10
minutes
1000
within 10
minutes
1000
within 10
minutes
1000
within 10
minutes
Able to make calls. 96xx phone
with DHCP, no upgrade. No
PoE or other data equipment
start-up times included
Phone service
availability after
restart, R220
500 within 5
minutes
500
within 5
minutes
500 within
5 minutes
500 within
5 minutes
500
within 5
minutes
Able to make calls. 96xx
phone with DHCP, no upgrade.
No PoE or other data
equipment start-up times
included
Phone service
availability after
restart, IP500 V2
384 within 5
minutes
384
within 5
minutes
384 within
5 minutes
384 within
5 minutes
384
within 5
minutes
Able to make calls. 96xx
phone with DHCP, no upgrade.
No PoE or other data
equipment start-up times
included
Avaya Inc. – Confidential and Proprietary.
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COMPAS ID: 172124
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avaya.com
Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Phone service
availability after VM
restart, VMware
1000 within
10 minutes
1000
within 10
minutes
1000
within 10
minutes
1000
within 10
minutes
1000
within 10
minutes
Restart via vCenter command.
Able to make calls. 96xx
phone with DHCP, no upgrade.
No PoE or other data
equipment start-up times
included
Recommended vCPU and
vRAM settings.
Phone upgrade
performance, DL360
200 per 50
minutes
200 per
50
minutes
200 per 50
minutes
200 per 50
minutes
200 per
50
minutes
For 96xx phone types: 16xx
and 46xx/56xx types are
typically quicker.
Phone upgrade
performance, R630
200 per 50
minutes
200 per
50
minutes
200 per 50
minutes 300 per
50
minutes
300 per
50
minutes
For 96xx phone types: 16xx
and 46xx/56xx types are
typically quicker.
Phone upgrade
performance, R220
100 per 50
minutes
100 per
50
minutes
100 per 50
minutes
100 per 50
minutes
100 per
50
minutes
For 96xx phone types: 16xx
and 46xx/56xx types are
typically quicker.
Phone upgrade
performance, IP500
V2
50 per 50
minutes
50 per 50
minutes
50 per 50
minutes
50 per 50
minutes
50 per 50
minutes
For 96xx phone types: 16xx
and 46xx/56xx types are
typically quicker.
Licensing
Licensing server 1 1 1 1 1 Primary as license server
Licensing client 31 149 149 31 149 No change in capacity
TAPI
Maximum 3rd party
TAPI sessions, Linux
5 5 5 5 5 An active one-X® Portal, ACCS
or IPOCC server counts as one
3rd party session for each and
every IP Office in a Multi-site
network.
Maximum BHCC 10,000.
All 1st party TAPI sessions
together count as one 3rd party
session. First time tested in
R10.0.
Maximum 3rd party
TAPI sessions, IP500
V2
3 3 3 3 3 An active one-X® Portal, ACCS
or IPOCC server counts as one
3rd party session for each and
every IP Office in a Multi-site
network.
Maximum BHCC 3,600.
All 1st party TAPI sessions
together count as one 3rd party
session. First time tested in
R10.0.
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
82
avaya.com
Feature
R9.1/9.1 FP
Sever
Edition
Capacity
R9.1
Select
Capacity
R9.1 FP
Select
Capacity
R10.0
Sever
Edition
Capacity
R10.0
Select
Capacity
Caveats / Comments
Maximum 3rd party
TAPI users per
session, R630
2000 2500 3000 2000 3000 Tested in R10.0
Maximum 3rd party
TAPI users per
session, DL360
1500 1500 1500 1500 1500 Tested in R10.0
Maximum 3rd party
TAPI users per
session, R220
750 750 750 750 750 Tested in R10.0
Maximum 3rd party
TAPI users per
session, IP500 V2
384 384 384 384 384 Tested in R10.0
Total TAPI controlled
users, R630
10000 12500 15000 10000 15000 1st party or 3rd party TAPI
users. First time tested in R10.0
Total TAPI controlled
users, DL360
7500 7500 7500 7500 7500 1st party or 3rd party TAPI
users. First time tested in R10.0
Total TAPI controlled
users, R220
3750 3750 3750 3750 3750 1st party or 3rd party TAPI
users. First time tested in R10.0
Total TAPI controlled
users, IP500 V2
1152 1152 1152 1152 1152 1st party or 3rd party TAPI
users. First time tested in R10.0
Music On Hold
Music On Hold
sources, Linux
32 32 32 32 32 Internal or external sources
Music On Hold
sources, IP500 V2
4 4 4 4 4 Internal or external sources
7.4. Virtualization Resource Profiles
The following table details the resource profiles that are supported for each application for use in Virtualized
Environment and Virtual Appliance Deployments.
7.4.1. Summary Table of Resource Profiles
Subject to final confirmation upon the completion of 10.0 testing
Resource Profile Users CPU
Cores
CPU
Allocated
(GHz)
CPU
Reservation
(GHz)
Memory
Allocated
(MB)
Memory
Reserved
(MB)
Hard
Disk
(GB)
IP Office Server Edition Primary
with Voicemail and one-X® Portal
20 2-2 6 5 4760 3661 100
50 3-5 9 8 4944 3802 100
100 4-7 14 12 4950 3820 100
200 5-8 15 13 4992 3840 100
500 5-8 15 13 7808 4109 130
Avaya Inc. – Confidential and Proprietary.
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Resource Profile Users CPU
Cores
CPU
Allocated
(GHz)
CPU
Reservation
(GHz)
Memory
Allocated
(MB)
Memory
Reserved
(MB)
Hard
Disk
(GB)
1000 6-10 20 16 8612 4532 140
2000 9-16 31 22 14212 6125 150
3000 13-23 45 32 20302 8750 160
IP Office Server Edition Primary
without one-X® Portal
20-100 2-4 7 6 2512 1933 100
IP Office Server Edition
Expansion
10 2-3 6 5 1152 887 100
50 2-3 6 5 1164 896 100
100 2-3 6 5 1172 900 100
200 2-3 6 5 1716 900 100
500 2-3 6 5 1716 903 100
750 2-3 6 5 1720 906 100
IP Office Application Server
50 2-3 6 5 3828 2944 100
100 2-3 6 5 3912 3008 100
250 5-9 18 16 4476 3443 100
750 8-13 26 21 11868 6247 100
Note: The CPU core clock speed affects the CPU Core range selection above. When the CPU is at the low end
toward 2GHz, use the higher number of CPUs. When the CPU speed is higher, for example 3.6GHz, use the lower
number of CPUs.
7.5. VMware ESXi Software Supported for Virtualized Environment
The following versions of VMware ESXi are supported with the IP Office R10.0 lineup of applications.
VMware ESXi IP Office R10.0
VMware ESXi 5.5
VMware ESXi 6.0
Note: VMware ESXi 5.0 and 5.1 are end of support by VMWare in 2016. Refer to VMWare.com support site for additional information
7.6. Supported OS and Browsers
7.6.1. Windows Operating Systems (PC)
Operating System Editions and Service Packs
Operating System Service
Pack Editions
Windows 7 32/64 SP1 Professional, Enterprise, Ultimate
Windows 8.1 N/A Pro, Enterprise
Avaya Inc. – Confidential and Proprietary.
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Operating System Service
Pack Editions
Windows 10 Pro (SMB), Enterprise
Server 2008 R2 (64 only) SP1 Standard
Server 2012 N/A Standard
Server 2012 R2 N/A Standard
Operating System Support - Server Components
Application
Win 7 Win 8.1(3) Win 10
Server
2008
R2
Server
2012 /
2012R2
32
bit
64
bit
32
bit
64
bit
32
bit
64
bit
64
bit
64
bit
Preferred Edition Server
(VMPro) N/A N/A N/A N/A N/A N/A N/A N/A
Standalone
... Plus UMS X X X X X X
... Plus Campaigns X X X X X X
... with IMS X X X X X X X X
... MAPI service for
VMPro on Linux X X X X
Contact Store Server X X X X X X X X
one-X® Portal for IP
Office Server X X X X X X
TAPI - 3rd Party &
TAPI WAV (4) (4) (4) (4) (4)
IP Office Contact Centre
(IPOCC) X X X X X X (1)
Note:
(1) IPOCC Server 2012R2
(2) N/A – Not Applicable
(3) As per Microsoft Win 8.1 is the replacement/Service Pack for 8.0 so we no longer support 8.0 -
http://windows.microsoft.com/en-GB/windows/service-packs-download#sptabs=win8other (link valid
16-Jun-2014)
(4) 64bit TAPI has not been tested.
Avaya Inc. – Confidential and Proprietary.
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Operating System Support - Thick Client Apps
Application Win 7 Win 8.1(3) Win 10 Server
2008R2
Server
2012 /
2012R2
32
bit
64
bit
32
bit
64
bit
32
bit
64
bit
32
bit
64
bit
64
bit
Preferred Edition
Client
SoftConsole X X X
Manager
SysMon
SSA
TAPI 1st Party (4) (4) (4) (4) (4)
TAPI WAV (4) (4) (4) (4) (4)
IP Office Video
Softphone (2) X X X X X X X
Avaya Windows
Communicator
(ACW)
(replaces Flare)
X X X
one-X® Portal
Plug-In for
Outlook
X X X
one-X® Portal
Plug-In for
Salesforce.com
X X X X X X X X X
Call Assistant X X X
Plug-In for MS
Lync 2013 / Skype
for Business
X X X
Web
Conferencing
(Adobe Flash and
Java Applet for
sharing)
X X X
IP Office Contact
Centre X X X
Notes: (1) With matching IE - use IEx-32bit on Win7-32bit, IEx-64bit on Win7-64bit
(2) Legacy support only
Please note that IP Office Native Salesforce.com Plug-in is no longer supported and refer to Avaya
Communicator for Web as an alternative solution.
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
86
avaya.com
7.6.2. Mac Thick Client Apps
Application OSX 10.7
Lion
OSX 10.8
Mountain
Lion
OSX 10.9
Mavericks
OSX
10.10
Yosemite
OSX 10.11
El Capitan
IP Office Video Softphone -
Version 4.0 X
Web Conferencing (Adobe
Flash and Java Applet for
sharing)
X
7.6.3. Chrome Apps
IPOCC – Agent
7.6.4. Browsers
Application IE10
(8) IE11
Microsoft
Edge
FFXX
(6)
Chrome
XX (6)
Safari
8
Safari
9
VMPro Campaigns
Client X X X X
VMPro UMS WebMail X X X X
Contact Recorder
Client (4) X X X X X
one-X® Portal for IP
Office Client
Web Conferencing
Web Manager
Web Control Page
D100 DECT Admin
IP DECT R4 Admin
Avaya Communicator
for Web X X X X X
Notes:
(1) With matching IE - use IE8-32bit on Win7-32bit, IE8-64bit on Win7-64bit (support is dependent on
the plugin used)
(6) The version for Firefox and Chrome used for testing will be set at the Quality Sprint stage.
(8) Only on Server 2012 (note Server2012R2 supports IE11)
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7.6.5. Other Applications
Exchange
Application Exchange
2010
Exchange
2013
Exchange
2016
VMPro UMS
one-X® Portal
(IM Presence)
Outlook
Application Outlook
2010
Outlook
2013
Outlook
2016
VMPro IMS X X X
TAPI (for
dialing)
VMPro UMS
IMAP
one-X® Portal
Outlook Plugin
7.7. Supported Hardware
Platform and features supported on the platform will be modified with the IP Office R10.0 release. Supported
platforms are:
IP500 V2 Control unit
IP Office for Linux (Server Edition, Virtualize Server Edition, Select)
IP Office software supports Server Edition hardware platforms; the Dell PowerEdge R630 server and the Dell
PowerEdge R220 server are the most current servers available. Please refer to section 7.3 Solutions Capacity and
Performance for additional information. The Dell PowerEdge R630 server support was introduced with IPO 9.1.4
SP (issued September 14, 2015).
The ETR Partner card will be supported with IP Office R10.0. Reference material code 700476039 IP OFFICE
500 VERSION 2 EXTENSION CARD ETR 6 and the changes made to Basic Edition and Partner mode support
elsewhere in this document.
Note: IP OFFICE 500 VERSION 2 EXTENSION CARD ETR 6 will be targeted to end of sales in late 2016.
Please look forward to the End-of-Sales Notice for further details.
Customers may migrate to IP Office R10.0 by purchasing an upgrade or by acquiring an upgrade as part of their
entitlement per the terms of their valid IP Office Support Services support contract, as applicable. Customers
migrating to IP Office R10.0 will be required to have an IP500 V2 control unit or supported servers with Server
Edition. IP500 base cards, trunk cards and expansion modules are supported with IP500 V2 control unit and may
migrate to the V2 control unit. Licenses will require a dongle swap to move from the IP500 key card to the IP500
V2 SD card.
All other Release 10.0 features are supported on all platforms. IP Office R10.0 Select features are supported with
Select material codes.
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IP400 Trunk and Station Modules supported in IP Office R10.0:
Analog trunk 16
Digital Station V2: 16 and 30 port variants
Phone V2: 16 and 30 port variants
Refer to the IP Office R9.1 Offer/Product Update document for IP400 cards that are no longer supported.
7.7.1. Avaya Common Servers Supported for New Orders for Virtual Appliance Deployments
IP Office is also shipped on the Avaya Common Server platforms for the IP Office Server Edition and IP Office
Contact Center. The Avaya common server models continue to be updated on a separate timeline following the
evolving roadmaps of the hardware providers. The current shipping servers for IP Office are the Dell Power Edge
R220XL for smaller deployments and the Dell Power Edge R630 for larger deployments. IP Office R10.0 still
supports all of the listed previous Common Servers although Avaya no longer ships them new.
Note: the older server models may have a different capacity limits as spelled out in section 7.3.
Avaya Common Server Material Codes – Large Servers (Green are actively shipped)
Material Code Description
383542 DELL R630 SERVER IP OFFICE SERVER
EDITION/UNIFIED COMMUNICATIONS
383555 DELL R630 SERVER IP OFFICE CONTACT CENTER
306961 DELL R620 SERVER IP OFFICE SERVER
EDITION/UNIFIED COMMUNICATIONS
339525 DELL R620 SERVER IP OFFICE CONTACT CENTER
270393 HP DL360 G7 SERVER IP OFFICE SERVER
EDITION/UNIFIED COMMUNICATIONS
Avaya Common Server Material Codes – Small Servers (Green are actively shipped)
Material Code Description
380223 DELL R220 XL SERVER IP OFFICE UNIFIED
COMMUNICATIONS
380225 DELL R220 XL SERVER IP OFFICE SERVER EDITION
EXPANSION
380226 DELL R220 XL SERVER IP OFFICE CONTACT
CENTER
302786 DELL R210 II XL SERVER IP OFFICE UNIFIED
COMMUNICATIONS
302788 DELL R210 II XL SERVER IP OFFICE SERVER
EDITION EXPANSION
306626 DELL R210 II XL SERVER IP OFFICE CONTACT
CENTER
269810 HP DL120 G7 SERVER IP OFFICE SERVER EDITION
270395 HP DL120 G7 SERVER IP OFFICE EXPANSION
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8.0 Product Documentation
8.1 Release Notes
Release Notes are a valuable asset when updating the system to the next release. This includes any bug fixes and
installation notes to make sure your update goes as smooth as possible. Release Notes are available at the Avaya
support center at http://support.avaya.com. Also see Product Support Notices (PCNs).
8.2 User and System Documentation
Detailed release information can be found in the following documents available with the Avaya IP Office R10.0
on DVD media or downloadable for free from Avaya Support at http://www.avaya.com/support
IP Office Platform Feature Description (Release 10.0)
IP Office Platform Solution Description (Release 10.0)
Technical Bulletin (Release 10.0)
IP Office Knowledgebase - Contains all administrator and user documentation for IP Office -
http://marketingtools.avaya.com/knowledgebase
The Avaya support site – Contains all administrator and user documentation for IP Office -
http://support.avaya.com
The Technical Bulletin and Release 10.0 Documentation will be available by GA:
Go to support.avaya.com
Select Find Documentation and Technical Information by Product Name under Downloads &
Documents
Enter ‘IP Office’ as your product
Choose ’10.0’ as your release
Click the ‘Documents’ radio button
Click ‘Enter’ to see all documentation
The latest version of the IP Office Platform Feature and Solution Description Documents, which define the IP
Office product in more detail, is found on the Avaya Partner Portal (www.avaya.com/salesportal) and will require
a valid Single Sign On (SSO) user name and password to view it online. They are also available from
support.avaya.com.
The following is a complete listing of product documents for IP Office R10.0 have been updated with new
information. Please use the search function available on http://www.avaya.com/support to find these documents.
IP Office R10.0 Product Documentation
Updated Documentation
Overview Documents
Avaya IP Office™ Platform Solution Description
Avaya IP Office™ Platform Feature Description
Avaya IP Office™ Platform Documentation Catalog
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Updated Documentation
Planning Documents
Avaya IP Office™ Platform Server Edition Reference
Configuration
Avaya IP Office™ Platform in a Branch Environment
Reference Configuration
Avaya IP Office™ Platform Security Guidelines
Deployment Documents
Installing and Maintaining Avaya IP Office™ Platform
Application Server
Deploying Avaya IP Office™ Platform SSL VPN
Service
IP Office™ Platform Locale Settings
Deployment Documents: IP Office Basic Edition
Embedded Voicemail Installation
Deployment Documents: Essential and Preferred Edition
Deploying Avaya IP Office™ Platform IP500/IP500
V2 Environment
Installing Avaya IP Office™ Platform Unified Communications
Module
Implementing Avaya IP Office™ Platform Voicemail Pro
Deployment Documents: Server Edition
Deploying Avaya IP Office™ Platform Server Edition
Deploying Avaya IP Office™ Platform Server Edition
Servers as Virtual Machines
Deployment Documents: Branch
Deploying Avaya IP Office™ Platform as an Enterprise Branch
with Avaya Aura® Session Manager
Deployment Documents: SoftConsole
Installing Avaya IP Office™ Platform SoftConsole
Deployment Documents: Contact Recorder and Contact Store
Installing Avaya IP Office™ Platform Contact
Recorder
Deployment Documents: Video
IP Office Video Collaboration – Installation Notes
Administration Documents: All Editions
Administering Avaya IP Office™ Platform with
Manager
Administering Avaya IP Office™ Platform with Web
Manager
Using Avaya IP Office™ Platform System Status
Application
Using Avaya IP Office™ Platform System Monitor
Administering Avaya IP Office™ Platform Voicemail Pro
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Updated Documentation
Administration: Branch
Administering Centralized Users for an IP Office™
Platform Enterprise Branch
Administration: one-X® Mobile
Administering Avaya one-X® Mobile for IP Office™
Platform
Administration: Communicator
Avaya Communicator Administration Guide
Administration: one-X® Portal
Administering Avaya one-X® Portal for IP Office™
Platform
Administration: Contact Recorder
Administering Avaya IP Office™ Platform Contact Recorder
User Documents: Web Self Administration
Avaya IP Office Web Self Administration
User Documents: Voicemail
IP Office Embedded Voicemail User Guide (IP Office Mode)
User Documents: Communicator
Using Avaya Communicator for iPad on IP Office™ Platform
Using Avaya Communicator for Windows on IP Office™
Platform
User Documents: one-X® Mobile
Using one-X® Mobile Preferred for IP Office™ Platform on
Android
Using one-X® Mobile Preferred for IP Office™ Platform on
Apple
User Documents: one-X® Portal
Using one-X® Portal for IP Office™ Platform
User Documents: SoftConsole
Using Avaya IP Office™ Platform SoftConsole
User Documents: Conferencing
Using Avaya IP Office™ Platform Web Collaboration
Phone Documents: Deployment
IP DECT R4 Installation
IP Office H.323 Telephone Installation
IP Office SIP Extension Installation
Phone Documents: User
IP Office 1403 Phone User Guide
IP Office 1408/1416 Phone User Guide
IP Office 1416 Telephone Quick Reference Guide
IP Office 1603 Phone User Guide
IP Office 1608/1616 Phone User Guide
IP Office 9500 Phone User Guide
IP Office 9600 Phone User Guide
Note: Always refer to the Avaya websites for the latest versions of product documentation.
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9.0 Avaya Learning
9.1. Avaya Learning Center
The Avaya Learning Center, www.avaya-learning.com, is the gateway to Avaya training and credential offers.
Avaya Sales and Services authorization requirements are outlined in the Avaya Solutions Authorization Policy
Guide located on the Avaya Connect Program site, www.avaya.com/avayaconnect.
At this time there are no new authorization requirements for IP Office R10.0. Existing IP Office authorized
partners are highly encouraged to take advantage of the following training offers specifically focused on
providing individuals holding current credentials the information they need to successfully sell, design and deploy
IP Office R10.0. With total focus on successful deployments, risk mitigation against needing reactive emergency
technical support and to protect and grow customer satisfaction, Avaya’s expectation is individuals will complete
this recommended training PRIOR TO attempting any sales, design or deployment of the new IP Office R10.0
offer.
Sales Curriculum (No Charge; On Demand) - Availability based on GA date (GA-60) Early July 2016
APSS - Avaya Midmarket Solutions Credential (APSS-1000)
Code Title Course
Duration (hrs)
Available Date
(based on GA
date)
Overview Courses:
4600W Avaya Midmarket Solutions Overview - Avaya IP Office Platform
10.0 0.5 1-Mar-16
Product Component Courses:
4601W IP Office Platform - Core Components 1.25 (however
variable based
on reading
time)
1-Mar-16
PID-01 Deployment - Appliance
PID-02 Deployment - Server
PID-03 Deployment -Virtualized Environment
PID-04 Powered by IP Office
4601W IP Office Platform - Core Components
1.25 (however
variable based
on reading time
PID-01 IPO Basic Edition
PID-02 IPO Essential Edition
PID-03 IPO Preferred Edition
PID-04 IPO Server Edition
PID-05 IPO Select Edition
Compliance Courses
1Z00010O Anti-Bribery/Anti-Corruption (ABAC) Compliance Training Module
for Business Partners 0.25 no change planned
Online Tests
4600T APSS Avaya Midmarket Solutions Online Test 1 1-Mar-16
OR
4600TCHS APSS Avaya Midmarket Solutions Online Test Chinese 1 1-Apr-16
APSS - Avaya Enterprise Team Engagement Solutions (APSS-1100)
Code Title Course
Duration
Change
Type
Available Date
(based on GA
date)
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
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APSS - Avaya Enterprise Team Engagement Solutions (APSS-1100)
Code Title Course
Duration
Change
Type
Available Date
(based on GA
date)
Overview Courses:
4300W Unified Communications Portfolio Overview 1 no change N/A
4311W Avaya Unified Communications Messaging Overview 1 no change N/A
4312W Avaya Aura Suite Licensing Sales 0.25 no change N/A
Product Component Courses:
4301W Avaya Unified Communications - Core Components 1.25
no change N/A
PID-01 CM - Communication Manager
PID-02 SM - System Manager
PID-03 SMGR - Session Manager
PID-04 CS1K - Communication Server 1000
PID-05 System Platform
PID-06 ASBCE - Session Border Controller Enterprise
PID-07 Presence
PID-08 AES - Application Enablement Services
4302W Avaya Unified Communications - Gateways and Endpoints 0.75 update 1-Mar-16
PID-01 Gateways no change N/A
PID-02 Branch Gateways update 1-Mar-16
PID-03 Endpoints - H.323 no change N/A
PID-04 Endpoints - SIP no change N/A
PID-05 H100 Series Video Collaboration Station no change N/A
4303W Avaya Unified Communications - Cloud and Virtualization 0.50
no change N/A PID-01 Cloud Enablement
PID-02 VE - Virtualized Environment
4304W Avaya one-X® Unified Communications Soft Clients 0.75
no change N/A
PID-01 Avaya one-X® Mobile
PID-02 Avaya one-X® Communicator
PID-03 Avaya one-X® Portal
PID-04 Avaya one-X® CES
4305W Avaya Unified Communications - Applications 1.0
no change N/A
PID-01 VDI Communicator
PID-02 ACE - Avaya Agile Communication Environment
PID-03 ALE - AvayaLive Engage
PID-04 IDE - Avaya Identity Engines
PID-05 AMS - Avaya Messaging Service
4307W Avaya Unified Communications Clients 0.75
no change N/A
PID-01 Avaya Communicator for Windows
PID-02 Avaya Communicator for iPad
PID-03 Avaya Communicator for iPhone
PID-04 Avaya Communicator for Android
PID-05 Avaya Communicator for MS Lync
4310W Avaya Unified Communications - Conferencing and
Collaboration 1
no change N/A
PID-01 Engagement Development Platform
PID-02 WebRTC
PID-03 Avaya Engagement Assistant Snap-Ins
PID-04 Avaya Call Park and Page Snap-Ins
PID-05 Avaya Engagement Designer
PID-06 Avaya Aura Conferencing
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APSS - Avaya Enterprise Team Engagement Solutions (APSS-1100)
Code Title Course
Duration
Change
Type
Available Date
(based on GA
date)
Online Tests:
4400T APSS Unified Communications Online Test 1 no change N/A
OR
4400TCHS APSS Unified Communications Online Test Chinese 1 no change N/A
Individuals new to the IP Office™ Platform should complete the appropriate credential curriculum below in
addition to the above training PRIOR TO attempting any sales, design or deployment of the new offer.
The Avaya Learning center at www.avaya-learning.com, provides the gateway to prepare you for the Avaya
professional credentials. The following credentials are relevant for the IP Office™ Platform Release 10.0.
Design Training
APDS - Avaya Midmarket Solutions
Folder Name Code Title Course
Duration
Delivery
Type
3705E
Knowledge Access: Avaya
Midmarket Solutions Overview and
Field Study
13.5h Virtual
Campus
OR
3720W Avaya Midmarket Solution Overview
(include PID for IP Office 10) 2h
WBT &
3740W Avaya Midmarket Solutions
Customer Field Study 2.5h WBT
2401T APDS Avaya Midmarket Solutions
Online Test 2h
Online Test
replacing
the current
3M02401A
(available
February
2016)
Renewing Your Current
Credential Renewing Your Credential
ACDS - Avaya Midmarket Solutions Design
Folder Name Code Title Course
Duration
Delivery
Type
Avaya Inc. – Confidential and Proprietary.
Use pursuant to the terms of your signed agreement or Avaya policy.
COMPAS ID: 172124
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ACDS - Avaya Midmarket Solutions Design
Folder Name Code Title Course
Duration
Delivery
Type
3715E
Knowledge Collection Access: Avaya
Midmarket Solutions (includes APDS
& ACDS)
52.5 Virtual
Campus
OR
3760C Designing Avaya Midmarket
Solutions 40h ILT
3780X Avaya Midmarket Solutions Design
Exam 2h
Pearson
Vue Exam
Renewing Your Current
Credential Renewing Your Credential
Implementation and Support Training
AIPS - 4000 IP Office™ Platform
Folder Name
Order
in
Folder
Code Title Course
Duration
Delivery
Type
Learning
Center
Deployment
To earn the AIPS: Take the
course and online test. 1st
course 7720C
Avaya IP Office™
Platform Basic
Integration and
Configuration
40 Hours
Instructor
Led
Classroom
Delivery
May 2016
Test 77720T
Avaya IP Office™
Platform Basic
Integration and
Configuration Test
Test 1 hour
Maintaining Your Competency 1st
course 2022W
What is New With IP
Office™ Release 10 WBT 2 hours Aug 2016
ACIS - 7790 Avaya Midmarket Team Engagement Solutions
Folder Name
Order
in
Folder
Code Title Course
Duration
Delivery
Type
Learning
Center
Deployment
To earn the ACIS: Take the
courses, online tests and exam: 1st
course 7720C*
Avaya IP Office™
Platform Basic
Integration and
Configuration
40 Hours
Instructor
Led
Training
May 2016
Note: 7720C and 7220T will be the
first course/test in the map for ACIS
Midmarket Customer Engagement
Test 77720T*
Avaya IP Office™
Platform Basic
Integration and
1 hour Online
Test May 2016
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with IP Office Contact Center. Configuration Test
Note: 7720C and 7220T will be the
first course/test in the map for ACIS
Midmarket Customer Engagement
with Avaya Call Center Select.
2nd
Course 7730C
Integrating Avaya
Midmarket Team
Engagement Core
Solutions
40 Hours
Instructor
Led
Training
April 2016
Test 77730T
Integrating Avaya
Midmarket Team
Engagement Core
Solutions Test
1 hour Online
Test May 2016
3
rd
course 7740C
Integrating Avaya
Midmarket Team
Engagement
Advanced Solutions
40 Hours
Instructor
Led
Training
April 2016
Exam 7790X
Avaya Midmarket
Team Engagement
Solutions Integration
Exam
2 hours Proctored
Exam Q2 2016
Maintaining Your Competency 1st
course 2022W
What is New With IP
Office™ Release 10 WBT 2 hours Aug 2016
ACSS - 3000 Avaya Midmarket Team Engagement Solutions
Folder Name
Order
in
Folder
Code Title Course
Duration
Delivery
Type
Learning
Center
Deployment
To earn the ACSS - Avaya
Midmarket Team Engagement
Solutions students need to
complete two credential
requirements:
Hold ACIS - Avaya Midmarket Team Engagement Solutions 7790
And
ACSS - Avaya Midmarket Team Engagement Solutions
Cred 1
1st
course 7820C
Troubleshooting
Methodology for
Avaya Midmarket
Team Engagement
Solutions
32 Hours
Instructor
Led
Training
Test 7820T
- Troubleshooting
Methodology for
Avaya Midmarket
Team Engagement
Solutions Test
2 hours Online
Test
2nd
course 7840C
- Supporting Avaya
Midmarket Team
Engagement
40 hours
Instructor
Led
Training
May 2016
Avaya Inc. – Confidential and Proprietary.
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Advanced Solutions
Exam 7890X
Avaya Midmarket
Solutions
Troubleshooting and
Maintenance Exam
coming
2 hours Exam June 2016
Maintaining Your Competency 1st
course 2022W
What is New With IP
Office™ Release 10 WBT 2 hours Aug 2016
9.2. Technical/ Knowledge Transfer
Additional knowledge building and learning on features and deployments of Avaya products are available via
Tech Transfer material.
Please refer to the link below for the next regularly scheduled Avaya Tech Transfer session.
https://sales.avaya.com/en/general/tech-transfers
10.0 Demo Solutions
Aligned with IP Office R10.0, three demo solutions with extensive demo features are also available to order. The
table below summarizes the requirements and demo capabilities in each demo platform.
IP Office R10.0
Power Demo
IP Office R10.0 Server
Edition/Virtualized
IP Office R10.0
Anywhere Demo
Platform /
Environment IP500 V2 Dell R210/220
Server / Virtualized
Linux / VMware
Laptop / PC
MS Windows with
VM Player
Demo
Features IP Endpoints*
Voicemail
Web Collaboration*
Avaya
Communicator*
one-X® Portal*
IP Endpoints*
Voicemail
Web Collaboration
Avaya
Communicator
one-X® Portal
IP Endpoints*
Voicemail
Web Collaboration
Avaya
Communicator
one-X® Portal
Software /
License
Upgrade
Download/upgrade
IPO R10 SW via
IPO Manager.
Order “IPO R10
Demo Bundle IP500
V2 License”
Download/upgrade
IPO R10 SW via
IPO Manager.
Order “IPO R10
Demo Bundle
Server
Edition/Virtualized
License”.
IPO/IPO-SL R10 LX
Install DVD
(Anywhere Demo
Mode)
Downloadable pre-
configured software
with licenses via
Avaya Support
Website.
Availability Aligned with R10
GA
Global Offer
Aligned with R10
GA
Global Offer
Aligned with R10
GA
Global Offer
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*Note: Capability may require additional hardware or software to interoperate with another Avaya product.
10.1. Power Demo
The IP Office Power Demo solution provides a fully licensed and functional IP500 V2 system for use in
demonstrations and is offered to Partners at a substantially reduced cost. For added simplicity, there is a custom
configuration file created specifically for the Power Demo system. There is also an option to purchase a custom-
made case to protect the system and make it easier to bring to your customer.
To order the new Power Demo solution or upgrade an existing IP Office Power Demo system, please refer to the
required material codes specified in Appendix A of the IP Office Anywhere and Power Demo Global Resource
Guide to secure the hardware and upgrade licenses. The IP Office Anywhere and Power Demo Global Resource
Guide document can be found on the Avaya Sales & Partner Portal for SME under “Tools and Processes” >
“Sales Tools” > “Small and Midmarket Demo Platforms” > “Power Demo Kit”. The link is also provided below.
https://sales.avaya.com/en/general/power-demo-kit
10.2. Server Edition / Virtualized
The IP Office Sever Edition or Virtualized Server demo solution provides a functional IP Office Sever Edition
system in Linux or VMware environment after completing the downloadable software installation from Avaya
Support site and the demo bundle license activation. It is for use in demonstrations and is offered to Partners at a
substantially reduced cost. Partners can provide their own server or purchase required hardware from Avaya.
To order the required demo bundle license for a new or an existing IP Office Sever Edition or Virtualized Server
demo system, please complete Appendix A of the IP Office Anywhere and Power Demo Global Resource Guide.
The IP Office Anywhere and Power Demo Global Resource Guide document can be found on the Avaya Sales &
Partner Portal for SME under “Tools and Processes” > “Sales Tools” > “Small and Midmarket Demo Platforms”
> “Power Demo Kit”. The link is also provided below.
https://sales.avaya.com/en/general/power-demo-kit
10.3. Anywhere Demo
The Anywhere Demo solution is a downloadable software package, which provides a fully functional IP Office
system or Server Edition system that runs on a laptop, allowing a sales person or sales engineer to conduct an IP
Office demo virtually anywhere. The software is pre-configured for added simplicity, but it also allows
customization of settings when a more specialized demo is required. The system is designed to work with just a
PoE switch and IP Phones.
For those requiring a more sophisticated demo capability, the Anywhere Demo will support Wireless Access
Points (WAP)-not provided for iPad and mobility use cases, and SIP trunks for external connectivity. An updated
version of the Anywhere Demo software incorporating the enhancements being delivered in IP Office R10.0 as
well as the option to demonstrate a multi-node Server Edition is planned for availability at the same time as the IP
Office software GA.
For additional details on the Anywhere Demo, please see the IP Office Anywhere and Power Demo Global
Resource Guide and IP Office Anywhere Demo Setup Guide. Both documents can be downloaded from the Avaya
Sales & Partner Portal under “Tools and Processes” > “Sales Tools” > “Small and Midmarket Demo Platforms” >
“Anywhere Demo Kit”. The link is also provided below.
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https://sales.avaya.com/en/general/anywhere-demo-kit
11.0 Product Ordering, Licensing and Pricing
The IP Office R10.0 offer is licensed based on the service and functionality required by each user in the solution.
This enables flexibly to configure the solution to the needs of the user today and upgrade, uplift or expand as
needs evolve in the future.
11.1. IP Office R10.0 DVD Sets
Avaya will make DVD media available to Avaya authorized distributor partners that have a current contract with
Avaya. DVDs will not be available from Avaya directly to reseller partners. Avaya authorized reseller partners
may purchase DVD media from their respective Avaya authorized distributors.
The following DVD sets will be available with IP Office R10.0. Check with your distributor for availability as
DVD media lags the general availability of the software on Avaya support site by 4 to 6 weeks:
Material
Code SAP Description
IP Office
Basic, Essential
& Preferred
Editions
IP Office
Server
Edition / IP
Office Select
IP Office
Application
s Server
(for Linux)
IP Office
Applications
Server
(Windows) [1]
700512892 IP OFFICE R10.0
USER/ADMIN DVD X X
700511213
IP OFFICE/IP OFFICE-
SL R10.0 LX
INSTALL DVD X X
700511214
IP OFFICE/IP OFFICE-
SL R10.0 VRTLZDLX
INSTALL DVD X X
Note: Unless expressly allowed in your prior written agreement with Avaya, it is prohibited to duplicate any DVD
media. If permitted duplication is expressly allowed in your prior written agreement with Avaya, then all copies of
the DVD media must contain an Avaya Proprietary Notice on the DVD.
The USER/ADMIN SET and Voicemail Pro will be delivered in a single DVD set. It also includes
documentation.
The Linux Installation DVD includes Server Edition, IP Office Select and Applications Server Linux
images. The software selection is done as part of the ignition process during installation.
The Virtualized Linux DVD includes Server Edition, IP Office Select and Applications Server Linux
images. They are ready to be deployed on a VMware equipped server.
[1]The Applications Server DVD is specifically for supporting applications on third party servers
deployed with Microsoft operating system instead of a Linux operating system.
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11.2. IP Office System SD cards
Avaya will make SD card media available to Avaya authorized distributor partners that have a current contract
with Avaya. SD cards will not be available from Avaya directly to reseller partners. Avaya authorized reseller
partners may purchase SD card media from their respective Avaya authorized distributors.
System SD cards supplied by Avaya contain all the system software required for the IP500 V2, including
expansion module and phone firmware binaries. An update to the latest IP Office software release may be
required to have the latest software on the SD card for the installation. This can be done in IP Office Manager
under SD card management. Please check for the latest available software on http://support.avaya.com/.
The only difference with R10.0 vs. R9.1 in an IP500 V2 system is the files on the SD card, which can be
updated. Upon GA, although Avaya updates the software load being burned on SD cards, these updates take
some time to get through the distribution chain as distributor and partner inventories are replenished with the new
software load. The material code of the SD card doesn’t change.
Partners are able to continue selling R9.1, should they wish to do so. When partners do the initial installation they
can install whatever release they have purchased and are standardized on. This IP Office process affords partners
the flexibility not to be tied to the date when we introduce a new release.
For IP Office R10.0 purchases, standard installation practice is to always load the latest version of software
available on Avaya support. This is recommended since from the time we shipped the SD card, Avaya may have
released a service pack on the current release, so it is always advised that the partners load the latest version.
This approach of being able to treat the SD card as a generic entity provides the flexibility to install whatever
release is required. Partners need not worry about changing material codes, about managing stock of different SD
cards, about holding off an order until the GA date because they want to ensure that they receive the new release
on the SD card.
The following System SD cards are available for use with IP Office R10.0 and are independent of a particular
release of IP Office.
Material Code SAP Description
700479702 IP OFFICE IP500 V2 SYSTEM SD CARD A-LAW
700479710 IP OFFICE IP500 V2 SYSTEM SD CARD MU-LAW
Norstar SD cards and Partner SD cards will no longer be sold. The SD card loaded with the R10 system binary
and image will support Basic Edition functionality.
Note: Basic Edition R10 will lag the general release of IP Office R10 and will be available with the September
service pack. Look for updates prior to GA of R10.
11.3. Upgrade to IP Office Release 10.0 License
To upgrade existing IP Office systems to IP Office R10.0, paid/transactional or entitled Edition upgrade/migration
licenses are required. Upgrading to IP Office R10.0 also involves a complete transition to PLDS licenses. As
such, a full set of migration or upgrade licenses will be required. This is different than previous releases.
A summary of the paid/transactional Edition upgrade/migration licenses are listed below and are purchased
separately. Different material codes are used for support entitled upgrades, if applicable, and they can be found in
Appendix C.
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NOTE: The complete set of upgrade material codes and details of the process to configure and order the
required R10.0 upgrade / migration licenses can be found in Appendix C. The complete set of net new material
codes for R10.0 that can be found in Appendix B.
Material Long Description Code Type
Basic Edition
Basic Edition ADI or PLDS Upgrades to R10
383715 IP OFFICE R10 BASIC EDITION MIG UPGRADE
PLDS
Paid Upgrade Code
(Applicable to Basic
Edition systems)
Essential Edition
PLDS Upgrades (starting in PLDS)
383729 IP OFFICE R10 ESSENTIAL EDITION UPGRADE
PLDS LIC:DS
Paid Upgrade Code
(Applicable to
Essential Edition
systems)
ADI Migrations to PLDS and upgrade to R10
383657 IP OFFICE R10 ESSENTIAL EDITION MIG UPG
LIC:DS
Paid Upgrade Code
(Applicable to
Essential Edition
systems)
Preferred Edition
PLDS Upgrades (starting in PLDS)
383731 IP OFFICE R10 PREFERRED VOICEMAIL PRO
UPGRADE PLDS LIC:DS
Paid Upgrade Code
(incremental to the
Essential Edition
Upgrade Code)
ADI Migrations to PLDS and upgrade to R10
383659 IP OFFICE R10 PREFERRED VOICEMAIL PRO
MIG UPG LIC:DS
Paid Upgrade Code
(incremental to the
Essential Edition
Upgrade Code)
Server Edition
PLDS Upgrades (starting in PLDS)
383732 IPO R10 SE/VRTLZD UPG PLDS LIC Paid Upgrade Code
ADI Migrations to PLDS and upgrade to R10
383660 IP OFFICE R10 SE /VRTLZD ADI MIG UPG LIC:DS Paid Upgrade Code
IP Office PLDS Upgrades
383762 IPO-SL 10 SE/VRTLZD UPG PLDS LIC Paid Upgrade Code
11.4. Software Upgrade Process
The technical process for upgrading the different IP Office platforms from previous software releases to Release
10.0 is described in the Release 10.0 Technical Bulletin where all software upgrades are addressed.
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To find the latest IP Office technical bulletin after the release is available:
1. Go to http://support.avaya.com/
2. If not previously selected, select IP Office, Select “products” or “change product” from the left menu and
type IP Office.
3. Click “Technical Tips” under “Documentation”
4. Select “IP Office”
5. Select “10.0” under “Select a Release”
11.5. Software Pricing
New versions and releases of IP Office R10.0 core and applications software are subject to two types of charges:
A charge for purchasing of media plus the associated handling costs
License fees for the purchase of specific new features introduced with this version of IP Office software
and purchasing of the required upgrade/migration licenses.
11.6. IP Office Software Applications and License Key Process
Generally Available (GA) IP Office software applications are orderable by Avaya authorized resellers from their
Avaya authorized distributor. Resellers must contact their respective distributors directly to purchase all IP Office
software applications. Each distributor implements a customized IP Office software purchasing and distribution
process for its network of resellers. These distributor specific internal processes are not covered in this document.
11.7. Licensing
In section 5.1.28, the key aspects of licensing simplification delivered in IP Office R10.0 were covered.
To re-cap, there are four major initiatives in this release intended to simplify IP Office licensing for both, this new
release and future releases of the product:
Full transition to PLDS licensing
Centralized licensing for Server Edition/Select
Automated A1S functionality for software license upgrades to IP Office R10.0
This section will provide a comprehensive review of all relevant licenses changes associated with the IP Office
R10.0 release.
11.8. Licensing Changes in IP Office R10.0
Full Transition to PLDS Licensing
Unlike earlier releases which supported both ADI and PLDS licensing, IP Office R10.0 will be licensed
exclusively in PLDS.
All IP Office R10.0 new systems must be provisioned with PLDS licenses. An IP Office R10.0 version of
PLDS software licenses is required for any IP Office R10.0 system.
Any upgrade to R10.0 from earlier releases will require a new set of R10.0 PLDS migration or upgrade
licenses. More details about upgrading software licenses to R10.0 are covered in Appendix C.
ADI licenses present on an IP Office R10.0 system will appear in the “Obsolete” status
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Appropriate IP Office R10.0 Edition licenses (Essential Edition, Preferred Edition, Server Edition or
Select Server Edition) are required for a system to operate with R10.0 software. Other licenses must be
purchased, depending on the feature requirements of the system.
For IP Office branch systems using WebLM, an IP Office R10.0 version of the WebLM license, in
addition to the appropriate R10.0 Essential or Preferred Edition licenses, are required to operate IP Office
R10.0 software. Other licenses must be purchased, depending on the feature requirements of the system.
License management will be supported in both IP Office Manager and Web Manager.
Both ADI and PLDS licenses will continue to be offered only for pre-IP Office R10.0 releases using ADI
or PLDS licensing.
Pre-IP Office R10.0 systems running either ADI or PLDS licenses must continue to order pre-R10.0
versions of licenses for any expansion or addition to an installed base pre-R10.0 system.
License activation in PLDS requires the use of the Host ID. Previously in ADI, the SD card feature key
or System Identification number was used to activate licenses.
The Host ID can be found in IP Office Manager (R9.1 or R10.0) or Web Manager (R10.0) in the License
tab.
For SD cards, the previous ADI feature key 10 digit number is pre-pended with 11 to represent the Host
ID in PLDS.
For Linux servers, the Host ID can be viewed in the License tab of IP Office Manager or Web Manager.
For SD cards and Avaya supplied Linux servers, the packaging label will include reference to the Host
ID.
The WebLM Host ID can be found in the WebLM interface under “Server Properties”
Information on PLDS including how to obtain access, support and training is available at:
https://sales.avaya.com/en/general/product-licensing-delivery-system-plds
Centralized Licensing for Server Edition/Select
Fully centralized licensing is being introduced for the Server Edition and the Select offering in this release
with the inclusion of a WebLM server located on the primary server.
In pre-IP Office R10.0 systems only certain licenses could be centralized on the primary server and
obtained by the secondary or expansion servers. Other licenses have to be present locally on the
secondary or expansion server.
With IP Office R10.0, all licenses can be fully centralized and consolidated into one license file residing
on the integrated WebLM server. The WebLM server is available on the primary server as part of the
solution under “Applications”.
The WebLM license view will display the licenses that are available and which system has acquired the
licenses.
WebLM is selected in the License Source tab. This is the default on new systems. All nodes in the Server
Edition or Select solution must have the same licensing source whether WebLM or Local.
When upgrading an existing pre-IP Office R10.0 Server Edition or Select solution, the license source will
remain as local. The system can then be changed to WebLM licensing, if desired.
Please refer to section 5.1.3 or 5.1.26 for additional details about centralized licensing in IP Office R10.0.
Other Specific Licensing Changes
Some of the virtual licenses that were present in pre-IP Office R10.0 systems will no longer exist in IP
Office R10.0. When upgrading to IP Office R10.0 these virtual licenses will be converted to actual PLDS
licenses. The list of virtual licenses potentially impacted is as follows (this will vary depending on the
specific system configuration) :
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o Virtual Essential Edition
o Virtual UCM Preferred Edition (for systems with a UCMv1 module)
o Virtual Avaya IP endpoints (for systems with VCM32/64v1 modules that provided 12 Avaya
endpoint licenses)
o Virtual Avaya IP endpoint licensers (for systems with legacy VCM channel migration licenses)
o Virtual Voice Mail Pro ports for Server Edition licenses where each Server Edition license
included two virtual Voice Mail pro licenses.
The legacy Windows softphone is not supported in IP Office R10.0 and will not function. The previous
virtual licenses provided when upgrading to R9.1 are no longer provided in R10.0. The Avaya
Communicator for Windows is the replacement.
The Softphone for MAC license is supported in IP Office R10.0, as it was in R9.1.
The Teleworker license will also enable the use of the Avaya Communicator for Windows. In earlier
releases, this was only available with Office Worker and Power User.
Support for the Avaya Softphone license for Basic Users for IP Office Cloud implementations. This
provides basic telephony functionality similar to Essential Edition (no video/presence/simultaneous
mode).
The Avaya Communicator for Web will no longer require a separate license. It will be supported with any
Office Worker or Power User on IP Office R10.0. Please refer to section 5.1.16 for additional details on
Avaya Communicator for Web integration and refer to the Avaya Communicator for Web Offer Definition
document which is downloadable in the link below.
https://sales.avaya.com/en/general/avaya-communicator-for-web
A new Media Encryption Disable license combined with the regular Server Edition license replaces the
Russian Federation version of the Server Edition license used in earlier releases. This is only applicable to
a small number of countries requiring this capability.
In earlier releases of IP Office software, two virtual Voice Mail Pro ports were provided per instance of
the Server Edition or Select Server Edition licenses. In IP Office R10.0, the PLDS licensing system will
add two Voice Mail Pro ports to any Server Edition or Select Server Edition license. These Voice Mail
Pro ports are always attached to their respective Server Edition or Select Server Edition license.
A new Teleworker to Power User uplift license will be introduced with the GA of IP Office R10.0. this
uplift will be piece part orderable only with the initial release
New screens have been added to Web Manager to support licensing.
The System ID behavior on Linux systems has been improved. The system ID on Linux systems is used
to generate the PLDS Host ID. If the system ID changes, then local licenses become invalid since the
PLDS Host ID will change. In this scenario, if changes to a configuration attribute will result in a change
of system ID, then a warning will be presented in the management interfaces prior to confirming the
configuration change. If the system ID changes, then the system will operate using the previous ID for a
30 day grace period. Please refer to technical product documentation on
https://support.avaya.com/downloads/ for additional details.
Partners are advised to check with the appropriate DevConnect developer partner if the system to be
upgraded is currently using any DevConnect 3rd
party applications. This is to ensure that there are no
compatibility or licensing implication to the 3rd
party application when the IP Office system is upgraded
to R10.0.
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Automated A1S functionality for software license upgrades to IP Office R10.0
With the full transition to PLDS licensing in IP Office R10.0, Avaya is introducing software licensing upgrade
quoting and ordering solution.
This fully automated A1S functionality will:
Support and simplify the transition from ADI to PLDS licensing as installed base systems are upgraded to
IP Office R10.0
Handle both paid (transactional) and entitled upgrade license quotation and ordering, thus eliminating the
manual IPOSS entitled upgrade license fulfillment process used for R9.1.
o Note: The IPOSS entitled upgrade license fulfillment process used for R9.1 will remain
unchanged for those wishing to upgrade to R9.1 as part of their IPOSS entitlement.
Incorporate additions and uplifts for simplicity and upsell opportunity when partners are quoting a
customer upgrade.
For more details about how to upgrade software licenses to IP Office R10.0, please refer to Appendix C: License
upgrade path to R10.0.
11.9. Avaya One Source (A1S)
IP Office R10.0 will be configured in the Avaya One Source (A1S) Configurator at GA. IP Office R9.1 will
continue to be available for configuration in the A1S configurator, if desired.
Any advanced design configured in A1S during the password control period must be updated by invoking the
“Configure Design” button in the quote, once the A1S configuration tool becomes GA status. This will ensure
that any changes made to configuration rules or pricing, between early controlled availability and the GA version
of A1S, are reflected in the final design
Note: The Quick Price tool for IP Office R10.0 will be available after GA. Watch for future updates to this
document for more information about exact timing. The QPT tool will remain available to configure R9.1 quotes
with ADI Licensing.
From the Avaya One Source landing page:
Americas & Asia: www.avaya.com/ebizn
EMEA: www.avaya.com/ebizu
Navigate to the followings:
Design/Quote / A1S Configurator
11.9.1. Deployment Options and Configurator Changes for New and Upgrade
Configurations
A1S Configurator:
For new orders, the A1S configurator supports the following model views.
IP Office for (SMB or Branch) – New System
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IP Office for Midmarket (Server Edition and Select) – New System
IP Office for Midmarket – Migrating Server Edition to IP Office Select
The summary below highlights the key new or modified configuration rules for IP Office R10.0 new systems.
ADI licenses will no longer be provisioned. Only PLDS licenses are available in this release.
CENTRALIZED LICENSING control has been enabled for the Midmarket model view on the
System Wide Options screen. If Centralized Licensing is “Yes”, then all the IP Office R10.0 material
codes will be provisioned on Location 1 (the primary server – to be used with the integrated WebLM
server).
Removal of the provisioning of separate Avaya Communicator for Web material codes as they are no
longer required with this release. Avaya Communicator for Web remote installation support remains
available as an option for systems configured with Office Workers or Power Users. See section 5.1.16
for additional details.
Provisioning of the H175 video collaboration station and the DECT 3745 handset (replacing the
3740)
Change of migration field to “IP Office ASSIP Migrations” to clarify that this field is only for ASSIP
scenarios
Incorporation of the increased capacity rules for IP Office Select.
The summary below highlights the key new or modified configuration rules for IP Office R10.0 Midmarket
migrations from Server Edition to Select.
Addition of an IP Office Server Edition R10.0 to IP Office Select R10.0 uplift path
o The requirement to provide the individual node Host ID information becomes optional
o All fields are open for entry of existing IP Office R10.0 Server Edition PLDS feature
quantities required. This information is most easily accessed from the PLDS license records
under the “features” tab.
o R10.0 Server Edition to R10.0 Select uplifts will no longer be subject to a validation hold
process. There is no change to the validation hold process remains that is in place for
migrations to IP Office Select R9.1.
For upgrade orders to IP Office R10.0, the A1S configurator supports the following new option:
IP Office R10.0 Software License Upgrade
This new option has been added specifically to support software license upgrade configuration and material
code provisioning required for upgrading to IP Office R10.0 with PLDS licensing. Please see Appendix C:
License Upgrade Path to IP Office R10.0 for additional details on how to upgrade software licenses for SMB
and Midmarket installed base systems.
Two paths are provided in the configurator: SMB/Midmarket and Branch.
Note: Please refer to the IP Office R10.0 Branch Offer Document for specific details on the software license
upgrade path for branch installations.
Avaya is currently assessing the development of a software license “Additions” functionality after the GA of
IP Office R10.0. Additional information will be provided in future revisions of this document.
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12.0 Product Licensing Process and Policies Please see Appendix D for details on Avaya’s Product Licensing Process and Polices.
13.0 Services and Support
Avaya customer & Avaya Business Partner PRIMARY point of contact is Avaya for both Dell and HP common
server hardware issues related to IP Office if the customer purchased the hardware from Avaya.
Details about escalation process please see at IP Office 10.0 Services Support Plan posted on:
https://ecm.avaya.com/wcc/faces/wccdoc?dID=2199158&dDocName=101015162
Path: https://ecm.avaya.com Avaya Library Avaya Client Services AGS Readiness Offer Portfolio Services Readiness Lifecycle Services Readiness Services Support Plans
13.1. Services Support Offers
Beginning with the launch of IP Office R10.0, IPOSS is required for all sales of Server Edition and Select and
upgrades to new major software releases. This also includes new/adds licenses and base licenses upgrading or
move/merge. For IP Office Basic, Essential and Preferred, IPOSS is optional with the exception of IP500 V2
systems in an SCN/Networked environment. IPOSS for Basic, Essential and Preferred will be on a per-server
model similar to the R9.1 offer.
For IP Office R10 demo systems, support service coverage is optional.
For all IP Office R10.0 systems, with the exception of a centralized branch configuration, IP Office Support
Services (IPOSS) is the service offer. If the IP Office configuration is a centralized branch, the support offer is
Support Advantage. See the Support Advantage portal page for information at
https://sales.avaya.com/en/pss/support-advantage.
IP Office Support Services (IPOSS)
Support services are a key element of the solution stack, and IP Office Support Services is tailored for the
Midmarket and SME business segment. IP Office Support Services protects your customer’s IP Office investment
with award-winning support backed by Avaya.
Flexible coverage options are available to meet your customer’s business needs. IPOSS is a partner-led support
offer and is available in either Co-Delivery or Wholesale delivery models. Either model can be bundled as part of
the partner’s own service offering to their customers and priced accordingly.
IPOSS pricing will remain unchanged for R10 launch, and is an exceptional value.
Remote Technical Support (RTS) coverage is required for your IP Office solution, with the exception of
systems that are running on a standalone 500v2 server, or IP Office demo systems . however; IPOSS RTS
coverage is also required if the partner is providing support coverage to the customer.
Access to software upgrades will continue to be included with the RTS. Uplift licenses must be purchased
separately to upgrade a system from Server Edition to IP Office Select.
Parts replacement coverage is an optional coverage
IPOSS coverage is priced per-server for all product editions. The intent is to move to a scalable pricing
model in the future.
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Eligible IP Office releases are R10.0 and R9.1 to purchase IPOSS coverage. Older releases must be
upgraded prior to IPOSS purchase, but after they are under IPOSS coverage, they can remain on the same
release as long as the IPOSS is renewed on time and that release is not End of Services Support (EoSS).
Systems that are not renewed on time will need to purchase a product upgrade to purchase IPOSS.
IPOSS will retain the popular features that enable the Process Simplicity and Speed of Commerce that is essential
for the Midmarket and SME business segment. Avaya continues to invest in further simplifying the process across
product and services and that will continue with Release 10.0.
IPOSS’ real-time customer account and Sold-To creation has been a popular feature, and we are
integrating it in the product licensing process to speed your customer onboarding.
The IPOSS ordering process is being centralized into Avaya One Source, including integration of Token
ordering features. This enables any type of IPOSS coverage to be ordered for the system in a single
motion, including Contact Center coverage.
IPOSS Renewals are now enabled in Avaya One Source Renewals configurator (A1SR).
With IP Office R10.0 licensing in PLDS, business partners will now have a single licensing
method. Systems covered under an active IPOSS contract will be entitled to no charge upgrade licenses
per the terms and conditions of their IPOSS support contract (installation not included). Please see
Appendix C for additional information on the IP Office R10.0 software license upgrade process.
For details on IPOSS coverage, please see the IPOSS Offer Definition and Services Agreement
Supplement (SAS) for details. https://sales.avaya.com/en/pss/ip-office-support-services
13.2. PCN/PSN Strategy
13.2.1. Product Correction Notices (PCNs)
Product Correction Notice (PCN) and installation support will be provided to all Avaya IP Office customers.
Customers with warranty and post warranty coverage will typically receive special consideration for the time
and material charges, if applicable, to a specific product and configuration. PCNs are a function of the life
cycle of the products. PCN installations will take place between the hours of 8am to 5pm (local time),
Monday through Friday, excluding Avaya recognized holidays. Special billing consideration will be given to
customers who either have an Avaya Service Agreement or are under warranty, up to but not exceeding an
installation absent of labor and material charges. The determination of PCN charges, if any, will be
determined on a case-by-case basis by Avaya. Customers who are listed as the technical contact will typically
be mailed a letter regarding the PCN notification.
When the need arises for Avaya to replace defective components, Avaya Labs will issue a Product Correction
Notice (PCN).
For a list of issued PCNs, go to the Avaya Support Center (http://support.avaya.com) and search under
Support for Product – Documents - for Product Correction Notices.
13.2.2. Product Support Notices (PSNs)
Product Support Notices which replace Service Alerts are issued by Tier 4 Engineers and/or Product
Managers to notify the field of technical workarounds, process information, or document
corrections/clarifications in addition to software/firmware updates and hardware replacements.
For a list of issued PSNs, go to the Avaya Support Center (http://support.avaya.com) and search under
Support for Product – Documents - for Product Support Notices.
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13.3. Technical Consulting System Support
Avaya provides help line support. To obtain additional support please call ATAC Pre-sales, Sales and Technical
support at 720-444-7700 or 888-297-4700 (US and AI), 720-444-7700 (CALA) or 44 183 309078 (EMEA) or 65
6872 2693 (APAC) or send email to [email protected].
You can also use the interactive support features available online to Open a Service Request, chat with a LIVE
agent and more by selecting the specific link associated with your country.
https://support.avaya.com/contact/
Avaya provides help line support to customers that have purchased a Support agreement through Avaya
Authorized Partners.
The Avaya GSS Management Escalation Activity (MEA) Process provides a means to engage our management
team to help manage your open service request issue with the appropriate technical resources and the proper sense
of urgency.
13.4. Enhanced Services Available
13.4.1. Remote Configuration Helpline
During the applicable service period, Avaya provides helpline support to customers which includes
answering any general usability questions regarding software or products and providing advice to help the
customer achieve a working solution. This includes directing customers to sections of the documentation that
may answer their question(s), clarifying the documentation, or recommending possible training courses. The
Remote Configuration Helpline’s assistance does not include help with design or customer LAN issues.
Customer specific programming, administration, and training support can be provided to the customer at
Time and Material rates. Alternately, support can be purchased through the Block of Time program.
Customers may call one of the phone numbers that follows, 7x24:
United States and Canada +1-800-225-7585
Other countries +1-720-44-GLOBE (45623)
Countries other than U.S., Canada, Caribbean, Latin America, and Asia Pacific:
Other international customers receive help line support from their channel partner under the terms and
conditions established with and by the channel partner. Customers who purchased product directly from
Avaya receive help line support from the in-country call receipt team.
13.4.2. Remote Access via Secure Access Link Gateway
A supported & functional remote access method is required for IPOSS and IPO support.
Completion of registration confirms remote accessibility and alarm transport functionality.
SSL/VPN and SAL access methods supported.
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SSL/VPN:
The SSL VPN solution is an integral element of the IP Office Support Services (IPOSS), allowing Avaya to
provide industry leading remote troubleshooting and technical support. Establishing the SSL VPN
connection to Avaya is greatly simplified by the automated on-boarding capability. The on-boarding process
includes inventory extraction, registration into Global Registration Tool (GRT) to create the installed base
record, and technical registration for the remote connectivity to Avaya.
Refer to the link below to download Deploying Avaya IP Office™ Platform SSL VPN Service.
http://www.avaya.com/support. The following video link demonstrates an actual SSL/VPN activation:
https://youtu.be/PtMMsePKPFw
Secure Access Link (SAL):
System Manager provides secure, rapid serviceability through Secure Access Link (SAL) to Avaya. SAL
uses the customer’s existing Internet connectivity to facilitate remote support. All communication is
outbound from the customer’s environment using encapsulated Hypertext Transfer Protocol Secure
(HTTPS). SAL requires upload bandwidth (customer to Avaya) of at least 720 kbps with latency no greater
than 150ms (round trip).
13.5. Warranty
If an IPOSS contract is not in place, the standard Avaya warranty provisions will apply.
Standard Warranty
IP Office will adhere to the standard Avaya end user warranty offered for all our products and services: one (1)
year return to factory for hardware repair or replacement, and 90 days for software. Warranty eligibility is
validated by Avaya upon receipt of a request. Partners should follow Avaya’s standard procedures on filing
warranty claims and remedies.
Avaya Client Applications are software products. Please see the applicable Avaya Warranty documentation on the
Avaya Sales & Partner Portal (https://sales.avaya.com/en/general/warranty-support-policy); or follow:
https://sales.avaya.com – Tools - Business Tools, Policies & Processes – Policy Information – Support Services
Policies - Warranty Policy.
Avaya’s Warranty Policy can also be accessed on support.avaya.com. The Link for Avaya Global Warranty
Policy for End Users can also be referenced at:
https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010
13.5.1. Post Warranty Support
Avaya service offers are required with your IP Office purchase. Please see Services Support Offers in section
13.1 for details. Service options are also available for advance parts replacement and other parts coverage.
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13.6. Lab Evaluation
13.6.1. Avaya Labs Field Support
The Avaya Labs Field Support organizations (CPE) are responsible for the following activities:
Provide escalation support for the GSS
Status all GSS (Backbone) escalations
Negotiate with Avaya Labs developers to secure fixes in a time frame necessary to meet customer
expectations
Assist in the development of procedures for product updates and PCN applications
Issue Modification Requests (MRs) against the application, as required
Function as a Subject Matter Expert to the product extended team, as necessary
Escalation to Avaya’s development team to work with third party development partners such as Dell,
GE Fanuc, or Red Hat’s Tier IV, etc., when appropriate
Populate NPST Field Support problem / resolution database for use by tiers 2 through 4
Compose Product Support Notices (PSNs) and Product Correction Notices (PCNs), when applicable
13.7. Registration
In order to receive support from Avaya Services, Avaya Customer and Avaya Channel Partners MUST register
their end user product information throught the Global Registration Tool (GRT).
Registering products is a pre-requisite for services support of Avaya Call Management System. Registration
establishes accurate inventory, test SAL connectivity, configure alarming (if necessary), and ensures proper on-
boarding of customers into all levels of Avaya support. General information on registration can be found at
https:/support.avaya.com/registration.
Avaya Global Registration Tool (GRT)
Both Direct and Indirect registration MUST go through the Global Registration Tool (GRT) process through
https://support.avaya.com. Please find this “Global Registration Tool (GRT) Overview and Job Aids” document
which will help you to perform the steps correctly.
The GRT tool can be directly accessed
https://grt.avaya.com/grt/ - IP Office Only
14.0 Avaya DevConnect
The Avaya DevConnect Program enables, supports, and extends the market reach of application developers and
technology companies to offer Avaya customers end-to-end solutions that address their business challenges.
Thousands of companies from around the world are program members, including hardware and software
developers, system integrators, telecommunications service providers and Avaya customers. These companies and
individuals offer products and solutions that complement and extend the value of Avaya investments, creating a
diverse range of solution capabilities for our customers.
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Developers of enhanced application solutions, regardless of platform or integration, share common needs for the
tools that will allow them to take full advantage of today’s market opportunities. The Avaya DevConnect Program
provides a framework for solution vendors to engage with Avaya, and Avaya with them, enabling these
companies to access an expanding range of interfaces, information, and technical support services.
For more information about Avaya’s DevConnect program, Software Developer Kits (SDK’s) and compliance
testing, please refer to the link below.
www.avaya.com/devconnect
Visit the DevConnect Marketplace link below to find out more about featured solutions, as well as direct links to
the DevConnect Select Products and SIP Service Provider solutions for IP Office and other Avaya products.
https://www.devconnectmarketplace.com/
15.0 Contact Information If you have pre-sales support questions regarding IP Office R10.0, please contact ATAC at 888-297-4700 or 720-
444-7700 (Hours of operation: 9 am EST – 8 pm EST) or your Avaya representative. -
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Appendix A: Glossary of Terms and Acronyms
Term Definition
A1S Avaya One Source
ACCS Avaya Contact Center Select
ADI Avaya Direct International
ASBCE Avaya Session Border Controller for Enterprise
ARS Alternative Route Selection
ASD Avaya Solution Designer
AVG Avaya VPN Gateway
BRI Basic Rate Interface (ISDN trunk)
CLI Command Line Interpreter
CSQT Consolidated Services Quoting Tool
DHCP Dynamic Host Control Protocol
DID Direct Inward Dial
EoSS End of Services Support
FQDN Fully Qualified Domain Name
GRT Global Registration Tool from Avaya
GSS Global Support Services from Avaya
IP Internet Protocol, part of the TCP/IP protocol stack
IPOCC IP Office Contact Center
IPOL IP Office on Linux (referred to IP Office Server Edition or Select)
IPOSS IP Office Support Services
ISDN Integrated Services Digital Network
IT Information Technology
LAC License Activation Code
LAN Local Area Network
LDAP Lightweight Directory Access Protocol
NAPT Network Address Port Translation
NAT Network Address Translation, used with Virtual Private Networks
NT Microsoft New Technology Operating System
OSSI Operations Support System Interface, a batch-oriented DEFINITY protocol
OVA Open Virtual Appliance
PLDS Product Licensing and Distribution System – the Avaya website tools used to download
licensing and software for Avaya products.
POS Point of Sale
PRI Primary Rate Interface (ISDN trunk)
PSTN Public Switched Telephone Network
RAID Redundant Array of Inexpensive Disks
RAS Registration, Authentication, and Status: the overall process of establishing communication
between an endpoint and a switch, in the H.323 protocol.
RTCP Real-time Control Protocol
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Term Definition
SAL Secure Access Link
SAP This isn’t an acronym, but rather the name of the company that sold an ordering and tracking
system to Avaya.
SBC Session Border Controller
SE Server Edition of IP Office
SCN Small Community Network
SGCP Simple Gateway Control Protocol
SI Streamlined Implementation process
SIP Session Initiation Protocol
SME Small and Medium Enterprise
SMTP Simple Mail Transfer Protocol
SNMP Simple Network Management Protocol
SPC Avaya Services Product Connect, which links the RTS / GSO to customer products via IP
SPE Service Price Element; associated with time and materials billing
SSL/VPN Secure Socket Layer/Virtual Private Network
Standard
Edition
A term that collectively refers to Essential Edition and/or Preferred Edition in IP Office R10.0
and serves to provide differentiation from Server Edition and Select Server Edition.
STUN Simple Transversal of UDP (User Datagram Protocol) through NAT (Network Address
Translation)
T.38 Procedures for real-time group 3 facsimile communications over IP Networks
TAC In-country Avaya Technical Assistance Center
TCP Transmission Control Protocol is a reliable end-to-end transport-level protocol which provides
error detection and correction, flow control, and sequencing; the Internet standard reliable
transport protocol
TCO Total Cost of Ownership
TFTP Trivial File Transfer Protocol
TIEU Technical Instructor - End User
TLS Transport Layer Security
TSAPI Telephony Services Application Programming Interface. TSAPI also is a key integration for
Outbound Call Management enabling call generation based on data base prompts.
TSC Technical Service Center
TSC-SS Technical Service Center Support System, replaced by Maestro
UC Unified Communications
UCM Unified Communications Module (enable UC Applications on IP500 V2)
UDP Uniform Dial Plan
UDP User Datagram Protocol, a connectionless protocol that, like TCP, runs on top of IP networks.
Unlike TCP/IP, UDP/IP provides very few error recovery services, offering instead a direct
way to send and receive datagrams over an IP network. It's used primarily for broadcasting
messages over a network in real time.
VOIP Voice Over Internet Protocol
VLSM VLSM is defined as a redefinition of the subnet mask, allowing for a more efficient allocation
of IP addresses within a traditional classful block. During administration, the user will input a
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Term Definition
Network Bits value between 1and 30 on the IP-Route form which will correspond to a
particular subnet mask.
VNMA Voice Network Management Assist offer, previously known as Qualnet
VPN Virtual Private Network
WAN Wide Area Network
XML Extensible Markup Language
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Appendix B: New IP Office R10.0 PLDS Licenses
The tables below include all of the net new and uplift IP Office R10.0 PLDS software license material
codes. These material codes can be purchased for new IP Office configurations or certain uplift scenarios.
They can be configured or ordered via merchandise. If ordered via merchandise, IPOSS per user support
coverage must be included with the order.
Please refer to Appendix C for the material codes used for upgrades to IP Office R10.0.
R10.0 PLDS Licenses (Net new, paid licenses) R10.0 SELECT PLDS Licenses (Net new, paid licenses)
Mat Code SAP Description Mat Code SAP Description
IP Office R10.0 Platform
382687 IPO R10 RECEPTIONIST 1 PLDS LIC 307318 IPO-SL 10 RECEPTS 1 PLDS LIC
382688 IPO R10 RECEPTIONIST 5 TRL PLDS LIC 307319 IPO-SL 10 RECEPTS 5 TRL PLDS LIC
382689 IPO R10 CTI PLDS LIC 307320 IPO-SL 10 CTI PLDS LIC
383070 IPO R10 CTI TRL PLDS LIC 307321 IPO-SL 10 CTI TRL PLDS LIC
383071 IPO R10 VM PRO 2 PLDS LIC 307322 IPO-SL 10 VMPRO 2 PLDS LIC
383072 IPO R10 3RD PTY IP ENDPT 1 PLDS LIC 307323 IPO-SL 10 3RD PTY IP END 1 PLDS LIC
383073 IPO R10 3RDPTY IPENDPT 5 TRLPLDS LIC 307324 IPO-SL 10 3RD PTY IP 5 TRL PLDS LIC
383074 IPO R10 TAPI WAV 4 PLDS LIC 307325 IPO-SL 10 TAPI WAV 4 PLDS LIC
383075 IPO R10 TTS WNDWS PLDS LIC N/A N/A
383076 IPO R10 TTS WNDWS TRL PLDS LIC N/A N/A
383077 IPO R10 3RD PTY TTS PLDS LIC N/A N/A
383078 IPO R10 3RD PTY TTS TRIAL PLDS LIC N/A N/A
383079 IPO R10 TTS PRO LINUX PLDS LIC 307326 IPO-SL 10 TTS PROLINUX PLDS LIC
383080 IPO R10 TTS PRO LINUX TRL PLDS LIC 307327 IPO-SL 10 TTS PROLINUX TRL PLDS LIC
383081 IPO R10 IPSEC VPN PLDS LIC 307328 IPO-SL 10 IPSEC VPN PLDS LIC
383082 IPO R10 IPSEC VPN TRL PLDS LIC 307329 IPO-SL 10 IPSEC VPN TRL PLDS LIC
383083 IPO R10 CONTACT RCDR PLDS LIC 307330 IPO-SL 10 CONTACT RECORDER PLDS LIC
383084 IPO R10 CONTACT RCDR TRL PLDS LIC 307331 IPO-SL 10 CONT RECORDER TRL PLDS LIC
383085 IPO R10 SIP TRNK 1 PLDS LIC 307332 IPO-SL 10 SIP TRNK 1 PLDS LIC
383087 IPO R10 IP500 VCE NTWK 4 PLDS LIC N/A N/A
383088 IPO R10 IP500 VCE NTWK 4 TRLPLDS LIC N/A N/A
383089 IPO R10 VM PRO UMS 1 PLDS LIC 307334 IPO-SL 10 VMPRO UMS 1 PLDS LIC
383090 IPO R10 VMPRO UMS 5 TRL PLDS LIC 307335 IPO-SL 10 VMPRO UMS 5 TRL PLDS LIC
383091 IPO R10 IP500 T1 ADD 2CH PLDS LIC 307336 IPO-SL 10 IP500 T1 ADD 2CH PLDS LIC
383092 IPO R10 IP500 E1 ADD 2CH PLDS LIC 307337 IPO-SL 10 IP500 E1 ADD 2CH PLDS LIC
383093 IPO R10 IP500 E1 ADD 8CH PLDS LIC 307338 IPO-SL 10 IP500 E1 ADD 8CH PLDS LIC
383094 IPO R10 IP500 E1 ADD 22CH PLDS LIC 307339 IPO-SL 10 IP500 E1 22CH PLDS LIC
383095 IPO R10 IP500 E1R2 ADD 2CH PLDS LIC 307340 IPO-SL 10 IP500 E1R2 2CH PLDS LIC
383096 IPO R10 IP500 E1R2 ADD 8CH PLDS LIC 307341 IPO-SL 10 IP500 E1R2 8CH PLDS LIC
383097 IPO R10 IP500 E1R2 ADD 22CH PLDS LIC 307342 IPO-SL 10 IP500 E1R2 22CH PLDS LIC
383098 IPO R10 PWR USER 1 PLDS LIC 307343 IPO-SL 10 PWR USR 1 PLDS LIC
383099 IPO R10 PWR USER 5 TRL PLDS LIC 307344 IPO-SL 10 PWR USR 5 TRL PLDS LIC
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R10.0 PLDS Licenses (Net new, paid licenses) R10.0 SELECT PLDS Licenses (Net new, paid licenses)
Mat Code SAP Description Mat Code SAP Description
383100 IPO R10 MBL-PWR USR 1 UPLT PLDS LIC N/A N/A
383101 IPO R10 OFF WK-PW USR1 UPLT PLDS
LIC
307345 IPO-SL 10 OFF WKR TO PWR 1 PLDS LIC
383102 IPO R10 TELEWORKER 1 PLDS LIC N/A N/A
383103 IPO R10 TELEWORKER 5 TRL PLDS LIC N/A N/A
383104 IPO R10 MOBILE WORKER 1 PLDS LIC N/A N/A
383105 IPO R10 MOBILE WORKER 5 TRL PLDS
LIC
N/A N/A
383106 IPO R10 OFF WORKER 1 PLDS LIC 307346 IPO-SL 10 OFF WRK 1 PLDS LIC
383107 IPO R10 OFF WORKER 5 TRL PLDS LIC 307347 IPO-SL 10 OFF WRK 5 TRL PLDS LIC
386990 IPO R10 BU UPLIFT TO TW 1 PLDS LIC N/A N/A
386991 IPO R10 BU UPLIFT TO MW 1 PLDS LIC N/A N/A
386992 IPO R10 BU UPLIFT TO OW 1 PLDS LIC 386994 IPO-SL R10 BU TO OW 1 PLDS LIC
386993 IPO R10 BU UPLIFT TO PU 1 PLDS LIC 386995 IPO-SL R10 BU TO PU 1 PLDS LIC
383110 IPO R10 AV IP ENDPT 1 PLDS LIC 307350 IPO-SL 10 AV IP ENDPT 1 PLDS LIC
383111 IPO R10 AV IP ENDPT 5 TRL PLDS LIC 382913 IPO R10 AV IP ENDPT 5 TRIAL PLDS LIC
383113 IPO R10 SOFTPHONE 1 PLDS LIC N/A N/A
383114 IPO R10 SOFTPHONE 5 TRL PLDS LIC N/A N/A
383115 IPO R10 VIDEO SOFTPH MAC 1 PLDS LIC 382915 IPO-SL 10 VIDEO SOFTPH MAC 1PLDS LIC
383116 IPO R10 V SFTPH MAC 5 TRL PLDS LIC 382916 IPO-SL 10 V SOFTPH MAC 5TRL PLDS LIC
383120 IPO R10 SM LINE SIP TRNK PLDS LIC 382917 IPO-SL 10 SM LINE SIP TRK PLDS LIC
383122 IPO R10 WEB COLLAB USER 1 PLDS LIC 382918 IPO-SL 10 WEB COLLAB USR 1 PLDS LIC
383123 IPO R10 WEB COLLAB 5 PLDS TRL LIC 382919 IPO-SL 10 WEB COLLAB 5 TRL PLDS LIC
383714 IPO R10 BASIC ED PLDS LIC N/A N/A
383125 IPO R10 ESSNTL ED PLDS LIC N/A N/A
383126 IPO R10 ESSNTL ED TRL PLDS LIC N/A N/A
383127 IPO R10 ESSNTL ED EVM 2CH PLDS LIC N/A N/A
383128 IPO R10 PREFRD VM PRO PLDS LIC N/A N/A
383129 IPO R10 PREFRD VM PRO TRL PLDS LIC N/A N/A
383130 IPO R10 SE PLDS LIC 382920 IPO-SL 10 SE PLDS LIC
383131 IPO R10 VRTLZD SE PLDS LIC 382921 IPO-SL 10 VRTLZD SE PLDS LIC
383132 IPO R10 Media Encr Disable PLDS LIC 382922 IPO-SL R10 Media Encr Disable PLDS LIC
388542 IP Office Virtual Server N/A N/A
383134 IPO R10 ACCS ENABLEMENT PLDS LIC 382924 IPO-SL 10 ACCS ENABLEMENT PLDS LIC
R10.0 Select Uplift PLDS Licenses (used when moving
from R10 Server Edition to R10 Select)
Mat Code SAP Description
383664 IPO R10 RECEPTS-SL UPLT PLDS LIC
383665 IPO R10 CTI-SL UPLT PLDS LIC
383666 IPO R10 VMPRO 1-SL UPLT PLDS LIC
383667 IPO R10 3PTY IP EP1-SL UPLT PLDS LIC
383668 IPO R10 TAPIWV 1-SL UPLT PLDS LIC
383669 IPO R10 TTS PROLNX-SL UPLT PLDS LIC
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R10.0 Select Uplift PLDS Licenses (used when moving
from R10 Server Edition to R10 Select)
Mat Code SAP Description
383670 IPO R10 IPSEC VPN-SL UPLT PLDS LIC
383671 IPO R10 CNTCT RCDR-SL UPLT PLDS LIC
383672 IPO R10 SIP TRNK 1-SL UPLT PLDS LIC
383673 IPO R10 VMPRO UMS 1-SL UPLT PLDS
LIC
383674 IPO R10 T1 ADD 1CH-SL UPLT PLDS LIC
383675 IPO R10 E1 ADD 1CH-SL UPLT PLDS LIC
383678 IPO R10 E1 R2 CH1-SL UPLT PLDS LIC
383681 IPO R10 PWR USR 1-SL UPLT PLDS LIC
383682 IPO R10 OFF WRK 1-SL UPLT PLDS LIC
383683 IPO R10 AV IP EDPT1-SL UPLT PLDS LIC
383685 IPO R10 VSFTPHN MAC-SL UPLT PLDS
LIC
383686 IPO R10 SM LN SIPTK-SL UPLT PLDS LIC
383687 IPO R10 WEB COLLAB1-SL UPLT PLDS
LIC
383688 IPO R10 SE-SL UPLT PLDS LIC
383689 IPO R10 VRTLZD SE-SL UPLT PLDS LIC
383695 IPO R10 Media Encr Disable SL UPLT PLDS
LIC
383692 IPO R10 SW ONLY SE-SL UPLT PLDS LIC
383693 IPO R10 ACCS ENBLMT-SL UPLT PLDS
LIC
The following IP Office Branch specific material codes are provided for reference only.
For more information on the IP Office Branch solution and the IP Office R10.0 Offer Document, please
refer to the Sales and Partner Portal link below.
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
IP OFFICE BRANCH SPECIFIC R10.0 PLDS Licenses
(Net new, paid and tracking licenses)
IP OFFICE BRANCH SPECIFIC R10.0 UPGRADE PLDS
Licenses (Net new, paid and entitled upgrade licenses –
other IP Office upgrade licenses are required )
Mat Code SAP Description Mat Code SAP Description
383117 IPO BRANCH R10 WEBLM PLDS LIC 383724 IPO BRANCH R10 WEBLM UPG PLDS LIC
N/A N/A 385844
IPOBRANCH R10 WEBLM ENTL UPGPLDS
LIC
383118 IPO BRANCH R10 CENTRL ENDPT PLDS
LIC
383725
IPO BRANCH R10 CTRL EPT UPG PLDS LIC
385642 IPO R10 IPENDPT-CM6 CORE STE PLDS
LIC
N/A N/A
383119 IPO R10 IPENDPT-CM7 CORE STE PLDS
LIC
N/A N/A
382802 IPO R10 VM PRO TRACKING N/A N/A
382803 IPO R10 E1/T1 TRACKING N/A N/A
382804 IPO R10 SIP TRUNKING TRACKING N/A N/A
382805 IPO R10 SA FOR BRANCH TRACKING N/A N/A
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Appendix C: License Upgrade Path to IP Office R10.0
Introduction
The IP Office R10.0 represents a significant point in the product life cycle, as product licensing
transitions fully to PLDS. The information in this appendix describes the process that will be used to
configure and procure the necessary software upgrade licenses required to upgrade to IP Office R10.0,
from an earlier release of software. This document focuses specifically on the SMB and Midmarket
software licensing upgrade process.
Note: There are some unique characteristics associated with IP Office Branch scenarios that require
different process steps. Please refer to the Sales and Partner Portal link below for details on upgrading
an IP Office Branch solution to R10.0.
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
The IP Office R10.0 software licensing upgrade process will be available via password control prior to
the general availability date. Please check the Sales Portal on a periodic basis, as readers can expect future
updates to this Offer Document that will include additional details as they become available.
Upgrade Software License Methodology
Pre-IP Office R10.0 software license requirements involved purchasing paid/transactional or acquiring
entitled upgrade licenses. These licenses took the form of a small or regular upgrade license for IP500 V2
systems running the Standard Editions or Server Edition upgrade licenses for the Midmarket solutions.
In IP Office R10.0, a new methodology will now be used whereby either paid or entitled Edition upgrade
licenses. The Edition upgrade licenses are required for systems running Basic Edition, Essential Edition,
Preferred Edition, Advanced Edition, Server Edition or Select on IP Office pre-R10.0 releases rather than
small or regular upgrade licenses.
The paid/transactional Edition upgrade licenses are summarized in section 11.3 and are also included in
the table below. There are equivalent entitled versions of these Edition upgrade licenses for systems
covered by an active IPOSS support agreement that includes upgrade entitlement. This is only part of the
requirement to move to IP Office R10.0 and all software licenses must transform to IP Office R10.0
versions, as described in the paragraph below.
In addition to the Edition upgrade licenses, in order to facilitate the transition from ADI licenses used on
earlier releases of software and to upgrade any IP Office systems already using PLDS on earlier releases
of IP Office software, upgrading to IP Office R10.0 requires a full set of migration or upgrade licenses, as
explained in more detail in subsequent sections of this appendix.
Why a Special Process for IP Office R10.0 Software Upgrade Licenses?
Over the years, IP Office has continually evolved to meet the needs of a dynamic and rapidly changing
communications landscape. As a result, the process to configure and order the required IP Office R10.0
software upgrade licenses is designed to address the broad and diverse nature of the pre-IP Office R10.0
installed base.
The IP Office R10.0 process will support the following:
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SMB Standard Editions (Basic Edition, Essential Edition, Preferred Edition, Advanced Edition)
running R6.0 software and above (where supported).
IP Office Branch* (Essential Edition, Preferred Edition) running R9.0 software and above.
Midmarket (Server Edition) running R8.1 software and above.
Midmarket Select (Select Server Edition) running R9.1.x software.
Systems using only ADI licenses.
Systems using only PLDS licenses.
Systems using a mix of ADI and PLDS licenses.
IP Office Branch* systems using SMGR WebLM PLDS licensing.
Paid/Transactional upgrades.
Entitled upgrades provided as part of an active IPOSS contract that includes upgrade entitlement
or an active SA/UA contract for IP Office Centralized Branch* solutions.
Features currently licensed and visible in either the ADI or PLDS Licensing systems.
Unlicensed features from earlier releases that are licensed in IP Office R10.0 such as Basic
Edition (for systems previously running Basic Edition/mode).
Virtual licenses that were provided inherently in the IP Office software but will either not be
available or will be provided with regular PLDS licenses as part of the upgrade process.
To support the wide array of conditions above, Avaya has invested in automation that will simplify the
process to obtain the necessary IP Office R10.0 upgrade software licenses.
The IP Office R10.0 process will not support the following:
SMB Standard Edition customers(e.g., Essential/Preferred), running on an IP500 V2, wanting to
upgrade and move directly into an IP Office R10.0 Server Edition or Select solution
o The Standard Edition system(s) must first be upgraded to IP Office R10.0 using this
special process.
o After the upgrade is completed, the PLDS move (re-hosting) capability can then be
leveraged by Partners to move the IP Office R10.0 customer licenses, as desired.
Server Edition customers wanting to upgrade and uplift directly into an IP Office R10.0 Select
solution
o The Server Edition solution must first be upgraded to IP Office R10.0 using this special
process.
o After the upgrade is completed, the A1S, R10.0 Server Edition to R10.0 Select Uplift
configurator can be used to uplift the solution to Select.
* Please refer to the Sales and Partner Portal link below for details on upgrading an IP Office Branch
solution to IP Office R10.0.
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
Avaya One Source (A1S) IP Office R10.0 Software License Upgrade Process
A simple, common process will be used to handle the configuration and procurement of upgrade software
licenses in the Avaya One Source (A1S) configurator. The IP Office R10.0 software license upgrade
process is only supported in the A1S tool. Due to the complexity and interaction with various internal
Avaya systems, Distributor tools will not support this functionality.
The process will involve the following steps:
Log into the A1S configure under “Create”
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Under “Product” select “IP Office R10 Software Upgrade”
Select “SMB (single node) or Midmarket (multi-node)
o Another selection of “Branch” is available however this path will only be covered in the
IP Office Branch R10.0 Offer document.
Upload the XML license migration file extracted from the IP Office system that is to be
upgraded.
o The XML file should be generated in advance from a live system containing all current
licensing.
o An IP Office R10.0 version of IP Office Manager is required to generate the XML file.
o For a Midmarket multi-node solution, a single XML file extracted on the primary server
will include all the necessary licensing information from all the nodes/locations in the
solution.
o The XML file provides a complete and comprehensive license “profile” of the IP Office
system.
When directed into the Node Management screen, the ADI feature key(s) and PLDS host ID(s)
are auto populated for review.
o Summary information is captured about the system from which the XML file was
extracted. This allows the user to validate that the correct XML file has been uploaded
into the quote.
If the user is requesting an entitled upgrade then the system will prompt the user to enter the
necessary contract ID information. The Sold To information for each node of the solution will be
auto populated upon retrieval of the contract information.
A1S will validate contract entitlement and will highlight whether a particular node/location is not
covered by a valid contact
o If the system or particular node is not covered by a valid support contract, the
configurator will provision paid/transactional upgrade licenses for that system or node.
If the user is requesting paid transactional upgrades, then no contract information is required to be
filled in.
The user clicks to accept the information in the Node Management screen and proceeds to
licensing configuration step.
Based on the content of the XML file, the configurator will auto populate the existing quantity of
the various licenses that were found to exist on the specific system/solution.
o As outlined earlier, these existing quantities could be sourced from any of the following:
ADI, PLDS, previously non-licensed features or previously virtual licensed features.
The user can adjust the target quantities, if changes to the existing licenses are desired to either
reduce quantities or to configure additional quantities. Any additional quantities will be
provisioned with new software licenses at standard pricing. Note: if there are PLDS licenses for
an existing license, you cannot set target below the existing.
Although the configurator is designed for the R10.0 upgrade software licenses, it does offer
additional flexibility. For example, if hardware replacement is required for existing or new
servers, support services can be attached.
At this point the quote can be completed and converted into an order.
The resulting order represents a standard PLDS order and the partner will subsequently receive a
PLDS License Activation Code (LAC) and can proceed into the PLDS licensing system to
download and activate the licenses against the target system PLDS host ID.
Note: Any advanced design configured in A1S during the password control period must be updated
by invoking the “Configure Design” button in the quote, once the A1S configuration tool becomes GA
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status. This will ensure that any changes made to configuration rules or pricing between early
controlled availability and the GA version of A1S, are reflected in the final design.
Pre-Requisites prior to creating a complete and accurate IP Office R10.0 software license upgrade
design configuration in the A1S tool.
Prior to creating an IP Office R10.0 software license upgrade design in the A1S tool, users must ensure
that the following pre-requisites are in place to ensure a successful design:
All licenses existing in ADI or PLDS for the target system must be loaded into the system prior to
extracting the XML file. The XML file is used as the single representation of license entitlement
and failure to load all licenses on the system will result in a loss of entitlement to these licenses.
All support contracts must be in place and valid at the time of quote creation, if a support entitled
upgrade is being requested. In this case, have a summary of the relevant contract numbers
available as these will be required as part of the quoting process. The quote validity date will be
set at the standard 60 days or the end date of the support contract, if less than 60 days. In a
Midmarket solution involving more than one node/location, the quote validity date will be set at
the standard 60 days or the shortest end date of all the applicable support contracts, if less than 60
days.
o The CSQT tool can be used to search for existing contract information. Link below
http://earlyrenewals.avaya.com/csqt/
o Access to CSQT is also available from the Avaya One Source landing page under
Design/Quote / CSQT
Generate the XML file with IP Office Manager using the new license migration functionality.
The XML file must be generated on a live system (not a stored config file).This is the most
important step as all upgrade configurations will require an accurate XML file.
Note: The IPOSS entitled upgrade license fulfillment process used for R9.1 will remain unchanged
for those wishing to upgrade to R9.1 as part of their IPOSS support entitlement.
Other Considerations and Terms & Conditions
Any advanced design configured in A1S during the password control period must be updated by
invoking the “Configure Design” button in the quote, once the A1S configuration tool becomes
GA status. This will ensure that any changes made to configuration rules or pricing between
early controlled availability and the GA version of A1S, are reflected in the final design.
The “Help” functionality in A1S will provide additional information, useful to a more complete
understanding of various functions within the upgrade configurator.
The CSQT tool can be used to obtain or verify support contract information.
For single node SMB solutions, the configuration tool will validate IPOSS contract coverage to
determine whether to provision paid or entitled versions of migration or upgrade material codes.
If the system is covered by a valid support contract and is eligible for an entitled upgrade, the
current support contract will continue to be in force until such time as a renewal is performed.
Any changes to user quantities will not impact current IPOSS coverage.
For single node SMB solutions without a valid IPOSS support contract, paid upgrade material
codes will be provisioned. The new per user IPOSS required attached support coverage will be
provisioned.
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For multi-node/location Midmarket solutions, the configuration tool will validate current IPOSS
support coverage to determine whether to provision paid or entitled versions of migration or
upgrade material codes. If all the nodes/locations are covered by a valid IPOSS support contract
and are eligible for entitled upgrades, the current support contact will continue to be in force until
such time as a renewal is performed. Any changes to user quantities will not impact current
IPOSS coverage.
For multi-node/location Midmarket solutions, if one or more nodes/locations do not have a valid
IPOSS support contract, paid upgrade material codes will be provisioned for those nodes.
Nodes/locations with eligible coverage will be provisioned the equivalent entitled version of the
migration or upgrade license. In addition, since all nodes are not covered, the entire solution will
be provisioned with the new per user IPOSS required attach support coverage.
The A1S tool interprets the results of the XML file and pre-populates existing license
entitlements. Users can generate a quote report to get more information about the breakdown of
their existing license entitlements (ADI, PLDS, virtual, non-licensed).
If additional quantities are requested, net new software licenses will be provisioned at standard
pricing.
If user uplifts are requested, paid uplift software licenses will be provisioned at standard pricing.
Existing ADI quantities can be reduced, if desired. Any action to reduce existing ADI quantities
is a one-time action and cannot be reversed. No future license entitlement will remain in ADI.
Existing ADI records will be marked as “converted” and will no longer be available through the
ADI system. This further reinforces the importance of ensuring that all licenses in the ADI
licensing system are present on the actual IP Office before extracting the XML file.
Existing PLDS licenses cannot be reduced below their current quantities, as PLDS must have an
equal number of upgrade licenses to the existing current quantities in order to successfully
execute the upgrade job. This further reinforces the importance of ensuring that the PLDS license
file existing on the system when the XML file was extracted is complete and reflects what is in
the PLDS licensing system.
Any upgrade of an IP500 V2 that includes a UCM V1 module will be subject to control. The
A1S tool will capture the serial number of the upgraded UCM V1. Once a specific upgrade order
has been placed on Avaya via EDI or Order Center, that specific UCM V1 will not be allowed
any more upgrades.
Multiple upgrade quotes can be created for any system or solution. The ADI records associated a
specific system or solution, will only be marked as “converted” once a specific upgrade order has
been placed on Avaya via EDI or Order Center. A1S will not allow any future quotes to be
prepared for any feature key / system identification number that has already been upgraded.
SD cards identified in the XML file as part of the quotation process and subsequently used for the
new IP Office R10.0 PLDS licenses from the upgrade, do not have to be returned to Avaya. This
is intended to reduce the effort required by both Avaya distributors and partners. The subject SD
card is intended to be retained and used with the upgraded system. All existing ADI records will
be removed from the ADI licensing system and no further activity will be allowed. Existing ADI
licenses will appear in an “Obsolete” status when co-residing with the new IP Office R10.0 PLDS
equivalent licenses.
For pre- IP Office R10.0 systems operating Advanced Edition, they will be upgraded to Preferred
Edition (similar to IP Office R9.1 upgrade behavior).
Virtual software licenses that remain supported in IP Office R10.0 will be provisioned with
equivalent PLDS licenses and will no longer be exist as virtual.
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Virtual or actual software licenses that are no longer relevant or not supported in IP Office R10.0
will not be carried forward as part of the license upgrade to IP Office R10.0. This is standard
release over release practice
In earlier releases of IP Office software, two virtual Voice Mail Pro ports were provided per
instance of the Server Edition or Select Server Edition licenses. When upgrading to IP Office
R10.0, the PLDS licensing system will add two Voice Mail Pro ports to any IP Office R10.0
Server Edition or Select Server Edition license. These Voice Mail Pro ports are always attached
to their respective Server Edition or Select Server Edition license.
To illustrate what Edition migration or upgrade license are required for the upgrade to R10.0, the
following pre- IP Office R10.0 examples are provided:
o Basic Edition requires Basic Edition migration or upgrade license (paid or entitled)
o Essential Edition requires Essential Edition migration or upgrade license (paid or
entitled)
o Preferred Edition requires both the Essential Edition and Preferred Edition migration or
upgrade license (paid or entitled)
o Advanced Edition requires both the Essential Edition and Preferred Edition migration or
upgrade license (paid or entitled)
o Server Edition requires the Server Edition migration or upgrade license (one per node,
paid or entitled)
o Select Server Edition requires the Select Server Edition migration or upgrade license (one
per node, paid or entitled)
It is important to ensure that the IP Office R10.0 PLDS upgrade license file is installed on the
system before attempting to perform the software upgrade to R10.0
IP Office R10.0 Upgrade Material Codes
Please refer to the tables below for a complete summary of paid/transactional or entitled material codes
that are used as part of the A1S software license upgrade process. The tables also include a brief
description of how the various types of migration or upgrade licenses are used. All material codes are
configurable only and cannot be added via merchandise (piece part ordering).
R10.0 ADI Migration PLDS Licenses (Transition from
ADI to PLDS for automated upgrades. These licenses
appear as net new in PLDS)
R10.0 Migration Select PLDS Licenses (Transition of
Virtual/Non-License Features to PLDS Select for automated
upgrades. These licenses appear as net new in PLDS)
Mat Code SAP Description Mat Code SAP Description
383630 IPO R10 RECEPTIONIST 1 ADI MIG LIC N/A N/A
383631 IPO R10 CTI ADI MIG LIC N/A N/A
383632 IPO R10 VM PRO 2 AID MIG LIC N/A N/A
383633 IPO R10 3RDPTY IP ENDPT1 ADI MIG LIC N/A N/A
383634 IPO R10 TAPI WAV 4 ADI MIG LIC N/A N/A
383635 IPO R10 TTS WNDWS ADI MIG LIC N/A N/A
383636 IPO R10 3RD PTY TTS ADI MIG LIC N/A N/A
383637 IPO R10 TTS PRO LINUX ADI MIG LIC N/A N/A
383638 IPO R10 IPSEC VPN ADI MIG LIC N/A N/A
383639 IPO R10 CONTACT RCDR ADI MIG LIC N/A N/A
383640 IPO R10 SIP TRNK 1 ADI MIG LIC N/A N/A
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R10.0 ADI Migration PLDS Licenses (Transition from
ADI to PLDS for automated upgrades. These licenses
appear as net new in PLDS)
R10.0 Migration Select PLDS Licenses (Transition of
Virtual/Non-License Features to PLDS Select for automated
upgrades. These licenses appear as net new in PLDS)
Mat Code SAP Description Mat Code SAP Description
383641 IPO R10 IP500 VCE NTWK 4 ADI MIG LIC N/A N/A
383642 IPO R10 VM PRO UMS 1 ADI MIG LIC N/A N/A
383643 IPO R10 IP500 T1 ADD 2CH ADI MIG LIC N/A N/A
383644 IPO R10 IP500 E1 ADD 2CH ADI MIG LIC N/A N/A
383645 IPO R10 IP500 E1R2 2CH ADI MIG LIC N/A N/A
383646 IPO R10 PWR USER 1 ADI MIG LIC N/A N/A
383647 IPO R10 TELEWORKER 1 ADI MIG LIC N/A N/A
383648 IPO R10 MOBILE WORKER 1 ADI MIG
LIC
N/A N/A
383649 IPO R10 OFFICE WORKER 1 ADI MIG LIC N/A N/A
383651 IPO R10 AV IP ENDPT 1 ADI MIG LIC 386883 IPO-SL R10 AV IP ENDPT 1 MIG LIC
383653 IPO R10 SFTPH 1 ADI MIG LIC N/A N/A
383654 IPO R10 VSFTPHN MAC 1 ADI MIG LIC 386884 IPO-SL R10 VSFTPHN MAC 1 MIG LIC
383655 IPO R10 SM LINE SIP TRNK ADI MIG LIC N/A N/A
383656 IPO R10 WEB COLLAB USER1 ADI MIG
LIC
N/A N/A
383715 IPO R10 BASIC EDITION MIGRATION
UPGRADE
N/A N/A
383736 IPO R10 BASIC EDITION MIGRATION
UPG ENTL
N/A N/A
383657 IPO R10 ESSNTL ED MIG UPG LIC N/A N/A
385842 IP OFFICE R10 ESSENTIAL EDITION
MIGRATION ENTL UPGRADE LIC:DS
N/A N/A
383658 IPO R10 ESSNT ED EVM 2CH ADI MIG
LIC
N/A N/A
383659 IPO R10 PREFRD VM PRO MIG UPG LIC N/A N/A
386996 IP OFFICE R10 PREFERRED VM PRO
MIGRATION ENTL UPG LIC:DS
N/A N/A
383660 IPO R10 SE/VRTLZD SE ADI MIG LIC N/A N/A
383733 IPO R10 SE/VRTLZD SE ADI MIG ENTL
UPG LIC
N/A N/A
383663 IPO R10 ACCS ENABLEMENT ADI MIG
LIC
N/A N/A
R10.0 Non-Select Upgrade PLDS Licenses (used for pre-
R10 PLDS upgrade path codes and required to perform a
PLDS upgrade job)
R10.0 Select Upgrade PLDS Licenses (used for R9.1 Select
to R10 Select use case and required to perform a PLDS
upgrade job)
Mat Code SAP Description Mat Code SAP Description
383696 IPO R10 RECEPTIONIST 1 UPG PLDS LIC 383738 IPO-SL 10 RECEPTS 1 UPG PLDS LIC
383697 IPO R10 CTI UPG PLDS LIC 383739 IPO-SL 10 CTI UPG PLDS LIC
383698 IPO R10 VM PRO 1 UPG PLDS LIC 383740 IPO-SL 10 VMPRO 1 UPG PLDS LIC
383699 IPO R10 3RDPTY IPENDPT1 UPG PLDS
LIC
383741 IPO-SL 10 3RDPTY IPEND1 UPG PLDS LIC
383700 IPO R10 TAPI WAV 1 UPG PLDS LIC 383742 IPO-SL 10 TAPI WAV 1 UPG PLDS LIC
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R10.0 Non-Select Upgrade PLDS Licenses (used for pre-
R10 PLDS upgrade path codes and required to perform a
PLDS upgrade job)
R10.0 Select Upgrade PLDS Licenses (used for R9.1 Select
to R10 Select use case and required to perform a PLDS
upgrade job)
Mat Code SAP Description Mat Code SAP Description
383701 IPO R10 TTS WNDWS UPG PLDS LIC N/A N/A
383702 IPO R10 3RD PTY TTS UPG PLDS LIC N/A N/A
383703 IPO R10 TTS PRO LINUX UPG PLDS LIC 383743 IPO-SL 10 TTS PROLINUX UPG PLDS LIC
383704 IPO R10 IPSEC VPN UPG PLDS LIC 383744 IPO-SL 10 IPSEC VPN UPG PLDS LIC
383705 IPO R10 CONTACT RCDR UPG PLDS LIC 383745 IPO-SL 10 CONTACT RCRDR UPG PLDS LIC
383706 IPO R10 SIP TRNK 1 UPG PLDS LIC 383746 IPO-SL 10 SIP TRNK 1 UPG PLDS LIC
383707 IPO R10 IP500 VCE NTWK1 UPG PLDS
LIC
N/A N/A
383708 IPO R10 VM PRO UMS 1 UPG PLDS LIC 383747 IPO-SL 10 VMPRO UMS 1 UPG PLDS LIC
383709 IPO R10 IP500 T1 CH1 UPG PLDS LIC 383748 IPO-SL 10 IP500 T1 CH1 UPG PLDS LIC
383710 IPO R10 IP500 E1 CH1 UPG PLDS LIC 383749 IPO-SL 10 IP500 E1 CH1 UPG PLDS LIC
383713 IPO R10 IP500 E1R2 CH1 UPG PLDS LIC 383752 IPO-SL 10 IP500 E1R2 CH1 UPG PLDS LIC
383716 IPO R10 PWR USER 1 UPG PLDS LIC 383755 IPO-SL 10 PWR USR 1 UPG PLDS LIC
383717 IPO R10 TELEWORKER 1 UPG PLDS LIC N/A N/A
383718 IPO R10 MOBILE WORKER 1 UPG PLDS
LIC
N/A N/A
383719 IPO R10 OFFICE WORKER 1 UPG PLDS
LIC
383756 IPO-SL 10 OFF WKR 1 UPG PLDS LIC
383720 IPO R10 AV IP ENDPT 1 UPG PLDS LIC 383757 IPO-SL 10 AV IP ENDPT 1 UPG PLDS LIC
383722 IPO R10 SFTPH 1 PLDS UPG LIC N/A N/A
383723 IPO R10 VSFTPHN MAC 1 UPG PLDS LIC 383759 IPO-SL 10 VSFTPHN MAC 1 UPG PLDS LIC
383726 IPO R10 SM LINE SIPTRNK UPG PLDS
LIC
383760 IPO-SL 10 SMLINE SIPTRK UPG PLDS LIC
383728 IPO R10 WEBCOLLAB USER1 UPG PLDS
LIC
383761 IPO-SL 10 WEBCOLLB USR1 UPG PLDS LIC
383729 IPO R10 ESSNTL ED UPG PLDS LIC N/A N/A
383737 IP OFFICE R10 ESS/PREF EDITION ENTL
UPGRADE PLDS LIC:DS
N/A N/A
383730 IPO R10 ESS ED EVM 1CH UPG PLDS LIC N/A N/A
383731 IPO R10 PREFRD VM PRO UPG PLDS LIC N/A N/A
383737 IP OFFICE R10 ESS/PREF EDITION ENTL
UPGRADE PLDS LIC:DS
N/A N/A
383732 IPO R10 SE/VRTLZD PAID UPG PLDS LIC 383762 IPO-SL 10 SE/VRTLZD UPG PLDS LIC
385843 IPO R10 SE/VRTLZD ENTL UPG PLDS LIC 385845 IPO-SL 10 SE/VRTLZD ENTL UPG PLDS LIC
383735 IPO R10 ACCS ENABLEMENT UPG PLDS
LIC
383766 IPO-SL 10 ACCS ENBLMNT UPG PLDS LIC
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Appendix D: Product Licensing Process and Policies
The following information defines license functions or operations as:
License
Transaction type: Description, Policy and Process
New New licenses for a New system instance
Add/Expansion New licenses for an existing system instance (not the same as move/merge)
Uplift Uplift license level to a higher one in release
Upgrade Upgrade from a lower release to a higher release
Subscription Upgrade – upgrades entitled through the purchase of Subscription; IP
Office Support Services (IPOSS) or Upgrade Advantage (UA) SS+U
Transactional Upgrade – Paid upgrade at time of transaction
Move The transaction of moving some existing licenses from an existing system instance (Donor)
to another system instance (Target); new or existing. Donor licenses must be at or
upgraded to release level of target and be in a License construct supported on the Target
system instance.
Moving Licenses Internationally (out of country of purchase) follow the Global License
Portability policy and processes at link below:
https://sales.avaya.com/en/general/standard-license-portability
Merge Merges are the consolidation of software licenses and/or port hardware from one or more
main servers (the “From” servers) to another existing main server (the “To” server).
Usually, this means that a customer is choosing to decommission the Donor system.
Moving licenses (ports and stations) is an integral part of merges and is the transaction of
moving all existing licenses from an existing system instance (Donor) to another system
instance (Target); new or existing. Donor licenses must be at or upgraded to release level
of target and be in a License construct supported on the Target system instance.
Merging Licenses Internationally (out of country of purchase) follow the Global License
Portability policy and processes at link below:
https://sales.avaya.com/en/general/standard-license-portability
Reduction As of Avaya Aura® R6 and beyond, license capacity reductions are managed via the Global
Licensing Policy by the use of the online License Move Request Form found at the link
below. It should be noted any reductions exercised do not retain any future residual value.
If the capacity is required in the future Add licenses must be purchased or Move from
another system (based on Move guidelines)
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L4U0AAK&Id
=a3j30000000L6p9AAC
Software Re-
Licensing
Avaya Software is not sold to the end-user customer, but remains the property of Avaya or
its third party suppliers. The end-user is granted a license to use the software subject to
payment of applicable license fees and other terms. When an end-user customer seeks to
transfer an Avaya “System,” which includes equipment and software or stand-alone
software products to a new owner, it is necessary for the new owner to obtain a software
license from Avaya before it is authorized to use the software. This software re-licensing
policy (“Policy”) addresses the requirements for re-licensing Avaya software. See Policy
at link
https://sales.avaya.com/documents/1399549441087
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Temporary License Requests
Temporary/Emergency licenses up to 30 days do not require product management or product operations
approval. Please call the Helpdesk and have it flagged as “Business Critical”.
Temporary licenses between 31-90 days with supporting orders such as upgrades, new, moves or orders
with errors/corrections do NOT require product management or product operations approval. Please call
the Helpdesk (Tier 3) to request a temporary license.
Temporary licenses between 31-90 days without supporting orders will require review by product
manager/product operations and will require business justification (i.e. business case); Call Helpdesk
(Tier 3) first, open case and have escalated to product operations /product management.
Avaya Helpdesk
For the USA, please call 1-866-AVAYA IT (+1-866-282-9248) or 303-354-8999
EU & GGM users should call +44 1483 309800
Canada and AI users should call +1 720 444 0130
APAC users should call +65 6872 8700
Germany (GSMB) users should call +49 69 7505 1234
Laboratory Trials
Customer lab systems must be ordered and purchased as per standard processes and can leverage the
partners MDF funds.
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Appendix E: Product Reference Information Links
Avaya Small and Medium Business Product Page
https://sales.avaya.com/en/pss/small-and-midmarket-business
Avaya Small and Midmarket Business Services and Support https://sales.avaya.com/en/pss/ip-office-support-services
Avaya IP Office™ Platform Product Page
https://sales.avaya.com/en/pss/ip-office
Avaya IP Office™ Platform Branch Product Page
https://sales.avaya.com/en/pss/uc-ip-office-in-the-branch
Product Compatibility Matrix to determine products release levels compatible with IP Office is
available on support.avaya.com at the link
https://support.avaya.com/CompatibilityMatrix/Index.aspx
Choose the Products you have in your environment to assess compatibilities
Technical Documentation for Avaya IP Office™ Platform can be found at
https://support.avaya.com/downloads/
Developer Community Information
Avaya DevConnect for Developer Community Information
https://www.devconnectprogram.com/site/global/home/p_home.gsp
Product Authorization, Credentials and Certifications on Avaya Connect Partner Program
https://sales.avaya.com/en/general/program-requirements
Product Licensing Delivery System (PLDS): Information on PLDS including how to obtain access,
support and training
https://sales.avaya.com/en/general/product-licensing-delivery-system-plds
License Portability: Detailed information on License Migrations & Merges is available at the Global
License Portability (GLP) Process and found under GLP project Documentation in Business Tools &
Processes Software Licensing & Fulfillment Standard License Portability
https://sales.avaya.com/en/general/standard-license-portability
Software Licensing Policy: A full description of Avaya's licensing policy and approach to re-licensing
for Avaya Communication Manager can be found under Global Licensing Policy project Documentation
in Business Tools & Processes Software Licensing & Fulfillment Standard License Portability
https://sales.avaya.com/en/general/standard-license-portability
Avaya Product Lifecycle Policy:
https://support.avaya.com/css/P8/documents/100081098
APS Application support team engagement process:
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https://confluence.forge.avaya.com/display/EPTADVANCEDAPPS/Advanced+Application+Support+Pr
ocess#overview
https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3j30000000L2IvAAK&cat=
Pre-Sales+Technical