Avaya Communication Manager Administering Avaya Aura

762 Pages·2010·3.49 MB·English

Administering Avaya Aura™
Communication Manager
Release 6.0
03-300509
Issue 6.0
June 2010
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2 Administering Avaya Aura™ Communication Manager June 2010
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Administering Avaya Aura™ Communication Manager June 2010 3
4 Administering Avaya Aura™ Communication Manager June 2010
Contents
Chapter 1: Introduction...........................................................................................................23
Overview.........................................................................................................................................................23
Purpose of this book.......................................................................................................................................23
Related resources...........................................................................................................................................24
Send us your comments.................................................................................................................................25
Chapter 2: System Basics......................................................................................................27
Logging into the System..................................................................................................................................27
Logging in for remote administration......................................................................................................27
Accessing the Avaya S8XXX Server...............................................................................................................28
Accessing the Avaya S8XXX Server Directly — connected to the services port...................................28
Accessing the Avaya S8XXX Server Directly — connected to the customer network...........................29
Accessing the Avaya S8XXX Server remotely over the network............................................................29
Using Avaya Site Administration.....................................................................................................................30
Installing Avaya Site Administration.......................................................................................................30
Starting Avaya Site Administration.........................................................................................................31
Configuring Avaya Site Administration...................................................................................................32
Logging in with Access Security Gateway......................................................................................................32
Logging in with ASG...............................................................................................................................32
Login messages..............................................................................................................................................33
Using the system default Issue of the Day.............................................................................................33
Setting Issue of the Day and Message of the Day.................................................................................34
Logging off the System....................................................................................................................................35
Logging off the System-Instructions.......................................................................................................35
Administering User Profiles and Logins..........................................................................................................35
Establishing Daylight Savings Rules...............................................................................................................36
Establishing Daylight Savings Rules - Instructions.................................................................................36
Displaying daylight savings time rules....................................................................................................37
Setting Time of Day Clock Synchronization....................................................................................................37
Setting the system date and time....................................................................................................................37
Displaying the system date and time......................................................................................................38
Related topics.........................................................................................................................................38
Using the Bulletin Board..................................................................................................................................38
Displaying messages..............................................................................................................................39
Posting a message.................................................................................................................................39
Deleting messages.................................................................................................................................40
Save translations.............................................................................................................................................40
Perform Backups.............................................................................................................................................41
Chapter 3: System Planning...................................................................................................43
System Configuration......................................................................................................................................43
Viewing a list of port boards............................................................................................................................44
Understanding equipment addressing............................................................................................................44
Dial plan..........................................................................................................................................................45
Understanding the Dial Plan...................................................................................................................45
Displaying your dial plan.........................................................................................................................46
Modifying your dial plan..........................................................................................................................46
Adding Extension Ranges......................................................................................................................46
Administering Avaya Aura™ Communication Manager June 2010 5
Multi-location dial plan............................................................................................................................47
Location numbers...................................................................................................................................48
Prepending the location prefix to dialed numbers..................................................................................48
Other options for the dial plan................................................................................................................49
Feature access codes............................................................................................................................49
Adding feature access codes.................................................................................................................49
Changing feature access codes.............................................................................................................50
Administering Dial Plan Transparency (DPT).........................................................................................50
Controlling the features your users can access..............................................................................................51
System-wide settings......................................................................................................................................52
Changing system parameters.........................................................................................................................52
WAN Bandwidth Limits between Network Regions.........................................................................................53
Considerations for WAN bandwidth administration................................................................................53
Setting bandwidth limits between directly-connected network regions...................................................54
Administering Treatment for Denied or Invalid Calls.......................................................................................55
Music-on-hold..................................................................................................................................................55
Adding an audio group...........................................................................................................................56
Adding a Music-on-Hold group...............................................................................................................57
Setting music-on-hold system parameters.............................................................................................57
Providing music-on-hold service for multiple tenants.............................................................................58
Receiving Notification in an Emergency..........................................................................................................59
Notifying a Digital Pager of an Emergency.....................................................................................................60
Other Useful Settings......................................................................................................................................62
Automatic callback if an extension is busy.............................................................................................62
Automatic hold........................................................................................................................................62
Bridging onto a call that has gone to coverage......................................................................................62
Distinctive ringing...................................................................................................................................62
Warning when telephones are off-hook..................................................................................................63
Warning users if their calls are redirected..............................................................................................63
Controlling the Calls Your Users Can Make and Receive...............................................................................63
Strategies for assigning CORs...............................................................................................................63
Allowing users to change CORs.............................................................................................................64
Station Lock....................................................................................................................................................65
Interactions.............................................................................................................................................65
Station Lock by time of day....................................................................................................................66
Screens for administering Station Lock..................................................................................................67
Chapter 4: Administering Communication Manager on Avaya S8xxx Servers.................69
Overview of administering Avaya servers.......................................................................................................69
H.248 Media Gateway administration.............................................................................................................69
Survivable Remote Servers configuration..............................................................................................70
Command line interface administration..................................................................................................71
Avaya S8xxx Server administration.................................................................................................................71
Accessing the System Management Interface.......................................................................................72
Accessing the Server Administration Interface.......................................................................................73
Server Administration Interface tasks.....................................................................................................73
System Platform Web Console overview........................................................................................................75
Enabling IP forwarding to access System Platform through the services port.......................................76
Accessing the System Platform Web Console.......................................................................................76
System Platform backup.........................................................................................................................77
Avaya Aura System Manager overview..........................................................................................................78
6 Administering Avaya Aura™ Communication Manager June 2010
Logging onto the System Manager web interface..................................................................................79
System Manager- Communication Manager capabilities Overview.......................................................80
Main and Survivable Remote split registration administration........................................................................81
Detailed description of main and Survivable Remote split registration...................................................81
Network design notes for split registration solution................................................................................83
Network region type description.............................................................................................................84
Split registration solution implementation procedures............................................................................84
Administrable Alternate Gatekeeper List for IP Phones..................................................................................86
Load balancing of IP telephones during registration..............................................................................88
How Alternate Gatekeeper Lists are built...............................................................................................89
Applications for AGL...............................................................................................................................89
Prevent unwanted C-LANs in the AGL example....................................................................................90
Pool C-LANS despite Network Region Connectivity issues example.....................................................92
AGL high-level capacities.......................................................................................................................95
Considerations........................................................................................................................................95
Interactions.............................................................................................................................................95
Administrable Alternate Gatekeeper List administration.........................................................................96
Troubleshooting scenarios and repair actions for AGL...........................................................................99
Related Documents for AGL...................................................................................................................99
Improved Port network recovery from control network outages......................................................................99
Network recovery configuration impacts on availability........................................................................101
Improved survivability administration....................................................................................................101
Call-processing Administration......................................................................................................................101
Communication Manager Access.........................................................................................................101
Communication Manager SAT CLI access...........................................................................................103
Administration screen and command summary...................................................................................107
Voice or Network Statistics administration.....................................................................................................110
SNMP Administration....................................................................................................................................112
Turning on access for SNMP ports at the network level.......................................................................112
SNMP traps administration...................................................................................................................113
SNMP agents administration................................................................................................................117
SNMP filters administration..................................................................................................................120
Chapter 5: Processor Ethernet setup..................................................................................125
Setting up the PE interface...........................................................................................................................126
Network port usage.......................................................................................................................................127
PE Interface configuration.............................................................................................................................129
Network Configuration..........................................................................................................................129
Duplication Parameters........................................................................................................................131
Configuring a Survivable Remote or Survivable Core Server.......................................................................133
Adding the PE as a controller for the H.248 gateways.........................................................................134
PE in Communication Manager Administration.............................................................................................134
Survivable Core Servers administration for PE....................................................................................135
Survivable Remote Servers administration for PE...............................................................................136
Adjuncts with PE...................................................................................................................................136
Load balancing for PE..........................................................................................................................137
Alternate Gatekeeper List (AGL) priorities............................................................................................138
Chapter 6: Managing Telephones........................................................................................139
Before You Start............................................................................................................................................139
Adding new telephones.................................................................................................................................140
Gathering necessary information..........................................................................................................141
Administering Avaya Aura™ Communication Manager June 2010 7
Connecting the Telephone physically...................................................................................................142
Obtaining display labels for telephones................................................................................................142
Adding a new station............................................................................................................................143
Changing a station................................................................................................................................145
Duplicating Telephones.................................................................................................................................145
Adding multiple call center agents................................................................................................................146
Using an alias................................................................................................................................................147
Customizing your Telephone.........................................................................................................................148
Upgrading telephones...................................................................................................................................149
Swapping telephones....................................................................................................................................149
Automatic Customer Telephone Rearrangement..........................................................................................150
How calls are processed during a move...............................................................................................151
Using ACTR to move telephones.........................................................................................................152
Terminal Translation Initialization..................................................................................................................152
Merging an extension with a TTI telephone..........................................................................................153
Separating TTI from a telephone..........................................................................................................154
Troubleshooting TTI..............................................................................................................................154
Removing telephones...................................................................................................................................156
Adding a fax or a modem..............................................................................................................................158
Enabling transmission over IP networks for modem, TTY, and fax calls.......................................................159
IP Softphones................................................................................................................................................159
Enabling the system to use IP softphone.............................................................................................161
Road Warrior Mode..............................................................................................................................161
Adding a telecommuter mode...............................................................................................................163
Troubleshooting IP Softphones............................................................................................................163
IP Telephones...............................................................................................................................................164
Adding an IP telephone........................................................................................................................164
Changing from dual-connect to single-connect IP telephones.............................................................165
Setting up emergency calls on IP telephones......................................................................................167
Remote office setup......................................................................................................................................168
Adding Remote Office to Communication Manager.............................................................................168
Setting up a trunk group.......................................................................................................................170
Setting up a signaling group.................................................................................................................170
Setting up Remote Office on network regions......................................................................................171
Adding telephones to Remote Office....................................................................................................172
Updating files in the 2410, 2420, 1408, and 1416 DCP telephones.....................................................172
Preinstallation tasks for firmware download.........................................................................................173
Downloading the firmware file to Communication Manager.................................................................173
Downloading firmware to a single station.............................................................................................174
Downloading firmware to multiple stations...........................................................................................175
Displaying firmware download status...................................................................................................176
Disabling firmware downloads..............................................................................................................176
Native Support of Avaya 1408 and 1416 digital telephones.................................................................177
Administer location per station......................................................................................................................178
Preparing to administer location number on Station screen.................................................................178
Setting up location number on Station screen......................................................................................179
Chapter 7: Telephone Features............................................................................................181
Adding feature buttons..................................................................................................................................181
Increasing Text Fields for Feature Buttons....................................................................................................182
Enabling extended text fields for feature buttons..........................................................................................182
8 Administering Avaya Aura™ Communication Manager June 2010
Restricting customization of feature button types.........................................................................................183
Telephone Feature Buttons Table.................................................................................................................184
Abbreviated Dialing Lists...............................................................................................................................202
Setting up a station to access a new group list....................................................................................203
Adding Abbreviated Dialing Lists..........................................................................................................204
Troubleshooting abbreviated dialing lists..............................................................................................204
Bridged Call Appearances............................................................................................................................206
Setting Up Bridged Call Appearances..................................................................................................207
When to use Bridged Call Appearances...............................................................................................208
Extension to Cellular.....................................................................................................................................208
Extension to Cellular Setup Table.........................................................................................................209
Setting Up Extension To Cellular Feature Access Button.....................................................................210
Terminal Self-Administration..........................................................................................................................211
Setting Up Terminal Self-Administration...............................................................................................212
Fixing Problems in Terminal Self-Administration..................................................................................213
Enterprise Mobility User................................................................................................................................214
System Requirements — EMU.............................................................................................................214
Configuring your System for the Enterprise Mobility User....................................................................215
Setting EMU options for stations..........................................................................................................216
Defining options for calling party identification.....................................................................................216
Activating EMU.....................................................................................................................................217
Deactivating EMU.................................................................................................................................218
Chapter 8: Managing Attendant Consoles..........................................................................219
Attendant Consoles.......................................................................................................................................219
302A/B Console....................................................................................................................................221
302C Console.......................................................................................................................................222
302D Console.......................................................................................................................................223
Adding an Attendant Console.......................................................................................................................224
Attendant Console Feature Buttons..............................................................................................................225
Setting Console Parameters.........................................................................................................................231
Removing an Attendant Console..................................................................................................................231
Providing Backup for an Attendant................................................................................................................233
Chapter 9: Managing Telephone Displays...........................................................................235
Display Administration...................................................................................................................................235
Displaying ANI Calling Party Information......................................................................................................235
Displaying ICLID Information........................................................................................................................236
Setting the Display Language.......................................................................................................................236
Administering Unicode Display.............................................................................................................237
Unicode Native Name support..............................................................................................................240
Fixing Problems....................................................................................................................................243
Related Topics......................................................................................................................................244
Setting the Directory Buttons........................................................................................................................244
Chapter 10: Handling Incoming Calls..................................................................................247
Basic Call Coverage......................................................................................................................................247
Adminstering system-wide call coverage characteristics.....................................................................247
Advanced call coverage................................................................................................................................250
Covering calls redirected to an off-site location....................................................................................250
Defining coverage for calls redirected to external numbers.................................................................251
Defining time-of-day coverage..............................................................................................................252
Administering Avaya Aura™ Communication Manager June 2010 9
Creating coverage answer groups........................................................................................................253
Call Forwarding.............................................................................................................................................253
Determining extensions having call forwarding activated.....................................................................254
Setting up call forwarding for users......................................................................................................255
Allowing users to specify a forwarding destination...............................................................................256
Changing the forwarding destination remotely.....................................................................................256
Allowing users to change coverage remotely.......................................................................................257
Enhanced Call Forwarding............................................................................................................................258
Activating Enhanced Call Forwarding Using a feature button..............................................................259
Activating Enhanced Call Forwarding Using a feature access code....................................................259
Deactivating enhanced call forwarding using a feature button.............................................................260
Deactivating enhanced call forwarding using a feature access code...................................................260
Reactivating enhanced call forwarding using a feature button.............................................................261
Reactivating enhanced call forwarding using a feature access code...................................................262
Displaying Enhanced Call Forwarding Status Using a Feature Button................................................262
Displaying Enhanced Call Forwarding Status Using a Feature Access Code......................................263
Activating Enhanced Call Forwarding from an off-network phone........................................................263
Deactivating Enhanced Call Forwarding from an off-network phone...................................................264
Activating Enhanced Call Forwarding from a phone with console permissions...................................264
Deactivating Enhanced Call Forwarding from a phone with console permission.................................265
Night Service.................................................................................................................................................265
Setting up night station service to voice mail........................................................................................266
Setting up night console service...........................................................................................................267
Setting up night station service.............................................................................................................268
Setting up trunk answer from any station.............................................................................................269
Setting up external alerting night service..............................................................................................270
Sending LDN calls to the attendant during the day and to the TAAS bell at night................................271
Setting up trunk group night service.....................................................................................................271
Setting up night service for hunt groups...............................................................................................272
Call Pickup....................................................................................................................................................273
Call Pickup Alert...................................................................................................................................273
Setting up Call Pickup..........................................................................................................................275
Deleting pickup groups.........................................................................................................................280
Simple extended pickup groups...........................................................................................................282
Flexible Extended Pickup Groups........................................................................................................285
Changing extended pickup groups.......................................................................................................288
Directed Call Pickup.............................................................................................................................289
Removing Directed Call Pickup from a user.........................................................................................292
Hunt Groups..................................................................................................................................................292
Setting up hunt groups.........................................................................................................................293
Changing a hunt group.........................................................................................................................294
Setting up a queue...............................................................................................................................294
Hunt groups for TTY callers..................................................................................................................295
Adding hunt group announcements......................................................................................................296
Vectors and VDNs.........................................................................................................................................297
What are Vectors?................................................................................................................................297
Variables in Vectors..............................................................................................................................303
Handling TTY calls with vectors...........................................................................................................304
Vector Directory Numbers....................................................................................................................306
Automatic Call Distribution............................................................................................................................307
ACD System Enhancement..................................................................................................................308
10 Administering Avaya Aura™ Communication Manager June 2010