Avaya 16CC Guia do Utilizador

Avaya Agent Deskphone 16CCAdministrator GuideRelease 1.0 16-602093Issue 1January 2008

Introduction10 Avaya Agent Deskphone 16CC Administrator Guide Document OrganizationThe guide contains the following sections:Chapter 1:Introduction Pr

Related Documentation100 Avaya Agent Deskphone 16CC Administrator Guide

Issue 1 January 2008 101 Appendix C: Sample Station Forms and Other ScreensUse the sample screens that follow as guidelines for Call Center/telephone

Sample Station Forms and Other Screens102 Avaya Agent Deskphone 16CC Administrator Guide Figure 6: Station screen (page 3)display station 3003

Issue 1 January 2008 103 Figure 9: Configuration Set screenchange off-PBX-telephone configuration-set 1 CONFIGURATION SET:

Sample Station Forms and Other Screens104 Avaya Agent Deskphone 16CC Administrator Guide Figure 12: Stations with Off-PBX Telephone Integration screen

Issue 1 January 2008 105 Figure 16: System Parameters Customer-Options (Optional Features) screendisplay system-parameters customer-options

Sample Station Forms and Other Screens106 Avaya Agent Deskphone 16CC Administrator Guide Figure 18: System Parameters Customer-Options (Optional Featu

Issue 1 January 2008 107 Figure 20: System Parameters Customer-Options (Optional Features) screendisplay system-parameters customer-options

Sample Station Forms and Other Screens108 Avaya Agent Deskphone 16CC Administrator Guide Figure 22: Call Center Optional Features screendisplay system

Issue 1 January 2008 109 Figure 25: Maximum IP Registrations by Product ID screenPage 9 of x MAXIMUM IP REGISTRATIONS BY PRODUCT ID

Other DocumentationIssue 1 January 2008 11Other DocumentationSee the Avaya support site at http://www.avaya.com/support for Avaya Agent Deskphone 16CC

Sample Station Forms and Other Screens110 Avaya Agent Deskphone 16CC Administrator Guide Figure 27: IP Network Region screenchange ip-network-region n

Issue 1 January 2008 111 Note:Note: On the COR (Class of Restriction) form, be sure the Paste field defaults to “n” (no). Undesirable actions can occu

Sample Station Forms and Other Screens112 Avaya Agent Deskphone 16CC Administrator Guide Figure 31: Class of Restriction screen (page 3)change cor nn

Issue 1 January 2008 113 Figure 34: Trunk Group screen (page 1)display trunk-group 7 Page 1 of 21

Sample Station Forms and Other Screens114 Avaya Agent Deskphone 16CC Administrator Guide Figure 37: Trunk Group screen (page 4)display trunk-group 7

Issue 1 January 2008 115 IndexIndexAAbout This Guide . . . . . . . . . . . . . . . . . . 7Administering Features. . . . . . .

116 Avaya Agent Deskphone 16CC Administrator Guide IndexFeatures, Administering . . . . . . . . . . . . . . 45File downloadChoosing the

Issue 1 January 2008 117 IndexSoftware . . . . . . . . . . . . . . . . . . . . . 63Software Checklist . . . . . . . .

118 Avaya Agent Deskphone 16CC Administrator Guide Index

Introduction12 Avaya Agent Deskphone 16CC Administrator Guide

Issue 1 January 2008 13Chapter 2: Administration Overview and RequirementsAvaya Agent Deskphone 16CC TelephonesThe Avaya Agent Deskphone 16CC telephon

Administration Overview and Requirements14 Avaya Agent Deskphone 16CC Administrator GuideThe parameters under which the Avaya Agent Deskphone 16CC nee

Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 15 Table 1: Administration Alternatives and Options for Avaya Agent Deskphone 16CCTelephones

Administration Overview and Requirements16 Avaya Agent Deskphone 16CC Administrator GuideGeneral information about administering DHCP servers is cover

The Administrative ProcessIssue 1 January 2008 17 5. Telephone software (SIP package) downloaded from the Avaya support site.6. 46xxsettings file upda

Administration Overview and Requirements18 Avaya Agent Deskphone 16CC Administrator GuideAdminister DHCP applicationAdd IP telephone administration to

Avaya Agent Deskphone 16CC in the Avaya SIP Call Center EnvironmentIssue 1 January 2008 19 Avaya Agent Deskphone 16CC in the Avaya SIP Call Center Env

© 2008 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accura

Administration Overview and Requirements20 Avaya Agent Deskphone 16CC Administrator GuideTelephone Initialization ProcessThese steps offer a high-leve

Error ConditionsIssue 1 January 2008 21 Step 4: Telephone and the SES ServerIn this step, the telephone might prompt the user for an extension and pas

Administration Overview and Requirements22 Avaya Agent Deskphone 16CC Administrator Guide

Issue 1 January 2008 23 Chapter 3: Network RequirementsNetwork AssessmentPerform a network assessment to ensure that the network will have the capacit

Network Requirements24 Avaya Agent Deskphone 16CC Administrator Guide Server RequirementsFour server types can be configured for Avaya Agent Deskphone

Required Network InformationIssue 1 January 2008 25 Network Time Protocol (NTP) ServerSIP telephones require NTP server support to set the time and da

Network Requirements26 Avaya Agent Deskphone 16CC Administrator Guide Other Network ConsiderationsSNMPAvaya Agent Deskphone 16CC telephones are fully

Other Network ConsiderationsIssue 1 January 2008 27 QoSFor more information about the extent to which your network can support any or all of the QoS i

Network Requirements28 Avaya Agent Deskphone 16CC Administrator Guide The implication for LAN administration depends on the values the user reports an

Other Network ConsiderationsIssue 1 January 2008 29 ● The text the arrows point to identifies the port or ports that the Avaya Agent Deskphone 16CC su

Issue 1 January 2008 3 Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 7About This Guide .

Network Requirements30 Avaya Agent Deskphone 16CC Administrator Guide Figure 3: Initialization and Address Resolution Diagram16CC TelephonePort: 68Por

Other Network ConsiderationsIssue 1 January 2008 31 SecurityFor information about toll fraud, see the respective call server documents on the Avaya su

Network Requirements32 Avaya Agent Deskphone 16CC Administrator Guide SubscriptionsUpon successful registration with the Registrar, the 16CC telephone

Issue 1 January 2008 33 Chapter 4: Communication Manager AdministrationCall Server RequirementsAvaya Communication Manager (CM) extends advanced telep

Communication Manager Administration34 Avaya Agent Deskphone 16CC Administrator Guide System-Level Preparation TasksThe system-level preparation tasks

Communication Manager Administrative RequirementsIssue 1 January 2008 35 SIP Trunk AdministrationSIP trunk administration tasks include:● Setting the

Communication Manager Administration36 Avaya Agent Deskphone 16CC Administrator Guide IP Interface and AddressesFollow these general guidelines:● Defi

Voice Mail IntegrationIssue 1 January 2008 37 NATAvaya Agent Deskphone 16CC telephones do not support Network Address Translation (NAT) interworking.

Communication Manager Administration38 Avaya Agent Deskphone 16CC Administrator Guide Call Transfer ConsiderationsUnlike 9600 H.323 IP Telephones, the

Telephone AdministrationIssue 1 January 2008 39 Table 5: Avaya Agent Deskphone 16CC Feature Support FeatureAvailable After Agent Login?Delivered by Ph

Contents4 Avaya Agent Deskphone 16CC Administrator GuideSubscriptions . . . . . . . . . . . . . . . . . . . . . . . . . . .

Communication Manager Administration40 Avaya Agent Deskphone 16CC Administrator Guide CM/16CC Telephone Configuration RequirementsThis section refers

CM/16CC Telephone Configuration RequirementsIssue 1 January 2008 41 Define the dial plan formats on the Dialplan Analysis Table formchange dialplan an

Communication Manager Administration42 Avaya Agent Deskphone 16CC Administrator Guide Enable applicable calling features on the Class of Restriction f

Administering StationsIssue 1 January 2008 43 Administering Stations This section refers to Avaya Communication Manager (CM) administration on the Swi

Communication Manager Administration44 Avaya Agent Deskphone 16CC Administrator Guide Station Screen Page 2:Station Screen Page 3:Station Screen Page

Administering StationsIssue 1 January 2008 45 Administering FeaturesThe following buttons can be administered for an Avaya Agent Deskphone 16CC using

Communication Manager Administration46 Avaya Agent Deskphone 16CC Administrator Guide The following features are administered in an SES configuration

Issue 1 January 2008 47 Chapter 5: SIP Enablement Services (SES) AdministrationIntroductionSIP Enablement Services (SES) software resides on the SIP P

SIP Enablement Services (SES) Administration48 Avaya Agent Deskphone 16CC Administrator Guide 9. Click Continue.The Add Media Server Extension page di

Issue 1 January 2008 49 Chapter 6: Server AdministrationSoftware ChecklistEnsure that you own licenses to use the DHCP, HTTP, and HTTPS server softwar

ContentsIssue 1 January 2008 5 Windows NT 4.0 DHCP Server . . . . . . . . . . . . . . . . . . . . . . . . . . 55Verifying

Server Administration50 Avaya Agent Deskphone 16CC Administrator Guide Avaya recommends that:● A minimum of two DHCP servers be available for reliabil

DHCP Server AdministrationIssue 1 January 2008 51 Table 7: Parameters Set by DHCP Parameter DescriptionHTTPDIR Specifies the path name to prepend to

Server Administration52 Avaya Agent Deskphone 16CC Administrator Guide DHCP Generic SetupThis document is limited to describing a generic administrati

DHCP Server AdministrationIssue 1 January 2008 53 - Option 51 - DHCP lease time. If this option is not received, the DHCPOFFER is not be accepted. Ava

Server Administration54 Avaya Agent Deskphone 16CC Administrator Guide - Option 58 - DHCP lease renew time. If not received or if this value is greate

DHCP Server AdministrationIssue 1 January 2008 55 In Table 8, the Avaya Agent Deskphone 16CC telephone sets the system values to the DHCPACK message f

Server Administration56 Avaya Agent Deskphone 16CC Administrator Guide Creating a DHCP Scope for the IP TelephonesUse the following procedure to creat

DHCP Server AdministrationIssue 1 January 2008 57 Editing Custom OptionsUse the following procedure to edit custom options.1. Highlight the newly crea

Server Administration58 Avaya Agent Deskphone 16CC Administrator Guide Activating the LeasesUse the following procedure to activate the leases.● Click

DHCP Server AdministrationIssue 1 January 2008 59 Verify the Global Option, 242 96XXOPTION1. Select Global under DHCP OPTIONS.2. In the Active Options

Contents6 Avaya Agent Deskphone 16CC Administrator GuideBackup/Restore of User Settings. . . . . . . . . . . . . . . . . . . . .

Server Administration60 Avaya Agent Deskphone 16CC Administrator Guide 8. Define the subnet mask in one of two ways:● The number of bits of an IP Addr

DHCP Server AdministrationIssue 1 January 2008 61 Adding DHCP OptionsUse the following procedure to add DHCP options to the scope you created in the p

Server Administration62 Avaya Agent Deskphone 16CC Administrator Guide HTTP Generic SetupYou can store the same application software, script file, and

Issue 1 January 2008 63 Chapter 7: Telephone Software and Binary FilesGeneral Download ProcessThe Avaya Agent Deskphone 16CC downloads script files, b

Telephone Software and Binary Files64 Avaya Agent Deskphone 16CC Administrator Guide Avaya Agent Deskphone 16CC Telephone Scripts and Binary FilesChoo

Avaya Agent Deskphone 16CC Telephone Scripts and Binary FilesIssue 1 January 2008 65 Upgrade Script FileAn upgrade script file named 16ccupgrade.txt,

Telephone Software and Binary Files66 Avaya Agent Deskphone 16CC Administrator Guide ● SET commands, of the form SET parameter_name value. Invalid val

Avaya Agent Deskphone 16CC Telephone Scripts and Binary FilesIssue 1 January 2008 67 Note:Note: The following is intended only as a simple example. Yo

Telephone Software and Binary Files68 Avaya Agent Deskphone 16CC Administrator Guide The GROUP System ValueYou might have different communities of use

Issue 1 January 2008 69 Chapter 8: Administering Telephone OptionsAdministering Options for Avaya Agent Deskphone 16CC TelephonesThis chapter explains

Issue 1 January 2008 7Chapter 1: IntroductionAbout This GuideThis guide is for personnel who administer Avaya Call Center 5.0 or any component thereof

Administering Telephone Options70 Avaya Agent Deskphone 16CC Administrator Guide Table 9: Avaya Agent Deskphone 16CC Customizeable System Parameters P

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 71 DHCPSTD 0 DHCP Standard lease violation flag. Indicates whether

Administering Telephone Options72 Avaya Agent Deskphone 16CC Administrator Guide DSTSTOP 1SunNov2L Used to identify stop date for automatic change to

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 73 ENABLE_G726 0 Enable or disable G726 capability of the telephon

Administering Telephone Options74 Avaya Agent Deskphone 16CC Administrator Guide G726_PAYLOAD_TYPE 110 RTP dynamic payload used for G.726. Range is 96

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 75 ICMPRED 0 Controls whether ICMP Redirect messages will be proce

Administering Telephone Options76 Avaya Agent Deskphone 16CC Administrator Guide LANGUAGES " " (Null) List of links to language files to be

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 77 MEDIAENCRYPTION 9 This parameter sets the cryptosuite and sessi

Administering Telephone Options78 Avaya Agent Deskphone 16CC Administrator Guide NO_DIGITS_TIMEOUT 20 Number of seconds of delay after going "off

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 79 PHY2STAT 1 Secondary Ethernet interface setting (0=Secondary Et

Introduction8 Avaya Agent Deskphone 16CC Administrator Guide Major Differences Between Avaya Agent Deskphone 16CC and H.323 Telephones in a Call Cente

Administering Telephone Options80 Avaya Agent Deskphone 16CC Administrator Guide RTP_PORT_RANGE 40 Specifies the width of the port range to be used by

Administering Options for Avaya Agent Deskphone 16CC TelephonesIssue 1 January 2008 81 SNTPSRVR " " (Null) Used to retrieve date and time vi

Administering Telephone Options82 Avaya Agent Deskphone 16CC Administrator Guide Note:Note: Table 9 applies to all Avaya Agent Deskphone 16CC telephon

VLAN ConsiderationsIssue 1 January 2008 83 VLAN TaggingIEEE 802.1Q tagging (VLAN) is a useful method of managing VoIP traffic in your LAN. Avaya recom

Administering Telephone Options84 Avaya Agent Deskphone 16CC Administrator Guide VLAN Default Value and Priority TaggingThe system value L2QVLAN is in

VLAN ConsiderationsIssue 1 January 2008 85 Table 10: VLAN Separation RulesIf Then VLANSEP is “0” OR the telephone is not tagging frames,OR the telep

Administering Telephone Options86 Avaya Agent Deskphone 16CC Administrator Guide DNS AddressingThe 16CC supports DNS addresses and dotted decimal addr

Language SelectionIssue 1 January 2008 87 Language SelectionAvaya Agent Deskphone 16CC telephones are factory-set to display information in the Englis

Administering Telephone Options88 Avaya Agent Deskphone 16CC Administrator Guide Enhanced Local Dialing The 16CC telephones have a variety of telephon

Enhanced Local DialingIssue 1 January 2008 89 Enhanced Local Dialing Requirements The enhanced local dialing feature is invoked when all the following

Issue DateIssue 1 January 2008 9Backup/Restore - H.323 call center telephones use HTTP to store backup files. Avaya Agent Deskphone 16CC telephones us

Administering Telephone Options90 Avaya Agent Deskphone 16CC Administrator Guide Agent Confirmation TonesThe telephone provides agent confirmation ton

Agent Confirmation TonesIssue 1 January 2008 91 12Agent Confirmation (no agent message waiting)Agent Confirmation (agent message waiting)3304403x(0.1o

Administering Telephone Options92 Avaya Agent Deskphone 16CC Administrator Guide 26Agent Confirmation (no agent message waiting)Agent Confirmation (ag

Issue 1 January 2008 93 Chapter 9: Administering Applications and OptionsCustomizing Telephone Applications and OptionsThis chapter covers configurati

Administering Applications and Options94 Avaya Agent Deskphone 16CC Administrator Guide Backup/Restore of User SettingsMany of the user settings (para

Issue 1 January 2008 95 Appendix A: Glossary of Terms802.1D802.1Q 802.1Q defines a layer 2 frame structure that supports VLAN identification and a QoS

Glossary of Terms96 Avaya Agent Deskphone 16CC Administrator Guide LAN Local Area Network.LLDP Link Layer Discovery Protocol. All IP telephones with

Issue 1 January 2008 97 Signaling Channel Encryption Encryption of the signaling protocol exchanged between the IP telephone and the call server. Sign

Glossary of Terms98 Avaya Agent Deskphone 16CC Administrator Guide

Issue 1 January 2008 99 Appendix B: Related DocumentationAvaya Call Center 5.0 DocumentationAvaya Agent Deskphone 16CC telephones are the endpoints of