Avaya - ACSS Exam Prep 1

Introduction
Avaya IP Office ACSS Exam Prep Delta
Course Code: 5S000020
01 Overview
Module 01
Course Overview and Objectives
©2010. All rights reserved. 2
© 2009 Avaya Inc. All rights reserved.

Course Overview and Objectives
Welcome to the IP Office ACSS Exam Prep Delta
The purpose of this delta is to provide an overview of the differences

between the IP Office product line and the BCM product line.
This delta should be used to bridge the knowledge gap for those familiar
with BCM and to prepare for the IP Office ACSS exam.
Additional information in the official documentation can be accessed on

http://support.avaya.com. Please note that the contents of the enclosed
documents represent the January 2011 status. More up-to-date information
can be obtained in the online documents on the Avaya Internet pages.
©2010. All rights reserved. 3 3
Workshop Objectives
Upon completion of this course, participants should be able to:
Identify the major differences between the IP Office and BCM product
lines.
Identify configuration settings using the IP Office Manager.
Configure common features for Users.
Explain different analysis and monitoring methods using System
Status Application and System Monitor.
Describe the VoIP functionality of the IP Office architecture.
Summarize the purpose and use of various IP Office applications.

Course Schedule
Schedule
– 1 Overview
> 1 – 1 Course Overview and Objectives
> 1 – 2 Avaya IP Office vs. BCM
> 1 – 3 IP Office Architecture Overview
> 1 – 4 IP Office Hardware Overview
> 1 – 5 IP Office Software Overview
> 1 – 6 Managing the IP Office
> 1 – 7 Terminology and Feature Differences
– 2 System Design
> 2 – 1 Analyzing New Customer Requirements
> 2 – 2 Hardware Design
> 2 – 3 Software and Licensing
> 2 – 4 Networking and SCN
Course Schedule
Schedule
– 3 IP Office Installation and Customization

> 3 – 1 Management Software Installation and Customization
> 3 – 2 Managing the IP Office Configuration
> 3 – 3 Managing Users and Extensions
> 3 – 4 Common Feature Usage and Programming
> 3 – 5 System SD Card
> 3 – 6 Management of Security Settings
– 4 Voicemail Pro
> 4 – 1 Voicemail Pro Architecture Overview
> 4 – 2 Voicemail Pro Software Installation
> 4 – 3 Voicemail Pro Customization
> 4 – 4 Call Flows and Auto Attendants
> 4 – 5 UMS

Course Schedule
Schedule
– 5 Advanced Applications
> 5 – 1 Contact Store
> 5 – 2 oneX Portal
> 5 – 3 CCR
– 6 Maintenance and Troubleshooting

> 6 – 1 Using the System Status Application (SSA)
> 6 – 2 Using Monitor
> 6 – 3 System Alarms and Audit Trail
Additional Information
Exams and Certification

Student Prerequisite knowledge / experience
Support resources:
– http://support.avaya.com
– http://marketingtools.avaya.com/knowledgebase

01 Overview
Module 02
Avaya IP Office vs. BCM
© 2009 Avaya Inc. All rights reserved. 9

BCM Capacities
Parameter BCM450 Rls. 1.0 and above without BCM450 Rls. 1.0 and above with
CEC CEC
IP end-points 100 300

(stations and soft- clients)
Digital/TDM stations 100 300
Analog stations 16 (core)/48 (expansion) 16 (core)/48 (expansion)
BRI stations 16 16
Max stations 100 (any mix) 300 (any mix)
T1 Digital Interfaces 2 6 (last interface not fully loaded)
E1 Digital Interfaces 2 5 (last interface not fully loaded)
Digital Trunk Channels 48 (T1) / 60 (E1) 130
H.323 or SIP Trunk Channels 48 130
Analog Trunks 48 80 (10 GATM)
BRI Loops (with the BRIM 16 16

S/T media bay module)
Max trunk channels of any 48 130

type mix

BCM Capacities
Parameter BCM450 Rls. 1.0 and above without CEC BCM450 Rls. 1.0 and above with CEC
Total Conferencing Ports, including 60 120

Ad-hoc (shared with Meet-me
Conferencing)
Meet-Me Conferencing Ports Maximum 60 120
LAN CTE Ports 256 256
Channels for applications such as 32 63

voicemail
Voicemail Mail boxes 1,000 1,000
Voicemail Storage (hrs) 400 400
Unified Messaging Seats 300 300
Contact Center active Agents 80 80
Contact Center Skill Sets 50 50
FAX Ports 4 8
Fiber Expansion Module (FEM) 1 1

IP Office Capacities
Parameter IP500V2 IP 500V2 with 4 port expansion
Voice Compression Modules 148 138

(concurrent IP<->TDM calls)
Digital stations 272 384
Analog stations 272 384
Max users No Limit No Limit
Max stations 272 (any mix) 384 (any mix)
T1 Digital Interfaces 8 6
E1 Digital Interfaces 8 6
Digital Trunk Channels 192 (T1) / 240 (E1) 144 (T1) / 180 (E1)
Data Channels 48 44
Analog Trunks 48 80 (10 GATM)
Usable Internal Card Slots 4 3
External Expansion Ports 8 12

IP Office Capacities
Parameter IP 500V2 IP500V2 with 4 port expansion
Total Conferencing Ports, including 128 (Max 64 parties per conference) 128 (Max 64 parties per conference)
Ad-hoc (shared with Meet-me
Conferencing)
Meet-Me Conferencing Ports 128 (Max 64 parties per conference) 128 (Max 64 parties per conference)
LAN Interfaces 2 2
Max Voicemail Pro Ports 40 40
Voicemail Mail Boxes No Limit No Limit
Voicemail Storage (hrs) No Limit No Limit
Unified Messaging Seats No Limit (License permitting) No Limit (License permitting)
CCR Agents 150 150
CCR Supervisors 30 30

BCM Overview

IP Office Overview
Internal Expansion Slots
Ext. Music
Power Supply Status LAN Reset
Slots for -on-Hold
Socket LED‘s Ports SD-Card
SD-Cards Input Expansion
System
Ext.Output Ports
RS232
Switch
DTE Port

IP Office Advantages
Advantages of the IP Office over the BCM

1- Standard control unit hardware from 2-384 extensions (IP500V2). BCM50 cannot scale to the BCM450.
2- The IP Office can support the maximum extensions for any terminal type. 384 Digital/Analog/IP
extensions.
3- The IP Office expansion cards/modules terminate directly to RJ11/RJ45 jacks. Eliminating the need to
patch to a 66 block.
4- No limit on users or voicemail mailboxes.
5- No license necessary for basic system functionality. The IP Office will work out of the box with no license.
6- Full telephony feature set available with no extra licensing (External applications require licenses).
7- Non Linux server based control unit. No hard drive or fans to fail.
8- Separation of users and extensions allows for users to login to any terminal type. i.e. A user with a digital
base station can login to an analog or IP station on the SCN.
9- Hot-Desking feature eliminates the mobility advantages of IP terminals with lower cost and easier
maintenance.
10- Small community networking feature easily networks 1000 users over 32 sites.

Checkpoint / Questions ?
01 Overview
Module 03
IP Office Architecture Overview

The IP Office Environment
Remote IP Offices
Cell IP DECT
PSTN phones
WAN
LAN
IP Office
Digital Analog VoIP

Phones Phones Phones
©2010. All rights reserved.

The IP Office Environment
VoiceMail
Pro Customer Call
Server Reporter
One-X Portal
PSTN
WAN
Contact
Store
LAN
IP Office
Email
IP Office Server
Manager

IP Office TDM and IP Architecture
IP Office is a modular communications solution that provides a hybrid

PBX with both Time Division Multiplexing (TDM) and IP capabilities that
can be used in either mode or both concurrently.
The IP Office is TDM based, but IP enabled. This allows Avaya to
leverage their extensive telephony feature set while adding the benefits of
IP telephony.
The IP Office control unit uses data channels and voice compression
modules to access IP based services from the TDM bus.

Digital/Analog When a digital/analog station calls another digital/analog

station, the call stays on the TDM bus. The IP Office sets
up and maintains the call through the digital or analog
ports. No voice compression module is needed since the
call never leaves the TDM bus.
VCM
Digital/Analog

IP When an IP station calls a digital station, the IP Office sets

up and maintains the call through the digital ports and it’s
LAN interface. One voice compression module will be
used for the duration of the call. The VCM is being used to
convert the TDM based digital signal to IP using the
specified codec.
VCM
Digital

IP When an IP station calls another IP station, the IP Office

sets up the call then monitors it using it’s LAN interface. In
this scenario, no voice compression modules are needed;
the IP stations can talk directly to each other over the IP
network. If “Allow Direct Media Path” is unchecked for one
or both of the stations, the IP Office will keep control of the
call and a VCM will be used.
-Allow direct media path is enabled by default for all IP stations
VCM
IP

Digital/Analog When a digital or analog station places a call into

Voicemail Pro, a voice compression module is not needed.
Even though the call is going to the server over the IP
network, there voice compression in not needed. The IP
Office is maintaining control of the call and facilitating the
transmission of data between the station and the
Voicemail Pro server. However, a data channel will be
used for the duration of the call to facilitate this interaction.
VCM
Voicemail Pro

IP When an IP station places a call into Voicemail Pro, a

voice compression module and data channel are needed
for the duration of the call. The IP Office must transfer the
IP call to the TDM bus to facilitate the use of the data
channel in connecting to the Voicemail Pro server.
VCM
Voicemail Pro

Analog/PRI
Digital/Analog
VCM
PSTN
When digital or analog station places a call out an

Analog/PRI trunk, it does not use a voice compression
module. However, a voice compression module is used
when an IP station places a call out the Analog/PRI trunk.

Analog/PRI
IP
VCM
PSTN
A voice compression module is used when an IP station

places a call out the Analog/PRI trunk.

SIP
IP
VCM
PSTN
When an IP station places a call out an IP line using the

same codec, a voice compression module is not needed.

SIP
Digital/Analog
VCM
PSTN
A voice compression module is used when a digital or

analog station places a call out an IP trunk.

Digital/Analog IP
User: Bob Smith
A User in IP Office can login to any phone on the system,

regardless of type, with the hotdesking feature. It is due to
the hybrid nature of the system that we are able to achieve
this ability, further increasing flexibility of the IP Office
solution.

01 Overview
Module 04
IP Office Hardware Overview

IP 500V2
IP Office 500 Version 2 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.
IP Office 500 Version 2

IP 500V2
The IP500v2 control unit will support:
All existing IP Office 500 plug in cards

All existing IP Office 500 expansion modules.
The same IP400 expansion modules as the existing IP Office 500
Combination Base Card (only supported in the IP500v2 Control Unit)
Reset
Power Supply Status LED‘s Ext. output RS232 SD-Card
Socket Slots for switch DTE port System
Ext. Music LAN Expansion
SD-Cards -on-hold input Ports ports

IP Office 500 Base Cards
The IP Office 500 Version 2 basic hardware can be fitted with up to a maximum of four in-
slot base cards. Lines are connected using daughter cards that are plugged into these
base cards.

Control Unit

IP Office 500 Base Cards
Base Card for Base Card Unit for 4-Port Expansion Card
DS Terminals Analog Telephones
VCM Base Card "Carrier" Base Card Combination Card

IP 500V2 Combination Card
Combines digital extensions (DS), analogue extensions (POTS), trunk ports (Analogue or
BRI) and VCM channels.
Analogue trunk variant: 6 DS, 2 POTS, 4 Analogue trunk, 10 VCM
BRI trunk variant: 6 DS, 2 POTS, 4 BRI, 10 VCM
Maximum two per IP500v2
Not supported in IP Office 500

Daughter Cards
Daughter cards for line connection are seated on the IP Office 500 Version 2 plug-in base
cards.
Line Connections
(Trunks)
Eight
Analog, ISDN BRI
Terminals
or PRI

Daughter Cards
Daughter cards for the IP Office 500 base cards:

IP Office 500 daughter card for analog lines 4 ports
IP Office 500 daughter card for basic ports (BRI) 2x ISDN or 4x ISDN
IP Office 500 daughter card for primary multiplexer (PRI-U) 1x or 2x PRI

IP 500V2 Secure Digital Cards
SD Card Slots
System SD slot Optional SD slot
The SD card that is present in the System
SD card slot will have a unique Feature Key Optional SD Card
number, the same as the Smart The SD card that is present in the
Card in the IP Office 500, and will be used to Optional SD card slot will:
Validate licenses Provide an upgrade mechanism
Set companding law Backup medium for the System
Determines the system default operating SD card.
mode: IP Office or IP Office Essential
Edition PARTNER® Version
LOCK
System configuration System SD
IPO MU-LAW PCS0X
Core and expansion module binaries 700XXXXXX
FK 1234567890
Endpoint firmware
Embedded voicemail

Expansion Modules
If the number of ports available in the control unit through the base cards is not enough,
expansion modules can be added to the system.
The IP Office 500 Version 2 system, supports a maximum of 12 expansion modules (With
the addition of the 4 port expansion card).
IP Office 500 Expansion

Module
IP500v2 Control Unit

Expansion Modules
IP Office expansion modules provide additional connections for digital (DS) or analog
telephones as well as analog lines.
IP Office 500 BRI So8 Module
IP Office 500 Analog Trunk 16

Module
IP Office 500 Phone Expansion

Module With 16 or 30 Extensions
IP Office 500 Digital Station Module

With 16 or 30 Extensions

Expansion Ports
8 expansion modules are connected to the control unit on the back of the device. 4 more
expansion modules can be connected to a 4 Port Expansion Card in slot 4 of the
IP500V2 control unit.

IP 500V2 4 Port Expansion Card
Some of the features of the 4 Port Expansion Card are:

It is installed as a Base Card
It does not support daughter cards (Trunks)
Only one card is supported per IP Office 500v2
It must be installed in slot 4 of the Control Unit

IP 500V2 4 Port Expansion Card
Some of the additional features of the 4 Port Expansion Cards are:
The 4 port expansion card can be used with the one meter expansion cables. The stack-
up that is necessary for this to work is shown in the image here.
The 4 Port Expansion card can also work with longer, that is, two meter cables, to ease
the installation. The color of the two meter cable will be yellow.
Four yellow cables will be supplied with every 4 Port Expansion Card.
Side-view of a fully loaded system

with 12 expansion units and the expansion cables

Capacities
Capability IP Office 412 IP Office 500 IP Office 500V2

with 4 port
expansion card
Expansion ports 12 8 12
DS or POT phone 12*30=360 8*30=240 12*30=360
ports
+4*8=32 +3*8=24
=272 =384
Total number of 360 272 384
user/phone ports
(inc DS, POT, IP)
Trunks (E1/T1 PRI) 2xdual = 120/96 4xdual = 240/192 3xdual = 180/144
Conference 128 64 128

channels
Data channels 108 48 44

IP Office Control Unit History
HISTORY
The following slides will go through some
of the previous IP Office control units

IP 500V2
With IP Office 500, the system and application licensing are validated against a smart card.
As an option, it is possible to use a flash card to utilize Embedded VoiceMail.

IP 500

IP 412
IP Office 412
Connection for up to 12 expansion modules
Maximum of 60 simultaneous VOIP connections
2 dedicated layer 3 switch ports

IP 412

IP 400 Series Trunk Cards

IP 412 Internal Cards
IP400 Office Internal

Modem Card
IP400 Office
Voice Compression
Module 4/8/16/24
IP Office 406V2
Memory Card

IP 412
IP Office 412 expansion cards

Internal
One or two IP400 Office Voice Compression Module
with 4/8/16/24 channels 4/8/16/24 channels
IP400 Internal Modem Card with 12 56k modems
Trunk cards
IP400 Office Quad BRI
IP400 Office E1 PRI
IP400 Office E1 Dual PRI
IP400 Office Quad Analog Trunk
External
Up to 12 expansion modules

IP 400 Expansion Modules
The expansion modules are connected to the control unit at the rear of the device.
When connecting, always connect the expansion module to the power first. The control
unit will be supplied last with the supply voltage. Due to an internal delay circuit in the
control unit, all units can also be connected via a power strip.

Analog Trunk Module 16
These expansion modules support up to 16 analog lines.

In the case of a power outage, the first two exchange lines of the module will
automatically be switched to the rear of the unit.

IP Office Phone Module
This module provides analog telephone interfaces (POT ports).

The IP400 Office Phone V2 Module is available in three versions with 8, 16 or 30
extensions.
Phones can be located up to 1 km away from the control unit.
The Phone Expansion Module supports different methods of the notification function
"Message waiting". These include: 81V, 101V, 51V stepped (pulsed) and line reversal.

IP Office Digital Station Module
The IP400 Office Digital Station V2 Module is available in two versions

with 8, 16 or 30 extensions.
Phones can be located up to 1 km away from the control unit.

IP Office So8 Module
The IP400 Office So8 Module includes 8 So-bus interfaces for basic port ISDN
devices.
The IP400 Office So8 Expansion Module supports point-to-point and point-to
multipoint connections. A maximum of 10 TEIs (terminal IDs) is supported.

Daughter Cards
Daughter cards for line connection are slotted into the IP Office 500 Version 2 plug-in base
cards.
Line Connections
Eight (Trunks) Analog,
Terminals ISDN BRI or PRI

IP Office Combination Card
The Combination card provides 12 RJ45

ports providing the following connectivity:
Port 1-6 Digital Station (DS) Ports
Port 7-8 Analog Phone (POTS) Ports*

Port 9-12 Trunk Ports
Note
The POTS ports can be used as a Loudspeaker
Paging port. Port 8 can also act as a Power Fail
port if an ATM4 daughter card is fitted
Initially the Combination card will not be sold on its own, but only in bundles with an appropriate
trunk card pre-fitted.
In the first release only the ATM4 and BRI4 trunk cards will be supported. The combination card
with ATM4 will be available globally, the combination card with the BRI4 will be available in
APAC and EMEA.
The card will be prevented from running if a trunk card is not fitted. The absence of a trunk
daughter card and consequent disabling of the Combination card will be highlighted by a
warning in Manager and SSA and an LED error indication on the card.

IP Office Combination Card
A maximum of 2 Combination cards, installed in any slot, will be supported in the

IP500v2. This limit will be enforced in software and a warning will be displayed in
Manager and SSA and an LED error indication on the card if more than 2 cards have
been installed. If this does happen, only the 2 cards in the lowest numbered slots will
operate.
The restriction of a maximum of 3 DS8 cards in a chassis still applies, but this is in
addition to the new Combination card, so the maximum number of DS ports supported in
an IP500v2 chassis is now 30 (3 x DS8 plus 1 Combination card).
The restriction of up to 2 VCM32 or VCM64 cards in an IP500v2 chassis still applies but
this is in addition to any Combination cards, so the maximum supported number of VCM
channels in an IP500v2 system will now be 148 (2 x VCM64 plus two Combination cards).

Daughter Cards
IP Office 500 daughter card for analog lines 4 ports

IP Office 500 daughter card for basic ports (BRI) 2x ISDN or 4x ISDN
IP Office 500 daughter card for primary rate interface (PRI) 1x or 2x PRI
(for future enhancements)

Base Card
This base card permits installation of trunk cards from the 400-series (especially PRI)
into the IP Office 500 (2x) control unit. Up to 2 Legacy Card Carrier cards are supported in
an
IP Office 500 (2x) control unit.

1400 Series Sets
The 1400 series telephones for IP Office are the new line of digital telephones that
will eventually replace the 5400 and 2400 series telephones and are very similar in
appearance and function to the 1600 IP telephones. The 1400 series telephones
will also be supported on the ACM/I55 platforms. These phones will work in
Essential Edition and Essential Edition - PARTNER Version modes.>
1416 Digital Phone
1403 Digital Phone
1408 Digital Phone

1400 Series Sets
The 1400 series telephones being introduced with IP Office Release 6.0 are:
1403
1408
1416
DBM32 (only supported with the 1416)*
Note: The 1416 telephones will support the connection of up to 3 BM32 modules. Power
must be supplied to the telephone using an inline power module such as the 1151C or
equivalent. The BM32 for the 1600 telephones is identical in appearance but is not
compatible with the 1400 telephones.

1600 Series Sets
Display:
IP 1603 2 rows with 16 Characters
3 softkeys
Display:
3 lines with 24
characters
IP 1608 3 softkeys
8 LED keys
(with labelling strips)
Display:
4 rows with 24 characters
IP 1616 3 softkeys
BM32
16 LED keys
(with labelling strips)
As well as DSS module support

1600 Series “Localized” IP Telephones
A new range of 1600 series IP telephones (1603/08/16) will replace the current
1600 series telephones that are offered today. The main difference in these is the
introduction of a new graphical display that supports a proportional font.
These new telephones are referred to as “localized” IP telephones and the
existing 1600 series IP telephones are referred to as “Global” IP telephones.
IP Office Release 6.0 will also continue to support the existing global range of
1600 series IP phones.
Note: These phones are not supported in Essential Edition - PARTNER Version.

9600 Series IP Sets
Only the H.323 versions of these telephones will be supported, the SIP versions
of the 9600 series telephones will not be supported on IP Office. Avaya 9600
Series IP Telephones have a clear and elegant interface with high resolution
graphical displays making it easier to read contextual menus, prompts and
instructions.
Note: These phones are not supported in Essential Edition - PARTNER Version.

9600 Series IP Sets
IP Office Release 6.0 will support the following 9600 series telephones:
9620L (QVGA quality gray-scale pixel based backlit display)
9620C (¼ VGA color display)
9630G (QVGA quality gray-scale pixel based backlit display)
9640 (VGA color display)
9650 (QVGA quality gray-scale pixel based backlit display)
9650C (¼ VGA color display )
SBM24 (only supported with the 9630G/9640/9650/9650C)*
Note: The 9630G/9640/9650/9650C telephones will support the connection of up to 3
SBM24 modules.
The following 9600 series IP telephone features are not supported on IP Office:
USB
Voice activated dialing
Note: These phones are not supported in Essential Edition - PARTNER Version. They are
also not supported on the IP406v2 or IP412.

2400/5400 Series Sets
2402 / 5402 2410 / 5410
2420 / 5420

EU24 Expansion Module
Requires an Avaya
power supply unit of the 1151 series,
also for IP telephones which already
use
power over Ethernet (PoE).
IP Office supports up to eight

EU24/EU24 BL units on each IP
Office system.

4600/5600 Series IP Sets
4610 IP 5620SW IP

T3 Series Sets
T3 Compact T3 Classic
T3 Comfort

01 Overview
Module 05
IP Office Software Overview

Application Software
The IP Office applications are available on a series of CDs

and DVDs.
They are divided into administration, user and application

programs.
The available CDs have been named correspondingly.

Admin CD
The Admin CD includes the following programs:
IP Office Manager
Monitor
SSA (system status)

Admin CD
The Admin CD includes the following programs:
DECT Integration Applications
SNMP MIBs

Admin CD
In addition, the Admin CD includes:
The IP Office firmware bin-files

The phone firmware (for the 1400, 1600, 4600/5400
and 9600 series)
The T3 phone software
The T3 IP Phone Admin Tool
The IP DECT software

Application CDs
Additional applications are provided on separate CDs:
VoiceMail Pro
Customer Call Reporter
One-X Portal for IP Office

01 Overview
Module 06
Managing the IP Office

The IP Office Manager
The IP Office Manager is the program used to modify the config (.cfg)
file that the IP Office uses for it’s programming

System Upgrade
The Manager application is also used to upgrade the IP

Office firmware binary (.bin) files

Locating Binary Files
The bin files required for the upgrade are automatically found by
the Wizard in the designated working directory.

Intermediate Steps
3.1.62 3.1.999 4.2, 5.0

or 6.0
-For upgrades of IP406 V2, IP412, and IP500, an

intermediate step may be required. To find out
whether this is necessary, check the folders
located in the Manager directory.
-You should also read the IP Office Technical

Bulletin for the specific release of software you
plan to use.

The IP Office Manager
Unlike most other systems out there, you are never working on the IP Office
system’s settings in real time. You are always pulling a config from the
control unit, modifying it, then sending it back to the control unit.

Creating Offline Configs
The IP Office Manager can also be used to program system settings

without access to the physical hardware. This can be helpful to get
practice without lab equipment, or to pre-program and stage a
solutions ahead of time.

01 Overview
Module 07
Terminology and Feature Differences

IP Office vs. BCM
While the IP Office and BCM solutions share certain similarities, their
feature sets and terminology are fairly different. To take advantage of all
the features the IP Office solution has to offer, understanding how to
implement them properly is key.

IP Office vs. BCM
One of the most noticeable differences to the end user is the operation of their
stations. In the IP Office world, a user’s programmable buttons include their call
appearances. When a call is placed or received, a call appearance is used.
Similarly, when a user transfers a call, it uses two call appearances until the
transfer is complete.

Short Codes vs. Feature Codes
Feature Codes
Feature Description
code
F980 Express Messaging
F981 Voice Mail login
F982 Voice Mail Operator Settings
F983 Voicemail Programming
F984 Call Forward to Voice Mail
F985 Display Voice Mail DN or
skillset
F986 Transfer to mailbox
F987 Voice Mail Interrupt
F988 Voice Mail Dial by name or
directory
F989 Record call

Short Codes vs. Feature Codes
The major difference between BCM Feature Codes and IP Office Short
Codes is the ability to customize and modify how they are used. The IP
Office has a set of default short codes. These codes can be changed to
whatever the customer requires, or left default. New short codes can be
created to facilitate the use of different system features.

Short Code Hierarchy
Internal
Extension
Directory
User Priority
User rights
Priority
System
Alternate Route Selection
Line (Inbound Dialing)
Certain Short Codes have priority over other Short Codes based
upon their type. Single digit Short Codes take priority over
everything in the system, including directory numbers.

Park Zones
Another area where the IP Office differs from the BCM is in the use of park
zones. While the BCM has predetermined park buttons and automatically selects
the zones to put callers in, the IP Office does not. To program the park ability for
a user, either a shortcode or button must be programmed. A button is easier for
the end user to access and provides visual indication if someone is in the zone.
Usually, park zones are predetermined as per the customer’s requirements.

Park Zones
In this example, three park zones are configured.
Park 2
Park 3
Park 1
Paul Eftang 3001
3001

Dial Intercom vs. Voice Call
A feature on the BCM that the IP Office can emulate is voice call. Since the IP
Office transfers callers a little differently than the BCM, a Dial Intercom button
can be programmed for the user to give similar functionality.
Park 2
Park 3
Dial Int
Park 1
Paul Eftang 3001
3001

Manager Help
Since the terminology of certain system features is so different, the Manager

help file will make understanding the new features and how they work much
easier. In Manager, you can click on the help button at the bottom of any page
and it will take you directly to the relevant section.

2

02 System Design
Module 1
Analyzing New Customers Requirements

3
Analyzing New Customer Requirements

Initial Analysis
One of the most critical elements in the success of an IP Office solution is the
proper analysis of the customer’s needs, and the correct solution design. If the
customer’s requirements are not known, the correct software and hardware
components cannot be planned for.

Initial Analysis
There are a few things to start with when Extensions- ?

analyzing a new customer’s requirements. Users- ?
Features- ?
Physical Extensions- How many are there going to be? Trunking- ?
Users- How many people need some sort of telephony Endpoints- ?
use? Applications- ?
Feature Set- What features do these users need?
Trunking- How many and what type of trunks are needed?
Endpoints- What type of endpoints are going to be used,

IP sets, digital sets, analog stations, softphones?
Applications- What applications are needed, and who

needs access?

Initial Analysis
Keep in mind that different customers are going to require different solutions.
The IP Office is one of the most feature rich systems on the market. Knowing
the capabilities of the system is going to be critical to successfully gathering
the information you need to provide the best solution for your customer!


7
02 System Design
Module 2
Hardware Design

8

Hardware Design
Hardware Solution
Once you have determined your customer requirements, the IP Office hardware
must be designed to suit the customer solution.
Hardware Design
Expansion Modules
The total amount of users needed is going to determine whether you will need
to use external expansion modules, or if internal station cards will be enough.
IP Office 500 Expansion

Module
IP500v2 Control Unit

Hardware Design
4 Port Expansion Card
If more than 8 external expansion modules are needed, the 4 port expansion
card can be used to enable 4 more ports.
It is installed as a Base Card
It does not support daughter cards (Trunks)
Only one card is supported per IP Office 500v2
It must be installed in slot 4 of the Control Unit
Hardware Design
Daughter Cards
The next step would be to determine what trunking the customer needs
and design the appropriate daughter card for the trunk type.
Line Connections
Eight (Trunks) Analog,
Terminals ISDN BRI or PRI

Hardware Design
Combination Card
If the installation is for a small site, a combination card might be used to give
the customer a little bit of everything in one card. Only two combination cards
are supported per IP Office.
The Combination card provides 12 RJ45

ports providing the following connectivity:
Port 1-6 Digital Station (DS) Ports
Port 7-8 Analog Phone (POTS) Ports*
Port 9-12 Trunk Ports

4

02 System Design
Module 04
Software and Licensing

Licensing Model
Since IP Office Release 5 the licensing model has changed in order to simplify
selling, buying, learning and using IP Office. Additionally, the Professional
License has been removed and the number of Voice Networking licenses reduced
from 3 to 1.
Since Release 5, IP Office now has a
simple 3 step user-centric model:
1. IP Office system platform and
phones
3. 2. System Edition Licenses
3. User productivity licenses
2.
1.

Feature Key Cards
IP Office 500

LOCK
System SD
IPO MU-LAW PCS0X
700XXXXXX
FK 1234567890

System Edition Licenses
Note
Contact Store can still be purchased as a standalone licence - e.g. for remote nodes in the SCN

User Profile Licenses
Note
User licenses travel with
them over the SCN.

0

02 System Design
Module 05
Networking and SCN
Networking and SCN

LAN Interfaces
The first step in designing a system’s network settings is

determining the LAN interface IP addresses that will be used for
the IP Office. The IP Office has two LAN interfaces that can be
used for the different types of IP traffic. One suggestion is to use
LAN1 for all internal traffic like IP phones, and LAN2 for all
external traffic like SIP trunks.

Networking and SCN
Small Community Networking
If multiple sites are going to be networked together, the IP scheme

of the entire network has to be determined. SCN supports a
maximum of 1000 users across 32 sites.
Timbuktu
192.168.30.1
SCN
Phoenix Houston
192.168.10.1 192.168.20.1
Networking and SCN

Small Community Networking
The extensions that are to be used at each site must also be

determined so that there are no conflicting extensions in the SCN.
User names and hunt group names must also be unique.
Timbuktu
Extn 3001-3999
SCN
Phoenix Houston
Extn 1001-1999 Extn 2001-2999

Networking and SCN
Star or Serial Topology
Up until release 4.2, a star or serial network topology was the only
supported networking design.
Networking and SCN

Meshed Topology
¾ The use of 'mesh' layouts connections is only supported for a Small

Community Network of IP Office Release 5 systems.
¾ A mesh layout is one where there is more than one possible H323
SCN Line route between any two IP Offices. Mesh, star and serial
layouts can be combined.

Networking and SCN
Resilient Networks
Medium sized network of peer Large network, with 2 systems at

systems. Direct calls are all point- the centre of the star providing
point. backup routing.
¾ You can now connect IP Office systems together in meshes, so that there is
not a single system at the centre of a star. This makes calls across the
network faster to establish, and SCN will continue to operate if the central
system is inaccessible.
¾ You can connect your IP Office systems together any way you like.
Networking and SCN

Resilient Networks
Backup can act as Alternate gatekeeper for

Avaya IP Phones registered on the Primary.
Will also provide DHCP.
Backup can temporarily take over the
“Centralized voicemail” function of the
Primary. (requires appropriate VMPro
licences on Backup)
Backup can temporarily host any
Distributed hunt groups which are homed
Backup Primary
on the Primary, distributing calls and Resilient
providing announcements. (requires SCAN SCN
licence on Backup)
Configure the H323 trunk
between the systems to be
Backup is otherwise a normal PBX on the “Resilient SCN”, and specify
SCN which features you want to
back up.
In an SCN, one IP Office can be assigned to backup another adjacent system. The backup kicks in
when the failed system has been down for about 3 minutes, and there is corroborating evidence that
the Primary is inaccessible.
The backup will only work if it remains up while the failed system is down. It will not continue to act as
backup if it is reset. It will not work over a power failure where both systems fail and only the backup
recovers.

Networking and SCN
DHCP Considerations
DHCP Request?
Manager
(TFTP server)
DHCP Server
If DHCP is going to be used, the type of DCHP server must be determined

and planned for.
Networking and SCN

DHCP Considerations
DHCP Request
DHCP Response
-IP Address
-Subnet Mask
DHCP -Gateway
etc.
-SSON 176 with
Gatekeeper IP Addr.
Gatekeeper Port (1719)
TFTP Server IP Addr.
TFTP Server Directory
etc.
LAN 46xxupgrade.scr
46xxsettings.txt
Manager
Gatekeeper (TFTP server)
For IP Office 4.2 or later running on an IP500 IP Office system, the full capacity of
up to 272 extensions is supported using the IP Office for DHCP.

Networking and SCN
DHCP Considerations
4600 and 5600 Series H.323 IP phones use DHCP option 176
1600 and 9600 Series H.323 IP phones use DHCP option 242

2

Avaya - ACSS Exam Prep 1

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Avaya - ACSS Exam Prep 1

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Introduction

Avaya IP Office ACSS Exam Prep Delta

Course Code: 5S000020

©2010. All rights reserved. 2

© 2009 Avaya Inc. All rights reserved.

Welcome to the IP Office ACSS Exam Prep Delta

The purpose of this delta is to provide an overview of the differences

Additional information in the official documentation can be accessed on

©2010. All rights reserved. 3 3

Upon completion of this course, participants should be able to:

©2010. All rights reserved. 4 4

© 2009 Avaya Inc. All rights reserved.

©2010. All rights reserved. 5 5

– 3 IP Office Installation and Customization

©2010. All rights reserved. 6 6

© 2009 Avaya Inc. All rights reserved.

– 6 Maintenance and Troubleshooting

©2010. All rights reserved. 7 7

 Exams and Certification

©2010. All rights reserved. 8 8

© 2009 Avaya Inc. All rights reserved.

© 2009 Avaya Inc. All rights reserved. 9

Avaya IP Office vs. BCM

IP end-points 100 300

Digital/TDM stations 100 300

Analog stations 16 (core)/48 (expansion) 16 (core)/48 (expansion)

Max stations 100 (any mix) 300 (any mix)

T1 Digital Interfaces 2 6 (last interface not fully loaded)

E1 Digital Interfaces 2 5 (last interface not fully loaded)

Digital Trunk Channels 48 (T1) / 60 (E1) 130

H.323 or SIP Trunk Channels 48 130

Analog Trunks 48 80 (10 GATM)

BRI Loops (with the BRIM 16 16

Max trunk channels of any 48 130

© 2009 Avaya Inc. All rights reserved. 10

© 2009 Avaya Inc. All rights reserved.

Total Conferencing Ports, including 60 120

Meet-Me Conferencing Ports Maximum 60 120

LAN CTE Ports 256 256

Channels for applications such as 32 63

Voicemail Mail boxes 1,000 1,000

Voicemail Storage (hrs) 400 400

Unified Messaging Seats 300 300

Contact Center active Agents 80 80

Contact Center Skill Sets 50 50

Fiber Expansion Module (FEM) 1 1

© 2009 Avaya Inc. All rights reserved. 11

Avaya IP Office vs. BCM

Parameter IP500V2 IP 500V2 with 4 port expansion

Voice Compression Modules 148 138

Digital stations 272 384

Analog stations 272 384

Max users No Limit No Limit

Max stations 272 (any mix) 384 (any mix)

Analog Trunks 48 80 (10 GATM)

Usable Internal Card Slots 4 3

External Expansion Ports 8 12

© 2009 Avaya Inc. All rights reserved. 12

© 2009 Avaya Inc. All rights reserved.

Parameter IP 500V2 IP500V2 with 4 port expansion

Max Voicemail Pro Ports 40 40

Voicemail Mail Boxes No Limit No Limit

Exams and Certification

IP Office is a modular communications solution that provides a hybrid

All existing IP Office 500 plug in cards