Assist - IP Office Assistance

June 18, 2014June 17, 2014IP Office

Listen to another extension in IP Office

Monitor (Listen to) a call on another extension(Compliments of Kyle L Holladay, Sr, R.I.P.)

In this example we will program the IP Office to allow extension 1152 to listen to (Call Listen) extension 1153. While we will focus on the Call Listen feature in this example the programming for Call Intrude is identical with the exception of the button programmed to perform the Listen/Intrude action.

Call Listen: allows one user to listen in on another user’s call but does not allow that user to be an active participant. This is a “listen only” feature.
Call Intrude: allows one user to intrude on another user’s call thus becomming a full participant in the conversation. The use of the MUTE feature can make this a listen only action however the intruding party can fully participate in the voice conversation at any time.

June 17, 2014IP Office

Edit IP Office config in Excel

Editing an IP Office configuration in Excel(Compliments of Kyle L Holladay, Sr, R.I.P.)

Many items in your IP Office configuration can be edited directly in the configuration.csv file outside of the Manager application saving a large amount of time. This guide will provide basic information on how to export your configuraiton.csv and edit select User information. Until you are comfortable with this method I would suggest that you limit its use to a lab environment

Note: You MUST NOT add nor delete any records when using this method. (i.e. you cannot add/delete an extension, user, incoming call route). You must create all records in Manager before doing your Export. You can then modify the information associated with that record using the method below.

June 16, 2014July 2, 2014IP Office

Troubleshoot Voicemail to Email issues

Troubleshooting Voicemail to Email issues(Compliments of Kyle L Holladay, Sr, R.I.P.)

Voicemail Pro (VMP)

First let’s check the most basic of connectivity by doing a ping test.
1) From the Voicemail Pro server click on Start > Run and enter CMD or in newer versions of Windows click Start and enter CMD in the Search programs and files bar to launch a command prompt.

2) From the command prompt window type ping followed by a space and then the IP address of your email server.
I.e. ping 192.168.42.10

June 16, 2014July 2, 2014IP Office

Enabling zero out from a hunt group mailbox

Enabling zero out from a Hunt Group Mailbox(Compliments of Kyle L Holladay, Sr, R.I.P.)

Create your Hunt Group “Leave” action in Voicemail Pro and create a menu structure as follows:

Under your menu action use the relative path to the greeting file for the hunt group of ..\Greetings\_1.wav (e.g. for a hunt group named “Main” the filename would be “..\Greetings\Main_1.wav”.

Set the “Specific” tab of your Voice Question as follows:

Credit to mattKnight on the Tek-Tips IP Office forum for the relative path assistance.

June 16, 2014July 2, 2014IP Office

Enable application dialing without a 9 prefix

Enable application dialing without a 9 prefix(Compliments of Kyle L Holladay, Sr, R.I.P.)

In this document we will program ARS and User Rights to allow applications (i.e. Phone Manager) to be used to return calls without the need to use the “9” prefix in the IP Office. This eliminates the issues with screen pop in applications where the 9 prefix would impact the TAPI lookup causing a failure to match the number field in the application.

We will start by creating an ARS table. ARS will be activated by several User Rights short codes. The combination of short codes activated can be somewhat complex. For example, the 9N User Rights short code can activate several ARS short codes depending on the total number of digits dialed. 9N followed by 9 other digits (i.e. 9495551212) would activate 9N User Rights and 4XXXXXXXX; ARS which would dial 19495551212 as the telephone number. This is because the 9 is stripped off by the User Rights short code and 4XXXXXXXX is then passed on to the ARS table. ARS will then add back on to the front of the number a 19 resulting in 19495551212. If this all seems to complex to understand don’t worry, it just works so program away and you’ll be fine. Please keep in mind that this is not my way of allowing you to bypass dialing a 9 to make phone calls, although that is a potential side effect. This solution will only work 100% for applications that deliver information to the IP Office en bloc where the system can look at the entire number rather than one dialed digit at a time. Therefor users trying to use this method to bypass dialing a 9 may have success so long as their internal numbering plan does not overlap any external telephone numbers. You’ll also notice that at least one of these short codes is completely superfluous (1XXXXXXXXXX), in that the User Rights short code 1XXXXXXXXXX delivers N, thus stripping the 1 off before sending to ARS, you would never receive 1XXXXXXXXXX in ARS. I know it doesn’t need to be there but it just looks perdy so dangit I put it in there (I just blame it on the OCD).

June 11, 2014October 20, 2015IP Office

Using an analog phone on the IP Office

IP Office, all releases.

Using an analog phone on Avaya IP Office

To transfer a call:

With caller on, press “flash” – You will hear a stutter dial tone.

Enter the extension number and hang up..

To Place a call on hold:

With the caller on, press “Flash” – You will hear a stutter dial tone.

Hang up the phone.

To pick the call up off of hold:

Pick up the phone – You will hear a stutter dial tone.

Press “Flash”, you are now connected to the caller that was on hold.

To Conference multiple parties together:

Dial your first caller.

Press “Flash”, you hear stutter tone, dial *47 (the default Ad Hoc Conf code) You will hear confirmation tone that you were conferenced in with that first caller.

June 7, 2014June 8, 2014IP Office

Creating Conference bridge – Announcing Participants

Creating a simple conference menu is a common request, and with voicemail Pro, we can announce the attendees. There are a few things we would need to set up first.

Here is the conference module we will make:

1. First we need to make a short code for all users to have a conference bridge. Here we use 7 and our extension number (407 for testing).

This is what Voicemail Pro will transfer callers into for a bridge ID. Also, if there are user internal, they will be able to dial 7XXX, where XXX is the extension number of the conference host.

April 13, 2014May 18, 2014IP Office

Auto Answer for IP Office

Sometimes call center agents want their phones to answer after 1 ring. With IP Office you can do this. For this to happen, we need to add a new short-code (if it is not already there) for each user that wants this feature.

*DCP
Dial
40000000,0,X,Y,0
l/g 0

(X affects internal calls and Y affects external calls)

With the digit set to “1”, this is normal operation.

With the digit set to “2”, this will give 3 beeps (heard by both parties) and answer the call.

With the digit set to “3”, the agent will get 1 ring cycle, and the call is answered, with the external party not hearing anything…

March 6, 2014May 18, 2014IP Office

Sip Trunk from Asterisk to IP Office

Occasionally we hear people that want to connect an Asterisk to an IP Office. The below submission was compliments of Tek-Tips.com

IP Office setup:

1) Create a new SIP Trunk (SIP Licenses are required for this)
2) The only thing you fill in here is the IP address of Asterisks/TrixBox. Please note that this config is done anonymously, so I assume the two machines are either on the same LAN or connected securely via a VPN, I would not recommenced this setup if you are doing this over the internet.

ITSP Domain:
IPSP IP : Asterisks IP
Prim Auth / Pass:
Eveything Else:

February 17, 2014July 18, 2014IP Office

Change Conf Passwords

In the past we have added a conference bridge menu to IPO Office and Voicemail Pro. We have also added the ability for a user to set a password in Manager, and use that password in order to gain entry into the conference bridge.

This was good, but the IP Office system admin would need to add the password manually, and change when needed. Now, we would like to give a user the ability to set their own password and change it as well.

For now, lets not worry about the red circles, those are the recordings we will need to do at the end….