Assist - IP Office 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….

February 17, 2014May 18, 2014IP Office

Conference Meet Me in VM Pro

With Preferred Edition, you have the ability to use conference meet me short codes. Using Voicemail Pro modules, we can create a module that allows callers to enter their bridge number.

If you used this help guide to help set up the meet me bridges, we will expand on that….although you do not need to use our codes…

So, as you see, we just have a basic module asking for the conference ID, or extension number of the conference bridge. When the caller presses any amount of digits, that will transfer to those digits.

February 17, 2014July 9, 2014IP Office

Conference Bridge with Passwords

To compliment the fact that Voicemail Pro can offer conference meet me bridges, often, I get asked by a customer to create a way to password protect those bridges. Luckily, VM Pro CAN do this….

Expanding off previous posts, we will create a short code in IP Office:
Code: 42XXX
Feature: Conference Meet Me
Number: . (yes that’s a period)
LineGroup 0

This allows our 4 digit extensions (that begin with 2) to all have a conference bridge of 42100-42999, that matches their extensions…pretty cool.

February 14, 2014July 27, 2014IP Office

Upgrading a UCM to R9

Because release 9 has an OS update for CentOS, you can NOT use the zip files to upgrade a UCM to release 9. You must re-image the UCM (or Application server) If you do this all settings will be lost, so please backup first here….

Application servers will use a DVD for re-imaging, not the USB stick.

First you should backup all data that is necessary, See the post here on how to backup all files.

Second, you will need to build a USB stick for this. Per Tech Tip 260 from Avaya, below are the supported USB devices.

February 14, 2014July 18, 2014IP Office

Restoring UCM or Application Server settings

Earlier, we backed up our config on an Application server.

Then we upgraded the Application Server.

Now we need to restore the Application server info.

Lets restore voicemail first.

Find the “Wavs” folder you backed up. Using your SSH (maybe FileZilla) replace the “wavs” folder with your folder. This will put all recordings on the Voicemail server. Remember, you will navigate to the root directory of the machine.

In the remote site entry, erase everything except the “/”, or at the top folder where it says filename, double click on that, until you are at the top level directory (root directory)