~~Title:Version 9.1~~
{{indexmenu_n>95}}
====== IP Office 9.1 ======

<WRAP center round important 60%>
For **DuVoice 6.0** SIP please follow [[integration:avaya:ipoffice:ipofficesipwv6|IP Office 10.x]] integration notes.
</WRAP>

All configuration is performed from the Avaya IP Office Manager application. This application can be installed on the DuVoice system without interfering with the DuVoice operation and is suggested for easy configuration checks by DuVoice technical support.

When using multiple IP Office's at a site, you must create a new location on the DuVoice system for each of these PBX's.  Then configure all the guest mailboxes located on a specific PBX within it's own location.  This is necessary when configuring IP Office User Configuration under connectors so that the name and class of service changes are made to the appropriate IP Office.  The Avaya User Configuration API does not currently support changing names and class of service across a solution.

<callout type="danger">
Forwarding to shortcodes are unsupported in version **9.1.5** and **9.1.6** and are therefore incompatible with DuVoice for that feature.
\\ \\
Contact your Avaya Representative to discuss updating to **9.1.7** which resolved this issue.
</callout>

===== Features =====
  * Name display change.
  * User rights changes (COS).
  * MWI set/clear.
  * Emergency Alert Notification (EAS).
  * DND or Call Forward All.

===== Requirements =====
  * IP Office 9.1.7 or above.
  * CTI Pro if using:
    * Emergency Alert Notification. (required on every IP Office system that will be monitored)
  * Lan connection.
  * IP Office manager software must be installed on the DuVoice system.

==== Using SIP ====
  * One license of //3rd Party IP Endpoints// for every line of DuVoice.
  * Voice Compression Module.  Example: VCM64/ATM4.

==== Using Analog ====
  * Analog extension for each line of DuVoice.

====== PBX Configuration ======
When configuring an IP Office Server solution you must manage users, extensions and groups discussed here on the server and not under Solution.  If you have additional IP500's connected to the solution it is suggested to manage them via that specific Server rather than under Solution as well.

===== Server Edition =====
Configuration of Server Edition is the same with the exception that it does not support //Group Voicemail//.

==== Editing Notes ====
{{:images:pbx:avaya:ipoffice917:ipo00007.png?direct|}}

===== IP500 Edition =====
IP500 supports all the features of Server Edition plus support for //Group Voicemail//.

==== Voicemail Support ====
If you intend on using the DuVoice as the Voicemail, then you must enable //Group Voicemail//.

{{:images:pbx:avaya:ipoffice917:ipo00001.png?direct|}}

<label>Messages Button Goes To Visual Voice</label> \\ This must be unchecked. It can only be unchecked if the //Voicemail Type// is not //Group Voicemail//.

<label>Voicemail Type</label> \\ Set to //Group Voicemail//.

<label>Voicemail Destination</label> \\ Choose the group for the voicemail.

===== Security Settings =====
These changes must be made by logging into the security configuration of the PBX using Avaya IP Office Manager located under **File** | **Advanced** | **Security Settings...**.

==== Login ====
Login using the security account. \\ Default Service User Name: security \\ Default User Password: securitypwd \\ 

==== Services ====
{{:images:pbx:avaya:ipoffice9:securityconfig01.png?direct|}}

<label>Service Security Level</label> \\ Select **Unsecure + Secure**.

<label>Security Access Source</label> \\ Select **Unrestricted**.

==== Certificate Update ====
The IP Office name change interface requires a valid certificate on the IP Office.  This certificate expires every three years automatically.  If they DuVoice system was changing names and suddenly stops the certificate is most likely the cause.

{{:images:pbx:avaya:ipoffice9:certificateselection.png?direct|}}
  - Choose Certificates Tab on the right. 
  - Click View.\\ Check the expiration date.  In this example you can see the expiration date of 02/14/2015. \\ {{:images:pbx:avaya:ipoffice9:certificateview.png?direct|}}
  - Click Ok.
    * **Note**: If the certificate has expired click Delete.
    * **WARNING:** If you press Delete the PBX will drop all calls and may be unavailable for up to 5 minutes.
  - Save the settings.

===== Using SIP =====
If you will be using SIP extensions to connect the DuVoice system to the PBX, follow these steps.

==== System ====
SIP Registrar settings can be configured for either LAN1 connection, typically only LAN1 is used however. When configuring the DuVoice you will use the IP address of the LAN port you enabled the registrar for.

=== Enable SIP Registrar ===
{{:images:pbx:avaya:ipoffice917:ipo00002.png?direct|}}

<label>SIP Registrar Enable</label> \\ This must be //checked//.

<label>UDP Port</label> \\ This must should be 5060 (default).

<label>TCP Port</label> \\ This must should be 5060 (default). DuVoice does not use TCP by default.

<label>Auto-create Extn/User</label> \\ This field should be //unchecked// for most installations for additional security.

==== Extension ====
A SIP extension must be created for each line of DuVoice.

=== Extn ===
{{:images:pbx:avaya:ipoffice917:ipo00003.png?direct|}}

<label>Base Extension</label> \\ Enter an extension number for the DuVoice line.

<label>Force Authorization</label> \\ This checkbox needs to be **UNCHECKED**

<callout type="info" title="Note">For added security this field can be checked and each line configured to login with a username/password. The default IP Office realm for SIP is //ipoffice//.
</callout>

=== VoIP ===
{{:images:pbx:avaya:ipoffice917:ipo00004.png?direct|}}

<label>IP Address</label> \\ Leave this field as //0.0.0.0// (default).

<label>Codec Selection</label> \\ Choose Custom and only add //G.711 ULAW 64K// and //G.711 ALAW 64K//. These are the only codecs supported by DuVoice.

<label>Re-invite Supported</label> \\ Check this field.

<label>Allow Direct Media Path</label> \\ This field is optional. If you are using multiple networks or encounter breakup of speech this field should be unchecked.

<label>Reserve License</label> \\ Suggest this field be set to //Reserve 3rd party IP endpoint license// to insure the DuVoice retains it's SIP license.

<label>Fax Transport Support</label> \\ DuVoice does not support FAX via SIP therefore this field should be set to //None//.

<label>DTMF Support</label> \\ Choose //RFC2833/RFC4733// (default). If the system encounters issues with hearing DTMF set this to //Inband//.

==== User ====
A User must be created for each extension created.

=== User ===
{{:images:pbx:avaya:ipoffice917:ipo00008.png?direct|}}

<label>Name</label> \\ Enter a unique name for this user.

<label>Full Name</label> \\ Enter a unique name for this user. It is suggested to include the site name rather than DuVoice in case callers have a phone with a display as in this example for //Sound Casino//.

<label>Extension</label> \\ Enter the extension number to associate with this user.

=== Voicemail ===
Confirm //Voicemail On// is unchecked for this user.

{{:images:pbx:avaya:ipoffice917:ipo00011.png?direct|}}

=== Telephony ===

== Call Settings ==
{{:images:pbx:avaya:ipoffice917:ipo00009.png?direct|}}

<label>Call Waiting On</label> \\ Check this feature. If this is unchecked the DuVoice system will not be able to transfer calls.

== Supervisor Settings ==
{{:images:pbx:avaya:ipoffice917:ipo00010.png?direct|}}

If //Force Authorization// was enabled for the extension, enter a login code and check //Force Login//. By default these fields should be blank and unchecked.

=== Button Programming ===
Remove all line appearances expect for Button 1.

{{:images:pbx:avaya:ipoffice917:ipo00012.png?direct|}}

===== Using Analog =====
If you will be using analog extensions to connect the DuVoice system to the PBX, follow these steps.

==== Extension ====
An extension must be created for each line on the DuVoice.

{{:images:pbx:avaya:ipoffice917:ipo00005.png?direct|}}

<label>Equipment Classification</label> \\ Select **IVR Port**. This will give the DuVoice system positive disconnects.

==== User ====
A User must be created for each extension created.

=== User ===
{{:images:pbx:avaya:ipoffice917:ipo00008.png?direct|}}

<label>Name</label> \\ Enter a unique name for this user.

<label>Full Name</label> \\ Enter a unique name for this user. It is suggested to include the site name rather than DuVoice in case callers have a phone with a display as in this example for //Sound Casino//.

<label>Extension</label> \\ Enter the extension number to associate with this user.

=== Voicemail ===
Confirm //Voicemail On// is unchecked for this user.

{{:images:pbx:avaya:ipoffice917:ipo00011.png?direct|}}

=== Telephony ===

== Supervisor Settings ==
Verify //Login Code// is blank and //Force Login// is unchecked (default).

{{:images:pbx:avaya:ipoffice917:ipo00010.png?direct|}}

=== Button Programming ===
Remove all line appearances expect for Button 1.

{{:images:pbx:avaya:ipoffice917:ipo00012.png?direct|}}

===== Groups =====
Create a huntgroup for the DuVoice lines.

==== Group ====
{{:images:pbx:avaya:ipoffice917:ipo00013.png?direct|}}

<label>Name</label> \\ Give this group a unique name.

<label>Extension</label> \\ Enter a huntgroup number. This number should be programmed as the voicemail button on any analog phones.

<label>Ring Mode</label> \\ Must be set to **Sequential** to be used as a Group Voicemail destination.

<label>User List</label> \\ Enter the users created for the DuVoice lines.

==== Queuing ====
This feature should not be enabled.

==== Overflow ====
It is suggested to create a group for the operators and set the overflow to be directed towards that group.

{{:images:pbx:avaya:ipoffice917:ipo00014.png?direct|}}

==== Voicemail ====
This feature should not be enabled for this group.

==== Voice Recording ====
This feature should not be enabled for this group.

==== Announcements ====
This feature should not be enabled for this group.

===== Short Codes =====
<callout type="danger">
When configuring shortcodes for IPO Server Edition, these shortcodes should be configured at the Solution level.
</callout>

=== Message Waiting ===

== ShortCode for MWI ON ==
{{:images:pbx:avaya:ipoffice9:mwioncode1.png?direct|}}

<label>Telephone Number</label> \\ <nowiki>N";Mailbox Msgs=1"</nowiki>

== ShortCode for MWI OFF ==
{{:images:pbx:avaya:ipoffice9:mwioffcode1.png?direct|}}

<label>Telephone Number</label> \\ <nowiki>N";Mailbox Msgs=0"</nowiki>

== DuVoice Configuration ==
Then using System Configuration edit the active Integration template and set the MWI On and off codes to the following.

= MWI On commands =
{{:images:pbx:avaya:ipoffice9:shortcodemwion.png?direct|}}

= MWI Off commands =
{{:images:pbx:avaya:ipoffice9:shortcodemwioff.png?direct|}}

=== DND / Call Forwarding ===
DuVoice recommends not using DND as it will not forward calls destined for a guest to be directed to the DuVoice system. In this case the caller will simply hear a busy tone.

When using call forwarding the huntgroup number of the DuVoice must be set as the Forward Number for each guest.

== Call Forward On ==

{{:images:pbx:avaya:ipoffice917:cfoncode.png?direct|}}

<label>Code</label> \\ *98*N*

<label>Feature</label> \\ Either //Forward Unconditional On// or //DO Not Disturb On//.

<label>Telephone Number</label> \\ <nowiki>"@POST="N";"</nowiki>

== Call Forward Off ==

{{:images:pbx:avaya:ipoffice917:cfoffcode.png?direct|}}

<label>Code</label> \\ *99*N*

<label>Feature</label> \\ Either //Forward Unconditional Off// or //DO Not Disturb Off//.

<label>Telephone Number</label> \\ <nowiki>"@POST="N";"</nowiki>

== DuVoice Configuration ==
Next edit //c:\duvoice\database\sysconfig.ini// and under the **Notification** section set //Restrict Phone=// to *98*%e* and //Unrestrict Phone=// to *99*%e*.

  [Notification]
  Restrict Phone=*98*%e*
  Unrestrict Phone=*99*%e*

Add the //RestrictPhone// and //UnrestrictPhone// notification template to each guest mailbox.

=== Operator ===
By default the DuVoice assigns the operator mailbox extension "0". This will be dialed for transfers to the operator, Failed wakeup alerts, and possible 911 Emergency alerts. Avaya IP Office does not have a 0 extension by default. It is required to configure a shortcode that will direct calls to 0 to the appropriate extension or huntgroup. This will normally be the reception desk. The following example sends 0 to huntgroup 501.

{{:images:pbx:avaya:ipoffice9:operatorshortcode.png?direct|}}

=== Multiple IP Office Forwarding ===
If you are using IP Office Server Edition with multiple IP Offices at a single site follow these steps for creating a shortcode for forwarding remote guests to the DuVoice.

A shortcode is used to forward users from another IP Office when the DuVoice extensions are not on the same pbx.  This is because the IP Office does not provide called party information to forwarded extensions.

This will only work when using SIP or TAPI integration.

{{:images:pbx:avaya:ipoffice9:forward2vmshortcode.png?direct|}}
  * **Code** \\ *67;
  * **Feature** \\ Dial Extn or //Dial Physical Extn by Number// if //Dial Extn// is not available. 
  * **Line Group ID** \\ Enter the line groop id for the PBX which the DuVoice is connected.
  * **Telephone Number** \\ DuVoice huntgroup number, followed by //|>>E//. This only works for the SIP interface, when using TAPI set shortcode to //S##E//.

=== Hospitality Maid Codes (Optional)===
This short code will allow staff to dial maid codes directly.

{{:images:pbx:avaya:ipoffice9:maidcodeshortcode.png?direct|}}


===== Staff / Guests =====
For staff and guest phones using the DuVoice as their voicemail follow these steps.

==== Server Edition ====
Follow these steps if the DuVoice resides on a Server Edition regardless if the user does or not.

=== User ===

== Voicemail ==
{{:images:pbx:avaya:ipoffice917:ipo00011.png?direct|}}

Ensure the //Voicemail On// checkbox is unchecked.

== Forwarding ==
{{:images:pbx:avaya:ipoffice917:ipo00015.png?direct|}}

<label>Forward Unconditional</label> \\ This should be unchecked. This field will be automatically checked by the DuVoice system when if using Call Forward all rather than DND.

<label>Forward Number</label> \\ Enter the group number created for the DuVoice.

<label>Forward Hunt Group Calls</label> \\ Check this box.

<label>Forward Internal Calls</label> \\ Check this box.

<label>Forward On Busy</label> \\ Check this box.

<label>Forward On No Answer</label> \\ Check this box.

<label>Forward Number</label> \\ Enter the short code created for forwarding, default is *67.

<label>Forward Internal Calls</label> \\ Check this box.

==== IP500 Edition ====

=== User ===

== Voicemail ==
{{:images:pbx:avaya:ipoffice917:ipovmenable.png?direct|}}


If the Voicemail under //System// was set to //Group Voicemail// check the "Voicemail On" box. This will allow all digital phones with a //Messages// button to call the DuVoice system when pressed and forward all calls not answered to the DuVoice group.

===== User Rights =====
For hospitality systems at least two //User Rights// groups must be created.

Create the desired number of user rights templates for guests in various states. By default the DuVoice uses the names //RESTRICTED// for rooms which are checked out and //UNRESTRICTED// for those which are checked in.

These names are case-sensitive.

{{:images:pbx:avaya:ipoffice917:ipo00016.png?direct|}}

====== DuVoice Configuration ======

If your system was purchased from DuVoice you can skip the Installation of Dialogic and the DuVoice software and go directly to Setup Wizard. For Kit installations you must install Dialogic HMP followed by the DuVoice software. 

===== Install Dialogic HMP =====
Before DuVoice software can be installed, the Dialogic HMP drivers must being installed and configured.
[[http://duvoice.com/support/vs6/manual/install/dialogic|Dialogic HMP installation steps]]


===== Using SIP =====
If your system was purchased from DuVoice you can skip the Installation of Dialogic and the DuVoice software and go directly to Setup Wizard.  For Kit installations you must install Dialogic HMP followed by the DuVoice software.

{{:images:520:setup:welcome.png?|}}
     *  Click **Next**.

{{:images:520:setup:siteinfo.png?|}}
 
  *  Fill in all  the fields with the site information.
  *  Click **Next**.

{{:images:520:setup:ipoffice-1.png|}}

  *  Select the option which best matches your PBX or Other if your PBX is not listed.
  *  Click **Next**.

{{:images:520:setup:ipoffice-2.png?|}}
 
  * Unless you have chosen Other as your PBX you will be presented with the choice to configure the default setting for message waiting indicators.  Some PBX's support multiple types, choose the one which you want to use for your PBX in this case.  If you have elected to use ShortCodes choose "Inband using shortcodes".
  * Click **Next**.

{{:images:520:setup:sippbx.png?|}}

  * Enter the IP address of your PBX for SIP registration.
  * Click **Next**.

{{:images:520:setup:lines.png?|}}

  * Enter the huntgroup of the DuVoice system you have created in the PBX.
  * If all the stations are numerical check **Auto increment extension numbers based on line 1.** and enter the first line number in the space provided.  If they are not enter the extension number for each port.
  * Click **Next**.

{{:images:520:setup:ipoffice-3.png?|}}

  * Click **Finish** if all the setting are correct.

===== Name Changes =====
From the DuVoice server, open DuVoice System Configuration. Select **Features>Connectors**. 

Select **IP Office>User Configuration**. This connector is used to establish a Configuration Web Service connection to IP Office, for update of guest user names and user rights template. 

{{:images:530:img0000002.png?direct|}}

<label>Enabled</label> \\ Check this box.

<label>IP Address</label> \\ Enter the IP address of the IP Office.

<label>Service User Name</label> \\ Enter the username to use for access. Default is Administrator.

<label>Service User Password</label> \\ Enter the password to use for access. Default is Administrator.

<label>TCP/IP Port</label> \\ Unless this has been changed on the IP Office it should be set to 50805 (default).

<label>Retries</label> \\ Enter the number of retries in case of failure.

<label>IP Office Server Edition</label> \\ If the IP Office is a Server Edition check this box.

<label>Driver Installed</label> \\ Click install to install the correct driver version. If your version of IP Office is not listed, download [[http://duvoice.com/support/vm/downloads/ipodriver|HERE]] to see if it has been added. If not you will need to contact DuVoice support.

=== Devlink Configuration ===
This configuration is only necessary if using Emergency Alerts. The system can support up to 10 individual IP Office systems.

{{:images:530:img0000003.png?direct|}}

<label>Enabled</label> \\ Check this box to enable EAS support.

<label>Password</label> \\ Enter the password to use for access. Default is //password//.

<label>IP address</label> \\ Enter the IP address of the IP Office to monitor.

===== Multiple Extensions =====
In cases where a room may contain multiple phones, each with their own extension these steps are suggested.  This setup will support both message waiting and name change for each extension.

Each room in the Property Management System (PMS) is configured as hunt group in the IP Office.  This should match the primary extension for the room.  This hunt group number should also equal the rooms mailbox number.

==== PBX Configuration ====
Create a hunt group which contains each extension in the room.

{{:images:520:admin:multiext01.png?direct|}}

  * **Name** \\ Enter a name.  This field will be modified on name changes.
  * **Extension** \\ Enter the extension for the room.
  * **Ring Mode** \\ Set to Collective so all extensions ring.
  * **No Answer Time** \\ Set this to a reasonable no answer time.  Suggested to be 6 seconds.
  * **User List** \\ Enter all the extensions in the room.

{{:images:520:admin:multiext03.png?direct|}}
  * Disable Queuing.

{{:images:520:admin:multiext02.png?direct|}}
  * **Overflow Group List** \\ Enter the voicemail hunt group.

{{:images:520:admin:multiext04.png?direct|}}
  * **Voicemail On** \\ Uncheck this.

==== DuVoice Configuration ====
The system by default has has a template for Message Waiting On/Off, in order to light the Message Waiting indicators for all the rooms extension you will need to create new templates for the maximum number of extensions in any room.  In this example each room has two extensions.

From **Mailbox Administration** choose Templates | Notifications.

{{:images:520:admin:multiext05.png?direct|}}
  * Highlight MWI On, click Copy and enter a meaning full name.

{{:images:520:admin:multiext06.png?direct|}}
  * Change the Address number to use.  Default is 0, here we enter 1 for the next.

Perform this same copy for MWI Off and set the Address number the same.  Repeat these steps for every additional extension in the room increasing the Address number each time.

From the room, in this example 7114, choose Address List.  Edit MWI 0, and enter the first extension number.  Add Additional addresses for each extension.

{{:images:520:admin:multiext07.png?direct|}}

Choose Notifications, add the new templates you created to the list.  This list may only contain 10 events, if you need to add more choose **Map to DTMF** and add them there.

{{:images:520:admin:multiext08.png?direct|}}

===== Record A Call =====
Using this shortcode you can record a call by conferencing in the DuVoice by dialing this shortcode.  The message will be automatically deposited in the mailbox matching the extension which dialed the shortcode.  You can replace the //E// with an a mailbox of your choice as well.

This will only work when using SIP or TAPI integration.

{{:images:pbx:avaya:ipoffice9:recordcallshortcode.png?direct|}}
  * **Code** \\ *68;
  * **Feature** \\ Dial Extn
  * **Telephone Number** \\ DuVoice huntgroup number, followed by <nowiki>S**E</nowiki>

====== Trouble Shooting ======

===== Name Changes =====
Failure for the system to perform name changes can be linked to several problems.  These are the most typical reasons why name changes will fail.

  * Certificate is out of date.
  * Certificate has been generated by Avaya tech support and not Avaya.com or the PBX itself.
  * The IP Office has been upgraded.  
  * DuVoice has been upgraded.  DuVoice ships the most recent versions of the Avaya Configuration Management API and if the PBX remains at an older version most likely the new Avaya DLL's are not compatible with your PBX.  This can only be resolved by upgrading the PBX or by contacting DuVoice tech support.

Another cause of failure is because names contain unicode or accented characters which the Avaya does not like.

**Note:** \\ The Avaya SDK used to perform these changes is not always compatible with older versions of IP Office. If you feel this might be the case you can try to copy the older DLL's from the older version of IP Office Manager. The voicemail must be shutdown to perform this action.

Copy the following DLL's from your IP Office Manager folder (//C:\Program Files (x86)\Avaya\IP Office\Manager//) to the DuVoice folder (//C:\duvoice//). It is strongly suggested you make a backup of the existing versions in case this does not resolve the issue.

  * AvailabiltyValidationVisability.dll
  * CoreServices.dll
  * LegacySettings.dll
  * SecurityManager.dll
  * UpgdWiz.dll
  * WhoIs2.dll
  * WindowsControlLibrary.dll

===== DND Disables forwarding =====
This is a problem with the Avaya TAPI driver which is used to enable/disable DND for a user. This is typically not a problem, however when using forwarding on users rather than configuring the DuVoice system as the voicemail it can occur.

Using System Configuration, goto Features | Connectors | IP Office and check **Disable support for DND**.

DND for room phones will no longer work, but can be substituted by configuring additional User Rights groups. 

===== Message Button Fails ===== 
On upgrades and by default the IP Office is configured so that the message button sends user to visual voicemail rather than the voicemail system defined.

**Note:** The message button cannot be used on Server Edition because it does not support voicemail of type group. If using a non-server edition the steps below can be used to resolve it.

  - Login to IP Office Administration.
  - Go to the System settings.
  - Click on Voicemail tab
  - Uncheck “Messages Button Goes to Visual Voice”. You may need to set the voicemail type to something besides “Group Voicemail” if it’s disabled long enough to uncheck the box.
  - Save changes and merge the configuration. 

===== Date and times in logs =====
The IP office monitor application is really nice, however it has one major flaw in that it will not time/date stamp the entries.

You can change this behavior by checking the following two fields on the System tab.

**Prefix YYYY-MM-DD hh:mm:ss:mss**\\
**Date/Time Periodic Prints**

===== MWI Light goes on then immediately goes off =====
This is typically caused because the extension is configured for voicemail and the DuVoice is not the primary voicemail. Typically the IP Office is configured to use it's own voicemail and when the DuVoice sends a code to turn the light on it will do it, but then immediately turn it off because the IP Office's internal message queue for the extension says it has no messages.

The fix in this case is to disable voicemail for the extension. If this is done you must confirm that the extension is using forwarding in order for the DuVoice to act as it's voicemail mailbox. If the extension is to use the IP Office for it's voicemail you must delete the mailbox which corresponds with this extension in the DuVoice or disable voicemail in mailbox's class of service.

{{:images:pbx:avaya:ipoffice9:ipoffice-monitor-system.png|}}

===== Calling system gives Fast Busy =====
Typically this is due to the fact the system does not have Voice Compression Module.

===== Wakeup calls forward to VM =====
The recommended no answer time is 25 seconds.