Make sure all of the following are in place in order to get your licenses to come up valid:

• Installation of Feature Key Dongle - Your feature key dongle must be securely connected to the PC that acts as your license server (often also the VoiceMail Pro server)
• You have installed the Feature Key Server software from the IP Office Admin CD on the PC with the dongle.
• The Key Server service is running on the key server PC (sometimes stopping and restarting this service helps).
• The correct IP address for the PC acting as the Key Server has been entered in Manager under System->License Server IP address.
  

Our lab test results show that Vonage Caller ID is not 100% compatible with the Avaya IP Office phone systems. Packet8 service, provided by 8x8 Inc. (NasdaqCM: EGHT), has proved to be a much better alternative to Vonage for voice over IP dial tone, as their Caller ID works so much more reliably when interfacing with the Avaya IP Office system in that it provides not only the callers' name and number almost 100% of the time. On the other hand, Vonage tended to provide acceptable caller ID information, ie. callers' phone number and name, once every ten calls at best.

Check the following:

• Make sure you have completed installation of the VoiceMail Pro software and the VoiceMail Pro Service is running on your voice mail server PC. Sometimes stopping and restarting the service will help.
• Make sure that your Voicemail Pro license is coming up as valid in Manager
• Make sure your voice mail server IP address is correctly programmed in Manager (set in systemàvoicemail tabàvoicemail server IP address. Make sure voice mail type is set to "PC" in this tab as well.)

Voice mail jitter can come from one of two things: an overloaded server and collisions between packets on your network. Check the following:

• If you are using a 403 base module, your network interface card in your Voice Mail Pro server PC needs to be set to 100/Half Duplex. This setting should also be used for any ports on 3rd party routers that the server and/or the IP Office are using as an uplink to the rest of your network.
• The voice mail server should be dedicated to voice mail and not running any other services. Do NOT install VoiceMail Pro on a server that is also running Exchange, hosting websites, or any other high-impact services.
• Make sure all screen savers, power save and hibernation modes are turned off.
• Anti-virus software can often impact the VoiceMail Pro service as well. Disable any background anti-virus software on the voice mail server PC.

You need to configure Phone Manager to log into the IP Office phone system to control your phone. The first time you run Phone Manager, do the following:

• Go to configureàPBX
• Enter the IP address of your IP Office in the PBX address field.
• When you enter the correct IP address, the Username box should automatically fill up with the names of every user in the system. If it does not, you have an incorrect IP address or your computer cannot communicate over the network with the IP Office.
• Select your name from the list and enter your user’s password where indicated. When you click ok, Phone Manager should come up, as “you” and all the buttons and menus will work.

Make sure that:

• You have valid licenses for Phone Manager Pro
• “Phone Manager type” is set to “Pro” under your user’s telephony settings in Manager.
• You don’t have more people trying to log in as Pro users than you have licenses for. If you have 5 Pro licenses, the 6th user to log in will get Phone Manager Lite, even if the above settings are correct.

Yes. However, the setting is not in Phone Manager. Open your phone system config in IP Office Manager, go to your lines area, and select a line. The “prefix” setting is designed to fix just this problem. Whatever you enter in the prefix area will pre pre-pended to the caller ID of every call that comes in on this line. Now the entire caller IDs in your logs will have 9’s in front of them and you can call them back using the “call number back” feature.

A short code can be programmed to support this functionality. Contact Mountain States Telecom for more information about this programming technique.

There are just a few simple steps to start dialing from Outlook:

• Make sure you have installed the TAPI drivers on your PC from the User CD.
• Make sure the TAPI driver is configured correctly. You can find the settings by going to the Windows control panelàphone and modem optionsàadvancedàAvaya IP Office TAPI2 service provider. (if you don’t see that last part, you have not installed the TAPI drivers).
• In the properties of the TAPI driver, make sure that “single user” is selected, and that the switch IP address, username, and password are identical to the settings you use under the configureàPBX window of phone manager.
• If you had to change settings in the TAPI driver, you must reboot your computer for them to take effect.

Once the driver is configured correctly, you have to tell a program from which you wish to dial to use the driver instead of your PCs modem. In Outlook, here’s how you do it:

• Open a contact you wish to dial. They must have at least one phone number field filled out.
• Click the auto-dialer button in the toolbar of the contact.
• Click the “dialing options” button
• Select “IP Office phone:<extn #>” under the “connect using line” drop-down box.
• When you click “start call” your phone will automatically dial the contact number. Note that all rules about dialing 9 and/or 1 still apply.

We’ll make this easy - YES. Your Avaya IP Office system MUST have voice compression hardware in place in order to do any sort of VoIP telephony (IP phones and/or tying multiple IP Office units together.) All of the Avaya Small Office Edition control units come with VCM hardware built-in. On the Avaya 403, 406, and 412 models, you MUST purchase an additional VCM card in order to do Voice over IP functionality.

The confusion is arising around WHEN the system uses the VCM and when it does not. Depending on how you are going to use the system, we may be able to reduce the SIZE of your VCM, but not eliminate it all together. One of Mountain States Telecom’s knowledgeable engineers will be glad to help you determine how big a VCM you’ll need.

The phone looks for 2 files on the TFTP server every time it boots up: 46xxsettings.scr and 46xxupgrade.scr. By default, the upgrade script exists and the settings file does not. The phone doesn’t NEED the settings file to work, but it will give you a timeout error if it can’t find it anyway. To resolve this:

• On your TFTP server create a new file in c:\program files\Avaya\ip office\manager called 46xxsettings.scr.
• You can leave this file blank, or you can put in a line, starting with a “#” symbol, stating that the file is only there to get rid of timeout errors on the phones.

Your phone can’t communicate with the other end of the VPN tunnel – usually because of an incorrect “router” setting. Make sure that the IP address you are giving the phone for its router is the address of whatever device is handling your LOCAL end of the VPN tunnel.

Your phone can talk to the IP Office, but the IP office can’t talk back. This is due to incorrect or missing IP routes in the IP Office configuration. The actual IP routes you need to add will vary based upon your network topology, but a good rule of thumb is that you should ALWAYS have a default route:

• IP address = blank
• Mask = blank
• Gateway = address of router through which the IP Office can communicate with other networks (often this is the device handling the IP Office end of the VPN tunnel)
• Destination = LAN1

Chances are you are talking on two phones with a router between them. To fix the one-way talk issue:

• Open your phone system config in Manager
• Go to the extensions area
• Select the extensions in question. On each, go to the VoIP tab and make sure that “enable direct media path” is NOT checked.

This is one of the limitations of Voice over IP telephones. In the current state of the technology, group page simply does not work at this time.

Please call Mountain States Telecom at 719.635.0006 for support on the Small Office Edition.

We’ve seen this happen, too, and we’re not sure why. For this reason, Mountain States Telecom highly recommends that you download the free Avaya TFTP Suite Pro application and use THAT as your TFTP server application instead of leaving a Manager window open all the time.

Paging systems are tricky. You will almost always need some sort of an interface unit to go between the IP Office and your paging amplifier. The best solution is to purchase a Universal Paging Access Module (UPAM) from Avaya. However, there is one trick you can try:

• Connect the POT extension on the IP Office you wish to use to a simple telephone cord splitter (available at Radio Shack, etc)
• Connect one of the outputs of the splitter to the input on your paging amplifier.
• Connect the other end of the splitter to a cheap, single-line analog telephone. Leave this phone OFF HOOK ALL THE TIME.

Yes. This is a common complaint when using a PRI. Open your telephone system configuration file, in Manager, go to the ‘system’ area, click the ‘telephony’ tab. These two values will be of interest to you:

• Dial Delay Time: This is the amount of time that the system will wait after the last key you press before attempting to interpret what you dialed. Increasing this value will make the system give you more time to dial a phone number.
• Dial Delay Count: This is the number of key presses the system will wait for before trying to interpret what you’ve dialed.

The optimal settings for these two values will depend on your environment (how your T1 works, whether you have to dial 10 digits on all outside calls or not) so there is no “correct” setting for all cases. With some simple trial-and-error, however, you will be able to use these two settings to optimize your dialing.

There are several places that people can log in and out of a group, and they will conflict with each other if set differently. You can enable/disable a user’s membership in a hunt group in any one of the following places:

• The “agent mode” tab in Phone Manager Pro.
• The properties window for a hunt group in Manager.
• Via a programmed soft key on the phone.
• Through the menu on the 44xx or 46xx series phones. (Avaya 4412, 4424 system telephones, the 5410, 5420 digital telephones and 5610 and 5620 IP telephones.)

That last item is often the problem and is the last place most people look. Press the menu button on your 44xx, 46xx, 54xx or 56xx-series phone and use the arrow keys to scroll over until you see “group” on the screen. Make sure there is a “ ^ “ character over the word “group.” If not, press the button under “group” to make the character appear. Otherwise, the phone will constantly be trying to log out of whatever groups it’s user belongs to.