Avaya Solution and Interoperability Test Lab Application Notes for Avaya IP Office with a Skutch Electronics Promotion on Hold Segregator - Issue 1.0 Abstract These Application Notes describe a configuration of Avaya IP Office connected to a Skutch Electronics AS-801 Promotion on Hold Segregator. This solution is for customers who are using Key System operation with Analog Lines and want different messages played for different lines. The Skutch Electronics AS-801 Promotion on Hold Segregator uses the existing external Music on Hold connection on the Avaya IP Office to provide this capability. 1 of 14
1. Introduction Figure 1 shows the tested configuration. This solution is for customers who are using Key System operation with Analog Lines and want different messages played for different lines. The Skutch Electronics AS-801 Promotion on Hold Segregator uses the existing external Music on Hold connection on the Avaya IP Office to provide this capability. The Skutch Electronics AS-801 Promotion on Hold Segregator sits between the PSTN and Avaya IP Office. Analog lines on the Control Unit ATM4 daughter card, or the Analog Trunk Expansion Module (ATM16) connect from the Avaya IP Office to the AS-801 device to the PSTN. All analog lines that are used on the IP Office must be connected through the AS-801 device. Failure to connect a line through the AS-801 device will result in a steady tone being played when a call is on hold. The AS-801 device has connections for three audio sources and has an additional connection labeled TN which connects to the external Music on Hold port on the IP Office Control Unit. Configuration of the audio sources for a line is accomplished by changing the jumper position for each line. An audio source can be used for multiple lines. There are connections for six analog lines. If there are more than six lines, additional AS-801 devices can be daisy-chained together. The AS-801 generates a tone toward the IP Office external Music on Hold port. When a call is placed on hold, the IP Office connects that tone to the external line. The AS-801 detects the tone on that line and connects it to the appropriate audio source, which is configured via jumpers. Internal extensions have no connection to the AS-801 and because of this, internal calls placed on Hold and the HoldMusic shortcode (default *34) hear a steady tone when either of these two features is used. 2 of 14
Figure 1 - Test Configuration Diagram 1.1. IP Office Features There are two types of customer configurations where this functionality will be used. The first is in a traditional key system, where Line Appearances are configured on all telephones. The second is to PBX Hunt Groups, which are as the incoming destinations of the lines. In both cases, different messages will be played when a particular line is on hold. Both of these configurations were tested. In addition, the following features were successfully tested: 1. Hold, 2. Transfer, 3. Conference, 4. Park, 5. Routing to Call Appearances/Bridged Appearances/Coverage Appearances, 6. Routing to Hunt Groups and 7. Routing to Line Appearances. 3 of 14
2. Equipment and Software Validated The following hardware and software versions were used for this configuration: Equipment Version Avaya IP Office 412 3.1(65) IP Office Phone16V2 5.1(65) IP Office ATM16 5.1(65) Avaya 5602SW, 5610SW and 5620SW IP Telephones 2.3 Skutch Electronics AS-801 Music On Hold Segregator 2.1 Dell PowerConnect 3448P switch 1.0.0.112 Table 1 - Equipment and Versions Validated 4 of 14
3. Configure Avaya IP Office IP 412 This section describes the IP Office configuration at the Main Site. For this example, one line will be routed to a Line Appearance and the other will be to a Hunt Group. This includes: 1. Configuring the Line Appearance ID, 2. Configuring the Line s Incoming Group ID, 3. Adding a Line Appearance to a user s phone, 4. Creating a Hunt Group, 5. Adding an Incoming Route to a Line Appearance, 6. Adding an Incoming Call Route to a Hunt Group. IP Office is configured via the IP Office Manager program. Log into the IP Office Manager PC and select Start Programs IP Office Manager to launch the Manager application. Log into the Manager application using the appropriate credentials. 1. Configure the Line s Line Appearance and Incoming Group ID. In IP Office Manager, select Line in the left panel. Double-click on an analog trunk entry in the right panel. Select the Line Tab. Enter unique numbers for the Incoming Group ID and Line Appearance ID. Press the OK button. Repeat for all lines that will be used in the configuration. 5 of 14
2. Add a Line Appearance button. In IP Office Manager, select User in the left panel. Double-click on a user entry in the right panel. Select the Button Programming tab. Choose the button to program, left-click in the Action field and select Appearances->Line. Left-click in the Telephone Number field and select the Line Appearance ID created for the line in Step 1. Repeat for all lines that will arrive on Line Appearance buttons. Press the OK button. Repeat for all users that will have Line Appearance buttons. 6 of 14
3. Configure an Incoming Call Route. This step is needed to configure the Line s voicemail treatment. Calls on the line will proceed to the Voicemail box of the user specified in the Destination field. Select Incoming Call Route in the left panel. Right click and select New. Fill in the Line Group ID with the Incoming Group ID from Step 1 in this section. Set the Destination to be the user with the Line Appearance created in Step 2. Fill in all other fields as needed. Press the OK button. Repeat for all lines with Line Appearances. 7 of 14
4. Create a Hunt Group. Select Hunt Group in the left column. Right-click in the right panel and select New. Enter the Name and the Extension of the Hunt Group. 8 of 14
5. Add the stations in the Hunt Group. Right-click in the Extension List panel and select Add. Select the Extension of the stations(s) to add in the Group. Click the OK button to close the Selected Required Items dialog. Click the OK button to close the Hunt Group Form. 9 of 14
6. Configure an Incoming Call Route to the Hunt Group. Select Incoming Call Route in the left panel. Right click and select New. Fill in the Line Group ID with the Incoming Group ID from Step 1. Set the Destination to be the Hunt Group created in Step 4. Fill in all other fields as needed. Press the OK button. Repeat Steps 5 and 6 for all Hunt Groups. 10 of 14
7. Save the settings to the Control Unit. In IP Office Manager, press the Disk Icon, or go under File->Save. Select Immediately for the Reboot Mode and press the OK button. 11 of 14
4. Configure the Skutch Electronics AS-801 Promotion on Hold Segregator There is no administration required on the Skutch Electronics AS-801 Promotion on Hold Segregator. The steps for connecting it to IP Office are as follows (complete instructions can be found in the Skutch Electronics documentation specified in Item [2] of Section 8). Cables are not provided with the Skutch Electronics AS-801 Promotion on Hold Segregator. The required cables have an RCA plug on one end and a phone plug on the other end. There is one needed for the connection to the IP Office Control Unit and additional ones for each audio source. 1. Determine the number of audio sources and decide which lines will use them. 2. Configure the jumpers on the AS-801 device for each line used. This will determine the source for each line. By default all lines receive the music/message from Source 1. 3. Connect the external Music on Hold port on the IP Office Control Unit to the TN port on the AS-801 device. 4. Connect the analog lines ports on the Control Unit ATM4 daughter card, or the ATM16 module to the ports labeled To KEY System on the AS-801 device. 5. Connect the audio sources to the Audio Source input ports labeled S1, S2 or S3. 6. Make test calls and adjust the volume as needed. 12 of 14
5. Testing The interoperability testing focused on verifying interoperability between the Avaya IP Office and the Skutch Electronics Promotion on Hold Segregator using the configuration shown in Figure 1. 5.1. General Test Approach Calls were placed and received on analog trunks and placed on hold, hold for transfer and hold for conference and parked using multiple audio sources for different lines. The configuration included calls on Call, Bridged, Line and Coverage Appearance buttons. 5.2. Test Results All tests passed successfully. All products operated as expected. Internal callers on hold and users who dial the HoldMusic shortcode (default *34) will hear a steady tone. 6. Verification and Troubleshooting If no music is being heard, verify that the TN port on the AS-801 device is connected to the External Music on Hold port on the IP Office Control Unit. If there is static, or the audio is too low or high, adjust the volume level on the AS-801 device for the audio source. If silence is heard when a call is placed on hold, verify the jumper settings. If a tone is heard when a call is placed on hold, ensure that the Central Office line is connected first to the AS-801 device and then to IP Office. 7. Conclusion These Application Notes describe the configuration of Avaya IP Office using multiple audio sources with the Skutch Electronics Promotion on Hold Segregator. The configuration was tested successfully with the issues noted in Section 5.2. 8. References 1. Product documentation for Avaya IP Office may be found at: http://marketingtools.avaya.com/knowledgebase/. 2. Skutch Electronics product documentation can be found at http://www.skutchelectronics.com.. 13 of 14
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please e-mail any questions or comments pertaining to these Application Notes along with the full title and filename, located in the lower right corner, directly to the Avaya Solution & Interoperability Test Lab at interoplabnotes@list.avaya.com 14 of 14