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FAQ: Avaya IP Office

This topic provides answers to frequently asked questions about applications that are being developed against Avaya IP Office.

General

CTI / API / SDKs / SMDR

General


Will the Avaya IP Office integrated Audio Attendant work when using an external Voicemail System (e.g. WinExpress), and if not is there a work around?

The integrated Avaya IP Office Auto Attendant will only work with the embedded voicemail. Hence, if an external voicemail system (e.g. WinExpress) is used, the Avaya IP Office Auto Attendant feature is not available.

There can be only one voicemail server configured per Avaya IP Office system. Hence, if an external voicemail is configured, the external application needs to be capable of providing Auto Attendant features.

If the embedded Auto Attendant provided with Avaya IP Office is to be utilized, then it would be required to configure the embedded voicemail to be used as system voicemail. Phones can then be configured to use call forward any calls to the external voicemail under the conditions that the phone is busy or the call is not answered.

Which password should be provided to the "System Password" prompt during an Avaya IP Office system upgrade?

The username/password for opening the Avaya IP Office configuration in the Manager Application is for the 'Configuration Service User'. When performing an 'Upgrade' using the Manager Application, you will be prompted for the 'System Password'.

The System Password can be changed by accessing the Security Settings of the Manager Application. For more details on how to access the Security Settings and the default System Password; please refer the Security Mode section Avaya IP Office Manager Manual available at www.avaya.com/support.

While using the Manager Application, do I have to discover my Avaya IP Office systems every time in order to open the configuration?

It is not necessary to discover your Avaya IP Office systems every time. Avaya IP Office Manager can be configured to record details of discovered Avaya IP Office systems and then display a list of those previously discovered ('known') systems.

The use of the known systems functionality is not enabled by default. The Avaya IP Office Manager must be configured for the feature with the file location where the list of known systems can be stored and retrieved. To enable this feature:

  1. Access the Avaya IP Office Manager Application.
  2. Select File ->Change Working Directory.
  3. In the Directories tab, set the Known Units File field to the directory path and file name where IP Office Manager can write details of the systems it discovers. If the file specified does not exist, it will be created by Avaya IP Office Manager.
  4. Click OK.
After starting Manager Application, the Select IP Office screen is displayed; click on Known Units and then select the desired Avaya IP Office system.

Note: The primary key used by the Known Systems file is the Avaya IP Office system's IP address. The file cannot contain entries for separate systems that use the same IP address for access.

Where can I locate the MIBs for Avaya IP Office?

The Avaya IP Office MIBs are provided with the Admin CD for each release of Avaya IP Office. The Admin CD can be downloaded from www.avaya.com/support.

CTI / API / SDKs / SMDR

Is it required to manually hang-up the telephone every time a call is disconnected using a TAPI Application?

This behavior is controlled by an option in Avaya IP Office. To disable this behavior:

  1. Access the Avaya IP Office Manager Application.
  2. Select the appropriate User under the User navigation aid in the left panel of the Manager Application.
  3. Once the appropriate User is selected, select the Telephony tab from the right panel, and check the Offhook Station field.
  4. Save and merge the changed configuration with the Avaya IP Office server and verify that the behavior has been altered.

Is TAPI Wave Driver supported on 64 bit operating systems?

No, as of Avaya IP Office Release 8.0 the TAPI Wave Driver is not supported on 64 bit operating systems.

Can the SMDR interface send data to multiple destinations simultaneously?

Avaya IP Office does not support sending SMDR (Station Message Detail Reporting) information to multiple destinations simultaneously. A single destination can be configured for SMDR data.

Where can I find SDK and API documentation for the Avaya IP Office System Monitor and System Status Interfaces?

Both Avaya IP Office System Monitor and System Status interfaces are proprietary and no public API documents are available for them.

Will Avaya IP Office SMDR records be generated in the sequence the calls were received by the system?

SMDR records are generated when a call ends, therefore the order of the SMDR records output does not match the call start times.

Where can I find details regarding Avaya IP Office SMDR specifications?

Please refer the Appendix: SMDR section Avaya IP Office Manager Manual available at www.avaya.com/support for more details regarding Avaya IP Office's SMDR specifications.

For Avaya IP Office Configuration Web Service, why does the GUID for a user/group supplied during its addition does not work with subsequent Configuration Web Service requests?

The GUID is supplied while adding a new user or group, is only valid for the request. Avaya IP Office will allocate a new GUID for the record as it is added. Configuration Web Service applications must make use of GetUnitConfiguration' to obtain the settings (i.e. GUID) of current users/groups and then design SetUnitConfiguration requests accordingly.

How do I configure a WAV user to handle media streaming?

  1. Access the Avaya IP Office Manager Application.
  2. Right-click the User navigation aid in the left panel of the Manager Application and then select New.
  3. For the Name field, ensure that you provide a name that begins with "TAPI:". This will be a WAV User.
  4. The user's number should be in a range that does not conflict with any existing phone numbers or groups.

What is the significance of a WAV user when using TAPI ?

Avaya IP Office supports software-based support for voice processing. For this purpose, TAPI Wave driver (with TAPI 2.1 applications) or Media Service Provider (MSP) interface (for TAPI 3.0 applications) can be used.

Media streaming capabilities are only available to addresses (i.e. extensions) that are specifically named as WAV users. The media streaming capability allows a TAPI application to send and receive voice data on calls that are present on WAV users' lines. Which means, the Avaya IP Office switch will attempt to stream RTP audio to WAV users when they are involved in calls.

In addition to audio streaming, WAV users are required in order to utilize TAPI functions like lineGenerateTone (to generate a beep on the line) and lineMonitorDigits (to enable the detection of DTMF digits).

Note: Please refer to the FAQ:"How do I configure a WAV user to handle media streaming?" for more details on WAV user configuration.

How many simultaneous media streaming instances can be used with for Avaya IP Office 500 V2?

The number of simultaneously active media streams is limited by:

  1. Wave driver licenses: You can create as many WAV users as you wish, but each WAV user requires a Wave driver license instance to enable media streaming to that user when engaged in an active call.
  2. Channels usable for Voicemail and TAPI WAV: When a call is active, the TAPI WAV audio stream uses an Avaya IP Office data channel taken from the same pool of data channels as used for voicemail ports. The maximum number of data channels available for simultaneous voicemail and TAPI WAV calls for Avaya IP Office 500 V2 is 48.

How can I begin learning about the Configuration Web Service?

The IP Office Configuration Web service allowss an application to send requests to IP Office programmatically to retrieve and alter some IP Office configuration information. As a first step, download the released version of the Configuration Web Service SDK that aligns with the release of IP Office you are working with from the DevConnect portal. Expand the SDK, and note that it contains the following items (note that this description is written against release 8.0 of the SDK):

  • A PDF document "ipo_configuration_service_en.pdf" containing a overview of the service. Read this document first to understand the service's capabilities at a high level. There is a duplicate of this document in the "Docs" directory.
  • A PowerPoint presentation "IPOffice Configuration Service.ppt". This content was given during a Technology Transfer regarding the Configuration Web Service.
  • IPOfficeConfigurationService_Dec2011.zip:
    • IPO_XML_Sample.zip:
      • Sample_Client - the source code and an executable for the send side of the interface.
      • Sample_Host - the source code and an executable for the receive side of the interface.
    • IPOCfgSvr_V8.0.0.16.zip:
      • Bin:
        • The DLLs that make up the service interface.
      • Docs
        • Another copy of "ipo_configuration_service_en.pdf"
    • Avaya IP Office Configuration Service EULA.doc - a copy of the end user license agreement.
You will need to have a running version of IP Office. The Configuration Service associated with IP Office release 8.0 has been tested and verified to work with Windows 2003 SP1 32 bit OS. It is possible that other 32 bit Windows OS will work with the SDK, however it is known that 64 bit Windows OS versions do not work with the SDK. The PC should have connect to the private LAN 'side' of IP Office (It is not recommended to starting with testing the WAN side since it is simpler to start by testing the Configuration Web Service with the LAN side of IP Office. Please use the Configuration Web Service PDF to check OS support for later IP Office Configuration Service SDK versions. On The PC navigate to the SDK's Sample_Host\bin\Release directory and double click ConfigServiceHost.exe. It is not necessary to change the ConfigServiceHost.exe.config settings file. This should open a shell window on the PC and the output should show:

Service Host has started, press any key to end
Base Address Hosted by the service
http://localhost:8085/IPOConfigurationServic
Timeout : 00:01:00

Locate a User that you would like to make a change to. A simple change is to alter a user's name. Take the GUID associated with that User and use it to formulate a XML web service request message body. Place the XML content in the lower window pane, and remove the default text "Configuration Changes".

	<?xml version="1.0" encoding="utf-8"?>
	<AvayaIPOConfiguration>
	  <Users> 
		 <User Guid="1b6dd700f12111cd825e00e007056264" Opp="Update">
			 <Name>Mick the Quick</Name>
		 <User>
	  </Users>
   </AvayaIPOConfiguration>

Click on the Send Config button at the bottom edge of the user interface to send the request to IP Office.

The response is displayed in the upper panel:

<?xml version="1.0" encoding="utf-8"?>
<av:ValidationResults xmlns:av="http://Avaya/Validation/IPOffice/2007/01">
  <SummaryResults>
	  <PreValidationErrors>0</PreValidationErrors>
	  <Errors>0</Errors>
	  <Warning>0</Warning>
	  <Informational>0</Informational>
	  <RebootDetected>False</RebootDetected>
	  <ConfigTransferred>True</ConfigTransferred>
   </SummaryResults>
</av:ValidationResults>
				

Do another Get Unit Configuration to verify IP Office accepted the change.

Why do I only see one line (extension) on Windows 2008 when running a TAPI application with the IP Office TAPI 3 driver installed and configured in third party mode?

The reason only one line is visible in the application is because the default installation of Windows 2008 does not assign Local System as the Telephony user. To correct this run mmc services.msc from the Windows command prompt and select Properties on the Telephony Service. Select the LogOn tab and check the radio button next to Local System account. Restart the telephony service and run the application again. All lines configured on IP Office should now be visible to the application.

Why do TAPI and TFTP applications have access issues with some IP Office 9.1 or later installations, while the application works fine with earlier IP Office releases?

With the introduction of IP Office 9.1, application control security settings, including TAPI, are defaulted to Off/Disabled status for new installations. However, when upgrading systems from 8.x or 9.0, the pre-existing security settings of “Enabled” are preserved.

As a result, new installations may block TAPI client access, until such time as they are enabled. For more information see IP Office Technical Tip #282 (published 4 August 2015).