Office Phone System

Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

IP Office Troubleshooting

VoIP Calls Not Tagged with Priority over Data Packets

DTE Port Maintenance
DTE Port Maintenance
The DTE port on the back of an IP Office Control Unit is not normally used when configuring an IP Office
system. However the DTE port can be used to erase the system's operational software and/or
configuration if necessary.
Instances where the system configuration may need to be cleared are:
• Forgotten IP Office system password: In this instance, erasing the system configuration from the
control unit allows you to access the control unit via a default configuration and then load the
backup copy of the old configuration (with all the system settings, user settings, etc.)

Due to the drastic nature of these actions, they should only be performed if absolutely necessary
to return a system back to working order.
Before using the DTE port to erase the system software and/or configuration, a backup copy of the
system configuration MUST be available.

Save a backup copy of the system configuration
Make a copy of the current configuration file by saving it offline before clearing the system software
and/or configuration. Having this backup configuration will save time and effort once the box is erased
and ready to have a configuration loaded.
PROCEDURE
To save an existing configuration file offline:
1. With the configuration file opened on Manager, click File | Save As.
2. On the Save As window, browse to the folder directory in which you want to save the
configuration file.
3. Click Save.

Configuring the DTE port settings
Access to the DTE port requires a serial cable wired as shown below using D-type plugs. The DTE port
on the IP Office Control Unit may be either 25-pin or 9-pin.

An asynchronous terminal program such as HyperTerminal is also required. Configure this for operation
via a PC serial port, as follows:
• Bits per second: 38,400.
• Data bits: 8.
• Parity: None.
• Stop Bits: 1.
• Flow Control: None.
• Settings | Emulation: TTY or VT100.

Check the loader version
It may sometimes be necessary to find out the version of Loader software on the IP Office Control Unit.

PROCEDURE

Do the following to view the Loader software version:
1. Switch off power to the IP Office Control Unit.
2. Attach the serial cable between the PC and the DTE port on the IP Office Control Unit.
3. Start the terminal program on your PC. Ensure that it has been setup as listed in "Configuring the DTE Port Settings" above.
• Within a HyperTerminal session the current settings are summarized across the base of the screen.
4. Power on the IP Office Control Unit and press the escape key every second until you get a Loader message. Below is an example.

P2 Loader 0.7 (4MB-2xLV160 Flash-120nS SDRAM-10) CPU Revision 0x0501

5. To return the IP Office Control Unit to normal operation, switch power to it off and then back on.
6. Close the terminal program session.

Erasing the flash configuration

This process erases the configuration held in the IP Office Control Unit's Flash memory. Following this action, all aspects of the configuration will return to their factory defaults. Ensure that you have a backup copy of the IP Office's configuration before performing this action.
This procedure should ONLY be performed on IP Office control units and NOT IP Office modules.

PROCEDURE

To erase the configuration:
1. Switch off power to the IP Office Control Unit.
2. Attach the serial cable between the PC and the DTE port on the IP Office Control Unit.
3. Start the terminal program on your PC. Ensure that it has been setup as listed in "Configuring the DTE Port Settings".
• Within a HyperTerminal session, the current settings are summarized across the base of the screen.
4. Power on the Control Unit and press the escape key every second until you get a Loader message. Below is an example.

P2 Loader 0.7 (4MB-2xLV160 Flash-120nS SDRAM-10) CPU Revision 0x0501

5. Enter AT (note upper case). The Control Unit should respond OK.
6. Enter AT-X2. The Control Unit should respond 0x0200C000H Erase.
7. Enter AT-X3. The Control Unit should respond 0x02001000H Erase.
8. IP Office 403 only: If running an IP Office 403 control unit, enter AT-X4.
9. Switch power to the Control Unit off and then back on. Within the terminal program you should see various messages as the Control Unit performs various start up tasks. See DTE Port Trace of Defaulted Unit Reboot for an example.
10. Close the terminal program session.
11. Manager can now be used to alter and then upload an old configuration file or receive and edit the Control Unit's now defaulted configuration.

Erasing the Operational Software

Do not perform this process unless absolutely necessary. If you want to upgrade the software, this can be done via the Upgrade tool in the Manager application (File | Advanced | Upgrade). This process erases the operational software and system configuration. Before attempting this process you must know the MAC and IP addresses of the system, plus have a backup copy of its configuration and the correct .bin file for the Control Unit type and level of software.

1. Run Manager. In the BOOTP entries check that there is an entry that matches the MAC Address, IP Address and .bin file used by the system (the first two details can be found in the Unit settings in the system's configuration file).
2. If an entry isn't present, create a new entry. Then close and restart Manager.
3. Under File | Preferences ensure that Manager is set to 255.255.255.255.
4. Select View | TFTPLog.
5. Check that the required .bin file is present in Manager's working directory.
6. If you do not have the above information. DO NOT continue or you may end up with a non working system.
7. Attach the serial cable between the PC and the DTE port on the IP Office Control Unit.
8. Start the terminal program on your PC. Ensure that it has been setup as listed in "DTE Port
Settings".
9. Arrange the program windows so that the Terminal program and Manager TFTP Log are visible at the same time.
10. Switch off power to the IP Office Control Unit.
11. Power on the Control Unit and press the escape key every second until you get a Loader message.
12. Enter AT (note upper case). The Control Unit should respond OK.
13. Enter AT-X. The Control Unit should respond Multi-Sector Erase.
14. The Control Unit will now request the .bin file it requires from Manager. This process appears in the TFTPLog.
15. When completed the system will reboot.


Sample TFTPLog of a successful transfer:
If you see the following in the TFTPLog, it means the transfer was performed successfully:
: Received BOOTP request for 00e007000123 192.168.42.1 ip403.bin
: Sending BOOTP response for 00e007000123 192.168.42.1 ip403.bin
: Sending ip403.bin length 1757520 bytes to 192.168.42.1
: Sent 10% of ip403.bin
: Sent 20% of ip403.bin
: Sent 30% of ip403.bin
: Sent 40% of ip403.bin
: Sent 50% of ip403.bin
: Sent 60% of ip403.bin
: Sent 70% of ip403.bin
: Sent 80% of ip403.bin
: Sent 90% of ip403.bin
: Sent 100% of ip403.bin
: Sent ip403.bin length 1757520 bytes

The following in the TFTPLog indicates that the required .bin file is not in Manager’s Working Directory. A set of .bin files is available on the IP Office Administration Applications CD in the \bin folder.
: Received BOOTP request for 00e007000123 192.168.42.1 ip403.bin
: Sending BOOTP response for 00e007000123 192.168.42.1 ip403.bin
: Unable to send ip403.bin length 0 bytes
The following in the TFTPLog indicates that a matching BOOTP entry was not found. If this occurs, use Manager to add or edit the required BOOTP entry.
: Received BOOTP request for 00e007000123 192.168.42.1 ip403.bin, unable to process

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