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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.

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IP Office Troubleshooting

IP Phones Not Restarting


Issue
The Avaya IP phones using DHCP from the IP Office will not automatically restart after a system reset or power cut.

Actions
I. Check with the site's IT manager that the IP Office is not providing more than five IP addresses through DHCP to IP phones or computers. The IP Office only supports five simultaneous DHCP client requests.

II. Have the site's IT manager check that any static IP addresses on the LAN subnet are outside the IP Office DHCP scope.

III. If the IP hard phones are using a different DHCP server or have statically assigned addresses, then you need to verify that the IP phones are set to using the IP address of the PC running Manager as the TFTP server.

Procedure

Check that the TFTP server IP address is that of the PC running Manager.
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click System and double-click the IP Office system you are configuring.
3. In the TFTP Server IP Address field, make sure it contains the IP address of the PC running Manager.
4. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.

IV. Check the Preferences setting on Manager. There should be one set to 255.255.255.255 (a broadcast address).

V. Check that the binary directory (bin files) of the Manager program is directed to the location of the IP hard phone bin files. Bin files are stored in the root of the Manager directory, so the binary files' directory needs to point to the Manager directory.

Procedure

To verify the directory location (and update it if necessary):
1. Log onto Manager.
2. Click File|Change Working Directory. A Select Directory window appears.
3. In the Binary Directory (.bin files) field, make sure that it contains the file path of where the Manager application was installed. If it does not, click the Browse icon to the right of the text box to browse to the correct location.
4. Click OK.

VI. If the IP phones are connected through third party switches, have the IT Manager check that spanning tree is turned OFF on the third party switches.

VII. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
A copy of the IP Office configuration will be useful before escalating to your support organization.
The username and password of the configuration must be provided to your support organization for testing purposes.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each of the verification steps performed above.
The customer's network diagram (if applicable).

Validation

Restart the IP Office after the updates have been made and check that the IP phones restart correctly.

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