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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

User Can Not Page over IP Line to Remote Site

Issue
User is unable to page over a VoIP line to a remote site.

Actions

For paging to a remote site, the correct system short code must be set up at both ends.
I. Verify that the local system has a shortcode directed at the remote site where paging is required.
The short code should look similar to the following:
Short Code: *81
Telephone Number: .
Line Group ID: 10 (IP trunk group ID)
Feature: Dial

PROCEDURE

To set up the short code on the local system:
1. Log onto Manager and open the local system's IP Office configuration.
2. From the Configuration Tree, click ShortCode and double-click the system to be configured.
3. Verify that there is a short code created for the IP trunk and that it is similar to the above sample short code. If one does not exist, create one.
4. If any configuration changes have been made, click OK and then to save the changes.

II. Verify that the remote system short code for dial paging is set up correctly. The short code should look similar to the following:
Short Code: *81
Telephone Number: 305 (group or extension page number)
Line Group ID: 0
Feature: DialPaging

PROCEDURE

To set up the short code on the remote system:
1. Log onto Manager and open the local system's IP Office configuration.
2. From the Configuration Tree, click ShortCode and double-click the system to be configured.
3. Verify that there is a short code with the DialPaging feature and that it is similar to the above sample short code. If one does not exist, create one.
4. If paging is set up for a group page number, check the following:
A Hunt Group with all the users required as members have been created and that the extension number assigned to that Hunt Group matches the number in the Telephone Number field of the short code.
The Hunt Group ring mode is set to Group and the Voicemail and Queuing facilities are turned off for that Hunt Group.
5. If any configuration changes have been made, click OK and then to save the changes.

III. The Fast Start option can sometimes effect the audio channel on an IP trunk/line. Fast Start controls the number of messages that need to be exchanged before an audio channel is created. If Fast Start is not enabled, tones may not be passed along in time, and therefore the tones are
lost before the connection is made. Check to see if the Enable Faststart option on the IP line/trunk (at both the local and remote site) is enabled.

PROCEDURE

To check the Enable Faststart option:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click the IP line/trunk to be configured.
3. On the VoIP tab, verify that the Enable Faststart option is enable/checked.
4. If any configuration changes have been made, click OK and then to save the changes.

IV. 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
Retest paging to verify that it is working.

1-800-429-0077

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