Voip.co.Uk IPOffice Install Guide

AVAYA IP OFFICE CONFIGURATION GUIDE FOR USE WITH VOIP.CO.UK SIP TRUNKS

VoIP.co.uk - Avaya IP Office guide Page 1 of 28

1 PREFACE

1.1 APPROVAL

Name Title Signature DateAdam Crisp VoIP.co.uk Director

1.2 CHANGE CONTROL

Version Description Author Date1 Release VoIP.co.uk technical 6th June 2008

1.3 DISTRIBUTION

Copy Number Owner AudienceClosed Distribution VoIP.co.uk System Integrators

1.4 GLOSSARY OF TERMS

Abbreviation DescriptionAAA Authentication, Authorization and AccountingACL Access Control ListALG Application Layer GatewayBGP Border Gateway ProtocolCAR Committed Access RateCDR Call Data Record

CBWFQ Class-Based Weighted Fair QueuingCOS Class of ServiceCPE Customer Premise EquipmentCQ Custom Queuing

DHCP Dynamic Host Configuration ProtocolDNS Domain Naming Services

IP Internet ProtocolIPO Avaya’s IP Office 500 PBX

ISDN Integrated Service Digital NetworkISP Internet Service ProviderLAN Local Area NetworkMTU Maximum Transmission UnitNAT Network Address Translation


OSPF Open Shortest Path FirstPAT Port Address TranslationPoP Point-of-PresencePPP Point-to-Point Protocol

PQCBWFQ Priority Queue Class-based Weighted Fair QueuingPQ Priority Queuing

QoS Quality of ServiceRADIUS Remote Authentication Dial-In User Service

SIP Session Initiation ProtocolSLA Service Level Agreement

SNMP Simple Network Management ProtocolSP Service Provider

TACACS+ Terminal Access Controller Access Control System plusWAN Wide Area NetworkWFQ Weighted Fair Queuing

WRED Weighted Random Early Discard

1.5 REFERENCES

Reference Number Document Title Document Reference

1.6 TABLE OF CONTENTS

1 PREFACE 2

1.1 APPROVAL .............................................................................................................................. 2 1.2 CHANGE CONTROL ................................................................................................................... 2 1.3 DISTRIBUTION .......................................................................................................................... 2 1.4 GLOSSARY OF TERMS ............................................................................................................... 2 1.5 REFERENCES ........................................................................................................................... 3 1.6 TABLE OF CONTENTS ................................................................................................................ 3 1.7 LIST OF FIGURES .................................................................................................................... 4 1.8 LIST OF TABLES ....................................................................................................................... 4

2 INTRODUCTION 6

2.1 OBJECTIVES ............................................................................................................................ 6 2.2 INTENDED USERS ..................................................................................................................... 7 2.3 SCOPE .................................................................................................................................. 7

3 AVAYA IP OFFICE OVERVIEW ................................................................................................................................. 8

4 IP CONNECTIVITY 9

4.1 NAT .................................................................................................................................... 9 4.2 IP ROUTING ......................................................................................................................... 10


4.3 ACCESS CONTROL .................................................................................................................. 13

5 IP OFFICE CONFIGURATION ................................................................................................................................. 14

5.1 STEP 1 – IP CONFIGURATION ................................................................................................... 14 5.2 STEP 2 - SYSTEM WIDE DIAL-DELAY ............................................................................................ 15 5.3 STEP 3 – CONFIGURE SIP LINE ................................................................................................ 15 5.4 ARS AND DIAL PLAN ............................................................................................................. 21 5.5 USER CONFIGURATION FOR SIP ................................................................................................. 24 5.6 INBOUND NUMBER ROUTING ....................................................................................................... 24

6 FIX UP AND USER CALL SPEND REPORTING ..................................................................................................... 25

6.1 CLI FIXUP ........................................................................................................................... 25 6.2 PBX USER CDR CALL SPEND REPORTS ..................................................................................... 27

1.7 LIST OF FIGURES

FIGURE 1 - IPO BEHIND NAT DEVICE...................................................................................................................... 10

FIGURE 2 - IPO CONFIGURED WITH REAL IP ADDRESS....................................................................................... 11

FIGURE 3 - IPO WITH REAL IP ADDRESS AND FIREWALL DMZ............................................................................ 12

FIGURE 4 - SETTING THE DEFAULT ROUTE ON IP OFFICE.................................................................................. 15

FIGURE 5 - SIP LINE EXAMPLE................................................................................................................................ 17

FIGURE 6 - SIP LINE INBOUND CONNECTION EXAMPLE...................................................................................... 19

FIGURE 7 - SIP LINE OUTBOUND CONNECTION EXAMPLE.................................................................................. 20

FIGURE 8 - DEFAULT DIAL PLAN CONFIGURATION.............................................................................................. 22

FIGURE 9 - IMPROVED DIAL PLAN........................................................................................................................... 23

FIGURE 10 - COMPANY POLICY SETTING OF CLI.................................................................................................. 26

FIGURE 11 - EXAMPLE CLI / USER CAPTURE........................................................................................................ 26

FIGURE 12 - SETTING CLI FOR PBX USERS........................................................................................................... 27

FIGURE 13 - CDR PBX USER REPORTS.................................................................................................................. 28

1.8 LIST OF TABLES

TABLE 1 - IP500 INTERFACE REFERENCE................................................................................................................ 8


TABLE 2 - NETWORK ACCESS CONTROL TEMPLATE EXAMPLE......................................................................... 13

TABLE 3 - SIP LINE 16

TABLE 4 - INBOUND SIP URI CONFIGURATION...................................................................................................... 18

TABLE 5 - OUTBOUND SIP LINE CONFIGURATION................................................................................................ 20

TABLE 6 - BASIC ARS 21

TABLE 7 - DEFAULT DIAL PLAN ENTRY.................................................................................................................. 22

TABLE 8 - IMPROVED DIAL PLAN............................................................................................................................. 23

TABLE 9 - RECOMMENDED OVERALL DIAL PLAN................................................................................................. 24


2 INTRODUCTION

This document serves as best practice configuration guide for connecting Avaya IP office PBX systems to VoIP.co.uk SIP Trunk call termination services.

The purpose of this document is to provide system integrators with the tools and notes necessary to deploy Avaya IP office systems correctly, built for best performance and reliability.

2.1 OBJECTIVES

The main objective of this document is to provide information relating to the IP network connectivity and SIP related configuration of the IP office 500 systems including:

The Logical network design

− IP connectivity routing

− Access control

Avaya IP office configuration

− Unit IP configuration

− DNS

− Telephony settings

− SIP LINE

− ARS and Dial Plan

− User configuration for SIP

− Inbound number routing

Number reporting

− CLI Fixup for outgoing calls

− Per seat Call records

− Per seat Call spend reports

Configuration check list


2.2 INTENDED USERS

This target audience for this document are the following:

System Integrators and Client IT Personnel

2.3 SCOPE

This document covers the tasks required to connect an Avaya IP office PBX to VoIP.co.uk’s SIP Trunking network. This document is to be used in conjunction with documentation from the PBX vendor and is not a complete PBX configuration guide

This document assumes that the reader has a working knowledge of IP networking systems and basic configuration understanding of the PBX product.


3 AVAYA IP OFFICE OVERVIEW

The Avaya IP office (IP500) is an IP based PBX system. Full documentation is available from http:www.avaya.com .

The basic unit has two Ethernet Interfaces physically labeled LAN and WAN. It should be noted that in the Avaya IP Office Manager application, these Ethernet interfaces are referred to as LAN1 and LAN2 respectively. For the avoidance of doubt:

Table 1 - IP500 Interface reference

Physical Interface Software reference Default IP configuration

LAN LAN1 192.168.42.1

WAN LAN2 192.168.43.1

The ‘out of the box’ configuration of the IPO includes a DHCP server enabled by default. It is recommended that initial configuration is carried our on an isolated network segment to avoid potential disruption to a working IP network.

The IPO supports a variety of devices including Analogue, Digital and IP telephones.

Configuration of the device is made using the Avaya IP Office Manager program. It is recommended that the software running on the IPO is kept up to data. Is should be noted that IP telephones run a software program internally and this software should also be maintained.


4 IP CONNECTIVITY

This section is relevant to customers using the Public Internet for connectivity. Leased line and private network customers should contact their account manager for further information.

4.1 NAT

Deploying VoIP systems behind NAT gateways is complex and is not always successful. The following items needs to be taken into consideration.

• NAT Timeout values

• Application Layer Gateways

• RTP pin-holing

• SIP signalling

VoIP.co.uk have implemented tools within the network to make operating behind NAT as successful as possible however certain IPO features do not operate reliably in this configuration, specifically PBX based call forwarding which can result in no-audio calls. In addition small network routers struggle to forward the vast quantity of small Voice-data packets on a busy connection while performing NAT. For this reason VoIP.co.uk recommends that IPO’s are configured using a non-RFC 1918 address – i.e. a publically routed IP address. VoIP.co.uk recommend that an IPO is not used behind a NAT device where possible taking the network security issues into consideration. An added benefit is that remote IP access from the PBX maintainer can be allowed.

Notes

It should be noted :

1. When a SIP device such as the IP office is configured with a publically routed “real” IP address, this address should never pass through an additional device performing NAT.

2. If an IP office is deployed behind a NAT device, IP address in use must be RFC1918 compliant, i.e. a private network address range, 10/8, 172.16/20, 192.168/16.

3. If an IP office is deployed behind a NAT device , any ALG running on the NAT device should be disabled for SIP

4. Network Access control must be implemented for network security when using a real IP address. A network device should be made available for this to be implemented.


4.2 IP ROUTING

The IPO has two Ethernet Interfaces. The WAN port should be used to route traffic to the WAN. The LAN port should be used to connect to an internal LAN used for the deployment of IP telephones. Single interface use is possible in a ‘behind NAT’ configuration. It is out of scope of this document to fully describe the IP networking features of the IP office.

An ISP typically offers a single publically routed IP address. It is necessary to ensure that a /29 subnet is made available by the ISP to enable the connection.

Example installations are shown below. For completeness an IP office is shown connected behind a NAT device, however this is not recommended by VoIP.co.uk.

LAN

PSTN

Public Internet

LAN port only

VoIP.co.uk Session Border Controllers

VoIP.co.uk switching platform Example IP PBX behind NAT router / firewall

IP406 Office

UPLINK1LAN 2 3 4 5 6 7 8

1 2 3 4 5 6 1 2 3 4 5 6 7 8 1EXPANSION PORTS ISDN PORTS W ANIP500

RFC 1918 address

NAT Router

Figure 1 - IPO Behind NAT device


LAN

PSTN

Public Internet

LAN port


VoIP.co.uk switching platformExample IP PBX configured with a ‘real’ IP address

IP406 Office

UPLINK1LAN 2 3 4 5 6 7 8

1 2 3 4 5 6 1 2 3 4 5 6 7 8 1EXPANSION PORTS ISDN PORTS W ANIP500

RFC 1918 address

No NATWAN port

IP SUBNET allocated by ISP

Figure 2 - IPO configured with real IP address


PSTN

Public Internet

LAN port


VoIP.co.uk switching platform Example IP PBX configured with a ‘real’ IP address

IP406 Office

UPLINK1LAN 2 3 4 5 6 7 8

1 2 3 4 5 6 1 2 3 4 5 6 7 8 1EXPANSION PORTS ISDN PORTS WANIP500

RFC 1918 address

No NAT

WAN portIP SUBNET allocated by ISP

Company network

DMZ

Figure 3 - IPO with real IP address and Firewall DMZ


4.3 ACCESS CONTROL

It is important to protect the PBX and network from security breaches from the Public Internet. At the very least a hacker who sends SIP signalling messages to the PBX could cause the device to lock up, or could gain access to the Voice network. A network access table should be prepared by the IP manager to enable services, but protect the network. This can then be implemented on the network router / firewall. An Example table is shown below.

Table 2 - Network Access Control Template example

Rule Number

Description Policy Protocol Port Number

From To Direction

1 VoIP.co.uk Allow IP n/a 193.203.210.0/23 Local subnet

Both

2 PBX maintainer

Allow TCP 23 <maintainer IP> Local Subnet

Inbound

3 Remote upgrade

Allow UDP 69 Local subnet <Maintainer IP>

Outbound

X Deny All Deny Any N/A Any Any Both


5 IP OFFICE CONFIGURATION

This section assumes that a real IP address is being configured on the IP office WAN port with onward routing to the Public Internet. The LAN port is used for local access by IP telephones and system admin.

5.1 STEP 1 – IP CONFIGURATION

• Configure System/Unit/LAN1/LAN Settings with the IP address required for the LAN Interface. A DHCP server is available for automatic configuration of IP telephones, however this may need to be reviewed.

o We assume that there is no requirement for the IP office to be an IP router, so ensure Enable NAT is disabled and RIP mode is set to none.

• Configure System/Unit/LAN1.Network Topology and ensure ‘Run STUN on startup’ is disabled.

o Configure System/Unit/LAN2/LAN Settings with the IP address required for the WAN Interface. A DHCP server is unlikely to be required, however this may need to be reviewed.

o Ensure the Firewall profile is set to none. Avaya Documentation should be consulted if you need to use the IP office as a network router.

• Configure System/Unit/LAN2/Network Topology and ensure ‘Run STUN on startup’ is disabled.

• Configure System/Unit/DNS and fill in the IP address of the DNS server

• Configure System/Unit/Telephony and check:

o Dial Delay Time (sec) = 1

o Dial Delay Count = 15

• Configure IP Route and configure the Default route for the PBX. In general the default route gateway IP address should be set to the Network router on the WAN port (LAN2).


Figure 4 - Setting the default route on IP office

5.2 STEP 2 - SYSTEM WIDE DIAL-DELAY

• Configure System/Unit/Telephony and check:

o Dial Delay Time (sec) = 1

o Dial Delay Count = 15

5.3 STEP 3 – CONFIGURE SIP LINE

5.3.1 CREATE AND CONFIGURE SIP LINE

Create A SIP line for VoIP.co.uk by clicking on Line and selecting create a new record – SIP line

Complete the form with the following values:


Table 3 - SIP Line

Line Number Leave as default or Set as required

ITSP Domain Name As set by your VoIP.co.uk Account Manager. You can use proxy.voip.co.uk for testing

ITSP IP Address As set by your VoIP.co.uk Account Manager. You can use 193.203.210.35 for testing

Primary Authentication Username Match against your user account

Primary Authentication Password Match against your user account

Primary Registration Expiry 2

Secondary Authentication username and password Not normally used

Registration Required YES

In Service YES

Use Tel URI NO

VoIP Silence Suppression NO

Re-Invite Supported YES

Voice Packet Size Leave as default

Compression Mode Automatic Select

Layer 4 Protocol UDP

Use Network Topology Info None

Send Port 6060 or 5060

Receive Port 6060 or 5060


Figure 5 - SIP Line Example

5.3.2 CONFIGURE SIP URI

Click on the SIP URI tab of the new SIP Line previously created.

The IP Office uses “Line Groups” to identify inbound and outbound connections. The SIP URI settings are used to create and map the “Line Groups” to VoIP.co.uk

5.3.2.1 Inbound connections (VoIP.co.uk to IP Office)

Identify your Inbound Line Group. We assume the default of zero “0” is used.

Click Add...


Table 4 - Inbound SIP URI Configuration

Via None

Local URI Use Authentication Name

Contact Use Authentication Name

Display Name Use Authentication Name

Registration Primary

Incoming Group 0 or as required

Outgoing Group Same as incoming group. Important to not attempt to set the outgoing line group here.

Max Calls per Channel Match the number of SIP channel licences you have installed on the IP office or as required for incoming calls

Click OK and when the configuration is saved back, the IP office is now ready to receive calls.


Figure 6 - SIP Line Inbound connection example

5.3.2.2 Outbound Connections (IP Office to VoIP.co.uk)

Open the SIP Line configured for VoIP.co.uk and click on the SIP URI Tab.

You will need to configure

• A Line group number for outbound calls

• A Line group number that will be used the this part of the configuration, but will not be used elsewhere on the system

For the purpose of this example, the outgoing line group number is 9 and we use 20 as the “not used elsewhere” line group


Click ADD on the SIP URI Tab to add a URI and configure as follows.

Table 5 - Outbound SIP Line Configuration

Via <None>

Local URI Use User Data

Contact Use User Data

Display Name Use User Data

Registration Use User Data

Incoming Group 20 (ensure this is not used elsewhere)

Outgoing Group 9

Max Calls per Channel Match the number of SIP channel licences you have installed on the IP office or as required for outgoing calls

Figure 7 - SIP Line Outbound connection example


5.4 ARS AND DIAL PLAN

Ultimately, on the IP office calls reach the ARS ready to be sent to an outbound Line group. It is out of scope of this document to fully discuss number routing. With this example the ARS number is 50.

5.4.1 BASIC ARS

Configure the following fields in the ARS

Table 6 - Basic ARS

ARS Route name 50 (our example)

Route name Main (our example)

Dial Delay Time 5. This is the amount of time the PBX waits for a user to finish dialling. After 5 seconds of not dialling the call is placed

In Service YES

Time Profile <None> Our example

Alternative Route Priority Level; N/A

Alternative Route Wait time N/A


5.4.2 DIAL PLAN

Click Add to add a dial plan.

Complete the following form to add a default method of sending calls to VoIP.co.uk.

Table 7 - Default Dial Plan Entry

Code N; N matches the dialled numbers dialled.

“;” Matches the hash “#” and forces the number to be send immediately

Feature Dial

Telephone number N"@proxy.voip.co.uk;user=phone" Sends the dialled number to VoIP.co.uk. Your account manager will update you with the correct SIP realm for your connection

Line Group ID 9 (or as configured) Your Outgoing Line group ID for the SIP line URI for VoIP.co.uk

Local <Blank>

Force account code Not ticked

Figure 8 - Default Dial Plan configuration


Once the Default dial plan entry has been configured it is possible to send calls to VoIP.co.uk. There will be a 5 second delay after the last digit is dialled unless the number is suffixed with a hash #.

To improve the dial plan and eliminate the dial delay, it is recommended that the dial plan is extended simply to match common dialled numbers.

Create additional entry into the dial plan as follows

Table 8 - Improved Dial Plan

Code 01XXXXXXXXX Ie. 01 followed by eight digits (X) after the tenth digit is dialled the call is sent to the Line group (VoIP.co.uk}

Feature Dial

Telephone number .“@proxy.voip.co.uk”;user=phone Dot Quotation AT <as stated by your account manager>Quotation semicolon, user equals phone

Line group ID 9 Outgoing Line group

Local N/A

Force account code N/A

Figure 9 - Improved Dial Plan

Add an entry into the dial plan to match simply the UK dial plan. A complete table is shown below


Table 9 - Recommended overall Dial Plan

01XXXXXXXXX UK Fixed

02XXXXXXXXX UK Fixed

03XXXXXXXXX UK NGN New Land line type

04XXXXXXXXX Mixed

05XXXXXXXXX Mixed

06XXXXXXXXX Mixed

07XXXXXXXXX Mainly UK Mobile Personal numbering etc

08XXXXXXXXX Mixed

09XXXXXXXXX Mixed

N; Match other including International 00, 118XXX

Finish dialling the number with a # for best performance

5.5 USER CONFIGURATION FOR SIP

There is a SIP tab visible on the user settings on the IP office. The Values in the fields for SIP Name, SIP Display Name (Alias) and Contact, follows the NAME field on the User tab.

The SIP Name, SIP Display Name (Alias) and Contact information is used by VoIP.co.uk for matching users against allowed outbound CLI and call reporting. Once the PBX has been provisioned for users, it is important to reconfigure the VoIP.co.uk portal to match the new user configured. Details on how to do this are included in this document.

5.6 INBOUND NUMBER ROUTING

Incoming calls can be matched to users in the normal way using the Incoming Call Route application.


6 FIX UP AND USER CALL SPEND REPORTING

6.1 CLI FIXUP

The CLI of a call can be set to

• Withheld

• Company Pilot number

• Part of VoIP.co.uk DDI Range

• Another approved number

Setting the CLI for the IP Office is a two stage process.

1. Configure company default CLI policy

2. Configure CLI for individual users

6.1.1 COMPANY DEFAULT CLI POLICY

The following parameters can be set as a company default policy for CLI

• CLI withheld

• CLI shown

o Pilot number

o Another approved number

The company policy is set from https://my.voip.co.uk

Click on the SIP account in use by the PBX and set the CLI required.


https://my.voip.co.uk/

Figure 10 - Company policy setting of CLI

6.1.2 CLI FOR INDIVIDUAL USERS

Build a table of PBX users, their SIP name and the CLI required.

Example

PBX USER SIP NAME (SIP TAB / IP OFFICE Required CLI

Ian Wilkinson Extn201 02071411001

Bob Millar Extn202 02071411002

Sarah Hills MD 02071411003

Emily Bishop emily 02071411004

Figure 11 - Example CLI / user capture

Logon to https://my.voip.co.uk and navigate to the special URL https://my.voip.co.uk/FromMap


https://my.voip.co.uk/FromMap


Complete the form matching the SIP name against CLI .

The Description is used in CDR’s detailing which user placed each call.

CDR’s are available on the https://my.voip.co.uk web pages near real time and also as a .CSV download when Invoices are produced.

Figure 12 - Setting CLI for PBX users

6.2 PBX USER CDR CALL SPEND REPORTS

VoIP.co.uk in general generate Invoices monthly. A set of Call Data Records are summed into an Invoice line item and Invoice notification set.

PBX user reports are available if the PBX user is setup on the https://my.voip.co.uk/FromMap website as described within this document.

Click Call Records / Download for the CDRs and Call spend reports.


https://my.voip.co.uk/FromMap


Figure 13 - CDR PBX user reports


Documents

Voip.co.Uk IPOffice Install Guide