Remote (India) IPO user

[sjjan]

Hello: we are using the service of GetFriday.com where Indian assistants support our business out of India while we are located in the Netherlands and Romania. We have 3 IPO's running connecting our offices in The Netherlands and Romania as well as my home.

I have read some stuff on this forum about virtual phones, TAPI settings and so on. We have people in India working for us and doing quite a lot of calling to Dutch businesses. I do not want to ship physical Avaya IP phones to India, so was thinking of a software phone that can work like an normal Avaya IP phone and which I can also register on the IPO here. Then the Indian workers can use a headset and dail our customers as if they were working in our office here in Holland.

What is the best solution for such as setup? Do I need another IPO in India or can they register on one of the IPO's here in Holland over the Internet?

Any suggestions and tips are welcome.

 

[tlpeter]

I think another ipo is the best thing to do
I do not recomment softphone's at all
The only other option is ip hard phones if you do not want another ipo


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[sjjan]

I doubt if we can get another IPO in there. We are just one of the clients of getfriday.com. Getting a hard phone in there would be possible or they could buy one in India.

Does anyone have experience with softphone apps for/by Avaya in combination with headsets? Is it possible? Why is it not recommended?

 

[sjjan]

From the Avaya website:
Phone Manager Lite, Phone Manager Pro, and Phone Manager PC Softphone (VoIP mode).

What's New With This Release
With IP Office Release 4.2, Phone Manager Pro and Phone Manager PC Softphone users can set their out-calling options (phone numbers and timeouts) within the Phone Manager application in addition to the setting them through a telephone. Phone Manager Pro users can use Telecommuter mode without the need for a telephone in the office. Phone Manager PC Softphone users can enter Login Codes and therefore hot desk between telephones and the PC Softphone and be an agent in a hunt group.

Who has bad or good experience with this?

 

[sjjan]

Or maybe another option?
Avaya SIP Softphone is a client-based SIP application for the PC or laptop running the Microsoft Windows operating system. Avaya SIP Softphone supports Road Warrior mode, uses the SIP protocol to allow users to make and receive telephone calls, send and receive instant messages, and see enterprise contact availability via presence.

 

[kholladay]

SIP Softphone isn't an IP Office product.

Phone Manager VoIP (Softphone) is hit and miss. Very mixed results with the product. I actually like it but getting it to work in all environments can be a bit of work.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[sjjan]

>>>Phone Manager VoIP (Softphone) is hit and miss. Very mixed results with the product. I actually like it but getting it to work in all environments can be a bit of work.

What do you mean by hit and miss? Is it hard to configure but once configured it works? Or is it just not working consistently? What is so hard on getting it configured?

 

[tlpeter]

It depends on the hardware
Some laptops it works great and some it doesn't work well or even sometime not speech at all
Also firewalls can be a pain in the butt


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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[sjjan]

Is there info available on which ports are being used? Is using a very fast notebook or PC an option with good sound card and headset? I was recently at one of our clients and their reception employees all operated the incoming calls through the keybaord and monitor in combination with a headset. Gives me the impression that this should work.

 

[tlpeter]

Here are all ports used:

Port Protocol Function
è 25* SMTP (TCP) Email system alarms from the IP Office to SMTP server. For IP Office 4.2 also used for Voicemail Email on Embedded Voicemail.
è 37 Time (UDP) Time requests from the IP Office to a Time Server (RFC868).
ç 53 DNS (UDP) Domain Name Service responses
ç 67 BOOTP/DHCP (UDP) DHCP Server Operation
è 68 BOOTP/DHCP (UDP) DHCP Client Operation
ç 69 TFTP (UDP) File requests to the IP Office.
è 69 TFTP (UDP) File requests by the IP Office.
ç 161* SNMP (UDP) From SNMP applications.
è 162* SNMP Trap (UDP) To addresses set in the IP Office configuration.
è 389* LDAP (TCP)
è 520 RIP (UDP) "To and from the IP Office to other RIP devices. For RIP1 and RIP2 (RIP1 compatible) the destination address is a subnet
broadcast, eg. 192.168.42.255. For RIP2 Multicast the destination address is 224.0.0.9."
ç 520 RIP (UDP)
ç 1701 L2TP (UDP) Layer 2 Tunneling protocol
ç 1718 H.323 (UDP) H.323 Discovery
ç 1719 H.323 RAS (UDP) H.323 Status. VoIP device registering with the IP Office.
è 1720 H.323/H.245 (UDP) H.323 Signalling. Data to a registered VoIP device.
è 2127 (UDP) PC Wallboard to CCC Wallboard Server.
è 3478 SIP (UDP) Port used for STUN requests from the IP Office to the SIP provider
çè 5060 SIP (UDP/TCP) SIP Line Signalling
è 8080 HTTP (TCP) Browser access to the Delta Server application.
è 8089 Enconf (UDP) "From the IP Office to the Conferencing Center Server Service. User access to the conference center is direct via HTTP
sessions."
è 8888 HTTP (TCP) Browser access to the IP Office ContactStore (VRL) application.
"çè
49152 to 53247*" RTP/RTCP (UDP) Dynamically allocated ports used during VoIP calls for RTP and RTCP traffic. The port range can be adjusted through the System | Gatekeeper tab.
è 50791 IPO Voicemail (UDP) To voicemail server address.
ç 50793 IPO Solo Voicemail (UDP) From IP Office TAPI PC with Wave drive user support.
ç 50794 IPO Monitor (UDP) From the IP Office Monitor application.
ç 50795 IPO Voice Networking (UDP) Small Community Network signalling (AVRIP) and BLF updates. Each system does a broadcast every 30 seconds. BLF updates are sent required up a maximum of every 5 seconds.
ç 50796 IPO PCPartner (UDP) From an IP Office application (for example Phone Manager or SoftConsole). Used to initiate a session between the IP Office and the application.
ç 50797 IPO TAPI (UDP) From an IP Office TAPI user PC.
è 50798 (UDP) IP Office Manager and Upgrade Wizard
è 50799 IPO BLF (UDP) Broadcast to the IP Office LAN and the first 10 IP addresses registered from other subnets.
è 50800 IPO License Dongle (UDP) To the License Server IP Address set in the IP Office config.
ç 50801 EConf (UDP) Conference Center Service to IP Office.
ç 50802 Discovery
ç 50804* HTTP (TCP) IP Office configuration settings access.
ç 50805* HTTPS (TCP) TLS Secure"
ç 50808* HTTP (TCP) IP Office system status access.
ç 50812* HTTP (TCP) IP Office security settings access.
ç 50813* HTTPS (TCP) TLS Secure"


ACA - Implement IP Office
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ACA - Voice Services Management
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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[tlpeter]

Also use the next tool for opening the used ports on the pc:

http://marketingtools.avaya.com/knowledgebase/tools/firewall

Be aware that the phonemanager soft phone needs two licenses
The first one is the phone manager pro license and the second one if the phone manager softphone license

You need both for one softphone !!!

ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[sjjan]

Hmmm. Opening the ports on the notebook or PC should not be the problem, but getting all these ports through our company firewall towards the IPO is another story.

I noticed that I need 2 licenses.

tipeter: it looks like a pain in the ass solution. Maybe if it is fully configured it works, but not an easy solution to install on a notebook that is being taken along on travels. Then I assume you will encounter lots of trouble.

For a fixed Windows PC I would assume it could work. Is that assumption right or plainly a mistake.

 

[tlpeter]

I don't see why a fixed pc would be different

With the softphone (or fixed pc)you need to make a vpn connection to your company

That is why i said use an ipo in india
Set up iptrunks so they can use there own trunks or your trunks and call internall with all other company's

The only butt is that you can not go over 500 users


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[sjjan]

Will the softphone work without a VPN connection by opening ports in the firewall and redirecting them to the Avaya?

I can think of one instance where an IPO is behind an ADSL router with NAT enabled and no VPN server there.

 

[tlpeter]

No you need a vpn connection
You can use a vpnremote ip phone
This is a regular 5610 or 5621 but with other firmware in it
It needs some setup but the most important,you need a supported vpn router for that and a license to use the vpn phone


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[tlpeter]

No it does need a vpn connection
Other solution is a vpnremote phone
It is a regular 5610 or 5621 but with other firmware
It needs some setup but more important you need a supported vpn router otherwise it does not work !
Also again you need a lincense for it

ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[sjjan]

So, is there a hard requirement on supported VPN servers?

We have an IPSEC VPN server setup already on a Linux server with IPSEC traffic routed by the firewall to the VPN server.

If using the softphone of Avaya, could it be enough to install a VPN client on the Windows PC at the remote India site together with the Avaya softphone software (+ 2 licenses as I read) to connect to our IPO here in the Netherlands?

Is only XP supported or also Vista on the client side? Or one better than the other?

Alternative is that an IP hardphone is bought in India with VPN firmware or software in it?