Telephony

Avaya IP Office Setup Guide from Scratch (IP500 V2/R11)

By Sys-Metrics· ·

What we are building

A compact office phone system with extensions, main number routing, voicemail, an auto attendant, music on hold, time profiles, and safe rules for emergencies.

Plan: Extensions 100–120, Sales 201, Support 202, main DID +1-555-0100, open 09:00–17:00, after-hours to voicemail, emergency code 911.
Applies to

IP Office 500 V2 or Server Edition. Phones: J-Series (SIP) and 9600 series (H.323). Trunks: SIP or analog.

Requirements and official downloads

Hardware: IP Office 500 V2 with System SD, PoE switch, router or firewall, CAT6, UPS.

Optional: Digital or analog modules, FXO lines, paging, door relay.

Phones: Avaya J179 or J169 (SIP) or 9608G (H.323).

Licensing: Check SD card licenses for SIP trunks, Voicemail Pro, and softphones.

Network plan and cabling

LAN1: 192.168.20.2/24
Gateway: 192.168.20.1
VLAN: 20
QoS: DSCP 46
DHCP: Router
DNS: 1.1.1.1, 9.9.9.9
NTP: pool.ntp.org

Connect LAN1 to the switch. Power phones from PoE ports. Place core gear on a UPS and label cables.

You can begin flat, then add a voice VLAN and DSCP 46 later.
Clean cabling from IP Office to PoE switch and desk phones

First login and IP settings

  1. Install IP Office Manager on Windows from the Avaya portal.
  2. On the same LAN, open Manager and select the discovered system.
  3. Assign a static IP on LAN1 and set the gateway.
  4. Configure NTP and locale or tones.
  5. Save and merge or reboot as prompted.
Security: In Security Settings change all defaults and store credentials safely.

Users and extensions

H.323 phone

Extensions → New → H.323
Extension ID: 100
Users → New → Name Amy → Extension 100
Login Code: 1234
On phone: Server = system IP, Ext 100, PIN 1234

SIP phone

Extensions → New → SIP
Extension ID: 101
SIP User: 101
Login Code: strongSecret
Users → New → Name Ben → Extension 101
On phone: Registrar = system IP, User 101, Pass strongSecret
Use 1xx for users, 2xx for groups, 3xx for test or conference, 7xx for features.

Hunt groups

Hunt Group → New
Name: Sales
Extension: 201
Members: 100 Amy, 101 Ben
Ring Mode: Collective
Voicemail: On after 20s

Create Support at 202 with similar settings.

Short Codes and ARS

Short Codes define dialing. ARS selects the route.

Short Codes → New
Code: 9N
Feature: Dial
Telephone Number: N
Line Group ID: 50:Main

ARS → 50:Main
Route 1: SIP Line for N
Emergency: Add a direct code for 911 that uses the primary line group immediately.

SIP trunk and inbound routes

Lines → New → SIP Line
Proxy: sip.provider.example
Registrar: sip.provider.example
Transport: UDP, TCP, or TLS
SIP URI: Local = Contact = Display = MainNumber
Line Group ID: 50:Main
Authentication: per provider
Incoming Call Route → New
Line Group ID: 50:Main
Incoming Number: +15550100
Destination: Sales (201)
Confirm transport, RTP ranges, and authentication model with the provider.

Auto attendant and business hours

  1. Create Time Profiles for open and after-hours.
  2. Build open and closed menus in Embedded Voicemail or Voicemail Pro.
  3. Route inbound by time to menus or Reception.
  4. Record a concise greeting with 0 for operator.

Voicemail

Select Embedded or Voicemail Pro. Enable voicemail for users and groups, set timeouts, and enable email alerts if required.

Music on Hold

  1. Prepare WAV at 8 kHz, 16-bit, mono.
  2. Upload to System SD WAV.
  3. Select under System tones and music.
Keep loops short and small to preserve SD space.

Button programming

Line Appearance
Park 1 and Park 2
Pickup Group
Voicemail Collect
DND Toggle
BLF for teammates

Security, QoS, and encryption

  • Change all default passwords in Security Settings.
  • Keep firmware and Manager matched.
  • Mark voice with DSCP 46 and prioritize the voice VLAN.
  • Enable TLS and SRTP if licensed and supported.
  • Test emergency calling and verify location data.

Ten-minute test plan

100 ↔ 101 extension calls
9 + outside number
Main DID routes to Sales
Voicemail deposit and retrieve
AA keys 1, 2, 0
MOH during hold
Park and retrieve
Emergency test per policy
Phone reboot and re-register

Troubleshooting

Registration fails
Server IP or VLAN mismatch
DHCP or options missing
Wrong user or PIN
Firewall blocks SIP or RTP
Outbound fails
Short Code or ARS wrong
SIP line down or auth mismatch
Provider expects E.164 format
Transport mismatch
Use System Status Application to observe trunks, calls, and errors in real time.

FAQ

Do I need VLANs? You can start flat and add a voice VLAN later.

H.323 or SIP phones? Both work. J-Series favors SIP; 9600 series often uses H.323.

Which ports? Use the provider's SIP and RTP ranges and avoid exposing the system directly.

Embedded or Voicemail Pro? Embedded is simple; Voicemail Pro enables advanced flows.

Where to get Manager and SSA? From the official Avaya Support portal.

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Educational only. Follow local telecom and emergency-calling regulations and your provider's requirements.