SOP: TTC Support

VPN, ScreenConnect, and 8x8 (for calls to customers to look like they are coming from TTC rather than appearing as spam) login information can be found in 1Password. Some TTC customers are already used to dealing with Aura and have Chad on Teams chat. To access ScreenConnect for TTC support, please follow the steps below:

1. Go to https://alltrust.screenconnect.com/
2. On the upper right, select "Login"
3. Enter the username and password information. This is located in 1Password. 
4. A temporary code will be sent to HubSpot as a ticket. Enter the code provided.
5. Close the ticket

Please see below for steps to complete common support tasks. Please note all time spent on ticket support needs to be tracked in 15 minute increments on Timeneye. It is best practice to immediately log any activity once a ticket is resolved.

1. Adding a New User and Extension

Objective: To add and configure a new user and extension in Avaya IP Office.

Scope: Applies to Tier 1 support configuring new users in IP Office Manager.

Prerequisites:

- IP Office Manager installed
- Admin credentials
- Available extension number
- User details (name, login code)

Procedure:

1. Launch IP Office Manager and connect to the control unit.
2. Retrieve the configuration (File > Open Configuration).
3. Navigate to 'Extension' and create a new extension with appropriate type.
4. Go to 'User' and create a new user.
5. Link the user to the extension and assign login code.
6. Configure voicemail options if required.
7. Save and merge the configuration.

Validation: Users can log in to the phone, and voicemail is accessible.

Escalation Criteria:

- Extension not registering
- Voicemail not activating
- Configuration upload fails

 

2. Creating and Assigning a Hunt Group

Objective: To create a hunt group and assign users for shared call distribution.

Scope: Tier 1 task to configure call groups.

Prerequisites:

- IP Office Manager access
- List of extensions for group

Procedure:

1. Open IP Office Manager and retrieve configuration.
2. Go to 'Hunt Group' > Right-click > New.
3. Enter name, extension, ring mode (e.g., rotary, group).
4. Add members from available users.
5. Set voicemail and overflow if needed.
6. Save and merge configuration.

Validation: Test inbound call to the group. Confirm phones ring as configured.

Escalation Criteria:

- Members not receiving calls
- Overflows not working properly

 

3. Building an Auto Attendant in Voicemail Pro

Objective: To build an automated call menu for routing.

Scope: Tier 1 and Tier 2 support building and maintaining AA flows.

Prerequisites:

- Voicemail Pro client access
- Module names and menu prompts

Procedure:

1. Launch Voicemail Pro Client.
2. Connect to the correct voicemail server.
3. Create a new module (e.g., MainAA).
4. Add a 'Menu' action with options (1 for Sales, 2 for Support).
5. Use 'Transfer' actions to route to destinations.
6. Save and test module.
7. Link it via Incoming Call Route in IP Office Manager.

Validation: Call into the system and navigate menu options successfully.

Escalation Criteria:

- Menu fails to load
- Call transfers to wrong location

 

4. Configuring a SIP Trunk

Objective: To configure SIP trunk for inbound and outbound calling.

Scope: Tier 2 supports configuring external carrier trunking.

Prerequisites:

- ITSP credentials
- SIP domain and IP address
- IP Office Manager access

Procedure:

1. Go to Line > New > SIP Line.
2. Input carrier IP and domain.
3. Configure Transport settings (UDP, TCP, TLS).
4. Set SIP URI parameters.
5. Create inbound and outbound routes.
6. Save and merge.

Validation: Make inbound and outbound test calls successfully.

Escalation Criteria:

- SIP trunk not registering
- One-way audio or failed calls

 

5. Performing a Backup of System Configuration

Objective: To save and secure IP Office configuration.

Scope: Tier 1 and Tier 2 perform regular backups.

Prerequisites:

- IP Office Manager access
- Config file storage location

Procedure:

1. Launch IP Office Manager.
2. Connect and retrieve configuration.
3. Go to File > Save As.
4. Save with clear filename and date.
5. Store file securely.

Validation: File is saved and can be opened without error.

Escalation Criteria:

- Config file fails to save
- Incorrect or outdated file saved

 

6. Upgrading IP Office Firmware

Objective: To upgrade IP Office firmware for feature or patch purposes.

Scope: Tier 2 planned maintenance activity.

Prerequisites:

- Firmware files from Avaya
- Maintenance window
- Backup of current config

Procedure:

1. Use IP Office Manager to verify current version.
2. Download matching upgrade file.
3. Use Upgrade Wizard or Advanced > Upgrade.
4. Select unit and apply update.
5. Reboot system and verify new version.

Validation: System boots cleanly with new version number.

Escalation Criteria

- Upgrade failure
- Devices fail to register post-upgrade

 

7. Troubleshooting No Dial Tone

Objective: To resolve cases where phones show no dial tone.

Scope: Tier 1 issue investigation.

Prerequisites:

- Phone access
- System Status App (SSA)

Procedure:

1. Confirm phone is powered and connected.
2. Check extension mapping in Manager.
3. Use SSA to verify registration status.
4. Move phone to known-good port for testing.
5. Restart phone or extension if needed.
   
   

Validation: Dial tone is restored, and calls are possible.

Escalation Criteria:

- Hardware failure suspected
- SSA shows line/channel errors

 

8. Capturing SIP Traces with Avaya Monitor

Objective: To gather SIP logs for troubleshooting call failures.

Scope: Tier 2 advanced diagnostics.

Prerequisites:

- Monitor tool installed
- Admin access to system

Procedure:

1. Launch Avaya Monitor.
2. Select filters: SIP, H.323, Call.
3. Reproduce the issue.
4. Observe SIP messages (INVITE, TRYING, 200 OK).
5. Save log to file for analysis.

Validation: Call traces show expected signaling. Useful log collected for issue analysis.

Escalation Criteria:

- Logs show carrier-side failures
- Need for packet capture beyond SIP layer

 

9. Resolving Licensing Errors (PLDS)

Objective: To identify and resolve IP Office licensing issues.

Scope: Tier 2 support with Manager or Web Manager.

Prerequisites:

- PLDS license files
- Control unit serial number

Procedure:

1. Open IP Office Manager > License tab.
2. Check for missing/expired licenses.
3. Log in to PLDS and generate license XML.
4. Import into Manager.
5. Save and merge.

Validation: System no longer shows 'License Error' and all features function.

Escalation Criteria:

- Mismatched serial numbers
- PLDS portal errors

 

10. Creating Custom Time-Based Call Routing

Objective: Building call flows based on business hours or holidays.

Scope: Tier 2 using Voicemail Pro.

Prerequisites:

- Time profile definitions
- Voicemail Pro access

Procedure:

1. Open Voicemail Pro client.
2. Create new time profile (e.g., Mon–Fri 9am–5pm).
3. Add 'Condition' action and select time profile.
4. Route calls differently for open/closed hours.
5. Save and test.

Validation: Calls follow correct paths based on time of day.

Escalation Criteria:

- Profiles not triggering
- Errors in schedule logic