Genesys 400 Series Service manual

400 Series IP Phones
Administrator's Guide
Version 2.2.16
(for PureEngage)

2 Administrator’s Guide Version 2.2.16
The information contained herein is proprietary and confidential and cannot be disclosed or
duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys powers 25 billion of the world's best customer experiences each year. Our
success comes from connecting employee and customer conversations on any channel,
every day. Over 10,000 companies in 100+ countries trust our #1 customer experience
platform to drive great business outcomes and create lasting relationships. Combining
the best of technology and human ingenuity, we build solutions that mirror natural
communication and work the way you think. Our industry-leading solutions foster true
omnichannel engagement, performing equally well across all channels, on-premise and
in the cloud. Experience communication as it should be: fluid, instinctive and profoundly
empowering. Go to www.genesys.com for more information.
Each product has its own documentation for online viewing at the Genesys
Documentation website or on the Documentation Library DVD, which is available from
Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is
complete and accurate at the time of release, Genesys Telecommunications
Laboratories, Inc. cannot assume responsibility for any existing errors. Changes and/or
corrections to the information contained in this document may be incorporated in future
versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent
unauthorized use is your responsibility. Your system administrator should read all
documents provided with this product to fully understand the features available that
reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys
Telecommunications Laboratories, Inc. All other company names and logos may be
trademarks or registered trademarks of their respective holders. © 2018 Genesys
Telecommunications Laboratories, Inc. All rights reserved.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the
VAR for technical support.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide .
Released by: Genesys Telecommunications Laboratories, Inc.
http://www.genesys.com/
Document Version : 400_IP_Phone_Administrator’s_Guide _12-2018_2.2.161.00

Administrator’s Guide Contents
Genesys 400 Series IP Phones 3
Table of Contents
1Introduction....................................................................................................... 18
Configuration Tools................................................................................................ 19
2IP Phone User Interface ................................................................................... 20
2.1 Accessing the Administration Menu ..................................................................... 20
2.2 Changing Display Language ................................................................................ 21
3Web Interface.................................................................................................... 22
3.1 Accessing Web Interface ..................................................................................... 22
3.2 Getting Started with the Web ............................................................................... 23
3.3 Configuring the Web Interface's Port .................................................................... 24
3.4 Configuring User Login Credentials ...................................................................... 24
4Configuration File............................................................................................. 26
4.1 Introduction .......................................................................................................... 26
4.2 File Syntax ........................................................................................................... 26
4.3 Linking Multiple Files ............................................................................................ 26
4.4 Downloading the Configuration File from the Phone............................................. 27
4.5 Creating Configuration Files using VoIProvision Utility ......................................... 27
4.5.1 Configuration File Format ....................................................................................... 27
4.5.2 Global Configuration File ........................................................................................ 27
4.5.3 VoIProvision Utility Overview .................................................................................. 28
4.5.4 CSV File .................................................................................................................. 28
4.5.5 Template File .......................................................................................................... 28
4.5.6 Generated Configuration Files ................................................................................ 28
4.5.7 Starting the VoIProvision Utility .............................................................................. 29
4.5.8 Usage ...................................................................................................................... 29
4.6 Using the Encryption Tool .................................................................................... 29
4.6.1 Encrypting Configuration Files ................................................................................ 29
4.6.2 Encrypting Passwords in the Configuration File ..................................................... 30
Automatic Provisioning.......................................................................................... 32
5Introduction....................................................................................................... 34
6Updating the Configuration File Manually...................................................... 36
7Setting up Network for Auto Provisioning ..................................................... 38
8Obtaining Firmware and Configuration Files................................................. 40
8.1 Provisioning Hunt Order ....................................................................................... 40
8.2 Dynamic URL Provisioning ................................................................................... 40
8.2.1 Provisioning using DHCP Option 160 ..................................................................... 43
8.2.2 Technician's Digit Key Code ................................................................................... 44
8.2.3 Provisioning using DHCP Option 66/67 .................................................................. 45
8.2.4 Provisioning using DHCP Option 43 ....................................................................... 45
8.2.5 Provisioning using the User-Class Option .............................................................. 46
8.2.6 SIP SUBSCRIBE and NOTIFY Messages.............................................................. 55
8.2.7 Hardcoded Domain Name for Provisioning Server ................................................. 57
8.2.8 Cached Address of Last Provisioning Server Used ................................................ 57
8.3 Static URL Provisioning ....................................................................................... 58

Contents
4 Administrator’s Guide Version 2.2.16
Quick Setup............................................................................................................. 60
9Quick Setup....................................................................................................... 62
Networking.............................................................................................................. 64
10 Introduction....................................................................................................... 66
11 Configuring Date and Time Manually ............................................................. 68
11.1 Configuring Daylight Saving Time ........................................................................ 69
11.2 Configuring the NTP Server ................................................................................. 72
11.3 Configuring NTP Server via DHCP ....................................................................... 74
12 Configuring IP Network Settings..................................................................... 76
12.1 Configuring Static IP Address .............................................................................. 76
12.1.1 Configuring Static IP Address on the Phone .......................................................... 76
12.1.2 Configuring IP Network Settings ............................................................................. 77
12.2 Configuring Partial DHCP..................................................................................... 79
13 Configuring LAN and PC Port Settings .......................................................... 82
14 Configuring VLAN Settings ............................................................................. 84
14.1 Configuring Manual or Automatic VLAN Assignment ............................................ 85
14.1.1 Configuring Manual VLAN Assignment to the Phone ............................................. 85
14.1.2 Configuring Automatic VLAN Assignment to the IP Phone .................................... 85
14.1.3 Configuring VLAN via DHCP Provisioning Path ..................................................... 85
VoIP Settings........................................................................................................... 86
15 Configuring SIP Settings ................................................................................. 88
15.1 Configuring General SIP Settings ......................................................................... 88
15.2 Configuring Proxy and Registration ...................................................................... 93
15.2.1 Configuring Proxy Redundancy .............................................................................. 96
15.2.2 Device Registration Failover/Failback .................................................................... 99
15.3 Configuring a Line .............................................................................................. 101
15.4 Configuring Shared Call Appearance ................................................................. 102
15.5 Configuring SIP Timers ...................................................................................... 103
15.6 Configuring SIP QoS .......................................................................................... 105
15.7 Configuring SIP Reject Code ............................................................................. 106
16 Configuring Dialing........................................................................................ 108
16.1 Configuring Voice Dialing through VocaNOM ..................................................... 108
16.2 Configuring General Dialing Parameters ............................................................ 109
16.3 Configuring Auto Redial ..................................................................................... 111
16.4 Configuring Dial Tones ....................................................................................... 112
16.5 Configuring DTMF .............................................................................................. 114
16.6 Configuring Digit Maps and Dial Plans ............................................................... 115
16.7 Configuring Headset LED to Stay On ................................................................. 117
16.8 Configuring Default Audio Device....................................................................... 118
17 Configuring Ring Tones................................................................................. 119
17.1 Configuring Distinctive Ring Tones .................................................................... 119
17.1.1 Example of Configuring a Distinctive Ring............................................................ 120
17.2 Configuring CPT Regional Settings .................................................................... 121

Administrator’s Guide Contents
Genesys 400 Series IP Phones 5
17.3 Uploading Ring Tones ........................................................................................ 123
17.4 Configuring Beeps to Headsets when a Call Comes in to a Call Center ............. 124
17.5 Configuring the Phone to play Fast Busy Tone if Automatically Disconnected
on Remote Side...................................................................................................125
18 Configuring Media Settings........................................................................... 127
18.1 Configuring Media Streaming ............................................................................. 127
18.2 Configuring RTP Port Range and Payload Type ................................................ 128
18.3 Configuring RTP QoS ........................................................................................ 129
18.4 Configuring Codecs............................................................................................ 130
19 Configuring Voice Settings............................................................................ 133
19.1 Configuring Gain Control .................................................................................... 133
19.2 Configuring Jitter Buffer ..................................................................................... 133
19.3 Configuring Silence Compression ...................................................................... 134
19.4 Configuring Noise Reduction .............................................................................. 135
19.5 Configuring Echo Cancellation ........................................................................... 136
20 Configuring Extension Lines......................................................................... 137
20.1 On the Phone ..................................................................................................... 137
20.2 Using the Web Interface and Configuration File ................................................. 138
21 Configuring Supplementary Services........................................................... 141
21.1 Selecting the Application Server......................................................................... 141
21.2 Configuring Call Waiting ..................................................................................... 142
21.3 Configuring Call Forwarding ............................................................................... 143
21.4 Configuring a Conference .................................................................................. 145
21.5 Allowing the Initiator to Drop out of a Conference .............................................. 145
21.6 Configuring Automatic Dialing ............................................................................ 146
21.7 Configuring Automatic Answer ........................................................................... 146
21.8 Configuring Do Not Disturb (DnD) ...................................................................... 149
21.9 Configuring Call Pick Up .................................................................................... 150
21.10Configuring Message Waiting Indication ............................................................ 151
21.11Configuring Busy Lamp Field ............................................................................. 152
21.12Configuring Advice of Charge ............................................................................ 154
21.13Configuring a Tone to Alert to Long Hold ........................................................... 154
21.14Disabling the HOLD Key .................................................................................... 156
21.15Configuring Onhook Disconnect when Held ....................................................... 156
21.16Configuring Ringing on the Default Audio Device ............................................... 157
21.17Allowing an Incoming Call when the Phone is Locked ........................................ 158
21.18Allowing Call Center Agents to Record Welcome Greetings ............................... 158
21.19Enabling the Electronic Hook Switch .................................................................. 159
21.20Disabling the Hard Mute Key on the Phone ........................................................ 160
21.21Configuring Attended and Semi-Attended Call Transfer ..................................... 161
21.22Configuring Blind Transfer.................................................................................. 161
21.23Creating a Speed Dial File for Configuration File ................................................ 162
22 Configuring Volume Levels........................................................................... 163
22.1 Configuring Gain Control .................................................................................... 163

Contents
6 Administrator’s Guide Version 2.2.16
22.2 Configuring Tone Volume .................................................................................. 166
22.3 Configuring Ringer Volume ................................................................................ 167
22.4 Configuring Speaker Volume ............................................................................. 168
22.5 Configuring Handset Volume ............................................................................. 171
22.6 Configuring Headset Volume ............................................................................. 173
Advanced Phone Settings.................................................................................... 176
23 Configuring the Phone Directory.................................................................. 177
23.1 Configuring the Corporate Directory ................................................................... 177
23.1.1 Configuring the LDAP-based Corporate Directory ............................................... 177
23.1.2 Loading a Text-based Corporate Directory File .................................................... 179
23.2 Modifying the Local Phone Directory .................................................................. 181
24 Configuring Keys............................................................................................ 183
24.1 Configuring Function Keys ................................................................................. 183
24.1.1 440HD Phone ....................................................................................................... 183
24.1.2 Configuring Additional Function Keys ................................................................... 184
24.2 Configuring Programmable Keys........................................................................ 185
24.2.1 440HD Phones ...................................................................................................... 185
24.3 Configuring Speed Dials .................................................................................... 188
24.3.1 420HD and 405/405HD Phone Models ................................................................ 188
24.3.2 Deleting Speed Dials ............................................................................................ 190
24.3.3 Saving Configured Speed Dials ............................................................................ 190
24.3.4 Creating a Speed Dial File for the Configuration File ........................................... 191
24.4 Configuring Softkeys .......................................................................................... 192
24.4.1 Configuring Programmable Softkeys (PSK) ......................................................... 195
24.5 Configuring Navigation Control Button Positions ................................................ 196
24.5.1 Saving Configured Keys ....................................................................................... 197
24.5.2 Loading Saved Keys to Phones ............................................................................ 197
25 Disabling Hard Keys and Softkeys ............................................................... 198
26 Configuring Paging........................................................................................ 200
26.1 Configuring a Key for Paging using the Web Interface ....................................... 200
26.1.1 Configuring Barge-in ............................................................................................. 201
26.2 Configuring Paging Using the Configuration File ................................................ 202
27 Configuring Feature Key Synchronization................................................... 205
Security.................................................................................................................. 207
28 Implementing X.509 Authentication.............................................................. 209
28.1 Factory-Set Certificates and AudioCodes Trusted Root CA ............................... 209
28.2 User-Generated Certificates ............................................................................... 210
28.3 External Trusted Root CAs ................................................................................. 211
29 Loading a Certificate...................................................................................... 213
29.1 Loading the Trusted Root CA Certificate to the Phone ....................................... 213
29.1.1 Loading Trusted Root CA Certificate Using Configuration File ............................ 213
29.2 Loading the Client Certificate to the Phone ........................................................ 214
29.2.1 Loading the Client Certificate to the Phone using the configuration file ............... 214
29.2.2 Enabling Server-side Authentication (Mutual Authentication) .............................. 215
29.3 Generating a Certificate Signing Request .......................................................... 216

Administrator’s Guide Contents
Genesys 400 Series IP Phones 7
29.4 Using Previously Loaded Certificates ................................................................. 217
30 Configuring SIP TLS....................................................................................... 219
30.1 Configuring TLS ................................................................................................. 219
30.1.1 Configuring SIP TLS using the Web Interface ...................................................... 219
31 Configuring 802.1x......................................................................................... 221
31.1 Configuring 802.1x in the Phone Screen ............................................................ 221
31.1.1 Configuring EAP-MD5 Mode ................................................................................ 222
31.1.2 Configuring EAP-TLS Mode ................................................................................. 222
31.2 Configuring 802.1x Using Web and Configuration File ....................................... 222
31.2.1 Configuring EAP MD5 Mode ................................................................................. 222
31.2.2 Configuring EAP TLS Mode .................................................................................. 223
32 Configuring SRTP........................................................................................... 225
33 Configuring HTTP/S ....................................................................................... 228
34 Logging into a Remote HTTP/S Server from the Phone*9 .......................... 230
35 Securing the Web Interface using HTTP/S................................................... 232
35.1 Provisioning ....................................................................................................... 232
36 MAC-Based Authentication ........................................................................... 234
Maintenance.......................................................................................................... 236
37 Changing Administrator Login Credentials ................................................. 237
38 Restarting Phones.......................................................................................... 239
38.1 Restarting from the Phone ................................................................................. 239
38.2 Restarting the Phone using the Web Interface ................................................... 240
39 Restoring Phone Defaults.............................................................................. 241
39.1 Restoring Factory Defaults from the Phone's Screen ......................................... 241
39.2 Restoring Factory Defaults using the Web Interface........................................... 242
Status and Monitoring.......................................................................................... 244
40 Determining Network Status.......................................................................... 245
40.1 Determining LAN Status ..................................................................................... 245
40.2 Determining Port Status ..................................................................................... 245
40.3 Determining 802.1x Status ................................................................................. 245
41 Determining VoIP Status................................................................................ 248
41.1 Determining Phone Status ................................................................................. 248
41.2 Determining Line Status ..................................................................................... 248
41.3 Determining Memory Status ............................................................................... 249
41.4 Viewing Current Call Information ........................................................................ 250
42 Viewing Call History....................................................................................... 252
43 Accessing System Information..................................................................... 254
43.1 Accessing Phone Firmware Version ................................................................... 254
43.1.1 Accessing Firmware Version using the Web Interface ......................................... 254
43.1.2 Accessing Firmware Version from the Phone's Screen ....................................... 254
43.2 Viewing Phone Firmware Release Information ................................................... 255

Contents
8 Administrator’s Guide Version 2.2.16
43.2.1 Viewing Firmware Release Information in the Web Interface............................... 255
43.2.2 Viewing Firmware Release Information on the Phone ......................................... 256
44 Monitoring Quality of Experience ................................................................. 258
44.1 Configuring Remote Voice Quality Monitoring .................................................... 258
44.1.1 Configuring RTCP Extended Report ..................................................................... 258
44.1.2 Configuring Voice Quality Monitoring ................................................................... 259
Diagnostics and Troubleshooting....................................................................... 261
45 Diagnosing Phone Hardware......................................................................... 262
45.1 Testing Keypad and Hook .................................................................................. 263
45.2 Testing Handset ................................................................................................. 264
45.3 Testing the Headset ........................................................................................... 264
45.4 Testing Hands Free............................................................................................ 264
46 Recovering Firmware..................................................................................... 266
47 Configuring System Logging (Syslog) ......................................................... 268
47.1.1 Analyzing and Debugging Traffic using Regular Syslog ....................................... 268
47.1.2 Analyzing and Debugging Traffic using 'Lightweight Syslog' ................................ 270
48 Viewing Error Messages Displayed in the Phone Screen........................... 271
49 Debugging using Packet Recording Parameters......................................... 273
50 Creating a Crash Dump File........................................................................... 275
51 Configuring Port Mirroring ............................................................................ 277
52 Enabling Tracing ............................................................................................ 279
Appendices ........................................................................................................... 282
AConfiguring Phones in Server-Specific Deployments ......................................... 283
A.1 BroadSoft's BroadWorks ....................................................................................... 283
A.2 Asterisk, Coral and Metaswitch ............................................................................ 299
A.3 Genesys SIP Server for Contact Centers ............................................................. 299
BConfiguring Automatic Call Distribution (ACD) ................................................... 314
B.1 Softkey Display and Command Menu Options ..................................................... 318
CRecovering Genesys’ IP Phone ......................................................................... 319
C.1 Identifying that the Phone is in Recovery Mode ................................................... 319
C.2 Verifying that the Phone is in Recovery Mode ...................................................... 319
C.3 Recovering the Phone .......................................................................................... 321
C.4 Verifying that the Phone is Downloading the Image File ...................................... 323
DDeploying Genesys IP Phones - Use Case ........................................................ 326
D.1 Preparing Configuration (cfg) Files for the Enterprise Customer ......................... 326
D.2 Preparing the DHCP Server to Automatically Provision Phones .......................... 330
D.3 Making Sure Phones are Correctly Provisioned ................................................... 330
ESupported SIP RFCs and Headers .................................................................... 332
E.1 SIP Compliance Tables ........................................................................................ 334
FParameters Requiring Reload / Reboot .............................................................. 338
GSpecifications ..................................................................................................... 340
HRTCP-XR Parameters ........................................................................................ 344
IExample SIP - PUBLISH Message ..................................................................... 346

Administrator’s Guide Contents
Genesys 400 Series IP Phones 9
List of Figures
Figure 2-1: Language ............................................................................................................................ 21
Figure 3-1: Web Interface Login ............................................................................................................ 22
Figure 3-2: Web Interface Areas ........................................................................................................... 23
Figure 3-3: User Account ....................................................................................................................... 24
Figure 6-1: Configuration File (430 HD) ................................................................................................ 36
Figure 6-2: Load New Configuration File ............................................................................................... 36
Figure 8-1: Automatic Provisioning – Dynamic URL ............................................................................. 40
Figure 8-2: Automatic Provisioning - DHCP Option 160 ....................................................................... 43
Figure 8-3: Provisioning using DHCP Option 43 in the DHCP Server .................................................. 46
Figure 8-4: DHCP Options Assigned to IPv4 Addresses ...................................................................... 47
Figure 8-5: Defining User Classes ......................................................................................................... 47
Figure 8-6: DHCP User Classes ............................................................................................................ 47
Figure 8-7: New Class ........................................................................................................................... 49
Figure 8-8: Packet Bytes Window ......................................................................................................... 49
Figure 8-9: DHCP User Classes ............................................................................................................ 50
Figure 8-10: Set Predefined Options ..................................................................................................... 50
Figure 8-11: Predefined Options and Values ........................................................................................ 51
Figure 8-12: Option Type – Add AudioCodes 160 Option ..................................................................... 51
Figure 8-13: Predefined Options and Values – Add OVOC Server Location ........................................ 52
Figure 8-14: 'Scope Leased' Folder - Configure Options ...................................................................... 52
Figure 8-15: Configure Options 1 .......................................................................................................... 53
Figure 8-16: Configure Options 2 .......................................................................................................... 53
Figure 8-17: Server Options .................................................................................................................. 54
Figure 8-18: Three Scope Options Created .......................................................................................... 54
Figure 8-19: Automatic Provisioning – Static URL ................................................................................ 58
Figure 9-1: Quick Setup ......................................................................................................................... 62
Figure 11-1: Date and Time ................................................................................................................... 68
Figure 11-2: NTP & Time Settings ......................................................................................................... 69
Figure 11-3: Daylight Saving Time ........................................................................................................ 69
Figure 11-4: NTP & Time Settings ......................................................................................................... 72
Figure 11-5: NTP and Time Settings ..................................................................................................... 74
Figure 12-1: Network Settings ............................................................................................................... 77
Figure 13-1: Network Settings - Port Mode ........................................................................................... 82
Figure 14-1: Network Settings - VLAN Settings .................................................................................... 84
Figure 15-1: Signaling Protocols- SIP General...................................................................................... 88
Figure 15-2: Web Interface - SIP Proxy and Registrar .......................................................................... 93
Figure 15-3: Proxy Redundancy ............................................................................................................ 96
Figure 15-4: Line Settings.................................................................................................................... 101
Figure 15-5: Line Settings.................................................................................................................... 101
Figure 15-6: Shared Call Appearance ................................................................................................. 102
Figure 15-7: Signaling Protocols - SIP Timers .................................................................................... 103
Figure 15-8: Quality of Service ............................................................................................................ 105
Figure 15-9: General Parameters - Reject Code ................................................................................. 106
Figure 16-1: Web Interface - VocaNOM .............................................................................................. 108
Figure 16-2: Web Interface Dialing ...................................................................................................... 109
Figure 16-3: Automatic Redial On Busy .............................................................................................. 111
Figure 16-4: Dialing Page - Tones ....................................................................................................... 112
Figure 16-5: Services Page - Tones .................................................................................................... 112
Figure 16-6: DTMF Transport Mode .................................................................................................... 114
Figure 16-7: Digit Map and Dial Plan ................................................................................................... 115
Figure 16-8: Default Audio Device ....................................................................................................... 118
Figure 17-1: Distinctive Ringing ........................................................................................................... 119
Figure 17-2: Distinctive Ringing ........................................................................................................... 120
Figure 17-3: Example of the Alert-Info Header .................................................................................... 120
Figure 17-4: Tones - Regional Settings ............................................................................................... 121
Figure 17-5: Upload Ringing Tone ...................................................................................................... 123
Figure 18-1: Media Streaming ............................................................................................................. 128
Figure 18-2: Quality of Service ............................................................................................................ 129

Contents
10 Administrator’s Guide Version 2.2.16
Figure 18-3: Media Streaming - Codecs .............................................................................................. 130
Figure 18-4: Media Streaming - Codecs .............................................................................................. 131
Figure 19-1: Voice – Jitter Buffer ......................................................................................................... 133
Figure 19-2: Voice - Silence Compression .......................................................................................... 134
Figure 19-3: Voice - Noise Reduction .................................................................................................. 135
Figure 20-1: Line Settings.................................................................................................................... 138
Figure 21-1: Services ........................................................................................................................... 141
Figure 21-2: Services - Call Waiting .................................................................................................... 142
Figure 21-3: Services - Call Forward ................................................................................................... 143
Figure 21-4: Services - Conference ..................................................................................................... 145
Figure 21-5: Dialing - Automatic Dialing .............................................................................................. 146
Figure 21-6: Services - DnD ................................................................................................................ 149
Figure 21-7: Services - BLF Support - Call Pick Up ............................................................................ 150
Figure 21-8: Services - BLF ................................................................................................................. 152
Figure 22-1: Voice - Gain Control ........................................................................................................ 163
Figure 23-1: LDAP ............................................................................................................................... 177
Figure 23-2: Corporate Directory ......................................................................................................... 180
Figure 23-3: Directory - Add Contact ................................................................................................... 181
Figure 24-1: 440HD Phone Personal Settings - Function Keys .......................................................... 183
Figure 24-2: Programmable Keys (440HD Phones) ............................................................................ 185
Figure 24-3: Line Settings.................................................................................................................... 186
Figure 24-4: Programmable Keys ........................................................................................................ 187
Figure 26-1: Services – Enable Paging ............................................................................................... 200
Figure 26-2: Enable Barge-in .............................................................................................................. 201
Figure 28-1: Certificate ........................................................................................................................ 211
Figure 29-1: Root CA Certificate ......................................................................................................... 213
Figure 29-2: Client Certificate .............................................................................................................. 214
Figure 29-3: Certificate Signing Request ............................................................................................. 216
Figure 30-1: Signaling Protocols - SIP General .................................................................................. 219
Figure 31-1: Web Interface –801.1X Settings - EAP-MD5 .................................................................. 222
Figure 31-2: Web Interface –801.1X Settings - EAP-TLS ................................................................... 223
Figure 32-1: SRTP ............................................................................................................................... 225
Figure 35-1: Securing Web Interface Management with HTTP/S ....................................................... 232
Figure 35-2: Automatic Provisioning .................................................................................................... 233
Figure 37-1Users – Administrator Account .......................................................................................... 237
Figure 38-1: Restart System ................................................................................................................ 240
Figure 38-2: Confirmation Box ............................................................................................................. 240
Figure 39-1: Restore Defaults ............................................................................................................. 242
Figure 39-2: Confirmation to Restore Defaults .................................................................................... 242
Figure 40-1: LAN Information .............................................................................................................. 245
Figure 40-2: Port Mode Status ............................................................................................................ 245
Figure 40-3: 802.1X Status .................................................................................................................. 245
Figure 41-1: VoIP Status - Phone Status ............................................................................................ 248
Figure 41-2: Line Status ...................................................................................................................... 248
Figure 41-3: Memory Status ................................................................................................................ 249
Figure 41-4: Memory Status – Linux meminfo Command – Displayed Information ............................ 250
Figure 41-5: Web Interface –Line 1 Call Information ........................................................................... 250
Figure 42-1: Call History ...................................................................................................................... 252
Figure 43-1: System Information–Firmware Version ........................................................................... 254
Figure 43-2: System Information – Release Information ..................................................................... 255
Figure 44-1: Media Streaming - RTCP-XR .......................................................................................... 258
Figure 45-1: Diagnostic Tests Displayed in Phone LCD ..................................................................... 262
Figure 45-2: Keypad and Hook Test– On-Hook (e.g., 440HD) ........................................................... 263
Figure 45-3: Keypad Test – Off-Hook (e.g., 440HD) ........................................................................... 263
Figure 47-1: Web Interface –System Logging ..................................................................................... 268
Figure 49-1: Recording ........................................................................................................................ 273
Figure 50-1: Crash Dump .................................................................................................................... 275
Figure 51-1: Web Interface –Port Mirroring ......................................................................................... 277
Figure 52-1: Tracing System Key Behavior ......................................................................................... 279
Figure A-1: BLF Configuration in a BroadSoft Environment ................................................................ 284

Administrator’s Guide Contents
Genesys 400 Series IP Phones 11
Figure A-2: Configuring Call Forwarding using BroadSoft's BroadWorks ........................................... 286
Figure A-3: Configuring DnD in BroadSoft's BroadWorks - Status ..................................................... 287
Figure A-4: Configuring DnD in BroadSoft's BroadWorks ................................................................... 287
Figure A-5: Services ............................................................................................................................ 288
Figure A-6: Services - Feature Key Synchronization .......................................................................... 288
Figure A-7: Shared Call Appearance with Multiple Call Appearance .................................................. 291
Figure A-8: BroadSoft Server - Assigning Shared Calls Appearance to a User ................................. 291
Figure A-9: BroadSoft Server – Shared Call Appearance Add ........................................................... 293
Figure A-10: Line Settings - Shared Line ............................................................................................ 293
Figure A-11: Services - Conference .................................................................................................... 294
Figure A-12: Directory .......................................................................................................................... 295
Figure A-13: Directory – Delete a Contact ........................................................................................... 296
Figure A-14: BLF Configuration for Application Server Type - Asterisk .............................................. 299
Figure A-15: Registering a Phone on the Redundant Genesys Server .............................................. 311
Figure B-1: ACD .................................................................................................................................. 315
Figure B-2: ACD – Unavailable Reason Code .................................................................................... 315
Figure C-1: Identifying Recovery Mode ............................................................................................... 319
Figure C-2: Verifying Recovery Mode in Wireshark ............................................................................ 319
Figure C-3: Source Ethernet MAC Address in Wireshark Identical to Phone Base's ......................... 320
Figure C-4: Recovering the Phone - Configure the PC NIC to which the Phone is Connected .......... 321
Figure C-5: Verifying with Wireshark that the Phone is Downloading Phone .img File ....................... 323
Figure C-6: Verifying .img File Download with Wireshark – Filtering by TFTP ................................... 324
Figure C-7: Verifying .img File Download using tftpd64 ...................................................................... 324
Figure C-8: Verifying .img File Download using tftpd64 ...................................................................... 325
Figure C-9: Verifying .img File Download on the Phone ..................................................................... 325

Contents
12 Administrator’s Guide Version 2.2.16
List of Tables
Table 2-1: Language Display Parameters ............................................................................................. 21
Table 3-1: Port Parameters ................................................................................................................... 24
Table 3-2: User Name and Password Parameters ................................................................................ 24
Table 4-1: Example of CSV File ............................................................................................................ 28
Table 8-1: DHCP Automatic Provisioning Parameters .......................................................................... 41
Table 8-2: Auto Provisioning via DHCP Option 66/67 ........................................................................... 45
Table 8-3: DHCP User Class Entry for Each AudioCodes Phone Model Deployed ............................. 50
Table 8-4: Static URL Automatic Provisioning Parameters ................................................................... 59
Table 11-1: Date Display Format ........................................................................................................... 68
Table 11-2: Daylight Saving Time Parameters ...................................................................................... 69
Table 11-3: NTP Server Parameters ..................................................................................................... 72
Table 11-4: NTP Server and GMT Parameters ..................................................................................... 75
Table 12-1: Network Settings Parameters............................................................................................. 78
Table 12-2: Partial DHCP Parameters .................................................................................................. 79
Table 13-1: Port Settings ....................................................................................................................... 82
Table 14-1: VLAN Settings .................................................................................................................... 84
Table 15-1: SIP General Parameters .................................................................................................... 89
Table 15-2: Proxy and Registrar Parameters ........................................................................................ 93
Table 15-3: SIP Proxy Server Redundancy Parameters ....................................................................... 97
Table 15-4: Device Registration Failover Parameters ........................................................................... 99
Table 15-5: Device Registration Failback Parameter .......................................................................... 100
Table 15-6: SIP Timers Parameters .................................................................................................... 103
Table 15-7: SIP QoS Parameters ........................................................................................................ 105
Table 15-8: Reject Code Parameter .................................................................................................... 106
Table 16-1: Voice-Dialing Parameter Descriptions ............................................................................. 108
Table 16-2: Dialing Parameters ........................................................................................................... 109
Table 16-3: Automatic Redial On Busy Parameters ............................................................................ 111
Table 16-4: Dial Tones Parameters ..................................................................................................... 112
Table 16-5: DTMF Transport Mode ..................................................................................................... 114
Table 16-6: Digit Map and Dial Plan Parameters ................................................................................ 115
Table 16-7: Headset LED Parameter .................................................................................................. 117
Table 16-8: Audio Device Parameter .................................................................................................. 118
Table 17-1: Distinctive Ringing Parameters ........................................................................................ 119
Table 17-2: Regional Parameters ........................................................................................................ 121
Table 17-3: Ring Tone Parameters ..................................................................................................... 124
Table 17-4: Configuring Beeps to be Played to Headsets when Calls Come in ................................. 124
Table 17-5: Configuring the Phone to Play a Fast Busy Tone when Automatically Disconnected on Remote
Side ...................................................................................................................................................... 125
Table 18-1: Media Streaming Parameters........................................................................................... 127
Table 18-2: RTP Port Range and Payload Type Parameters ............................................................. 128
Table 18-3: RTP QoS Parameter ........................................................................................................ 129
Table 18-4: Codec Parameters ........................................................................................................... 130
Table 19-1: Jitter Buffer Parameters ................................................................................................... 133
Table 19-2: Silence Compression Parameters .................................................................................... 134
Table 19-3: Noise Reduction Parameters ........................................................................................... 135
Table 20-1: Line Parameters ............................................................................................................... 138
Table 21-1: General Supplementary Services Parameters ................................................................. 141
Table 21-2: Call Waiting Parameters ................................................................................................... 142
Table 21-3: Call Forward Parameters ................................................................................................. 143
Table 21-4: Conference Parameters ................................................................................................... 145
Table 21-5: Allowing a Conference Initiator to Drop Out when On-Hooking ....................................... 145
Table 21-6: Automatic Dialing Parameters .......................................................................................... 146
Table 21-7: Automatic Answer Parameters ......................................................................................... 146
Table 21-8: Do Not Disturb Parameters .............................................................................................. 149
Table 21-9: Call Pick Up Parameters .................................................................................................. 150
Table 21-10: BLF Parameters ............................................................................................................. 152
Table 21-11: Reminder Tone after Long Hold ..................................................................................... 155
Table 21-12: Onhook Disconnect when Held ...................................................................................... 156

Administrator’s Guide Contents
Genesys 400 Series IP Phones 13
Table 21-13: Allowing an Incoming Call when the Phone is Locked ................................................... 158
Table 21-14: Disabling the Hard Mute Key on the Phone ................................................................... 160
Table 22-1: Automatic Gain Control Parameters ................................................................................ 163
Table 22-2: Tone Volume Parameter .................................................................................................. 166
Table 22-3: Ringer Volume Parameters .............................................................................................. 167
Table 22-4: Speaker Parameters ........................................................................................................ 168
Table 22-5: Handset Gain Parameters ................................................................................................ 171
Table 22-6: Headset Gain Parameters ................................................................................................ 173
Table 23-1: LDAP Parameters ............................................................................................................ 177
Table 23-2: Provisioning Parameters .................................................................................................. 180
Table 24-1: 440HD Phone Function Keys Parameters ....................................................................... 184
Table 24-2: Programmable Keys Parameters (440HD Phones) ......................................................... 185
Table 24-3: Configuring a Key Event ................................................................................................... 188
Table 25-1: Parameters that can be Configured to Disable Hard Keys / Softkeys ............................. 198
Table 26-1: Paging Function Key Parameters .................................................................................... 201
Table 26-2: Barge-in Parameters ........................................................................................................ 201
Table 26-3: Configuring File Paging Parameters ................................................................................ 202
Table 27-1: Feature Key Synchronization Parameters ....................................................................... 205
Table 29-1: Root CA Certificate Parameters ....................................................................................... 213
Table 29-2: Client Certificate Parameters ........................................................................................... 214
Table 29-3: Server-side Authentication ............................................................................................... 215
Table 30-1: SIP-over-TLS Parameters ................................................................................................ 219
Table 31-1: EAP MD5 Parameters ...................................................................................................... 223
Table 32-1: SRTP Parameters ............................................................................................................ 225
Table 34-1: HTTP/S Login Authentication ........................................................................................... 230
Table 36-1: Authentication ................................................................................................................... 234
Table 37-1: Username and Password Parameters ............................................................................. 237
Table 41-1: Memory Status – Linux Commands ................................................................................. 249
Table 44-1: RTCP_XR Parameters ..................................................................................................... 259
Table 44-2: Voice Quality Monitoring Parameters ............................................................................... 259
Table 47-1: Syslog Parameters ........................................................................................................... 268
Table 48-1: Error Messages Displayed in the Phone Screen ............................................................. 271
Table 49-1: Recording Parameters ..................................................................................................... 273
Table 50-1: Crash Dump Parameters .................................................................................................. 275
Table 51-1: Port Mirroring Parameters ................................................................................................ 277
Table 52-1: Tracing Parameters .......................................................................................................... 280
Table A-1: Features Supported in a BroadSoft Environment .............................................................. 283
Table A-2: Connecting Phones to BroadWorks over HTTP/S – Configuration File Parameters ......... 289
Table A-3: BroadSoft Server - Shared Call Appearance – Identity/Device Profile Type ..................... 292
Table A-4: BroadSoft Server - Shared Call Appearance Add ............................................................. 293
Table 52-5: Remote Conference Parameters ..................................................................................... 294
Table A-6: BroadSoft Server - Shared Call Appearance Add ............................................................. 297
Table 52-7: Displaying a Message in Agents' Phone Screens ............................................................ 297
Table 52-8: Backlight Timeout ............................................................................................................. 297
Table A-9: Displaying a Message on Agents’ Phones ........................................................................ 311
Table A-10: Redundant Genesys Server - Parameters ....................................................................... 311
Table A-11: Retransmission Timer T1 - Parameter ............................................................................. 312
Table B-1: ACD Parameters ................................................................................................................ 316
Table B-2: BroadSoft-Softkey Display States and Command Menu Options ..................................... 318
Table 52-3: Configuring tftpd64 Settings ............................................................................................. 321
Table D-1: CSV File Description .......................................................................................................... 327
Table E-1: Supported IETF RFCs ....................................................................................................... 332
Table E-2: Supported SIP Methods ..................................................................................................... 334
Table E-3: Supported SIP Headers ..................................................................................................... 335
Table G-1: IP Phone Specifications ..................................................................................................... 340
Table H-1: RTCP-XR Parameters ....................................................................................................... 344

Genesys 400 Series IP Phones
14 Administrator’s Guide Version 2.2.16
Preface
Welcome to the 400 Series IP Phones Administrator’s Guide. This guide shows system
administrators how to configure Genesys 420HD and 405 IP Phone to operate with Genesys
SIP
Server in a Genesys contact center.
Note:
Pursuant to the WEEE EU Directive, electronic and electrical waste must not be
disposed of with unsorted waste. Please contact your local recycling authority for
disposal of this product.
About 420HD and 405/405HD IP Phones
Genesys IP phones are based on advanced voice technology, providing clarity and a rich
audio experience in Voice-over-IP (VoIP) calls. The phones are fully-featured telephones
that provide voice communication over an IP network, allowing you to place and receive
phone calls, put calls on hold, transfer calls, make conference calls, and so on.
The phone offers a wide variety of management and configuration tools:
• Phone screen - easy-to-use, menu-driven display screen, providing basic phone
configuration and status capabilities
• Web interface - provides a user-friendly Web interface that runs on a Web browser
(Microsoft® Internet Explorer is the recommended browser).
• Configuration file - text-based file (created using any plain text editor such as
Microsoft’s Notepad) containing configuration parameters and which is loaded to the
phone using the Web interface or a TFTP, FTP, HTTP or HTTPS server.
For a detailed description on hardware installation and for operating the phone's call
features, see the User's Manual.
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to e-mail your
comments to [e-mail].
When you send us comments, you grant Genesys a nonexclusive right to use or distribute
your comments in any way it believes appropriate, without incurring any obligation to you.

Administrator’s Guide Notices
Genesys 400 Series IP Phones 15
Contacting Genesys Customer Care
If you have purchased support directly from Genesys, please read the Genesys Care
Support Guide for On-Premises for complete information on how and when to contact
Customer Care.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version
numbers change as new information is added to this document. Here is a sample version
number:
400_IP_Phone_Administrator’s_Guide _12-2018_2.2.161.00
You will need this number when you are talking with Genesys Customer Care about this
product.

Genesys 400 Series IP Phones
16 Administrator’s Guide Version 2.2.16
Related Documentation
Document Name
420HD IP Phone User's Manual
420HD IP Phone Quick Guide
405 and 405HD IP Phone User's Manual
405 and 405HD IP Phone Quick Guide
One Voice Operations Center (OVOC) IOM Manual
OVOC User's Manual
Document Revision Record
This table applies to AudioCodes documentation rather than Genesys documentation for these IP
Phones.
LTRT
Description
11947
Version 2.2.2.
11948
Version 2.2.4. 405 CC features: Supervisor Listen, Select Ring Audio Device, Disable
Hands-Free Mode, Greeting Recording, BroadSoft-based ACD Hoteling, SHA2, Blind
Transfer, Drop From Local Conference, Factory-Set Certificates and AudioCodes Trusted
Root CA, Factory-Installed Certificates Status Displayed, Send DTMF via SIP and via RTP
Together, HTTP/S Provisioning, CDP Enhanced, Restoring Phone Settings to Defaults;
Slovak, Czech, Turkish.
11949
Version 2.2.8 - preliminary. Proxy and Registrar parameter values, Headset LED, ring-tone ,
RTP Port Range (media_port), Codec Type updated, Media Streaming – Codecs updated,
DnD Activate, Function Keys pqs, Firmware Release Information, RTCP-XR, Disabling
Handset Mode, Displaying a Message in Agents' screens, hide ACW softkey, 3PCC
restored.
11950
Version 2.2.8 - official. Multiple lines. Dual registration (Genesys), 3PCC. voip/talk_event.
unregister_on_voip_reload. Lightweight Syslog. Recovering phone.
11951
11953
11955
11956
Version 2.2.12. 3DES. Multiple Lines. system/syslog/mode. Locking A-B keys –
applicability. User-Class. Distinctive Ring Tone. 405HD. with high resolution screen.
Version 2.2.14. Call Log sync. Technician's Digit Key Code. XSI. EMS > OVOC server.
Removed Redundant Outbound proxy; new note recommending DNS queries. OPUS
payload. Auto_answer_use_180. Paging. Barge-in. voip/services/group_paging/codec.
voip/services/group_paging/end_income_paging_timeout. System Logging. Connecting to
BroadWorks over HTTP/S.
SIP SUBSCRIBE and NOTIFY Messages. USB Headsets. VocaNOM. Disable HOLD key.
Disable mute key. Disabling Hard Keys and Softkeys. SRTP. Backlight timeout. USB
headsets.
voip/signalling/sip/PAI_On_Replay/enable. voip/auto_answer/enabled. Tone played after
long hold.
.

Administrator’s Guide Notices
Genesys 400 Series IP Phones 17
Note: In the tables in this document, boldened parameters enclosed in square brackets
[ ] indicate Configuration File parameters. Web interface parameters are displayed in
regular font above their counterparts.

1. Introduction
18 Genesys 400 Series IP Phones
1 Introduction
This manual is intended for the system administrator responsible for setting up and
configuring the 420HD, 405 and 405HD IP phones.
Genesys’ IP phones are based on the proprietary High Definition (HD) voice technology,
providing clarity and a rich audio experience in Voice-over-IP (VoIP) calls. The phones are
fully-featured telephones that provide voice communication over an IP network, allowing you
to place and receive phone calls, put calls on hold, transfer calls, make conference calls, and
so on.
The phone offers a wide variety of management and configuration tools:
Phone screen - easy-to-use, menu-driven display screen, providing basic phone
configuration and status capabilities
Web interface - provides a user-friendly Web interface that runs on a Web browser
(Microsoft® Internet Explorer is the recommended browser).
Configuration file - text-based file (created using any plain text editor such as
Microsoft's Notepad) containing configuration parameters and which is loaded to the
phone using the Web interface or a TFTP, FTP, HTTP or HTTPS server.
For a detailed description on hardware installation and for operating the phone's call features,
refer to the User's Manual.

Part I
Configuration Tools

2. IP Phone User Interface
20 Administrator’s Guide Version 2.2.16
2 IP Phone User Interface
The phone provides a Liquid Crystal Display (LCD) based screen, offering an intuitive, menu-
driven interface for configuring the phone. The administrative tasks are performed in the
phone's Administration menu.
Note: Screenshots of the 440HD are shown in this document. Screenshots of the 420HD
and 405/405HD are only shown if they significantly differ.
2.1 Accessing the Administration Menu
Here's how to access the Administration menu on the phone.
Note:
• The phone is password protected. The default password is 1234. To change the
login password, use the phone's Web interface or Configuration file.
• After entering the password, the access session is applied to all the submenus.
• To change the Administration screen’s login password, use the phone's Web
interface or use the configuration file.
➢ To access the Administration screen:
1. Press the MENU key on the phone and navigate down to Administration.
Note: Alternatively, after pressing the MENU key you can press an item's number to
navigate to the item, for example, press 6 to navigate to Administration.
2. Press Select; you are prompted for a password.
3. Enter the administration password (Default: 1234) and then press the OK softkey.