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
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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