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avaya ext numbers keep reverting after power loss

Posted by leif2251

Right to start I really hate phones, a year or so back we got in a avaya ip office system through BT. Phones never had anything to do with IT before then and I pointed I don't know the system. Well a long time has passed and phones have just sat in there boxes, but to cut a long story short it's looking like I'm going to have to sort them out. I have held out for over a year so that's not to bad.

I think it's version 9 I'm using and the voip phones are the 1600 series. I'm plugging them in and giving them an ip etc with little issue and there appearing in the manager. I then rename the ext and create a user for it and save the config. Again no problems the phone has the correct ext and is working as expected. If the phone is the powered off when it reboots it has it's old ext, in the case of the new phones the default one in the case of some of the ones that BT set up it goes back to the ext they gave it. So I'm clearly missing a step.

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David Wiese

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in IP Office Manager, click on system > Lan1> VoIP and ensure that the h.323 Auto-Create User box is un-checked. this might be your issue, it was when I was having a similar issue

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Are you programming the ext via the phone or the phone manager,

Are you running IP Office Manager also?

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Multiple things here, you most likely have IP Office V 8 or 8.1 and Manager version 9 possibly. Second is I have run into this issue before and it has to do with mutiple extensions being assinged to the phone. Best thing to do is remove the old extension from Manager (if you can and the old extension is no longer being used) and that should clear up the issue.

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IP phones? Not really sure, the Non-IP phones require each physical port to be mapped to an extension, so if you program the extension on the phone and not in manager this happens.

For clarification:

In the manager "Extensions" refers to actual ports on the system. "Users" refers to actual extensions.

This is based on my IPO500 system, so YMMV

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I know when we add new phones to our Avaya system, V6 i think, you need to have the Manager open so that it can update the phone with the settings otherwise the phone won't setup properly.

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*36 to unregister phones (but this only works on digital sets, like 1416 and 1408's)

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I am using office manager and it's V9...

@ Davis I do remove the old extension and when I do it picks up the new one. But when the phone is powered down and comes back on, it recreates the the old extension and uses that.

Some times the phone asks me to log in, but after putting in the user it asks for the password there is no password set and doesnt seem to accept blank. I wonder wether this is causing the issue, Im only guessing but if I delete the original the phone then uses the new one created that it;s mapped to. When it get's powered on it goes of the one is last logged in as and recreates it if needs be in the manager. Is that possible?

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check Best Answer

in IP Office Manager, click on system > Lan1> VoIP and ensure that the h.323 Auto-Create User box is un-checked. this might be your issue, it was when I was having a similar issue

attach_file Attachment Capture.PNG 7.19 KB

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I think I've cracked it, as Davis points out the phones automatically create a user if you change the user via the manager it appears to make an immediate affect on the phone. But if the phone is reset it reverts, I needed to log the phone out and then put in the user to get it to stick. So simple if you know about it.

@David Id just worked the auto and logout thing before you posted by creating the user first on a new handset. It's good to know were that setting is to turn it off though, I doubt I would of found that.

Does anyone know of any good courses or manuals I could look at, most of the stuff online just covers mailboxes etc. I tried the Avaya site but they want all this customer information which I don't have as we went through BT and BT are very happy to help change the ringtone but if you ask about installing new phones or vlans it suddenly becomes an engineer visit. Im an absolute phone newb so How to's and the basic basics would be useful.

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here is a site that we use: http://www.ipofficeinfo.com/

my suggestion to you leif is to talk to your avaya rep if you have one and get signed up for the ip office manager admin training. The one i just went through was 4 hours and it was well worth it. The online webinar gives you the over-view and some in-depth training on the Manager and how to program things such as new extensions, incoming call routes, modifying the ARS table and so on

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leif2251 wrote:

@David Id just worked the auto and logout thing before you posted by creating the user first on a new handset. It's good to know were that setting is to turn it off though, I doubt I would of found that.

just an fyi as well, what i showed you is a global setting, meaning once it's un-checked it's good for the entire setup.

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David Wiese wrote:

here is a site that we use: http://www.ipofficeinfo.com/

my suggestion to you leif is to talk to your avaya rep if you have one and get signed up for the ip office manager admin training. The one i just went through was 4 hours and it was well worth it. The online webinar gives you the over-view and some in-depth training on the Manager and how to program things such as new extensions, incoming call routes, modifying the ARS table and so on

I have come accross that site before it is a good one, but for a newb to phones and voip etc it's heavy reading, if you don't understand the basics.

That course sounds like the one I need, but unfortunatly as I say we have no avaya rep we have to go through BT (I'm lead to believe anyway) who have a patnership with avaya and provide there own support and training for the system. It's woeful though and only talks about mailboxes. Nothing about setting up phones, when I was the course and asked the trainer about such things I was told you had to pay BT to setup new extensions, there milking it for all it's worth. I wish management had just gone to the supplier.

Now I know about the course I might speak to a company I use a lot who are avaya partners, I wonder wether they could set me up on it, worth a shot anyway?

Thanks for the info David

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David Wiese wrote:

in IP Office Manager, click on system > Lan1> VoIP and ensure that the h.323 Auto-Create User box is un-checked. this might be your issue, it was when I was having a similar issue

Thank you sir. Although this was posted four months ago, you have just saved my bacon today.

Please enjoy a picture of this crazy lady on an advert I found plastered on billboards all over Switzerland.

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It is an old subject, but if anyone has similar issue with IP phones such as 5610 or 5620. When phone logs on as a non-desired user after system reboot or even after just re-plugging the phone. Hotdesk or log in as desired user and then press first MUTE followed by 73738# (essentially reset#) and then the phone will ask if you want to reset the phone, answer yes. The phone now reboots and resets it to the user last logged on.

All the 'clever' is kept in the phone and the latter method just replaces the old settings with new ones.

Hope this helps anyone.

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