AT&T Voice DNA® Administrator Support

Overview

At times, users might need to relocate their IP phones (for example, when a user moves to another office within your AT&T Voice DNA® system or when a user needs to take the phone to a hotel room or remote office).

Note: AT&T can support a moved IP phone only if all the conditions in this document are met. The phone must remain in an area of the continental United States from which AT&T can provide 911 connectivity.

AT&T Voice DNA is a business Voice over IP service. There are differences between E911 (emergency 911) access with traditional wireline phone service and E911 access with a VoIP service. Some circumstances under which these differences occur include, but are not limited to, relocation of the customer's IP-compatible telephone set or device, use by a user of a non-native or virtual telephone number, failure in the broadband connection, loss of electrical power, or delays in the user's Registered Location being available through the lookup database. As required by the Federal Communications Commission, AT&T provides its business Voice over IP customers with details of the differences at the time of installation, and that information can be found in the document titled "E911 Access and Your Business Voice over IP Service," which is provided at http://www.att.com/smallbusiness/terms/E911_2-17.doc.

IT IS THE RESPONSIBILITY OF THE CUSTOMER TO ENSURE THE E911 REGISTERED LOCATION OF EACH TELEPHONE NUMBER ASSOCIATED WITH THE AT&T VOICE DNA SERVICE IS ALWAYS ACCURATE; THEREFORE, IF A PHONE IS MOVED, THEN THE REGISTERED LOCATIONS OF THE NUMBERS ON THAT PHONE MUST BE CHANGED ACCORDING TO THE PROCEDURE PROVIDED TO YOU BY AT&T.

Move an IP Phone

Users can move their phones to another location within your organization or to some locations outside your organizations's AT&T Voice DNA® system.

Moving a phone or device within your organization's AT&T Voice DNA system 

If a user moves a phone to another location within your organization, the user doesn't need to take additional action. When the phone powers on, the network detects the move and flags the user as being at a "branch location." If the user calls 911, emergency responders will use the branch location's default calling number to identify the user's location.

On the AT&T Voice DNA Administrator Dashboard, you can view the location status of a user's phone on the user's Devices and Line Appearances tab, in the Device Location Status tile. You can find the device status for all users by running the Extension Location Status report.

Moving a phone or device outside your organization's AT&T Voice DNA system 

If for any reason a user relocates a phone outside your organization's locations, the user must do the following immediately:

• The user must call the AT&T 911 Center at 1-800-356-2972 and enter the new geographic location as the Registered Location with the AT&T Voice DNA service. If the AT&T 911 Center indicates that we do not support 911 at the new location, the user cannot use the IP phone that works with AT&T Voice DNA at that location.
• If necessary, the user must configure the phone so that it will work outside of the organization's AT&T Voice DNA system.

The phone may not work with its current configuration. You can reconfigure the phone yourself for remote use, or you can give the user instructions for how to change the phone's settings. Note that the phone might not work behind a firewall. For more information, see Technical Information, below.

The user may ask you about any restrictions, conditions, or limitations set by your company with respect to the service features, if any, that will be available if the user moves a phone.

It's also a good idea to remind users to call the AT&T 911 Center at 1-800-356-2972 every time they move a phone.

Technical Information

Use of the IP phone away from the registered service location is an optional service and one that requires the user to manually configure the phone. AT&T cannot perform these steps for the user.

An IP phone that works with AT&T Voice DNA® must be specially configured to work in a new location outside your organization's AT&T Voice DNA system. The user configures the phone, following instructions consistent with those provided by AT&T below. The phone needs to be configured for moving only once, no matter how often it's moved. Note that even if the phone is reconfigured correctly, it might not function behind a firewall. For additional information regarding configuring your phone behind a firewall, see the Use the Phone Behind a Firewall section below.

You cannot use the configuration method outlined here to move analog phone adapters. Moving an analog phone adapter is not supported with your Voice DNA service.

Configure a Phone to Work Outside the AT&T Voice DNA System 

First, follow the steps for the primary configuration method below. If this method is not successful for the particular phone, use the alternate method outlined later in this topic.

To configure a Polycom® IP phone (primary method)

Configuring a Polycom® IP phone requires several steps. First you set up the phone for configuration, next you configure the phone for the network, then you set the time, and finally, you connect the phone and complete the process. You must perform every step, in order, until you complete the procedure and the phone automatically reboots.

Step I: Set up the phone for configuration

1. Turn the phone on, but don't connect it to the network or Internet.
2. Reboot the phone and while the counter is still counting down to start the reboot, press the Setup soft key.
3. Enter the administrator password (default 456), and then press the OK soft key.
4. Scroll to DHCP Menu, and then press the Select soft key.
5. Scroll to Boot Server, and then press the Edit soft key.
6. Change from Option 66 to Static by scrolling through the options by pressing the < or > buttons (on phone models without these, press the up or down arrow keys or the Change soft key). When Static appears in the Boot Server field, press the OK soft key.
7. Press the Exit or Back soft key to return to the Network Configuration menu.

Step II: Configure the phone for the network

1. Scroll down to SNTP Address, and then press the Edit soft key.
2. Enter one of the public SNTP server addresses from the following list, and then press the OK soft key.

   0.attvdna.pool.ntp.org

   1.attvdna.pool.ntp.org

   2.attvdna.pool.ntp.org

   3.attvdna.pool.ntp.org

Step III: Set the time

1. Scroll down to GMT Offset, and then press the Edit soft key.
2. Using the right scroll keys, select the correct GMT offset (either Standard Time or Daylight Savings Time) for your time zone, and then press the OK soft key.

Step IV: Complete the process

1. Scroll to Server Menu, and then press the Select soft key.
2. When Server Type appears, press the Edit soft key.
3. Scroll through the protocol options and select HTTPS, and then press the OK soft key. To locate HTTPS, press the < or > buttons (on phone models without these, press the up or down arrow keys or the Change soft key).
4. Scroll to Server Address, and then press the Edit soft key.
5. Enter this value: sasvpdlr2vdna.att.com/bdl
   • Note that characters you enter overwrite existing characters.
   • Verify the mode shown in the display window is a->1A. If not, select
     a->1A by pressing the Edit soft key.
   • Enter a period (.) by pressing the star (*) key.
   • Enter a slash (/) by pressing the pound (#) key until the slash (/) appears.
   • Backspace by selecting the More soft key and then the Delete soft key.
6. When you've entered the correct value (shown in step 5), press the OK soft key.
7. Press the Exit or Back soft key to return to the Network Configuration menu.
8. Press the Exit or Back soft key to return to the Network Admin Settings menu.
9. Connect the phone to the network at the temporary location.
10. To save your changes, scroll to Save & Reboot, and then press the Select soft key. To discard your changes, select exit without saving. Note that you must save or your changes will be lost. Also note that the wording of these choices may vary on different models.

The phone automatically reboots and uses the new configuration settings.

To configure a Polycom® IP phone (alternate method) 

Configuring a Polycom® IP phone consists of several steps. First you set up the phone for configuration, next you configure the phone for the network, then you set the time, and finally, you connect the phone and complete the process. You must perform every step, in order, until you complete the procedure and the phone automatically reboots.

Step I: Set up the phone for configuration

1. Turn the phone on, but don't connect it to the network or Internet.
2. Press the phone’s Menu button.
3. Scroll to Settings, and then press the Select soft key.
4. Scroll to Advanced, and then press the Select soft key.
5. Enter the administrator password (default 456), and then press the Enter soft key.
6. When Admin Settings appears, press the Select soft key.
7. When Network Configuration appears, press the Select soft key.
8. Scroll to DHCP Menu, and then press the Select soft key.
9. Scroll to Boot Server, and then press the Edit soft key.
10. Change from Option 66 to Static. Scroll through the options by pressing the < or > buttons (on phone models without these, press the up or down arrow keys or press the Change soft key). When Static appears in the Boot Server field, press the OK soft key.
11. Press the Exit or Back soft key to return to Network Configuration menu.

Step II: Configure the phone for the network

1. Scroll down to SNTP Address, and then press the Edit soft key.
2. Enter one of the public SNTP server addresses from the following list, and then press the OK soft key.

   0.attvdna.pool.ntp.org

   1.attvdna.pool.ntp.org

   2.attvdna.pool.ntp.org

   3.attvdna.pool.ntp.org

Step III: Set the time

1. Scroll down to GMT Offset, and then press the Edit soft key.
2. Using the right scroll keys, select the correct GMT offset (either Standard Time or Daylight Savings Time) for your time zone, and then press the OK soft key.

Step IV: Complete the process

1. Scroll to Server Menu, and then press the Select soft key.
2. When Server Type appears, press the Edit soft key.
3. Scroll through the protocol options and select HTTPS, and then press the OK soft key. To locate HTTPS, press the < or > buttons (on phone models without these, press the up or down arrow keys or the Change soft key).
4. Scroll to Server Address, and then press the Edit soft key.
5. Enter this value: sasvpdlr2vdna.att.com/bdl
   • Note that characters you enter overwrite existing characters.
   • Verify that the mode shown on the screen is a->1A. If not, press the Edit soft key and select a->1A.
   • Enter a period (.) by pressing the star (*) key.
   • Enter a slash (/) by pressing the pound (#) key until the slash (/) appears.
   • Backspace by pressing the More soft key and then the Delete soft key.
6. When you've entered the correct value (shown in step 5), press the OK soft key.
7. Press the Exit or Back soft key to return to the Network Configuration menu.
8. Press the Exit or Back soft key to return to the Network Admin Settings menu.
9. Connect the phone to the network at the temporary location.
10. To save your changes, scroll to Save & Reboot, and then press the Select soft key. To discard your changes, select exit without saving. Note that you must save or your changes will be lost. Also note that the wording of these choices may vary on different models.

The phone automatically reboots and uses the new configuration settings.

To configure an Aastra® phone 

Configuring an Aastra® IP phone requires several steps. First you set the time and date, then you complete the process, and finally, you reboot the phone. You must perform every step, in order, until you complete the procedure.

Step I: Set the time

1. Press the Options button.
2. In the Options list, select Preferences.
3. When the Preferences menu appears, select Time and Date.
4. In the Time and Date menu, scroll to Time Server and press the Select soft key.
5. In the Time Server Menu, scroll to Time Server 1 and press the Select soft key.
6. Enter one of the following Server Addresses or FQDN to be used, and then press the Done soft key.
   • 0.attvdna.pool.ntp.org
   • 1.attvdna.pool.ntp.org
   • 2.attvdna.pool.ntp.org
   • 3.attvdna.pool.ntp.org
7. In the Time Server menu, scroll to Time Server 2 and press the Select soft key.
8. Enter a different Server Address or FQDN from the one you chose from Time Server 1 and press the Done soft key. (For list of valid entries, see Step 6.)
9. In the Time and Date menu, select Time Zone. A list of time zones from around the world appears.
10. Select the appropriate time zone for your location. The default time zone is US-Eastern.
11. Press the Done softkey. The Time and Date menu appears.

Step II: Set the date

1. In the Time and Date menu, select Date Format.
2. Select a date format from the list of options. The default is Sun Jan 2. Choose from these valid values:
   • Sun Jan 2 (default)
   • 2-Jan-00
   • 2000 01 02
   • 02/01/2000
   • 01/01/00
   • 02-01-00
   • 01/.02/00
   • Jan 2
   • 2 Jan 2000
   • Sun 2 Jan
   • 2 Jan
   • 02.01.2000
3. Press the Done soft key. The Time and Date menu appears.
4. Select Daylight Savings.
5. Select a daylight savings time. Automatic is the default value. Choose from these valid values:
   • OFF
   • 30 min summertime
   • 1h summertime
   • Automatic (default)
6. Press the Done soft key.

Step III: Complete the process

1. Set the time and date as Step II shows.
2. Press the Options button.
3. Scroll to Administrator Menu using the up and down arrow keys, and then press the Select soft key.
4. Enter the password (default is 22222) and press the Enter soft key.
5. Select Configuration Server.
6. Select Download Protocol.
7. Select Use HTTPS (the circle next to HTTPS will be dark or filled-in when selected) and press the Done soft key.
8. Select HTTPS Settings.
9. Select Server.
10. Enter sasvpdlr2vdna.att.com and press the Done soft key.
11. Select Path.
12. Enter /bdl and press the Done soft key.

Step IV: Reboot (restart) the phone

1. Complete Steps I-III, above.
2. Press the Options key.
3. In the Options list, scroll to Restart Phone and then press the Select soft key.
4. To confirm the restart, press the pound (#) key. (To cancel the restart, press the 3 key.)

The phone will take a few minutes to reboot orrestart. After the phone reboots, it is ready to use.

Note: In the middle of rebooting, the phone may restart a second time. This is normal.

Use the Phone Behind a Firewall

The following information describes how to use an IP phone with AT&T Voice DNA behind a firewall.

AT&T is not responsible for troubleshooting the connectivity at a user's temporary location. It is possible that there may be firewalls or other local area configuration parameters that will interfere with connectivity to the AT&T network.

Note: Where a user is not able to affect firewall settings in an environment (for example, in a hotel room or conference center), then as a result, the user will NOT be able to use the phone there.

If the phone has been moved to a location that uses a firewall, the firewall owner should configure the firewall to disable SIP-aware NATing. This can be done by not enabling the SIP ALG (Application Layer Gateway) function or by disabling the SIP-aware NAT. For specific information, consult your firewall vendor.

For reference, the following table provides details of the signaling and voice payload protocols. These must be allowed in the firewall rules.

The following ports must be allowed through for SIP phones:

Information for Users Moving IP Phones

Use these notes when answering users' questions about moving their phones.

Tell users:

• As soon as you move your phone, call the AT&T 911 Center at 1-800-356-2972 and enter the new location. If the AT&T 911 Center indicates that we do not support 911 at your new location, you cannot use your IP phone with AT&T Voice DNA® at that location.
• If the AT&T Voice DNA system is not available at the new location, in an emergency, call 911 from a phone other than your IP phone to reach local emergency service.
• Never transfer a caller to 911 using your IP phone. Instead, tell the caller to hang up and call 911 directly. If the caller is in a different physical location from you, it is crucial that the 911 call come from the caller's location.

Moving an IP phone with AT&T Voice DNA to a new location may modify the IP phone's performance in several possible ways:

• Voice or call quality may be diminished.
• Some AT&T Voice DNA features, such as shared line appearances, may not work.
• The phone may stop working because the temporary location's broadband connection is inadequate.
• The phone may stop working because of a power failure (for example, if the temporary location doesn't have a power backup system).

For questions, contact your AT&T Voice DNA Administrator.