Avaya IP Office: Migrating ContactStore To A New Server


This How-To covers the migration of a ContactStore installation onto a new server.


1: Backup the ContactStore Database

To backup the ContactStore database, you need to use the following command line procedure:

Log on to the ContactStore server and open a command prompt window

Change the directory to the \bin folder in the ContactStore installation path using the cd (change directory) command

Create a backup file by entering the command:

winbackup <backupfile> (where <backupfile> is the full path name for the backup file)

Make sure there is enough space on the target drive for the backup file. Consider copying the backup file to another server, or external media.

NOTE: The procedure uses the PostgreSQL pg_dump command to extract data from the database. It must be executed while the database is running. Do not stop the ContactStore service or the PostgreSQL service before proceeding.

2: Install ContactStore on the New Server

Once you have taken the backup, install ContactStore onto the new server.

NOTE: For IPO releases up to and including R9.1, Windows Server 2008 32-bit is the only supported operating system for running ContactStore. It is possible that it will work fine on other operating systems but is not something that is supported by Avaya.

3: Restore the ContactStore Database

The following process will erase the default database that exists after a complete re-installation and replaces it with the database that you have previously backed up in Step 1.

First you need to copy the backup from the old server onto the new server. Then stop the ContactStore service and open a command prompt window, changing the directory to the \bin folder in the ContactStore installation path using the cd (change directory) command.

Then you will need to enter the following command:

winbackup <backupfile> restore (where <backupfile> is the full path name for the backup file)

If you receive a warning stating that “pgpsql already exists”, ignore this warning.

Once completed, start the ContactStore service again.

4: Copy the Calls Folder Onto New Server

Once the ContactStore service has started, copy the calls folder used by the previous server to the location (Server | Call Storage Path) set for the new server.




You should now have all of your calls on the new server, ready to be searched and replayed.



Avaya IP Office: Reset Contact Recorder Administrator Password


This How-To covers the reset of the Contact Recorder Administrator’s Password if you have forgotten/don’t know the password. Please note this will only work with ContactRecorder, not ContactStore. For ContactStore password recovery steps please see our guide HERE.


1: Connect to the Contact Recorder Server

Open PuTTY and connect to the IP Office Server Edition (or Application Server), logging in with the following credentials:

Username: witness
Password: eQuality

2: Connect to the Contact Recorder Database

Log into the postgres database by entering the following command:

psql -U eware -h localhost

You will then be prompted for the password which is as follows:


3: Search for the Administrator Account

Navigate to table containing users by entering the following command:

select * from users;

You should see that there is a user called Administrator with an encrypted password.

4: Delete the Administrator Account

Next we need to delete the user “Administrator” by doing the following commands:

delete from users

where userid = 1; 

NOTE:  If this procedure has been carried out before, the Administrator user might be a different userid, so make sure you use the same ID that is displayed against the Administrator user when viewing the search results in Step 3.

5: Check the Administrator Account is Deleted

Navigate to table containing users again to check the Administrator user has been deleted, by entering the following command:

select * from users;

6: Logout of Contact Recorder Database

Log out of the database by entering the following command:


Once logged out of the database, log out of putty by typing the following:


This whole process should look something similar to the image below:


7: Restart Contact Recorder Service

Open a Web Browser, and go to the IP Office Server Edition/Application Server Web Control page (https://<ip of IPOSE/AS>:7071).

Log in as an Administrator and stop the Contact Recorder service.

Once stopped, start the Contact Recorder service again.



When you next connect to Contact Recorder type in the Administrator username, leave the password box empty and click OK. This will then prompt you to create a new password.

If you are still encountering problems, it will require a complete uninstall/reinstall to reset the password. Alternatively, if you have an IPOSS contract, Avaya may be able to assist.


Avaya IP Office: Unable To Forward or Transfer Calls Externally

Problem Details:

When trying to set a user’s forward number through a handset, the option to save or complete the forward does not appear. Setting an internal extension works fine and can be set, but trying an external number does not.


Setting a user’s forward number through the IPO Config saves, but does not complete the forward to an external number.


A call comes in to the system and is then attempted to be forwarded to an external number but does not go through and fails.


This is most likely going to be due to the “Inhibit Off-Switch Forward/Transfer” option selected.


Uncheck the “Inhibit Off-Switch Forward/Transfer” option under System | Telephony | Telephony and this should then allow the number to be forwarded/transferred externally.

Avaya IP Office: 3641/3645 Randomly Powering Off

Affected Kit:

Avaya 3641 and 3645 (Spectralink/Polycom 8020 and 8030) wireless handsets

Problem Details:

Handsets appear to randomly power off, even when fully charged.


Likely caused by loose or damaged connectors from the battery pack to the connectors inside the phone itself. Can be caused through general age of the handset, improper cleaning and of course, dropping the handset.


Replacing the battery would be the first port of call, but if it is the phone connectors itself that are damaged, a replacement handset would need to be sourced.


Avaya IP Office: Analog Trunks Clicking

Affected Kit:

700476005 – IP OFFICE 500 VERSION 2 CONTROL UNIT – PCS version 18 or greater

700503164 – IP OFFICE IP500 TRUNK ANALOG 4U V2

700504556 – IP OFFICE IP500 V2 COMBO CARD ATM V2

Problem Details:

An audible clicking is heard during calls made on analog trunks on IP500v2 units (PCS level 18 of higher). The clicking has been reported to happen in sporadic bursts, 10 or 20 seconds apart. Calls are still possible, with both sides being able to hear one another.


Currently unknown, Avaya are still working on finding the cause.


Moving the cards into slots 3 or 4 of the IP500v2 chassis seems to resolve the issue (as a workaround). An alternative would be to get hold of pre-V2 analog trunk cards as these do not appear to have the same problem.


Avaya IP Office: LVM Greeting Utility Errors In Conversion

Problem Details:

When using the LVM Greeting Utility within IP Office Manager to convert files ready for upload, it reports the following error:


Errors in conversion – please see the output.log file


This is caused by insufficient user rights when installing/running Manager.


Run As Administrator when doing the initial install of IP Office Manager for a permanent fix. Run As Administrator when opening a pre-installed version of IP Office Manager for a temporary fix.

Avaya IP Office Release 9.1 Service Pack 6 (R9.1.6)


Avaya have officially released Service Pack 6 for Release 9.1 of IP Office. R9.1.6 includes many fixes for issues such as the “Realm=LIBWWW-UNKNOWN” message that is displayed on 1600 series telephones during start up on R9.1 and fixes problems with Hunt Group membership in SCN environments. It also includes a SoftConsole fix for the voicemail transfer function “F3” which was greyed out in previous versions.

Full Technical Bulletin release notes can be found HERE.