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آوایا IP Office 500

1. Y IF olad oie LLS Coll al eal Jha aw bLs ole ool lal Lwy AF YYA VYY be San bs AF YYA AVY clas AF YYA Os ig info AVAYeRAAS ir Ll www AVAYeRASA ir cols Gg AVAYe RASA LAN Switching The IP500 and IP412 offer 2 switched Layer 3 Ethernet ports LDAP client support For standards based directory synchronization with Phone Manager IP Office Data Migration Manager DMM The Data Migration Manager DMM is a migration tool designed to facilitate quick and easy migration from other products like BCM and Norstar to IP Office The DMM tool is launched independently of the source and target applications There are three main steps in the IP Office data migration manager migration process e Extract This step includes specification of the source from which you intend to extract the configuration data file as well as other data including voicemails greetings recorded names etc e Convert This step includes converting the data in the format of the source product to the format of the destination product For example convert data that is understood by BCM to data that is understood by IP Office e Apply This step includes applying the configuration to the destination product which is always IP Office IP Office Data Migration Manager eliminates the need to re record announcements and greetings when transitioning from BCM or Norstar to IP Office DMM will extract Nortel
2. Call through Direct SIM Call based on LCR settings Conference DND Forward on off Forward on busy or no answer Direct Voicemail Redial last number Personal features max 10 editable labels Call Logs A VF olad oie GLLS Coll wl cpl flee ae QhLS Ghai Geol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Bridged Appearance IP Office Bridged Appearance allows the user to have an appearance button that matches another user s call appearance button An example of use boss secretary working so the secretary can screen the boss calls A bridged appearance button matches the activity on one of another user s call appearance button For example when the call appearance shows a ringing call the bridged appearance button will also show the ringing call and can be used to answer that call Similarly if the bridged appearance button is used to make a call the call activity is shown on the matching call appearance button The call appearance button user can join or takeover the call using their call appearance button Bridged appearance buttons allow paired manager secretary style operation between two users and are only supported for users who have call appearance buttons IP Office Busy Lamp IP Office Busy Lamps are status indicators which show the status of a programmable buttons associated feature
3. IP Office Forward On No Answer IP Office forward on no answer is optionally triggered if a call has been ringing for a user but they have not answered it within the configured answer time this includes calls that have been indicating call waiting if enabled IP Office Forward Unconditional IP Office forward unconditional sends all calls for the user to the forward unconditional number but if the call is not answered within a user s timeout period the call will be sent to IP Office voicemail if enabled IP Office Group Paging An often underused feature IP Office group paging allows POT ports to be configured for connection to external tannoy or paging systems All Avaya digital and IP phones supported on the IP Office that have loudspeakers can be used to receive broadcast audio messages without having to install a separate paging system Paging can be to individual phones or groups of phones Analog extension ports can be configured for connection to external overhead paging systems usually through an adapter such that a port can be included in a paging group to permit mixed phone and overhead paging Some Avaya digital and IP phones are able to answer a page by pressing a key while the page is going on this terminates the page and turns it into a normal call This feature is supported across the IP Office Small Community Network IP Office Dial By Name IP Office includes a Dial Name feature for maki
4. VF olad oie QLLS Coll wl cpa flee wee QhLS glad Geol AF YYAVVY be Sanla AF YYA AVY cles AF YYA Os bg 8 AOC Previous Call AOC Reset Total AOC Total Auto Attendant Break Out Busy Busy On Hold Call Intrude Call List Call Listen Call Pickup Any Call Pickup Extn Call Pickup Line Call Pickup Group Call Pickup Members Call Pickup User Call Queue Call Record Call Steal Call Waiting On Call Waiting Off Call Waiting Suspend Cancel All Forwarding Cancel Ring Back When Free Channel Monitor Ae Lun slg info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA Clear Call Clear CW Clear Hunt Group Night Service Clear Hunt Group Out Of Service Clear Quota Conference Add Conference Meet Me CW Dial Dial 3K1 Dial 56K Dial 64K Dial CW Dial Direct Dial Direct Hot Line Dial Emergency Dial Extn Dial Inclusion Dial Paging Dial Physical Extension By Number Dial Physical Number By ID Dial Speech Dial V110 Dial V120 Dial Video Disable ARS Form Disable Internal Forwards Disable Internal Forward Unconditional Disable Internal Forward Busy or No Answer Display Msg Do Not Disturb Exception Add Do Not Disturb Exception Delete Do Not Disturb On Do Not Disturb Off Enable ARS Form Enable Internal Forwards Enable Internal Forward Unconditional Enable Internal Forward Busy or No Answer Extn Login Extn Logout Flash Hook Follow Me Here Follow Me Here Cancel
5. IP Office Call Handling IP Office provides a comprehensive call handling feature set to enable a fast and efficient response to a telephone call Features such as Caller ID display and call tagging allow employees to see who is calling and who they are calling before they pick the call up Client information can even be popped up on the user s PC For those who are not tied to a desk Wireless handsets and twinning offer mobility around the office For those out of the office be it on the road or working from home comprehensive and easy to use call forwarding facilities PC Softphone and a remote access service allow them to remain in telephone contact and access centralized resources at all times Incoming calls can be efficiently handled using either Direct Dialling DDI DID or dedicated operators For out of hours calls or times when you just can t take calls IP Office provides voicemail and optional Auto Attendant services IP Office offers several features to provide versatile inbound call processing including PC based applications and a standards based TAPI interface for 3rd party applications In larger businesses or businesses with greater reliance on the telephone for internal and external communications some of the more advanced features will improve efficiency and customer service Features like Pick Up which permit users to take a call for a colleague who is temporarily away from their desk of Absence Text whic
6. IP Office dial ahead enables a user operator to try several extensions very swiftly without interrupting the call and to then inform the caller in advance as to where they are being transferred to IP Office Dial Emergency The IP Office Dial Emergency feature allows any user to dial a short code to override call barring and dial the emergency services The DialEmergency short code feature can be used to allow any number to override the Outward Restricted option On all IP Office systems short codes using the Dial Emergency feature should be created which are accessible by all users from all extensions If the system uses prefixes for external dialing additional Dial Emergency short codes should be created to allow the dialing of emergency calls with and without the dialing prefix If E911 is not enabled E911 is US only all emergency calls are routed via normal short code operation e In this case Dial Emergency short codes must be created e The lines used to route an extension s emergency calls must be correctly registered to the physical location of the extension That information is held by the central office IP Office Dial On Pickup IP Office Dial On Pickup is also known as Hotline Automatically dials a specified extension when the phone is taken off hook This facility is commonly used in unmanned reception areas or for door entry systems to allow visitors to easily gain assistance In IP Office Dial On Pickup
7. IP Office video supports a single Video call per session but a single endpoint can accept several video calls in parallel That makes it possible to leverage MCU Multi conference Unit functionality in an endpoint like inside the Avaya 1040 system It makes Video conferences between a device with MCU and several other endpoints possible Typical bandwidth requirements for HD video Video bandwidth needed per call transmit and receive Audio bandwidth not included for e g the Avaya 1010 1040 Video Conferencing systems e 1010 1 Mbps for 720p 30fps e 1040 qv VF olad oie QLLS Coll wl cpa flee wee GhLS ole ool sl T AF YYAVVY be Sanlo AF YYA AVY cles AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA e 768 Kbps for 720p 30fps e 1 1 Mbps for 720p 60fps e 1 7 Mbps for 1080p 30fps IP Office Video Softphone With Release 6 IP Office introduced a new IP Office video softphone application as part of the Teleworker and Power User editions With Release 7 a number of new features were added to IP Office video softphone e Busy Lamp Field allowing to see telephone status of colleagues including pickup of alerting calls e HD Video support delivering high quality Video conferences between Softphone users as well as with other supported Video endpoints IP Office Video Softphone is a telephony client that supports standard telephony features on a PC running supported Micr
8. The SIP trunk documentation covering the import of SIP trunk templates has been enhanced in R8 With the market growth of SIP trunk deployments in the SME segment importing and using SIP trunk templates to reduce installation time and errors associated with programming will become increasingly valuable to installers working with R8 IP Office Apple amp Android Smartphone Clients A VF olad the QLLS Coll wl cpa flee wee QhLS glad Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA With IP Office 8 one X Mobile Preferred for IP Office delivers one X Portal for IP Office features on Android and Apple iOS based phones These features are enabled through purchase of the Mobile Worker or Power User licenses and do require purchase of Preferred Edition IP Office software will enforce the need for a Preferred Edition license to be present on the system for the Mobile Worker and Power User licenses to operate The smartphone client applications one X Mobile Preferred for IP Office for Android and iPhone can be obtained from their respective app stores The client applications are free of charge but do require that the IP Office on which they operate have Preferred Edition and the required number of Mobile Worker or Power User licenses One X Mobile Preferred for IP Office provides rich unified communications capabilitie
9. This requires both the signaling and voice transmission to be translated IP Office does this easily as it contains technology elements called gateways and gatekeepers that enable translations to happen With a conventional telephone system you plug your analog or digital TDM telephone into an extension socket connected to your PBX or Key System With IP Telephony you connect your digital IP telephone to your IP PBX via the LAN There are two basic types of IP telephones e A physical telephone which looks very similar to a standard telephone IP Hard Phone e A software application IP Office Video Softphone which runs on the user s PC allowing them to use either a headset microphone to make receive calls anywhere they have IP connection IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of IP routing and IP VPN services When making use of IP telephony there are a number of data centric considerations such as which data types have priority on the IP network when there is contention This is set with IP TCP quality of service and should not be ignored In situations where LAN Bandwidth is limited a quality of service capable LAN switch should be used to ensure voice packets are transmitted with the required priority on the network If not the conversation carried over IP appears as broken up due to delays or has unacceptable delays introduced in the conversation latency
10. a user short code is used to perform a short code action immediately the user extension goes off hook This is supported with Dial type short code features except Dial Direct Hotline Typically uses we have found include door lift and lobby phones to immediately connect to an operator or reception IP Office Dialer The AVAYeRASA IP Office Dialer is a standalone application on your computer which allows you to dial any telephone number inside any application merely by pressing F11 The AVAYeRASA IP Office dialer is an application much like the dialer used in professional call centres which can give productivity gains of as much as 50 Great for telemarketing campaigns and customer service agents In contrast to other CTI computer telephony integration software which comes as part of a large expensive package the AVAYeRASA Screenpop and AVAYeRASA Dialer are standalone products CTI is used in professional call centres and typically comes at a 20 000 minimum price cost The AVAYeRASA Dialer is the first SMB priced CTI package priced at only 995 for 10 users 1 day s installation time The AVAYeRASA Dialer is compatible with any CRM product even custom built databases You do not even have to be using a packaged database product this will work with a simple Microsoft Access YA VF olad the GLLS Coll wl cpl flee wee bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info
11. e Configuration Changed For configuration changes the log will report at a high level on all configuration categories users hunt group that have been changed Configuration Erased Configuration merged Reboot user instigated reboot Upgrade Cold Start Warm Start Write at HH MM This is when the administrator saved the configuration via the schedule option Write with Immediate Reboot Write with Reboot When Free IP Office Manager is also used for maintenance functions such as Upgrade to the IP Office system software Systems running 2 1 or later have the added benefit of being able to send software over an IP network link to a system and have it validated before committing to the upgrade e IP Office Manager Release is backwards compatible with systems from release 2 1 onwards to allow a single management application e Importing and Exporting IP Office configuration information in ACSII CSV files Manager will create files for the following data e Configuration csv which is a complete list of items as per IP Office Manager and earlier Directory csv containing fields name number HuntGroup csv containing fields hunt group name hunt group extension group hunt rotary idle queuing voicemail broadcast messages email address License csv is import only containing fields licence option licence key ShortCode csv containing fields short code telephone number feature name User csv containing fields name e
12. Availability end Qi 2012 Price not yet decided Removes need to buy a seperate box Greener C110 UC Module consumes less power than external server Up to 5 lower TCO over 5 years than server based installations Additional benefits include flexibility with application deployment such as Preferred Edition Preferred Edition and the ability to expand ports user licenses for user productivity packages In IP Office R8 0 the C110 UC Module will come preloaded with all Preferred Edition server software images including Preferred Edition one X portal software image and IM Mobility same as the Linux Applications DVD The C110 UC Module will include an implicit Preferred Edition license so all server software will be available depending on the User package purchased e g Power User Teleworker etc The Preferred Edition license will come bundled with the module Note The C110 UC Module was not GA on November 30 2011 but Avaya is committed to delivering the new module compatible with the 8 0 release in early 2012 The C110 UC Module integrates with existing IP500v2 System Server chassis One module per chassis Single IP address for System and module SW loaded on C110 UC Module on SD card or via Ethernet from support avaya com User Packages and Mobility will require user package licenses Number of User Packages supported will be verified prior to commercial availability e Preferred Edition will be offered with the modul
13. Call Pilot configuration and translate it into IP Office settings while moving greetings announcements and voicemail messages off BCM Norstar to IP Office This will reduce the installation times significantly IP Office DHCP Server IP Office can manage your IP Network for you through its integral DHCP Server IP Office can be configured to hold a pool of IP addresses for users on the Local Area Network When a user powers up their PC the system will allocate them an IP address for the duration of their session The DHCP server also provides the user s PC with the address of the Domain Name Service DNS server and the Windows Name Service WINS server Alternatively for customers who have a separate DHCP Server IP Office can be configured to obtain its address from that DHCP server or be set with its own static IP address Both IP500 and IP500 V2 have two independent DHCP servers one dedicated to each of the Layer 3 switched LANs IP Office Dial Ahead Yy VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl ren cule Gy AVAYe RASA The IP Office dial ahead facility enables a user when connected to a call to establish the status of another extension without having to place the original caller on hold The user can see whether the extension is free busy unobtainable or on divert the divert destination is also shown
14. Compression Modules The IP Office Voice Compression Module supports 5 10 20 or 30 simultaneous voice over IP sessions These can be used for either providing networking between sites over a wide area network or supporting IP Telephones and Soft phones An IP extension only uses the compression module whilst on a call to a non IP extension line Hence it is possible to support more extensions than the capacity of the VCM V7 VF olad pide GLLS Coll wl cpl flee wee QhLS Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY cles AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA IP Office Video Phones IP Office since release 6 1 supports both Video and Audio communication for SIP devices It is therefore possible to connect a Video endpoint to IP Office for rich multimedia communication Video is supported e In an IP Office system locally e Ina IP Office small Community network e Toa Video ready SIP trunk e g to Avaya Aura A few typical video scenarios e End to end Video call in an IP Office system E g a call from a Video Softphone to an Avaya 1010 system in a senior manager s office e Video in a Small Community Network Calls e g between two Avaya 1010 telephones in the headquarter and a remote Office on the SCN e Video Conference leveraging the Avaya 1040 Video Conferencing system One user can use the 1040 while three other users are e g
15. Follow Me To Forward Hunt Group Calls On Forward Hunt Group Calls Off Forward Number Forward On Busy Number Forward On Busy On Forward On Busy Off Forward On No Answer On Forward On No Answer Off Forward Unconditional On Forward Unconditional Off Group Listen Off Group Listen On A VF olad pide QLLS Coll wl cpl flee ae QhLS Ghai Gwe sl T AF YYAVVY be Sanla AF YYA AVY cles AF YYA Os bg 8 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA Headset Toggle Hold Call Hold CW Hold Music Hunt Group Disable Hunt Group Enable Last Number Redial MCID Activate Mobile Twinned Call Pickup Off Hook Station Park Call Private Call Private Call Off Private Call On Priority Call Record Message Relay On Relay Off Relay Pulse Resume Call Retrieve Call Ring Back When Free Secondary Dial Tone Set Absent Text Set Account Code Set Authorization Code Set Hunt Group Night Service Set Hunt Group Out Of Service Set Inside Call Seq Set No Answer Time Set Mobile Twinning Number Set Mobile Twinning On Set Mobile Twinning Off Set Outside Call Seq Set Ringback Seq Set Wrap Up Time Shut Down Embedded Voicemail Startup Embedded Voicemail Suspend Call Suspend CW Toggle Calls Unpark Call Voicemail Collect Voicemail Node Voicemail On Voicemail Off Voicemail Ringback On Voicemail Ringback Off IP Office Silent Intrusion VF olad the QLLS Coll wl
16. In practical terms the one number approach adopted and promoted within Avaya IP Office means that companies don t become dependant on the mobile numbers of their employees For example if a salesman leaves his her position the company will not lose business contacts because the call still goes to the company phone number rather than the employee s mobile number A typical use for IP Office Mobile Twinning would be for a salesperson who has a desk extension but is often out of the office They can give out one phone number to clients but it will ring their mobile cell phone as well as the desk extension External mobile devices can be set as twinning targets even if the primary telephone is logged out e g in the case of a virtual extension IP Office Mobile Call Back To avoid any call charges when using a mobile phone the IP Office Mobile Call Back feature has been implemented When calling a particular number at the IP Office IP Office will reject the call and will call back the mobile number if this number has been identified as an eligible one After accepting this call the mobile user gets a dial tone and can establish another call Depending on the service provider s tariff there are no call charges except possible roaming charges on the mobile invoice IP Office Mobile Call Back is very useful for employees using their personal mobile phone for business only from time to time their personal mobile phone number stays co
17. Office DDI DID call to a sales group could be handled differently depending on which part of the country the call is originating from Each IP Office incoming call route also supports a secondary destination night service that can provide alternative routing for an incoming call based on time of day and day of week criteria IP Office calls that cannot be routed to the configured destination are re routed to a user defined Fall Back destination This can be particularly useful where calls are normally answered by an auto attendant and a network fault occurs Where multiple IP Office call routes are set up to the same destination a priority level can be associated with the call This priority level is used to determine a calls queue position in place of simple arrival time Note IP Office calls that are ringing a free extension are not considered queuing and are not effected by a high priority call joining a queue IP Office Inclusion IP Office Inclusion enables selected users to intrude on calls that are already in progress The intruding party intrudes on the existing call and all parties hear a tone The speech path is enabled between the intruding party and the called user the other party is forced onto hold and will not hear the conversation On completion of the intrusion the called party speech path is reconnected to the original connected party The feature is enabled or disabled on a per user basis through IP Office Manager I
18. Ring back when free can also be activated from Phone Manager You can also set a ring back when free or a callback when next used using a short code y VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be Sanla AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA without attempting a call In use it allows IP Office users to carry on with other work and let the system initiate a call for you when the extension becomes available When calling an extension that is busy set the system to call you when the extension becomes free When calling an extension that just rings set the system to call you when the extension is next used This feature is also called Ringback When Next Used Note that a user can only have one automatic callback set at any one time IP Office Ring Tones In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone s ring On many Avaya digital phones the ringer sound can be personalized Changing the ringer sound does not alter the ring sequence used for distinctive ringing This feature is local to the telephone and not supported on all types of telephones IP Office Salesforce Integration IP Office R8 0 enables integration with Salesforce com for business users This integration enables Salesforce com customers that are using IP office for their telephony applications to co
19. Routing Call Whisper Queue manager Call Divert Automated booking services Store locator ie divert callers to their nearest branch Data capture ie customers placing orders and brochure requests VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA Embedded Voicemail Auto Attendant An Auto attendant is also included inside embedded voicemail e Voicemail breakout personal auto attendant Up to 3 breakout numbers can be set up When callers are directed to your mailbox they can either leave a message or choose to be transferred to one of three numbers e g Operator mobile cell phone colleague etc e Configurable system wide short code for voicemail access e g 17 e 40 configurable Auto Attendants with 3 time profile base greetings per Auto Attendant e Up to 12 menu items per Auto Attendant with automatic time out to fallback number Avaya 3500 A cost effective feature rich solution the Avaya Ethernet Routing Switch ERS 3500 series is a family of standalone or stackable 10 100BASE TX and 10 100 1000BASE T Ethernet switching products perfectly suited to small remote branch offices of enterprises Ideal for enterprises moving to a converged network now or in the future the Ethernet Routing Switch 3500 offers the resiliency performance and simplified operational
20. Service Group This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a handset feature code Night service fallback using a time profile is no longer applied to a hunt group already set to Out of Service The Out of Service mode is controlled manually from a handset While in this mode calls are presented to the Out of Service group IP Office Voicemail can also be used in conjunction with hunt groups to take all group related messages play an announcement when the hunt group is in Night Service or Out of Service mode and give announcements while a call is held in a queue For internal voicemail use a broadcast option is provided This feature will alter the voicemail box operation so that the message notification will only be turned off for each hunt group member when they retrieve their own copy of the message IP Office Hunt Group Enable Disable IP Office Hunt Group Enable Disable is the ability for a user to enable or suspend their membership of hunt groups An IP Office user may need to temporarily join or leave individual hunt groups for example to cover a peak of calls without changing the system programming An IP Office team supervisor or administrator may not usually take calls for a team but at times of high traffic they may join the group to take calls and when the peak is over leave the group to resume their regular tasks To use this IP Office
21. The changes made are stored by the one X Portal for IP Office in your user settings so the saved version is always available when the user logs in again Users can also set up to 8 profiles which control where your calls are directed and how they are treated One X Portal Screenpop Call Assistant is an optional desktop application that enables One X Portal Screenpop These include a screen pop when receiving a call The screen will show the name if in the personal or system directory and number of the caller and the user can answer or drop the call by clicking on the relevant button Outlook Contact Pop It will also give the option to automatically pop up the Outlook 2003 2007 Contacts entry for the caller or the called and Hot Key Call Assistant makes a call by dialling a number selected in a Windows application To use select or highlight the number in the Windows application and then press your one X Call Assistant s hot key combination One X Portal Presence and IM Avaya one X Portal for IP Office in R8 0 introduces a Presence and Instant Messaging Service This service facilitates communications both internal and external to the organization It shows presence for any of the people added in Directory gadget in the one X Portal Presence status of a user in the Directory gadget reflects phone activity on hook off hook user preferences DND Away calendar mining in an appointment out of office set and pres
22. VoiceMail Pro e Security e To prevent unauthorized access to the conference bridge PIN codes Caller ID number screening as well as time and date profiles can be set up using IP Office VoiceMail Pro e Privacy e In cases where the security of calls is critical in house conferencing is the only way to ensure privacy e Remote Management e Allows a single person to manage the conferencing bridge facility from any location Furthermore the full IP Office solution phone system voicemail CTI server router firewall and DHCP server can all be managed from a single management interface called IP Office Manager IP Office Compact Contact Centre Avaya Compact Contact Centre CCC is old software which preceded Customer Call Reporter CCR and is no longer sold 2011 The Compact Contact Centre management toolset includes real time information view management by exception and historical reports for any aspect of your contact centre Avaya Compact Contact Centre archives all call centre interactions both telephony and multimedia to a central database and the program then allows up to 20 separate report viewers YA VF olad oie QLLS Coll wl cpl flee wee QhLS Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA within the contact centre with automated scheduled delivery of all historical reports to anyone via email or network printers T
23. YYA AA clas AF YYA Oe g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Call Appearance IP Office Call appearances allow a single user to make answer and switch between multiple calls by pressing the appropriate call appearance button for each call During busy times you may find that you have more than one call coming into you With call appearance you re able to see all the numbers calling you and select the one who you feel is the most important Ie your best client IP Office call appearance uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call Separate buttons are used to represent each simultaneous call that the user can make or answer Where possible the status of the calls ringing connected or held is indicated by the button indicator On Avaya IP Office digital and IP telephones that have programmable buttons those buttons can be set as call appearance buttons through the IP Office Manager The number of call appearance buttons set for a user determines the number of simultaneous calls they can make and answer It is only when all call appearances are in use that subsequent callers receive either busy tone voicemail or follow a forward on busy action When call appearance buttons are used a minimum of three call appearance buttons is recommended where possible although some phones are restricted to two call appearance buttons by the number or
24. YYA AVY clas AF YYA Os odg info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA all the time as required by Voicemail Pro Embedded Voicemail also eliminates the risk of someone accidentally switching off the PC thereby taking away the voicemail service The maximum number of messages stored is only restricted by embedded voicemail cards storage capacity currently around 25 hours IP Office Embedded Voicemail Features Key features of IP Office embedded voicemail include e Up to 6 ports of voicemail on IP500 V2 e IP500V2 The first 2 ports are included in the basic system Up to four additional ports can be added by purchasing two 2 port add on license keys e IP500 Maximum 4 ports of voicemail e With an increasing number of ports the message storage capacity is increased simultaneously e 2 ports Up to 15 hours e 4 ports Up to 20 hours e 6 ports Up to 25 hours Configurable recording time Default value 2 minutes maximum value 3 minutes Multiple languages stored on the system Help menus via 4 Greetings and mailbox navigation Send an email containing either notification or the complete voicemail message Voicemail breakout personal auto attendant Up to 3 breakout numbers can be set up When callers are directed to your mailbox they can either leave a message or choose to be transferred to one of three numbers e g Operator mobile cell phone colleague etc Configurable system wide
25. a T1 or SIP trunk fails or use PSTN for SCN fallback Y VF olad oie LLS Coll al eal Jha aw bLs ole ool l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA By configuring ARS calls may be routed via the optimum carrier Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day Multiple carriers are supported For example local calls are to go through one carrier between specific hours and international calls through an alternative carrier Carrier selection using 2 stage call set up via in band DTMF is possible It is possible to assign specific routes on a per user basis e g only allow expensive routes to be used by critical staff Note Existing LCR configurations are automatically converted to ARS when upgrading to 4 0 IP Office Appearance Buttons IP Office Appearance Buttons allow users to use the programmable buttons available on Avaya digital and IP telephones to represent individual calls leading to the ability to answer originate and join calls by pressing the appropriate appearance buttons The benefits include the indication of calls connected and calls waiting and handling of multiple calls from a single phone Many Avaya digital and IP telephones supported by IP Office have programmable buttons These buttons can be assigned to appearance functions
26. accesses with their web browser The Avaya One X Portal for IP Office is an application that provides users control of their telephone from a networked PC Avaya One X Portal for IP Office can be used with any IP Office extension analog digital or any IP telephones wired or wireless and is available as part of the IP Office Office Worker Power User or Teleworker editions Avaya One X Portal for IP Office is a server based application that the user accesses via web browser Via separate gadgets Avaya One X Portal Fa VF olad oie LLS Coll al eal Jha aw QhLS ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA for IP Office provides easy access to telephony features call information call and conference control instant messaging directory and VoiceMail Pro mailbox One X Portal has a number of gadgets that can be dropped into the screen in the manner of windows panes each of which adds different functionality One X Portal Calls Gadget Caller ID is presented as standard where provided allowing users to see who s calling before answering The caller s phone number and name if known to IP Office are clearly shown in the call status area The same information is also displayed should a second incoming call be presented allowing users to easily switch between calls Telephony buttons i
27. and call waiting announcements to callers A range of additional features can be enabled by further licenses IP Office Preferred Edition amp Messaging Ports The IP Office Preferred Edition license includes support for 4 messaging ports The total number of messaging ports supported can be increased by adding other licenses at the time of purchase or later up to the maximum supported by the particular IP Office control unit IP500 IP500 V2 40 IP Office Preferred Edition amp Messaging The Advanced Edition license provides Customer Call Reporter ContactStore Call Recording Library Interactive Voice Response IVR Visual Basic scripting and generic Text To Speech TTS The following licenses enable specific Messaging features beyond those already provided with Advanced Edition These additional licenses all require the Preferred Edition Voicemail Pro license as a pre requisite IP Office Preferred Edition amp UMS Web Services These are also enabled by the Teleworker and Power User licenses UMS Unified Messaging Server allows users to access the messages in their Voicemail Pro mailbox via either a web browser requires IIS on the Voicemail Pro server using a IMAP compatible email application or using Microsoft Exchange Server 2007 message store IP Office Preferred Edition amp UMS Web Services This is also included in the Advanced Edition license As standard IP Offi
28. and jitter IP Office Protocol Support IP Office supports the following protocols and standards ay VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA e H 323 V2 1998 Packet based multimedia communications systems e Q 931 ISDN user network interface layer 3 specification for basic call control H 225 0 1998 Call signaling protocols and media stream packetization for packet based multimedia communication systems H 245 1998 Control protocol for multimedia communication Session Initiation Protocol Audio CODECs G 711 A law U law 64k G 723 1 MP MLQ 6 3K G 729 Annex A Annex B Annex AB CS ACELP Silence Suppression Fax Relay IP Office to IP Office Fax Transport over IP T 38 Fax support SIP trunks and SIP endpoints Local End Echo Cancellation 25ms Out of band DTMF Jitter buffer 5 frames of jitter buffer Internet Standards Specification in addition to TCP UDP IP RFC 1889 RTP RTCP Real Time and Real Time Control Protocol RFC 2507 2508 2509 Header Compression RFC 2474 DiffServ Type of Service field configurable RFC 1990 PPP Fragmentation RFC 1490 Encapsulation for Frame Relay RFC 2686 Multiclass Extensions to Multilink PPP RFC 3261 Session Initiation Protocol SIP RFC 3489 STUN IP Office Visual Voi
29. call records will get grouped in 15 minute increments For example xx 00 to 14 00 xx 00 to 29 xx 30 to xx 44 and xx 45 to xx 59 for the 15 minutes grouping Similarly if 30 minutes grouping is selected then call records will get in 30 minute increments Agent Performance Factor APF in the Agent Time Card Report The Agent Productivity Factor statistic will be included in the Agent Time Card report under the Performance section along with the Average Answer Time If selected the report includes the Average Answer Time statistics and the Agent Productivity Factor for each agent The system will use the straight average method to calculate the average answer time An agent s productivity and efficiency will be measured by the parameters laid down for lost calls answered calls minimum talk time and maximum talk Statistics enhancements IP Office R8 0 provides the following System Statistic enhancements ry VF olad oie GLLS Coll wl cpl Joe ae bLs Ghai Gwe l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA e System Talk Internal Statistic The system talk internal time is the sum of all of the Advanced Edition agents internal call talk times e System Talk Outbound Statistic The system talk outbound time is the sum of all of the Advanced Edition agents outbound call talk times e System Talk Inbound Statistic The system talk inbound
30. calls only default or on external and internal calls e Hunt Group Recording e The calls to a particular hunt group can be automatically recorded By default the recordings are placed in the hunt group s mailbox but there is the ability to select a target mailbox made for or on behalf of a subscriber The configuration could be set whether on external calls only default or on external and internal calls e Account Code Recording e An account code can be applied to a call by the user before it is made This can be used to trigger recording of outgoing calls e Caller ID Recording e Account codes can be assigned to a call by Caller ID matching This allows recording to be based on a Caller ID match e Time Profiles e For each user hunt group and or account code an IP Office time profile can be used to determine when auto recording is used e Incoming Call Routes e Incoming Call Routes can trigger automatic call recording Using IP Office VoiceMail Pro call recording it is perfectly possible for several recordings to be made of the same call For example if both automatic hunt group recording and automatic user recording are applicable to the same call separate recordings are produced for both the hunt group and the user Recording only continues while the party triggering the recording is part of the call for example e Recording triggered by a user stops when that call is transferred to another user e Recording trigger
31. configuration tab then desktop integration and downloads the installable plug in from there Advatel Outlook Plugin 7O VF olad oie QLLS Coll wl cpl flee wee QhLS Ghai Gwe sl i AF YYAVVY be Sauls AF YYA AAA clas AF YYA OS ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA This plug in for Outlook does not require Office Worker Teleworker or Power User licenses on the IP Office system and functions much the same way IP Office Paging System All Avaya digital and IP phones supported on the IP Office that have loudspeakers can be used to receive broadcast audio messages without having to install a separate paging system Paging can be to individual phones or groups of phones Analog extension ports can be configured for connection to external overhead paging systems usually through an adapter such that a port can be included in a paging group to permit mixed phone and overhead paging Some Avaya digital and IP phones are even able to answer a page by pressing a key while the page is going on this terminates the page and turns it into a normal call IP Office Login A contact centre agent function login is required before the agent is able to make or receive calls from their phone A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged out ensuring that an extension is not left logged in and calls
32. core and no other components are needed SIP extensions function like any other IP Office extension This means they e Can make and receive calls to any other extension independent of type of extension e Delivers end to end Media just like any other IP telephone on IP Office For calls between two SIP extensions of a SIP extension and an Avaya IP telephone the audio is transmitted end to end for basic telephone calls Conferences etc However require a VCM resource Can use short codes and authorization codes like any other telephones Transmit In band call progress tones are delivered from IP Office e A SIP telephones needs to register with IP Office like any other IP telephone Authentication with Username and password is possible SIP extensions support auto create in IP Office to make installation fast and efficient Successful registration of an endpoint will consume one third party license e On one IP address several extensions can register with IP Office each consuming a license This enables the connection of SIP terminal adapters with more than one analogue port giving a different extension number to each of the ports e SIP endpoints support a number of extended features according to the SIP service samples draft also referred to as Sipping 19 e Fora full demo of SIP functionality in IP Office please contact AVAYeRASA Voice amp Data directly Ad VF olad pth GLLS Coll wl cpa Joe ae QhLS ole oo
33. cpl flee ae QhLS glad Gwe AF YYA YYY la Soules AF YYA JAA clas AF YYA Os og info AVAYeRAAS ir Ll www AVAYeRASA ir cols Gg AY Lun slgl AVAYeRASA IP Office Silent Intrusion is available with Essential Edition and enables users on a call to intrude and listen depending on the configuration of the end users i e whether Coaching Intrusion or Whisper Page is used Coaching intrusion and Whisper page cannot be done on an idle user It may be done for internal calls or with external calls The Coaching or Whisper Page Silent Intrusion feature allows an authorised user to intrude in any internal and external call Coaching intrusion is primarily a call centre feature supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation The caller may still talk to the agent but will not hear what the supervisor is saying The agent will be able to hear both the caller and the supervisor This is useful when the agent needs support training or when the supervisor needs to intrude to give instructions to an agent Silent Intrusion or Whisper Page can be effective in a scenario where a secretary intrudes into a call of his her boss to whisper that a very important customer is waiting The boss hears his her secretary while talking to the caller but the caller will not be able to hear the secretary This feature can be set through the IP Office mana
34. fitted to the IP Office system In particular the IP Office Preferred Edition license enables e Advanced messaging e Multi Level automated attendant e Secure Meet Me conferencing e Call recording e Conditional call routing e Text To Speech Tts for e mail reading for users with appropriate user profiles e Queue announcements Vv VF olad pth QLLS Coll wl cpa flee wee QhLS Ghai Gwe l lol AF YYA VYY le Supls AF YYA AVY okas AF YYA Os sig 5 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA IP Office Preferred Edition license enables VoiceMail Pro and provides the initial 4 ports IP Office Preferred Edition Messaging VoiceMail Pro is a messaging server application that runs on a Windows server PC It is enabled through the Preferred Edition license see above Messaging services to multiple IP Offices can be supported when they are connected in an IP Office Small Community Network SCN In this centralized voicemail scenario only the central IP Office requires the Preferred Edition license The other IP Offices within the network do not require a Preferred Edition license However from Release 6 onwards due to load balancing capacity increase and resilience reasons it is possible to have more than one Preferred Edition License in the SCN By default Preferred Edition provides standard voicemail mailbox functions to all IP Office users and hunt groups plus support for call recording
35. for enterprises moving to a converged network now or in the future the Avaya 3510 offers the resiliency performance and simplified operational features you need while helping keep on going total cost of ownership low Avaya 3510 Specifications The Avaya 3510 Ethernet Routing Switch ERS comes in two variants and offers the following Avaya 3510GT 8 x 10 100 1000 ports 2 x SFP ports Standalone Fanless owe Avaya 3510GT PWR 8 x 10 100 1000 IEEE 802 3af at PoE ports 2 SFP ports standalone Fanless low power mode 60W PoE budget Fan operation in high power mode 170W PoE Budget IP Office Basic Edition IP Office Basic Edition was introduced as part of IP Office R8 and represents the most basic level of telephony without IP or applications IP Office Basic Edition runs on what was formerly known as quick mode and can cater for up to 100 users on analog or digital IP Office Basic Edition enables PGi e IP Office Web Manager e 2 Port Voicemail IP Office Basic Edition is targeted at sub 20 customers and upgrading to IP Office Essential Edition from Basic Edition now requires a new license IP Office Basic Edition is IP Office Essential Edition without Mobile Twinning although Call Forward to the mobile device continues to be supported in Basic Edition but with a new deployment tool Avaya IP Office Web Manager web browser system management e Ser
36. geared at small business In other words rather than beibng geared towards 250 initially and the cost that this means the number is smaller ergo lower base costs but the ability is there to ramp up FA VF olad oie LLS Coll al eal Jha aw bLs ole ool Slol AF YYA VYY la Sauls AF YYA AAA olas AF YYA Oe i g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA incrementally This is one of the ways that we keep the purchase cost down for smaller bundles that we offer IP Office ISDN2e Card An IP Office ISDN2e card is optional extra IP Office hardware that enables your IP Office telephone system to connect through ISDN2e The IP Office ISDN2e Card BRI Trunk Card Euro ISDN is added to an IP Office 500 Digital Station card Analog Phone card or VCM card It allows that card to then also support up 4 BRI trunk connections each trunk providing 2B D digital channels The card is available in 2 port 4 channels and 4 port 8 channels variants From IP Office release 4 2 onwards the ports on IP500 BRI cards can be individually configured to operate as an S interface SO mode When set as an S interface the settings for the Line will be exactly the same as for a circuit on an So8 Expansion Module These trunks support the mobility features of Mobile Call Control and one X Mobile client support introduced in Release 4 2 IP Office IVR IP Office IVR can be used to control almost any function where the communica
37. go unanswered IP Office Phones The addition of IP Office phones to the base IP Office phone system is crucial to experience the full range of functionality of the system These phones are custom created to make the most of the inbuilt functionality and are the perfect business tool to help an employee make the most of their phone system Each of the phone ranges has a different purpose within the IP Office family from the premium quality 9600 series to the budget conscious 1400 series and from the DECT wireless units of the 3700 series to the dedicated conference phones However common to all ranges is their low power usage solid construction customisable soft buttons not all models ie not the hotel phone and exceptionally clear sound quality IP Office Phones 1400 Series Designed to serve the needs of a wide range of business users the IP Office 1400 series digital deskphones offer a contemporary design with advanced audio technology and productivity enhancing features Combining the features of traditional telephones and the latest in telephone user experience IP Office 1400 Series digital telephones provide critical capabilities not often found in competitively priced models The IP Office 1400 series combines the best of past and present Fixed keys familiar to any phone user provide easy access to the most common features while flexible softkeys provide contextual guidance and prompts for e
38. hear the secretary This feature can be set through the IP Office manager for each IP Office user Only authorized users can use the coach whisper feature Default setting is off Real Time Monitoring amp Historical Report Enhancements IP office R8 0 delivers the following real time monitoring and historical reporting enhancements 15 30 minutes reporting Agent Performance Factor APF in the Agent Time Card Report SYSTEM Statistics enhancements Real Time Presented Calls sum of Calls Answered Calls Lost Monitor and Wallboard Supervisor Report Template Copy 21 2 1 15 30 minutes reporting In addition to the Hour Day and Week grouped reports R8 0 is providing the option to group reports in 15 and 30 minutes increments for the Call Summary Report the Call Detail Report and the Advanced Edition Voicemail Report Following the same logic as the hour grouping if grouped by 15 minutes the call records will get grouped in 15 minute increments For example xx 00 to 14 00 xx 00 to 29 xx 30 to xx 44 and xx 45 to xx 59 for the 15 minutes grouping Similarly if 30 minutes grouping is selected then call records will get in 30 minute increments Agent Performance Factor APF in the Agent Time Card Report The Agent Productivity Factor statistic will be included in the Agent Time Card report under the Performance section along with the Average Answer Time If selected the report includes the Averag
39. info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA This is useful for accountants and other businesses that require client based billing and allows you to pull off itemised lists of the time spent dealing with a client or client related issues IP Office stores a list of valid account code numbers When making a call or during the call the user can enter the account code they want associated with that call IP Office will check the account code against its list of valid codes and request the user to re enter the code if it is not valid For incoming calls the Caller ID can be used to match it with an account code from the IP Office s list of valid codes and report the account code with the call for billing Individual users can be set to Forced Account Code operation where they are required to enter a valid account code before making external calls By using IP Office Short Codes it is possible to identify certain numbers or call types as requiring a valid account code before permitting the call to proceed for example long distance or international numbers Analog phone users can only enter account codes before making a call or in response to an audible system prompt to enter a code when making the call Account codes can also be entered through the one X Portal for IP Office and Phone Manager A system wide setting determines whether Phone Manager will display a list of account codes from which the user can select the code required
40. it on from your mobile cell phone on your drive in to work IP Office VoiceMail Pro Call Flows At the heart of IP Office VoiceMail Pro is the ability to construct call flows from a series of different building blocks These building blocks allow automation over tasks like answer a call listen for tone dialed digits make a call etc IP Office VoiceMail Pro call flows allow far more than just guiding a user to the group or extension they require Call flows allow IP Office VoiceMail Pro to dial back users as soon as a voicemail message is left for them it provides remote access to phone forwarding settings should a user wish to change their Forwarding or Follow Me number from an external telephone IP Office VoiceMail Pro provides message handling for individuals or groups audio information to callers so assisting the operator during periods of heavy call activity and links to business applications through services such as Text to Speech IP Office VoiceMail Pro also provides a full telephony applications environment where call flows can be set up and interact in real time with business workflow callers can interact via menus and data entry and VoiceMail Pro applications can speak back results For example users can listen to their email messages through the telephone a VF olad pide GLLS Coll wl cpl Joe wee bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAY
41. multipurpose data network Packet Switched Telephony Unlike circuit switched connections which always require use of dedicated bi directional circuit for the duration of a call VoIP technology has enabled telephony and other new and novel features and services to run over fixed and wireless networks including private local area networks These newer network types use packet switched protocols Packet switched VoIP puts voice signals into packets Along with the voice signals VoIP packets include both the sender s and receiver s network addresses VoIP packets can traverse any VoIP compatible network Along the way they can choose alternate shared paths because the destination address is included in the packet The routing of the packets is not dependent on any particular network route which means the network provides can provide a reliable service at a fraction of the cost of circuit switched providers e VF olai oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA What Advantage Does IP Office Have IP Office can provide support of PSTN SIP POTs digital time division multiplexed telephones AND digital IP telephones all on the same system This means you don t have to abandon the past to embrace the future IP Office allows all the technologies to co exist IP Office connects to the PST
42. out via a thin client through a secure password protected web browser session A VF olad pide GLLS Coll wl cpl Joe wee bLs Ghai Gwe lal Lowy AF YYA VYY le Sauls AF YYA AA clas AF YYA Oe g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office CCR Customer Call Reporter details IP Office CCR provides a good set of basic monitoring tools e Browser Based Drag amp Drop application e Wide array of reports and statistics e Agent States Agent ACW Agents Available Agents Logged On Agents Present Agents Ringing Answered Calls Answered External non queue Answered Internal non queue and queue Average Answer Average Answer Time Average Wait Time Busy Not Available Calls Waiting Current Wait Time Grade of Service Longest Wait Time Lost Calls New Messages No Answer Outbound Calls external Overflowed Answered Overflowed Calls Overflowed Calls Waiting Overflowed Lost Queue State Queue State Time Routed to Other Routed to Voicemail e Transferred e Supervisor Alarm setting and Notification by agent and group e Change in color indicates state of Alarm White for Normal state Yellow for Caution Red for Alarm Blue for Alarm Acknowledge e Historical Call Reporting using templates Agent Summary Report Call Details Report Call Summary Report Trace Reports Alarm Reports Voicemail Reports e Customize over 100 reports using co
43. phones have in built message waiting lamps one X Portal for IP Office and Phone Manager also provide message waiting indication on screen For analog phones from IP Office 3 1 a variety of analog message waiting indication MWI methods are provided Those methods are 51V Stepped 81V 101V and Line Reversal The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog phones Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400 Phone 8 16 and 30 expansion modules not on the IP406 V2 control unit IP Office Messaging IP Office offers several messaging applications designed to meet the needs of any size business IP Office VoiceMail Lite Embedded Voicemail and VoiceMail Pro offer automated attendant voicemail unified messaging e mail reading fax routing Integrated Voice Response IVR text to speech TTS centralized voicemail and networked messaging IP Office Voicemail provides a telephone answering machine with a personalized greeting on every employee s desk and allows callers to leave spoken messages when the user cannot answer a telephone call Voicemail messages are retrieved either locally or remotely via any telephone users are prompted for a PIN if they are using any telephone other than their allocated extension or a trusted location e g mobile telephone For users who prefer to have email as t
44. short code for voicemail access e g 17 40 configurable Auto Attendants with 3 time profile base greetings per Auto Attendant Up to 12 menu items per Auto Attendant with automatic time out to fallback number Auto attendant supports Dial by Name and direct Dial by Number dial extension number without dialing access digit first e Access and control of voicemail via the digital or IP telephone display Visual Voice This feature is supported on the 1408 1416 1608 1616 2410 2420 4610 4620 4621 4625 5410 5420 5610 5620 5621 and 9600 series telephones Reply to a message to either an internal or external number if Caller ID available Support for hunt group announcements Fax option for rerouting fax calls via the auto attendant menu Support for Fast Forward Rewind Skip Message 9 and Call Sender when listening to messages e No license required IP Office Emergency 999 Upon connection to the emergency 999 services IP500 provides calling party information to an external line interface unit The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call can be unambiguously identified Fa VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA IP Office Enhanced Intrusion With
45. that allow the handling of calls These functions are e Line Appearance Buttons Used to indicate make and answer calls on a specific external trunk e Call Appearance Buttons Used to handle multiple incoming and outgoing calls from a user s extension e Bridged Appearance Buttons Used to match the call appearance buttons on a colleagues extension e Call Coverage Buttons Used to indicate unanswered calls ringing at a colleagues extension IP Office Automatic Callback Depending on the type of phone a user has call back when free is accessed by dialing a short code while listening to internal busy tone selecting an option from an interactive menu or pressing a programmed DSS BLF key Callback when free can also be activated from Phone Manager You can also set a callback when free or a callback when next used using a short code without attempting a call In use it allows IP Office users to carry on with other work and let the system initiate a call for you when the extension becomes available When calling an extension that is busy set the system to call you when the extension becomes free This feature is also called Ringback When Free When calling an extension that just rings set the system to call you when the extension is next used This feature is also called Ringback When Next Used Note that a user can only have one automatic callback set at any one time VF olad oie GLLS Coll wl cpl fle
46. time is the sum of all of the Advanced Edition agents inbound call talk times e System Talk Average Statistic The system talk average time is the sum of all of the Advanced Edition agents average call talk times e System Talk Outbound Average Statistic The system talk outbound average time is the average of all of the Advanced Edition agents outbound average call talk times e System Talk Inbound Average Statistic The system talk inbound average time is the average of all of the Advanced Edition agents inbound average call talk times e System Total Talk Statistic The system total talk time is the sum of the inbound and outbound talk times for all e System Agent Productivity Factor The system agent productivity factor statistic is the combined agent productivity factors for all agents Real Time Presented Calls Presented Call statistics are available for system queues and agents For Queues it is the total of Answered calls Queue s VM Answered calls Overflow Answered calls Routed to others Lost Calls Overflowed lost It does not include direct calls to agents For Agents it is the total of Answered calls Agent s VM Answered calls Routed to others Answered Non Queue No Answer Lost Calls It does include direct calls The TOTAL value is the sum of all presented calls for the selected queues The SYSTEM value is the sum of all presented calls for Advanced Edition queues The alarm and warning settings for this n
47. AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA IP Office sends email notifications directly to the email server no additional PC client is needed IP Office SoftConsole IP Office SoftConsole is a PC based Windows Operator Console for IP Office working with a desktop telephone Commands and actions are available through menus Some features can only be used under certain conditions these features are grayed out until conditions change that allow the feature to be used Call details include Calling Name amp Number Called Name amp Number Call Status Call Duration Notes IP Office SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller With this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner IP Office SoftConsole has many configurable options available to the operator to personalize the look and feel The Operator can tailor the usability specifically to each of their personal preferences IP Office SoftConsole has a number of different panels that it uses to display information Each of these panels are well developed panes of information that include all the information that a busy receptionist wo
48. AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA application as well To book a demo call 01252 333888 today Please note there maybe complications with older versions of CRMS however we would be happy to arrange a trial for you IP Office Digital Extension Card At time of purchase an IP500 V2 control unit the base unit of the IP Office system will be configured by your telephone system company to your specifications This is typically done using cards or combination of cards the building block of the IP500 V2 hardware unit An IP Office digital extension card is one such card in this case it is the internal unit which allows digital handsets to be fitted onto the IP Office phone system The IP Office Digital Extension Card Digital Station 8 Card provides 12 RJ45 ports the first 8 ports are DS ports for the connection of AVAYA digital phones other than IP phones The card can be fitted with an IP Office 500 daughter trunk card which then uses the additional 4 RJ45 ports for trunk connections IP Office Direct Inward Dialing IP Office Direct Inward Dialing DID DDI relies on the local telephone exchange passing all or part of the dialed number to the IP Office This number can then be used by IP Office call routing software to route the call to an individual phone or groups of phones This service is typically used to reduce the workload on a reception position by giving members of staff or departments i
49. AY clas AF TTY Oe i a 292 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA the piece of software that raw data such as an account balance is read to a caller over the phone The Avaya IP Office IVR solution comes with its own TTS engine IP Office IVR systems are typically used to service high call volumes reduce cost and improve the customer experience Many IP Office IVR users use IVR services to extend the business hours of operation Typically callers speak information into their phone and this is then used to complete their enquiry order or contact without a live agent 24 7 365 365 Examples of typical IP Office IVR applications are telephone banking televoting credit card transactions helpdesk systems customer servey systems customer surveys Information Bulletin Boards order taking order processing support desks contact centres call centre caller segmentation secure access to information through PIN checking remote time sheet management IP Office Key and Lamp Operations The Busy Lamp Field feature allows you to see at a glance who is available to take a call who is already on a call who has forwarded their phone and who has placed their phone on Do Not Disturb IP Office offers a full range of Key and Lamp features on Avaya feature phones These features include Line Appearance Call Appearance Bridged Appearance and Call Coverage As these features require a phone with b
50. Hunt Group is in Night Service or Out of Service mode and give announcements while a call is held in a queue IP Office Networking Small Community Networking links support multiple IP Office systems via a standard data network providing feature transparency and advanced applications such as centralized voice messaging Businesses can extend communications capabilities like messaging to remote locations unify voice communications across multiple sites or connect branch sites Networking can cost effectively enhance the value of an existing data network by improving operations inter company communications and processes all while controlling communications and system management costs a4 VF olad oie GLLS Coll wl cpl Joe wee QhLS Ghai Qwyol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Off Switch Call Inhibit The wordily named IP Office Off Switch Call Inhibit feature is a system wide setting that prevents external calls being forwarded off switch as a precaution against toll fraud This also prevents trunk to trunk transfers IP Office Office Worker The IP Office Office Worker User Profile is targeted at users who are working in the office In conjunction with a wired or wireless Avaya Phone they are provided with functions to control their communication with a PC e g control audio conferences or enabling
51. ID e Call Unpark Unpark a call parked using the user s extension ID e Call Pickup Group Call Pickup Any e Call Pickup Directed Directed Call Pickup using the entered user or hunt group number e Calling Party Number Block Make a call from IP Office with CLI withheld e Calling Party Number Unblock Make a call from the IP Office with CLI allowed e Conference on Answer Make an additional call and add them to a conference e Drop Drop last party added to a conference e Exclusion Make the existing call private Repeat to remove privacy from existing call e Held Appearance Select Pickup a held call on the user s primary extension e Dial Tone Same as 00 Dial Tone e Off PBX Call Enable Switch the user s Mobile Twinning on e Off PBX Call Disable Switch the user s Mobile Twinning off e Send All Calls Enable Do Not Disturb On e Send All Calls Disable Do Not Disturb Off e Transfer On Hang Up Unsupervised transfer e Transfer to Voicemail Transfer the held IP Office call to the user s voicemail mailbox IP Office IP Licences IP Office uses licenses to enable various features one of these is IP licenses which for IP handsets These licenses can be used on any IP phone and are available for use on any IP handset of your choice One of the beauties of the IP Office is that additional licences only need to be purchased as your business grows so your system is not overly expensive because the featured are
52. IP Office s enhanced intrusion whisper page selected parties can intrude on calls that are already in progress The intruding party intrudes on the existing call and all parties hear a tone The speech path is enabled between the intruding party and the called extension the other party is forced onto hold and will not hear the conversation On completion of the intrusion the called party speech path is reconnected to the original connected party The feature is enabled or disabled on a per user basis through the Manager application IP Office Door Entry System A fairly standard company requirement is to use IP Office as the entryphone system In practice IP Office works as follows If anyone rings the frontdoor bell all or a selected group phones will produce a unique ring indicating that this is a front door request Any operator can then answer the phone speak to the person calling and open the door from their desk There is no limitation on this other than the door system has to have the standard jack plug installed If your company does not have an entryphone system then installing one is easy and does not cost much We can provide a door entry phone and we will use a spare analogue extension port on your telephone system The door entry phone will ring an individual or group of handsets Once answered you can release the lock by dialling 0 A locksmith will be required if you require the release option IP Office External C
53. N and to IP trunks the VoIP equivalent so providing a Hybrid PBX function where both legacy and future technologies can be used together to minimize operating costs and offer optimize business communications through both voice and data IP Office has digital telephones built on both TDM and IP technology that provide the same user interface offering a flexible choice of solution that can mix for example TDM telephones in the office and IP telephones at a remote site of at home With the choice of IP telephones including real and virtual software telephones IP Office can take communications to a new level Buying IP Office allows you choice you can use the pure POTs or the pure VoIP capabilities of IP Office or use both at the same time to allow seamless technology transition of your business without the disruption of having to choose between them now IP Office Turns VoIP into IP Telephony In order to make use of VoIP IP Office uses signaling protocols called H 323 and Session Initiation Protocol SIP which allow IP Office to establish end to end connections for the voice path through the IP network It ensures each end of the connection is able to transmit and receive voice and provides the network addressing for end to end packet transmission IP Office also allows for connecting between the different technologies by translating the signals they use for example an analog telephone may wish to connect to a VoIP destination
54. P Office Information On Hold After hearing impressive sounding messages on hold at larger companies many small shop small medical practice or home based business owners may have considered playing promotional messages on hold for their callers only to be frustrated in their efforts to get them implemented with the single line or multi line telephones they currently use They can take heart IP Office has smiled on them IP Office Information on hold is an alternative to music on hold Information on hold allows you to inpart information to the customer who is on hold which might be part of a sales or marketing pitch This is especially useful for call and customer service centres but also has uses for many other organisations amp small companies IP Office Integral Layer 3 Switch Layer 3 switching is particularly useful in situations where it is desirable to have a trusted and unsecured network where the unsecured network is uncontrolled and carries public traffic on it It is possible to set up a firewall between two LAN segments using the IP Office layer 3 switch IP500 V2 supports a two port Layer 3 Ethernet switch with the firewall between them Both of these switched ports have their own IP addresses LAN1 and LAN2 and in order for traffic to pass from one port to the other a route is configured in the systems routing tables re VF olad pth QLLS Coll wl cpl Joe ae QhLS Ghai Geol sl T AF YYA
55. Phone Manager Lite IP Office Phone Manager Pro and IP Office Phone Manager Pro PC Softphone VoIP mode The IP Office Phone Manager application offers control of a user s telephone from their PC IP Office Phone Manager Lite and IP Office Phone Manager Pro are for the user who prefers to access telephony features making receiving call setting up conference calls speed dials etc through the PC IP Office Phone Manager simplifies communications via point and click access to commonly used features The IP Office Phone Manager application includes many productivity enhancing capabilities such as a Busy Lamp Field BLF and Speed Dials This allows users to customize the application to reflect the status of their departments immediate colleagues or the whole company User friendly icons allows frequently called internal and external work mobile cell home numbers to be dialed 7V VF olad the GLLS Coll wl cpl flee ae bLs Ghai Gwe sl T AF YYAVVY be Sauls AF YYA AVG clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA via a single click The Busy Lamp Field feature allows you to see at a glance who is available to take a call who is already on a call who has forwarded their phone and who has placed their phone on Do Not Disturb The IP Office Phone Manager application also provides the user with a call history log of calls made received and missed It keeps a record of call du
56. Reporter e Alarm Reporter is designed to enhance the exception management used by Call Center View CCV The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center on a daily or weekly basis by reporting on certain criteria predefined by the contact center supervisor Historical Reporting e The Compact Contact Center archives all call center interactions telephony or multimedia to a central database MSDE or SQL This provides the data source for a set of standard reports to the business and the capability to create custom reports Avaya Compact Contact Centre Reporter e The system allows up to 20 separate Report Viewers within the contact center for MSDE installations up to 5 viewers are supported Access to the standard reports is a thin client application based on Crystal Reports Up to 73 standard reports are available with the ability to create 3 more custom reports see custom reports section below Reports can be exported to a variety of formats including Excel CSV HTML and PDF Report Scheduler e All historical reports created within Avaya Compact Contact Centre can be scheduled for individual delivery to anyone via email or sent to multiple network printers Custom Reports e All Avaya Compact Contact Centre reports are created through Crystal Reports This application provides a much richer experience for the small to mid market customer and creates an environment where custo
57. S ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Programmable Buttons As well as the usual dialing keys Avaya digital and IP telephones have dedicated function buttons such as Mute Volume Hold Conference and Transfer In addition to these on many Avaya digital and IP telephones there are keys that can be programmed with a range of selected special functions These keys can be used for calling other extensions on the system Direct Station Select or DSS keys or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb Many features use an indicator to show whether a feature is enabled Button programming is done through the IP Office Manager as part of the system configuration although some telephones allow the user to program buttons and functions where given administration rights IP Office Receptionist The IP Office Receptionist profile is targeted at operators receptionists and provides a visual PC interface for call handling and management for multiple sites Up to 4 of these users are supported on each site The IP Office Receptionist license enables a user to use IP Office SoftConsole This is a Windows PC application intended for receptionists and operators Upto 4 SoftConsoles can be licensed on a single IP Office system IP Office Relays IP Office Relay On Off Pulse IP Office is fitted with two independent relays for controlling external equipment such as d
58. Software Development Kit This toolkit is delivered on a single CD Rom containing the developer documentation for TAPILink Lite TAPILink Pro DevLink Lite and DevLink pro as well as pre compiled programs for exploring TAPI 2 1 and 3 0 In addition example source code is included making it easy for developers to become familiar with IP Office CTI interfaces IP Office Conference Calls IP Office preferred edition includes a free inbuilt conferencing bridge supporting 1 conference with as many as 128 participants on a single conference call or combinations thereof ie 10 x 12 person conference calls simultaneously Multiple conferences can take place simultaneously and with the Meet me Conferencing Bridge a PIN number can be added for more secure conferences requiring participants to input a code before entering the call Use IP telephony and all internal conference calls become free The Conferencing Center application adds management through the Scheduler component and audio control for the host through the Web Client component The Scheduler interface enables conferences to be established e mail invitations to be sent or set up ad hoc The Web Client enables the host to upload and publish documents and presentations for real time viewing IP Office Calls can be placed on hold and a conference created using either the phone or desktop applications Additional conference members may be added however a single conference may not have more tha
59. VVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Internet Access While the telephone is still the number one business communication tool Internet access is becoming increasingly important for business to business communications The ability to send and receive email is now considered mandatory when dealing with many suppliers and customers while access to the Internet for ecommerce applications and information has become vital IP Office systems provide shared secure high speed access to the Internet via exchange lines Central Office digital leased line or IP VPN services Internet security concerns are addressed through the provision of an integrated firewall so removing the need for a standalone firewall The firewall can be configured to cater for a variety of situations and will allow customers to control who can access external resources and when The firewall isolates your private networks from the Internet thereby ensuring that your network remains beyond the reach of hackers while configurable service quotas can be set against a remote access service to ensure authorized users can gain access Service Quotas can place a time limit on outgoing calls to a particular IP Service so limiting costs Each service can be configured with an alternative fall back for example you may wish to connect to your ISP during working hours and at other times take ad
60. With node numbering schemes each site is given a node ID and this is prefixed by the user when dialing extensions at other sites In this way extension numbers can be replicated across sites while still appearing unique across the network Node numbering schemes are common in larger networks Linked numbering schemes and node numbering schemes are sometimes both used within the same network with node numbering used at the large offices and linked numbering employed at clusters of satellite offices IP Office Night Service IP Office Night Service gives your company 24 7 control over your phone lines When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled Callers to this Hunt Group will receive the busy tone or if Voicemail is operational played the Out of Hours greeting Alternatively an IP Office Night Service Fallback group can be used to provide cover e g pass calls to a manned extension or an external number e g a mobile A Hunt Group can be switched to Night Service mode by a user dialing the appropriate short code by any extension or by specific users In IP Office Night Service calls are presented to a Night Service Group This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a handset feature code Voicemail can also be used in conjunction with Hunt Groups to take all group related messages play an announcement when the
61. Ye RASA IP Office Standard Conference Features IP Office provides the following features and benefits relating to conferencing No special conferencing equipment required e You only need an IP Office system unit with as many digital trunks VoIP channels as external participants as well as Preferred Edition for Meet Me conferences e Ease of use e Simply dial the direct number allocated to the conference bridge type in the PIN if required and you have joined the conference PIN codes require Preferred Edition VoiceMail Pro e Conference control from Avaya Display telephones IP Office Phone Manager and Avaya one X Portal for IP Office e For ad hoc conferences with a few participants users can easily set up immediate conferences by calling all parties and bringing them to the conference bridge With Avaya one X Portal for IP Office the originator of the conference can keep control the Caller ID number and the associated name if recognized of each participant is displayed If required they can selectively hang up a specific participant e Customized greeting e Record a personalized greeting per conference requires Preferred Edition VoiceMail Pro e Conference entry exit tones e Single beep on entry double beep on exit e Conference call recording e Manual recording initiated by user on IP Office via Avaya one X Portal for IP Office Phone Manager digital IP display phone or a short code requires Preferred Edition
62. ails of calls you have made received and missed and it will report the last 30 calls Users can use the call log to make a call or add the caller to the Personal Directory The call log shows the actual call history independent of whether the user was logged in at the time or not The call log is centralised and also available on the desktop phone Calls are ordered in 4 tabs All Incoming Outgoing amp Missed Each tab can be ordered by name number time of the call duration number of calls and call type The order can be ascending or descending To make a call from the call log the user clicks on the number they wish to call Further One X Portal gadgets include a directory gadget shows personal system amp external directories a world clock gadget and a CCR specific agent control gadget 7 VF olad pide GLLS Coll wl cpl Joe wee bLs Ghai Gwe sl T AF YYA VYY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA One X Portal IM chat From the directory entry of a user the option chat with allows the establishment of an instant messaging session Such sessions can be established only with other logged on one X Portal users and can be established while on multiple calls One X Portal Customisation There are a number of ways in which the one X Portal for IP Office gadgets layout can be adjusted for example skin collumn width etc
63. aler used in professional call centres which can give productivity gains of as much as 50 Great for telemarketing campaigns and customer service agents In contrast to other CTI computer telephony integration software which comes as part of a large expensive package the AVAYeRASA Screenpop and AVAYeRASA Dialer are standalone products CTI is used in professional call centres and typically comes at a 20 000 minimum price cost The AVAYeRASA Dialer is the first SMB priced CTI package priced at only 995 for 10 users 1 day s installation time yY VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA The AVAYeRASA Dialer is compatible with any CRM product even custom built databases You do not even have to be using a packaged database product this will work with a simple Microsoft Access application as well To book a demo call 01252 333888 today Please note there maybe complications with older versions of CRMS however we would be happy to arrange a trial for you IP Office Directory IP Office has 2 directories to store contacts a centralised system directory and a personal directory IP Office System Directory The IP Office Centralised System Directory is a list of up to 5000 numbers and associated names stored centrally in the system A directory entry
64. ally deleted as needed Optional archive management Recordings are automatically written to a DVD RW drive To allow you to search for calls easily the details of the recordings are stored within a MSDE database This contains one record for each call recorded and additional records for each party on the call and the owner of the call The information that is held for any recording is A unique reference for the recording The start date and time The duration of the recording The name and number of the parties on the call where this was available to IP Office through ANI Caller ID or DNIS at the time of the call The direction of the call incoming outgoing or internal The owner of the call recording e The target or dialed number which may be different from the number that actually took the call Recordings within IP Office ContactStore are stored as WAV files IP Office ContactStore uses the G 726 16kbps ADPCM compression standard which provides the best compromise between storage yy VF olai the GLLS Coll wl cpl flee ae QhLE Ghai Gwe l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA capacity and CPU loading IP Office ContactStore is designed to perform compression as a background task which does not impact the system s ability to record search or play other calls It takes approximately 1 minute to compress a two ho
65. an additional email account to their email client to be able to use the unified messaging features No additional client software installation is required The instructions how to add this account and configure the web address for the VoiceMail Pro Web Access can be provided by an administrator by email without the need for system administration or external support IP Office Voicemail Pro amp UMS Web Access The second interface UMS offers to the users is a web interface allowing voicemail access via a web browser such as Internet Explorer or Mozilla Firefox with the ability to listen to targeted voicemails by using either the PC s multimedia equipment or the desk phone UMS Web Access requires the VoiceMail Pro installation to be on a server with IIS pre installed In addition the VoiceMail Pro UMS Web Access option must be selected during installation IP Office Voicemail To Email Every IP Office phone system bundle sold by AVAYeRASA Voice amp Data has IP Office Voicemail To Email alerts included both embedded voicemail and voicemail pro IP Office Voicemail To Email is a handy feature for salesmen etc on the road and works very much as the title suggests IP Office Voicemail To Email has three options in terms of how it works e Forward Voicemail to email The IP Office user receives an email with the voicemail attachment The original voicemail remains on the server e Move Voicemail to email An email
66. arrier selection Short Codes can be configured at user System and Least Cost Route levels IP Office Suspend IP Office Suspend and resume are only available on certain exchanges Central Offices supporting this ISDN feature When suspended the call is held at the local exchange freeing the ISDN channel for another call Resume reconnects to the held call Suspend Call Waiting is a compound feature that will hold a call and answer a waiting call IP Office System Status Application The IP Office System Status Application SSA is a diagnostic tool for system managers and administrators to monitor and check the status of IP Office systems locally or remotely IP Office SSA shows both the current state of an IP Office system and details of any problems that have occurred The information reported is a combination of real time events historical events status and configuration data to assist fault finding and diagnosis SSA provides realtime status historic utilization and alarm information for ports modules and expansion cards on the system IP Office SSA connects to all variants of IP Office running release 4 0 using an IP connection that can be remote or local Modem connections at 14 4kbps or above are supported for remote diagnostics IP Office SSA provides information on the following e Alarms SSA displays all alarms which are recorded within IP Office for each device in error The number date a
67. ase of use and efficiency Integrated speakerphones and other advanced technology deliver clear clean audio that will satisfy even discerning users The phones streamlined industrial design gives the office a sleek businesslike look They ll also protect your investment the 1400 Series has been engineered to adapt to a company s 77 VF olad pide QLLS Coll wl cpl flee wee QhLS Ghai Gwe l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA growing needs Easily attach headsets to the 1408 and 1416 models and the 32 button expansion module for the 1416 can be programmed to deliver a wide range of features IP Office Phones 1600 Series The Avaya 1600 Series IP Telephones also known as Avaya one X Deskphone Value Edition is a series of cost effective IP Telephones that deliver familiar features at an attractive price point for customers with basic communications needs The series includes a portfolio of phones designed to meet a range of end user needs including the call centre Combining the features of traditional telephones and the latest in telephone user experience 1600 Series IP Telephones provide critical capabilities not often found in competitively priced models IP Office Phones 9500 Series The Avaya 9500 Digital Deskphone series allows small and medium sized businesses to deliver highly reliable high quality commun
68. bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA IP Office Voicemail Pro amp Email As standard VoiceMail Pro allows for a simple voicemail alert where the entire voicemail is forwarded copied as a WAV attachment to any MAPI or SMTP compliant email application Microsoft Outlook Exchange Lotus Notes etc Forwarding allows emails and voicemail messages to be unified and collected from a single source This simple alert option that forwards only the caller s number in the subject of the email is ideal for use with commercial Short Message Systems SMS This information can be forwarded to the display of a mobile cell phone when the user is away from the desk The email notification forwarding and copying can be done for all voice messages and can be activated remotely Email applications such as Outlook which support IMAP can connect to an IMAP server integrated with the VoiceMail Pro server VoiceMail Pro will deliver new voicemail messages by using the voicemail to email capability New voicemails arrive as emails with a WAV attachment and the user can handle them like any other email If a voicemail has been listened to its status will change to read independent of the device that has been used to access the voicemail If the user deletes it it will be deleted everywhere Users that have UMS access enabled just need to add
69. be an extension on the same IP Office as the user making use of the feature Follow Me is typically used when a user is going to be working away from their desk for example in a workshop All the call settings the user has on their main phone will apply to calls that follow the Follow Me feature including forward on busy or no answer Follow Me To amp Follow Me Here IP Office Follow Me can be set either from the users main phone IP Office Follow Me To or from the phone where they want calls to be received IP Office Follow Me Here Several people can have their phones forwarded to a Follow Me destination and if the phone has a display it will indicate who the call is for IP Office Forward Hunt Group Py VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA With IP Office forward hunt group calls for a hunt group that the user belongs to can also follow forward unconditional The IP Office hunt group must be set for either sequential or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail This can be particularly useful in a sales or support environments where a number of people may be out of the office on Mobile phones but still participate in the hunt group as if in the office
70. can be used to label an incoming call on a caller display telephone or on a PC application The Centralized System Directory also gives a system wide list of frequently used numbers for speed dialing via one X Portal for IP Office Phone Manager or a feature phone with a suitable display For example Head Office can be displayed when a known Caller ID is received A user can also select Head Office in one X Portal for IP Office or the Directory List in Phone Manager or on the display phone Directory to speed dial this number e External directory entries can be obtained from up to three different sources for each IP Office e Locally stored in the IP Office configuration Created and edited using IP Office Manager or by selected 1600 T3 or one X Portal for IP Office users e Temporary entries imported at regular intervals from an LDAP server e Temporary entries imported at regular intervals by HTTP from another IP Office This allows the directory entries on one IP Office to be shared by other IP Offices as a centralized system directory for an SCN e The total maximum number of entries is 5000 with entries in the IP Office configuration taking priority over temporary imported entries IP Office Personal Directory The IP Office Personal Directory is a list of up to 100 numbers and associated names stored centrally in the system for a specific user A directory entry can be used to label an incoming call on a caller display tele
71. ce IP Office Visual Voice provides interface to voicemail through handset display and buttons e g Listen Save Delete Fast Forward It provides users with quick access to voicemails and commonly used messaging features IP Office users can access and control voice messages via the display on Digital or IP phones IP Office Visual Voice requires Preferred Edition or Essential Edition and can only be used with large display LCD sets only from the 1400 1600 2400 5400 4600 5600 9600 and T3 series 1403 1603 1603SW 2402 5402 4601 4602SW 5601 5602SW do not support Visual Voice The fixed message button on certain phones can be configured to invoke visual voice this is the default setting for new configurations This configurable option frees the button programming required currently for Visual Voice Features supported are e access new old saved messages for personal and hunt group mailboxes e next and previous message e fast forward and rewind e pause message e save delete and copy message to other users of the system e change default greeting e change password e change email settings Preferred Edition only JaA VF olad oie LLS Coll al eal Jha aw bLs ole ool Lowy sll AF YYA VYY le Sales AF YYA AAA clus AF YYA A i ig info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Web Manager IP Office Web Manager is a browser based management tool released with IP Office R8 d
72. ce customer service and productivity will appreciate the powerful information IP Office Customer Call Reporter CCR can deliver IP Office Customer Call Reporter CCR is a logical software tool for small companies that have any form of helpdesk outbound marketing team or organised sales staff It is the first step up the ladder in terms of monitoring and improving the tools available for customer oriented staff IP Office Customer Call Reporter CCR provides an excellent set of monitoring tools e Browser Based Drag amp Drop application e Wide array of reports and statistics e Agent States Agent ACW Agents Available Agents Logged On Agents Present Agents Ringing Answered Calls Answered External non queue Answered Internal non queue and queue Average Answer Average Answer Time Average Wait Time Busy Not Available Calls Waiting Current Wait Time Grade of Service Longest Wait Time Lost Calls New Messages No Answer Outbound Calls external Y VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be Sauls AF YYA AVG clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA Overflowed Answered Overflowed Calls Overflowed Calls Waiting Overflowed Lost Queue State Queue State Time Routed to Other Routed to Voicemail e Transferred e Supervisor Alarm setting and Notification by agent and group e Change in color indicates state of Alarm W
73. ce Preferred Edition supports automatic and or manual call recording to specified mailboxes Also provided as part of Advanced Edition this license allows Preferred Edition to use a 3rd party application to support the storage and administration of call recordings Currently the supported application for this is ContactStore for IP Office When used manual and or automatic records calls can be routed along with the call details to the ContactStore applications database for storage and retrieval when required vy VF olad pide GLLS Coll wl cpl Joe wee bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Preferred Edition amp Text to Speech TTS TTS can be used within customized voicemail call flows to speak information to callers rather than having to record prompts for the call flow or speak results of IVR queries Various options are supported for TTS operation e As part of the Advanced Edition that enables the use of the default Text To Speech TTS speech engine supplied as part of Windows operating system or any other SAPI compliant speech engine This allows the creation of automated call flows that speak results of IVR queries Eight 8 licenses are provided with the Advanced Edition system license e Messaging TTS ScanSoft License IPO LIC AVAYA TTS RFA 1 LIC CU 182299 This license enables t
74. ceive manage and send messages by their mobile phone Mobile Email all voice mails can be managed as well from the mobile cell phone Together with an appropriate mobility solution like Blackberry the Exchange 2007 2010 integration enables visual voicemail on mobile devices The voice mails provided by the Preferred Edition are specially marked as voicemail so Exchange 2007 handles them different from standard emails so that a mobility solution will be able to show voice mails on the display of the mobile device Users can now browse through the voicemails identify high priority ones by caller information and listen to them first IP Office Mobile Worker The IP Office Mobile Worker User Profile is targeted at users with mobile devices and no internet connection to the office e g field sales and service staff who are often on the road They are provided with functions such as one number access and call control as if in the office enabling them to never miss a call The IP Office Mobile Worker license enables a user to be configured to use the IP Office mobility features Those features include Mobile Twinning Mobile Call Control IP500 only one X Mobile Client and use of Text to Speech TTS for listening to your emails remotely IP Office Mobility IP Office has a large raft of mobility features designed to help your salesmen on the road get the best out of their system The dedicated user profile IP Office Mobile Wo
75. censes does not apply to a backup scenario The Backup VoiceMail Pro server can have limited functionalities e g fewer number of ports if it is acceptable to have limited capabilities for a limited period until the re connection of the main server e A Multi Site Network with a Centralised IP Office Voicemail Pro server connected to an IP Office at one site and a networked IP Office with a Backup IP Office Voicemail Pro server There might also be additional IP Office and Distributed VoiceMail systems within that Multi Site Network IP Office Voicemail Pro Distributed Messaging One Centralized IP Office Voicemail Pro server is supported in a SCN of multiple IP Office systems with IP Office VoiceMail Pro release 5 and earlier IP Office R6 allows multiple Distributed IP Office Voicemail Pro servers to be placed at selected or all of the IP Office nodes Into one Multi Site Network there can be one Centralized IP Office Voicemail Pro one Backup IP Office Voicemail Pro as a backup for the Centralized IP Office Voicemail Pro and up to 30 Distributed IP Office Voicemail Pro theoretical value The Centralized IP Office Voicemail Pro server will keep its role as the main voicemail server It provides the media store for voicemails left on the system as well as the media services required on the Multi Site Network to IP Offices not supported by a local IP Office Voicemail Pro server VF olad the GLLS Coll aol cpl flee wee
76. conference Advanced security is available by generating unique PIN numbers for every participant allowing them to be recognized by the system and displayed on the Power Conferencing Web client if selected see paragraph below If announcements are required VoiceMail Pro will announce each participant by playing their name if internal user or asking them for their name if external participant At the end of the conference each participant leaving the conference will be announced Users with administrator privilege can generate reports regarding conference usage and individual conference reports This will detail the conference name and ID the start date and time duration and number of participants Individual reports can also be run listing delegate details and when they joined left the conference Additionally if voting was being used using the Power Conferencing Web Client voting results for each delegate would be shown for each question asked during the conference call To complement the audio conference the host has the ability to set up web support This offers a web interface where the host and delegates can not only see which participants have joined the conference but also whether they joined as audio only or both audio and web Privileges to a web client are limited to voting purposes only however a host to the conference has the ability to pose questions modify delegate contact details and whisper to a single participant connected into t
77. conferencing units Video e IP Office supports video softphones and has its own range of video conferencing units IP Office PIN Restricted Calling With Phone Manager release 2 1 IP Office PIN restricted calling was introduced IP Office PIN restricted calling works by making the caller enter a PIN before the call is connected PIN restrictions can be associated with types of number being dialed e g International numbers External numbers PIN restrictions can be added to e Making Calls e Speed dials e Account code Speed dials IP Office PIN restricted calling also works with voicemail Voicemail allows callers to leave messages for you when you are out of the office away from your desk or engaged on another telephone call Voicemail messages can be retrieved either locally or remotely via any telephone you will be prompted for a PIN number if you are using any telephone other than your allocated extension or a trusted location e g your mobile telephone IP Office PoE Switch A PoE switch is an ethernet switch system that is capable of sending power and data through a high speed ethernet cable This is a convenient feature as it completely removes the need for peripheral power supplies for all your end point powered device accessories This allows you to utilise a lone cable for your networks instead of 2 allowing for a tidier system and superior housekeeping Simply avoiding cable clutter is one pretty valid basis t
78. configuration page for any debugging The three system status indicators on the right display the installed HW System information and configured features The four feature information tabs display detailed configuration status on voicemail hunt group users and auto attendant The user configuration is extracted and available as a separate tab item because it is one of the most used feature day1 during initial system configuration as well as day2 for adds moves and changes yeg IF olad oie LLS Coll al eal Jha aw bLs ole ool l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA Incoming Call Monitoring Management Management 5 cs QD Type to Search Data retrieved from IP Office successtuly IP500 V2 Version 8 0 27240 Hardware Installed Cortrol Unit IP 0 2 internal Modules COMBOBZ10 ATMH COMB O62 10 AT4 Expansion None Phone User Auto Attendant ass Fevture Key Locoal 1313146188 Y Active Available inactive Name Active Open Hours 2 1 6 AB 0 2 32 System information Auto 1200 PM Attendant 1 Afam A N G50 PM ER A 5 Auto 12200 PM AS Excluded From Directory Mone Attendant 2 flemoon 5 60 PM IP Address 148 147 80 64 Assigned With Call Forwarding Hone Auto 12 00 PM Attermoon F Net Mask a Barred from making Outgoing Calis Ilione Aitendant2 550 PM S star as ae ieee lt gt Default Gateway 000 0 System Locale Unted Kingd
79. de users located on other IP Office systems within the network Note that Distributed Hunt Groups are not supported for use with CCR e Remote Hot Desking e Users can hot desk between IP Office systems within the network The system on which the user configured is termed their home IP Office all other systems are remote IP Offices Note that Remote Hot Desking is not supported for use with CCC and CCR e Breakout Dialing OA VF olad oie QLLS Coll wl cpl flee wee QhLSE ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA e This feature allows the user to select an IP Office system in the network from a displayed list and then dial a subsequent number as if dialing locally on the chosen system This feature is triggered either by a programmable button or short code IP Office Network Number Schemes IP Office uses fully flexible network numbering options Dialed digits can be manipulated to add or remove digits access codes etc in order to fit into any numbering scheme Two types of numbering schemes are commonly deployed Linked Numbering and Node Numbering schemes In linked numbering schemes each site within the network has a unique range of extension numbers and users simply dial the extension number of the called party Often linked numbering schemes are used in very small networks lt 5 sites with less than 500 extensions
80. design of their programmable buttons IP Office Call Barring IP Office makes it possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis IP Office supports call barring at many levels Short codes can be used at the system or individual user level to block the external routing of specific numbers or types of numbers Typically the barring short codes are set to return busy tone however they could route the call to an alternate number or to a Voicemail service that returns a barred dialing message For users the short codes can be allocated to a User Rights template This template is then applied to the Users whose calls need restriction In addition to barring the dialling of certain numbers IP Office can be set to bar the forwarding of calls to external numbers on a per user basis For example if employees spend a lot of company money dialing 118118 enquiries call barring can be set up to prevent these calls or even to release a message inviting staff to look up the number online IP Office Call Coverage IP Office allows unanswered calls to alert at other user extensions and be answered there before being forwarded or going to voicemail This provides users the opportunity to answer colleague s unanswered calls before they go to voicemail VF olad pide QLLS Coll wl cpa flee ae bLs Ghai Gw
81. dle them differently from emails If Microsoft Exchange Server 2007 2010 working with a mobility solution server e g a Blackberry Enterprise Server are used to push emails to mobile devices Blackberry or similar IP Office VoiceMail Pro will also integrate and deliver voicemails via the Exchange Server to the mobility solution The mobile device will then be able to present voicemails on the visual voicemail interface instead of presenting them as emails with an attachment IP Office VoiceMail Pro in a Small Community Network SCN A single PC based IP Office VoiceMail Pro server can provide voicemail services to multiple IP Office systems in a Small Community Network over the LAN WAN or a Frame Relay network This is referred to as Centralised Voicemail and can reduce costs while facilitating communication between IP Office sites For resilience should the main site fail the centralised voicemail will automatically reconnect to an alternative IP Office site For IP Office voicemail pro connections from remote IP Office users in a SCN no multi site channels are needed IP Office Voicemail Pro Call Recording IP Office Preferred Edition and IP Office VoiceMail Pro offer call recording services that allow the automatic or manual recording of calls for a variety of applications such as for training purposes or to monitor abusive callers As standard recordings can be directed to the called extension s voicemail bo
82. e sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA When a user has an unanswered call ringing after a configurable delay the call will also start alerting on any call coverage buttons associated with the user on other extensions The call can then be answered by pressing the call coverage button If still unanswered the call is forward or goes to voicemail as normal The time a call rings before also alerting on any associated call coverage buttons can be adjusted for each user IP Office Call Forwarding This is the ability to forward a user s calls to another extension or external number such as a Mobile Cell Phone Calls can be forwarded in a number of ways and if the call is not answered at the forward destination it will go to IP Office voicemail if enabled for the user and call supervision is available There are three separate forward destinations one for forwarding on busy one for no answer and one for forward unconditional Once the numbers have been entered the user can toggle the forwarding to be active or not as required without having to re enter the numbers If the user is a member of a hunt group some types of hunt group calls can also follow forward unconditional Users can select if forwarding is applied to external calls only or all calls Call forwarding is processed after Do Not Disturb and Follow Me conditions are tested
83. e Rewaticar Vini Vinis 3 m a DJ Sent tens F rrepte areg f Oren Rappet i t OOK on laen Oupsin coa e I MOM Neve G Sesso Pen arah Saree Borei hore Seih Sater 2 aw Peat ub y re lagat Oan rh leda ard Grai ar are y Sood Dre Rana Wt Chr Beg Mat Deed Matera Ween feng eee i Oirart vea Cone A h p o wa meere Ogre com CJ tere hoss aaar A i Gogan Powe Pra D orree tem a HA We an E Hert Shaya Sarya v n on n IGA aC Regwds J Haa a Three Weeks Ape reyre Ni we Seveva ren 2 fenton 2 taon Bere trent f aT h danen kt aT sone mae a AVAYA a 3 i ouae Ofie X 3 omn A a Peron ade a3 31 20 4001 B22 aw t E oa rah wre n oaii i aiiai ananasas imun z IPren Law E ia wm ew T heech A Videocaets D Calgary PRD 4433 Patty Ct he A Br ap Sot amp Ason STK s O ieri a i ad EM br Dreniso 2 teede see s e mos ian P uva tsan anna ASETI x whe La tert ties ter Ome G Muren eyed Nag fire Sorrir Vent feet O74 O munr ogean CETT OTE E E ET 4 ka Ore mee t J ua postim vet foam TS anw a Cater i 2 toote ane ae teesi T tt er ween da Amstel inten By Waters Orito sardi be Se Se Se Se Se Se 4 1e oo Pent it Antaa ore vp ta tute 10 Commotion ta Menem barenge 1 SD 220 Q e The plug in for Outlook requires Office Worker Teleworker or Power User licenses on the IP Office system Access to the plug in is through one X Portal for IP Office The one X Portal user selects the
84. e Based on the type of the SD card that is installed in the system IP Office will boot up in one of the two Sub Modes e U LAW SD Card Default selected CALA countries e A LAW SD Card Default Essential Edition KTS Quick Mode North America and Essential Edition PBX Quick Mode Rest of the World The IP Office always boots up in Quick Mode by default An option to migrate restart manager in IP Office Standard Mode will be provided When in Quick Mode the IP Office Manager offers task based configuration to speed up the installation process by providing easy and intuitive management AY VF olad oie GLLS Coll wl cpa flee ae bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office SIP Trunking Session Initiation Protocol SIP as in sipping from a fire hose on a hot day is an open signaling protocol standard developed by the Internet Engineering Task Force IETF in cooperation with many industry leaders including Avaya for establishing managing and terminating real time communications over large IP based networks such as the Internet Communications via voice video or text instant messaging may take place using any combination of SIP enabled devices such as a softphone on a laptop computer a wireless handheld device or PDA a mobile phone an instant messaging client on a desktop PC or an IP ph
85. e Answer Time statistics and the Agent Productivity Factor for each agent The system will use the straight average method to calculate the average answer time An agent s productivity and efficiency will be measured by the parameters laid down for lost calls answered calls minimum talk time and maximum talk time Any deviation from the set parameters will have an effect on the total productivity of an agent The following parameter settings are available for Agent Productivity factor calculation Parameter Range Default Lost Calls Threshold 1 600 seconds 5 seconds Yj VF olad oie LLS Coll al eal Jea aw bLs ole ool l Slol AF YYA VYY lo Sauls AF YYA AVY clas AF YYA Oe i 98 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA Answered Calls 1 600 seconds 20 seconds Minimum talk time 1 3600 seconds 5 seconds Maximum talk time 1 3600 seconds 600 seconds Statistics enhancements IP Office R8 0 provides the following System Statistic enhancements e System Talk Internal Statistic The system talk internal time is the sum of all of the Advanced Edition agents internal call talk times e System Talk Outbound Statistic The system talk outbound time is the sum of all of the Advanced Edition agents outbound call talk times e System Talk Inbound Statistic The system talk inbound time is the sum of all of the Advanced Edition agents inbound call talk times e System Talk Average Statistic Th
86. e ae QhLS glad Gwe l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Authorisation Codes IP Office Authorisation Codes allow an IP Office user to go to another extension on the system and make calls using their personal toll restrictions this may grant the user greater or fewer privileges than the normal owner of the extension they use Since IP Office Authorisation Codes are independent of IP Office Account Codes the user has to enter both if the required by the system configuration All entered codes are logged in SMDR IP Office Auto Attendant IP Office VoiceMail Pro the business voicemail software included within AVAYeRASA phone system bundles includes an inbuilt auto attendant amongst its many features Nestled within VoiceMail Pro is a multi level configuration tool the VoiceMail Pro client which allows network managers and system administrators to construct an interactive menu system based upon DTMF telephone key entry You can choose to program this yourself but normally you d leave something like this up to a company like us to program for you included for free in bundles The auto attendant system is built and configured to suit your business needs be that on its own or as a back up for the regular operator when call volumes are high IP Office VoiceMail Pro offers the caller the ability to dial the name of a person via the phone key
87. e email recipient could be a local system administrator a manned help desk and or suppliers support desks if you have a support agreement that includes this facility The system sends an email message each time an alarm occurs or is cleared It also sends an email once per day as a heartbeat to let you know it is still operating Failure to receive the daily heartbeat message should be investigated it could indicate that the server has failed IP Office ContactStore allows replay of recordings by means of a browser based application that is accessible with Internet Explorer IE V6 0 and higher The IP Office ContactStore search and replay facilities include the following features e Personal security restrictions The restrictions are applied as you log into the web server e Criteria based search filter fields to perform specific searches e Replay controls Sstart stop pause skip forward skip backward or to export the recording to a readily playable wav file e Audio waveform display The waveform presents a graphic representation of the audio content of the call The waveform is an aid to avoid replaying static or silences and to move easily to specific portions of a call IP Office Dialer The AVAYeRASA IP Office Dialer is a standalone application on your computer which allows you to dial any telephone number inside any application merely by pressing F11 The AVAYeRASA IP Office dialer is an application much like the di
88. e identical to their first party equivalent the presence of the CTI Link Pro RFA license key which can be purchased in the usual way for products enables this additional functionality y VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA e TAPI WAV driver provides software based support for voice processing The TAPI WAV driver is for use with TAPI 2 1 only for TAPI 3 0 IP Office supports the Media Service Provider MSP interface defined by Microsoft in TAPI 3 0 This functionality will only work in conjunction with CTI Link Pro and also requires TAPI WAV licenses Each license enables 4 ports of voice processing e DevLink Pro provides a real time event stream in addition to the SMDR interface provided in IP Office SMDR The realtime event stream takes the form of a call record which is issued whenever the state of any endpoint of a call changes typically there are two end points on a call but for some circumstances such as conference calls intruded calls there may be more e IP Office SMDR provides an interface to obtain SMDR events A comma separated record is issued for each call when the call is completed This interface is designed for call accounting and call billing applications The IP Office SMDR can be output direct from the IP Office control unit to a designated IP address and port e
89. e in a bundled offer with 4 voicemail ports by default e User licenses will be supported unbundled e TTS MAPI Email and UMS Exchange Integration are supported IP Office Caller ID Where supplied by the service provider the IP Office can receive and use the callers Caller ID The Caller ID is passed through to the answering phone or application and is included in any call log or history supported by the phone or application If the Caller ID matches a number in the IP Office s Directory the matching directory name is shown instead of the number Where IP Office Phone Manager or the TAPI service is used to link to database software on the users PC it is possible to have an automatic query performed on the supplied Caller ID and have the caller s record in front of the user before the call is answered For outgoing calls the IP Office can insert a system wide Caller ID or set a flag to have Caller ID withheld For users with a direct dial number routed to their extension that direct dial number is also used as their Caller ID for outgoing calls Alternatively short codes can be used to specify the Caller ID that should be sent with outgoing calls Note that the sending and receiving of Caller ID is subject to the service provider supporting that service The service provider may also restrict which numbers can be used for outgoing Caller ID Ya VF olad oie LLS Coll al eal Jha aw bLs ole ool l lal AF YYA VYY le Sauls AF
90. e system talk average time is the sum of all of the Advanced Edition agents average call talk times e System Talk Outbound Average Statistic The system talk outbound average time is the average of all of the Advanced Edition agents outbound average call talk times e System Talk Inbound Average Statistic The system talk inbound average time is the average of all of the Advanced Edition agents inbound average call talk times e System Total Talk Statistic The system total talk time is the sum of the inbound and outbound talk times for all e System Agent Productivity Factor The system agent productivity factor statistic is the combined agent productivity factors for all agents Real Time Presented Calls Presented Call statistics are available for system queues and agents For Queues it is the total of Answered calls Queue s VM Answered calls Overflow Answered calls Routed to others Lost Calls Overflowed lost It does not include direct calls to agents For Agents it is the total of Answered calls Agent s VM Answered calls Routed to others Answered Non Queue No Answer Lost Calls It does include direct calls The TOTAL value is the sum of all presented calls for the selected queues The SYSTEM value is the sum of all presented calls for Advanced Edition queues The alarm and warning settings for this new statistic will range from 1 to 999 The Presented call statistic will be available for Real Time browsers like Monito
91. eMail Pro IP Office Campaign Manager enables the gathering of repetitive information from inbound calls such as brochure requests to be fully automated leaving agents free to deal with other more complex calls which require human interaction A definable sequence of recordings are played to the caller with time in between each 7 VF olad the QLLS Coll wl cpl flee ae QhLE glad Geol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA recording to allow the capture of the caller s spoken answers and or the caller s key presses via DTMF At the end of the transaction the caller can be thanked and the completed transaction retrieved by an agent via a web interface or a short code IP Office Campaign Manager allows calls in queue to break out of the queue or be directed in an overflow situation to complete their transactions thereby increasing customer satisfaction by affecting an answer to their call This ensures that a minimum of customers give up when forced to wait in a queue or even worse hear a recorded message stating that they are calling outside of office hours In a busy service desk environment when agents are busy an overflow to IP Office Campaign Manager relieves congestion and pressure on agent groups An agent can collect the completed transaction via a web browser or via a short code representing the park slot number of a particular campa
92. eRASA ir culs Os AVAYe RASA IP Office VoiceMail Pro Email Integration Integration with email systems is provided by the VoiceMail Pro Unified Messaging Service UMS which is delivered to eligible users as part of the Office Worker Teleworker or Power User license It enables IP Office VoiceMail Pro to interact with email systems to provide a synchronization of voicemails and their status new unread read deleted saved between all user devices like desk telephones mobile cell telephones the UMS web interface Avaya one X Portal for IP Office the email client and other devices that are synchronized with the user s email account This will work for email clients that use the IMAP4 protocol like MS Outlook Lotus Notes Mozilla Thunderbird and many others IP Office VoiceMail Pro and Exchange Server 2007 2010 The advanced collaboration between IP Office VoiceMail Pro and Microsoft Exchange Server 2007 2010 offers voicemail storage into the Exchange message store This is the single point of storage for all email and voicemail messages and therefore the single source for all message status information When a voicemail should be collected using a desk phone connected to the IP Office IP Office VoiceMail Pro will retrieve it directly from the Exchange message store IP Office VoiceMail Pro sends the voicemails not just as emails with a WAV attachment but as a message formatted as voicemail so that Exchange can han
93. ead voicemail messages Number of voicemail messages Outgoing call bar flag Outside call sequence number Phone s extension number Ring back sequence number System phone flag User s extension number User s priority Users Locale Voicemail email mode Voicemail on flag Voicemail ring back flag qF VF olad oie LLS Coll al eal Jha aw bLs ole ool l Slol AF YYA VYY la Sauls AF YYA AVA clas AF YYA Oe i bo 8 info AVAYeRAAS ir Ll www AVAYeRASA ir cols Gs AVAYe RASA Wrap up time period X directory flag IP Office Telecommuter Using IP Office Telecommuter mode IP Office Phone Manager Pro allows the making and receiving of calls and the retrieving of voicemails from an external phone number as if they were in the office with IP Office Phone Manager providing the call control The typical scenario is the remote worker that occasionally works from home or from a hotel room This feature also provides billing convenience and potential cost savings for remote workers and mobile work force as all the calls are established by IP Office there is no need to check bills nor to pay for expensive hotel calls IP Office Teleworker The IP Office Teleworker User Profile is targeted at users who are working from home or elsewhere with Internet connection to the office They are provided with the ability to leverage the PSTN ISDN via Telecommuter mode without incurring any remote phone charges Alternativel
94. ech when the user has email reading in their voicemail box they will be able to record a voice reply to the email and send it as a WAV attachment to a reply email to the person who sent the email IP Office Transferable Dial Out Privilege Using IP Office transferable dial out privilege a privileged user Operator Supervisor can transfer an outside line secondary dial tone to a user that does not have those external privileges This qA VF olad oie LLS Coll al eal Jha aw bLs ole ool lal Louw AF YYA VYY le Sauls AF YYA AA clas AF YYA Oe g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA provides the company with control over external calls and gives the ability to provide outside line access for restricted telephones e g those in public areas or conference rooms IP Office Time Profiles IP Office time profiles can be used to define when a service hunt group least cost route conference bridge or a user s dial in facility are operational For example an IP Office time profile can be used to route hunt group calls to a manned extension or voicemail outside of office hours or be used to apply different Least Cost Routes at varying times of day to take advantage of cheaper call rates Using IP Office Time Profiles multiple time entries can be created so that a profile can be used to define specific hours in the day e g 09 00 12 00 and 13 00 17 00 Outside of a Time Profile
95. ed e Ifthe IP Office User does not have a call the feature will fail IP Office Call Tagging Lun y slgT AF YYA YYY la Sauls AF YYA VAY Glas AF YYA Os ig info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA VF olad the QLLS Coll wl cpl flee wee bLs Ghai Gwe IP Office Call Tagging displays a text message on the user s phone Avaya IP Office one X Portal for IP Office or IP Office Phone Manager when a call is presented to it Call tagging provides additional information about the call The IP Office Call Tagging feature is used to provide additional information about the call to the targeted user before they answer it Call Tagging may be used when transferring a call from Avaya one X Portal for IP Office Phone Manager or Soft Console to give caller info if the user doing the transfer is not able to announce the call It is possible to add a tag to a call automatically using CTI and IP Office VoiceMail Pro This is also possible based on an Incoming Call Route On some telephones displaying the Tag may mean that it is not possible to display the usual call source and target information IP Office Call Waiting A User may not want people calling them to receive busy tone if they are already on another call but have the call receive ring tone and have some kind of alert that there is a call waiting The user can then decide to finish or hold the current call and answer the one that is waiting The amou
96. ed by a hunt group continues if the call is transferred to another member of the same group e Recordings triggered by an incoming call route last until the call is cleared from the system IP Office Voicemail Pro Resilience amp Backup VF olad the GLLS oll wl cpa flee wee QhLS glad Gwe Customer service with uninterrupted access to the business is clearly essential for customers who want to place orders for partners who want to negotiate an important contract and for employees UEAN Lun slg AF YYA VYY lo Sauls AF YYA AVY slat AF YYA Os odg info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA who need access to their important messages etc A failure can be very expensive for a business and there are a number of reasons why a failure can happen power outage lost network connection cable cuts hardware failure and so on But loss of money and reputation does not necessarily have to follow such a failure The IP Office Resilience and Backup functionalities are supported by IP Office Voicemail Pro An IP Office Voicemail Pro server connected to a Primary IP Office can automatically re connect to a Backup IP Office if the connection between the two IP Office systems gets lost This covers the failure of an IP Office or the connection between them A Preferred Edition license is required on the backup IP Office system for this scenario Introduced with Release 6 a Backup IP Office Voicemail Pro ser
97. ed which will dictate how long an extension can be idle before the user is automatically logged out ensuring that an extension is not left logged in and calls go unanswered Basic handling of telephony requirements for a service desk is a standard part of IP Office from Automatic Call Distribution ACD and Call Queuing to agents logging on and selecting the groups that they service IP Office Short Codes IP Office Short codes are one of the most powerful facilities within IP Office As well as being used by analog telephones to invoke terminal features Short Codes allow for dialed number translation For example the creation of speed dial numbers call barring and alternate carrier selection Short Codes are used as commands the IP Office to make changes for the user group or system so need to set up with consideration to security The command may need additional information included with it such as for forward the phone number forwarded to Short codes are a flexible and quick way of setting up certain features IP Office has short codes provided by default on the system or more advanced codes that need programming by the system administrator The full set of short code commands are listed below please see product configuration documents for more detail on how to set them up Note as a customer with AVAYeRASA Voice amp Data you will not need to program or even look at these We do all this for you IP Office Short Codes
98. ed with Exchange 2007 server integration Forwarding of voicemail messages to email systems via SMTP VoiceMail Pro client a graphical user interface for programming and configuring applications both locally and remotely e Data base access via Interactive Voice Response IVR for individual business requirements e Audiotex and Auto Attendant services including dial by name e Sophisticated queue announcement facilities e Access and control of voicemail via the digital or IP phone display Visual Voice e 22 supported prompt languages Chinese Mandarin Danish Dutch English UK English US Finnish French France French Canadian German Greek Hungarian Japanese Italian Korean Norwegian Polish Portuguese European Portuguese Brazilian Russian Spanish Castilian Spanish Latin American Swedish Conditions e g test if out of hours Broadcast group messages e Automatic and on demand call recording with an option for ContactStore search and replay of saved messages e Tampering Detection Verified Call Recording e Voice forms questionnaire mailboxes Campaign Manager e Personal distribution lists e Tag information retrieved from a database to a call and delivers it with the call to an agent e Visual Basic VB Script support to allow the configuration of the voicemail system through VB scripts rather than VoiceMail Pro call flows e Text to Speech facilities to allow emails to be read out o
99. elephony Integration CTI is about bridging the gap between the telephone system and business applications On IP Office this is achieved by use of the IP Office CTI Link a CTI middleware product and Software Developers Kit IP Office Computer Telephony Integration CTI uses open standards which gives businesses access to a range of third party solutions For developers migrating their offering from other platforms to IP Office is quick and easy and the advanced CTI features IP Office offers makes it easy to demonstrate full integration and more business benefits IP Office Computer Telephony Integration CTI provides two levels of CTI interoperability IP Office Computer Telephony Integration CTI Link Lite which is free of charge provides all the functionality required to support the vast majority of applications including screen popping and many third party products IP Office Computer Telephony Integration CTI Link Pro provides enhanced functionality including the ability to control multiple telephones and gives access to advanced call centre operations IP Office CTI Interfaces e TAPILink Lite provides first party CTI support for Microsoft TAPI 2 1 and TAPI 3 0 so each PC can control or monitor one phone The software components are supplied with the IP Office system on the User CD Rom and do not required a license key for use e TAPILink Pro provides third party CTI support for TAPI 2 1 and 3 0 These components ar
100. ence published by buddies using Microsoft OCS and which are part of the Google Talk network Users can also set a custom Presence status message that will be published to their subscribers One X Portal MyBuddy Each one X Portal user by default has a MyBuddy entry in his her IM Presence roster MyBuddy is a virtual person that responds to commands entered by the user in his her chat window MyBuddy is always online available has an Avaya Avatar and a status message of Type help for a list of commands This status message is in the IP Office system s defined language Within a MyBuddy conversation window one can type help to get a list of commands and also type help for help specific to that command The commands provided are call management commands such as e missed provides a list of missed inbound phone calls to the user e Find searches the IP Office directory by first or last name prefix and for each match returns the first last name extension and XMPP presence status if known e record records the user s current call 7Y VF olai pte GLLS Coll wl cpl flee aye bLs Ghai Gwe l Slol AF YYA VYY la Sauls AF YYA AAA olas AF YYA Oe i g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA e stop stops recording the user s current call e call from calls the and then the where either to from number can be work cell home or a numeric phone number e follow informs an in
101. er IP Office TAPI Support TAPILink Lite provides the following functionality for TAPI 2 1 lineAddToConference lineAnswer lineBlindtransfer lineCompleteTransfer lineConfigDialog lineClose lineDeallocateCall lineDial lineDrop lineGetAddressCaps lineGetAddressID lineGetAddressStatus lineGetAppPriority lineGetCallInfo lineGetCallStatus lineGetDevCaps lineGetID lineGetLineDevStatus lineHold lineInitialiseEx lineMakeCall lineNegotiateTAPIVersion lineOpen linePark lineRedirect VY VF olad pide GLLS Coll wl cpl flee wee QhLS Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA lineRemoveFromConference lineSetAppPriority lineSetAppSpecific lineSetCallPrivilege lineSetStatusMessages lineSetupTransfer lineShutdown lineSwapHold lineUnhold lineUnpark lineSetCallData lineDevSpecific lineGenerateDigits lineGenerateTone lineMonitorDigits lineMonitorTones The following functions are supported using TAPI 3 0 Answer BlindTransfer Connect CreateCall Disconnect EnumerateAddresses get_Address get_AddressName get_Call get_CallInfoString get_CallState get_Cause get_dialableAddress get_Event get_MediaTypes get_ServiceProviderName get_State Hold Initialize ITAddress ITBasicCallControl ITCallHubEvent ITCallInfo ITCallInfoChangeEvent ITCallNot
102. esigned to simplify the installation and maintenance process by providing an intuitive and user friendly management tool that runs on most standard browsers The new IP Office Web Manager eliminates the need to have windows operating system as it can run on any device that supports standard browsers IP Office Web Manager is designed for the new IP Office Basic Edition also in introduced in R8 2011 IP Office Web Manager Menu Driven Configuration The IP Office Web Manager has a newly designed menu that enhances the navigation The tool is designed to configure tasks or features v s parameters The following menus are supported with the IP Office Web Manager IP Office Web Manager Home A new concept of a homepage or dashboard lets the administrator see a full system view in a graphical way This a very logical view of the system includes port status LED lights Following are the system LED status indicators e Green color Port is connected and correctly configured e Red Port is connected but is either not correctly configured or is down e Grey Port is not connected and is available Mouse over the LED displays a pop up with the configured user with name and extension number The particular user configuration can be edited directly by clicking on the pop up A critical message bar displays any critical alarms Upon clicking on the message the administrator will be taken directly to the relevant
103. evel e Logged off agents showing by default T VF olad pide QLLS oll wl cpl flee wee QhLS glad Gwe lgl AF YYA VYY le Sales AF YYA AAA clos AF YYA A tod info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA Wallboard Statistics abbreviation e Wallboard default statistics names are now 25 characters long e Eliminate truncation that can occur depending on the designed layout and chosen language e League Table ranking qualifiers Top and Bottom are no longer editable Only the statistic name is editable e The 25 character limit doesn t apply when the default statistic name is edited Privacy Support e Ability to mask dialed numbers by agents e Configurable by Administrator in the Preferences section e Mask digits of the outgoing external numbers in the CDR the Trace Report and any Customer Reports using the dialed number field e Set to 0 by default IP Office Covered Call Tone IP Office Covered Call Tone is the IP Office ability for a user to choose how the covered call will alert The benefit is that this keeps the alerting noise low in open plan offices The alert signal ring tone for incoming calls for covered telephones can be set to the following values Ring default Abbreviated Ring and No Ring IP Office Customised Phones As well as the usual dialing keys IP Office digital and IP phones have dedicated function buttons such as Mute Volume Hold Conference and T
104. ew statistic will range from 1 to 999 The Presented call statistic will be available for Real Time browsers like Monitor Dashboard and Wallboard For the Dashboard the Presented Call statistic will be available in all the same graphs where the Answered Call statistics is available Supervisor Report Template Copy A report template can now be copied from one supervisor account to another one That will reduce the time it takes to install and configure an Advanced Edition system as most templates are exactly the same from one Supervisor to the other There will be no checks to make sure that the queues selected for the reports are available to the supervisor receiving the template To copy a template a supervisor must select the template from the report template list and press the Copy button placed to the left of the button at the bottom A dialog box will then provide a list of supervisor accounts that can receive the template Each account that can receive the template can be selected To finalize the copying the OK button must be pressed If the Cancel button is pressed the dialog box will close and the copying will not occur If the OK button is pressed the copying will take place and the dialog box will close when the copying is done Real Time Reporting Enhancements e Logged off agents visible in Monitor views e Logged off agents can be hidden from a monitor view e Configurable at the supervisor account l
105. ewall can be restricted allowed access in four different ways e Drop e No sessions via this protocol will be allowed through the wall e In e Anincoming session can punch a hole in the wall to allow traffic in both directions e Out e An outgoing session can punch a hole in the wall to allow traffic in both directions e Bothway e Anincoming or outgoing sessions can punch a hole in the wall to allow traffic in both directions In cases where a protocol is not supported by default the firewall can be customized to control packets based on their content IP Office allows the configuration of as many firewalls as needed through IP Office Manager This permits different security regulations to be applied to individual dial in users and data services IP Office Follow Me The IP Office Follow Me To facility allows a user to take their calls from another location whether this is an internal or external number This feature can be set at the user s extension via Phone Manager or via One X portal The Follow Me Here facility allows a user to take their calls from another extension This feature can be set at the destination extension In both cases if the redirected call receives busy tone or is not answered then the call behaves as though the user s extension had failed to answer and will follow the user s Forward settings IP Office Follow Me is similar to IP Office Forwarding except that the destination can only
106. eys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call IP Office Call Queueing Queuing allows calls to an IP Office hunt group to be held in a queue when all extensions in the group extension List are busy When an extension becomes free the queued call is then presented The definition of queued calls now includes ringing calls and calls waiting to be presented for ringing The queue limit can be set to control the maximum number of calls to wait against a hunt group While queuing if Voicemail is operational the caller will be played the announcements for this hunt group IP Office Call Reclaim IP Office Call Reclaim is the IP Office ability to recover or reclaim the last call that was at your phone but is now ringing or is connected elsewhere If you just miss a call and it goes to voicemail or call coverage you can get the call back while it is still being presented or connected through IP Office This is a special version of the Acquire Call feature that only applies to the last call at your extension IP Office Call Recording IP Office with VoiceMail Pro the voicemail package included on our bundles has free inbuilt call recording Tamper proof this will record your call save the recording to your mailbox your g
107. feature the user must be configured as a member of the hunt group by the systems administrator it is not possible for a IP Office user to arbitrarily join a hunt group that they have not been identified as a member of IP Office Idle Line Preference IP Office Idle Line Preference provides the ability to select a specific external line for companies that prefer to work in key system mode With IP Office idle line preference set going off hook will select the first Idle line appearance and the user will be connected to an outside line IP Office Incoming Call Routing VF olad pide QLLS Coll wl cpa flee wee bLs glad Gwe Traditionally incoming calls used to be presented to an operator who then decided where to pass the call IP Office supports intelligent incoming call routing capable of making routing decisions based on F Lun slg AF YYA VYY le Sagl AF YYA AAA clus AF YYA A i ig info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA a number of criteria The system currently supports incoming call routing based on the calling parties telephone number or CLI ANI This could even be part of the number received such as an area code routing based on presentation digits from the exchange such as DDI DID or ISDN MSN routing based on sub address and routing based on the service type i e Voice Call Data Call etc It is even possible to look for multiple criteria so for instance an IP
108. features you need while helping keep on going total cost of ownership low Avaya 3500 Specifications The Avaya 3500 Ethernet Routing Switch ERS has not been released yet and details are for the time being confidential As soom as it is released we will update this page However the Avaya 3500 Ethernet Routing Switch ERS will deliver Cost effective Fast Ethernet and Gigabit Ethernet connectivity for small offices and SMEs Various fanless options for quiet operation in retail classrooms boardrooms hotels etc Best in class stackable chassis enabling true pay as you grow scaling in service maintenance and restoration and centralized management 4 Convergence friendly features including plug and play capabilities for IP phones automatic QoS provisioning and industry standard Power over Ethernet and Power over Ethernet capabilities 5 Lower Total Cost of Ownership through simple stacking operations an energy efficient design and lifetime warranty capabilities 6 Cost effective standards based unified access control through integration with Avaya Identity Engines Avaya 3510 Switch The Avaya 3510 Ethernet switch is perfectly suited to small remote branch offices of enterprises aN a VF olad pide GLLS Coll wl cpa flee wee QhLS ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA Ideal
109. for users using a SIP endpoint in a small community network a consistent methodology between SIP and non SIP endpoints is used to deliver those features IP Office SIP Location Service As users roam the network needs to be continually aware of their locations The location service is a database that keeps track of users and their locations The location service gets its input from the registrar server and provides key information to the proxy and redirect servers IP Office provides hotdesking support delivering a similar functionality but working consistently between SIP and non SIP endpoints IP Office Redirect Server If users are not in their home domains sessions bound for them needs to be redirected to them The redirect server maps a SIP request destined for a user to the device closest to the user In IP Office call forwarding and Follow me functionality is used to provide again consistent functionality between all type of endpoints IP Office SIP endpoints SIP endpoints are supported on IP Office for Voice Audio and Fax T 38 communication This allows the usage of standard compliant IP telephones using the open SIP standard giving customers a choice of endpoints of different manufacturers including special purpose devices like conference telephones hotel telephones or terminal adapters There is a wide variety of SIP endpoints that work with IP Office SIP Endpoint support is fully integrated into IP Office
110. from getting saved Quick Inline editing also helps configure change settings easily yy VF olad oie QLLS Coll wl cpa flee ae bLs Ghai Geol AF YYA VYY lo Fans AF YYA AVA cles AF YYA Oe o ig 292 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA
111. g call and answers the waiting call With IP Office call waiting if a user is busy on a call they can chose to have another call wait for them until they become free The user will be made aware that a call that is waiting for them by a call waiting tone and by using Phone Manager they will receive additional information to assist them to decide which conversation they wish to continue with IP Office ContactStore IP Office ContactStore represents an IP Office call recording level over and above IP Office Voicemail Pro IP Office ContactStore stores and catalogs recordings so that they are easily accessible for later retrieval Any recordings that you instruct IP Office VoiceMail Pro to send to the Voice Recording Library are placed in a database IP Office ContactStore is provided with the IP Office VoiceMail Pro software DVD set and has an inbuilt 45 day trial license A fully featured IP Office ContactStore system can be installed and used for 45 days from the creation of the first recording After this time the system will stop taking recordings until a license is purchased and installed onto the IP Office IP Office ContactStore has a number of components these are An MSDE database into which details of all recorded calls are inserted A browser based call search and replay application A browser based system configuration and status monitoring application Disk space management Oldest recordings are automatic
112. g this User is no longer ringing or connected on the system the feature will fail With a number where the number is the telephone number of an IP Office user who currently has the call to be acquired e Ifthe IP Office user has a call ringing or waiting IP Office Service Desk Acquire Calls will act like the Call PickUp Extension short code and the user executing Call Steal will be connected to the oldest ringing waiting call e Ifthe IP Office User has a connected call with no call waiting and the Intrude settings of the two Users allow it the call will be connected to the user executing the Acquire Call and the other user will be disconnected e Ifthe IP Office User does not have a call the feature will fail IP Office Service Desk Alert With IP Office Service Desk Alert when the number of calls queued against a hunt group exceed a threshold the system can be configured to alert at a selected analog extension port Typically the User to Alert will be a loud ringer or other alerting device The alert does not present a real call IP Office Service Desk Login v4 VF olad the GLLS Coll wl cpa flee ae bLs glad Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA A service desk agent function login is required before the agent is able to make or receive calls from their phone A login idle period can be specifi
113. ge server IP Office Manager IP Office Manager is IP Office s main configuration tool a simple to use yet comprehensive Windows GUI for IP Office installation configuration and subsequent moves and changes As with all IP Office applications IP Office Manager is multi lingual and coupled with the ability to use the application both locally and remotely it is possible for an administrator to manage any of their IP Offices from any country using their local language preference Access to each IP Office is protected by passwords and definable user rights This allows IP Office Manager to operate according to any administrator s level of expertise IP Office Manager operates on a local copy of the IP Office configuration file Configurations are prepared and reviewed off line ay VF olad pide QLLS Coll wl cpa flee ae QhLS ole ool sl T AF YYA VYY be Sauls AF YYA AVG clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA before committing to the IP Office This has the benefit of ensuring a backup copy of the system configuration is always available for disaster recovery IP Office Manager has a built in audit trail that tracks changes to the system configuration and who has made them IP Office Manager can display the audit trail to assist with problem resolution The audit trail records the last 15 changes in the configuration and records the following elements
114. ger for each IP Office user Only authorized users can use the coach whisper feature Default setting is off IP Office Simple Management The IP Office system phone system router firewall DHCP server is easily managed through the IP Office Manager IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP IP It can be on the same LAN as the IP Office remote on the WAN or connected via the Remote Access Server with a Telephone Adaptor Router or the optional internal modem The System Status application is a useful diagnostic tool that provides enhanced details about equipment and resources in the IP Office system This includes indication of alarms and details of current calls in progress for local or remote diagnostics IP Office Simplified Manager IP Office Simplified Manager runs IP Office in Quick Mode IP Office Essential Edition operates in two modes namely Quick Mode and Standard Mode Standard mode is the current mode of operation of IP Office and is managed using the current Windows GUI based thick client The Quick Mode is managed by the Simplified Manager a flavour of IP Office Manager designed to reduce the installation times specifically for Sub 20 type deployments This is achieved by enabling configuration of features important for this market segment The Quick Mode further supports two sub modes namely Key Telephone System KTS Quick Mode and PBX Quick Mod
115. h can quickly give information to internal callers about a person s availability IP Office Call History yy VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA Call history gives users access to a list of called received and missed calls from the phone and or IP Office applications IP Office keeps a record of calls made and received including unanswered calls Details are store for both users maximum 30 entries and hunt groups maximum 10 entries The method of operation varies according to the phone type but in all cases the call records can be used for return calls With IP Office Release 6 a centralized call log is supported by 1400 1600 and 9600 Series phones not 1403 or 1603 1603SW and one X Portal for IP Office leading to consistency between the two 5400 Series and 5600 Series call logs are stored on the phone One X Portal for IP Office accesses the centralized call log and therefore presents a record of all calls even if the user s PC is switched off when a call is received Call log entries can be added to the personal directory IP Office Phone Manager maintains a call history record of the user s last 100 calls The application must be running to record call history Phone Manager Lite can display call history for all calls and missed calls only Phone Manager Pro can disp
116. hancements CCR Silent Intrusion IP Office Silent Intrusion is available with Essential Edition and enables users on a call to intrude and listen depending on the configuration of the end users i e whether Coaching Intrusion or Whisper Page is used Coaching intrusion and Whisper page cannot be done on an idle user It may be done for internal calls or with external calls The Coaching or Whisper Page Silent Intrusion feature allows an authorised user to intrude in any internal and external call Coaching intrusion is primarily a call centre feature supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation The caller may still talk to the agent but will not hear what the supervisor is saying The agent will be able to hear both the caller and the Ya VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA supervisor This is useful when the agent needs support training or when the supervisor needs to intrude to give instructions to an agent Silent Intrusion or Whisper Page can be effective in a scenario where a secretary intrudes into a call of his her boss to whisper that a very important customer is waiting The boss hears his her secretary while talking to the caller but the caller will not be able to
117. he conference The host can also publish a document for review on the Web client This would need to be a document saved in html format e g PowerPoint presentation or an Excel spreadsheet or simply a website URL When presenting the document the host has the ability to synchronize the document to all participants e g change slide as long as he resides within the same domain as the Power Conferencing server this is a Microsoft limitation Delegates can be located anywhere on the Internet or across an Extranet Va VF olad the GLLS Coll wl cpa flee ae QhLE Ghai Geol sl T AF YYA VYY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA IP Office Personal Fax Number IP Office Personal Fax Number is the IP Office feature in which individuals and departments can have their own fax numbers When an incoming fax is received on an IP Office personal fax number DTMF tones which identify the individual are passed to the fax server This feature allows many users departments to share a fax server which could have as few as one or two lines Alternatively fax machines can be connected to any extension port on the phone module IP Office Phone System Queue The IP Office phone system queue feature allows calls to a hunt group to be held in a queue when all extensions in the group extension list are busy When an extension becomes free the queued cal
118. he Avaya IP Office Compact Contact Centre is modular and caters for all contact center sizes from 2 to 75 agents The following modules are available with the application Compact Call Center Server e Base System Provides one supervisor position with real time information view Management by exception and historical reports for any aspect of the contact center Up to 73 standard reports can viewed or printed Also included are reporting capabilities on 5 agents and one license for a PC Wallboard PCWB application Real Time Supervisor Monitoring e Call Center View As many as 21 supervisor CCV positions can be used in Avaya Compact Contact Centre please note MSDE installations can only be supported up to 5 supervisor positions This provides a supervisor with the ability to monitor in real time the service being provided to callers There are up to 12 separate real time graphs that can be viewed by the supervisor Alarms also appear in real time prompting the supervisor to acknowledge them as they occur Phone Manager Pro e Agent Enabled Provides agents with a PC CTI application where they can log in join groups and go into busy status when they are unable to accept calls for short periods so no special turrets are needed Avaya Compact Contact Centre and Phone Manager allow Agent working on any wired IP Office extension type Phone Manager PC Softphone can be used in agent mode as well without the need for a physical telephone Alarm
119. he DECT network Helps discourage hacking DECT Encryption Standard encryption of DECT communications Prevents unauthorized eavesdropping by 3rd parties Ya VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA e The Dynamic Channel Selection and Allocation mechanism of DECT guarantees that radio links are always set up on the least interfered channel available e High quality voice communications IP Office Coverage To Operator Using IP Office coverage to operator an operator or a group of operators can be configured to provide coverage for external calls that would otherwise go to voicemail With this IP Office feature any unanswered calls will be routed to an operator or a Group of operators For example high value clients can be set to be provided a personal service rather than voicemail IP Office Customer Call Reporter CCR Available with IP Office Advanced Edition IP Office Customer Call Reporter CCR for Agents and Supervisors provides a wealth of information through intuitive easy to use interfaces and tools Whether a business has a traditional call center or simply people who answer phones valuable data in customer calls can help improve customer experiences and deliver greater revenue and more satisfied and loyal customers Businesses that understand how communications can enhan
120. he IP Office Customer Call Reporter server Within the supervisor client a user can program up to 3 different views of their call center This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views For example assume that a call center supervisor is responsible for the following hunt groups in IP Office Computer Sales 201 Monitor Sales 202 Warranty Service 203 and non Warranty service The Supervisor can create two separate views entitled sales and service and compare the number of calls length of call etc This allows a supervisor to see a whole system as it relates to the business function sales service The Supervisor views are private and can only be seen with a login A view may be created that shows the system with all the agents specific Hunt Group and Agent statistics as well as Alarms and Warnings Each of the three views are summarized and made available to any Agents when they login and select their corresponding Supervisor IP Office CCR Alarms The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage their call center activity As parameters move from a normal to alarm state the color of the field within the realtime view will change depending upon the level of alarm white for normal yellow for caution red for alarm and blue for alarm acknowledged IP Office R8 CCR En
121. he best circuit possible Call through local PBX with DISA by using DTMF technology Direct call from SIM as a standard mobile device White Black Lists configurable Emergency numbers The IP Office Blackberry client can control all inbound calls and forward conditional and unconditional incoming calls IP Office Blackberry Client Call Features The IP Office Blackberry Client intercepts all calls allows to place calls from any application like original pad of the mobile e mail SMS Google maps and provides service messages when needed A hidden mode works in combination with Intercept all calls In this case the IP Office Blackberry client is completely hidden in call through mode and works in background transparency mode Service messages are not provided anymore With Call back mode and is shown only while call is ringing to provide service messages Replace Phone on the IP Office Blackberry Client allows you to make the usage of IP Office Blackberry client mandatory Allows your company to control mobile phones like they were desk phones Very useful to replace DECTs Emergency numbers are automatically called directly via SIM and LCR Least Cost Routing allows users to route calls automatically through IP Office Blackberry client or directly through SIM card It is based on corporate decisions or set just to send calls via the cheapest circuit The IP Office Blackberry client has the most used features
122. he softphone delivers a centralized call log synchronized with many IP Office telephones as well as a number of collaboration features like presence status indication and instant messaging one X Portal can be used with the standard deskphone while working in the office and switched to softphone when working remote Details about IP Office Softphone can be obtained by arranging a demo with AVAYeRASA Voice amp Data Gq VF olai the QLLS Coll wl cpl flee wee bLs glad Gwe Slol AF YYA VYY la Sauls AF YYA AVY clas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Speakerphone Dialing IP Office Speakerphone Dialing is a feature present on IP Office digital and IP Office IP phones and allows the user to make calls by just dialing the number on the keypad without having to lift the handset or pressing a speaker button Usually the call progress can be monitored using the speaker in the phone on phones that support hands free the whole conversation can be had without having to lift the handset IP Office Speed Dial IP Office Speed Dials can be created using Short Codes for system wide or individual use IP Office Short Codes are one of the most powerful facilities within IP Office As well as being used by analog telephones to invoke terminal features Short Codes allow for dialed number translation For example the creation of speed dial numbers call baring and alternate c
123. he supervisor has two different telephones The supervisor s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time the call will be delivered to available coverage buttons if applicable and then Voicemail if applicable The following features are supported with internal twinning Follow Me To Follow Me Here Forwarding Do Not Disturb inc exceptions Context less hunt group actions Membership Service Status Fallback Group configuration Voicemail On Off Access Call Log Central Call Log for T3 and 1400 1600 9600 telephones only Redial Central Call Log for T3 and 1400 1600 9600 telephones only Personal Directory Entries for T3 and 1400 1600 9600 telephones only IP Office CCR Customer Call Reporter IP Office Customer Call Reporter is a server based contact centre product designed explicitly for small businesses Drawing upon the latest web and design technologies IP Office Customer Call Reporter introduces significant new capabilities to effectively and efficiently manage a single site call centre environment The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single server without the need for any client software deployment Administration and management of the call centre is carried
124. he use of the TTS speech engines supplied as part of the IP Office Voicemail Pro software set Multiple licenses can combined for the number of simultaneous uses of TTS required up to the number of voicemail channels licensed e Networked Messaging License IPO LIC NTWKD MSGING RFA LIC DS 182297 Voicemail Pro Networked Messaging VPNM can be used between separate IP Office systems each with their own Voicemail Pro server to exchange messages left for different mailboxes This option is not supported within a Small Community Network SCN but can be used between separate SCN networks IP Office PRI Card The IP Office IP500 T1 PRI Card 700417439 allows you to add functionality and save money by adding T1 and PRI to your IP Office system IP Office PRI Card Supported by all releases of the IP500 Supports up to 24 T1 PRI Channels Comes with 8 channels enabled Additional T1 and PRI Channels enabled by RFA Also supports E1 Max of 4 cards per IP 500 system This daughter cards sits on VCM or Phone or Digital extension base card IP Office Private Call The IP Office Private Call facility means that users can set a status of private call using short codes or a programmed button IP Office Private calls cannot be recorded intruded on bridged into or monitored vr VF olad oie QLLS Coll wl cpl flee wee bLs glad Geol l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAA
125. heir main message store they can forward their voice messages to their email and collect them via their email account IP Office messaging applications are a good tool to ensure that every call is answered even after hours or when everyone is busy and that messages are properly and efficiently managed Employees stay connected to the business at all times from any location helping customers reach the right person extension or department which can lead to improved customer satisfaction Employee efficiency and productivity are maximized as calls are appropriately routed and quickly handled during peak call periods IP Office visual voice provides quick access to voicemails and commonly used messaging features IP Office Mobile Call Control f VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYA VYY be Sauls AF YYA AAA cles AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Mobile Call Control allows a user who has answered a twinned call on their mobile cell phone to dial a DTMF sequence star star to put the call on hold and receive IP Office system dial tone The user will then be able to perform supervised and un supervised transfers shuttle switch between held calls and conference Conference add and transfer to a meet me conference Mobile Call Control is a mobility feature similar to but independent of one X Mobile It allows any mobile phone use
126. hite for Normal state Yellow for Caution Red for Alarm Blue for Alarm Acknowledge e Historical Call Reporting using templates Agent Summary Report Call Details Report Call Summary Report Trace Reports Alarm Reports Voicemail Reports e Customize over 100 reports using common fields Name Subject Call Type Reporting Period etc and through use of wildcards e Report format Adobe Word Excel Rich Text or Crystal e Email report in format of recipients choice IP Office Customer Call Reporter Ease of Use The intuitive and easy to use browser based interface makes call handling a snap Click to dial transfer hold conference and more Access hundreds of speed dial entries Supervisors get point and click drag and drop convenience for real time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports Through customizable views set by their supervisor agents can see a wide range of information to help them budget their time based on workload call queues and agent availability including number of calls on hold or in progress lost calls number of agents logged in out and more When an agent knows that no callers are waiting in queue he or she can spend more time with customers building relationships generating more revenue and enhancing overall customer satisfaction and loyalty IP Office Customer Call Reporter Customizable Reports Customer Service Super
127. ication solutions for a range of user types within the organization With an appearance and functionality similar to that of the well established Avaya 9600 Series IP Deskphones the 9500 Series can be deployed in mixed digital IP telephony environments and are an ideal choice for companies wanting to add digital endpoints with a consistent look and user experience to their existing portfolio The 9500 Series smart design crystal clear sound and productivity features make these phones an easy choice for companies looking to gain strategic competitive advantage from their communications infrastructure IP Office Phones 9600 Series The Avaya 9600 IP Phone line of powerful deskphones offers top end features the best in modern telephony including brilliant audio quality low power requirements customizability and performance The phones feature context sensitive graphical interfaces and large color touchscreens which deliver increased call control while simplifying the traditional telephone experience Avaya 9600 Series IP Deskphones help boost productivity while increasing worker satisfaction turning a business phone system into a competitive advantage The 9600 Series works with the Avaya Aura and IP Office platforms and can be used from headquarters remote locations or home offices IP Office Phone Manager IP Office Phone Manager is a fabulous desktop communications application available in three versions IP Office
128. ice supervisors to track measure and create reports for agent or a group of agents productivity via a web browser interface The IP Office Customer Service Supervisor license enables a supervisor to use IP Office Customer Call Reporter Up to 30 supervisors can be licensed on IP Office Customer Call Reporter IP Office Data Communication For offices with basic data networking needs IP Office can provide a complete data communications and networking solution Internet Access Firewall protected leased line or dial up connectivity via PRI T1 or WAN port high speed dialed access direct leased line connections for high usage and Web site hosting integral security and efficient access to information and a larger business presence via the Web Routing Integral Static or Dynamic RIP I II routing for both Internet and Branch to Branch solutions Security NAT Network Address Translation and built in firewall to protect your internal network and IPSec support allows secure VPN data transmission across public IP Networks using 3DES encryption DHCP Automatic IP address allocation for local and remotely attached PC s and other devices including IP phones Remote Access Server Access to local LAN servers via optional two channel V90 modem or digital trunks individual firewall security access control per user and standards based security enable remote workers
129. ific feature code e Personal Productivity amp Collaboration offers a Busy Lamp Field and Direct Station Select which allows users to customize the application to reflect the status of their department immediate colleagues or the whole company as desired IP Office Phone Options IP Office supports multiple phones A dedicated IP Office phone gives advantages over non Avaya equipment In summary e IP Telephones e IP Office supports Avaya 1600 and 9600 Series IP telephones and Phone Manager PC Softphone e Digital Telephones e IP Office supports Avaya 1400 and 9500 Series digital telephones e Analog Phones e IP Office 8 16 or 30 Expansion Modules support standard analog phones faxes and modems with support for calling line identification and message waiting indication where these services are provided e Wireless Telephones FA VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA e Avaya IP DECT base stations can be added to support the Avaya IP DECT telephones The IP Office Digital Station interfaces support the Avaya 3810 telephone The Avaya 3600 series wireless VoIP telephones are also supported SIP Telephones e IP Office supports a wide variety of SIP devices Contact AVAYeRASA Voice amp Data for further details Conferencing Telephones e IP Office has its own range of
130. ificationEvent ITCallStateEvent ITMediaSupport ITTAPI ay VF olad oie GLLS Coll wl cpl flee wee QhLS ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA ParkDirect Put_EventFilter RegisterCallNotifications SetCallInfoBuffer Shutdown SwapHold Transfer Unpark TAPILink Lite can be used from C C and Delphi Visual Basic cannot directly use TAPI 2 1 but does support TAPI 3 0 without any third party tools TAPILink Lite provides detailed information on telephony events including the ability to screen pop based on CLI and or DDI IP Office TAPI Device Specific Data Absent message id Absent message set flag Absent text Call waiting on flag Can intrude flag Cannot be intruded upon flag Do not disturb exception list Do not disturb flag Follow me number Force login flag Forward hunt group flag Forward number Forward on busy flag Forward on busy number Forward on no answer flag Forward unconditional flag Inside call sequence number Login code flag No answer timeout period Number of groups that the user is Number of groups that the user is a member of that are currently out of service Number of groups that the user is a member of that are currently outside their time profile Number of groups the user is a member of Number of groups the user is currently disabled from Number of unr
131. ign This number can be pre programmed under a DSS key and used by agents to access the campaign If the DSS key incorporates a BLF lamp that lamp is lit when new campaign messages have been left Agents then transcribe the caller s answers into a database or other records IP Office for the Campus Warehouse amp Factory IP Office offers various solutions for users working at a campus warehouse and factory who have a need to be accessible all over site IP Office Wireless IP Office Wireless Solutions include DECT and Wi Fi based wireless IP telephones These are solutions that keep communication costs firmly under control and integrate seamlessly with IP Office Wireless has various obvious benefits e The wireless telephone is carried in the pocket so users are not tied to the desk in order to remain in contact e Users may be contacted instantly to speed up decision making with an immediate response to problems through planned radio coverage with no blind spots e Once installed the solutions do not incur additional cost like mobile telephones would do allowing a tight budget control IP Office supports the following wireless solutions e DECT R4 the DECT based solution for IP Office Running in a separate reserved frequency range this solution provides best in class voice quality and is totally interference free from other radio equipment Details on this solution portfolio can be ob
132. ilbox before they can listen to their voicemail Users have the ability to set and change their own PIN codes When a voicemail needs to be forwarded to other users VoiceMail Pro provides many options e Voicemails can be forwarded to another mailbox or group of mailboxes e Recipients can add their comments to the voicemail before forwarding to another mailbox or mailboxes e Voicemails can be forwarded as email WAV attachments All options are available in a choice of languages both spoken voice prompts and graphical programming interfaces and have the choice of IP Office TUI and INTUITY emulation TUI 44 VF olad pide QLLS Coll wl cpa flee wee bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Voicemail Pro Features Personal voice mailbox for users and hunt groups Personal Numbering follow me e Extended personal greetings to customise the information presented to a caller based upon the availability of a user e Unified Messaging UMS offers voice mail email synchronisation between the VoiceMail Pro server and the email client e UMS Web Access allows access to voice mails via a web interface from an internet browser e UMS integration of VoiceMail Pro with Microsoft Exchange 2007 Server for full message synchronization e Enables mobile messaging integration e g Blackberry when us
133. ile phone like for example Outlook Mobile on Windows Mobile devices At the low end of the range of mobile messaging options is the simple voicemail to email forwarding using SMTP which is standard with both the Essential and Preferred Edition Read more about IP Office Mobile Messaging IP Office Mobile Twinning IP Office Mobile Twinning enabled using the IP Office mobility license gives the ability to use a mobile as an extension of your office phone This allows users to offer a one number approach while also controlling their accessibility letting users be more mobile whether in or out of the office IP Office Mobile twinning can be used for mobiles or any other external number eg home phone home workers and requires no additional IP Office Hardware In practical terms the one number approach adopted and promoted within Avaya IP Office means that companies don t become dependant on the mobile numbers of their employees For example if a salesman leaves his her position the company will not lose business contacts because the call still goes to the company phone number rather than the employee s mobile number Read more about IP Office Mobile Twinning IP Office Mobile Call Control IP Office Mobile Call Control allows a user who has answered a twinned call on their mobile cell phone to dial a DTMF sequence star star to put the call on hold and receive IP Office system dial tone The user will then be able
134. in remote locations on a SCN home office etc IP Office amp Video All IP Office Video communication is end to end meaning that IP Office does not natively manage or perform a Video conferencing Video endpoints can make calls to all telephones and trunk lines on IP Office analog digital IP but will work as audio devices only when calling these telephones They can also receive audio calls from these telephones lines Video needs a high bandwidth in the network depending on codec Video quality it can be up to 1 Mbit sec Through planning of the capacity it has to be assured that there is sufficient bandwidth available for both audio and video A network assessment is mandatory and has to take the bandwidth requirements into account Please refer to the details of the product s to be used for exact Video requirements All IP Office video connections being secure end to end IP Office does not negotiate e g Video Codes this will be done by the Video endpoints via IP Office only The Video capability is therefore depending on the used devices IP Office works with both H 263 as well as H 264 Codecs Video calls have limited functionality While with most devices hold and transfer works this is of course depended on the tested device IP Office feature access codes are available for Video telephones and e g call forwarding will function with Video devices Forward to voice mail will work but will only record audio streams no Video calls
135. ing call appears on the phone e The G 722 Codec is included in the softphone e Support for Apple Macintosh PCs is now included Unlike MS Windows version of the softphone the Mac version will only support English IP Office Voicemail Pro IP Office VoiceMail Pro is enabled by the IP Office Preferred Edition and is the most advanced messaging and call flow application for IP Office systems It can handle up to 40 simultaneous calls depending on license and system settings Each user has the option of turning their voicemail on or off When on the system automatically answers their telephone when they are not available to take a call plays a personal greeting and records a message When a message has been left the user will see a message waiting lamp lit on their telephone and can press a retrieval button to collect their messages VoiceMail Pro can also ring the user to deliver any new messages Voicemail messages are time and date stamped and the caller s number recorded VoiceMail Pro can be configured to delete read messages automatically unless the user chooses to save the message permanently Voicemails can be collected remotely by dialing into the VoiceMail Pro server If the number the user is dialing from is recognized home number or mobile cell phone for example the user will listen to their voicemail straight away If the source number is not recognized the user will be prompted for a mailbox number and a PIN code for that ma
136. ireless cordless solution to mobile employees within a building across a campus or throughout a large facility such as a hospital Consisting of lightweight wireless handsets portable parts and associated radio base stations radio fixed parts Avaya IP DECT solutions use tried and true standards based technology that scales to support a large number of users Avaya IP DECT cordless solutions are doubly useful for those needing high quality wireless voice communications while keeping voice and data on separate enterprise wireless Protection from eavesdropping and unauthorized network access Reliable wireless voice communications despite heavy wireless LAN or other radio traffic High densities of wireless voice users can be supported Low cost of installation and implementation Avaya IP DECT solution is built on mature standards based DECT technology Delivers reliable secure high quality enterprise voice communications Seamless handover enables active IP DECT voice calls to traverse Radio Fixed Part RFP ranges without interruption Reduces dropped calls and associated inconvenience DECT s dedicated frequency range reduces the potential for radio frequency interference from other sources Can deliver better voice quality than alternative technologies that operate in a crowded frequency band Portable Access Rights Key PARK and International Portable Equipment Identity IPEI together ensure that only authorized handsets access t
137. is sent with the voicemail as attachment and the original voicemail is deleted from the server e Email alert An alert alert is sent to the IP Office user without any attachment Attachment stays on the server Little touches such as these set the AVAYeRASA IP Office phone system bundles apart from the rest yd VF olad oie GLLS Coll wl cpa flee ae QhLS glad Geol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office VoIP Technological innovation is changing the way we communicate This time it is coming in the form of changing the way telephone calls are transmitted It brings with it several new capabilities that change the meaning of the phrase telephone call through the use of Voice over Internet Protocol VoIP Basically VoIP means voice transmitted over a packet data network VoIP is often referred to as IP Telephony because it uses the IP protocols to make possible enhanced voice communications throughout the world wherever IP connections have been delivered IP Telephony unites a company s many locations including mobile workers into a single converged communications network Telephony calls using VoIP go above and beyond what s been possible in the past When it comes to placing telephone calls VoIP provides a range of support services and features unequalled in the world of telephony but above all deliver them at low c
138. l sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office r8 SIP Trunking Enhancements Service Providers continue to broaden their SIP trunk offerings and SME customers are increasingly evaluating and adopting SIP trunks IP Office R8 0 responds to these market trends with several new SIP trunk capabilities designed to simplify and address a wider set of implementation scenarios SIP Trunk Harmonisation In prior releases of IP Office there were several differences between features supported with SIP trunks in Standard Mode vs Partner Norstar Mode R8 includes additional alignment of features between the various modes of operation thus increasing the flexibility to deploy SIP trunks in an increasing number of IP Office installations Early Media and Support for PRACK SIP trunks can be configured to support early media by adding 100rel to Supported header in the INVITE This allows support for in band announcements such as branding from discount or bulk long distance providers caller comfort in terms of progress indications when extraordinary wait times are inherent in the call scenario for instance when trying to locate a cell phone as well as the ability to provide country specific ring back and other progress tones This feature also facilitates the ability to set up conferences in the IP domain before call answer for instance in certain ca
139. l back provides it can also be an excellent method of consolidating remote access vF VF olai oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be Sauls AF YYA AVG clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA charges onto the central office telephone bill In addition to remote access from Telephone Adaptors all ATM4 trunk cards including the IP500 V2 Combination Card ATM support switching of the first analog trunk to an integral V 32 modem for remote access IP Office Remote Hot Desking IP Office Remote Hot Desking is the ability for a user to Hot Desk to other locations within the Small Community Network Available on IP Offoce digital analog and IP phones a user can make and receive calls from any office as if using the phone on their own desk This leads to single numberusage improved mobility and easy access to familiar features With IP Office Remote Hot Desking the user has access to the centralized system and personal directory as well as their call log 1400 1600 9600 Series and T3 phones only a useful feature for consultants managers lawyers working on different offices on different days IP Office supports remote hot desking between IP Office systems within a Small Community Network SCN The system on which the user configured is termed their home IP Office all other systems are remote IP Offices No additional licenses are required to supp
140. l is then presented The definition of queued calls now includes ringing calls and calls waiting to be presented for ringing The queue limit can be set to control the maximum number of calls to wait against a hunt group While queuing if IP Office Voicemail is operational the caller will be played the announcements for this hunt group Queuing a transferred call to a busy extension when transferring a call if the destination extension is busy and the caller wants to hold for that person the call can be queued against the extension until the extension is free The transferee is no longer involved in the call IP Office Power User The IP Office Power User User Profile is targeted at key knowledge workers with the need for both Mobile Worker and Teleworker functionality The Power User license enables a user to use one X Portal for IP Office Softphone all Mobility features and Unified Messaging Service UMS IP Office Preferred Edition Many solutions applications and features on IP Office systems are licensed and only operate when a valid license is detected This includes features within IP Office applications running on PCs connected to the IP Office system Editions are really just license bundles which encompass various related softwares Licenses are 32 character strings derived from a unique serial number for the IP Office system which will be using the license The unique serial number is taken from the Feature Key device
141. l talk to the agent but will not hear what the supervisor is saying The agent will be able to hear both the caller and the supervisor This is useful when the agent needs support training or when the supervisor needs to intrude to give instructions to an agent Silent Intrusion or Whisper Page can be effective in a scenario where a secretary intrudes into a call of his her boss to whisper that a very important customer is waiting The boss hears his her secretary while talking to the caller but the caller will not be able to hear the secretary This feature can be set through the IP Office manager for each IP Office user Only authorized users can use the coach whisper feature Default setting is off Real Time Monitoring amp Historical Report Enhancements IP office R8 0 delivers the following real time monitoring and historical reporting enhancements 15 30 minutes reporting Agent Performance Factor APF in the Agent Time Card Report SYSTEM Statistics enhancements Real Time Presented Calls sum of Calls Answered Calls Lost Monitor and Wallboard e Supervisor Report Template Copy Options for 15 30 minutes reporting in addition to the Hour Day and Week grouped reports R8 0 is providing the option to group reports in 15 and 30 minutes increments for the Call Summary Report the Call Detail Report and the Advanced Edition Voicemail Report Following the same logic as the hour grouping if grouped by 15 minutes the
142. lai oie LLS Coll al oal Jha aw bLs ole ool l Slol AF YYA VYY la Sauls AF YYA IAA clas AF YYA Oe i bod info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA e Call Log Central Call Log for T3 and 1600 phones only e Redial Central Call Log for T3 and 1600 phones only e Personal Directory Entries for T3 and 1600 phones only IP Office iPhone Client Integrating your iPhone with IP Office couldn t be easier By using the Iphone client users can set their Iphone to behave just like an extension at the office and by combining a premicell onto your IP office installation calls to mobiles become free using your office phone number The IP Office Iphone application supports all the basic call features that you need to use the iPhone as your main mobile phone e Dial Tone Provide IP Office dial tone to the user Similar to Mobile Call Control e Active Appearance Call Select Attempt a call acquire steal on the user s primary extension If there is no active or ringing call to acquire give IP Office dial tone e Automatic Callback Set a ringback when free when calling an IP Office extension number that does not answer or returns busy e Call Forwarding All Calls Switch forward unconditional on e Call Forwarding Busy Switch forward on busy and forward on no answer on e Call Forwarding Deactivation Switch all forwarding off e Call Park Park call on the IP Office using the user s extension
143. lay call histories for all calls missed calls inbound calls and outbound calls Entries in the call history can be used for return calls sorted and added to the Phone Managers local directory or speed dials e Missed calls are easily tracked and can be returned e Call log data is retained even after power down and a system reset 1400 1600 9600 T3 and one X Portal for IP Office e Centralized call log is supported in the SCN when using hotdesking 1400 1600 9600 T3 and one X Portal for IP Office e Consistency between desktop phones and user productivity application 1400 1600 9600 T3 and one X Portal for IP Office IP Office Call Hold An IP Office call may be placed on hold with optional Hold music A held call cannot be forgotten as it is presented back to the extension after a timeout set by the system s administrator The IP Office can provide music on hold MOH in from either an internally stored file or from an externally connected audio input IP Office Call Intrude The IP Office Call Intrude feature allows a user if permission through IP Office Manager is given to join an existing conversation whether this is an internal or external call All call parties are put into a conference and can talk to and hear each other A user with the Can Intrude option can join a call on any extension on the system however a User with Cannot be Intruded setting would prevent others from joining their ca
144. ll IP Office Call Logging VF olad oie QLLS oll wl cpl flee wee bLs Ghai Gwe For IP Office call logging we recommend Tim Call Logging Software The features include unlimited user configuration graphical reports user definable filters and live presentation of call statistics A yY Lun lol AF YYA VYY le Sales AF YYA AAA clos AF YYA A tod info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA full range of selection and sort criteria are available for each report allowing the user to tailor reports to corporate or individual needs In essence this makes it possible to monitor all activity and have reports delivered to you every week automatically into your inbox As a company you will then be able to ask and answer questions such as have I got enough too many lines how many calls are we losing etc IP Office Call Park As an alternative to placing a call on hold a call can be parked on the IP Office system to be picked by another user The call park facility is available through the user s telephone one X Portal for IP Office Phone Manager or SoftConsole Calls are Parked against a park slot number which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number For convenience IP Office Phone Manager has 4 pre defined park buttons On digital phones with DSS BLF keys it is possible to program Park k
145. ll recording scenarios or for automatic dialers conferencing in agents T 38 Fax Fallback SIP Trunks and SIP Extensions can now have the Fax Transport Support configured to T38 Fallback so that outgoing fax calls will use T38 fax but when the called destination doesn t support T 38 and rejects the call a re invite it sent for fax transport over G 711 Incoming audio calls that detect fax tones also initiate fax transport using T 38 Fallback This enables IP Office to support additional deployments where T 38 fax may not be universally available Enhanced CLIR Enable PAI and Privacy headers by default and format From PAI and Privacy This feature allows caller and calling party anonymity while still providing the necessary billing and traceability information E911 services to the network This enhancement aligns the functionality with implementation guidelines outlined in the SIPconnect 1 1 Technical Recommendation Display Directory Name on In Bound SIP Trunk Calls IP Office Manager will now include a configuration option that will allow the selection of either the CLID or directory name as the default display for inbound calls In previous IP Office releases only CLID display was supported over SIP trunks for incoming calls This enhances IP Office user experience by providing the flexibility to select between personalizing the display with the personal or system directory name and seeing the default CLID Template Documentation
146. ls Os AVAYe RASA IP Office can be configured to limit the maximum number of minutes that a service such as Internet Access is available for each user This is the sum total of calls made and does not include periods of inactivity Once the quota has been used the service is no longer available The quota can be either automatically refreshed daily weekly or monthly or manually refreshed by dialing a secure feature code on a handset IP Office Service Desk Monitor Calls The IP Office service desk acquire calls is a handy feature to assist a colleague who indicates they want you to take the call This function can even be setup as a special short code or programmed against a button on an Avaya digital or IP phone with programmable buttons Use of the IP Office Service Desk Monitor Calls feature is subject to IP Office intrusion control settings the user acquiring the call must be set to be able to intrude and the user whose call is being acquired must be set to can be intruded IP Office service desk monitor calls works in two ways invoked with or without a number Without a value in the number field e This allows an IP Office user to reclaim a call that was ringing on their phone but has now gone elsewhere for example to Voicemail or Forward No Answer destination The IP Office Service Desk Acquire Calls settings are not checked and the call can be reclaimed even if it has been answered e Ifthe last call to rin
147. m reporting is more accessible To create more than 3 Avaya Compact Contact Centre custom reports requires the designer license IPO Avaya v4 VF olad pide GLLS Coll wl cpl flee wee QhLS glad Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA Compact Contact Centre DESIGNER RFA AND a compatible version of Crystal Reporting software Crystal version 9 Fixed Wallboards e Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the contact center to see Supervisors can send ad hoc messages to wallboards to broadcast important information or to make announcements PC Wallboards e PC based wallboards allow individual agents to see their own individual statistics those for their group or for the whole contact center Agents can customize their view so that information is presented in the way most useful to them In additional supervisors can set particular messages to appear on PC Wallboards as a motivational or informational tool Microsoft TAPI Integration e By utilizing either the ist party or 3rd party TAPI support on IP Office businesses can link their contact management to their telephony e g ACT Goldmine and increase the productivity of their agents and the profitability of the contact centre IP Office Cordless Phones networks Avaya s IP DECT add on delivers secure high quality w
148. mmediately following the extension that answered the last hunt group call e Longest Waiting Start with the extension that has been free for the longest time A new option has been added to IP Office Assign Call On Agent Alert which means that CTI applications will always correctly report the details for the call that is alerting The previous default Pf VF olad oie LLS Coll al oal Jea aw bLs ole ool che gt K Lv yslgl AF YYA VYY la Sauls AF YYA AVY clas AF YYA Oe i oa info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA behavior is now termed Assign Call On Agent Answer and ensures that the call at the head of the queue is always answered first If all extensions in the IP Office hunt group are busy or not answered another hunt group called an Overflow Group can be used to take the calls An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group this can be configured either for individual calls or for all calls in the group The system can change the status of users who do not answer a hunt group call presented to them The user can be put into busy wrap up busy not available or logged out The change of status can be set per user and the use of this option can be set per hunt group Outside normal operation a IP Office hunt group can be put into two special modes Night Service and Out of service In Night Service calls are presented to a Night
149. mmon fields Name Subject Call Type Reporting Period etc and through use of wildcards Report format Adobe Word Excel Rich Text or Crystal Email report in format of recipients choice 4 VF olad pide GLLS Coll wl cpl Joe wee bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA IP Office CCR Wallboard For the release of IP Office R6 Customer Call Reporter now provides a browser based wallboard that can be used in businesses who want to display key statistics in a group area such as on an LCD television screen The wallboard has the ability to display all the statistics currently available within Customer Call Reporter but can also provide two additional new features a scrolling message board for important messages during the course of the working day and a standings or leader board which displays the top agents for a particular activity during the day In addition to this the wallboard can also be customized with the company s logo and colours Also there is no limit to the number of statistics that can be displayed caution adding too many statistics may cause the displayed statistics to be too small to be viewed reasonably IP Office CCR Real Time Report Monitor Customer Call Reporter provides real time monitoring of call center activity This is achieved via a thin client web browser session logged onto t
150. n 128 members The IP Office Web Client interface allows the Host to manage the audio portion by controlling who has Speak and Listen privileges or who has Listen only capabilities It is through the Client interface that the Host can Whisper to a specific individual without disruption to the conference call Participants can also send messages using the web chat functionality privately to the Host or to all participants Employees can cost effectively conduct meetings over the phone and spontaneously collaborate share information and make decisions creating more effective work practices leading to shorter project times and increased employee productivity The Meet me Conference Bridge can lower conferencing costs by reducing the need for third party conferencing service providers ROI on IP Office conferencing solutions can be as short as 9 10 weeks depending on location and provider fees The cost of using external conferencing solutions is extremely expensive The conference facilities on the Avaya IP Office are extensive with 128 party conferencing built in to the system We calculated and demonstrated that the savings made by Universal Aviation over a 5 year period on conferencing alone have paid for the new telephone system and call recording solution Yy VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYA VYY be Sauls AF YYA AAA cles AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVA
151. n the VIP Lists can be sent directly to voice mail to minimize interruptions Single Voice Mail If a business call is not answered from the mobile device the call is sent back to the corporate voicemail system ensuring there is only one voice mail box for mobile workers Visual Voicemail Corporate voicemail is visual leveraging Modular Messaging so users can prioritize messages and get to the critical ones first Stored locally there is no dialing into voicemail saving minutes and time e Corporate Directory Integration Easy access to corporate contacts through the search function callers in the directory will show the contact name instead of the number IP Office Outgoing Calls With outgoing calls the system first checks if the dialed digits are an internal extension If not the system then checks to see if the dialed digits are a feature code If the dialed digits are neither an internal extension number or a facility code then the system concludes it is an external call Hence it is not necessary to prefix an external number with a line access code IP Office Outlook Plugin FY VF olad oie LLS Coll al oal Jha aw bLs ole ool l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA Microsoft Outlook is an application that many knowledge workers invoke in the morning and keep running all day The IP Office Plug in for Micro
152. n the call gadget activate standard telephone functions such as Answer Drop Hold Retrieve Record Consult and Transfer so that users don t need to remember IP Office specific feature codes These functions are context sensitive and appear depending on the status of the call Keyboard shortcuts are available for Answer Hold Drop and Call functions and can be configured by the user Active calls can be easily parked by clicking on a park slot whilst displaying the active call Four Call Park slots zones which can be shared between users and operators or within a department on the same IP Office system further add to the ease with which the entire call handling process is streamlined with Avaya One X Portal for IP Office Such parked calls can be retrieved either through Avaya One X Portal for IP Office Phone Manager SoftConsole or a desktop phone The call park slot names can be configured by the user The calls gadget also allows the setting up of an ad hoc conference call from calls on hold and or the directory or a meet me conference It is possible to configure the Conference ID of the user for meet me conferences Once the conference is set up the conference originator will have the following functions mute unmute a party oneself mute unmute all drop a party from the conference hold the conference while others keep talking record the conference One X Portal Call Log Gadget The One X Portal call log gadget displays det
153. nce by extending the capabilities of an office desk phone to a mobile phone Avaya one X Mobile combines the simplicity and ubiquity of mobile phones with the powerful enterprise communications features of Avaya IP Office and Avaya Communication Manager The mobile phone can now truly be an extension of the IP PBX delivering productivity gains to mobile workers by making them more accessible to clients and colleagues and improving their ability to collaborate e Initiating Receiving Calls e Voicemail J Incoming calls to the deskphone ring both the desk and up to five other devices which eliminates the need to give multiple reach numbers Single Number Access Outbound ecause users dial through the PBX they can leverage the existing corporate infrastructure offering significant savings on international calls Easy Mobile Switcher Seamlessly move calls between the office and mobile device without interruption regardless of device used to dial or receive the call One device for personal and business Users can control whether outgoing calls are dialed direct for personal calls or via the PBX for business calls Dial by Extension Users can place calls using the internal extension dialing plans as they would in the office Call Routing Users can route incoming office calls to any device based on schedule location or on an ad hoc basis using a quick entry feature VIP Lists VIP lists manage incoming calls Any calls not o
154. nce is then created if the resources are available for that specific time Once reserved the conference resources are allocated to that conference call for the specified number of delegates at the selected date and time Additionally Music On Hold if available can be played while waiting for a conference to start Access to the web scheduler requires a user to be set up by the administrator and have Internet Explorer 6 0 or above installed on their PC No other software is required An unlimited number of registered users can be set up on the Power Conferencing application Once registered users can review the system resources before booking a new conference book a conference as well as list pending conferences they have previously set up The user setting up the conference can then add delegate details including their email address and their telephone number This allows email notification to all participants confirming the conference call details including the conference name description bridge number conference ID and their unique participant PIN code if PIN checking has been selected Voice Conferencing Notification VCN can also be activated for selected participants This allows VoiceMail Pro to dial out delegates when the conference is about to start and bring them to the conference bridge if they are available Notification via Instant Messaging is planned for a future release Participant details can be amended prior to the start of the
155. nd time of the occurrence is recorded The last 50 alarms are stored within IP Office to avoid need for local PC e Call Details Information on incoming and outgoing calls including call length call ID and routing information e Extensions 4 VF olad oie GLLS Coll wl cpa flee ae QhLS ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA e SSA details all extensions including device type and port location on the IP Office system Information on the current status of a device is also displayed e Trunks e IP Office trunks and connections VoIP analog and digital and their current status are displayed For VoIP trunks QoS information is also displayed e g round trip delay jitter and packet loss e System Resources e IP Office includes central resources that are utilized to perform various functions Diagnosing these resources is often critical to the successful operation of the system This includes details on resources for VCM Voicemail and conferencing e QoS Monitoring e QoS Parameters from connected calls such as jitter and roundtrip delay are monitored IP Office SSA can be launched independently or from IP Office Manager and there can be up to two 2 SSA clients connected to an IP Office unit at one time IP Office SSA is not a configuration tool for IP Office systems For information on configuration refer to IP Office Manag
156. ndividual numbers so they can be called directly For convenience it is common to have the extension or group number the same as the digits supplied from the network but IP Office can convert the number to what ever number is needed by the business within limits IP Office Do Not Disturb The IP Office Do Not Disturb DND feature is the ability to temporarily stop incoming calls ringing at a user s telephone It will prevent the user from receiving hunt group calls and give direct callers either voicemail if enabled or a busy signal This feature can be enabled disabled from the phone or via one X Portal for IP Office or Phone Manager With IP Office Do Not Disturb it is also possible to have some calls bypass the DND setting and ring the phone For example a manager might have their secretary s extension number on the DND exceptions list The exceptions list can be easily managed by the one X Portal for IP Office or Phone Manager Both internal and external numbers can be on the exception list IP Office Embedded Voicemail VF olad the GLLS Coll wl cpa flee ae QhLS Ghai Gwe IP Office Embedded Voicemail resides inside of your IP Office standard base unit eliminating the need for a separate voicemail PC Embedded Voicemail is great value for money in environments such as retail or home business where no space for a PC is available or you do not want to keep a PC running Ya Lun lol AF YYA VYY le Soules AF
157. ndling a snap Click to dial transfer hold conference and more Access hundreds of speed dial entries Most importantly it s exceptionally easy for your employees to learn be they permanent or temps Cost effective Connecting through a VPN allows remote workers phone expenses to be reduced or even eliminated Streamline real estate and facilities costs by hiring full time remote workers And if VPN connectivity is lost or bandwidth compromised employees won t miss important calls With Teleworker they simply leverage their PC interface and home or wireless phones to stay connected Dispersed workforce Presence features allow remote workers and their office counterparts to see each other s status who s on the phone away from their desk busy etc Record archive and replay calls for monitoring and training purposes Remote employees Hire the right employees whether they live down the block across the country or on the other side of the world Teleworker seamlessly connects them to your network so they are virtually in the office Reduce or eliminate commute times Expand business hours by hiring remote workers in different time zones IP Office Ring Back When Free Depending on the type of phone a user has IP Office ring back when free is accessed by dialing a short code while listening to internal busy tone selecting an option from an interactive menu or pressing a programmed DSS BLF key
158. nfidential and they do not to claim mobile charges back from the business VF olad oie LLS Coll al eal Jha aw bLs ole ool l Slol AF YYA VYY le Sagl AF YYA AAA olas AF YYA A tod info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Mobile Messaging IP Office mobile messaging means managing your voice messages together with email messages using the mobile phone Similar to a unified messaging solution on the desktop PC it enables the user to manage all of their daily messages in one place in this case the mobile messaging application of the mobile phone like for example Outlook Mobile on Windows Mobile devices At the low end of the range of mobile messaging options is the simple voicemail to email forwarding using SMTP which is standard with both the Essential and Preferred Edition The synchronization of the voice message status between all a user s devices Outlook voicemail telephone interface one X Portal mobile cell phone so that listening to a new message at one device changes the message status from new to old in all of these interfaces requires the Preferred Edition It contains an IMAP interface to integrate the VoiceMail Pro solution with any IMAP capable email system With the IP Office Preferred Edition in conjunction with an Exchange 2007 2010 Server it is possible to synchronize received voice mails with the email system If the email system also empowers mobile users to re
159. ng internal and external calls It allows users to make calls by dialing the name on their telephone keypad and making a selection from the displayed matches or dialing further characters to improve the match When used to make internal calls the name matches are based on the User Names and Full Names programmed into the system If a user has a Full Name programmed then that takes precedence over their User Name Py VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA When used to make external calls the name matches are based on entries in the IP Office Directory Within a Small Community Network remote User Names Full Names and Group Names are shared and thus are available for the Dial By Name feature Directories are not shared within a the Small Community Network so only the Directory of the user s local IP Office is available IP Office Hold Call Waiting IP Office Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press IP Office Hot Desking IP Office Hot Desking allows a number of users non exclusive use the same extension Each user logs in with their own identity so they can receive calls and can access their own Voicemail and other facilities For exam
160. nitor queue status by enabling the operator to set up various alarm thresholds such as the Number of calls in queue and Longest waiting call time A WAV media file can be associated with an alarm for further customization e Park Slots This tab enables the operator to define which park slots are accessible on a system wide basis up to a maximum of 16 The operator is also able to assign which numbers are used to access each park slot and where the slot appears in the park slot panel BLF Groups This tab allows the operator to create and edit BLF groups Door Entry This tab allows the operator to configure up to two door entries e Directories This tab enables the operator to choose access to the following directories SoftConsole local directory IP Office system directory and Microsoft Outlook contacts Once chosen the operator is able to map fields to directory entries e Conferencing This tab allows the operator to set up the names of the two conference rooms The names will appear on the telephone displays of users in the conference room maximum of 10 characters e Keyboard Mapping This tab allows the operator to assign keyboard short cut keys for SoftConsole functions e Keyboard Actions This tab allows the operator to specify the default action when alphabetic or numeric characters are pressed Alphabetic Keystrokes Begin directory search or Open call annotation window Numeric Keystrokes Begin directory search or Open pop
161. nt of information that is available about the call that is waiting depends on the type of phone the user has or if they are using one X Portal for IP Office or Phone Manager As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a single call useful for conference calls IP Office phone systems provide various options The user may e Ignore the Call Waiting e Disable Call Waiting for the duration of this call e Clear the current call and pickup the waiting call e Place the current call on hold and pick up the waiting call e Suspend the current call into the specified park slot and pick up the waiting call e Pass the call to voicemail e Send all calls to voicemail IP Office Caller Display Caller display uses the CLIP Caller Line Identification Presentation or ANI Automatic Number Identifier passed by the Telephone Company via the trunk line For caller display on analog phones CLIP ANI is converted to the analog version of the call display service CLIP ANI is also used by PC programs such as IP Office Phone Manager and the PC TAPI interface Thus IP Office users can see the telephone number of the person calling Extensions can be configured to enable or disable Caller Display With caller display the directory feature is used to assign names to recognized numbers IP Office Campaign Manager As part of the IP Office Preferred Edition and Voic
162. ntrol calls from within the Salesforce com portal itself This integration is enabled by the Avaya IP Office Plug in for Salesforce com which is a Windows application that runs in the system tray and provides the following call control features from the Salesforce com phone available within the Salesforce com portal Make an outbound call Receive an incoming call Hold Unhold call Consultative or Blind transfer The IP Office plug in for Salesforce com requires Office Worker Teleworker or Power User licenses on the IP Office system Access to the plug in is through one X Portal for IP Office The one X Portal user selects the configuration tab then desktop integration and downloads the installable plug in from there yy IF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA Vinit Rewstkar Campaigns Dashboards Contacts CEST 2 Home View Contacts M Go Edai Create New View Recent Contacts New Hame Accoun Mame Phone Soa Neil 202 Decense Prank 202 Racer Sunit 206 Reports Tools import Ls Accounts Contacts Partner Accounts Sune te Outtook IP Office Screenpop The AVAYeRASA IP Office Screenpop is an application on your PC or laptop which instantly pops up information from your customer database about your caller as and when they call you Yo
163. o install a power over ethernet switch unit The power over ethernet switch may be able to be used with a wide range on end point devices but is regularly seen with IP VoIP phones wireless access points and also with IP surveillance equipment The extensive variety of PoE hardware ensures that a system could be made for any size network and 74 VF olad pth QLLS Coll wl cpa flee wee QhLS ghei Geol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA with sensible planning upgrades are infinitely achievable AVAYeRASA Voice amp Data add IP Office compatible Netgear PoE switches as part of every large phone system bundles that we do IP Office Power Conferencing IP Office Power Conferencing is Web based software package that consists of two parts a Power Conferencing Scheduler to book and reserve conferences and a Power Conferencing Web client to complement an audio conference with a web interface The scheduler can be used independently of the web client Power Conferencing also interacts with SoftConsole and Phone Manager IP Office Power Conferencing s Web scheduler allows registered users to create and book conferences online using a web client interface The scheduler offers secure conferencing while being very easy to set up Users simply enter the date time duration and the number of delegates required The confere
164. o the user and they still have the choice of using features like Do Not Disturb or Forward on No Answer as appropriate Phones that support the interactive setting of Absence Text will also display it on the users own phone for the benefit of people who come to their desk There are 10 predefined strings for Absence Text None no text message Don t disturb until On vacation until With visitors until Will be back With cust til At lunch until Back soon Meeting until Back tomorrow Please call amp Custom IP Office Account Codes IP Office Account Codes allow IP Office phone systems to track calls For example a solicitor office may wish to record the amount of time spent on calls to a client Each client is given an Account Code and that code is used when making a call This Account Code is then recorded with the call information in the call logger Incoming calls from the client can be assigned Account Codes automatically using the CLI ANI via Phone Manager or a digital IP display terminal To ensure that every call to this client is recorded a user can be forced to use an account code when making an external call In our most popular model the IP500 phone system account codes can be either forced or voluntary but must be pre registered within the IP Office system y VF olad oie LLS Coll al eal Jea aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2
165. obile Client has also been found to save incoming callers money because they will ring landlines not mobiles In summery IP Office One X Mobile Client means that the phone call finds the target rather than the person having to call round to reach them trying the office number first then the mobile number IP Office supports the IP Office One X Mobile Single Mode Client running on selected Symbian Single Mode or Windows Mobile 5 or 6 handsets This provides a graphical interface for call control and allows a one number service for both incoming and outgoing calls For a full list of supported handsets contact AVAYeRASA Voice amp Data Avaya One X Mobile delivers full office phone functionality to mobile devices simply flexibly and securely It delivers one number access to mobile employees making them easily accessible wherever they are It integrates into the company phone directory and supports powerful office desk phone features like conference calling transfer mute hold and many others New capabilities include click to dial from contact lists expanded language support and enhanced security help Avaya one X Mobile make working on the go easy 7Y VF olad pide QLLS Coll wl cpa flee ae bLs glad Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir culs Os AVAYe RASA To put it simply Avaya One X mobile supports a better user experie
166. om English UK v Calling List Features Configured A Calling Group 1 Allowed List 1 Daylight Swing Ott Calling Group 2 Allowed List 2 System Trunks 1 f j Gee per Phone Line fae ce 3 Allowed List 3 Physical 16 Calling Group 4 Allowed List 4 aaa lt lt Licenses 10 M IP Office Web Manager Role Based Administration IP Office Web Manager supports role based administration Super user logs on to the system using system default username and password The Super User can then add more administrators with different read write privileges IP Office Web Manager Import amp Export Many features within the new IP Office Web Manager support import and export capabilities using csv and xml This lets the administrator prepare the information before hand i e ask the customer to provide an excel sheet with user names extensions and features and simply import to complete the system configuration VF olad oie QLLS Coll wl cpa flee wee QhLS ole ool sl T AF YYAVVY be Sauls AF YYA AAA clas AF YYA OS ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA IP Office Web Manager Help The IP Office Web Manager provides intuitive help There is pop up help when the user tries to configure a non supported configuration Also if a parameter value is not valid the configuration window becomes red and the Save button is automatically grayed out prevents invalid configurations
167. om ask _ w RASArayaneh com I P Office Phone System Features V olad the LLS coll aol cpl flee ae GhLS ole ool isl T AF YYA VYY be Sauls AF YYA AVY cles AF YYA Os e ig 2 2 info AVAYeRAAS ir Ll www AVAYeRASA ir cols sy AVAYe RASA IP Office Absent Text Absent text messaging is a feature of IP Office that allows a user to set an absent statement that will be displayed on the internal caller s terminal as well as on Phone Manager and the softconsole The IP Office system absent text has 10 pre configured messages as well as the ability to customize text Phone Manager supports the use of absent messages where the user can specify one of a series of messages then enter a text string to personalize these messages For example On Holiday until 12th August This functionality provides a user with a quick method of providing information to other internal callers who can then better judge whether or not to leave a message or to contact a colleague instead Note the use of commas in absent text messages should be avoided Setting your Absent Text The information you select is displayed when an internal call is made to your extension To use absent text on Phone Manager complete the following steps Click Actions gt Absent Select an Absent Message Enter the Absent text Click OK PN When a user has an absence text message set call processing is not affected t
168. one with videoconferencing capabilities SIP makes it possible to easily connect the various components of an overall communications system rapidly deploy applications reduce costs and improve customer service and employee productivity by simplifying your organization s communications architecture Vendors are increasingly incorporating SIP into their various IP communications products and Avaya with IP Office is no exception Avaya IP Office supports SIP for telephony functions to enable the usage of standard based SIP endpoints for Voice and Fax communication In pure SIP systems IP Office expands the feature set beyond the SIP standard offering a wealth of IP Office features also on SIP endpoints delivering a feature rich system that a pure SIP server based on the SIP standard only can t deliver With that IP Office delivers the best of both worlds supporting standard based IP telephones while delivering a wealth of features consistently between SIP digital and Avaya IP endpoints IP Office SIP endpoint implementation is built on two major SIP components SIP User agents and SIP Server components IP Office SIP Servers IP Office has implemented the required functionaliy of the SIP servers mentioned below not only to provide SIP endpoint support but also to allow full interoperability between SIP endpoints other IP telephones based on H 323 Digital and Analog telephones as well as IP Office trunks Analog digital or SIP based SIP serve
169. ontrol Port The IP Office External Control Port is part of the IP Office entryphone system The door release mechanism on the unit consists of two relays which can be either normally open normally closed pulsed open or pulsed closed The External Control Port relays are used to trigger control purpose built Door Release equipment which is supplied by a third party All that needs to be done is to wire the trigger control output of the third party device to the appropriate External Control port pins ensuring that the information given in Section 13 Appendix C Technical Specification is followed The relay action is activated by use of a short code and via Phone Manager Pro IP Office External Call Lamp Indication The IP Office external call lamp indication allows users to determine if the covered call is internal or external IP Office external call lamp indication is new IP Office systemv7 wide configuration parameter to select the LED flash pattern for external calls on Bridged and Coverage appearances IP Office Firewall f VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA The IP Office integrated firewall provides packet filtering of the most common IP protocols including File Transfer Protocol FTP and Internet browsing HTTP Each protocol passing through the fir
170. oor entry systems Control of these relays is via allotted handsets allowing the relays to be opened closed or pulsed as required Control of relays is accessible via Phone Manager Pro SoftConsole and VoiceMail Pro IP Office Remote Access IP Office s integral firewall service quotas and timebands all apply to remote access calls Remote access security can be supplemented by CHAP encrypted passwords to verify the end users or PAP which does not support encryption Timebands can control the hours within which the remote access service is available A trusted location can be set for dial in These are locations that the System will allow either data access e g a user dialing in from home or access to voicemail without a voicemail code for a user collecting their voicemail messages from a mobile The trusted location is also the location the Voicemail Server will call to inform the user of a new message Conversely a specified location can be set which restricts remote access from only that location this specified location can also be a designated dial back number thereby minimizing the threat of unauthorised remote access IP Office systems can also incorporate remote access dial back services so that if a user always remotely accesses the office from a single location e g their home then after login verification the system will disconnect their call and dial them back In addition to the added level of security dia
171. or function Avaya digital and IP telephones have programmable buttons which can be assigned to various features When those buttons include some form of BLF indicator the button can also be used to indicate when the feature is active For example a button associated with another user will indicate when that user is active on a call A button associated with a group will indicate when the group has calls waiting to be answered The directory entries in Avaya one X Portal for IP Office and the speed dial icons within the IP Office Phone Manager and SoftConsole applications also act as BLF s When the icons are associated with internal users the icons will change to indicate the current status of the users IP Office C110 Unified Communications Module With the Avaya IP Office C110 Unified Communications module C110 UC Module for short Avaya provides a single touch point for sourcing maintenance and support of application deployment The C110 UC Module is an integrated CPU running Linux thus avoiding the need for server licenses Microsoft and any requirement to keep an external server updated outside of the telephony software and hardware Bottom line it means no need to buy a seperate box for voicemail pro C110 UC Module q VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA
172. or will hide the account code list In all the cases above the account code entered is included with the call details in the IP Office s call record output SMDR IP Office Advanced Edition Many solutions applications and features on IP Office systems are licensed and only operate when a valid license is detected This includes features within IP Office applications running on PCs connected to the IP Office system Editions are really just license bundles which encompass various related softwares Licenses are 32 character strings derived from a unique serial number for the IP Office system which will be using the license The unique serial number is taken from the Feature Key device fitted to the IP Office system In particular the IP Office Advanced Edition license enables IP Office Customer Call Reporting CCR including 1 supervisor ContactStore Call Recording Library Interactive Voice Response IVR with external databases Visual Basic Scripting 8 ports of Text to Speech TTS to allow database queries using IVR to be read over the phone e The Advanced Edition needs a valid Preferred Edition license as a pre requisite to run IP Office Alternate Route Selection IP Office supports Alternate Route Selection which is more flexible and easier to configure than Least Cost Routing LCR If a primary trunk is unavailable then ARS provides automatic fallback to an available trunk e g analog trunk fallback if
173. ort Remote Hot Desking other than the Voice Networking license on each IP500 within the SCN IP Office Remote Hot Desking in use e When a user logs in to a remote IP Office system all their user settings are transferred to that system e The user s incoming calls are rerouted across the SCN e The user s outgoing calls use the settings of the remote IP Office In some scenarios a hot desking user logged on at a remote system will want to dial a number using the system short codes of another system This can be done using either short codes with the Break Out feature or a programmable button set to Break Out This feature can be used by any user within the Small Community Advanced Network but is of significant use to remote hot deskers IP Office Remote Working IP Office has an entire user package devoted to just enabling remote working known as telecommuter in Avaya speak As companies increase or decrease headcount it is essential to have a versatile system that makes this easy And equally important office space is expensive and the trend towards working from home is only increasing IP Office lets you do this and gives the workers at home the best available tools to maintain and monitor their efficiency The IP Office remote working package gives teleworkers employees who work remotely full time the same phone and functionality they d have in the office Users connect their phones to the company s phone system via a virt
174. osoft operating systems including new Microsoft Windows 7 IP Office video softphone supports various audio options including support of wireless headsets with full hook switch IP Office Video Softphone is part of the Teleworker and the Power user package An applicable Teleworker Power User license for the user of the Softphone is required however IP Office video softphone does not require any additional license e g no Avaya IP station license IP Office Video Softphone can run in two different operating modes IP Office Video Softphone Client Mode IP Office video softphone provides its own user interface similar to a standard IP Office telephone for making calls transferring calls multiple call appearances or making conference calls A programmable feature button list allows one touch access to standard IP Office features This is the preferred usage scenario for customers not running other IP Office productivity applications such as IP Office One X portal It is also the preferred operation mode for users who want to smoothly migrate from their desktop phone or who use IP Office video softphone only occasionally and prefer a phone centric user interface with optional dial pad and standard phone feature keys The user interface is flexible allowing adjustment for personal preferences with detachable specific windows like the directory and call log window IP Office video softphone can also be configured to be minimized to the sy
175. ost How Does VoIP Work Voice over Internet Protocol means basically what the acronym states Voice travels over an Internet Protocol Internet Protocol refers to the type of rules that the network uses to send and receive signals IP Telephony works by converting voice communications into data packets Conveniently it runs on the popular Ethernet LAN local area network technology which currently supports over 96 percent of the worlds companies LANs Circuit switched or Time Division Multiplexed Telephony Before digital networking with the Internet took off everyone had to use the Plain Old Telephone Services POTS These run over a network called the Public Switched Telephone Network PSTN The PSTN has been around since the telephone was invented in either analog or digital form using circuit switched technology where the telephone call gets exclusive bi directional use of a wire or circuit while the call is in progress Because the circuit is exclusive to each conversation PSTN and private branch exchanges PBXs must be sized to cope with peak demand and have enough circuits available for all expected conversations This is not a flexible approach and results in a lot of infrastructure investment that the telephone companies need to recoup via the cost of access charges and calls The Internet has changed this where data services have driven down access charges and allowed voice to travel for free over a
176. pad like Text messaging on mobile cell telephones In response the Auto Attendant offers the caller a best match name or if there is more than one a selection list is offered and the caller can select which one they want to call As an example the AVAYeRASA team using IP Office VoiceMail Pro will build you an Auto Attendant that prompts callers to enter 1 for sales 2 for support 3 for admin or 0 for the operator allowing them to be transferred to the appropriate department without operator intervention Alternatively a list of personnel and their extension numbers could be listed allowing the caller to directly access the person they want For larger companies it could be department name listed first followed by the list of employee extensions within the department The latter two examples are ideal where company telephone operation has changed from a central operator to direct dialing DDI DID allowing callers to learn the required extension number from the prompting of VoiceMail Pro and then in future dial the extension number or other pre defined variables directly Auto Attendant operation is also ideal where multiple languages are required for example Dial 1 for English 2 for German 3 for French Whatever your needs we will help you get the most out of your auto attendant service and make sure it suits your business Transfer to voicemail Professional voice amp scripting available Call
177. phone or on a PC application The directory also gives a system wide list of frequently used numbers for speed dialing via one X Portal for IP Office Phone Manager or a feature phone with a suitable display For example Mr Smith can be displayed when a known Caller ID is received A user can also select Mr Smith in the Directory List in Phone Manager one X Portal for IP Office or on a display phone to speed dial this number e The personal directory capability allows up to 100 entries per telephony user The system limit is 10800 for IP Office 500 and IP Office 500 V2 3600 for IP Office 412 1900 for IP Office 406 V2 All entries may be added deleted or modified by Manager one X Portal for IP Office a telephone or an external service YO VF olad oie GLLS Coll wl cpa flee ae QhLS ole ool sl T AF YYAVVY be San bs AF YYA AAA cles AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA e The personal directory data is sent updated whenever the user is logged in a SCN IP Office Combo Card BRI The IP Office Combo Card BRI is a card that sits inside your IP Office IP500V2 chassis and provides the connections neccessary for the chassis to communicate with telephones and ISDN channels IP Office Combo Card BRI 6 Digital Ports 2 analogue ext ports 10 VCM channels 4 BRI Trunk Channels IP Office Computer Telephony Integration CTT IP Office Computer T
178. ple sales personnel who visit the office infrequently can be provided with telephony and Voicemail services without being permanently assigned a physical extension When finished they simply log out to make the extension available to others or if users log in at another phone they are automatically logged out of the original extension IP Office Hot Transfer IP Office Hot transfer is the ability to transfer a call without personally answering the call A user can perform a Hot Transfer via a PC application for example Phone Manager This will display information regarding the caller which may assist the user to decide who to pass the call on to The extension receiving the transferred call will be informed via Caller Display where the call was transferred from and pass on any available information regarding the original caller IP Office Huntgroups An IP Office hunt group is a collection of IP Office users typically users handling similar types of calls e g a sales department An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the hunt group Four modes of call presentation are supported on IP Office e Sequential One extension at a time sequentially always starting at the top of the list Collective All extensions in the hunt group simultaneously Rotary Start with the extension in the list i
179. plexers by allowing data and voice traffic to converge and share the network resources of IP Office These network resources can range from dial up ISDN connections point to point leased circuits managed IP networks or Frame Relay as IP Office supports all these types of network connections IP Office LAN WAN Services The IP Office IP500 V2 supports a firewalled 2 port Layer 3 Ethernet Switch When computers on the LAN communicate they do not care where the destination is they just send messages with the address of the destination These messages are likely to be received at all other computers on the same network but only one the target destination will act on the message Where the destination is on another network the router is needed to be the gateway to the rest of the world and find the optimum route to send the message on to the destination The router alleviates the need to establish and hold a call for the duration of a communication session when messages or IP packets are being sent between source and destination by automatically establishing a connection only when data is to be passed Routers may be connected together using WAN Wide Area Network links that could be point to point leased lines managed IP networks Frame Relay networks or exchange lines Central Office The IP Office system supports all of these types of network connections IP Office has an integral router with support for bandwidth on demand tha
180. r Dashboard and Wallboard For the Dashboard the Presented Call statistic will be available in all the same graphs where the Answered Call statistics is available Supervisor Report Template Copy A report template can be copied from one supervisor account to another one That will reduce the time it takes to install and configure an Advanced Edition system as most templates are exactly the same from one Supervisor to the other There will be no checks to make sure that the queues selected for the reports are available to the supervisor receiving the template To copy a template a supervisor must select the template from the report template list and press the Copy button placed to the left of the button at the bottom A dialog box will then provide a list of supervisor accounts that can receive the template Each account that can YY VF olad oie LLS Coll al eal Jha aw gbb ole ool l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA receive the template can be selected To finalize the copying the OK button must be pressed If the Cancel button is pressed the dialog box will close and the copying will not occur If the OK button is pressed the copying will take place and the dialog box will close when the copying is done IP Office Clear Call Waiting Similar to hold call waiting clear call waiting is a compound feature that clears an existin
181. r to access IP Office features without using the one X Mobile client application Mobile users can gain access to the Star Star Service dial tone when they receive a twinned call After receiving a twinned call the mobile user can dial to place that call on hold and get dial tone from the IP Office Once the mobile user receives IP Office dial tone any subsequent dialing done is interpreted as if the user is logged into an analog extension on the IP Office To gain access to the Star Star Service dial tone the mobile user can dial the FNE 31 DID DDI that has been programmed in the IP Office Similarly once dial tone is heard the user can dial numbers and short codes as if the user is logged into an analog extension on the IP Office Mobile Call Control and one X Mobile require twinned calls to be routed through specific trunk types on IP500 IP500v2 only e IP500 PRI U single or dual trunk cards e IP500 Dual or Quad BRI trunk cards e SIP trunks RFC 2833 IP Office Mobile Twinning IP Office Mobile Twinning enabled using the IP Office mobility license gives the ability to use a mobile as an extension of your office phone This allows users to offer a one number approach while also controlling their accessibility letting users be more mobile whether in or out of the office IP Office Mobile twinning can be used for mobiles or any other external number eg home phone home workers and requires no additional IP Office Hardware
182. ransfer In addition to these on many IP Office digital and IP phones there are keys that can be programmed with a range of selected special functions These keys can be used for calling other extensions on the system Direct Station Select or DSS keys or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb Many features use an indicator to show whether a feature is enabled Button programming is done through the IP Office Manager application as part of the system configuration although some phones allow the user to program buttons and functions where given administration rights IP Office Customer Service Agent The IP Office customer service agent profile is targeted at employees who are responsible for fielding customer service calls The IP Office customer service agent license enables a user to use IP Office Customer Call Reporter It provides them with a web browser interface to view key statistics in real time and also allows supervisor to track their performance with IP Office Customer Call Reporter Up to 150 agents can be licensed on IP Office Customer Call Reporter Yo VF olad oie GLLS Coll wl cpa flee ane bLs Ghai Geol l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir cols Gg AVAYe RASA IP Office Customer Service Supervisor The IP Office Customer Service Supervisor User Profile enables serv
183. ration including any time the caller was placed on hold for accurate billing and reconciliation IP Office Phone Manager Pro Telecommuter mode provides the user with the benefits of call control through the Phone Manager Pro application while providing the talk path through an external number i e home number mobile number IP Office Phone Manager Pro PC Softphone is for anyone who has a laptop and high speed internet access while traveling or working away from their desk or office The Phone Manager Pro PC Softphone adds PC based telephony via a sound card or USB headset handset to the product IP Office Phone Manager PC Softphone supports mobile traveling workers by enabling lower long distance costs and makes staying in touch with co workers and customers easier while traveling IP Office Phone Manager Lite Phone Manager Lite allows employees to take control of their phone and calls from their networked PC It can be used with an analog telephone a digital phone or IP phone for the speech path Phone Manager Lite features include e Caller ID Name Presentation allows you to see who s calling caller s name and phone number even you before you even answer e Call History keeps a record of all your received outgoing and missed calls e Desktop PC Telephony Controls offers telephony buttons to activate functions such as Answer Transfer Hold Account Codes and Conference so you do not have to remember any spec
184. rker encompasses many of these features designed as it is for staff who are often out of the office but don t require a laptop IP Office Mobile Worker keeps them readily accessible Wherever they re working with clients between stores locations down the hall in the warehouse or on the road Mobile Worker turns any phone cell or home phone for instance into an extension of their office phone with many of the call handling features available in the office You will find details of many of these features on the AVAYeRASA IP Office subsite VF olad oie LLS Coll al oal Jha aw QhLE ole ool l Slol AF YYA VYY la Sauls AF YYA AVY olas AF YYA Oe bo 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Mobile Worker License The IP Office Mobile Worker license enables a user to be configured to use the IP Office mobility features Those features include Mobile Twinning Mobile Call Control IP500 only one X Mobile Client and use of Text to Speech TTS for listening to your emails remotely Read more about IP Office Mobile Worker License IP Office Mobile Messaging IP Office mobile messaging means managing your voice messages together with email messages using the mobile phone Similar to a unified messaging solution on the desktop PC it enables the user to manage all of their daily messages in one place in this case the mobile messaging application of the mob
185. roup mailbox or the company voice recording library VF olad oie GLLS Coll wl cpl flee wee QhLSE Ghai Geol sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA This has a large number of useful business applications For example when a caller is going to give detailed information such as an address or phone number ping on the recording facility and your caller will hear a warning message or tone that the call is being recorded Also if call recording is required for Quality Assurance it is possible to set the IP Office system to automatically record a percentage of calls for later review Beginning with IP Office R4 0 any call normal conference or intrusion and any phone type including IP can be recorded Where advice of recording needs to be played IP Office will ignore Voicemail port licensing if an insufficient number of voicemail channels have been licensed In terms of call recording other 3rd packages can also be added to IP Office which provide call recording that is legally admissable in court the requirement being that it has to be encrypted IP Office Call Steal IP Office has a feature called call steal also known as Call Reclaim that allows a user to take over a call currently connected at another extension The benefit is that it allows users to assist a colleague who indica
186. rs provide centralized information and enablement services in a SIP ecosystem The core SIP servers and their functions are summarized here IP Office provides the required the features of the following two servers for Voice and FAX communication IP Office SIP Registrar Server When SIP IP telephones come online they need to make sure that others are aware that they re available to take and make calls The Registrar authenticates and registers the IP phone often directly related to a specific user when it comes online and then stores information on the telephones logical identities IP Office SIP Proxy Server A proxy server takes SIP requests processes them and passes them downstream while sending responses upstream to other SIP servers or devices A proxy server may act as both a server and a client and can modify a SIP request before passing it along A proxy is involved only in the setup and teardown of a communication session After user agents establish a session communications occur directly between the parties Functionality of the following two SIP servers are generally available by Af VF olad oie LLS Coll al oal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office using existing IP Office functionality Therefore while functionality is provided e g allowing hotdesking also
187. s by listening in This feature is not available by default it must be specifically enabled in the system configuration An option exists to have a beep tone indicate when monitoring is in use The user is only able to listen they cannot speak into the conversation being monitored A different feature call intrude allows a user to speak into the conversation IP Office Multi Site Networking Known as small community networking in the IP Office world when connecting IP Offices together over IP or Packet based networks Small Community Networking enhances feature transparency These networks can support up to a maximum of 1000 users across 32 sites With IP Office small community networking the following additional features are available Busy Lamp Field Camp on Call Back When Free Paging Call Pick up Centralized Personal Directory for 1400 1600 9600 and T3 Telephones as well as Avaya one X Portal for IP Office e Centralized System Directory for 1400 1600 9600 and T3 Telephones as well as Avaya one X Portal for IP Office e Centralized Call Log for 1400 1600 9600 and T3 Telephones as well as Avaya one X Portal for IP Office Centralized Voice Mail Preferred Edition Support for mailboxes call recording dial by name and auto attendants Remote queuing on remote systems Distributed Backup Voice Messaging Internal Directory Absence Text Message Anti Tromboning Distributed Hunt Groups e Hunt groups can inclu
188. s for mobile workforce and is designed to give mobile users quick access to various forms of communications and help users conduct normal business while on the move The application relies on permanent data connection with the communications server and is designed to provide an always on experience delivering asynchronous events of interest to the user as they arrive from the communications server The application utilizes rich user interface available on the mobile platform and makes use of advanced capabilities and hardware commonly available on mobile devices including streaming audio for visual voicemail speech recognition to issue audible commands and geo location presence using on board GPS IP Office supports a rich set of features for mobile workers In previous releases mobile twinning and mobile call control could be enabled for individual users through the Mobile Worker and Power User licenses These licenses were offered with the intent that they would be added to a system running Preferred Edition As described with R8 0 the Essential Edition license will enable these features for all users on the system The application provides unified communications capabilities with the following capabilities ANY VF olad the GLLS Coll wl cpl flee wee QhLS glad Gwe sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 292 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA e Presence and Instant Mes
189. saging with server side buddy lists and server managed user groups and client side IM history e Visual voicemail with ability to play voicemail messages and ability to manage voicemail messages from the mobile application e Rich conference controls with click to conference for users and groups entry and exit notifications ability to view and manage conference participants mute unmute disconnect isolate e Advanced user presence monitoring and reporting including geo location presence and tracking calendar and on the phone presence following user s presence and availability e Asynchronous voicemail deposit events with ability to listen and intercept voicemail deposits e Ability to issue commands to the communications server including call conference set location and view missed calls and listen pickup e Enterprise dialing which is an ability to intercept calls made via standard phone dialer and turn them into enterprise calls 3rd party call control by the server e Ability to define dial plan rules to select which calls to intercept and ability to post process the dialed numbers to normalize them to the enterprise dialing plan to make the intercept seamless e Android home screen widget with summary of outstanding events asynchronously notifies mobile users about events of interest such as outstanding IM messages new deposited VM messages conference participants entry exits VM deposit in progress IP Office SNMP SNMP is an indu
190. soft Outlook brings a subset of the one X Portal user experiences to Outlook The plug in allows the user to communicate with the contacts without leaving the Outlook window and without needing to bring up other separate client application This vastly improves user productivity The IP Office Plug in for Microsoft Outlook provides the following features Federated Presence and Instant Messaging Initiate a voice call to work to home or whatever number options Get notifications for incoming calls with options to accept or reject Visual voice mail View the communication history with a selected contact or logged in user Export Outlook contacts to one X Portal Server Plug in window can be collapsed to avoid capturing the entire screen The UC features will continue to be available to the Outlook user e Call options on context menu of a contact from participant list of email conversation or from the Outlook Calendar or from Outlook Contacts directory O atic Oetktop hteg don traptGavayacom Maot Ooo opu mm nas bens berse botor vee ast im s0 St Si x j tonno th meow t Merope 2 i e SE wane a SD E Bree S rass aa S eenaa Owe thee Oris Footy Pepy Porewt Py trwe tine Airi meebt Cepia Iopa tesi teme Sires s gt Fone amp Oare Rent p Y ieee bespara Quick Step s tog ree Fuentes s Awapa one Onthonk Phage x Q reo P Test Mall for Outlook Demo X AVAVA gt DP Urvoas thet Ananin By Ode Kemwmumen
191. sper Announce prompts callers for information usually their name which is recorded and passed on to the user s extension on answer allowing them to choose to accept the call or not This is particularly useful on CLI ANI withheld numbers usually calls from telesales companies where somebody is trying to sell you something VoiceMail Pro will not intrude onto busy extensions e Assisted Transfer allows transfer of a call to a destination but allows the call to return to VoiceMail Pro automatically for other options should the called party be engaged or not answer within a predetermined time e Conditional routing of calls Conditions are constructed from a set of basic elements These elements can be combined within a single condition to create complex rules For example the Week Planner can be used to define the company s standard working hours and then combined with the calendar to define exception days such as public holidays vacation e Call modules Modules allow you to create sequences of actions that you want to share between a number of different call routing scenarios like a macro in PC applications These modules can be used to create a library of vertical voicemail applications or just easy dissemination to other IP Office voicemail sites thanks to its import and export functionality e Activation of the external relays on the IP Office system For example remotely checking the status of the office meeting and then turning
192. stem tray when not in use to smaller or larger configurations to save desk space IP Office Video Softphone Application Mode In IP Office video softphone application mode IP Office video softphone runs in the background and standard call control is accomplished through productivity applications such as one X Portal for IP Office that is part of the IP Office One X Portal user profiles If run with IP Office One X portal it provides the following e Consistent user interface when using IP Office One X Portal with a desktop phone in telecommuter mode or in combination with IP Office Video Softphone 4A VF olad the GLLS Coll wl cpa flee ae bLs glad Gwe a e i Ly slg AF YYA VYY la Sauls AF YYA AVY clas AF YYA Os i oa info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA e Offline call log with updates even when IP Office Video Softphone is not logged in e Additional features of IP Office One X Portal e g presence and instant messaging IP Office R8 Video Softphone Enhancements IP Office 8 0 includes a new and enhanced version of the Avaya Video Softphone Following enhancements are included e The softphone now supports XMPP based IM and Presence e Locally hosted video conferencing is now included Up to 6 way video conference bridge can now be setup using the softphone e Busy Beep an audible beep is now presented to the user while a call is in progress and another incom
193. stomer retention up selling cross selling and issue resolution This way the customer is more likely to be satisfied with a personalised service and the interaction is likely to be more fulfilling and rewarding for the agent as opposed to dealing with basic enquiries that require yes no responses such as obtaining customer details Employee satisfaction is important in the telecommunications industry due to the fast turnover of staff IP Office IVR is therefore one way of retaining a workforce and allowing them to do a more effective job IP Office IVR also enables customer prioritisation In a system whereby individual customers may have a different status for example a bronze gold or platinum card holder the service will automatically prioritise the individuals call and in the case of a platinum card holder move them to the front of the calling queue Avaya Voice Mail Pro already has out of the box IVR system applications However if an even higher degree of sophistication is required in your IVR system application custom programs written in Microsoft Visual Basic can be integrated into the voicemail system making the power of the voice mail system to integrate with your accounting customer management and product management databases virtually unlimited especially in combination with TTS A text to speech TTS engine is 4 VF olad pide GLLS Coll wl cpl flee wee QhLS glad Gwe T Luw lt sl AF YYA VYY la Sauls AF YYA V
194. stry standard designed to allow the management of data equipment from different vendors using a single Network Manager application The Network Manager will periodically poll equipment to solicit a response if no response is received an alarm is raised In addition to responding to polls IP Office monitors the state of its Extensions Trunk cards Expansion Modules and Media cards so that if an error is detected IP Office will notify the Network Manager IP Office allows two separate Network Managers to be configured so that both a customers Network Manager and a Maintainers Network Manager to be notified of the same alarm condition As the IP Office solution comprises many applications the core software notifies SNMP events from both VoiceMail Pro and Embedded voicemail to warn of approaching storage capacity limits IP Office has been tested against CastleRock s SNMPc EE and HP s Network Node Manager part of the OpenView application suite On customer sites where SNMP management is not available IP Office can email events using up to 3 email addresses each containing a different set of alarms The following system event categories can be chosen for email notification if installed on the system Generic Trunk lines Embedded Messaging Card VCM Expansion modules Applications License Phone change CSU Loop Back AA VF olad the GLLS Coll wl cpl flee ae bLs Ghai Gwe sl T AF YYAVVY be San bs AF YYA AVY clas
195. t allows the negotiation of extra bandwidth dynamically over time Where connection is over ISDN IP Office initiates extra data connections between sites only when there is data to be sent or sufficient data to warrant additional channels It then drops the extra channels when they are no longer needed The calls are made automatically without the users being aware of when calls begin or end The rules for making calls how long to keep calls up etc are configurable within IP Office It is possible to have several different routing destinations or paths active at any time linking the office to other offices and the Internet simultaneously IP Office Least Cost Routing By configuring Least Cost Routing on IP Office calls may be routed via an alternative carrier Time profiles can also be used to allow customers to take advantage of cheaper rates at specific times Multiple carriers are also supported For example local calls are to go through one carrier between specific hours and international calls through an alternative carrier Carrier selection using 2 stage call set up via in band DTMF is possible VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Line Appearance IP Office Line Appearance is a representation of a trunk line on the IP Office system where the indica
196. tained by calling AVAYeRASA Voice amp Data e Avaya VoIP Wi Fi Solution leveraging the Wi Fi data network allow a single infrastructure for both voice and data traffic Leveraging an existing voice ready Wi Fi network allows a cost efficient deployment of a converged wireless data and voice nfrastructure using the 802 11a b and g standard The solution is offered worldwide in selected countries including North America EU countries and selected others Vv VF olad oie QLLS oll wl cpl flee ae GhLS Ghai Gwe l Slol AF YYA VYY la Sauls AF YYA AAA olas AF YYA Oe i g info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA IP Office Remote IP Office supports the following VPN remote phone solutions VPN phone client on 4610SW 4621SW 5610SW 5621SW and 9600 Series IP telephones IP Office Twinning IP Office twinning allows a primary extension and a secondary number internal extension or external number to operate together as a single telephone when a call is presented to the primary phone the secondary will ring If the primary telephone does not ring for example in Do Not Disturb the secondary phone will not ring IP Office Internal Twinning IP Office internal twinning is typically used in scenarios such as workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension e g DECT Other users of the system need not know that t
197. terested user about the improving availability of another user IM Presence twist on the ring again feature One X Portal Googletalk and IM Federation With R8 an IP Office administrator can enable XMPP federation in one X Portal for the IP Office users to federate via XMPP with other GoogleTalk or Microsoft OCS users With federation a user can add a buddy on another system by specifying that user s XMPP id when defining the new buddy One X Portal MS Exchange Calendar Integration One X Portal provides integration with MS Exchange Calendar that allows the presence status of a user to automatically change based on his calendar meetings appointments The one X Portal administrator can set preferences to display this calendar presence as follows e Include calendar information in XMPP status message concatenate it with current status message e Change user s presence to DND if user is in a meeting or appointment IP Office One X Mobile Client The IP Office One X Mobile Client goes onto mobiles and allows full IP Office functionality such as call forwarding conferencing transfer etc thus enable the single number to follow that person wherever they are One X is the perfect companion to office use of IP Office For example in a smaller company if a sales rep leaves the company the company retains all his contacts because the customer only has the sales rep s DDI number rather than his own number IP Office One X M
198. tes they want you to take the call The IP Office Call Steal function can be setup as a special short code or programmed against a button on an Avaya digital or IP phone with programmable buttons Use of the feature is subject to IP Office intrusion control settings the user acquiring the call must be set to be able to intrude and the user whose call is being acquired must be set to can be intruded IP Office Call Steal works in two ways invoked with or without a number Without a value in the number field e This allows an IP Office user to reclaim a call that was ringing on their phone but has now gone elsewhere for example to Voicemail or Forward No Answer destination The Call Steal settings are not checked and the call can be reclaimed even if it has been answered e Ifthe last call to ring this User is no longer ringing or connected on the system the feature will fail With a number where the number is the telephone number of an IP Office user who currently has the call to be acquired e Ifthe IP Office user has a call ringing or waiting Call Steal will act like the Call PickUp Extension short code and the user executing Call Steal will be connected to the oldest ringing waiting call e If the IP Office User has a connected call with no call waiting and the Intrude settings of the two Users allow it the call will be connected to the user executing the Acquire Call and the other user will be disconnect
199. them to control the voicemails with an e mail client this requires Preferred Edition The Office Worker license enables a user to use Unified Messaging Service UMS and one X Portal for IP Office without Telecommuter functionality IP Office On Hold Music The IP Office system now supports up to 4 sources of music on hold one system source which may be external internal WAV or tone plus up to 3 additional internal sources The internal sources are WAV files saved either in volatile memory or on the optional memory card in an IP500 and IP406 V2 The WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups On IP500 systems each source can be up to 90 seconds long 30 seconds on IP406 V2 and IP412 External music on hold sources connect to the 3 5mm Audio socket on all IP Office control units IP Office On Hold Messaging However music on hold can also be a wasted opportunity AVAYeRASA have found that some of the most successful applications of on hold music have not neccessarily involved using music at all but spoken messages For example new product promotions can be effectively broadcast to your customers in this manner We have several clients who have made extremily profitable use of this feature IP Office One X Portal Avaya one X Portal for IP Office is a server based applications that the user
200. tion can be broken down into a series of simple menu choices In IP Office use such as customer support lines IVR systems scale well to handle large call volumes Avaya IP Office Voicemail Pro supports the ability to construct powerful interactive systems based upon DTMF telephone key entry This is achieved by using the flexibility provided from the built in call flow actions As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases through the use of the standards based ADO interface ActiveX data objects The system is capable of retrieving information from a database and writing information into databases The result of this is that powerful Interactive Voice Response systems IVR can be designed to specifically meet the requirements of the business and the customer experience that is required The use of IP Office IVR and voice automation enables a company to improve its customer service and lower its costs due to the fact that caller queries can be resolved without the cost of a live agent who in turn can be directed to deal with specific areas of the service If the caller does not find the information they need or require further assistance the call is then transferred to an agent who can deal with them directly through CTI integration This makes for a more efficient system in which agents have more time to deal with complex interactions for example cu
201. to perform supervised and un supervised transfers shuttle switch between held calls and conference Conference add and transfer to a meet me conference Mobile Call Control is a mobility feature similar to but independent of one X Mobile It allows any mobile phone user to access IP Office features without using the one X Mobile client application Read more about IP Office Mobile Call Control IP Office Monitor The IP Office Monitor application is a real time maintenance utility to assist with IP Office trouble shooting As the application connects to the IP Office over an IP connection it can be used from both local LAN and remote locations WAN A simple interface allows an engineer to select which protocols and interfaces are to be monitored and decoded The trace can either be captured directly to screen or as a log file for later analysis Traces from different protocols can be color coded to av VF olad the QLLS Coll wl cpa flee ae bLs glad Gwe sl T AF YYA VYY be Sauls AF YYA AVG clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA improve the clarity of large log files In addition to monitoring the application captures system alarms and will display an activity log of the last 20 alarms that have occurred IP Office Monitor Calls IP Office Monitor Calls is a handy contact centre feature With IP Office Monitor Calls a user can monitor other people s call
202. tor tracks the activity on the Line Only external calls can be answered or made on Line Appearances Line appearances can be used with Analog E1 PRI T1 PRI and BRI trunks PSTN trunks IP Office Linux Parity IP Office R8 0 adds parity between Preferred Edition on Windows and Linux with respect to the following features Text to Speech The following TTS features that are supported on Windows will be supported by VM Pro on Linux e Creating and executing a SpeakText Action e Recording action prompts using TTS e Reading Email using TTS Users can read their e mail via the TTS capability of Preferred Edition with MAPI integration This capability will work the exact same way on Linux as it does when Preferred Edition is running on Windows e All languages supported on Windows will be supported by VM Pro on Linux except Hungarian Korean and Cantonese Exchange Integration via MAPI This feature integrates VM Pro on Linux with Microsoft Exchange via MAPI Voicemail messages for Preferred Edition on Linux can now be placed into Exchange and can be managed in either place Full two way synchronization between the Exchange store and the Preferred Edition store is possible The integration is enabled using a new MAPI proxy service that acts as a relay agent between the Preferred Edition on Linux and Exchange server The MAPI proxy service can be installed on any Windows system on the same network as the Exchan
203. u can decide which information to show it works with any customer database system CRM from business packages such as SAP Salesforce amp Sugar CRM to access databases Armed with the AVAYeRASA IP Office Screenpop your staff will not have to open and navigate through an application at the same time as answering the call this is done automatically It means that your customer service helpdesk or sales people can instantly have a view of the most recent contacts amp discussions with the customer with the field open for them to take notes in and save it straight back to the system AVAYeRASA IP Office phone system bundles contain a number of free IP Office screenpop licenses the number of which depends entirely on the size of the bundle purchased Contact a solutions consultant on 01252 333888 for more details IP Office Screenpop Demo The AVAYeRASA Screenpop is compatible with any CRM product even custom built databases You do not even have to be using a packaged database product this will work with a simple Microsoft Access application as well To book a demo call 01252 333888 today Please note there maybe complications with older versions of CRMS however we would be happy to arrange a trial for you IP Office Service Quota VA VF olad oie QLLS Coll wl cpa flee wee QhLS Ghai Gwe sl i AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig Jo info AVAYeRAAS ir Jl www AVAYeRASA ir cu
204. ual private network And because it all goes through the IP Office system this gives companies the freedom to upscale and downscale their staffing levels with the minimum of ease IP Office Remote working provides businesses with all the communication tools to enable employees to work efficiently and effectively whether from home or remote locations V VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA e Call Handling the intuitive graphical user interface facilitates efficient and effective call handling e Call Management advanced telephony functions such as conferencing and voicemail message management can be controlled via click and drag from the desktop e Presence improve call management and see user presence status on the network e Remote Working access to all IP Office system features and seamless call handling is achieved via an IP hard phone or one X Portal application in conjunction with a home or mobile telephone number internet connection is required e Incoming Call Scripts create incoming call scripts to provide information on the caller based on CLID e Remote Agents deploy remote agents and retain management and monitoring capabilities with call history and call recording Easy handling The intuitive and easy to use browser based interface makes call ha
205. uld need to do their job properly For further details please contact us directly for a demonstration at out Customer Experience Centre The panels include Call Details Panel Directory Panel includes conferencing Queue Panel Held Calls Panel BLF Panel Busy Lamp Field Panel Park Slot Panel Call History Panel IP Office SoftConsole Configurability IP Office SoftConsole has many configurable options available to the operator to customise the look and feel to their job requirements The operator can tailor the usability specifically to each their personal preferences The following configuration options are available e Incoming Calls This tab enables the operator to manage the local SoftConsole directory by creating editing and deleting entries from the selected directory Also the operator is able to associate a script or media file with each specific entry A4 VF olad oie QLLS Coll wl cpa flee wee bLs Ghai Gwe AF YYA YYY la Soules AF YYA JAA clas AF YYA Os og info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs Lun slg AVAYeRASA e Queue Mode This tab enables the operator to configure the queue window with up to 8 hunt group queues which will include a recall queue Queues can be created edited and deleted while also providing the operator with the additional benefit of positioning them in the queue window in order of operator preference Management by exception is used to mo
206. up dial pad e Appearance This tab allows the operator to change the appearance of SoftConsole fonts skins and the call information window color e SoftConsole This tab allows the operator to save the changes made to the configuration of SoftConsole either automatically or manually to a local configuration file on the PC IP Office Softphone Usable both inside the office and at remote locations IP Office Softphone is a PC based telephony client allowing a user to make and receive phone calls right from his PC equipped with e g a headset of speakerphone In addition IP Office Softphone supports end to end video between two softphone users on a IP Office network Full voice access to the IP Office system is available wherever reliable access to the company network exists This can be in meeting rooms using a Voice ready Wi Fi network at a remote office site using the local Ethernet interface or at home or in a hotel room when connecting to the company network through a VPN Virtual Private Network IP Office Softphone offers standard calling functionality like several call appearances hold transfer and access to a large number of IP Office features via dedicated feature keys Access to IP Office directory is of course also available IP Office Softphone can be used as a standalone client not requiring any additional server or in combination with one X Portal for IP Office If used in combination with the one X Portal application t
207. ur recording The compressed recordings are stored as 16kbps G 726 format storage requirements are therefore 8MBs per hour of recording IP Office ContactStore suite can be installed onto the same server as VoiceMail Pro but must be loaded onto a separate partition Alternatively IP Office ContactStore can be installed on a separate drive within the same server or on a separate server The minimum PC specification when VoiceMail Pro and IP Office ContactStore are installed on the same server is detailed in the Voicemail System requirements later in this chapter IP Office ContactStore stores recorded calls with certain security in place Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages Each recording has an owner the call owner is the number of the extension that recorded the call You can specify to which extensions each user has replay rights the user can search for and replay all calls owned by those stations Typically an individual may be given rights to replay calls owned by their extension number while managers may have rights to the extension numbers of all of their staff The IP Office ContactStore system will automatically generate alarms showing system warnings Alarms are logged to IP Office ContactStore s database and held for a month before being purged The administrator can define specific email addresses for alarms to be automatically forwarded to Th
208. uttons and indicators the features are only supported on certain Avaya digital and IP phones Key and Lamp operation is not supported on analog phones IP Office can also have a ring delay set on each appearance button to allow time for the target number to answer before other extensions ring or visual alert only without ring In Key and Lamp operation IP Office supports up to 10 buttons on each telephone and 10 telephones with the same line appearance IP Office Languages Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all telephones however it is possible to have language set on an extension by extension basis this will also change the language of menus for IP Office Voicemail Oe VF olad the GLLS Coll wl cpl flee ae QhLS ole ool AF YYA YYY la Soules AF YYA JAA clas AF YYA Os og info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs Ln lol AVAYeRASA IP Office LAN to LAN All businesses now have a need for data routing whether it s a requirement to share resources such as email servers file servers and internet gateways or seamlessly transport data between sites or network to and from their customers and suppliers This is why each IP Office platform offers IP routing as standard Embedding a router within IP Office removes the costs complexity and additional points of failure of external WAN multi
209. vantage of varying call charges from an alternative ISP You could therefore set up one service to connect during peak times and another to act as fallback during the cheaper period IP Office Intrusion Warning Tone IP office intrusion warning tone quite simply offers a system wide setting that enables or disables warning tones played to users that are being intruded upon This is a legal requirement in some monitoring instances IP Office Internal Twinning IP Office internal Twinning is typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension e g DECT When a call is made from either IP Office twinned phone the call will appear to have come from the primary phone when the secondary is an extension on the IP Office system Other users of the system need not know that the supervisor has two different phones The supervisor s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time the call will be delivered to available coverage buttons if applicable and then Voicemail if applicable The following features are supported with IP Office internal twinning Follow Me To Follow Me Here Forwarding Do Not Disturb inc exceptions Context less hunt group actions Membership Service Status Fallback Group configuration e Voicemail On Off Access Py VF o
210. ver free operations voicemail embedded in unit eliminating the need for external servers e Set it and forget it system requires virtually no hands on support e Out of the box operations automatically starts up in a basic phone system mode No programming required e Easy system management system can be programmed using Telephone User Interface TUI commands or the Simplified Manager GUI software for more detailed administration e Remote Administration allows the system to be remotely administered via the built in dial up modem or via a LAN WAN connection y VF olad oie LLS Coll al eal Jha aw QhLE ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs Gs AVAYe RASA e Investment protection users can start with the Quick Mode of operation and switch to Essential Edition Standard Mode later without replacing hardware or licenses IP Office Blackberry Client One of the most used mobile business devices is the RIM Blackberry To use a Blackberry with similar functions like the Avaya one X Mobile application There is an IP Office compatible Blackberry client which allows selected Blackberry devices to use the IP Office mobility functions IP Office Blackberry Call Control The IP Office Blackberry client can manage all inbound and outbound calls and has its own LCR The IP Office Blackberry client places outbound calls by using t
211. ver offers additional comprehensive functionalities to keep the business communication up and running A IP Office Voicemail Pro server can be added to an IP Office VoiceMail Pro system to take over the voicemail functions in the case of a failure at the primary IP Office Voicemail Pro system The Backup IP Office Voicemail Pro server can act in various manners e One IP Office one Primary IP Office Voicemail Pro server and one Backup IP Office Voicemail Pro server where the backup is either at the same location as the IP Office VoiceMail Pro or at an external site e A Primary IP Office with a Primary IP Office Voicemail Pro server and a Backup IP Office with a Backup IP Office Voicemail Pro server at a second location e The Primary VoiceMail Pro will establish a link to the Backup VoiceMail Pro and keep the greetings and configuration setting changes synchronized with the Primary VoiceMail Pro Messages and message states are not synchronized between the Primary and the Backup VoiceMail Pro to avoid network overload Ideally the Backup VoiceMail Pro server is a mirror system of the Primary VoiceMail Pro server with all its capabilities like the number of ports licensed features and hardware All required functions have to be licensed through IP Office Preferred Edition and supported by adequate hardware e g to ensure server performance and sufficient IP Office trunk lines The 2 hour run time of a VoiceMail Pro server without li
212. ver the telephone and or for database information to be read to a caller in 14 languages e Housekeeping facilities for the management of messages e Automatic detection and routing of fax calls within Auto Attendants and within a subscriber s voicemail box e Support for a range of the INTUITY telephone user interface features in INTUITY emulation mode e Recording of system prompts through the telephone handset or using multimedia facilities on a PC Speaking clock Support for TTY hearing impaired text phone Centralized VoiceMail within a multi site IP Office environment Networked Messaging with other Avaya voicemail systems Capacity of up to 40 ports for a single site system Fas VF olad oie LLS Coll al eal Jha aw bLs ole ool Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA ably Lew RASArayaneh com e Voicemail channels between VoiceMail Pro and the IP Office can be reserved for business critical functions or left unreserved for any function e Improved voice recording including recording of calls made over IP telephones calls using direct media has to be routed through IP Office automatic call recording triggered by incoming call routes pausing recording when call is parked or placed on hold e User start points in VoiceMail Pro include queued options There are also less obvious features but very useful e Whi
213. visor offers easily customized reports to display specific information that is most relevant to the business e Create a caller identification report to see where the most or fewest calls originate from by area code country code prefix etc See how many calls have been taken over a period of time the length of calls and more Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets e Schedule automatic report delivery in preferred formats IP Office Customer Call Reporter R8 Enhancements Yy VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Customer Call Reporter gets a lot of enhancements with IP Office R8 with new functionality and reporting Coaching Silent Intrusion Whisper This feature is available with Essential Edition and enables users on a call to intrude and listen depending on the configuration of the end users i e whether Coaching Intrusion or Whisper Page is used Coaching intrusion and Whisper page cannot be done on and idle user It may be done for internal calls or with external calls Coaching intrusion is primarily a call center feature supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation The caller may stil
214. voice calls would be re routed according to the configuration but any currently connected calls at the time the Time Profile changes would not get cut off as the change only affects the routing Data calls will get cut off as the time profile goes out of service but a new data call will start immediately if specified IP Office time profiles can also be based on specific calendar dates to make allowance for public holidays or other events IP Office Toggle Calls Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system presenting them one at a time to the user This does not include those Suspended at the Local Exchange or Central Office IP Office Unconditional Forward to Voicemail IP Office unconditional forward to voicemail is the ability to forward calls to IP Office voicemail even when the user s voicemail is not activated This IP Office feature allows a user who is familiar with the existing IP Office functionality of diverting all calls to a person or a group to follow the same pattern and divert all calls to an IP Office voicemail box instead IP Office VCM Channels IP Office VCM Channels are Voice Compression Modules which enable use of IP phones on your IP Office system Voice compression modules work on concurrent use basis Features such as Channel compression module required for IP Trunking and IP extensions to IP403 IP406 and IP412 are included on Voice
215. x or to any other mailbox for later retrieval Alternatively recordings can be stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office An option allows to detect a tamper verified recording to avoid any abuse of recordings This is available for recordings in a voicemail box and in the central database of contact store as well The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls Alternatively calls can be manually selected for recording If for any reasons yay VF olad oie LLS Coll al eal Jha aw QhLS ole ool l Slol AF YYA VYY la Sauls AF YYA AA olas AF YYA Oe i bg 8 info AVAYeRAAS ir Ll www AVAYeRASA ir colu Gs AVAYe RASA resources are not available then a recording may not be taken for example all voicemail ports are busy IP Office VoiceMail Pro provides a number of methods for triggering the recording of a call Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application The proportion of incoming and or outgoing calls that should be recorded and the time period during which Voice Recording should operate can be selected User Recording e The calls to and or from a particular user can be automatically recorded By default the recordings are placed in the user s mailbox The configuration could be set whether on external
216. xtension number user right email address User templates for rapid programming and user rights for setting up user access levels IP Office Maximum Call Length IP Office Maximum Call Length is an IP Office feature that allows the IP Office system to control the maximum duration of any call based on the dialed number This for example could be used for controlling calls to mobile networks or expensive data calls made over the public network to ISPs IP Office Meet Me Conference Y VF olad oie LLS Coll al eal Jha aw bLs ole ool sl T AF YYAVVY be San bs AF YYA AVY clas AF YYA Os ig 2 2 info AVAYeRAAS ir Jl www AVAYeRASA ir culs og AVAYe RASA IP Office Meet Me Conference is also known as a conference bridge and is an IP Office facility which allows users to dial into a pre configured conference set up by the system administrator Voicemail Pro provides a pre configured facility to allow callers to be routed to a conference This provides added security through the use of Passwords and time date checking IP Office Message Waiting Indication IP Office Message waiting indication MWI is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user either in a personal voice mailbox or in a group mailbox or call back message When the message has been played or acknowledged the lamp is turned off All Avaya digital and IP
217. y the new IP Office Softphone can be used if the quality of service of the local internet connection is adequate The IP Office teleworker user license enables a user to use one X Portal for IP Office and the IP Office Video Softphone UMS functionality for voicemail email integration is also enabled providing synchronization with any IMAP e mail client this requires Preferred Edition IP Office Text To Speech TTS In addition to providing a unified mailbox for voicemail messages emails and fax message IP Office VoiceMail Pro can also provide the ability to retrieve email messages through the telephone When operating in INTUITY mode and with Power Users and or Mobile Workers licensed these users will be presented with a list of both voicemail messages and email messages The emails can then be read out over the telephone When accessing messages through the telephone all new voicemail messages will be presented to the mailbox owner before any new email messages When accessing an email message the system refers to the message as New message with text Emails will be read based on the user language setting in IP Office depending on the TTS engine capability With no additional TTS engine installed IP Office VoiceMail Pro TTS will use the TTS engine installed with the Microsoft Windows operating system There is an optional IP Office upgrade IP Office Text To Speech with which 22 languages are supported With IP Office Text To Spe

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