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IP Office 9.0 Product Description

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1. 911 Emergency Dialing Direct Line Pickup Features PBX Mode Abbreviated Ringing Display Personal Line Termination Absent Text Display Language Personalized Station Ringing Absent Text Message Inspect Display SD Card Feature Key POT Support ID Account Codes Display System IP Address Privacy Allowed Disallowed Lists Display System Release Recall Application Programming Interface Distinctive Differentiated Ring Redialing Features TAPI Attendant Operator Positions Do Not Disturb Send All Calls Remote Call Forwardin Mobile Twinning Auto Attendants Emergency Do Not Disturb Override Remote Access to Modem Greeting Auto Attendants Multiple Doorphones max of 2 Ringing Line Preference Automatic Callback Emergency Phone Number List Ring on Transfer Automatic Daylight Savings Time External Hotline SD Card Startup Shut Down via TUI Automatic Extension Privacy Extension Hunt Groups SMDR Auto Dialing Extension Name Display Speed Dial Features Automatic Line Selection Fax Machine Extensions Station Lock Unlock Automatic VMS Coverage Feature Button Sub Menus see Auto Attendants Backup Failure Alarm Flexible Dial Plan System Password Backup Programming Automatic Group Calling Ring Page System Groups Backup Programming Manual Group Hunting Ring Voice Transfer Transfer Return Signal Bridging Joining Calls Group Pickup Transfer Return to Programmable Extension Call Coverage Hold Unique Line Ringing with Override Call Forward
2. 375 Hunt Group Broadcast Messages 376 Personal Distribution Lists 376 Cascaded Out Calling 376 Campaign Manager 377 Call Recording 379 Call SGre gu iani oaa ii iire aada 380 IP Office Contact Recorder 380 Centralized Messaging with Avaya Communication Manager EE E E EE EE E E EEE 382 Voicemail Feature Comparison 382 19 Mobility one X Mobile Preferred for IP Office 386 On Site Mobility 388 External Mobility 390 3rd Party Mobility Solutions for Use with IP Office 393 20 Audio Conferencing IP Office Preferred Edition Meet Me Conferencing SOON Rime Ad NRA nn ea 395 Product Description 2013 AVAYA All rights reserved Page 5 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 1 Introduction Product Description 2013 AVAYA All rights reserved Page 6 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1 Introduction This document is not a contractual document The specification of the Avaya IP Office family is subject to change without notice Not all components and features documented are available in all territories refer to your Avaya representative for further details This document should be read in conjunction with any issued technical bulletins and or product offer announcements Avaya IP Office Simple Powerful Communications for Small Businesses What is IP Office IP Office is a versatile commun
3. Lard Slots _ a _i cri 1 2 3 4 cpu LI SsemsSp Ophea Sp Opkra St QG R5232 DTE Reset Expansion ports for Status LEDs Port switch Expansion Modules ee ii System SD card slot External LAN Parts i Optional SD card slot music on hold LAN LAN1 External output switch input WAN LAN2 The front of the IP500 V2 Control Unit has 4 expansion bays which supports the following system modules e Combination Card Analog Trunks The Combination Card provides 6 digital station DS ports Ports 1 6 2 analog station ports Ports 7 8 4 CO line ports Ports 9 12 and 10 voice compression channels e Combination Card BRI Trunks The Combination Card provides 6 digital station DS ports Ports 1 6 2 analog station ports Ports 7 8 2 BRI trunks Ports 9 amp 10 each trunk providing 2B D digital channels and 10 voice compression channels Note The system supports a maximum of two Combination Cards of either type e DS8 Card Max 3 per system The DS8 Card provides 8 digital station ports Ports 1 8 and supports 1 of the following optional trunk cards ATM4 BRI4 supports 2 BRI trunks via ports 9 amp 10 BRI 8 supports 4 BRI trunks via ports 9 12 or a PRI E1 This card supports only the 1400 and 9500 Series telephones Note Each BRI trunk provides 2B D digital channels e TCM8 Card Max 4 per system The TCM 8 Card provides 8 digital station ports Ports 1 8 and supports 1 of the following opt
4. Product Description 2013 AVAYA All rights reserved Page 256 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya Telephone Features Programmable Buttons As well as the usual dialing keys Avaya digital and IP telephones have dedicated function buttons like 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 Busy Lamp Field BLF Indicators Feature e Status indicators which show the status of a programmable buttons associated feature or function Benefit Indication of when a button or associated feature is active Description 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 ind
5. Product Description 2013 AVAYA All rights reserved Page 128 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Accessories Bluetooth Adapter The Bluetooth Adapter for 9600 Series IP Telephones allows Bluetooth communications devices such as headsets to interoperate with 9600 Series telephones The adapter allows highly mobile workers to use the same Bluetooth headset with their 9600 Series Deskphone as they use with their cell phone The Avaya ABT 35H Bluetooth headset when used with the Bluetooth Adapter supports a wireless range of up to 30 feet from the Deskphone and provides simple call control answer hang up directly from the headset For users while at their desk the Bluetooth Adapter allows the freedom of hands free communication along with investment protection for those already utilizing Bluetooth headsets while on the go It supports the Avaya ABT 35 as well as many other third party Bluetooth Headsets The Bluetooth Adapter can be used with all 9600 telephones except the 9620L and the 96x1 These phones require a separate Wedge stand Gigabit Ethernet Adapter The 9600 Gigabit Ethernet Adapter can be fully integrated into a wedge stand of the 9600 telephones and provides a transparent upgrade option if customers decide to install Gigabit Ethernet at a later date It is fully integrated into the management interface of the 9600 telephones It requires a separate Wedge stand Product Description 20
6. 3720 DECT This telephone is fully supported on the Avaya DECT R4 system Standard DECT handset Black and white display with Backlight and Icons Loudspeaker hands free Graphical user interface Four way navigation key 6 built in UI languages Standby 180 hours Talk Time 16 hours under optimal conditions This handset is also GAP compatible It can therefore be used on other DECT systems including Avaya IP DECT However when in GAP mode the functionality is limited to standard call DECT roaming and handover Access to other features including IP Office central directory and time of day is not available in GAP mode Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 168 Issue 27 01 0 Thursday September 26 2013 3725 DECT This telephone is fully supported on the Avaya DECT R4 system Standard DECT handset Color Display with Backlight and Icons Loudspeaker hands free Build in Bluetooth 2 0 supporting the headset profile While others standard compliant headsets should work Avaya has only tested a selected number See list of Headsets 136 Graphical user interface Four way navigation key 19 built in UI languages However in some languages menu items may appear in the English language Standby 180 hours Talk Time 16 hours under optimal conditions Bluetooth headset interface Bluetooth 2 0 handsfree profile Liquid and dust protected IP 44 Multi functio
7. Bandwidth Allocation Control Protocol allows the negotiation with the remote end of the data call to request additional calls to be made to improve aggregate data throughput Callback Three types of call back are supported e LCP Link Control Protocol After authentication the incoming call is dropped and an outgoing call is made to a predefined number to re establish the link e Callback CP Microsoft s Callback Control Protocol After authentication from both ends the incoming call is dropped and an outgoing call to a predefined number made to re establish the link e Extended CBCP Extended Callback Control Protocol Similar to Callback CP however the Microsoft application at the remote end will prompt for a telephone number An outgoing call will then be made to that number to re establish the link Domain Name Service DNS Proxy Domain Name Service servers provide the translation of names such as www avaya com to the domain s IP address required to establish a connection IP Office provides this service to PCs on the network by proxy Network Address Translation NAT Network Address Translation is a mechanism that allows you to use different IP address on your private network behind a router with a public IP Address When connecting to the Internet ISPs typically want a customer to use an IP address they have allocated Using NAT this is easily accommodated eradicating the need for the customer to change the
8. Description Many Avaya digital and IP telephones supported by IP Office have programmable buttons These buttons can be assigned to appearance functions that allow the handling of calls These functions are 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 Line Appearance A Line Appearance is a representation of a trunk line on the IP Office system where the indicator 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 They cannot be used with E1R2 QSIG and IP trunks Call Appearance Buttons Feature e Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call e Separate buttons are used to represent each simultaneous call that the user can make or answer e Where possible the status of the calls ringing connected or held is indicated by the button indicator Benefit e Call appearances allow a single user to make answer and switch between multiple calls by pressing the appropriate call appearance button f
9. Each model also includes one touch access to key applications including Contacts History previously Call Log and Home previously menu One touch access to these core applications simplifies the user experience and eliminated the new to navigate through menus to get to the most commonly used features On top of that when connected to IP Office these telephones will offer access to advance IP Office features like Visual Voice IP Office Feature menu or centralized storage for call log system directory and personnel directory With that they offer full support of the hot desking capabilities of IP Office The 9504 has a four line monochrome display with backlight while the 9508 has the same backlight 8 line monochrome display as the 9608 IP version These models support a dual position stand at approximately 40 or 60 degrees The display is fixed and is not adjustable like other 9600 Series IP Deskphones The 9504 and 9508 do not support removable faceplates 9504 Product Overview 9508 8 Physical Buttons 4 Administrable buttons 3 12 24 pages Number of display Lines 4 8 Display fixed 181 x 56 dots 4 rows x 32 181 x 121 dots 8 rows x 32 characters characters Softkeys 4 4 Product Description 2013 AVAYA All rights reserved Page 137 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Dual Position Stand Yes Yes Speaker handsfree Yes Yes DSP based full duplex handsfree Applications
10. SIP Trunks Empty INVITE support IP Office can now allow incoming SIP trunk calls to the IP Office without SDP in the INVITE These slow starts were formerly rejected with a 503 Service Unavailable response The Offer Answer model allows for an INVITE with no SDP but then the OFFER must present in the 200 OK and the answer is then provided in the ACK The Offer Answer model allows for an INVITE with no SDP but then the OFFER must present in the 200 OK and the answer is then provided in the ACK Automated On Boarding and SSL VPN Enhancements IP Office R8 1included the successful introduction of the new IP Office Support Services maintenance offer To support the offer automated on boarding and SSL VPN functionality was introduced in release 8 1 IP Office release 9 0 builds upon the initial introduction by expanding the IP Office elements that can use the automated on boarding and SSL VPN connection providing release over release updates to the inventory file to represent new hardware elements and additional material codes required to support the evolution of the IPOSS offering Key enhancements include e SSL VPN manual configuration for Basic Edition through Web Manager so as to facilitate the use of SSL VPN by Business Partners who are establishing their own SSL VPN infrastructure In R8 1 manually configuring SSL VPN was limited to using IP Office Manager and therefore one could not configure SSL VPN tunnels to systems running
11. 1 LCS Microsoft Live Communications Server 2003 Avaya IP Office Plug in for Microsoft Outlook Microsoft Outlook is an application that many knowledge workers invoke in the morning and keep running all day The IP Office Plug in for Microsoft Outlook brings a subset of the Avaya one X Portal for IP Office user experiences to Outlook The plug in allows the user to communicate with contacts without leaving the Outlook window and without needing to bring up separate client applications This vastly improves user productivity Avaya IP Office Plug in Directories System AVAYA ore amp Personal gt Vinit Rewatkar Dialpad amp Call control Telephony presence User presence of system contacts User presence published by contacts on other presence networks eg GoogleTalk Calendar presence Calllogs Visual voicemail Santosh Khore r Cu Shashikant Jagdale Dre iwasan grhart xe Pune Ox Sudheer Reddy Subarrys Hanah 4 f 9881300572 Cm Avaya IP Office Plug in for Microsoft Outlook provides the following features e Initiate a voice call to work to home or other numbers e Get notifications for incoming calls with options to accept or reject e Listen to voicemail e View Call history e Export Outlook contacts to Avaya one X Portal for IP Office Server e Show presence of users Telephony presence User presence of other system contacts User presence published by contacts on other
12. 2013 AVAYA All rights reserved Page 385 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 19 Mobility Sales or service reps who are always on the road know the challenges missed calls phone tag languishing voice messages delays in decision making and frustrated customers Plus the real possibility of missed transactions and lost revenue Equipped with Avaya IP Office Mobility Solutions mobile associates never need to miss an important customer call or a question from someone in the office And they ll be able to give customers just a single phone number their office number where they can be reached regardless of their location Personal mobile phone numbers are never given out but all calls ring simultaneously on their desk telephones and their mobile telephones So if they are at their desks or on their mobile telephones they ll get the call With IP Office Mobility Solutions they maintain the agility that gives them an edge over larger competitors Decision making will be speeded up quick responses to customers and colleagues are enabled and the solutions will help to ensure that deals close with this real time connection One X Mobile applications require answer supervision and disconnect detection for proper functioning As a result the one X Mobile applications will not work with trunks that do not support answer supervision and disconnect detection One X Mobile applications will function properly on trunk types such
13. Expansiontt Expansiont2 V2 192 168 0 70 Ed 1921680680 Ea The IP Office Manager can be launched directly from the web control GUI If the manager tool does not exist the web control GUI automatically downloads and installs the latest version of the manager tool The following PBX functions are solution wide at a multi site level e Users e Hunt Groups e Short Codes e Incoming Call Routes e Directory e Time Profiles e Account Codes e User Rights Templates Several templates are supported and can be created from the IP Office Manager in the Server Edition mode e Line User e Extension e Hunt Group e Time Profile e Firewall e IP Route e ARS entries Note IP Office Manager supports both online as well as offline configuration modes Backup and Restore IP Office Server Edition has several backup and restore options e Automated 24 hour local backup of firmware configuration and security settings not Linux packages e Manual backup restore commands from Phone SSA Manager e Automated use of backup copy on restart errors e IP Office Manager for Server Edition saves a complete set of configuration files on Primary Server and can optionally save to local PC directory e VMPro and one X Portal can be administered to save periodic backup sets on the Primary Server manual or automatic e Primary Server has manual Backup Restore commands on Web Control that copies all backup file sets Product Description 2013 AVAYA Al
14. IP Office Preferred Edition 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 mailbox 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
15. Manager Not checked Manual Configuration Utility ICU Backup restore Individual per IP Office and Centralized per application Access and interconnects checked by SE Manager Device Status connectivity IP Office Initial configuration Automated with Initial Auto population of Multi Site links and common configuration Immediate indication if device offline or incorrectly networked Remote install technician without IP Office knowledge Security settings not backed up Embedded VM AA Supported Central VMPro only Voicemail Pro Ports Voicemail Pro VRL VRLA VBA Database access VMPro server Supported on Windows Not supported Supported Not supported Software distribution Admin DVD Apps DVD Single ISO distribution No Yes Controlled introduction at present Software Only Solution Single management portal Additional VMPro ports up to 100 Max can be added on Secondary server for resiliency Use DevConnect Solutions for Call Center Contact Center Call Reporting applications Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 86 Issue 27 01 0 Thursday September 26 2013 Server Edition Key Components IP Office address Mid market via three key components 1 IP Office software running on a Linux server required 2 IP Office software running on the IP500v2 optional 3 IP Office Server Edition license required for each com
16. Operating System and Device Support Flare Communicator for iPad will be supported on the following Apple iPad tablets and Operating System versions iPad2 or newer with iOS 5 0 Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 340 Issue 27 01 0 Thursday September 26 2013 Chapter 16 Receptionist Product Description 2013 AVAYA All rights reserved Page 341 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 16 Receptionist SoftConsole is the PC based Windows Receptionist solution for IP Office It can be purchased with the Receptionist user license 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 SoftConsole can be minimized in the Windows system tray when not in use but will pop up on the screen when a call is received AVAYA Title Bar IP office SoftConsole Anne Webb Menu Bar Tool Bar Calling Name May Spring Call Details Calling Number 208 L Abbey Nortin Called Name Anne Webb Anne Webb Called Number 209 Barry Shear Call Status Alerting l ale Directory amp Barry Smith Queue
17. Using TUI System Administration on ETR 1400 Series 9500 Series and Norstar sets the buttons under the display become soft keys which are used to navigate and change the administration items There are also shortcut codes which enable the administrator to jump to particular administration items Centralized Programming is similar to System Administration but it is used to administer buttons and other options for any phone in the system Individual Programming continues to be supported allowing the phone user to program buttons on their sets e Graphical User Interface GUI PARTNER Mode can be administered using the IP Office Web Manager IP Office Web Manager is a new browser based management tool designed 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 1P500 V2 Version 8 0 27240 Mu daare instaBed Contret Lit IF 580 V2 Miena Moguer COMBOR210VATMS COMO 062 VOUATM Eoman Nese Bodies Patu Ex local 1212146108 Y Active Available hective Name Active Opan hour A lt 2 Syston information a 16 XO 0 32 Asio PTT 1200 pu Attengant 1 Amoon 54m PM usde PIX A Ae 1200 PM Aftentant 2 Antamoon 55 PM Packeeet 141 1478064 aus 1200 PM Atteetant Anemoon 5320 pu g Arte bye 10522
18. e Minimum 1 GB RAM Optimal 2 GB RAM Hard Disk Space 50 MB Operating System Mac OS 10 6 Snow Leopard Connection IP network connection broadband LAN wireless Sound Card Full duplex 16 bit or use USB headset For HD video the minimum requirements are Intel Core 2 Duo 2 3 GHz or equivalent hardware video acceleration camera and 2GB RAM Note that these are recommendations Depending on other applications on the Mac IP Office Video Softphone cannot guarantee uninterrupted Voice and or Video quality While IP Office Video Softphone runs with high priority on the Mac in order not to be impacted by normal applications other programs with similar priority could impact IP Office Video Softphone performance Example applications could be other Multimedia or communication applications like web sharing programs or programs that are essential for performance like some Virus scanners or firewall programs Flare Communicator Avaya Flare Communicator is a collaboration software client that delivers an innovative interface for real time communications for Windows and on the iPad It enables users to handle phone calls instant messages presence enterprise contacts and launch e mail all from the same interface Flare communicator delivers the intuitive graphic design of the Avaya Flare Experience spotlights media menu notification bar and contact cards This provides a new level of collaboration for users and is the first
19. gt D but G r s 0000 Irrien Loctte Untied Hegde Goan GUN v Featui eo Configured a Calling Group 1 Abloowed List 1 Duyigr Swing Oft Calling Group 2 Atiowed List2 Iu hune 1 per hore Line 6 m Calling Group 3 Adlowed List 3 mat 0 Cat 4 an 4 Tatensione ailing Group 3 Louve d List z et Licerues 90 x Web Manager main screen For off line configuration Upgrades back up and restore it is recommended that Manager continues to be used Simplified Manager is a PC GUI application inherent to the IP Office Manager application Although system administration can be completed via either the TUI or GUI method some advanced features such as SIP and PRI E1 administration require the Manager application When you execute Manager the program searches for any IP500 V2 units running PARTNER Mode on your network and will automatically connect using the default login and password You are then presented with a Simplified Manager Screen Product Description 2013 AVAYA All rights reserved Page 35 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Welcome to IP Office Essential Edition PARTNER Version Administration What would you like to do Please review the current IP Office Setup below __ Change Remote Administration Password fa Control Unit IP 500 V2 Change System Semoga Internal Modules COMBO6210 ATM4 ETRGIPRIS U PHONES Create Calling Lists Expansion Modules OIG OCPx16 V
20. lt mo Average Answer Time CY y 7 v gt 1600 Average Wait Time __ Calls Waiting Grade of Service Internal Made gt 7 71 099 Longest Wait Time __ _ NewMessages Y 1 4 gt 199 i Outbound Calls External 7 gt 199 Overflowed Answered MY Yy 74 gt 199 Overflowed Calls _ Overflowed Lost Presented Calls Queue State y Queue State rime 7 gt 1600 Routed to Other 7 7 7 74 gt 199 Routed to Voicemail 7 7 7 74 gt 199 Talk Average gt 7 7 74 15600 Talk Inbound Talk Internal Talk Outbound Average gt 1 600 Mransferred TC 7 7 47 gt S 4 4 Se sie i ns GISI i sa oS Product Description 2013 AVAYA All rights reserved Page 403 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Agent View In Customer Call Reporter the Agent view is part of the agent reporting license every licensed agent will be able to run their own view An Agent is able to login via a thin client web browser session and associate with a Supervisor The Agent view also displays any alarms that have been set by the Supervisor Log Off Help AVAYA Status IP Office Customer Call Reporter Agent3 17 02 47 Change Passwo Graph a Queues F ci F Hez CJ rorat Ag
21. one X Portal Yes 1 Services Telecommuter Yes 1 options UMS Web Services Yes Ve ves Yes Yes es Pen Preferred Callback mode 8g He B at One X Mobile Preferred VoIP Es Es One X Mobile TTS for Email Reading IP Office SoftPhone Remote Worker 2 Flare Communicator 3 1 These features are supported for Basic User users on upgraded systems with the appropriate pre Release 6 0 legacy licenses 2 The mobility features such as Mobile Call Control Callback one X Mobile Lite are enabled for all users by the Essential Edition system license 3 The system supports users using remote H 323 or SIP extensions On non Server Edition systems up to 4 Basic users are supported as remote extensions without needing to be licensed ie not configured and licensed for a user profile Additional remote users are supported if licensed and configured for either a Teleworker or Power User user profile On Server Edition systems remote workers are supported for users licensed and configured for the Power User user profile 4 Supported for advanced Flare Communicator usage if one X Portal and Voicemail Pro applications are also installed If otherwise only basic Flare Communicator usage is supported Basic Flare Communicator usage can also be enabled for any user profile using an Avaya Softphone license material code IPO R9 SOFTPHONE ADI LIC 275663 Basic User This functionality would be suitable f
22. 2013 AVAYA All rights reserved Page 366 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Fax Messages Integration with fax software integration with fax to the desktop or client fax applications can be realized through the use of fax servers This allows an email client for example Microsoft Outlook to be utilized as an easily affordable unified messaging solution The many benefits of unified messaging include security as faxes are sent to the user s PC rather than on paper for everyone to see ease of use and efficiency in terms of storage and retrieval of messages and the great gains that can be made in overall workforce efficiency and productivity To enhance the support of third party fax solutions Voicemail Pro supports the automatic detection of incoming fax calls Traditionally a dedicated telephone number is provided for all incoming fax calls In addition to or as an alternative to the Voicemail Pro Menu action or a subscriber s voicemail box INTUITY mode can automatically detect any incoming fax calls and then direct the call to a predefined location The benefit to a business or user is that only one number is required for either voice or fax calls The Voicemail Pro can store the default fax location for the automatic routing of fax calls Alternatively with fax tone detection at the voicemail box each voicemail box can have a fax location number If a voicemail box owner has set his or her own fax number
23. Page 2 Issue 27 01 0 Thursday September 26 2013 Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009 The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http support avaya com licenseinfo under the link Heritage Nortel Products For Heritage Nortel Software Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level solely for the purpose specified in the Documentation and solely as embedded in for execution on or in the event the applicable Documentation permits installation on non Avaya equipment for communication with Avaya equipment Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation Software or hardware provided by Avaya All content on this site the documentation and the Product provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights rela
24. Product Description 2013 AVAYA All rights reserved Page 373 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Visual Basic VB Scripting The Voicemail Pro call flow programming interface allows an administrator to provide Visual Basic VB scripted logic that can be interpreted by the Voicemail Pro server This ability enables system administrators to program the voice system via VB Scripts thus providing additional choice and flexibility in providing IVR applications The VB script action contains a VB Scripting parser Syntax checker to ensure the legitimacy of the administrator derived VB Script before its incorporation Each VB script action used within a call flow can contain a maximum of 10 000 characters however a call flow may contain multiple VB script actions within it On a right mouse click in the VB Script window the methods and variables are available will be listed to assist when constructing call flows peur LRU Voicemail Pro Client Offline COUNTER COUNTERS COUNTERS ER COUNTER10 a Specific Start Points A Users Enter VBScript COUNTER11 BE COUNTER 12 HE Groups Sub Main dlgid A Short Codes dim registration COUNTER13 4 5 Set Voice CreateObject vmprov5 voicescript COUNTER14 1 a Pelault otal oaks registration Voice Register dlaid User Variables if registration Then COUNTERIS cPO CP1 Modules de ge 1_2ndMenu COM Properti
25. SMTP 12 357 363 413 SMTP email 413 SMTP POP3 367 SNMP 130 148 149 150 200 202 204 297 413 418 430 SNMPv1 430 So8 427 So8 Module 427 Soft 10 185 244 SoftConsole 14 97 241 244 247 257 264 342 346 347 348 SoftConsole Administration 347 SoftConsole gives operator 342 SoftConsole Options 346 SoftConsole PC Requirements 348 SoftConsole Telephone Requirements 347 Software Developers Kit 350 Software Development Kit 12 350 SOHO 245 Sophisticated Queue Announcement 357 SOS Emergency key 180 Speaker button 260 Speaking Clock 357 382 Special Features 4625 SW 204 5410 202 5420 204 5621 SW 204 Special Services 292 Specialty Handset Support 229 Speed Dial 202 204 257 326 Speed Dial List 202 204 Sprint 292 SQL 372 SQL Query Builder Wizard 372 SSA 419 SSA connects 419 SS CNIP 291 SS CNIR 291 SS CONP 291 SS CT 291 SS MWI 291 SSS 292 STAC 430 Stac Lemple Ziv 310 STAC LZS Compression Protocol 430 stackable 97 Stand Charging 189 Stand Power Supply Adapter Charging 189 Standard 40W Power Supply Unit 427 Standard Edition 14 Professional Edition 97 standards based 10 11 261 standards based TAPI 261 Starter Kits 178 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 463 Issue 27 01 0 Thursday September 26 2013 Index starting Day One 7 station access 113 Status 13 97 187 206 244 246 250 257 261 342 346 351 357 380 413 419 St
26. The On boarding menu guides the user through the required steps listed briefly below 1 The Get Inventory File option extracts the IP Office inventory from the configured IP Office into an inventory xml file which is stored on the user s laptop or system 2 From the user s browser click the Register IP Office button to proceed directly to the IP Office Global Registration Tool GRT landing page 3 The user logs into GRT with their SSO log in credentials entering the specific customer Sold To and other site specific information 4 The IP Office inventory file is then uploaded into GRT which will then use this information to create the installed base inventory record 5 If the user has requested remote access into Avaya then GRT will automatically generate an SSL VPN Onboarding xml file which is downloaded to the machine running the web browser 6 The Onboarding xml file is uploaded to the IP Office by clicking on the Upload button located in the Upload On Boarding file area After completing the steps outlined above the inventory installed base creation and the technical registration to establish SSL VPN connection into the Avaya services infrastructure is now completed Note Some exceptions and conditions apply to the On Boarding Automation tools as they are described above e Not supported on the IP Office 500v1 system e Not supported on the external expansion applications server Material Code 26981026 used
27. _ 7 Video adds a new level of interaction to the standard phone communication so this is especially useful for users working from a remote location needing to get in touch with colleagues in the main site or when used in an IP Office Small Community Network Product Description 2013 AVAYA All rights reserved Page 332 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Overview The following feature overview is applicable when using the IP Office Video Softphone in Client mode When used in application mode functionality depends on that application e Making and receiving calls e Sending and receiving instant messages to from contacts e Multiple Call Appearances No bridged or line appearances e Hold transfer attended and unattended e Message waiting with direct voicemail access e Audio Conference IP Office based e Video Conference softphone based e Local call log local directory e Access to IP Office directory system corporate personal e Feature keys for up to 12 IP Office features like o Forwarding various methods like all busy no answer o Park Unpark o Pick up any group member o Voice Mail on off e Speed Dial Tab with Busy Lamp Status o Free Configurable Speed Dials 12 60 Buttons o Visual Indication of User Status Busy Alerting o Pick Up of Alerting calls o Busy beep support Features keys can be selected and self administered from a list of features that is downloaded from IP Of
28. s computer or PDA The IP telephones include e IP Phone 1100 Series The IP Phone 1120E and 1140E are IP color display telephones They offer a fully pixel based high resolution backlit display They are optimized for Web centric applications such as phone support under XAS G XAS They also provide USB support for peripherals such as a keyboards or mouse e Key Expansion Module for the IP Phone 1100 Series The Expansion Module for IP Phone 1100 Series is a hardware accessory that will provide up to 18 additional line programmable feature keys per module The module is supported on the IP Phone 1120E and the IP Phone 1140E e IP Phone 1200 Series The IP telephones 1220 and 1230 are BCMs family of IP Phone tailored for the SMB market and now also supported on IP Office They provide a rich set of capabilities at a price competitive for the SMB market e Key Expansion Module for the IP Phone 1200 Series The Expansion Module for IP Phone 1200 Series is a hardware accessory that is available in two options A 12 key LCD based model or a 18 key based LED module The modules are supported on the IP Phone 1220 and the IP Phone 1230 e Please note that the following telephones available with BCM are not supported on IP Office 1210 1110 Product Description 2013 AVAYA All rights reserved Page 207 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Phones Benefits e Support connectivity to heritage Nortel VoIP enab
29. 10 x File Edit View Insert Manage Tools Config Window Help Aals 3 8 AIS LEE Sl lal A eo CN 192 168 44 192 168 44 255 Client IP_Office_403 sun IP_Office_403 192 168 44 255 92 168 44 For Help press F1 localhost Administrator Supervisor h 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 e Generic e Trunk lines e Embedded Voicemail Card e VCM e Expansion modules e Applications e License e Phone change e CSU Loop Back IP Office sends email notifications directly to the email server no additional PC client is needed System Status Application The 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 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 real time status historic utilization and alarm information for ports modules and expansion cards on the system SSA connects to all variants of IP Office using an IP connection that can be remote or local
30. 18 Messaging 24 Technical Specifications IP Office Essential Edition Embedded Voicemail 356 INteriaCSS sce ee et Gen eee 430 IP Office Preferred Edition Voicemail Prot 2 452 g57 PTOtOCO S SR En ere 430 IP Office Preferred Edition Voicemail Pro 25 Licenses Reeilencs and Backup at gigs Seat rad we de ocd Basic Edition Licenses tenes 435 miarana OF ice wid Emal Systems ut 363 Standard Mode Licenses 435 Unified Messaging Service UMS ss ns 364 Server Edition Licenses 437 Fax Messages se DR ay econ tee 367 Small Community Network Licenses 438 ee ee Saran 368 Upgrade Licenses cc ccceeeeeeeeeeeeeeetteeeeetteeeeeeee 439 Trunk Licenses 439 Networked Messaging 369 Alito Attendant muancnsinwwacntinantednacnnts SD ANSE 41 Personal Numbering 371 IP Endpoint Licenses BORGO pda ps erg TL SY aes re Other System Licenses 444 Accessing Database Information within Call Flows MATOS Re AN os et busca tee 372 Trial LICCMSOS ns en ne ns Mit 445 Using Text To Speech TTS Facilities within a Call 26 Appendix FIOW weet Aa eee aS A es eds 373 Visual Basic VB Scripting 374 Extended Personal Greetings
31. 2 External Participants Each external caller requires a digital trunk VoIP channel for example 1 T1 allows 23 24 external parties 1 E1 allows 30 parties and a fully licensed VCM 64 allows 64 parties 3 Use of Conference Resources by Other Features System features such as call intrusion call recording and silent monitoring all use conference resources as does automatic recording if enabled When any of these features are active the number of slots available for conference parties is reduced For example a conference call between 3 parties and being recorded will use 4 conference slots 4 The IP500 Supports 128 Conference Members The total capacity of the IP500 V2 is 128 party conference resources However the restriction of a maximum of 64 parties in any individual conference still applies 5 Meet Me Conferencing on IP500 requires Preferred Edition IP Office IP500 V2 supports basic or ad hoc conferencing but if Meet Me capabilities are required the IP Office Preferred Edition license should be purchased for direct dial into a conference bridge with PIN code security In an SCN network only one centralized Preferred Edition license is required to host Meet Me conferences at any of the sites Conference IDs are also shared across the SCN sites IP Office Standard Conferencing Features The IP Office provides the following features and benefits relating to conferencing e No special conferencing equipment required You only need a
32. 2013 BST Central Answering Position T7316E T24 The BST Central Answering Position is an expandable desktop telephone that allows administrative assistants and emergency contact centers the ability to centralize and efficiently distribute calls By attaching the T24 Key Indicator Module KIM directly to the T7316E office administrators and emergency contact centers can transform the pace and efficiency of their operations while maintaining an exceptional level of customer service IP Office does have the concept of Ordinary KIMs and Enhanced KIMs all buttons can have line appearances On IP Office there is an overall system limit of 1024 buttons of any kind of expansion module Digital IP T24 Product features e BCM and Norstar compatible e Two versions of the T24 are available Enhanced for line appearances and Ordinary for features and autodialers e Multi line with multi segment call appearance icons e 24 programmable buttons for lines features autodials e Busy Lamp Field Direct Station Select support e Multiple appearances of hunt groups e Multiple line appearances e 4724 s per T7316E without power supply e 9724 s per T7316E with power supply e Desk or wall mount e Colors charcoal and platinum Product Description 2013 AVAYA All rights reserved Page 224 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 M7000 The IP Office TCM8 module and DS16A 30A modules also support the Norstar and BCM
33. 2013 AVAYA All rights reserved Page 462 Issue 27 01 0 Thursday September 26 2013 Index Service Provider conferencing services 395 service provider supporting 240 Service Providers 10 97 240 292 294 297 312 326 395 service by service 309 Session Border Controller 294 Session Description Protocol 430 Session Initiation Protocol 267 288 294 Privacy Mechanism 430 Set Absent Text 265 Set Account Code 265 Set Authorization Code 265 Set Hunt Group Night Service 265 Set Hunt Group Out Service 265 Set Hunt Group Out Of Service 265 Set Inside Call Seq 265 Set Message Priority 382 Set Mobile Twinning Number 265 Set Mobile Twinning Off 265 Set Mobile Twinning On 265 Set No Answer Time 265 Set Outside Call Seq 265 Set Ringback Seq 265 Set Wrap Up Time 265 SetCalllnfoBuffer 352 short code representing 377 Short Codes 241 262 263 265 299 310 356 377 396 Short Message System 363 ShortCode csv 415 Shut Down Embedded Voicemail 265 Signaling Conforms 292 Signaling Channels 178 292 Silence Suppression 270 288 Simple Network Management Protocol 418 430 Simple Outlook 326 Simple Telephony Call Basic 291 302 Simple Telephony Call Basic Call 291 302 Simple Traversal UDP 294 User Datagram Protocol 430 Simultaneous 287 Simultaneous VoIP Calls Maximum Number 287 Small Community Network 241 242 244 246 247 257 262 298 299 302 357 SMDR 97 253 350 SMI 187 SMS 363 SMS text 367
34. 209 Anne Webb Anne Webb 1940 2006 15 12 50 209 Anne Webb 1910 2006 15 14 33 206 Theresa Green Anne Webb 20 10 2006 08 53 50 206 Theresa Green Anne Webb 20 10 2006 08 55 09 206 Theresa Green Anne Webb 20 10 2006 08 56 07 209 Anne Webb May Spring 20 10 2006 09 06 28 210 Paul Jones Anne Webb 20 0 2006 09 14 26 e Status Bar This Shows current status of the system and is divided into four sections that display current connection status current Profile name information messages and The number of new voice mail messages for the operator Information messages include any alarm conditions that are present within the system Product Description 2013 AVAYA All rights reserved Page 345 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SoftConsole Options SoftConsole has many configurable options available to the operator to personalize the look and feel 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 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 queu
35. 307 309 357 430 Frame Relay 297 Front Door 233 FSK 430 FTP 311 G G 711 148 149 150 200 202 204 286 288 including 270 G 711 A law U law 288 G 711A 302 G 711MU 302 G 723 178 G 723 1 286 288 G 723 1 MP MLQ 288 G 723 1 270 G 723 1 6K3 302 G 726 16kbps ADPCM 380 G 729 178 288 G 729 Annex 288 G 729a 185 270 286 302 G 729a b 148 149 150 200 202 204 G711 encoding 185 187 Gatekeepers 267 270 requests 269 Gateway 10 182 267 269 270 284 285 297 306 307 Greetings 356 357 375 382 Greetings amp Mailbox Navigation 356 greetings provide 375 Ground Start 10 108 111 292 430 Ground Start 292 GROUP 415 Group Listen 265 Group Listen Off 265 Group Listen On 265 Group working 178 H Handover 178 Hands Free Pouch 182 Handset 24 97 148 149 150 178 180 181 182 189 229 239 243 247 260 261 297 309 310 350 357 376 Handset Liquid Crystal Display 189 handset offers high resolution 182 Handset Volume Control 189 229 Hands free Speakerphone 181 Hardware 97 178 348 Hardware provides 97 Header Compression 288 430 Header Message 382 Headset 148 149 150 180 181 182 189 200 202 204 230 234 264 265 Headset Socket 148 149 150 200 202 204 Headset Toggle 265 headset microphone 267 Heat Dissipation 427 Held Calls Panel 342 Held Panel 342 Help Desks Support Desks 372 HH 415 High Voltage 230 Hold 7 189 200 202 204
36. 418 4601 130 Exchange SMTP GFI FAXmaker 367 executing Acquire Call 263 Executive Wireless 235 Exit Queue 382 Expansion 97 99 108 109 111 200 202 204 206 292 418 419 427 expansion module provides 111 Expansion Modules 97 109 111 204 418 427 Expansion Units 427 Explicit Call Transfer 292 Explicit IV 430 Exporting 415 Extended Callback Control Protocol 310 Extended CBCP 310 Extended Personal 357 375 382 Extended Personal Greetings 357 375 EXTENSION NUMBER 415 External 108 External Bell 430 External Call 242 246 External Expansion Modules 108 External Number 255 262 292 356 External O P 97 External Participants 396 External Systems Forward Emails 382 Extn Login 265 Extn Logout 265 Extreme Alpine Series 270 Extreme Alpine Series switches 270 Extreme Networks 270 F failover 108 Fall Back 261 306 Fast Forward 243 356 382 Fast Forward Message 382 Fast Start 270 Fax 14 270 288 302 356 367 368 382 routing 357 fax calls 270 Fax Messages Fax Relay 288 Fax Transport 270 Faxination 367 FaxMail Pro 367 FCC 185 187 430 367 368 Feature Key 14 97 178 200 Feature Licensing 14 FEATURE NAME 415 Feature Support 382 Feature Table 229 Fenestrae 367 Fenestrae Faxination Server Microsoft Exchange 367 Field Data 353 File Transfer Protocol including 311 Finnish 180 181 357 firewall 11 97 297 306 307 311 396 Small Office Edition offers 308 firewall VP
37. All Avaya IP500 IP500 V2 IP telephones including DECT and WiFi telephones require an Avaya IP Endpoint license and will consume one instance of that license Note that this does not apply to the Avaya Softphone or Flare Licenses are consumed by each Avaya IP phone that registers with the system in the order that they register The license is released if the phone unregisters However it is possible to reserve a license for particular phones in order to ensure that those phones always obtain a license first if available This is done through the Reserve License setting of each IP extension Product Description 2013 AVAYA All rights reserved Page 443 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya IP phones without a license will still be able to register but will be limited to making emergency calls only Dial Emergency short code calls The associated user will be treated as if logged off and the phone will display No license available and Emergency Calls Only If a license becomes available it will be assigned to any unlicensed DECT handsets first and then to any other unlicensed Avaya IP phone in the order that the phones registered e Avaya IP Endpoint License 1 phone IPO R9 AV IP ENDPT 1 ADI LIC 275618 e Avaya IP Endpoint License 5 phones IPO R9 AV IP ENDPT 5 ADI LIC 275619 e Avaya IP Endpoint License 20 phones IPO R9 AV IP ENDPT 20 ADI LIC 275620 3rd Party IP Endpoint Licenses Non Avaya IP te
38. Product Description 2013 AVAYA All rights reserved Page 376 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Five destinations can be defined by the mailbox owner through the TUI Telephone User Interface The destinations selected in the escalation list are called in sequence The possible destinations are Desk e Mo obile Cell Home e Delegate e Other Each time an outcall event occurs each number in the escalation list will be called until either the call is answered or the end of the list is reached This process will be repeated on each retry attempt for the number of retries set Out calling preferences are set for global operation via the Voicemail Pro Client Out calling is only available in INTUITY Mode The administrator sets the number of retries and time interval between retries on a system wide level Campaign Manager As part of the IP Office Preferred Edition and Voicemail Pro 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 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
39. September 26 2013 PC Requirements Processor e Minimum Pentium 4 2 4 GHz or equivalent Video Card with DirectX 9 0c support e Optimal Intel Core Duo or equivalent Video Card with DirectX 9 0c support Memory e Minimum 1 GB RAM e Optimal 2 GB RAM Hard Disk Space 50 MB Operating System Windows XP Service Pack 2 Windows Vista 32 bit and 64 bit Windows 7 32 bit and 64 bit Additional Microsoft Windows Installer 3 1 Microsoft NET 3 5 SP1 Microsoft VC 9 0 Runtime Service Pack 1 Connection IP network connection broadband LAN wireless Sound Card Full duplex 16 bit or use USB headset For HD video the minimum requirements are Intel Core 2 Duo 2 3 GHz or equivalent hardware video acceleration camera and 2GB RAM Note that these are recommendations Depending on other applications on the PC Softphone cannot guarantee uninterrupted Voice and or Video quality While Softphone runs with high priority on the PC in order not to be impacted by normal applications other programs with similar priority could impact Softphone performance Example applications could be other Multimedia or communication applications like web sharing programs or programs that are essential for PC performance like some Virus scanners or firewall programs Mac Requirements Processor e Minimum Pentium 4 2 4 GHz or equivalent Video Card with DirectX 9 0c support e Optimal Intel Core Duo or equivalent Video Card with DirectX 9 0c support Memory
40. The user can disable automatic login as well as interrupt it any time Product Description 2013 AVAYA All rights reserved Page 333 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Username and Twinning When logged in to IP Office Video Softphone with their username and password the user will automatically be logged off from their existing desktop extension so the user is fully available on their normal number without any additional steps For users that are using a physical telephone e g in the office this is very convenient as they do not use a different extension for Softphone calls All calls will be routed automatically to the IP Office Video Softphone when logged in There is no need to use twinning to tie the IP Office Video Softphone to the standard desktop phone Supported Audio and Video Hardware IP Office Video Softphone can run with any Windows or Mac sound device supporting full duplex quality If possible audio devices are automatically detected and allocated to the IP Office Video Softphone IP Office Video Softphone supports simultaneous operation of two sound devices e g a headset or USB handset for normal calls and a USB handsfree unit for handsfree operation It is possible to switch between the sound devices at any time during the call For alerting in addition to that the PC speakers can be activated to ring the phone For ease of use similar to desktop telephones IP Office Video Softphone su
41. Thursday September 26 2013 e Direct Media Call Preservation Maintain an existing Direct Media Call even when the connection to the Call Server has been lost e Virtual Private Network VPN Supports secure telephony when used with a VPN enable router e Turkish and Polish User Interface Language selection e Automatic SBM24 Button module detection and support e Both BM12 and SBM24 button modules are now supported with IP Office easing the upgrade path for customers with 9600 and SBM24 hardware 96X1 VPN Support VPN Client of 96x1 phones is now supported with IP Office R9 0 including the 9608 9611 9621 9641 models ATM Combination Card ATM Combination Card support for programming ALS and line appearances for all analog POTs extensions in Basic Mode e Simplified Manager Web Manager and TUI allows programming ALS and Line appearance options e Any analog extension may dial 9 against intercom dial tone to access next available line in ALS list New Digital Station 30B and Digital Station 16B Modules Digital station modules with RJ45 interfaces B version will support Avaya IP Office phones DS mode or heritage Nortel digital phones BST mode DS or BST phones may not be mixed on a module Modules supporting either DS or BST may be mixed on each IP Office control unit Pricing for the new units is the same as existing DS modules Communications Accessibility Support Avaya IP Office offers an extensive portfol
42. 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 Product Description 2013 AVAYA All rights reserved Page 239 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Basic Call Handling Tones IP Office generates the correct user tones for the geography These tones are generated for all IP Office extension types analog digital and IP Supported tones are e Normal alternate and secondary depending on geography Busy e Unobtainable e Re order e Conferencing tone depending on geography Caller ID Feature e Display of the caller s number on incoming calls where supplied by the service provider e Sending of calling number on outgoing external calls Benefit e Confirmation and recognition of who is calling e Storage of Caller ID numbers for return calls e Directory name matching to Caller ID numbers e Screen Popping customer records in compatible applications Description Where supplied by the service provider the IP Office can receive and use the caller s 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
43. 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 Call Logs ETR sets Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual extension can be viewed in the Caller ID Call Log Once the feature is activated for an extension when a user activates the Caller ID Call Logging and Dialing F23 all Caller ID calls that are answered by that extension are logged Up to 3 extensions can be designated to log all calls both answered and unanswered regardless of where they terminated in the system Call Pickup This feature is used to answer any intercom transferred or outside call ringing at another specified extension Product Description 2013 AVAYA All rights reserved Page 41 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Call Timer Display Displays the duration of a call from the time it was answered Call Waiting Call waiting applies to analog single line telephones and applies to the following types of calls e Intercom calls e Transferred calls e Forwarded calls e Covered calls e Outside calls if the extension has a line appearance of the line e Voice Signaled calls Caller ID Features The following Caller ID features are supported e Caller ID Inspect FEATURE 17 Allows you to view Caller ID information for a second c
44. e Increased range of AVPP s to address the needs of diverse construct sizes Multitude of accessories are available o Dual Charger full charge accomplished in approximately one and a half hours Product Description 2013 AVAYA All rights reserved Page 183 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o Quick Charger full charge accomplished in approximately one and a half hours o Single Dual and Quad Chargers for the 3641 and 3645 telephones o Belt Clip o Nylon Pouch o Carrying case with Lanyard o Hands Free Pouch o Noise canceling headset o Over the ear headset Avaya IP Wireless Telephony Solution AWTS Open Application Interface OAI Gateway The AWTS Open Application Interface OAI Gateway enables third party software applications to communicate with the Avaya IP Wireless Telephones This serves as a two way messaging device Many companies provide applications that interface to your in house paging systems email and client server messaging Other vendors with complementary systems such as nurse call telemetry alarm and control system manufacturers are currently developing applications to interface with the Avaya IP Wireless Telephone solution Product Description 2013 AVAYA All rights reserved Page 184 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3641 Ruggedized Wireless Telephone The Avaya 3641 Wireless Telephone is a WiFi standard 802 11a b g telephone
45. for handsets and repeaters Deployment Tool Coverage Up to 5000 square meters per basestation Do Repeaters Up to 32 Oo Basestations Up to 8 IP Office DMC 320 Controller DMC 320 Controller Add a second controller to double capacity to 64 users Connection to IP Office Connection to IP Office is achieved by using one digital extension connection per DECT phone The same digital extensions interfaces are required that also support the BST digital telephones like the T7000 series of telephones Product Description 2013 AVAYA All rights reserved Page 192 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Digital Mobility Controllers The following controllers are available within the Digital Mobility offering e Digital Mobility Controller 080 081 DMC 080 081 e Digital Mobility Controller 320 321 DMC 320 321 The Digital Mobility offering has a multi cell option that allows you to link two DMC units together to effectively double the capacity delivering up to 5 000 square meters coverage per base station DMC 080 and 320 are supported in North America DMC 081 amp 321 are supported elsewhere Digital Mobility Controller 320 321 DMC 320 321 The two levels of controllers allow customers to start small and grow their mobility solution to meet their needs today and tomorrow without being charged for additional equipment until the need arises The DMC 080 081 will support up to eight h
46. gt O rio O 9 lt oo 9 0 4322 8 3 815 gt a 9 5 E 7 3 39 9 4 n ae 8 2 D olz g aiz 3 a 0 og ei 01 9 5 goa e a aja 9 3 8 lala S mis S Lo O 5 5 5 m ad la lt o N Jdjiginjinnn al IKISIXIS Ss 1DIXIX X a x lx lolz D sXlwls S s lOlI lo eli ll H O x lt 3 o X lt Direct Inward Dialing DID Use this feature to have Direct Inward Dialing DID numbers on a PRI T1 or SIP line routed automatically to a specific extension hunt group or calling group When a Direct Inward Dialing DID call arrives the system collects the digits from the T1 service provider that is the number that was dialed and matches the number to a DID Mapping Table you created If the incoming number matches an entry in the DID Mapping table the call rings at the matching extension or hunt group Direct Inward Dialling DID to Auto Attendant DID calls can be directed to and answered by any Automated Attendant Product Description 2013 AVAYA All rights reserved Page 71 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Direct Line Pickup With the Direct Line Pickup features you can access a ringing or held call or a call in progress You can also select a line to use that is not assigned to your telephone The Direct Line Pickup features are e Direct Line Pickup Active Line e Direct Line Pickup Idle Line Display Language All system telephones of
47. the following features are available using the feature key and the Feature access code inherited from Norstar BCM Other IP Office features are also available by dialing the IP Office Feature Access code F 0 Button query also allows DN query via I C button F 1 F 2 F 3 Self admin button programming F 6 Self admin ring type F 7 Self admin contrast F 80 Self admin ring volume F 82 Dial mode selection Enbloc Pre dial editable or Standard Overlap dial F 84 Set call log options All Missed Answer Outgoing we ve concluded that this adds no value FO Speeddial F2 Ring Again F 2 cancel F3 Conference F4 Call Forward F 4 cancel F5 Last Number Redial F60 Page no F61 F63 F65 Retrieve Messages Enters Voicemail System on IP Office Basic Embedded Voicemail F66 Dial Voice Call F69 Dial Priority Call F70 Transfer F74 Call Park F 74 Retrieve F75 Call Pickup Group F76 Call Pickup Extn F85 Do Not Disturb F 85 cancel F981 Enter Voice Mail System same as F65 AUDIO ONLY Product Description 2013 AVAYA All rights reserved Page 218 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 F812 Call Log F802 Group Listen F 802 cancel Product Description 2013 AVAYA All rights reserved Page 219 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T7000 The T7000 telephone is an entry level digital set for basic low use office environments It has fo
48. using its routing and dial up capability RIP enabled routers share their knowledge of the network with each other by advertising and listening to routing table changes IP Office Supports both the RIP I and RIP II standards VPN IPSec Tunneling 192 168 42 0 L 192 168 43 0 Public Internet IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public internet The company data is secured using 3DES encryption making it unintelligible to other parties that might be eaves dropping on the traffic Tunneling can be applied to link offices together or provide workers access to the office over the internet All IP Office systems support up to a total of 256K worth of encrypted traffic to multiple locations Initially inter working is supported only between IP Offices that are connected either directly on a WAN port or via the LAN using a 3 Party router IPSec is optional and enabled on IP Office through a License Key Note Check with Avaya for supported scenarios and 3 party devices VPN Layer 2 Tunneling Protocol PPP via L2TP Public Internet PPP authentication using PAP or CHAP takes place between directly connected routers only When using a public IP Network to connect sites this authentication takes place between the customers router and the service provide router that it is connected to In some circumstances it is desirable to authenticate between the customer own
49. with capabilities like conferencing making calls over a managed Internet service Voice over IP and the all in one benefits of a converged communications system Leave the office Be accessible With easy flexible options for call message forwarding and one number reachability IP Office keeps everyone in touch Get the freedom to go where you want and never miss important business calls Serve better Sell more IP Office can give you a customer sales and service center designed for your needs and your budget with all the routing and reporting capabilities you need Deliver the personal service that builds sales and loyalty Get connected Talk to your Avaya Business Partner Discuss where you want communications to add value to your business Learn about the different service and support options that are available See why thousands of growing businesses rely on the innovative Avaya IP Office solution Product Description 2013 AVAYA All rights reserved Page 7 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The right choice for you and your business How we communicate is a personal choice it has to match the needs of your business And your needs change depending on whether your employees are working in the office at home or on the road That s why when you choose IP Office you can also choose from a whole range of communication tools and applications designed to boost productivity Choose a basic telephone or on
50. www avaya com devconnect 2 Click on the Tested Solutions Link on the left hand side of the screen 3 Click the Solution tab 4 Select IP Office under Solution Platform Select Service provider Platinum and Service provider Gold under the Member Level 5 Click the Search link at the bottom of the page Product Description 2013 AVAYA All rights reserved Page 296 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Packet Based Voice Networking This section describes the options available for businesses that are able to utilize data networks to support voice solutions such as Voice over IP VoIP IP Office offers networked voice and data communications providing e Built in IP router e One link for voice and data networking e Common access to the Internet share files and send e mails to other sites e Support for RIP 2 protocol for dynamic data routing IPSec VPN firewall and NAT Network Address Translation and for security Centralized management and proactive fault management via SNMP IP Packet based voice networking between IP Office sites can be achieved through e VoIP across the campus LAN e or VoIP across the public network Managed IPIFR Network VoIP H 450 WAN Data Circuit VoIP networking across IP network or WAN VoIP across the LAN In a factory or campus environment voice calls can sent over 10 100 Mbps LAN connections on systems equipped with optional
51. 160 000 Coverage depends on the environment including building material and equipment DMCO80 081 DMC080 081 DMC080 081 ee ae aa DMC320 321 DMCO80 081 DMC320 321 DMC320 321 Product Description 2013 AVAYA All rights reserved Page 194 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Digital Mobility Base Stations Each Digital Mobility base station supports up to four simultaneous calls and provides up to 5 000 square meters of coverage depending on environment One base station can support up to six repeaters to further extend the Digital Mobility coverage Digital Mobility Base Station Digital Mobility Repeaters Each Digital Mobility repeater provides two or four channels and supports two or four simultaneous conversations while extending coverage from a base station by providing up to 50 percent additional mobility coverage Up to six repeaters can be registered to a specific base station in order to further extend base station range Repeaters are linked to the base station wirelessly so no physical connection is required Local power is required for each repeater The Digital Mobility solution also includes an external antenna which can be used in conjunction with a repeater to extend a base station signal up to one kilometer away A typical application would be a campus with multiple buildings requiring coverage Digital Mobility Repeater Product Description 2013 AVAYA All
52. 2013 17 Computer Telephony Integration Computer Telephony 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 On IP Office CTI is delivered through adherence to open standards This gives businesses access to a wide range of third party solutions addressing vertical markets and designed to meet their requirements 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 provides two levels of CTI interoperability 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 CTI Link Pro provides enhanced functionality including the ability to control multiple telephones and gives access to advanced call center operation Because IP networking is integrated into the IP Office system all CTI is done through the LAN This introduces additional points of failure as well as relying on non standard interfaces and handsets On IP Office all devices can be used with CTI CTI with IP Office IP Office offers a significant CTI capability Six interfaces are currently supported e TAPI
53. 5 mins max Users can also set a custom Presence status message that will be published to their subscribers as illustrated below Extn310 310 Available Help Logout Version 8 0 4 102 AVAYA Presence Available v C Directory Status Feeling so happy today m amp Personal Of Sones sh All Al Special Add group w The status can be State Icon Description Available available the status indicates that you are available and can be called The status indicates that you have a call in progress Do Not Disturb The status indicates that you have enabled Do Not Disturb on the phone system Calls to you are redirected to voicemail if available Otherwise the callers receive a busy tone The exception is calls from numbers that you have added to your list of Do Not Disturb Exceptions Logged Out E The status indicates that you have not logged into the extension on the phone i system Calls to you are redirected to voicemail if available Otherwise the callers receive a busy tone You cannot make calls However you can still use Avaya one X Portal for IP Office to alter your configuration settings D status indicates that the phone is ringing and you have an incoming call EA unknown This status indicates that your presence on the phone system is unknown The presence cannot be determined as the phone number is not an extension on the IP Office Presence within Avaya one X Portal for IP Of
54. 7 Desk WallMount 7 7 7 Colors White Grey _ White Grey White Grey Ringer Equivalency _0 7A 1 6B_ 0 5A 1 5B 0 5A 1 5B Positive Disconnect 7 7 Specialty Handset Support I wa Product Description 2013 AVAYA All rights reserved Page 229 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Interquartz Gemini Phones EMEA and APAC Avaya have tested the new generation Interquartz Gemini analog telephones with IP Office to ensure that telephone and system are compatible The Gemini telephones offer good value for money without compromising on quality Their stylish design and rugged build quality make them a popular choice for buyers on a limited budget For sales enquiries and product information contact Interquartz at avaya enquiries interquartz co uk Basic telephone 9330 AV e Visual Message Waiting Indication e Locking mute button with LED indicator e Last number redial e Recall button e Ringer volume adjust e Ringer indicator light e Wall mountable no additional bracket required e Hearing aid compatible e Rubber feet to minimize slippage Product Description 2013 AVAYA All rights reserved Page 230 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 CLI Feature phone 9335 AV All features of 9330 AV plus Caller ID with 80 memories shows date time and new repeat answered unanswered calls Large 3 line LCD display IP Office feature activation thro
55. 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 2 What s New in IP Office Release 9 0 Product Description 2013 AVAYA All rights reserved Page ey Issue 27 01 0 Thursday September 26 201 15 3 2 What s New in IP Office Release 9 0 Branch Consolidation and Centralization IP Office R9 0 is the next release for Avaya B5800 Branch Gateway B5800 and builds upon Avaya s IP Office award winning product to provide a cost effective branch solution for Enterprise customers IP Office R9 0 integrates B5800 functionality such that it now has the ability to support the deployment of the IP Office as an Enterprise Branch An IP Office Enterprise Branch deployment can be implemented using the IP Office 9 0 Standard Mode Essential Preferred or Advanced system The IP Office can be installed as an independent standalone branch or be connected to the Avaya Aura network and migrated to a Distributed Centralized or Mixed Enterprise Branch to provide specific features and applications to meet the needs of individual employees in each branch location In addition to centralized Avaya Aura SIP endpoints IP Office can concurrently support other IP and TDM endpoints for a community of Centralized users and IP Office users in the same branch Ideal for enterprises with applications deployed in customer data centers or in the branch itself an IP Office branch can effectively deliver a range of communication tools without c
56. ADI LIC 275688 e Customer Service Agent 5 Agents IPO R9 CUSTMR SVC AGT STRIAL ADI LIC 275682 e Customer Service Supervisor 5 Users IPO R9 CUSTMR SVC SPV 1TRIAL ADI LIC 275683 e Teleworker 5 Users IPO R9 TELEWORKER 5 TRIAL ADI LIC 275691 e Mobile Worker 5 Users IPO R9 MOBILE WORKER 5 TRIAL ADI LIC 275686 e Office Worker 5 Users IPO R9 OFF WORKER 5 TRIAL ADI LIC 275687 e Receptionist 1 User IPO R9 RECEPTIONIST 1 TRIAL ADI LIC 275689 e 3rd Party IP Endpoint 5 Extensions IPO R9 3RD PARTY IP ENDPT 5 TRIAL 275676 e VMPro TTS Generic IPO R9 3RD PARTY TTS TRIAL ADI LIC 275680 e VMPro TTS Professional IPO R9 TTS PRO 1 TRIAL ADI LIC 275692 e IPSec Tunneling IPO R9 IPSEC VPN TRIAL ADI LIC 275685 e SIP Trunk Channels IPO R9 SIP TRUNKING 1 TRIAL ADI LIC 275690 e IP500 Voice Networking IPO R9 IP500 VCE NTWK 4TRIAL ADI LIC 275675 e Avaya IP Endpoints 5 Extensions IPO R9 AV IP ENDPT 5 TRIAL ADI LIC 275679 e CTI Link Pro IPO R9 CTI TRIAL ADI LIC 275681 Product Description 2013 AVAYA All rights reserved Page 445 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 26 Appendix Product Description 2013 AVAYA All rights reserved Page 446 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 26 Appendix The IP500 control unit is no longer sold by Avaya IP500 V2 control unit is the current model available However the IP500 control unit is still supporte
57. All rights reserved Page 179 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3701 IP DECT This telephone is fully supported on the Avaya IP DECT system It is no longer available for new sales However it can also be used on the Avaya DECT R4 system in GAP mode with functionality limited to standard calling functionality DECT roaming and handover The built in feature list will not work on DECT R4 s 3 6 9 R AAMKE ean wens Les Li Listen only handsfree speaker SOS Emergency key for speed dialing an emergency number 0 Information key that can be used for o Phone number lists and voice mail indication o Information and speaker key flash when active 50 phone book entries in every handset 10 possible ring tones with temporary mute 4 level signal strength display Speaker and handset volume 3 levels and mute capability Manual and automatic key lock 1 minute timer Temporary ring tone muting Silent charging 12 menu languages Czech Danish Dutch English Finnish French German Italian Norwegian Portuguese Spanish and Swedish However in the Czech and Norwegian language mode some menu items may appear in the English language Illuminated 3 line graphic display 96 x 33 pixels variable 3 level contrast Stand by time Up to 100 hours Talk time Up to 10 hours Charge time max 6 hours for empty batteries Weight 138 grams includin
58. Although system administration can be completed via either the TUI or GUI method some advanced features such as SIP and PRI E1 administration require the Manager application When you execute Manager the program searches for any IP500 V2 units running Norstar Mode on your network and will automatically connect using the default login and password You are then presented with a Simplified Manager Screen Product Description 2013 AVAYA All rights reserved Page 63 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Welcome to IP Office Essential Edition PARTNER Version Administration What would you like to do Please review the current IP Office Setup below __ Change Remote Administration Password Hardware Installed gt Control Unit IP 500 V2 Change System Semoga Internal Modules COMBO6210 ATM4 ETRGIPRIS U PHONES Create Calling Lists Expansion Modules OIG OCPx16 V2 Feature Key Local 1306042072 Admmister Speed Dial Serial Number 006007053b42 000000000001 2 WPAddress 192 168 1 25 Configure User Button Programming Sub Net Mask 255 255 255 0 Manage Hunt Groups System Locale United States US English Number assigned to first Extension 10 Administer Auto Attendant Number of Extensions on System 46 k Eeatures Configured Setup Awaliary Equipments T Daylight Saving Enabled Update Trunk Configurations System Trunks per phones 2 Licenses inst
59. Avaya B179 is packed with intelligent features for more efficient conference calls Use the conference guide to call pre programmed groups with just a few simple pushes of a button Conveniently import and export contact details via the Web interface Create your own phone book with the personal user profile feature The Avaya B179 is ideal for large conference room up to 30 square meter or 320 square foot It is also perfect for larger conferences since it can accommodate expansion microphones an external wireless headset and a PA system With the Avaya B179 your company will have a conference phone that combines all the benefits of IP voice service with innovative new features The Avaya B179 has the following advantages e OmniSound 2 0 e SIP based e 5 way conference calls e SD call recording e Built in bridging function e Expandable with microphones e Connection for Wireless headset e Phonebook e Conference guide e Expandable for PA System e Web based configuration of import export of contacts and settings e PoE Power over Ethernet e With IP Office 8 0 the B179 supports G 722 HD Voice The B179 is supported on IP Office R 7 0 and later An IP Office Avaya IP Endpoint License is required to connect a B179 Conference Phone to the IP Office It is not required to use an IP Office 3 Party IP Endpoint license for the B179 Product Description 2013 AVAYA All rights reserved Page 134 IP Office 9 0 Issue 27 01 0 Thursday
60. Avaya is anxious to further extend the usability and functionality of the IP Office system The following mobility solutions in particular add mobile devices currently not supported by Avaya for the IP Office so that users with one of these devices can participate from the rich IP Office mobility options Apple iPhone iEC5xx As the iPhone from Apple is increasingly used for business use Avaya has enabled an available DevConnect solution to extend IP Office mobility also to this popular device The application for the iPhone is called iEC5xx and acts like the Avaya one X Mobile Essential clients The same configuration file that is been used to configure the Avaya clients enables the mobility functions at the iPhone The application is available at the Apple App Store For more information see http elinfierno de apps iec5xx Blackberry SoLo DTMF 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 Essential application the solution called SoLo DTMF client from SoSoftware enables selected Blackberry devices to use the IP Office mobility functions For more information and placing orders see http www sosoftware com solo mobile dtmf These 3 party solutions have the same requirements as the Avaya mobility options Each user who wants to use one of the solutions requires at least one Power User or Mobile Worker li
61. Dialing DID DID to Auto Attendant Music On Hold Network Time Synchronization Transfer Return to Programmable Extension Unique Line Ringing with Override VMS Cover Button VMS Cover Ring Interval VMS Hunt Delay VMS Hunt Schedule Voicemail Bypass Greeting Change Message Status to New Choice of Language End of Recording Options Outcalling Notification Phantom Mailboxes Voicemail to E mail Night Service On Hook Dialin One Touch Transfer Paging Features Voice Mailbox Transfer Direct Voice Messaging Visual Messaging Wake up Service Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 66 Issue 27 01 0 Thursday September 26 2013 911 Emergency Dialing 911 Emergency Dialing can be made from any extension regardless of any restrictions Abbreviated Ringing This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension When you are on a call and Abbreviated Ringing is Active any incoming call rings only once The green light next to the line button flashes until the call is answered or the caller hangs up or for a transferred call until the call returns to the transfer return extension This feature prevents incoming calls from distracting you when you are busy on another call To allow calls to ring repeatedly set Abbreviated Ringing to Not Active Absent Text Messaging This feature allows you to post
62. Digital 9508 with Banker Lawyer constantly on the phone Quite often optional BM12 Project leader they handle multiple calls they must always be connected even when mobile They require a set of rich yet easy to use communication capabilities IP Office 9 0 Product Description 2013 AVAYA All rights reserved Page 114 Issue 27 01 0 Thursday September 26 2013 9600 and 96x1 Telephones 9600 Series IP Telephones Avaya one X Deskphone is a family of next generation IP telephones that delivers a new and unique communications experience to drive increased productivity The Avaya one X Deskphone family features an intuitive user interface which helps to make users proficient and confident in performing common telephone tasks such as setting up a conference call or completing a transfer With high quality audio it is much easier to hear and understand other people which speeds business while reducing fatigue and stress The Avaya 9600 Series Deskphones are built with future growth and enhancement in mind with many modular add ons that can be added as they are needed protecting investments and leading to improved total cost of ownership The new telephones also feature a very stylish and professional design including support for customized display screen saver images and custom faceplates with company logos Common to all phones of the 9600 line on IP Office are two access modes to important IP Office features
63. Edition or Essential Edition and can only be used with large display LCD sets only from the 1400 1600 2400 5400 4600 5600 9500 9600 and T3 Series 1403 1603 1603SW 2402 5402 4601 4602SW 5601 5602SW do not support Visual Voice On telephones that have a display but do not support visual voice operation use of the button for user mailbox access using voice prompts and for direct to voicemail transfer during a call is supported does not include T3 and T3 IP telephones 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 Product Description 2013 AVAYA All rights reserved Page 243 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Advanced Call Handling Description 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 or Absence Text which can quickly give information to internal callers about a person s availability Absence Text Feature Display the same message on other interna
64. Enter Voicemail System same as F65 AUDIO ONLY EROTI function supported on the phone but not using F812 Call Log the feature code Account Code Entry supported After Call Work supported Automatic Callback supported Automatic Intercom Dial voice call supported Call Record supported Cancel All Forwarding supported Directed Call Pickup supported Extension Login Extension Logout supported Follow Me Here Follow Me Cancel supported Follow Me To Forward Number Forward Busy Number Forward On Busy supported Forward On No Answer Forward Unconditional Private Call supported Relay On Relay Pulse supported Set HG supported Product Description 2013 AVAYA All rights reserved Page 211 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Details Night Service Out of Service NS Group OOS Group Twinning supported Voicemail ON supported Product Description 2013 AVAYA All rights reserved Page 212 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya IP Phones 1120E and 1140E IP Phone 1120E IP Phone 1140E The Avaya IP telephones 1120E and 1140E offer an IP desktop solution that is optimized for Web centric applications such as phone support and other multimedia options They feature Gigabit Ethernet USB connectivity and an ergonomic design and cable management that make them easy to set up and maintain Phone 1120E The IP Phone 1120E provides the followi
65. Europe only Note that the T3 IP Classic is no longer available for new sales Common Features Display 4 lines x 26 characters Fixed Feature Buttons 5 preprogrammed keys with printed text labels and 2 for Audio Volume control Programmable Feature Buttons 6 preprogrammed keys with indicators and printed text labels 4 programmable keys with printed text labels Speakerphone Two way handsfree speaker and microphone Hearing Aid Compatible Through optional handset Message Waiting and call log Indicator Yes Personalized Ring Patterns Yes 8 ring patterns Headset Socket No Optional headset add on available Embedded Applications Navigation Cursor Control Call signaling via LED and or ringer Alpha entry via dialing keypad Optional Add Ons Up to 3 DSS Modules T3 Headset link for wired headsets Color Graphite gray or polar white Mounting Desk Adjustable Desk Stand Display adjustable Features for T3 UPN Upgradeable Firmware No Optional Add Ons up to 3 DSS Modules Connect to Digital Station DS port Power Supply From phone system Features for T3 IP Upgradeable Firmware Yes Optional Add Ons up to 3 DSS Modules with AEI Headsetlink Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit Codecs G 711 G 729a b QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support no IP Address Assignment Static or dynamic IP address assignment Eth
66. Gatekeeper 10 Integrated Management Suite 418 Integrated Messaging 12 382 Integrated Messaging Pro 12 14 Intelligent 7 261 Interaction 7 372 377 Voicemail 363 Interactive Voice Response building 357 Interchange 302 Internal Call 242 248 353 Internal Directory 299 Internal Modem 13 Internal Modem Card 13 Internal Twinning 248 Internal External 375 Internal External greeting 375 Internet Access 11 306 309 310 Internet browsing 311 Internet Explorer 380 Internet IP Security Domain Interpolation 430 Internet Key Exchange 430 Internet Protocol 267 Security Architecture 430 7 12 97 372 Internet Service Provider 311 Internet Standards Specification 288 Internet Telephony 7 10 294 Internet Telephony Service Providers 294 SIP trunking 10 internets 430 Internetworking 302 interoperability 298 351 messaging 302 Interoperable 302 interoperate 311 networking 10 interoperation 311 Interpolation Internet IP Security Domain 430 Interquartz 230 233 235 Interquartz Doorphone 233 Interquartz Gemini 230 235 Interquartz Gemini 9281 AV 235 Interquartz Gemini Phones 230 Introduction 113 413 IP Telephony 267 Intrude 246 263 350 352 357 INTUITY 302 326 357 367 368 369 375 376 382 Intuity Audix 302 382 Intuity Audix 4 4 302 Intuity Audix Emulation Features 382 Intuity AUDIX 302 Intuity Emulation 355 Intuity Feature 382 INTUITY Mode 367 368 369 376 Intuity TUI 382 Invited 342 IP Addre
67. IP Office systems in the SCN network BCM systems may use centralized voicemail of the CS1000 IP Office systems cannot use centralized voicemail of CS1000 e Phones All phones supported on the individual call servers and releases including Avaya IP Phone H 323 Avaya Digital phones BCM 7000 Series digital phones BCM1100 1200 Series IP phones SIP DECT R4 phones and Analog phones SIP Standard Call Feature Support The following call features are supported for the standard SIP Networking connections described above e Standard Call Features o Basic Call Completion o Handling of busy called party o DTMF and ring back tone o Hold and Retrieve o Call Waiting presentation o Called Number display o Calling number and name display o Abandoned call e Call Redirection o Call Forward Forward ALL Forward Busy Forward No Answer o Call Transfer Attended and Unattended o Call Redirection To PSTN Abandoned Busy e Conferencing o AdHoc and MeetMe conferencing e PSTN Toll Bypass o Toll Bypass allows each system to leverage the trunk connections of the other system in the network to avoid international and long distance charges Video Collaboration Solution The Radvision Scopia solution based on the XT5000 4200 platform and the Elite 6000 platform using Radvision Scopia 7 7 firmware is currently supported in IP Office release 8 1 For Scopia 8 0 the video solution has been broken into small and medium deployment scenario
68. IP Security Domain of Interpolation for ISAKMP RFC2408__Internet Security Association and Key Management Protocol RFC2409__ The Internet Key Exchange S RFC2410 The NULL Encryption Algorithm and its Use with IPSec RFC2411 IP Security Document Roadmap L2TP RFC2661 Layer Two Tunneling Protocol L2TP E oe Header Compression RFC2507 __ IP Header Compression IPHC RFC2508 Compressing IP UDP RTP Headers for Low Speed Serial Links RFC2509 IP Header Compression over PPP DiffServ RFC2474 Definition of the Differentiated Services Field DS Field in the IPv4 and IPv6 Headers PPP MP RFC1990 The PPP Multilink Protocol MP Frame Relay Encapsulation RFC1490 Multi protocol Interconnect over Frame Relay ML PPP RFC2686 The Multi Class Extension to Multi Link PPP Session Initiation Protocol e Rec E 164 2 ITU T Recommendation E 164 The international public telecommunication numbering plan e RFC 2833 7 RTP Payload for DTMF Digits Telephony Tones and Telephony Signals e RFC 3261 8 SIP Session Initiation Protocol e RFC 3263 10 Session Initiation Protocol SIP Locating SIP Servers e RFC 3264 11 An Offer Answer Model with Session Description Protocol SDP e RFC 3323 14 A Privacy Mechanism for the Session Initiation Protocol SIP e RFC 3489 18 STUN Simple Traversal of User Datagram Protocol UDP Through Network Address Translators NATs e RFC 3824 24 Using E 164 numbers with
69. LAN LAN1 Extemal output switch input WAN LAN2 Product Description 2013 AVAYA All rights reserved Page 98 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Base Cards The IP500 control unit has 4 slots for the insertion of cards These cards can be divided into two types base cards and trunk cards Base cards include a front panel and ports for cable connections Trunk cards can be added to a base card in order to provide additional facilities typically trunk connections The following base cards are available e IP500 Digital Station 8 Card 10 Maximum 3 e IP500 Digital TCM Station 8 Card 10 Maximum 4 e IP500 Analog Phone 2 Card and Phone 8 Card 10h Maximum 4 e IP500 VCM Card 103 Maximum 2 e IP500 4 Port Expansion Card 104 Maximum 1 e IP500 Legacy Card Carrier 10A Maximum 2 e ETR 6 Port Phone Card 104 Maximum 3 IP500 V2 only e Combination Card with 4 Analog Trunks 10 Maximum 2 no trunk card IP500 V2 only e Combination Card with 2 BRI Trunks 10 Maximum 2 no trunk card IP500 V2 only Product Description 2013 AVAYA All rights reserved Page 99 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Digital Station 8 Card This card provides 12 RJ45 ports The first 8 ports are DS ports for the connection of Avaya digital telephones other than IP telephones The card can be fitted with an IP500 trunk card which then uses the additional 4 RJ45 ports for trun
70. Mailboxes Forward with a Header Message Repeat Message Rewind Message Fast Forward Message Pause Message Skip Message Oldest message first newest message first Message Playback Option Set Message Priority Set automatic message deletion timeframe Alphanumeric Data Collection Callers Caller ID time and date announced Call Back Sender if Caller ID available Remote Access to Mailbox User Definable PIN Code Known Caller ID PIN Code By Pass Breakout to Reception IP Office Preferred Edition Voicemail Pro Yes Yes Yes Yes Yes Yes Option Option Option Option Yes Yes Yes Internal and external Yes Yes Yes Yes Yes 2 Yes Yes Yes Yes 21 Yes Option Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes 21 Yes Yes 2 Yes Yes Yes Yes Yes Internal and external IP Office Essential Edition Embedded Voicemail No Yes Yes Yes Yes No No No No No No No No Yes No Yes Yes Yes No No Yes Yes No Yes No Yes Yes Yes Yes Yes Yes Yes Yes No Yes No No No No Yes Yes Yes Yes Yes Internal and external 1 Requires UMS enabled through the Power User Office Worker and the Teleworker licenses and MS Exchange Server 2007 2010 with a mobility solution for example a Blackberry not provided by Avaya 2 Intuity mode only In Queue Announcements Product Description IP Office 9 0 2013 AVAYA All rights reserved Issue 27 01 0
71. Modem connections at 14 4kbps or above are supported for remote diagnostics 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 and time of the occurrence is recorded The last 50 alarms are stored within IP Office to avoid need for local PC Product Description 2013 AVAYA All rights reserved Page 419 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Call Details Information on incoming and outgoing calls including call length call ID and routing information e Extensions 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 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 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 QoS Parameters from connected calls such as jitter and roundtrip delay are monitored i IP Office System Status TechStaffSamba 135 64 181 220 AVAYA IP Office System Status Help Snapshot LogOff Exi
72. Office functionality of diverting all calls to a person or a group to follow the same pattern and divert all calls to a voicemail box Product Description 2013 AVAYA All rights reserved Page 255 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Forward Hunt Group Calls for a hunt group that the user belongs to can also follow forward unconditional The 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 Cell telephones and still participate in the hunt group as if in the office Follow Me Follow Me gives mostly the same behaviors as the user s home phone Paging hands free answer etc whereas Forwarding doesn t 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 can be set either from the users main phone Follow Me To or from the phone where they want calls to be received Follow Me Here Several people can have their telephones forwarded to a follow me destination and if the phone has a display it will indicate who the call is for
73. Retail 20 Phone and Hardware Enhancements 05 20 Communications Accessibility Support 21 Other IP Office Software Enhancements 21 3 IP Office Basic Edition PARTNER Mode Hardware 4 tete fan MM es SP sheeted 26 T l ph nes rss ae aie eMail 28 System Administration 35 System Features 38 4 IP Office Basic Edition Norstar Mode Hardware iiceoe oe eaei eaaa sente x 57 Telephones 59 System Administration 63 System Features 66 5 Supported Platforms 6 IP Office Server Edition IP Office Server Edition Overview 85 Server Edition Key Components 87 Server Edition Deployment Options 87 Server Edition Scalability 88 Server Edition Resiliency 92 Centralized Management 94 serviceability ss 4 diner re rte ate 95 7 IP Office 500 Platform IP Office 500 Control Unit 97 IP500 Bas Cards frs destins tage 99 IP500 Trunk Card Ssn iei anei aisea ieai 104 External Expansion Modules 108 8 Telephones 9600 and 96x1 Telephones 115 B100 Conference Telephones 9504 and 9508 Digital Telephones 1600 Series IP Telephones and 1400 Series Digital T l phones fn are aie en nee a 140 T3 Telephones c
74. Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and 4 of the other languages at once in the phone Note While it may be possible to download other languages onto the phone this will not be applicable to any data sent by IP Office If you switch the language to any not listed above the display will show a mixture of the new language and the user s default language on IP Office Requirements for IP interface Power Supply IEEE 802 3af Power over Ethernet PoE or optional local power supply Power Class 2 Codecs audio G 711 G 729a b G 726 Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control Ready for future support of G 722 wideband codec QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation e Support of optional integrated Gigabit Ethernet adapter using adapter interface Product Description 2013 AVAYA All rights reserved Page 121 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SBM24 Adapter Module The SBM24 Expansion Module is an optional device that extends the number of call appearances and Feature buttons available on the telephone The SBM24 Expansion Module is supported on the 9630 9640 amp 96
75. TCM8 Card Max 4 per system The TCM8 Card provides eight digital station ports Ports 1 8 and supports 1 of the following optional trunk cards ATM4 or PRI T1 When an ATM4 is added ports 9 12 provide 4 additional CO Line Ports This card supports only Norstar T Series and M Series telephones e Phone 2 Max 4 per system The Phone 2 module provides two additional analog station ports and supports one of the following optional trunk cards ATM4 or PRI T1 e Phone 8 Max 4 per system The Phone 8 module provides eight additional analog station ports and supports one of the following optional trunk cards ATM4 or PRI T1 Product Description 2013 AVAYA All rights reserved Page 26 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Expansion Modules PARTNER Mode supports following expansion modules e DS16 provides additional 16 digital station ports 9500 1400 and 5400 Series of digital telephones and Avaya T3 Series telephones plus selected 2400 and 4400 Series telephones e DS16A provides additional 16 digital station ports Norstar T Series and M Series telephones only e DS16B provides additional 16 digital station ports This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A DS30A e ATM16 limit 1 per system provides additional 16 analog CO lines e Phone 16 provides additional 16 analog stations e Phone 30 provides additional 30 analog stations
76. The IP Office system supports all of these types of network connections IP Office has an integral router with support for bandwidth on demand that 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 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 e commerce 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 standalon
77. Thursday September 26 2013 Page 383 Queue Entry Announcement Queue Update Announcement Queue Position Announcement Time in Queue Announcement Time in System Announcement Estimated Time to Answer ETA Exit Queue to alternative answer point Auto Attendant Audiotex Multi Level Tree Structure Message Announcements Whisper Announce Alarm Calls Assisted Transfers Dial by Name Direct Dial by Number Other Features IP Office IP Office Preferred Essential Edition Edition Voicemail Pro Embedded Voicemail Yes Yes Yes Yes Yes No Yes No Yes No Yes No Yes No IP Office IP Office Preferred Essential Edition Edition Voicemail Pro Embedded Voicemail Yes Yes Yes No Yes No Yes No Yes No Yes Yes Yes Yes IP Office IP Office Preferred Essential Edition Edition Voicemail Pro Embedded Voicemail Call Recording Yes No Tamper proofed verified Call Recording Yes No Test Conditions Yes No Personal Numbering Yes No Speaking Clock Yes No Campaign Manager Yes No Voicemail Pro Manager Yes No Customized Voicemail Yes No Intuity TUI emulation mode Yes No Forward Emails to External Systems VPIM Yes Yes Third Party Database Access IVR Yes No Text To Speech within call flows Yes No Support for Visual Basic Scripts Yes No Product Description 2013 AVAYA All rights reserved Page 384 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 19 Mobility Product Description
78. Trunks NI2 Analog Trunks e Loop Start Loop start trunks are available on the IP Office Analog Trunk cards installed within the IP Office control unit or on the Analog Trunk 16 port expansion modules ATM16 The first two trunks on the ATM16 are automatically switched to power fail sockets in the event of power being interrupted They conform to the TIA EIA 646 B standard The loop start trunks also support incoming caller line identification ICLID conforming to GR 188 CORE and GR 31 CORE standards IP Office can use this information to route calls or provide it to computer applications to display additional information about the caller e Ground Start Ground Start trunks are only available on the ATM16 configured through IP Office Manager The first two trunks on the module are automatically switched to power fail socket in the event of power being interrupted They conform to ANSI T1 401 and TIA EIA 646 B standards Not available in all territories Product Description 2013 AVAYA All rights reserved Page 293 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 E1R2 Channel Associated Signaling Provided by the IP400 PRI E1R2 and IP500 Universal PRI cards The IP400 PRI E1R2 cards are available in two versions supporting either RJ45 or coax network connections Each card provides channels that can be configured for MFC Pulse or DTMF dialing dependent on the requirements of the network Session Initiation Protoc
79. VM The feature is disabled by default Once the M7000 Series Sets are connected to the IP Office they will not display Message s for you on the display when a message is available Product Description 2013 AVAYA All rights reserved Page 225 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya Audio Conferencing Unit The Avaya Audio Conferencing Unit offers superior teleconferencing by using three microphones to provide 360 degrees of voice coverage The Conferencing Unit is a full duplex handsfree unit This feature allows voice to be heard and picked up at the same time providing faster response time and eliminating conversation collisions and losses The unit has a Feature Key that allows access to many of the same features found on the Business Series Terminals The Conferencing units connects to the same digital ports of IP Office that are also supporting BST terminals Product Description 2013 AVAYA All rights reserved Page 226 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Button Modules IP Office supports a number of different button modules to provide telephones with additional programmable buttons The limits stated below are those applicable for the IP Office 4 2 2Q 2009 maintenance release and higher BM32 1616 Up to 32 BM32s supported 32 buttons each up to 1024 buttons DSS4450 4412D 4424D Up to 8 DSS4450 modules per system maximum of 2 per DS expansion modu
80. Voice Compression Modules VCM IP Office supports Diffserve by appropriately marking both RTP packets and signalling packets to facilitate network bandwidth management VoIP networking across the LAN VoIP across the Public Network IP Office is capable of realizing the benefits of Q 931 and H 450 supplementary service support across a public connection where an appropriate QoS connection can be established Product Description 2013 AVAYA All rights reserved Page 297 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Supplementary Services within IP Networks Supplementary services within an IP environment are provided over H 323 and SIP IP Office provides the same rich services as enjoyed within a traditional network environment Our standards based approach allows interoperability within mixed vendor networks The basic supplementary service features supported by H 323 and SIP on IP Office to IP Office IP trunk links are listed below e Basic call set up voice e Call Hold local e Call Transfer local e Called Calling Name e Called Calling Number Additional features can be added through the use of IP Office Small Community Networking see the following section On IP trunks to non IP Office systems the Supplementary Service will depend on those also supported by the non IP Office system Product Description 2013 AVAYA All rights reserved Page 298 IP Office 9 0 Issue 27 01 0 Thursday Se
81. 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 licenses 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 Product Description 2013 AVAYA All rights reserved Page 360 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Distributed Messaging One Centralized Voicemail Pro server is supported in a SCN of multiple IP Office systems with IP Office Voicemail Pro Release 5 and earlier Multiple Distributed Voicemail Pro servers can be placed at either all of the IP Office nodes or only the selected ones Into one Multi Site Network there can be one Centralized Voicemail Pro one Backup Voicemail Pro as a backup for the Centralized Voicemail Pro and up to 30 Distributed Voicemail Pro theoretical value The Centralized Voicemail Proserver
82. Windows VM Pro only Multiple licenses can combined for the number of simultaneous uses of TTS required up to the number of voicemail channels licensed e Licensing of TTS for Linux IPO R9 TTS PRO 1 ADI LIC 275668 Voicemail Pro will recognize and enforce a new TTS license on Linux called Voicemail Pro TTS Professional The TTS Professional license behaves the same as the Scansoft license Voicemail Pro can provide simultaneous TTS sessions up to the number of licenses installed That includes all Voicemail Pro features using TTS email reading SpeakText action and Record Prompt functionality Voicemail Pro on Windows will ignore the TTS Professional license and Voicemail Pro on Linux will ignore the TTS ScanSoft license Since the generic TTS license is ignored on Linux e mail reading will not be available with the Preferred or Advanced Editions licenses The Voicemail Pro TTS Professional license is required to be able to use the e mail reading feature A trial version of the TTS Professional license is also available which behaves the same as the TTS ScanSoft trial license e Generic TTS License IPO R9 3RD PARTY TTS ADI LIC 275616 As part of the Advanced Edition the use of the default Text To Speech TTS speech engine is supplied as part of Windows operating system or any other SAPI compliant speech engine This allows the creation of automated call flows that speak the results of IVR queries Eight 8 licenses are provided with
83. a WAN The Avaya DECT R4 solution radio fixed part or IP base station IPBS connects to the IP Office using an IP protocol based on H 323 Avaya s DECT R4 solution features all advantages of a full blown DECT solution for the enterprise market Cost effective high wireless voice quality in a frequency band exclusively reserved for DECT that is secure easy to deploy and enhance DECT R4 also includes integrated administration and simplified install This exposes more IP Office features to the DECT solution and reduces the TCO for both business partner and customer Highlights include e Simplified install 4 steps on the master base station nothing on the slave rest by handset prompts or IP Office Manager e Simplified GUI mode on the base station displays options that are applicable to IP Office only e All further administration via IP Office Manager e g Adds Moves and changes e Integrated handset in call and out of call feature menu giving access to many features without programming the handset Login out forwarding including number park hold conference etc e Idle line display of user name number including status indicator Do Not Disturb parked held calls twinned group etc e Additional display of calling number during alerting using two lines of display e Two new special purpose handsets o One ruggedized handset for use in e g industrial environments offering superb protection from liquids dust etc 3740 o A sp
84. a simple familiar user interface The 1603 telephones comes in two versions The 1603 a basic phone without Ethernet switch for locations where no PC is connected to the phone typically for the walkup user as well as the 1603 SW with a basic Ethernet switch to connect additional components to the phone well suited for the basic Everyday user e The Avaya 1408 1608 IP Telephone is designed for the Everyday user Everyday users typically rely on several forms of communication including voice and email and while they require a quality telephone they rarely handle large amount of calls at the same time Cubicle workers and sales staff are examples of Everyday users for whom the 1408 1608 delivers a productivity enhancing telephone e The Avaya 1416 1616 IP Telephone is designed for the Receptionist Assistant user Receptionists secretaries and managers are examples of this type of user people who answer incoming calls transfer customers to different departments or extensions and monitor several line appearances throughout a typical day For the Receptionist Assistant user the 1416 1616 provides the most one touch line feature speed dial buttons without the need to scroll through on screen lists All 1400 Series and 1600 Series telephones share a consistent design line and feature a button centric layout With fast access to all needed features like hold transfer and conference easily readable back lit displays and a stylish design they
85. ability to create custom reports using Microsoft Report Builder and then to upload the custom report file to Advanced Edition The custom report capability is targeted at the technically savvy supervisor or a customer service organization that can create reports to meet a customer s requirement Microsoft Report Builder amp Custom Report files IP Office supports Microsoft Report Builder 2 0 and 3 0 It can be installed from SQL 2008 Express with Advanced Services part of the pre requisite folder It can also be installed manually Report Builder can be launched from within Customer Call Reporter if installed with SQL 2008 Express with Advanced Services Report Builder is used to create and test Custom Reports before they are uploaded into Customer Call Reporter Report Builder can be launched from within Customer Call Reporter and it can be bookmarked A base Custom Report file and a suite of sample Custom Report files can be downloaded from Advanced Edition to simplify the custom report file creation Once a custom report file has been created the file is uploaded into Customer Call Reporter Once these files are in Customer Call Reporter it can be used in the same way as the existing reports Custom report files can be deleted or downloaded used for Report generation and used to create report templates Custom Report generation is integrated within Advanced Edition Historical Report management tools to allow Template copy Recent Reports S
86. administrators to construct an interactive menu system based upon DTMF telephone key entry This allows an Auto Attendant system to be built and configured to suit business needs be that on its own or as a back up for the regular operator when call volumes are high Voicemail Pro offers the caller the ability to dial the name of a person via the phone keypad 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 Voicemail Pro can be used to build an Auto Attendant that prompts callers to enter 1 for sales 2 for support 3 for admin or O 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 w
87. all lines appear on all telephones or can be administered to operate in PBX mode PBX mode provides three Intercom buttons per telephone which work similar to System Access buttons provides intercom dial tone dial 9 to access an outside line Note On PARTNER ETR sets the system provides two Intercom buttons per telephone Personal Line Termination Allows you to assign a line lines to specific extension extensions Product Description 2013 AVAYA All rights reserved Page 75 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Personalized Station Ringing Allows you to assign a personalized ring pattern to an extension POTS Plain Old Telephone Set Support POTS single line analog telephones are supported on the system They are connected to an analog station port on the Combo module a port on the Phone 2 Phone 8 or Phone 16 module or to an ETR port Privacy Privacy prevents other users from joining on your call Recall Use this feature to send a timed switch hook flash over the telephone line to recall a new dial tone or to access certain central office features such as Call Waiting or 3 way calling Redialing Features There are two features which offer redial functionality e Last Number Redial FEATURE 05 Last Number Redial redials all digits dialed on the last outside call except account codes o On 1400 Series telephones there is a fixed Redial button which allows
88. also select Head Office in Avaya one X Portal for IP Office or on the display phone Directory to speed dial this number Description e External directory entries can be obtained from up to three different sources for each IP Office o Locally stored in the IP Office configuration Created and edited using IP Office Manager or by selected 1600 T3 or Avaya one X Portal for IP Office users o Temporary entries imported at regular intervals from an LDAP server o 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 _ imported entries Manager LDAP HTTP Overall Maximum or 2500 5000 5000 IP500 V2 Product Description 2013 AVAYA All rights reserved Page 259 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 LDAP Import 7 IP Office HTTP Import Manager HTTP Import View and Edit View only Benefit e Ability to use external directory services with different interfaces e One system directory for a Multi Site Network SCN Self Administration The IP Office administrator may give select users the ability to change some of the phone settings themselves For example button programming The range of changes that
89. alzls sis SE J Lu v A D 3 9 I O a jo Z 5 5 3 D er D m o J x oO mn co a o o lt 2 5 3 v D 3 N Contact Closure Group 613 contact Closure Operation Type At oudspeaxer Paano ine __ 2728 _ System Reset Programming Saved 730 Remote Administration Password Centralized Telephone Programming Extensions 10 and 11 can program other extensions on the system from their telephones Product Description IP Office 9 0 2013 AVAYA All rights reserved Issue 27 01 0 Thursday September 26 2013 Page 65 System Features The system provides the majority of the feature set that the Norstar PARTNER ACS R8 supports A listing of the built in features is detailed below Feature descriptions can be found on the following pages TUI Feature Programming Codes if applicable are also provided 911 Emergency Dialing Abbreviated Ringing Absent Text Absent Text Message Inspect Account Codes Allowed Disallowed Lists Application Programming Interface Direct Line Pickup Features PBX Mode Display Display Language Personal Line Termination Personalized Station Ringing Display SD Card Feature Key ID POT Support Display System IP Address Privacy Display System Release Distinctive Differentiated Ring Recall Redialing Features TAPI Attendant Operator Positions Auto Attendants Emergency Greeting Auto Attendants Multiple Aut
90. as PRI BRI and SIP However they will not function properly on E1R2 T1 RBS and analog loop start trunks as these trunks do not support answer supervision and disconnect detection one X Mobile Preferred for IP Office The one X Mobile Preferred for IP Office is a mobile application available for iOS and Android smartphones The one X Mobile Preferred for IP Office application provides rich unified communications capabilities for the 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 sm Celular voice PSTN IP Office IP Office one X Portal amp lt VoiceMail Pro xp server internet Cetlutar Osta Network Calendar Integration Exchange x Server The application utilizes a 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 The application provides unified communications capabilities with the following features set e Presence and Instan
91. as a ringing call alert indicator Personalized Ring Patterns Three distinct ringtone styles These include Classic Alternate and Rich The Classic and Alternate versions provide more legacy sounding ring tones The Rich ringtones are more elaborate and nontraditional Headset Socket Yes Bluetooth and DECT headset support with adapter Embedded Applications o Centralized call log and contact application fully transparent between 9600 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office o Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls Please note that the Voice dial feature of the 9600 telephones on Communication is not available on IP Office o Access to company directory and Visual Voice applications on IP Office Upgradeable Firmware Yes Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 124 Issue 27 01 0 Thursday September 26 2013 Expansion Support of up to 3 x BM12 button 2 x 12 buttons per module total of max 64 available buttons Color Gray Mounting Desk or wall mountable Adjustable Desk Stand Yes two position stand approx 40 and 60 angle IP Details Power Supply IEEE 802 3af Power over Ethernet PoE or individual PoE Injector power supply unit Power Class PoE Class IEEE 802 3af registers as class 1 device Codecs G 711 G 729a b G 722 Supported Standards including Quality
92. as the advanced charger but for up to 6 DECT telephones 3720 and 3725 o Charge time 4 hours Product Description 2013 AVAYA All rights reserved Page 176 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Multiple Battery Charger o Charges 6 batteries 3725 e Portable Device Manager Software to be used in combination with Advanced or Rackmount Charger in order to Manage the 3720 and 3725 phone o Requirements Windows XP Professional Service Pack 2 SP2 or Windows Vista Business operating system Sun Java Runtime Environment JRE 6 or later Acrobat Reader 5 or higher e Other accessories o Handset Basic Belt Clip o Handset Swivel Belt Clip o Handset Leather Case 3720 and 3725 o Handset Security Chain Site Survey Kits Site Survey Kits contain the items indicated in the table below However note that Site Survey Kits do not include IP Base Stations or handsets As such you must purchase the following items separately e Two IP Base Stations e atleast one of the following DECT handsets 3725 3740 3749 3720 does not support the Site Survey mode One carrying case Two brackets for placing the base stations on e g a door or on a tripod Two battery cables to connect the battery to the base station Two battery chargers incl user manuals Interchangeable attachments plugs EU UK AU US Two battery packs One user guide Usage only in EU EFTA US Canada Singapore and UAE One carrying case Two
93. both individual applications and as part of an overall Avaya solution The Applications Server is part of the family of the Avaya Common Servers The applications server is the base server which comes packaged and shipped with the IP Office Linux Applications DVD software pre installed ensuring a quick and easy installation It is an external rack mounted server that will provide scalability for larger IP Office installations and multi site deployments not currently supported with the new IP Office Unified Communications Module Avaya will continue to be the source of supply for the servers running Avaya applications providing value added services in terms of the configuration and optimization of the complete solutions we offer to our customers The Applications Server is Linux based and Avaya supported simplifying the server standardization and minimizing installation time for IP Office applications reducing Total Cost of Ownership TCO Product Description 2013 AVAYA All rights reserved Page 317 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 15 User Call Control Applications Product Description 2013 AVAYA All rights reserved Page 318 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 15 User Call Control Applications Avaya provides the following call control applications e Avaya one X Portal for IP Office 31 Avaya one X Portal for IP Office is a server based application that t
94. brackets for placing the base stations on e g a door or on a tripod Two battery cables to connect the battery to the base station Two 0 5 m cable with DC plug One user guide Usage in all countries where the DECT R4 portfolio can be sold Product Description 2013 AVAYA All rights reserved Page 177 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Wireless Avaya IP DECT IP DECT while fully supported is no longer available for new sales or upgrades The IP DECT solution delivers the productivity boosting benefits of IP and wireless communications across multiple offices in a convenient lightweight handset It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users This system also supports users in different offices connected via a WAN The Avaya IP DECT solution radio fixed part RFP or base station connects to the IP Office using an IP protocol based on H 323 The Avaya IP DECT solution supports up to 120 handsets and 32 base stations Each base station can be powered over the LAN using the Power over Ethernet PoE standard Each indoor base station can also optionally be connected to main power via an external power adaptor Each outdoor base station can only be powered using PoE no individual power supplies are available to power the outdoor IP DECT base station In EMEA and APAC this system supports the 3701 and 3711 handsets In North Ameri
95. buttons each up to 1008 buttons The maximum number of additional button module buttons per system is 1024 regardless of if the buttons are configured for use or not Only exception is use of T3 DSS only where if no other button modules are used a total of 1080 buttons is supported 12 x BM32 5 x EU24 20 x SBM24 is allowed 984 buttons in total 15 x T3DSS 15 x BM32 is allowed 1020 buttons in total but NOT 8 x BM32 10 x EU24 because it exceeds the maximum number of 8 EU24s even though total buttons lt 1024 and NOT 14 x BM32 5 x EU24 20 x SBM24 total 1048 buttons this exceeds the maximum 1024 buttons per system Product Description 2013 AVAYA All rights reserved Page 227 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Analog Telephones As well as providing a lower cost alternative to system specific telephones analog telephones can still deliver a high degree of functionality on IP Office They are particularly appropriate in applications where users require lower entry costs Analog telephones that are compatible with caller display functionality can display the telephone number of the calling party if available Simple programming of IP Office can convert that numeric display in to the company name associated with that number Feature activation by analog telephones is via short codes IP Office is pre programmed with a default set of short codes but these can be changed to mi
96. by 3 41297 As indicated above you should use the maximum power input of 115 VA of each power supply to calculate this most accurately Using the conversion factor e Heat Dissipation 115 x 3 41297 392 5 BTU hour The metric equivalent to BTU is a Joule where 1 BTU 1 055 Joules This calculates the BTU value per power supply The maximum BTU per system is therefore calculated based on total number of power supplies installed in the system e IP500 V2 Maximum Heat Dissipation 13 x 392 5 5 103 BTU hr Remember to budget for the power requirements of any additional devices that are to be co located with the IP Office such as server PC s voicemail etc Product Description 2013 AVAYA All rights reserved Page 428 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Power Supply e Input e IP Office 500 V2 and IP Office 500 System Unit IEC AC inlet socket 100 240V AC 50 60Hz 81 115VA 2 5A maximum e Power Supply Units All CE UL Dentori Safety Approved e Standard 60W Power Supply Unit All control and expansion units unless otherwise indicated Supplied with the control or expansion unit 40W PSU with integral lead to the unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C7 power cord 2 wire figure 8 connector e Input 100 240V AC 50 60Hz 81 115VA 2 5 maximum e Output 24Vdc 1 875A output power 60W maximum e IP Office 500 80W internal Power Su
97. call e Inbound and outbound calls automatically added to Salesforce com portal call history e Click to dial from any contact or phone number within Salesforce com portal e Screen pops of customer information contact case etc on caller id and name for inbound and outbound calls The screenshot below captures the Salesforce com Portal with the phone integrated to IP Office rec gts Home Chater Files Campeigns Leads Accounts Opportunities Forecasts Contacts Cases Solutions Products Reports Osshboards Home lies Oo praeesse View My Comacts S oo hi x Recent Contacts ven Re Vanes oe ET Rome Account Reme Prom RA ee ee Ene And Atcac PA Lis oats 723001 BUE es DNCIES Er 495 4285000 Ree Jeno ss X 416 425 2080 BTE HN VE QUI V4 yi LT aes gore Etam Lane pistes pas ae Spas ban BON AVAYA sua ina PA Lis LMN S Rega Kumar me ate Mew Sn tied ms The Avaya IP Office Plug in for Salesforce com can be downloaded from the Desktop Integration tab of the Avaya one X Portal for IP Office The plug in is supported on the WinXP SP3 Windows Vista and Windows7 operating systems Licensing Avaya IP Office plug in for Microsoft Outlook and Avaya IP Office plug in for Salesforce com require an Avaya one X Portal for IP Office license for each user This license is part of the IP Office Power User Office Worker or Teleworker user license and is not available separately Product Description 2013 AVAYA A
98. can be added to achieve the total number of channels required D channels are not subject to licensing The licenses are consumed by those channels which are configured as being in service in order of the installed IP500 PRI U cards IP500 Universal PRI Additional E1 Channels Licenses These licenses are used to enable additional E1 B channels for IP500 PRI U cards configured for E1 operation Each port can support up to 30 B channels in this mode e IP500 Universal PRI Additional Channels 2 E1 Channels License IPO R9 IP500 E1 ADD 2CH ADI LIC 275634 e IP500 Universal PRI Additional Channels 8 E1 Channels License IPO R9 IP500 E1 ADD 8CH ADI LIC 275635 e IP500 Universal PRI Additional Channels 22 E1 Channels License IPO R9 IP500 E1 ADD 22CH ADI LIC 275633 IP500 Universal PRI Additional E1R2 Channel Licenses These licenses are used to enable additional E1R2 B channels for IP500 PRI U cards configured for E1R2 operation Each port can support up to 30 B channels in this mode e IP500 Universal PRI Additional Channels 2 E1R2 Channels License IPO R9 IP500 E1R2 ADD 2CH ADI LIC 275637 e IP500 Universal PRI Additional Channels 8 E1R2 Channels License IPO R9 IP500 E1R2 ADD 8CH ADI LIC 275638 e IP500 Universal PRI Additional Channels 22 E1R2 Channels License IPO R9 IP500 E1R2 ADD 22CH ADI LIC 275636 IP500 Universal PRI Additional T1 Channel Licenses These licenses are used to enable additional T1 B channels fo
99. desk telephone in this next generation of wireless telephone solutions Wireless IP Terminals Users can have a choice of 2 WiFi telephones to meet their in building mobility needs e Both support the 802 11 a b g standards and up to 12 lines or selected features Both of these handsets are resistant to dust and spraying water and therefore also suitable for harsh environments They also offer office quality speaker phone functionality e Avaya 3641 supports a broad range of enterprise applications and is ideally suited for general office financial or hospitality industries This compact handset offers a high resolution backlight graphic display a new improved user interface and design and a lightweight form factor e Avaya 3645 is a slightly larger version that in addition supports push to talk functionality for broadcast communication between employees Due to its rubberized sized grips and the larger ear cup it is especially well suited in noisy and industrial environments e Access to 2 x 6 lines or selected features through the line key and the FCN key no individual labels are supported for the administered functions on the function keys status information only for call appearances but not for line appearances Standards based Quality of Service support New software is available for the 3641 and 3645 handsets to allows use of open standard Quality of Service mechanisms based on WMM standards Product Description 2013 AVA
100. e Color gray e Mounting Desk or wall mountable e Adjustable Desk Stand Yes two position stand approx 40 and 60 angle Button Module 12 for 9508 9608 9641 9611 A new button module is being added to the portfolio The 2 x 12 Button Module provides dual color LEDs buttons aligned with 12 rows on the graphical display It includes two pages with 12 buttons each and a left or right arrow to indicate which page is currently not visible When both pages are programmed the user has a total of 24 buttons available The 12 button module also includes a new quick labeling feature button that is located under the display Three 12 button module can be simultaneously connected to any one of the new 9600 Series IP Deskphones except the 9621G as well as with the 9508 digital phone This button module ships with the same dual position stand as the 9508 9608 Works on Up to three modules to be connected e Programmable Contextual buttons e 24 administrable keys functions accessible e 12 physical keys with LCD labels and dual LED e Quick labeling key plus left right page key e Color gray Note when 9508 is used a separate power supply is needed to power the module Product Description 2013 AVAYA All rights reserved Page 139 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1600 Series IP Telephones and 1400 Series Digital Telephones Avaya one X is a portfolio of communications solutions that deliver a power
101. example fax machines credit card readers wireless headsets cordless telephones Analog devices are connected to the system e To one of the analog ports on the Combination Card e Via a Phone 2 or Phone 8 Module e To an ETR station port directly or bridged with a PARTNER ETR telephone The major features work the same regardless how they are connected e g Hold Conference Transfer Call Waiting Message Waiting Incoming Caller ID Analog telephones have access to all dial code features familiar to PARTNER users e g Call pickup Line pickup Call Forwarding activation deactivation etc Analog telephones connected to a phone module or Combination Card default to intercom dial tone To place an outgoing call the user will dial 9 Analog telephones connected to an ETR module follows programmed Automatic Line Selection Product Description 2013 AVAYA All rights reserved Page 34 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Administration The PARTNER Mode and IP Office Basic Edition Mu Law can be programmed in the following ways e Telephone User Interface TUI from extension 10 or extension 11 and uses the same administration codes 374 as the PARTNER ACS system Button Programming Features use the same codes as the PARTNER ACS system TUI programming is an alternate way to do System Administration and Programming on the PARTNER Mode It is based on the PARTNER ACS TUI but with improvements
102. for a circuit on an So8 Expansion Module e These trunks support the mobility features of Mobile Call Control and one X Mobile client 248 Product Description 2013 AVAYA All rights reserved Page 106 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Universal PRI Trunk Card This type of card can be added to an IP500 Digital Station card IP500 Analog Phone card TMC8 card or IP500 VCM card It allows that card to then also support primary rate digital trunk connections Available in single and dual versions the IP500 PRI card provides single and dual primary rate trunk interfaces respectively The PRI is configurable for T1 E1 or E1R2 MFC use depending on the territory Details of the supported ISDN supplementary services and protocols for each PRI are given in the Public and Private Voice Networks section The IP500 Universal PRI trunk cards incorporate an integrated CSU DSU The CSU function allows the trunk to be put in loop back mode for testing purposes This can be set manually using the monitor application or automatically from a Central Office sending a Line Loop Back LLB pattern The DSU function allows the T1 trunk to be shared between data and voice services Here is a summary of the capabilities of the card Each card is configurable to connect to T1 E1 or E1R2 lines e The card is available in either a single or dual PRI variant The single variant can support up to 24 Ti channels or up to 30
103. for a new 2 x 12 button module on which features speed dials bridged or individual call appearances can be programmed A maximum of three 3 button modules can be connected Each model also includes one touch access to key applications including Contacts History and Home One touch access to these core applications simplifies the user experience and eliminates the need to navigate through menus to get to the most commonly used features On top of that when connected to IP Office these telephones will offer access to advanced IP Office features like Visual Voice IP Office Feature menu or centralized storage for call log system directory and personal directory With that they offer full support of the hot desking capabilities of IP Office The 9608 has a 3 8in 9 7cm monochrome display while the 9611G features a 3 5in 8 9cm color screen The dual position stand allows the sets to be positioned at approximately 40 or 60 The display is fixed and is not adjustable like other 9600 Series IP Deskphones The 9608 and 9611G do not support removable faceplates Product Overview 9608 9611G Buttons 8 with red green LED 8 with red green LED Administrable buttons 3 24 24 pages Product Description 2013 AVAYA All rights reserved Page 123 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 ses Display fixed 3 8 inch 9 7 cm 181 x 120 13 5 inch 8 9 cm 320x 240 pixel pixel Softkeys C CS Dual Position Sta
104. for improved contrast Standby mode turns off backlight after time out Special Features for 4625 SW Color Backlight Display The display is full color and has a backlight for improved contrast Note While still supported the 5620SW and 4620SW telephones are no longer available for purchase Product Description 2013 AVAYA All rights reserved Page 205 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 EU24 and EU24 BL Expansion Modules The EU24 EU24BL are phone expansion modules that work in association with a 5420 5620 1 2420 4620 1 4625 telephones They provide an additional 24 programmable buttons with associated display label and status icons Only one EU24 can be used per phone The EU24BL has a backlight and is for use with the 4621 and 5621 only The EU24 EU24BL supports an additional 24 Call Appearance Feature buttons by displaying a column of 12 buttons at a time with a dotted line separating the two columns Common Features 24 Programmable call appearance feature keys Automatically labeled from the system no paper labels Connects directly to the associated phone Requires an Avaya 1151 Series power supply even for IP telephones already using Power over Ethernet PoE IP Office supports a maximum of eight EU24 EU24 BL s on each IP Office system subject to total system limits EU24BL 2402 5402 2410 5410 2420 5420 Telephone 2402 5402 2410 5410 2420 5420 4625 Note tha
105. in a small community network SCN all the IP Offices in the SCN require either their own Advanced Edition license or the VMPro Recordings Administrators license Advanced Edition Additional Messaging Licenses The Advanced Edition license provides Customer Call Reporter Contact Recorder Call Recording Library Interactive Voice Response IVR Visual Basic scripting and generic Text To Speech for Windows only 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 e UMS Web Services Licenses also enabled by the Office Worker 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 The total number of users supported is set by adding combinations of the following licenses Note that a license is consumed for each user configured for UMS access UMS Web Services 1 User License IPO LIC VMPRO UMS 1 USER 217880 e Messaging Recordings Administrators License As standard Preferred Edition supports automatic and or manual call recording to specified mailboxes Also provided as part of Advanced Edition this license allows Preferred Edition
106. includes Calling line identification Hold Consultation Hold Attended Unattended Transfer Message Waiting Do not disturb Conference Add Some telephones support several call appearances making it easy to switch between calls Please not that this does not include bridged appearances or outside line appearances A large number of additional features are supported on IP Office using Feature activation keys These features include but not limited to Call forward Unconditional Busy no Answer Follow me Park Unpark Music on Hold Meet me conferencing Conference join Ring back when free SIP endpoints also support Computer Telephony Integration CTI and therefore applications like Avaya one X Portal for IP Office the following features are supported with Avaya one X Portal for IP Office and via the TAPI interface Outgoing call without remote activation of speakerphone headset Hang up Hold Attended Unattended transfer Conference IP Office based Voicemail collect Product Description 2013 AVAYA All rights reserved Page 275 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Set forwarding DND IP Office based e Park Ride IP Office based The features work similar like CTI features in combination with an analog telephone e g an outgoing call will first ring the SIP phone and after connect the outgoing call will be placed SoftConsole is currently not supported in combina
107. indication of calls presented to the bridged user where programmed e Visual indication of when the other user has calls presented held or connected e Join and exchange calls using the paired call appearance and bridged appearance buttons Description 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 Call Coverage Feature e Allow unanswered calls to alert at other user extensions and be answered there before being forwarded or going to voicemail Benefit Provide users the opportunity to answer colleague s unanswered calls before they go to voicemail Description 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 i
108. information in all 18x response messages such as Trying Ringing etc IP Office can send UPDATE without SDP for session refresh over SIP trunks The addition of this new audit mechanism will validate that the connection is in place If not the IP Office will free the trunk thereby improving network resource utilization IP Office can now negotiate RFC 4028 for session refresh over SIP Trunks It can either be the refresher or will expect UPDATE messages from remote party depending on negotiation The session will be terminated if IP Office doesn t receive an UPDATE 200 OK message for session refresh In earlier IP Office releases RE INVITE messages were used as the refresher IP Office is now RFC 4028 compliant By default UPDATE Supported is not enabled and IP Office will send RE INVITE messages for session refresh If UPDATE Supported is Allow or Auto and the other party supports UPDATE specified in the Allow header IP Office will send UPDATE messages for session refresh From header shall be used by IPO as calling identity whatever presence of P Asserted Identity PAT Although service providers typically use PAI for Caller ID delivery additional flexibility is sometimes required IP Office answers this requirement by providing an option to use the From header The administrator will have the option of selecting which Caller ID information to use for displaying on the user equipment By default IP Office will display PAI caller ID pr
109. is generally sent to a PC running an optional Call Accounting software package System Groups The system supports the following types of groups Pickup Groups 4 Groups INTERCOM 6xx When a call rings at an extension assigned to a Pickup Group a user at any other extension in the system can answer the ringing call by dialing the Pickup Group code The Pickup Group feature helps when a user needs to answer calls on lines or pools not assigned to his or her telephone Calling Groups 4 Groups INTERCOM 7x 7x A Calling Group is a group of extensions that can be called at the same time Any user in the system can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling Group The first extension to pick up the call is connected to the caller A typical use of this feature is to have callers ring into a Calling Group of sales representatives or to create a Page All group Hunt Groups 6 Groups INTERCOM 77G 77G When extensions are in a Hunt Group an incoming call searches or hunts for the first available extension Night Service Group 1 Group 504 When Night Service is activated and a call comes in all extensions assigned to the Night Service Group ring immediately regardless of normal Line Ringing settings System Password Allows you to define a four digit password that users can enter from system telephones to override dialing restrictions if the extension has ac
110. messaging integration of messaging and other external applications centralized configuration and maintenance etc As the solution contains a handset with liquid protection and BlueTooth headset interface and an appliance server for attaching messaging applications it is especially well suited for verticals like healthcare and retail All handsets and radio base stations support the DECT frequency bands in EMEA APAC NAR and CALA with the same hardware and firmware Please check type approval for availability in the different regions The Avaya DECT R4 solution on IP Office supports up to 384 handsets and 128 base stations Each base station can be powered over the LAN using the Power over Ethernet PoE standard Each base station can be also powered by an external power supply There are two versions of the base station IPBS available a standard base station with fixed antennas and an enhanced base station with a variety of external antennas External antenna not available in the US Both base stations can be installed in an outdoor housing to provide an external base station W Avaya Inbuilding Wireless Server AIWS gt DECT R4 base station IPBS Advanced Charger S Rackmount Charger IP Office a 3rd party Messaging Server In all approved regions this system supports the 3720 3725 3740 and 3749 handsets Note A SARI certificate is required for the DECT R4 to work on IP O
111. numbers dialed by that user For example they are not applied to calls forwarded via the user System Short Codes These are available to all users on the IP Office system They can be overridden by user or user rights short codes Post Dialing Short Codes When any the short code above result in a number to be dialed further short code can be applied to that number to be dialed This is done using the following types of short codes ARS Alternate Route Selection Short Codes The short code that matches dialing can specify that the resulting number should be passed to an ARS form The ARS form can specify which routes should be used for the call by using further short code matches and also provide option to use other ARS forms based on other factors such as time and availability of routes Transit Network Selection TNS Short Codes Used on T1 ISDN trunks set to use AT amp T as the Provider Applied to the digits presented following any other short code processing Incoming Number Short Codes On certain types of trunks short codes can be applied to the incoming digits received with calls Line Short Codes These short codes are used to translate incoming digits received with calls The stage at which they are applied varies between different line types and may be overridden by an extension number match The full set of short code commands are listed in the IP Office Manager refer to product configuration documents for more detail on how to
112. 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 This is beneficial if you are working from home and have an email connection available Incoming Call SMS alert on GSM VoiceMail Pro Listen ta email requires Text to Speech license Email alert message at home or on the road Picks up the call on no answer ESA In the office LED on the phone Alert on one X Portal Phone Manager Email notification Forwarding voicemail to email is particularly useful for group voicemail boxes as it allows a single voicemail message to be copied to the email of every member in that group Inbox Microsoft Outlook Steve Richards Bie Edit View Favorites Tools Actons Help Colin Training Fri 23 02 2001 08 Outlook Today H Thanks tor your help The Document is caled the Trainer s Classroom Set up doc Cheers Sa Dave RE Your Feedback Requested Fri 23 02 2001 O8 adh looks good to me Inbox Dave O PC voicemail Voicemail Message Extn202 gt Extn201 From Peter Jones Fri 23 02 2001 08 59 Q PC Voicemail Voicemail Message Extn202 gt Extn201 From 0345385951 Fri 23 02 2001 09 Akhemy Voicemail redirected message Virus checked by AVP lt end gt 1 PC Voicemail Voice
113. on received calls SoftConsole Telephone Requirements e SoftConsole provides extensive call management but it still requires an IP Office telephone to provide the speech path SoftConsole has been tested and is certified to work with all Avaya wired digital and IP telephones that are listed in the Telephones 113 chapter e SoftConsole cannot be used with IP DECT 3700 Series telephones Product Description 2013 AVAYA All rights reserved Page 347 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SoftConsole PC Requirements e IP Office software Release 2 0 or later e PC requirements o Always refer to the latest Avaya SME Technical Tip or Technical Bulletin for any updated information with regard to Operating Systems Service Packs or PC hardware o Refer to Technical Specifications section of the Product Description for Operating System and Hardware requirements e Amaximum of four SoftConsole applications can be run per system An IP Office license controls the number of simultaneous SoftConsole users e SoftConsole requires a SoftConsole license for each user This license is part of the IP Office Receptionist user license Product Description 2013 AVAYA All rights reserved Page 348 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 17 Computer Telephony Integration Product Description 2013 AVAYA All rights reserved Page 349 ey Issue 27 01 0 Thursday September 26
114. or Avaya IP Office telephones If you have legacy telephones and Avaya telephones IP Office will support a combination of DS16 DS30 and DS16A DS30A modules Up to 12 digital station modules are supported e DS16A provides additional 16 digital station ports BCM Norstar T Series and M Series telephones only e DS30A provides additional 30 digital station ports BCM Norstar T Series and M Series telephones only Telephones can be located up to 400m 1300 feet without SAPs or 650m 2100 feet with SAP from the control unit For extensions located out of the building additional line protection will be needed For more information on cabling and out of building guidelines see the IP Office Installation Manual DS16B DS30B The DS16B DS30B modules can operate in either mode and support the same sets as the digital station 8 or the DS16A DS30A Telephones can be located up to 400m 1300 feet without SAPs or 650m 2100 feet with SAP from the control unit For extensions located out of the building additional line protection will be needed For more information on cabling and out of building guidelines see the IP Office Installation Manual Product Description 2013 AVAYA All rights reserved Page 110 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Analog Trunk 16 Module This expansion module provides an additional sixteen Loop Start or Ground Start two wire analog trunks Ground start trunks are not available
115. or individual power supply unit Avaya 1151 Series Codecs G 711 G 729a b QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Two port full duplex 10 100 BaseT Ethernet switch for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times Product Description 2013 AVAYA All rights reserved Page 203 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 5420 5621 2420 4621 4625 Telephones These telephones are best suited for the Executive User and with the optional EU24 Button Module good for the Receptionist Assistant User Note that 4621 and 4625 are no longer available for new sales Common Features Display 7 lines x 29 characters Fixed Feature Buttons 10 Conference Headset Transfer Drop Redial Speaker Hold Mute Volume Up Volume Down Programmable Feature Buttons e DS telephones 24 arranged in 3 switchable display pages of 8 matching the 8 physical display buttons e IP telephones 24 arranged in 2 switchable display pages of 12 matching the 12 physical display buttons Key Labels Icons and text used on fixed feature keys Speakerphone Two way handsfree speaker and microphone Hearing Aid Compatible Yes Message Waiting Indic
116. or the caller hangs up or for a transferred call until the call returns to the transfer return extension This feature prevents incoming calls from distracting you when you are busy on another call To allow calls to ring repeatedly set Abbreviated Ringing to Not Active Absent Text Messaging This feature allows you to post a message such as Do Not Disturb or Away from desk on the display of your PARTNER ETR or digital system telephones When another extension calls your extension your active Absent Text Message appears on the caller s display The system provides 15 pre defined messages plus 2 that may be customized by each user Pre defined messages include Away from Desk Be Right Back Please Call On Holiday until Meeting until Don t disturb until With visitors until With cust til At lunch until Absent Text Message Inspect The Inspect feature is a soft key option and allows you to remotely inspect the active Absent Text Message at another user s extension Pressing the Absent Text Message button will provide you with an INSP option in the display Press the button associated with the Inspect option and you are prompted to dial the extension number or press the Auto Intercom button you wish to view When you do the active message for that user is displayed Account Code Entry Account Code Entry ACE is used to enter an account code up to 15 digits for an incoming or outgoing call currently being h
117. 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 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 Product Description 2013 AVAYA All rights reserved Page 364 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Voicemail Pro 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 LE PR User name Menia O OOO Please enter your current password bss Please enter your new password bes o 6 Please re enter your new password AVAYA Ameme Welcome Manke Sanad Change past AVAVA S patat Puit da Fogar Siw Muth as teal Mork pa wend rowed aay Pro T Inbox M State Caller iD Received on v F3 es Emesa 8 Swort Gr C e 0001212 01 May 2008 16 24 03 Im9s eo ac
118. other rather than having all media flowing through the IP Office This reduces network and VCM utilization for more optimized implementations SIP Trunks Alarm Enhancements This enhancement enables IP Office to generate an SNMP Trap when there are no free channels available to handle a call on a SIP Trunk It allows external applications to monitor the performance of an IP Office and determine whether it is sufficiently provisioned Fax Enhancements for Super G3 IP Office R9 0 enables SIP Trunks to detect tones generated by Super G3 fax machines and configure the DSP channel with the appropriate codec and ECAN settings This is applicable for Service Providers that support higher data rate fax machines Fax enhancements for Super G3 are only available on the IP Office 500 and 500v2 not on the Linux servers SIP Response Mapping to ISDN Q 850 Cause Values For SIP calls this feature sends and receives Reason headers with Q850 content This header is included in specific SIP response messages as specified in RFC3398 The Q850 content includes an ISDN cause value and text Product Description 2013 AVAYA All rights reserved Page 19 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 RFC2833 Default Payload Configuration Option It is now possible to configure the default RFC2833 payload to be used when initiating SIP calls The enhancement addresses the situation where some devices and networks cannot negotiate the dynamic payload
119. packaged with the Microsoft SQL Server 2008 Express edition It is recommended that any call center that predicts high call usage should understand the imposed limitations of Microsoft SQL 2008 Express edition and should consider using the full version of Microsoft SQL 2008 Microsoft SQL 2000 and 2005 are not supported The CCR Database is documented and open for third parties to create their own custom reports in Crystal Reports or any other SQL related application Product Description 2013 AVAYA All rights reserved Page 400 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Dashboard This is the default page shown when a supervisor logs in It shows information graphs for selected queues agents and statistics Status IP Office Customer Call Reporter Mark 09 30 56 Account Change Password Log Off Help AVAYA Main Grade Of Service a FA CC v Goal 95 00 Dashboard v ants Logged On 18 53 Sales 1 Agents Logged On 18 53 WARRING Main Extn201 4 Answered Answered Main Agent State Alarms Cub SERALE Calls Pie Chart Activities EM Available EE Ringing EN Present MB Busy NA Holding Em ACW E Busy Busy Al Q E Busy Non Q Ring Alt Q Ring Non Q v Multi Plot Grade Of HG1 HG2 Last 4 Hours Service HG3 Queues I Hi f HG2 1 HG3 Real Time Report Monitor Customer Call Reporter provides real time monitoring of call center activity This is achieved vi
120. pocket the savings Simple administration Windows based graphical tools cut the time and expense of administration Product Description 2013 AVAYA All rights reserved Page 9 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Voice Communication Solution Features IP Office offers a comprehensive list of features and benefits for the small or mid size business including e Full PBX Features Caller ID Call Forwarding Conference Calling Voice Messaging and more e Trunk Interfaces A variety of network trunk interfaces including E1 T1 PRI ISDN SIP analog loop start and analog ground start for comprehensive network connectivity Not all trunk types are available in all territories please check for local availability e Extensions Support for a range of extensions from 2 to 384 that provide sophisticated voice performance for new and growing businesses e Telephones A variety of telephones including analog digital and IP hard and softphones wired and wireless that provide the appropriate desktop or device telephone for every need e Advanced Call Routing Incoming calls are directed to the best available person or messaging service according to the company s unique criteria e Alternate Call Routing Ensures reliable handling of calls by selecting from analog digital or VoIP trunks e QSIG Networking Standards based multi site networking to interoperate with other PABXs licensed feature e Integra
121. provides a level of voice feature transparency between PBXs and is the favored signaling standard within multiple vendor and international voice networks The IP Office E1 or Ti module terminates a QSIG connection with a 120 ohm RJ45 interface IP Office supports the following QSIG services across this network e Simple Telephony Call Basic Call ETS300 171 172 e Circuit Switched Data Call Basic Call ETS300 171 172 e Called Calling Line ID Presentation ETS300 173 e Called Calling Name Presentation SS CNIP SS CONP SS CNIR ETS300 237 238 e Message Waiting SS MWI EN301 260 255 e Transfer SS CT ETS 300 260 261 QSIG E1 T1 Circuit Switched Voice Networking Product Description 2013 AVAYA All rights reserved Page 291 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Public Voice Networking The IP Office platform supports a range of trunks and signaling modes for connection to the public switched telephone network Central Office Some of these lines are only available in certain territories please check with your distributor for local availability Primary rate trunks are available with either a single 24 30 channels or dual trunk 48 60 channels ISDN Primary Rate ETSI CTR4 Provided by the IP400 PRI E1 and IP500 Universal PRI cards ISDN Primary Rate provides 30 x 64K PCM speech channels over an E1 circuit and one signaling channel Signaling Conforms to the ETSI Q 931 standard with Cycli
122. recommended to do a sample installation with one handset first before rolling out a larger set of DECT R4 handsets on a legacy IP DECT system Product Description 2013 AVAYA All rights reserved Page 170 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3740 Ruggedized DECT This telephone is fully supported on the Avaya DECT R4 system e Black and white display with Backlight and Icons e Loudspeaker hands free e Graphical user interface e Four way navigation key e 19 built in UI languages However in some languages menu items may appear in the English language e Standby 150 hours Talk Time 18 hours under optimal conditions e Ruggedness Shockproof certification IEC 60068 2 32 procedure 1 from 2 meters e Operating temperature 10 C to 55 C e Liquid and dust protected IP 65 e Multi functional button alarm call answer call etc e Text message support requires AIWS 30 messages sent received storable message length 160 characters e This handset is also GAP compatible It can therefore be used on other DECT systems including Avaya IP DECT However when in GAP mode the functionality is limited to standard call DECT roaming and handover Access to other features including IP Office central directory and time of day is not available in GAP mode Product Description 2013 AVAYA All rights reserved Page 171 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3749 Intrinsically Safe
123. required In addition one SARI Certificate is required for each DECT R4 system to uniquely identify that DECT R4 System The SARI is printed on paper and must be ordered separately This applies for regular IP Base Station as well as IP DECT Gateway type of deployments Product Description 2013 AVAYA All rights reserved Page 165 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 DECT R4 Inbuilding Wireless Server 2 AIWS2 First generation AIWS has been replaced with AIWS2 The Avaya AIWS2 is a new application server module for DECT R4 solution to run applications such as messaging central phonebook LDAP directory access centralized device management and OAP interface provision AIWS2 handles wireless services and messaging and runs on a solid state embedded server It comes pre installed with the appropriate features activated on that server The Avaya AIWS2 servers supports the same feature set as the first generation AIWS servers Major highlights include 19 inch rack mountable and wall mountable pizza box form factor e Built in power supply e 400 MHz ARM9 processor with 256 MB RAM and 1GB On board flash e Basically support for all features support on AIWS1 e Upgrade capability from AIWS1 to AIWS2 re use of module keys licenses and configuration files from Elise 2 appliances possible e Full interoperability with AIWS appliances mixed AIWS installations of AIWS1 and AIWS2 possible Avaya is introducing r
124. ringing waiting call 263 On Demand Call Recording 357 Open Application Interface 182 Open CTI 12 OpenView application 418 Operator SoftConsole 12 Optional Add Ons 148 149 150 Other Avaya Products 113 302 Other Features 382 396 Out Of Hours 375 Outbound Call Handling Features 253 outcall 376 Outcalling 382 Outlook 12 326 367 Goldmine 326 Output Port 233 430 Overflow Group 261 Overhead LAN 286 Overhead WAN 286 P PABX s 10 269 Packet Based 297 Packet Based Voice Networking 297 packet filtering 311 packet switching 297 packetization 288 packetized VolP allowing 297 packetized VolP calls 297 packets arrive port 287 packet switched 267 Packet Switched Telephony 267 Packet switched VoIP 267 Pager 363 Paging Calls 248 Pan European Connection 430 PAP 307 310 311 312 430 Park 241 242 248 265 342 346 347 353 357 377 Park Call 265 Park ID s 342 Park Return 248 Park Slot Panel 342 346 347 Park Slots 241 342 346 347 353 377 pass calls 262 Password 243 307 310 347 415 430 PC application 376 PC Based 355 PC Softphone 12 97 239 326 PC Softphones 24 Permanent Virtual Circuits Personal 371 297 309 Personal Distribution Lists 326 376 Personal Numbering 357 371 382 Personal Options 382 Personalized Greeting 382 Personalized Ring Patterns 202 204 Personalized Ringing 229 242 Phone 16 427 Phone 16 Module 427 Phone 30 Module 427 physical logical 287 Pickup 247 P
125. shared list of up to 100 frequently dialed names and numbers FEATURE 600 699 All users on the system may use these numbers by pressing CONTACTS and dialing the first few letters of the party s name e System Speed Dial FEATURE 600 699 ETR and Analog Telephones only System Speed Dialing is a shared list of up to 100 frequently dialed numbers no name up to 28 characters in length All users on the system may dial a System Speed Dial number by pressing FEATURE or at intercom dial tone on a single line telephone and the three digit speed dial code from 600 through 699 Station Lock Unlock Station Lock helps to prevent unauthorized people from making outside calls from extensions Users enter a four digit code on their telephone dialpad to lock your extension To unlock the phone the user enters the identical code Station Message Detail Reporting SMDR SMDR is a call reporting feature that provides records of call activity It is commonly used in many types of business including Legal Contact Centers Sales and Real Estate Call reporting information allows users to e Detect any unauthorized calls e Bill clients or projects e Bill back by department e Reduce telephone costs by identifying the need to change telecommunications services Product Description 2013 AVAYA All rights reserved Page 49 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Print Caller ID information The output
126. 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 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 Product Description 2013 AVAYA All rights reserved Page 417 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 CI SysMonitor v5 2 148321 monitoring 192 168 42 1 00F007020B83 LDAP PPP R2 Routing SNMP System T1 VComp VPN Code 0x10 ATM Cal DTE EConf Frame Relay GOD H 323 Interface ISDN Key Lamp 35378m Inter Ethe Events Packets IP F Cal T Call V Call Delta M Extension Send FN Call Logging M Extension Receive J Extension J Extension TxC z 35503n Inter Basic colors se I Extension Cut D Extension RxC Er e a IP F Line Extension TxP ECC T V Map Extension AxP EURE M MonCM Line Send ELA 39992m Intex Ethq MoniVR Line Receive E onnenn IP V Targetting I Short Code Msgs T IP Dect IP Dect Tx Extn Custom colors abs eis thal IP Dect Rx Extn EL Ethe D IP Dect Tx Line TETTETETT I IP Dect Rx Line A E Define Custom Colors gt gt race Colour cove 40522m Intex Default All Clear All Tab Clear All Tab Set All OK Cancel Ethe IP H
127. support delivering a similar functionality but working consistently between SIP and non SIP endpoints e 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 Supported functionality for SIP endpoints in IP Office 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 In order to use a non Avaya SIP endpoint with IP Office a Third party IP endpoint license is needed This license will continue to support endpoints based on the H 323 standard but will also be required for generic SIP endpoints on IP Office Avaya IP Office SIP telephones use the IP End Point license Product Description 2013 AVAYA All rights reserved Page 274 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SIP Endpoint support is fully integrated into IP Office core No other components are needed SIP endpoints will need VCM module capacity in IP Office like any other IP phone Next
128. supported on each site Server Edition supports up to 10 Receptionist users The Receptionist license enables a user to use IP Office SoftConsole This is a Windows PC application intended for receptionists and operators Up to 4 SoftConsoles can be licensed on a single IP Office system e Receptionist User License IPO R9 RECEPTIONIST 1 ADI LIC 275657 Enables the 1st instance and subsequent instances of the PC based operator console Additional licenses can be added for up to 4 SoftConsoles running at any time Customer Service Agent This User Profile is targeted at employees who are responsible for fielding customer service calls This 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 CCR agent supervisor licensing requires Advanced Edition The Advanced Edition license provides one Supervisor license e Customer Service Agent License 1 User IPO R9 CUSTMR SVC AGT 1 ADI LIC 275625 e Customer Service Agent License 5 Users IPO R9 CUSTMR SVC AGT 5 ADI LIC 275626 e Customer Service Agent License 20 Users IPO R9 CUSTMR SVC AGT 20 ADI LIC 275627 Customer Service Supervisor This User Profile enables service supervisors to track measure and create reports for agent or a g
129. telephones only Mobility Features include Product Description 2013 AVAYA All rights reserved Page 248 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Mobile external Twinning e Mobile Call Control e Mobility Callback e Avaya one X Mobile Client Support Product Description 2013 AVAYA All rights reserved Page 249 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Key and Lamp Operation IP Office offers a full range of Key and Lamp features on Avaya feature telephones These features include Line Appearance Call Appearance Bridged Appearance and Call Coverage As these features require a phone with buttons and indicators the features are only supported on certain Avaya digital and IP telephones Key and Lamp operation is not supported on analog telephones IP Office can 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 Appearance Buttons Feature e Use the programmable buttons available on Avaya digital and IP telephones to represent individual calls e Answer originate and join calls by pressing the appropriate appearance buttons Benefits e Indication of calls connected and calls waiting e Handling of multiple calls from a single phone
130. that runs using H 323 The 3641 supports the following features Slim lightweight design with large display Backlight display with Icons Simple to use with improved user interface Navigation and soft keys for simple access to frequently used operations Office quality speakerphone for handsfree operation 802 11a b g standard compatible Radio Frequency 2 4000 GHz b g or 5 8 GHz a FCC certification Part 15 247 Management of telephones via DHCP and TFTP Voice encoding G711 G 729a Wired Equivalent Privacy WEP 40bit and 128 bit and 802 11i PSK for secure communication Lithium Ion Battery pack with up to 8 hours talk time and 160 hours standby IP 53 Design Liquid dust protection MIL 810F Design Shock protection Clips cases lanyard Product Description 2013 AVAYA All rights reserved IP Office 9 0 Issue 27 01 0 Thursday September Page 185 26 2013 3645 Ruggedized Wireless Telephone The Avaya 3645 Wireless Telephone is a WiFi standard 802 11a b g telephone that runs using H 323 The 3645 supports all of the features of 3641 18 with the following additions e Push to talk PTT functionality for workgroup communication e Enlarged earpiece for operation in noisy environments e Rubberized grips for improved ergonomics and durability Product Description 2013 AVAYA All rights reserved Page 186 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3616 Wirele
131. that should be recorded and the time period during which Voice Recording should operate can be selected e User Recording 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 calls only default or on external and internal calls e Hunt Group Recording 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 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 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 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 Incoming Call Routes can trigger automatic call recording Note It is 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 reco
132. the Advanced Edition system license Server Edition Licenses The Server Edition License material code is IPO R9 SE ADI LIC 275658 The virtualized Server Edition License material code is IPO R9 VRTULZD SE ADI LIC 275694 The Server Edition Upgrade License material code is IPO R9 UPG SE ADI LIC 302260 IP Office Server Edition Solution leverages the IP Office licensing method with a variety of enhancements to simplify management and operation Many existing IP Office licenses are redundant in IP Office Server Edition as a new edition license enables a host of features that previously required many separate licenses Licenses for a Server Edition network are based on a combination of centralized licensing done through the Primary Server plus some server specific licenses All the user specific and system specific licenses can be managed from the Primary Server that also acts as the centralized licensing server e Centralized licenses are entered into the configuration of the Primary Server and are based on the System Identification of that server e Where a centralized license is are used to enabled features on other systems for example SIP trunk channels the Primary Server only allocates those licenses to other systems after it has meet its own license needs e When another system loses connection to the Primary Server any license requirements based on those licenses entered in the Primary Server s configuration are suppor
133. the Caller ID Call Log Once the feature is activated for an extension when a user activates the Caller ID Call Logging and Dialing F23 all Caller ID calls that are answered by that extension are logged Up to 3 extensions can be designated to log all calls both answered and unanswered regardless of where they terminated in the system Call Timer Display Displays the duration of a call from the time it was answered Product Description 2013 AVAYA All rights reserved Page 69 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Call Waiting Call waiting applies to analog single line telephones and applies to the following types of calls e Intercom calls e Transferred calls e Forwarded calls e Covered calls e Outside calls if the extension has a line appearance of the line e Voice Signaled calls Caller ID Features The following Caller ID features are supported e Caller ID Inspect FEATURE 17 Allows you to view Caller ID information for a second call without disconnecting the current call or putting it on hold Use this feature to inspect ringing active or held calls e Caller ID Name Display FEATURE 16 When an incoming call is ringing at a display telephone both the name and number appear on the user s display The Number is displayed on the top line and the Name on the 2 line In some cases users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2 line
134. the Session Initiation Protocol SIP e RFC 1889 RTP e RFC 1890 RTP Audio e RFC 4566 SDP e RFC 3265 Event Notification Product Description 2013 AVAYA All rights reserved Page 431 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 RFC 3515 SIP Refer RFC 3842 Message Waiting e RFC 3310 Authentification e RFC 2976 INFO e RFC 3323 Privacy for SIP PAI and draft ietf sip privacy 04 RPID e RFC 3325 Private Extensions to the Session Initiation Protocol SIP for Asserted Identity within Trusted Networks e RFC 3581 An Extension to the Session Initiation Protocol SIP for Symmetric Response Routing e RFC 3311 The Session Initiation Protocol SIP UPDATE Method Product Description 2013 AVAYA All rights reserved Page 432 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 25 Licenses Product Description 2013 AVAYA All rights reserved Page 433 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 25 Licenses 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 Release 9 0 introduces e new license order codes e PLDS license versions to support IP Office Enterprise Branch deployments Feature Keys and System IDs Licenses are 32 character strings derived from a unique ser
135. the processor module so that a caller hears music when placed on hold when the Music On Hold feature has been activated Night Service When Night Service is on and a call comes in all extensions in the Night Service Group ring immediately regardless of normal Line Ringing settings One Touch Transfer This feature allows a user to automatically transfer a connected call with one touch by pressing a pre programmed Auto Dial Intercom for the destination extension The Transfer button is not used e The transfer is completed when the transferring station goes on hook or touches the Transfer button or Complete soft key e The user initiating the transfer is able to consult and complete the transfer or blind transfer after successfully initiating a one touch transfer The LEDs at the phone initiating the transfer as well as other appearances of the call in the system behave the same as if the user touched the Transfer button to initiate the transfer Paging Features e Loudspeaker Paging Users can initiate a call either manually dialed or intercom auto dialed to an extension connected to an analog station port that connects them to an external loudspeaker paging system e Simultaneous Paging is a feature that pages both the external loudspeaker paging system via the paging port as well as voice signals all of the extensions in Calling Group 1 PBX Mode The system can operate in Key System mode default where
136. the same housing and accordingly the same mounting options can be used Major highlights of the Avaya IP DECT Gateway solution include e Up to 16 digital base stations can be connected to an Avaya IP DECT Gateway appliance e Up to two IP DECT Gateways are supported per IP Office stackable solution multiple IP DECT GW appliances operating in one IP DECT system e Remote power feeding of digital base stations via UPN ports e Synchronization of attached digital base stations via UPN cables including automatic cable delay measurement e Over the air synchronization master for IP base stations Master sync or backup sync functionality can reside in the gateway appliance e Seamless roaming and handover also with IP base station on same site e IP DECT master functionality can reside in an IP DECT Gateway e Remote configuration and software upgrade of IP DECT Gateway appliance web based e Remote SW update of digital base stations connected to the Gateway appliance e Support of same wireless handset types as in a pure IP DECT R4 installation only using IP Base Stations 3720 3725 3740 3749 3 party CAP GAP handsets providing same level of functionality as current DECT R4 IP DECT solution e Provision of same AIWS functions as with a pure IP DECT R4 installation only using IP Base Stations e Configuration option for reuse of Avaya s UPN repeaters this means a configuration option for each base station port to disable the automat
137. the upgrade license is applied For single site IP Offices with Preferred and or Advanced Edition there is no additional impact These customers will have no upgrade issues For multisite network with centralized voicemail there is no upgrade issue It is recommended that the customer upgrade first to the IP Offices with Preferred Advanced edition to reduce possible loss in functionalities IP Offices that do not have Preferred Edition but have Office Worker Teleworker Mobile Worker or Power Users will lose the associated functions If they upgrade to a newer release and have one of the specified user profiles but no Preferred Edition license they will receive a warning before the installation and relevant alarms after the installation If a virtual Essential Edition license is present a Preferred Edition license is not a prerequisite for the user profile licenses The Avaya one X Portal for IP Office server installation includes a note that the Power User Teleworker Mobile Worker and Office Worker require a Preferred Edition License and if such license is not present Avaya one X Portal for IP Office will not work The Avaya one X Portal for IP Office server checks if there is a Preferred Edition license If there is none present it sends an appropriate alarm to the administrator explaining that Preferred Edition license was not found The Avaya Softphone part of Teleworker and Power User packages checks if there is a Preferred Ed
138. then that number is used instead of the default fax location Voicemail box subscribers can set their own fax number through their mailbox menus Most fax solutions can be used in conjunction with IP Office however the following products have been tested and verified to operate in the above scenarios e Equisys Zetafax Zetafax for Networks provides versatile network fax software solutions for small businesses corporate offices and distributed enterprise businesses It enables employees to send and receive faxes at their desktop without the need to print fax communications take them to a fax machine and send them manually Zetafax can be seamlessly integrated into market leading email systems like Exchange allowing users to send and receive faxes directly from their Outlook client In addition Zetafax can be integrated with other existing applications such as accounting or CRM systems for fast automated faxing from the desktop or back office Further product information available from www equisys com e Open Text Fax Server formerly Captaris RightFax RightFax offers a broad scalable product line that integrates with email desktop CRM ERP document management imaging archival call center copier scanner systems as well as host legacy and mainframe applications virtually all business applications Further product information available from www captaris com e Fenestrae Faxination Fenestrae Faxination Server for Microsof
139. to 3 attempts in 5 minute intervals to contact the user e After 3 attempts outcalling notification will cease until another new voice message arrives Phantom Mailboxes o Provides voice mailbox support for all extensions 10 57 without requiring the physical hardware to be present Extensions without hardware are called phantom extensions e Note Ports 7 and 8 of an ETR 6 module can be used for phantom extensions even though you cannot plug a phone into them o Calls to a phantom extension go directly to voice mail Q DTMF breakout service can be used to transfer the call Product Description 2013 AVAYA All rights reserved Page 79 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o Phantom voice mailboxes e Default like a normal mailbox e Can be accessed remotely if the remote access feature of the mailbox is enabled e Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager VMS Cover Allows you to turn VMS Cover on and off routing unanswered intercom and transferred calls for users extensions to the Call Answer Service of the voice messaging system after the specified number of rings VMS Cover Ring Interval Allows you to define the number of times a call rings before it is sent to a user s voice mailbox VMS Hunt Delay Allows you to determine when outside calls should be answered by the Automated Attendant of the voice messaging system You can set the
140. to SIP telephones SIP terminal adapters are supported to connect analog telephones and fax machines This offers a flexibility to support Fax machines and Audio T 38 SIP extensions function like any other IP Office extension This means they Can make and receive calls to any other extension independent of type of extension 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 See chapter VCM modules for details Can use short codes and authorization codes like any other telephones Transmit In band call progress tones are delivered from IP Office 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 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 Advanced features SIP endpoints support a number of extended features according to the SIP service samples draft also referred to as Sipping 19 This
141. to change from Regular to Machine dial tone Intercom Manual Dialing Users can make an internal call to another extension by ringing it dialing its extension number or voice signaling the extension by prefixing the extension number with a Line Coverage Extension Use this feature to identify an extension as the owner of a specific outside line so the extension can activate Call Coverage or VMS Cover for that line Line Ringing Options This feature specifies the options Immediate Ring Delayed Ring or No Ring for incoming calls on a line appearance programmed on the extension Product Description 2013 AVAYA All rights reserved Page 74 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Log All Calls Up to three extensions can be designated to log all calls both answered and unanswered regardless of where they terminated in the system Message Alert Notification Message Alert Notification allows any ETR or Digital telephone programmed with Auto Intercom buttons to see which users have new messages waiting in their mailbox When the Message Alert Notification button is pressed the DSS BLF buttons programmed on the user s telephone will display a flashing red LED when the associated user has new voice mails waiting This feature may be left on at all times or deactivated by pressing the Message Alert button again Music on Hold Connect an audio source to the Music On Hold port on
142. type for RFC2833 and insist on a value different from the IP Office default of 101 Session Refresh Enhancements IP Office will now have the ability to initiate the use of SIP Session Timers on SIP SM Trunks whether the other end supports it or not SIP Calls between IP Office endpoints can now make use of this mechanism to detect the loss of SIP sessions caused by failure in the network path or remote endpoint freeing up resources appropriately Enhancements supported on the France2 locale Direct Early Media Support plus UPDATE with SDP Early Media includes audio e g ring back remote tones or announcements heard before the far end answers Early Media is considered to be Direct when the media is sent directly from one IP endpoint to the other rather than being anchored by the IP Office In some call scenarios e g blind transfer a SIP UPDATE must be sent to the far end to inform it of a new destination for the media stream Using Direct Early Media can reduce network bandwidth consumption and VCM utilization on the IP Office network P Early Media Header for Remote Local Progress Tones The P Early Media Header is used by some SIP trunk providers when there may be multiple early media sources SIP calls may be forked resulting in multiple early sessions to be established but it is not clear to the originating party which session should take precedence This feature allows the network to indicate which early media to play to the caller
143. up to 12 digits long and may include 0 9 and hold wildcard character displayed as a Attendant Positions Extension 10 and Extension 11 serve as system attendant positions TUI System Administration can only be done at these extensions Night Service and Unlock capabilities can only be initialized from Extension 10 When a user dials 0 Extension 10 will ring Auto Attendants Multiple Sub Menus Emergency Greeting The system supports up to 9 Automated Attendants Sub menus A sub menu is the same group of selector codes as is used in an Auto Attendant Each Auto Attendant has its own greeting Morning Afternoon Evening its own language English French Spanish its own set of selector codes based on its time profile and separate VMS Hunt and Delay Schedules Each Auto Attendant supports its own Emergency Greeting announcement which can be remotely recorded and activated and plays before the Auto Attendant Greeting Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes to record greetings menu prompts etc Auto Dialing Enables a user to dial outside numbers extension numbers feature codes or account codes with a single touch by pressing a programmed button Three types of auto dial are supported e Auto Dial Outside e Auto Dial ICM internal extension e Auto Dial ICM Page voice signaling Automatic Callback Wh
144. user belongs Personalizing the Layout There are a number of ways in which the Avaya one X Portal for IP Office gadgets layout can be adjusted Any changes made are stored by the Avaya one X Portal for IP Office in your user settings so the saved version is always available when the user logs in again Change the Avaya one X Portal for IP Office layout e Select a Skin there are 2 skins available to choose from e Change the Column Widths the screen is in divided in two columns of variable width e Show Hide a Gadget it is possible to minimize unused gadgets and use the available space for the used ones e Resize a Gadget by dragging the resize icon at the bottom of the gadget it is possible to change the size of a specific Gadget You can also maximize a gadget to occupy the entire one X Portal space e Move a Gadget by dragging the gadget itself e Default the Layout go back to the factory default Extensibility with 3rd Party Gadgets Avaya one X Portal for IP Office for IP Office enables extensibility by allowing a user to add 3rd party gadgets to the Avaya one X Portal for IP Office This allows a user to improve productivity by combining his her Unified Communications workspace with the personal workspace An external gadget is a pre built piece of code that is remotely hosted and interacts with a third party website to provide added functionality to a website Web gadgets from gadget providers syndicati
145. via a web interface or a short code 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 Contact Center environment when agents are busy an overflow to 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 campaign 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 e Campaign Web Interface Microsoft Internet Explorer Test Next New Next Active Next Processed Ident State DateTime CLI Name Brochure Address 6 New x 19 04 2004 3 2 ae SE 00 02 s alt E 0 203 00 04 88 00 04 00 02 New 19 04 2004 A 3 S rae 203 KE 00 02 E 00 01 00 01 E Hold CTRL while selecting multiple qualifier le D Internet a Campaign Web Interface Product Description 2013 AVAYA All rights res
146. 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 Voicemail Pro server Centralized VMPro Distributed VMPro Distributed VMPro Backup VMPro The retrieval of voicemails will require access to the Centralized Voicemail Pro while other voice resources will be available locally providing local capabilities for queuing announcements call recordings auto attendants and leaving of voicemails On failure of a Distributed Voicemail Pro the Centralized Voicemail Pro will be used for all functions as if no Distributed Voicemail Pro servers were present Centralized Voicemail Pro Distributed VoiceMail or Backup VoiceMail require the same Preferred Edition license but will be configured differently in IP Office Manager according to the required function Product Description 2013 AVAYA All rights reserved Page 361 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 International Time Zone Support International Time Zone support in Preferred Edition gives the customers with a multi site environment IP Office SCN network in different time zones the ability to get the right time stamps for voicemails and announcements for the local time zone of the IP Office switch they are connected to e Each personal voicemail recording will have the timestamp of the
147. with your existing equipment as well as provide a gradual migration plan for your other locations I have a Nortel BCM or Nortel Norstar system Can I keep my existing telephones Yes IP Office supports the majority of Nortel BCM and Norstar telephones You can save between 40 to 60 of your original investment by keeping your existing telephones Whether you want to add additional telephones or replace older telephones IP Office supports nearly every kind How quickly can I get up and running Just say when an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget By saving you money and helping you grow IP Office repays your investment and lets you reallocate resources to other business priorities Lowering long distance costs Routing telephone calls over the Internet Voice over IP or VoIP for short is growing in popularity Particularly in the case of international calls VoIP generates significant savings If your company is already linking multiple offices using high speed data circuits the VoIP capabilities in IP Office make it possible to route voice calls over the existing infrastructure providing another way to lower costs and leverage your investment However you do it the VoIP capabilities of IP Office are a way to put money back in your pocket Product Description 2013 AVAYA All rights reserved Page 8 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Eliminating conferen
148. you to scroll through and redial the last 20 number called from that telephone set e Save Number Redial FEATURE 04 Saves into temporary memory the last outside number up to 28 digits dialed from a system telephone Use this feature to save a number before you hang up on a busy or unanswered call Once saved the number can be redialed at any time The number stays in memory until a different one is saved Remote Call Forwarding Remote Call Forwarding is supported This feature FEATURE 11 allows a user to send internal and external calls destined for a particular extension to an external phone number off the system over an analog trunk Remote Call Forwarding will not alert the internal extension but immediately sends the call out to the predefined number Remote Access to the Built in Modem This feature allows for unattended access to the built in modem x76 by calling into the system by a DID number or by transferring to the modem via the Automated Attendant When an Automated Attendant Selector code with the Transfer To Number action has the modem as its destination the system will transfer the call to the built in modem Ring on Transfer This is used to specify what the caller hears while they are being transferred If Ring on Transfer is set to Active callers hear ringing while they are being transferred if it is set to Not Active callers hear beeps or Music on Hold if this is activated and a music sou
149. 0 100 metres indoors Maximum number of base stations per IP Office 4 base stations Maximum number of handsets that can belong to a 8 handsets base station D Maximum number of call logs 100 logs per handset for both incoming and outgoing calls Handset capacity and performance Item Value Repeater capacity and performance Item Value Cell radius 100 350 feet 30 100 metres indoors Maximum number of channels per repeater note that calls carried from linked repeaters will consume channels Product Description 2013 AVAYA All rights reserved Page 154 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hardware components Base Station Label Description Reset button hole Press and hold for five 5 seconds to reset the base station Registration button Press and hold until the base station LED flashes to register the base station with IP Office Hold this button for three 3 seconds when registering handsets Product Description 2013 AVAYA All rights reserved Page 155 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Handset 8 civ Heorustous 1 Up Down keys Controls the speaker and ringer volume Also allows correction of name and number entry when programming a speed dial button ute key Soft keys S1 S4 4 Off Hook Handsfree key On Hook key Dialpad Use the dialpad to make calls to enter contact phone numbers and names and to
150. 0 Issue 27 01 0 Thursday September 26 2013 PARTNER ACS Euro telephones The following PARTNER ACS Euro telephones are supported on PARTNER Mode e 6 Button non Display Telephone e 18 Button non Display Telephone e 18 Button Display Telephone e 34 Button Display Telephone up to 4 per system Not supported e Call Assist 24 CA 24 Adjunct Default Button Features When connected to the PARTNER Mode the top row of buttons on the 18D and 34D telephones come pre programmed with the following features e Last Number e Conference Drop e Voicemail Access e Recall Note PARTNER ACS telephones are only available in the North America region and work only with PARTNER Mode and Mu Law SD cards running in Basic Edition Product Description 2013 AVAYA All rights reserved Page 32 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Wireless telephones 3920 Wireless T7406E Wireless Digital Mobility 7400 Wireless Note 1 The 3910 Wireless telephone is discontinued but it is still supported Product Description 2013 AVAYA All rights reserved Page 33 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Note 2 PARTNER ACS telephones are only available in the North America region and work only with PARTNER Mode and Mu Law SD cards running in Basic Edition Analog POTS telephones The system supports a wide variety of industry standard analog telephones and devices for
151. 01 0 Thursday September 26 2013 Wireless Phone Solutions Avaya IP Office Wireless Solutions include analog digital and IP based WiFi wireless telephones These are solutions employees can use every day to work more effectively and be more responsive to customers all while increasing revenues and keeping communication costs firmly under control Also Avaya IP Office Mobility Solutions integrate seamlessly with IP Office enhancing each customer s investment IP Office s in building Mobility Solutions improve communication with staff that because of the function they perform are mobile within the workplace Using wireless technology such individuals may be instantly contactable with many 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 ensure fast accurate decision making and immediate response to problems through planned radio coverage with no blind spots Avaya Wireless Solutions IP Office supports the following wireless solutions e DECT R4 is the mainstream IP based DECT solution offered in the EMEA and NA regions and in selected APAC countries With the new Compact base station it is also the first choice for small installs with smaller channel capacity need e IP DECT in the EMEA and NA regions and in selected APAC countries is also supported on IP Office Note that the IP DECT solution will be
152. 09 310 355 396 User Rights 253 Alpha 149 Alphabetic Keystrokes 346 Alphanumeric 148 187 230 382 Alphanumeric Data Collection 382 Alternate Call Routing 10 Alternate Route Selection 7 113 257 290 347 367 12 245 260 370 372 374 376 262 299 245 254 303 Analog 16 427 Analog 16 Module 427 Analog Extensions 99 233 246 263 analog lines 396 Analog Phone 14 104 253 264 267 427 430 Analog Phone Ports 430 Analog Telephone Features 229 Analog Telephones 229 235 264 269 Analog Telephones POTS 228 Analog Trunk 16 port 292 Analog Trunk Module 97 Analog Trunk Module 16 97 Analog Trunk Ports 430 Analog Trunk Restriction 396 Analog Trunks 97 104 254 292 303 307 396 430 Analog digital 285 ANI 292 326 380 ANLG 99 Announcements ANSI T1 401 conform 292 ANSI T1 607 430 Answer Interval 255 Answered Calls 342 Anti Tromboning 299 AOC 265 292 APAC 152 178 230 235 Appearance 233 248 250 251 346 Appearance Buttons 250 251 appearance feature 113 206 Applicable 104 248 258 375 379 Application Level Gateway 294 Applications Platform 12 14 Applications Platform Features 12 ARP receiving 311 ARS 245 254 303 Assisted Transfer 357 382 Audio 97 148 149 150 182 246 269 270 286 288 357 380 395 430 Audio Codec 286 Audio CODECs 288 Audio Conferencing 395 Audio Volume 148 149 150 Audio waveform 380 Audiotex 357 Audit 287 415 AUDIX RFA 302 August 302 A
153. 1 Group 504 When Night Service is activated and a call comes in all extensions assigned to the Night Service Group ring immediately regardless of normal Line Ringing settings System Password Allows you to define a four digit password that users can enter from system telephones to override dialing restrictions if the extension has access to an outside line or turn Night Service on and off Not available on analog telephones Transfer Transfer Return You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the switchhook on a single line telephone Transferred calls return to the originating extension if they are not answered You also can program the number of times a transferred call rings before it returns to an extension Transfer Return to a Programmable Extension This feature provides an option to re route unanswered transferred calls to an alternate extension e Programmable on a per extension basis e The existing System Programming option Transfer Return Rings will be used to indicate when transferred calls are returned to the Transfer Return extension If a call is routed to a transfer return extension and there are no available intercom appearances to terminate the call the call will continue to alert at the transfer destination until the transfer return extension becomes available The default value for each transfer return extension is its own extension U
154. 13 External Mobility Mobility functions for employees are enabled only by the appropriate and applicable license The Mobile Worker and Power User licenses enable the use of the one X Mobile Preferred client Essential Edition licenses enable the use of one X Mobile Essential client for up to four Remote Worker seats customers that require more than four seats require an upgrade to Preferred Edition The former Mobile Twinning Mobility License will continue to work with all the features described below The mobility functions enabled by the user licenses defined above are Mobile Twinning and Mobile Call Control Each feature has to be enabled in IP Office Manager for the eligible users Mobile Twinning External Twinning A typical use for Mobile Twinning would be for a salesperson that has a desk extension but is often out of the office They only give out their office phone number to clients but the IP Office Mobile Twinning 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 Call Back To avoid any call charges when using a mobile cell phone the call back feature has been implemented When calling a particular number at the IP Office the IP Office will reject the call and will call back the mobile number if this number has been identified as an eligible one After acceptin
155. 13 AVAYA All rights reserved Page 129 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Power Options for IP Telephones Avaya supports the IEEE 802 3af standard for Power over Ethernet PoE on its range of IP telephones With Power over Ethernet both power and data are carried over one CAT 5 Ethernet cable Deploying IP telephones utilizing Power over Ethernet eliminates the need for local power supplies AC adapters and cables and allows power to be provided from the wiring closet switch room where it can be easily connected to a UPS system There are two power options in addition to IEEE Power over Ethernet available to customers to power their Avaya IP telephones e Avaya individual Power Supply for 1600 Series telephones The 1600 Series telephones have a special power connector to allow the connection of a cost efficient power supply These power supplies come in several versions for different countries and voltages e Avaya Power over Ethernet adapter for the 1603 phone The 1603 phone does not support Power over Ethernet natively A small adapter is needed The adapter will fit completely in the stand of the phone offering a cost efficient option of either using a power supply or a PoE adapter IP Telephone Power Consumption Measured in Watts using an IEEE 802 3af power supply at 48V This table shows the power consumption of the telephones currently shipping Older versions of telephones might have a different power require
156. 13 AVAYA All rights reserved Page 356 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e For upgraded systems no mode change i e IP Office mode e New installs in Partner Norstar and Quick modes Intuity mode e New installs in IP Office IP Office mode Call Screening When an incoming call arrives at your phone and is then directed to and answered by the voice mail system you automatically hear the caller on your phone speaker but the caller cannot hear you You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call Call Screening is supported on the following e IP500 IP500 V2 and IP Office on Linux platforms e Basic Essential and Preferred Editions centralized and distributed e Multi site networks e Internal calls targeting a user e DID calls targeting a user o T1 PRI E1 BRI SIP e Transferred calls targeting a user e Applies to some types of forwarded calls targeting a user o Forward On No Answer o Forward On Busy e Outside calls in Basic Mode where call is directed to voice mailbox of a line owner e Mobile twinning to MyBuddy smartphone application e Caveats o Does not apply to Hunt Group calls o Does not apply to Operator or Calling Group o Does not apply to page calls o Will apply to master in internal twinning and or to the sending deskphone as part of a mobile twinning relationship Note Call Screening is also supported by Voicemail Pro
157. 2 Feature Key Local 1306042072 Admmister Speed Dial Serial Number 006007053b42 000000000001 s E IP Address 192 168 1 25 Configure User Button Programming Sub Net Mask 255 255 255 0 Manage Hunt Groups System Locale United States US English Number assigned to first Extension 10 2 Administer Auto Attendant Number of Extensions on System 46 k Features Configured Setup Awghary Equipments 5 Dayfight Saving Enabled Update Trunk Configurations System Trunks per phones 2 Licenses installed Essential Edition Additions VoiceMail Ports 4 Software Upgrade 2 1 ETR Digital Extensions Connected 10 11 12 13 14 15 18 21 22 i Disallowed List Extensions Eee vor Emergency List Configured 911 z Si Extensions NOT Configured for VoiceMail 15 18 19 21 22 34 35 36 37 38 39 CECE f Extensions excluded from Directory Listing NONE Y a ii Te By using the system hyperlinks you are able to quickly and easily administer the PARTNER Mode system in a short time Further details can be found in the IP Office Norstar PARTNER Manager documentation guide posted on the Avaya Support website Product Description 2013 AVAYA All rights reserved Page 36 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Application Programming Interface TAPI Application Programming Interface TAPI allows new and existing server based applications from Avaya s Developer Connectio
158. 20 telephone numbers and or internal extension numbers that will ring at the users station when Do Not Disturb is activated Doorphones A doorphone is usually placed near an entrance to screen visitors You can connect up to two doorphones to the system Product Description 2013 AVAYA All rights reserved Page 44 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Emergency Phone Number List Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions provided they have access to an outside line Typical list entries include fire police and emergency services numbers Extension Hunt Groups Use this feature to assign any number of extensions to a Hunt Group When extensions are in a Hunt Group an incoming call searches or hunts for the longest idle extension that is available The system supports up to six Hunt Groups Extension Name Display The user name and extension number is displayed on the phone display External Hotline When a user lifts the handset of an external hotline a predetermined outside number is dialed automatically The external number might be for example a frequently called service bureau The external hotline must be a single line telephone not a system telephone and should not have a dial pad Fax Machine Extensions Allows you to connect your fax machine to your system allowing you to share network facilities F
159. 2012 12 53 00 Inbound i is a rw HG8601 00 00 11 Extn8602 00 00 08 New Call 000033 03 20 2012 12 53 00 Inbound 6133 1 3a 47 206 6200 A 68 177 HG8602 Extn8604 Transferred 000033 03 20 2012 12 53 00 Inbound 61 ee 47 206 6200 pees 177 HG8601 Extn8602 00 00 08 Connected 000033 Summary Customer Calls 5 Internal Calis 1 External Inbound Calls 4 Initiated Outbound Calis 0 Product Description 2013 AVAYA All rights reserved Page 407 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Call Summary Report Call Summary Report Report Type Target Name Supervisor Name Call Summary Report Queue Supervisor 1 03 20 2012 03 20 2012 00 00 23 59 Ungrouped cuo Answered Lost Calls Overflowed Overflowed Routed To No Answer Avg Answer Avg Answer Avg Abandon Grade Of Is Calls Answered Lost VoiceMail Timeout Time Time Time Service HG8601 4 4 0 0 0 0 1 100 00 10 0 100 00 HG8602 3 3 0 0 0 0 0 100 00 83 100 00 Customer Calls 5 Routed To VoiceMail 0 Grade of Service 100 00 Answered Calls 7 No Answer Timeout 1 Answer Threshold 600 Lost Calis 0 Average Answer Time 100 00 Lost Call Threshold 1 Overflowed Answered 0 Average Answer Time 9 3 Initiated Outbound Calls Overflowed Lost 0 Average Abandon Time Agent Time Card Report Agent Time Card Report 03 20 2012 03 20 2012 00 00 23 59 Report Type Target Name Supervisor Name Agent Time Card Agent Sup
160. 2013 AVAYA All rights reserved Page 427 Issue 27 01 0 Thursday September 26 2013 Telephone Extension Cable Lengths The following table details the maximum cable lengths supported for the telephone ranges These figures assume that standard twisted pair telephone cable or CAT5 network cable is used Unshielded Twisted Pair UTP 50nf Km Telephone AWG22 AWG24 AWG26 0 65mm 0 5mm 0 4mm NA 1600 8600 series NA determined by NA determined getermineg NA determinen 1400 Series 1200m 3937 1000m 3280 670m 2200 400m 1310 5400 Series 1200m 3937 1000m 3280 670m 2200 400m 1310 T3 Series UPN 1000m 3280 1000m 3280 400m 1310 Analog telephones 1000m 3280 1000m 3280 400m 1640 800m 2620 Heat Dissipation Note that the above numbers are for reference only For practical purposes for example the calculation of heat dissipation it is recommended to base environmental requirements for example air cooling or UPS ratings on the maximum input rating of the power supplies of the planned IP Office configuration as follows In order to calculate the maximum that is worst case amount of heat that can be generated by an IP Office system it is assumed that all input power is converted to heat whether from the PSU itself the system unit expansion module and or cabling Heat dissipation is normally measured in British Thermal Units BTU s A heat value expressed in Watts can be converted to BTU hr by multiplying
161. 229 241 242 245 246 257 265 306 309 342 352 375 382 Hold Call 241 265 342 Hold Call Waiting 241 Hold CW 265 Hold Music 241 265 Hook 260 264 Hook Dialing 260 Hot Desk 246 299 Hot Desking 246 Hours greeting 262 HP s Network Node Manager 418 HTTP 311 Hunt Group Broadcast Messages 376 hunt group call handling 256 Hunt Group call ringing 247 Hunt Group Calls 247 248 256 261 262 Hunt Group Disable 265 Hunt Group Enable 265 Hunt Group Enable Disable 245 Hunt Group exceed 263 HUNT GROUP EXTENSION 415 HUNT GROUP NAME 415 Hunt Group Recording 379 HuntGroup csv 415 Hybrid PBX 267 Hz 130 I I55 302 ICLID 292 Illuminated 3 line 180 Illuminated 5 line 181 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 455 Issue 27 01 0 Thursday September 26 2013 Index IM 326 Immediate Reboot 415 Inbound Call Handling 261 Incoming Call 244 261 292 310 326 342 355 357 379 Incoming Call Routes 244 261 355 357 379 incoming call scripting 326 indicating Talk 189 industry standard 302 Information Bulletin Boards 372 Information Protocol Routing 311 430 Information within Call Flows 372 Inhibits COLP 292 Inline Power 10 100 BaseT Switching Module 130 input rating power 427 In Queue Announcements 382 Insert 240 372 380 Installation Guide 189 Integral 10 100 Mbit Layer 308 Integral Static 11 IntegralT3 113 Integral T3 IP 113 Integrated H 323
162. 239 306 307 Remote Hot Desking 246 299 Remote Management 396 REN 430 Repeat Message 382 Replay 357 380 replay rights 380 Reply 356 368 375 382 requesting Gatekeeper 269 PIN 395 Rest 306 World 396 restricted allowed 311 Resume Call 265 Retrieve Call 265 Return On Investment 395 Rewind Message 382 RFA 302 RFC 288 430 Ringer 148 149 150 189 229 230 242 263 Ringer Equivalency 229 Ringer On Off 189 Ringing Patterns 229 Volume Control 229 RIP 11 311 430 RJ45 Ethernet 430 RMS 430 ROI 395 ROTARY 415 router alleviates 306 router firewall DHCP 13 Routing Information Protocol 311 430 RTP 286 294 430 RTP Payload DTMF Digits 430 RTP Relay 294 RTP Voice Data Payload 286 RTP RTCP 288 430 Ruggedized 185 186 188 235 Russian 357 373 RW 380 S S Message 353 SO 292 S0 Endpoint Call 292 S3210 302 Save Message 382 Save Profile 342 SBC 294 scalable 290 367 Scan 376 SCN 97 246 262 299 PSTN 254 303 Screen Pop 326 350 Screen Popping 240 SDP 430 Search 346 380 Secondary Dial Tone 245 265 secretary s 245 Securing L2TP 430 Security Architecture Internet Protocol 430 Self Administration 260 Send Email 382 418 Send Instant Messages 326 Separated incoming outgoing 326 Series 14 99 108 109 113 200 202 204 206 229 235 347 350 357 427 server PC s 427 servers provide 310 Service Packs 348 Service Provider conferencing compared 395 Product Description IP Office 9 0
163. 243 306 307 311 355 357 418 accessing 368 Copy 382 Forward 382 leading 367 reading 12 sends 380 subject 363 Voicemail 363 Email addresses 368 380 Email application 363 email inboxes 12 Email Notification 363 418 Email Reading 368 email reading checkbox 368 Email Systems 12 363 emails 357 363 368 e mails 297 Embedded Applications 148 149 150 200 202 204 Embedded Messaging 243 Embedded Messaging Card 418 Embedded Voice Memory 430 Embedded Voicemail 12 97 262 265 285 355 356 382 418 Enable ARS Form 265 Enable Internal Forward Busy 265 Enable Internal Forward Unconditional 265 Enable Internal Forwards 265 enabled disabled 245 Encapsulation 309 Frame Relay 288 encoding G711 185 187 Enlarged earpiece 186 Enterprise 182 284 367 395 ENTITY MIB 430 entry double 396 Entry level voicemail 356 EnumerateAddresses 352 Equisys 367 ERP 367 escalates doctor s mobile cell 376 ESP 430 ESP DES CBC Cipher Algorithm 430 Estimated Time Answer 382 ETA 382 Ethernet 11 97 108 130 148 149 150 178 182 200 202 204 206 267 294 306 308 Ethernet eliminates 130 Ethernet LAN 182 267 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 453 Issue 27 01 0 Thursday September 26 2013 Index Ethernet Ports 306 Ethernet Switch 11 306 308 EU24 109 204 206 Euro ISDN 104 148 149 150 200 202 204 294 Except 148 256 294 297 396
164. 3 AVAYA All rights reserved Page 236 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 13 compact uN e e For maximum cabling distances please refer to the IP Office Installation Manual Legacy Telephone Support The following telephones are not supported They may function but have not been tested with the current IP Office release Any faults reported following this release will not be fixed e 20DT Analog DECT used with IP Office Analog DECT and Compact DECT e TransTalk 9040 Product Description 2013 AVAYA All rights reserved Page 237 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 9 Features and Call Handling Product Description 2013 AVAYA All rights reserved Page 238 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9 Features and Call Handling IP Office provides a comprehensive telephony 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
165. 32 button modules supported on one IP Office system is 32 subject to the total system limits Note that the DBM32 can only be used with the Digital 1416 while the BM32 is for use with the 1616 IP phone Typical uses are e to provide additional lines for calls bridged from one or more other extensions e to provide abbreviated dialing buttons e to provide buttons to access additional switch features like call forwarding Please note that an external power supply is always needed for a DBM32 connected to a 1416 telephone and is needed when connecting more than one BM32 to a 1616 telephone Product Description 2013 AVAYA All rights reserved Page 147 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T3 Telephones The T3 range of digital UPN and IP telephones provide European style with context sensitive displays and are available in select European countries only While the digital version is currently available the IP version is no longer sold new We recommend to use the 9600 line IP telephones instead T3 Compact This telephone is best suited for the Walkup User It is available in Europe only Note that the T3 IP compact is no longer available for new sales Common Features Display 1 line with 24 characters alphanumerical plus one line of icons Fixed Feature Buttons 3 keys with printed text labels and 2 for Audio Volume control Programmable Feature Buttons 3 keys with indicators and printed text lab
166. 4 Trunk Interfaces 10 trunk lines 250 trunk providing 104 trunk extension 104 trunk VoIP 396 trunks VoIP 396 TTS 368 adds 373 TTS Licensing 373 TTY 357 TTY hearing 357 TUI 357 375 376 Tunneling Protocol 312 430 two base station 178 U UC Module 314 UK 357 373 UK20 430 unencrypted 310 Uni 99 Unified Communications Module 314 Universal PRI 104 Unlike circuit switched 267 unmaps 310 Unpark 265 352 Unpark Call 265 Unread User 342 unsecured 308 Unshielded Twisted Pair 427 Unstructured Private Circuit 297 Upgrade License 97 396 upgradeable 148 149 150 182 200 202 204 Upgradeable Firmware 148 149 150 200 202 204 Upgrade Kit 178 upgrade license 178 Upn 148 235 427 UPS 130 427 USA 430 USA Interfaces 430 use depending 104 Use mailing 382 user according type 347 user acquiring call 263 User CD Rom 350 user collecting 307 User Datagram Protocol Simple Traversal 430 user determines 250 user ensuring 235 user executing 263 User Interface 12 185 267 357 user interface offering 267 user making 256 user name 342 353 User Recording 379 user restricting 311 USER RIGHT 415 User Rights 253 415 Using Text To Speech UTP 427 V V 24 309 430 V 24 Interface 19 2Kbps 430 V 24N 28 430 V 32 104 307 V 35 297 306 309 430 V 90 307 V 90 56Kbps 307 V110 430 V120 430 V24 309 V35 309 V5 0 380 v90 11 VAC 130 VB 14 357 374 VB Scripts 14 357 374 VCM 10 97 99 148 178 247 285 2
167. 46 e Mobile Worker License 20 Users IPO R9 MOBILE WORKER 20 ADI LIC 275647 e Upgrade from Mobile Worker to Power User 5 users IPO R9 MBL TO PWR USER UPG 5 ADI LIC 275644 Power User This User Profile is targeted at key knowledge workers with the need for both Mobile Worker and Teleworker functionality A Power User license enables Flare and enables VoIP mode in one X Mobile Preferred The Power User license enables a user to use Avaya one X Portal for IP Office Avaya Softphone all Mobility features and Unified Messaging Service UMS The license instances are consumed for each user being configured e Power User License 1 User IPO R9 PWR USER 1 ADI LIC 275654 e Power User License 5 Users IPO R9 PWR USER 5 ADI LIC 275655 e Power User License 20 Users IPO R9 PWR USER 20 ADI LIC 275656 e Upgrade from Office Worker to Power User 5 users IPO R9 OFF WORKER TO PWR USER UPG 5 275651 e Upgrade from Mobile Worker to Power User 5 users IPO R9 MBL TO PWR USER UPG 5 ADI LIC 275644 Product Description 2013 AVAYA All rights reserved Page 442 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Other User Licenses In addition to the user profile licenses above the following individual user licenses are available Receptionist This User profile is targeted at operators receptionists and provides a visual PC interface for call handling and management for multiple sites Up to 4 Receptionist users are
168. 50 IP telephones and provides 24 additional programmable buttons to be configured as call appearances bridged appearances or feature keys maximum of three SBM24 modules are supported on a single phone e 24 programmable call appearance feature keys e Two backlight LCD screens for button labels Buttons automatically labeled from the system no paper labels e Connects directly to the associated phone e No separate power supply needed However using more than one button module changes the power class of the phone to Class 3 The total number of SBM24 button modules supported on one IP Office system is 42 subject to the total system limits A Button Module adapter Ferrite adapter is required when SBM24 button expansion module is used with the 9630G or 9640G IP telephones Product Description 2013 AVAYA All rights reserved Page 122 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 96x1 Series IP Telephones Besides significant quality improvements the latest 96x1 firmware provides support for the 9611G set on IP Office The build VPN Client of 96x1 phones is currently not supported with the IP Office This feature will be tested and released with a future IP Office release Avaya recommends use of the 9600 Series phones if a VPN Client is required For information about supported Bluetooth headsets please refer to the Avaya DevConnect website 9608 and 9611G IP Telephones These button orienta
169. 6 2013 Installation and Configuration For installation of Flare Communicator for Windows e Download and install the application from the Avaya support site at http support avaya com or e Configure the application settings by providing the IP Office 500v2 or IP Office on Linux IP address and port domain dialing rules optional enterprise directory settings optional on the Settings tab Operating System and Device Support Flare Communicator for Windows is supported on the following Windows operating systems e Microsoft Windows 7 Enterprise Edition e Microsoft Windows 7 Ultimate Edition e Microsoft Windows 7 Professional Edition e Microsoft Windows XP Home Edition 32 bit with Service Pack 3 or higher e Microsoft Windows XP Professional Edition 32 bit with Service Pack 3 or higher Flare Communicator for iPad Flare Communicator for iPad integrates voice presence IM directories into one unified offering for IP Office customers over Wi Fi or 3G cellular and VPN connections Atomas Flare Communicator for iPad brings enterprise communication capabilities to the iPad tablets for IP Office customers It is a software only solution that can be easily downloaded from the Apple App Store and is the first step in extending the Avaya Flare Experience to non Avaya devices With Flare Communicator IP Office customers can use iPad devices for e Easy ubiquitous access to the real time communications tools they rely
170. 6 2013 The support of nonce caching will speed authentication reduce network signaling traffic and improve the efficiency of message handling by IP Office All outgoing SIP requests may be authenticated by SIP network with the exception of Cancel method IP Office will now support additional levels of authentication by broadening the scope of message types to which the IP Office will respond All methods shall support presence of proxy authorization headers except Cancel RFC compliance At present Invite Re Invite Update and BYE shall support the presence of such headers Before the introduction of these changes IP Office did not support challenges for Update message Template support for new features included in SIP Trunk Each of the new Manager configuration settings have been added to SIP Line templates Product Description 2013 AVAYA All rights reserved Page 273 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SIP Endpoint Support Session Initiation Protocol SIP is an open signaling protocol for establishing any kind of real time communication session The communication session can involve voice video or instant messaging and can take place on one of many devices that people use for communicating laptop computer PDA cell phone IM client IP phone and so on SIP has been developed in the Internet Engineering Task Force IETF by common participation from various vendors including Avaya Ava
171. 620 5621 Up to 8 EU24s per system 24 buttons each max 196 buttons e SBM24 9630G 9640 9640G 9650 9650C Up to 42 SBM24 per system 24 buttons each up to 1008 buttons e T3 Series All T3 telephones Up to 30 T3 DSS modules supported 36 buttons each up to 1080 buttons T3 DSS buttons are not included in the overall system limit for additional button module buttons The IP500 Phone module is available in three versions giving either 16 or 30 extensions Refer to the following sections for information on the telephones supported on each module e DS16 DS30 t1 e DS16A DS30A e DS16B DS30B BEE See the Telephones Section 11 for specific limits on the number of each type of telephone supported on DS modules Product Description 2013 AVAYA All rights reserved Page 109 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 DS16 DS30 The DS16 DS30 modules support Avaya digital telephones only e DS16 provides additional 16 digital station ports e DS30 provides additional 30 digital station ports Telephones can be located up to 3280 feet 1km from the control unit For extensions located out of the building additional line protection will be needed For more information on cabling and out of building guidelines see the IP Office Installation Manual DS16A DS30A The DS16A DS30A modules support legacy BCM Norstar and M Series telephones DS16A DS30A modules do not support BCM Norstar ATA 2
172. 621G and 9641G which are both PoE Class 2 The 9641G is the first IP Deskphone that can provide Gigabit Ethernet a color screen AND a button module while consuming only PoE Class two power The 9621G and 9641G have a similar look and feel to the current 9600 Series models and include a dual position flip stand that positions the phone at approximately 20 in the low position or 60 in the upright position The high resolution touch screen displays are adjustable to 4 independent positions and both models support removable faceplates and have separate part numbers for versions without a faceplate The 9641G can be used with the BM 12 button module A maximum of three button modules can be connected at one time The 9621G does not support a button module The 9641G also includes a USB 2 0 interface Product Overview 9 Touch Screen Administrable buttons 3 ed 24 pages Display fixed Dual Position Stand Integrated Switch USB Interface NO ves 621G 24 Wideband Capability Handset headset speaker Handset headset speaker Applications Buttons Contacts Home History Contacts Home History Message Phone Forward Message Phone Forward Volume Mute Headset Volume Mute Headset Speaker Speaker Customizable Faceplate Bluetooth Interface Noes ae Maximum Button Modules 2 x 12 buttons Common Features Display o 9621 Color touch screen display 3 7 inches x 2 1 inches 9 5 cm x 5 4 cm Pro
173. 87 294 297 299 382 418 419 Virtual 267 284 297 309 395 Voicemail 382 Virtual Office 284 Visual Basic 352 357 374 382 Visual Basic Scripts 382 Visual Message Waiting Indication 230 12 373 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 465 Issue 27 01 0 Thursday September 26 2013 Index Visual Voice 243 356 357 382 Visual Voice NOT 243 VLAN 148 149 150 200 202 204 VM 255 Voice Call 261 286 302 Voice Communication Solution 10 Voice Communication Solution Features 10 Voice Compression 99 178 269 270 285 287 294 297 356 Voice Compression Module 297 Voice encoding 185 Voice encoding G711 187 Voice Forms Questionnaire Mailboxes 357 Voice Mail 7 180 181 255 342 376 Voice Messaging 10 Voice Networking 14 97 Voice Priority Processors 182 voice processing 350 Voice Recording 247 357 379 Voice Recording Library 380 voice samples telephone 285 voice traffic 182 285 287 307 VoiceDirector 292 Voicemail 12 14 24 97 202 204 233 239 242 243 245 246 247 248 250 251 253 256 262 263 265 270 290 299 302 307 326 342 352 353 355 367 368 369 370 371 372 373 374 376 377 379 380 382 395 396 415 418 419 427 alter 261 control 356 357 distribute 376 Email 363 Forwarding 357 363 Hunt Groups 382 Individual 382 Interaction 363 IP500 356 PC 356 routed 375 Virtual 382 Voicemail B
174. 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Legacy Card Carrier This card allows a variety of IP400 trunk or VCM cards to be used with the IP500 control unit The front of the card includes a number of panels that can be snapped off to match the ports available when an IP400 trunk card is fitted e This card does not accept any IP500 trunk cards e The IP500 control unit can accept up to 2 IP400 trunk or VCM cards by mounting each card on an IP500 Legacy Card Carrier e This card supports the following IP400 cards e PRITI e Dual PRI E1R2 RJ45 VCM8 e Dual PRI Ti e ANLG 4 UNI e VCM 16 e PRI 30 E1 1 4 e BRI 8 UNI e VCM 24 e Dual PRI E1 e VCM4 e VCM 30 e PRI 30 E1R2 RJ45 IP500 Trunk Cards IP500 trunk cards can be fitted to existing IP500 base cards to provide support for trunk ports The trunk card uses the ports provided on the base card for cable connection The addition of an IP500 trunk card is supported on IP500 Digital Station IP500 Analog Phone and IP500 VCM base cards They are not supported on the IP500 Legacy Card Carrier base card In systems with both Analog Phone 8 base cards and analog trunk cards combining the two types are recommended as it then provides analog power failure support for one trunk extension not applicable to the Analog Phone 2 base card Product Description 2013 AVAYA All rights reserved Page 104 IP Office 9 0 Issue 27 01 0 Thur
175. All rights reserved Page 359 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Voicemail in a Small Community Network SCN A single PC based 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 Centralized Voicemail and can reduce costs while facilitating communication between IP Office sites For resilience should the main site fail the Centralized Voicemail will automatically reconnect to an alternative IP Office site For voicemail connections from remote IP Office users in a SCN no multi site channels are needed IP Office Preferred Edition Voicemail Pro Resilience and Backup Customer service with uninterrupted access to the business is essential for customers who want to place orders for partners who want to negotiate an important contract and for employees who need access to their important messages 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 Voicemail Pro A 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
176. Answer Service of the voice messaging system after the specified number of rings factory setting is three rings Backup Failure Alarm When an Automatic Backup fails a Backup Failed message is displayed on Extension 10 and 11 Backup Programming Automatic The system does a nightly backup to the system SD card No manual intervention or external PC is required Backup Programming Manual The administrator may do a manual system programming backup to the system SD card via the TUI Bridging Joining Calls A user can bridge join on any active call by pressing the associated CO line button assuming Privacy is not active on the originating extension When a call is bridged the red and green LED s will alternate on all telephones which are bridged on the call Call Coverage This feature is used to redirect all Intercom Transferred DID and outside calls from a user s extension to another extension When Call Coverage is activated covered calls are routed to the covering extension after a specified number of rings Call Forwarding Internal The Call Forwarding provides a means of redirecting Intercom ICOM CO and Transfer calls from one extension to another specified extension Call Log Digital Sets Call Log is a fixed button on digital telephones and provides a visual record of calls made and received including unanswered calls Details are store for both users maximum 30 entries
177. Assignments Emergency Phone Number List Allowed Phone Number Lists W o v 7 lt Ma lt M 4 2 2 oO 3 v CE oO 2 M D g o a a a 2 9 a a un Allowed List Assignments orced Account Code List mn ickup Group Extensions alling Group Extensions Night Service Button Night Service Group Extensions Hunt Group Extensions VMS Hunt Schedule ax Machine Extensions Doorphone Extension 1 Doorphone Alert Extensions O eN a A A A Aa e A CRE a 2 ele s alzls sis SE J Lu v A D 3 9 I O a jo Z 5 5 3 D er D m o J x oO mn co a o o lt 2 5 3 v D 3 N Contact Closure Group 613 contact Closure Operation Type At oudspeaxer Paano ine __ 2728 _ System Reset Programming Saved 730 Remote Administration Password Centralized Telephone Programming Extensions 10 and 11 can program other extensions on the system from their telephones Product Description IP Office 9 0 2013 AVAYA All rights reserved Issue 27 01 0 Thursday September 26 2013 Page 37 System Features The system provides the majority of the feature set that is ideal for businesses A listing of the built in features is detailed below Feature descriptions can be found on the following pages TUI Feature Programming Codes if applicable are also provided
178. B D channels respectively o Single and Dual Universal PRI cards o IP500 Legacy Card Carrier this card allows up to two IP400 Trunk or VCM Cards to be used with the IP500 control unit o IP500 V2 2 Slots for SD cards System and optional System SD card is required for system operation as well as licensing of optional features and storage for embedded voicemail in Essential Edition o 9 pin RS232 DTE Port for maintenance o Support for up to 12 IP500 Expansion Modules e Phone modules 16 30 e Digital Station modules 16 30 supporting IP Office telephones with RJ45 connector e Digital Station modules 16A 30A supporting Nortel telephones with RJ21 connector IP500 V2 control unit only e Analog Trunk Module 16 e IP500 So8 module e IP400 expansion modules not WAN3 10 100 or Network Alchemy modules o External output socket supporting two relay on off switch ports e g for door entry systems Product Description 2013 AVAYA All rights reserved Page 97 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o Audio input port for external music on hold source o 48 Data channels o Up to 40 voicemail ports o Two 10 100 switched Ethernet ports Layer 3 Lad lots 1 2 3 4 okwi QG 1 2 ee acs Semed Opke SD ee TTE R5232 DTE Reset Expansion ports for Status LEDs Port switch Expansion Modules ead supply System SD card slot External LAN Ports i Optional SD card slot music on hold
179. Basic Edition e SSL VPN Automated On Boarding for the external Linux applications server used with IP Office In release 8 1 these servers required manual registration which added an extra step when completing the processes associated with establishing an IPOSS contract e Expanded use of the Network Address and Port Translation NAPT feature introduced in release 8 1 FP1 to work with the Linux servers thereby completing the solution coverage With NAPT support the SSL VPN tunnel can be enabled to remotely access LAN devices on the private side of the IP500 v2 or the Linux servers An SSL VPN tunnel configured to the IP Office can now be used to remotely manage devices such as the IP Office Unified Communication Module UCM the IP Office external UC applications server running Preferred Edition or Advanced Edition the Avaya Session Border Controller for Enterprise ASBCE and other LAN devices e Updates to the automated the inventory file created as part of the Automated On Boarding to include new hardware material codes introduced in this release This ensures the most accurate installed base information can be extracted from the IP Office Phone and Hardware Enhancements 96x1 H 323 Release 6 3 Phone Firmware IP Office Release 9 0 packages the 96x1 H 323 Release 6 3 phone firmware The following functionality is supported with IP Office Product Description 2013 AVAYA All rights reserved Page 20 IP Office 9 0 Issue 27 01 0
180. Break Out Dialing 246 Breakout 299 356 Reception 382 Breakout Dialing 299 BRI 97 104 108 250 290 292 430 BRIISDN 290 BRI S interfaces ISDN 108 BRI So8 97 BRI 4 97 BRI 8 97 99 Bridged Appearance 248 250 251 bridged appearance button matches 251 Bridged Appearance Buttons 250 251 Built in IP 297 business needs 253 business to business 306 Busy DND 342 Busy Lamp Field 257 299 326 342 Busy Lamp Field Panel 342 Busy On Held 265 Busy Subscriber Call Completion 292 Busy Engaged 375 buy lease 7 bypass DND 245 Bytes 286 C C3000 367 Cable 97 99 104 109 130 235 427 Cable Lengths 427 CALA 235 Call 148 255 261 304 306 311 350 380 413 Advice of charge during 292 Call Appearance 248 250 251 Call Appearance button 248 250 251 Call Appearance Feature 113 206 call arrives 342 Call Back Sender 382 Call Back When Free Call Barring 253 call billing 350 CallCenter 12 263 284 350 367 376 Call Completion Busy Subscriber 292 callcosting 253 Call Coverage 245 250 251 Call Coverage Buttons 250 251 Call Detail Records 413 Call Details 413 419 Call Details Panel 342 Call Duration 342 call flow programming interface 374 Call Flow Utilizing Database Actions 372 Call Flows 371 372 373 374 395 241 242 299 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 449 Issue 27 01 0 Thursday September 26 2013 Index Call Forwarding 10 24 239 255 371 Call H
181. Broadcast mode Messages are not stored in the hunt group mailbox Instead they are broadcast copied and forwarded to the individual mailboxes of the entire hunt group membership This lights the individual messages waiting light of each user of the hunt group until they access their mailbox Personal Distribution Lists Personal Distribution Lists are only available with Voicemail Pro when operating in INTUITY emulation mode The feature provides the ability for a user to distribute a voicemail message to a list of recipients simultaneously Lists can be configured by a voicemail box subscriber either through their voicemail box telephone user interface TUI The features available to a voicemail box subscriber include e Create up to 20 lists with 360 members per list e Mark a list as private or public Private lists cannot be accessed by any other voicemail subscriber Public lists can be used by other subscribers but cannot be edited e Public lists can be copied from one subscriber to another by adding the contents into a new list e Subscribers can Create new lists Scan contents of an existing list or Modify existing lists e List members can be added by using the station number or mailbox name names are not supported for Voicemail Pro Networked Messaging mailboxes e Lists can include voicemail boxes that exist on other Avaya voicemail systems that are available through Voicemail Pro Networked Messaging e Lists c
182. Built in Bluetooth adapter Embedded Applications o Centralized call log and contact application fully transparent between 9600 telephones 9500 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office o Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls o Access to company directory and Visual Voice applications on IP Office Upgradeable Firmware Yes Expansion Yes Support of up to 3 x BM12 button module 9641 only 2 x 12 buttons per module Color Gray Mounting Desk or wall mountable Adjustable Desk Stand Yes Reversible wedge stand for desktop or wall mount use and dual position flip stand IP Details Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit Power Class PoE Class IEEE 802 3af registers as class 2 device Codecs G 711 G 729a b ready for G Supported Standards including Quality of Service o TCP UDP RTP RTCP o RSVP o LLDP LLDP MED including VLAN assignment o ARP DNS o 802 1Q Layer 2 QoS o VLAN Separation o DiffServ Layer 3 QoS o Port Range Layer 4 QoS o 802 1X MD 5 Product Description 2013 AVAYA All rights reserved Page 127 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Two port full duplex 10 100 1000 BaseT Ethernet switch for PC pass through connection
183. Buttons Contacts Home History Contacts Home History Message Phone Message Phone Other Keys Volume Mute Headset Volume Mute Headset Speaker Speaker 5 Way Navigation Cluster Yes Yes Customizable Faceplate No No Maximum Button Modules none 3 2 x 12 Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office IP500 and IP500 V2 hardware only IP Office Communication Manager IP500 IP500 V2 DE s 1 S k Note a second version of these digital telephones is planned for launch with Communication manager at a later time Common Features e Display e 9508 White backlit graphical display 181 x 121 dots 8 rows x 32 characters e 9504 White backlit graphical display 181 x 56 dots 4 rows x 32 characters Fixed Feature Buttons 10 plus Four way navigation cluster button e Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED e Avaya Menu button browser options and settings access Telephony application button to return to main telephone screen e Contacts button history Call log button LED quick access voicemail Message button with LED and corner message indicator e Programmable Contextual buttons e 9508 24 in 3 switchable display pages of 8 matching the 8 physical display buttons All 8 buttons with Dual LED indicator e 9504 12 in 3 switchable display pages of 4
184. C is switched off when a call is received Call log entries can be added to the personal directory Avaya one X Portal for IP Office can display 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 Avaya one X Portal for IP Office local directory or speed dials Language 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 Centralized Personal Directory Feature 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 telephone or on a PC application The directory also gives a system wide list of frequently used numbers for speed dialing via Avaya one X Portal for IP Office 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 Avaya one X Portal for IP Office or on a display phone to speed dial this number Benefit e The user has a personal directory independent from the phone 1400 1600 9600
185. Call Walking attacks e GUI driven e Scalable to largest IP Office environments e A fraction of the overall solution cost Easily upgradable to the Avaya Session Border Controller for Advanced for future releases e VPN less SIP remote worker protection e Enhanced Toll Fraud and DoS protection The Avaya Session Border Controller for Enterprise will be included in the GSSCP reference architecture for IP Office as a recommended option to complement the base reference architecture where appropriate to the specific customer requirements For more information about Avaya s Session Border Controller for Enterprise please navigate to the following URLs e https enterpriseportal avaya com ptlWeb gs products P0996 Avaya SBCAE e https enterpriseportal avaya com ptlWeb gs products P0997 Avaya SBCE VoIP FAQ Network Requirements Quality of Service QoS is a measure of the performance of a network that reflects the availability of network service and the quality of network transmissions The term itself refers to a number of networking technologies and techniques and does not necessarily restrict itself to any single protocol or standard There are a number of measures that can be taken on the LAN and WAN to make them good enough to carry voice traffic Some of these are the implementation of standards based QoS protocols while are simply a matter of network architecture and good network management practices The term goo
186. CustomerHelp Calls in Queue 2 Recall Calls 0 Status Alarmed Product Description 2013 AVAYA All rights reserved Page 344 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Held Calls Panel The held call panel enables the operator to manage all calls held at the operator station These calls will appear as a list in panel The operator can perform the following the functions Answer the highlighted held call Answer the longest held call Conference held calls see conferencing section above or Transfer held call Anne Webb Betty Edmund 00 07 e BLF Panel Busy Lamp Field Panel The BLF panel displays icons to indicate the status of selected users Each icon provides information on individual users such as Unread User voicemail messages User status information for example Busy DND and Forwarded is indicated by the various icons used Up to 10 tabs with 100 icons on each tab are supported Exr207 Ext204 4 Ext208 2 Ext209 1 e Park Slot Panel The park slot panel can contain up to 16 system wide park slots with specific Park ID s for each slot e Call History SoftConsole s call history keeps a combined record of up to 100 incoming outgoing and missed calls while the application is active Double clicking any logged call dials that number fes Nambia sere Prom one og Date amp Time 206 Theresa Green Anne Webb 19 10 2006 15 12 01 210 Paul Jones Anne Webb 19 10 2006 15 12 24
187. DECT Handset This telephone is fully supported on the Avaya DECT R4 system Color display with Backlight and Icons Loudspeaker hands free Build in Bluetooth 2 0 supporting the headset profile While others standard compliant headsets should work Avaya has only tested a selected number See list of Headsets 17 Graphical user interface Four way navigation key 19 built in UI languages However in some languages menu items may appear in the English language Standby 80 hours Talk Time 10 hours under optimal conditions Ruggedness Shockproof certification IEC 60068 2 32 procedure 1 from 2 meters Operating temperature 10 C to 55 C Liquid and dust protected IP 65 Multi functional button alarm call answer call etc Text message support requires AIWS 30 messages sent received storable message length 160 characters Limitations due to power constraints for Intrinsically Safe handsets e Display brightness is lower e The keypad has no backlight for security reasons e The vibrator and sound are not activated simultaneously Ringing and vibration alternate e The ring signal beeper volume is slightly lower than 3740 e Loudspeaker volume is slightly lower than 3740 This handset is also GAP compatible It can therefore be used on other DECT systems including Avaya IP DECT However when in GAP mode the functionality is limited to standard call DECT roaming and handover Access to other features includi
188. Directory the matching directory name is shown instead of the number Where the TAPI service is used to link to database software on the user s 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 Call Screening Feature e The user has the capability to screen incoming calls while the phone is in an idle state and the user can listen to incoming calls transferred to voicemail Benefit e Screen for important calls and decide if you should answer the call or let it go to voice mail Description When an incoming call arrives at your phone and is then directed to and answered by the voice mail system you automatically hear the caller on your phone speaker but the caller cannot hear you You can decide whether to answer the call or drop from the call and let the voice mail system continue to
189. E1 channels The dual variant can support up to 48 T1 channels or 60 E1 channels e Support for ETR card e On each card 8 channels per interface are enabled by default This means that the single PRI has 8 channels enabled while the dual PRI has 8 channels enabled on each of the two circuits Further channels may be enabled by the purchase of additional licenses in 2 channel or 8 channel increments e The IP500 PRI trunk card works on any IP500 VCM or extension base card not the Legacy Card Carrier e Up to four Universal PRI cards can be installed in any combination in the IP500 or IP500 V2 control unit Diagnostics capabilities o Visual indicators to show service state o Physical test points to monitor traffic e These trunks support the mobility features of Mobile Call Control and one X Mobile client 248 Product Description 2013 AVAYA All rights reserved Page 107 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 External Expansion Modules Each of these modules may be used with the IP500 e IP500 Phone Expansion Module 108 Available in two variants for 16 or 30 analog extensions with calling line presentation e IP500 Digital Station Expansion Module 10 Available in three variants for 16 or 30 digital extensions e IP500 Analog Trunk 16 Expansion Module 11 US version only Provides 16 analog loop start or ground start trunks with power failover of two trunks IP500 Analog Phone
190. ECT extensions by operators or other extension users and DECT extension users may transfer callers to any other extension user e Hunt group compatibility Wireless handsets may be programmed as members of groups and answer calls in the same manner as any other extension within that group e Group working Wireless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group DECT handsets must NOT be configured into collective groups e Divert destination Users may initiate any or all diverts from an Avaya desk phone to a wireless handset e Twinning Twinning allows calls to a user main extension number to alert at both that extension and a secondary extension Though not restricted to DECT this feature is aimed primarily at users who have both a desk phone and a wireless extension Calls from the secondary twinned extension are presented as if from the user s main extension Presentation of call waiting and busy is based on whether either of the twinned extensions is in use IP DECT Capacities Feature IP DECT Maximum handsets Maximum base stations Product Description 2013 AVAYA All rights reserved Page 178 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Total base stations repeaters Maximum simultaneous calls May be limited by the available VCM voice compression channels for calls to non IP destinations Product Description 2013 AVAYA
191. Enter name or number Hei Less Enter a subject for the call Enter account code 1 2 3 4 Ivan Igor 650 tear lvan Pre meeting call 00 00 13 a Desktop PC Telephony Controls Avaya one X Portal for IP Office has telephony buttons in the call gadget that activate standard telephone functions such as Answer Drop Hold Retrieve Record Mute 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 Avaya one X Portal for IP Office users can also select an option to enter Touch Tones DTMF digits in an active call 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 SoftConsole or a desktop phone The call park slot names can be configured by the user Conferencing Controls Avaya one X Portal for IP Office allows the setting up of an ad hoc conference call from calls on hold and or the directory or a me
192. Euro versions of PARTNER ACS telephones the 1400 Series digital telephones the current 3920 and 3910 wireless products as well as most analog devices fax wireless headsets analog telephones The original MLS Series telephones and older wireless telephones are not supported PARTNER Mode also supports a new line of Avaya digital telephones the 9500 Series telephones and supports the Nortel T Series and M Series digital telephones PARTNER Mode includes Embedded Voicemail providing a 2 port Automated Attendant upgradeable to 6 ports and voice mail coverage activated for all telephones The Embedded Voicemail offers a variable number of hours of storage e 2 ports 15 hours of storage e 4 ports 20 hours of storage e 6 ports 25 hours of storage System Capacities PARTNER Mode supports larger telephone and trunk capacity as follows may not be attained simultaneously 100 Telephones 64 Trunks e Up to 100 digital telephones e Up to 32 analog CO lines 1400 Series 9500 Series T series and M Series telephones 1 PRI T1 24 lines e Up to 100 analog telephones e Upto 20 SIP lines e Up to 18 PARTNER ETR telephones e can support up to 72 trunks but not simultaneously additional non ETR telephones can be added total to reach system capacity IP Office Basic Edition Mu Law When the IP500 V2 containing a IP Office Mu Law SD card is first started it will boot up as Basic Edition which has the same look and feel as PAR
193. Expansion Module The IP500 module provides additional analog telephone interfaces e Two Wire e DTMF signaling No rotary or Loop Disconnect e Time Break Recall No Earth Recall e Message Waiting Indication MWI capable High Voltage Pulsed High Voltage Line Reversal IP Office Phone Modules provide support for a variety of analog MWI methods These methods are 51V Stepped 81V 101V and Line Reversal Each analog port can support a device of maximum 1 REN On analog ports call information is sent while the phone is ringing and cannot be updated during a call or set on an outbound call the phone may do a local match but this is not controlled by the IP Office The primary purpose of displays is to give information about incoming calls Where the Caller Display standard chosen supports the delivery of text extension name as well as the number both are delivered An analog extension port can be set for external Paging operation It does not operate like a normal extension and is connected to external equipment through an isolation device The Port will always be busy so it cannot be called directly and can only be accessed by using a paging feature When not receiving a Page the port will remain silent When being paged the page tone is sent before the speech path is opened Product Description 2013 AVAYA All rights reserved Page 108 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Digital Station Mo
194. Features can be assigned to the line feature key of the telephone for easy and quick one touch selection of the functionality giving users of other Avaya telephones a consistent user interface In addition the features can be accessed through a menu allowing quick access to seldom used features or even functionality that is not administered to a key Similar to menus found on mobile and smartphones this intuitive self service access frees the user from limits imposed by the number of keys on a telephone and allows access to the vast functionality of IP Office The status indication presents a clear view of important call settings like call forwarding numbers Visual Voice gives menu access to the voicemail messages received by a user for quick retrieval of the most critical information Personal and centralized directory access makes calling a breeze A centralized call log allows one touch call back of missed calls and is fully synchronized with other Avaya IP telephones or the one X Portal application Full user mobility between different 9600 telephones 1600 telephones and 1400 digital telephones support hotdesking and user mobility between different telephones with access to all the features found on the home phone Customers are becoming more aware of the need to conserve energy due to costs and environmental considerations The 9600 Series telephones have best in class power performance with the 9620L meeting PoE Class 1 an
195. For standards based directory synchronization with Avaya one X Portal for IP Office Product Description 2013 AVAYA All rights reserved Page 11 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Applications Platform Features IP Office provides big business benefits and enhanced productivity for small and mid size businesses with a full complement of sophisticated applications IP Office provides a number of free applications e g Microsoft TAPI service These applications can be upgraded to provide enhanced functionality through the purchase of license keys The complete list of applications are e Receptionist Operator SoftConsole A graphical User Interface GUI for attendants on their PC desktop for call handling Works with a telephone and is an easy way to learn and use sophisticated tools in a comfortable environment e Avaya one X Portal for IP Office A powerful client server web application that allows the user to control and manage phone calls from a web browser with the standard LDAP protocol for connectivity to external directories e Open CTI interfaces IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook Sophisticated custom applications can be rapidly developed and deployed with our full software development kit e Voicemail Callers can always be answered with a personal voicemail greeting before a message is taken and message
196. I compliant application on their PC 34 Party mode requires licenses and allows a TAPI application to control calls for any users on the IP Office e CTI Link Pro License IPO R9 CTI ADI LIC 275624 This license allows the IP Office TAPI software to be run in 3rd party mode A license is required for each server configured to run the IP Office TAPI software in 3rd party mode e WAVE User License IPO R9 TAPI WAV RFA 4 ADI LIC 275664 Applications accessing the IP Office TAPI software in 3rd party mode can also be used to stream WAV files to users This license allows streaming to up to 4 users at any time Multiple licenses can be combined for a higher number of users up to a maximum of 40 Outbound Contact Express Enables the deployment of IP Office in an Outbound Contact Express deployment Outbound Contact Express License lt material code gt If no license is present e IP Office denies any connection from the PC Dialer and the Web Agent e VM Pro cannot be set as a standalone application on the Secondary Server e The System Dialer tab is not displayed Product Description 2013 AVAYA All rights reserved Page 444 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Trial Licenses e Essential Edition IPO R9 ESNTL ED TRIAL ADI LIC 275684 e Preferred Edition IPO R9 PREFRD VM PRO TRIAL ADI LIC 275652 e Advanced Edition IPO R9 ADV ED TRIAL ADI LIC 275678 e Power User 5 Users IPO R9 PWR USER 5 TRIAL
197. ICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Avaya grants you a license within the scope of the license types described below with the exception of Heritage Nortel Software for which the scope of the license is detailed below Where the order documentation does not expressly identify a license type the applicable license will be a Designated System License The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a soft
198. IP Office 9 0 Product Description i 15 601041 Issue 27 01 0 Thursday September 26 2013 12 22 PM 2013 AVAYA All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation prov
199. IP Phone 1230 The extra keys can be used for additional line appearances or to add often used features for quicker access The keys can also be programmed as auto dialers for one touch calling and will provide busy lamp field indication for users on the BCM system This allows these telephones to better serve the needs of attendant and receptionist functions and increase productivity for any user Key features include e LCD Expansion Module for the IP Phone 1200 Series offers 12 keys per module cascadable to 7 LCD KEMs on an IP Phone 1220 or 1230 Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 215 Issue 27 01 0 Thursday September 26 2013 e LED Paper Label Module for the IP Phone 1200 Series offers 18 keys per module with LED indicators for line status and an easy to use paper labeling system cascadable to 2 LED Paper Label KEMs on an IP Phone 1220 or 1230 Product Description 2013 AVAYA All rights reserved Page 216 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 BST T7000 and M7000 Series Digital Deskphones Business Series Terminals offer a feature rich portfolio with enhanced capabilities that provide telephony solutions for a broad landscape of users from high volume call positions and executives to low intensive users and small workgroups The Business Series Terminals were originally positioned for deployment on two system platforms from the Nortel Heritage No
200. Incoming 2205 Parties 28 04 09 00 37 53 00 05 2205 Extn2205 2207 Extn2207 Outgoing 2207 C alo o Length Target Number Call Set SEARCH For a single IP Office Contact Recorder is enabled by the Advanced Edition license Note For Contact Recorder to work for remote nodes across a Multi Site Network there needs to be an Advanced Edition license present on each node This is in addition to the Voice Networking license required for Multi Site Network Centralized Messaging with Avaya Communication Manager Where IP Office is deployed in an Avaya Communication Manager ACM Environment it may be desirable to use one centrally managed voicemail system Modular Messaging to provide voicemail services to IP Office users IP Office can be configured to use a Modular Messaging system over a remote connection such that all messaging calls divert to this location and message waiting indications are provided from the remote location and are displayed correctly on IP Office extensions Connectivity must be either an E1 or T1 circuit or an IP trunk running QSIG services In addition to the IP Office license Key Centralized VM with ACM RFA that enables this service further license keys may be required on the ACM system Voicemail Feature Comparison Platform Support IP Office Preferred Edition IP Office Essential Edition Voicemail Pro Embedded Voicemail IP500 V2 Yes Yes IP500 Yes Yes Capacities Voicemail IP O
201. L Noanswer y7 7 1 7 7 v Outbound Calls External 7 v Overflowed Answered Y 7 74 Overflowed Calis 7 7 74 v Overflowed Calis Waiting V 7 lt 7 v Overflowed Lot 7 7 74 v Presented Calls 7 7 7 74 v Queue state 7 m Queue State Time 7 RoutedtoOther 7 7 74 4 v Routed to Voicemail 7 7 7 74 Talk Average Talk inbound 47 7 7 74 xv Talk Inbound Average 4 7 7v 74 Talk Intern 7 7 7 7 XxX Talk Outbound 7 7 4 4 v Talk Outbound Average Y 7 7 4 Taktotal v Transferred MY YM MY v 1 With statistics that support both internal and or external calls the selection of which call types are reported is selectable through the statistic s settings lt gt 1 99 gt 1 999 Le lt gt 1 999 gt 1 999 lt 100 vi gt 1 60 gt 1 60 gt 1 150 gt 1 99 gt 1 60 lt S SISS A A kad bdi kadi bad KOA baad bad baad bad bad bad EGA kad lo gt 1 99 gt 1 60 gt 1 99 gt 1 99 gt 1 99 gt 1 99 gt 1 9 gt 1 99 gt 1 99 gt 1 99 gt 1 99 S lt Le SIS lt 600 2 gt 1 99 gt 1 99 gt 1 60 V Ha a o x XXX x X QS 2 For Agent State Queue Time and Queue State Time separate ti
202. L PPP 309 430 MM 415 mm inches 427 Mobile Twinned Call Pickup 265 Mobile Twinning 14 97 265 371 mobile cell 248 255 256 357 363 376 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 458 Issue 27 01 0 Thursday September 26 2013 Index Mobile Cell Phone 248 255 256 357 363 Mobility 24 152 178 182 189 239 246 Mobility Solutions 152 Modify 376 Modify existing lists 376 Modular 97 355 382 Modular Messaging 382 Modular Messaging Voicemail 355 Monitor 104 246 260 263 292 326 346 350 351 379 380 396 413 417 418 419 Monitor Calls 263 Most Avaya 257 MP 430 MPPC 430 MSDE 380 MSP 350 Multiclass 288 Multi Class Extension Multi Link PPP 430 Multiclass Extensions Multilink PPP 288 Multi Level Tree Structure 382 Multi Link 309 430 Multilink PPP Multiclass Extensions 288 multiple incoming 250 Multiple Mailboxes Forward 382 Multiple Subscriber Number 292 Multiple Time Entries 262 multipoint 269 point 292 Multipoint Connection Units 269 MultiVantage 302 Mute 180 181 200 202 204 229 230 257 MWI 242 N NA 152 NAME 415 Calling 342 NAT 11 297 310 430 discover 294 Netgear 284 Network Address Translation 11 297 310 430 Network Address Translators 430 network addresses 11 297 310 430 Network Alchemy 97 Network Assessment 287 network called Public Switched 267 network comprising 311 Network Manager 418 Network Manager a
203. Link 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 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 are 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 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 real time 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 accounti
204. M7000 Series Digital Telephone sets The following M7000 Series are supported Avaya M7000 Series Digital Deskphones a aE M7310 global BLF module Only the Global version of the M7000 Series will be supported on the IP Office The Non Global version also called NA version of the M7000 Series set is not supported on the IP Office The Non Global versions were available from the late 1980s to the early 1990s and only sold in North America The Global version was available in all regions including NA as of the Early Mid 1990s until the End of Sale of the M7000 Series sets The Global and Non Global sets can best be identified through their contrast level e Global version 9 Contrast Levels e Non Global version 4 Contrast Levels Avaya recommends that Avaya partners make the end customers aware that the M7000 have reached the End of Life status and hence technical support for them is limited Message Waiting Indication MWI for M7000 Series set on IP Office The M7000 Series Sets have no designated MWI Light but users have two options to receive MWI on these sets on the IP Office e Indicator Button programmed with F65 or F981 Indicator lamp will lit when a new VM is available This option is not available for the M7100 Set since it has no programmable indicator button e Voicemail Ringback Feature when enabled the IP Office will ring the set once set is active again lift handset or call placed to notify about the available
205. Media is a VoIP concept that circumvents resources TDM bus Gateway within the system and improves the voice quality If two IP devices are connected on the same system a direct LAN connection between them will be established once the call has been set up as long as they use the same Codecs Direct media is supported between Avaya IP telephones and SIP telephones It is possible for an IP device to be physically located at one site while being registered at a different site In this case even for VoIP across the WAN the VCM would not be used as long as the two IP devices involved in a phone call are registered on the same system Bandwidth Required For Each Voice Call The bandwidth used varies depending on the compression method chosen IP Office supports standards listed below These will occupy approximately 10K and 13K of bandwidth respectively Use the following chart to choose the most appropriate compression algorithm for your available bandwidth Packets Algorithmi Audio Codec RTP Voice r LAN Overhead WAN Overhead c Delay Data Payload P bps LAN bps WAN milli Second seconds G 723 1 6 3K 24 Bytes 33 33 20 800 225 9 867 54 80 G 729a 20 Bytes 50 29 600 270 13 200 65 40 G 711 64K 160 Bytes 50 85 600 34 69 200 8 20 G 722 64K 160 Bytes 50 85 600 34 69 200 8 20 Typical Bandwidth Required For Video Calls This is for Video transmit only To the Video part the audio channel needs to be added e
206. N 7 firewalled 306 firewalled Layer 306 firewalls 311 Firstly TTS 368 Fixed Feature Buttons 148 149 150 200 202 204 Flash Hook 265 Flash Memory 356 Flow Control 148 149 150 200 202 204 287 Follow Me 248 255 256 265 352 357 371 Follow Me Here 265 Force login 352 Forced Account Code set 253 Forward All 257 351 Forward All Calls 351 Forward Busy 255 Forward Emails External Systems 382 Forward Hunt Group 256 265 352 Forward Hunt Group Calls Off 265 Forward Hunt Group Calls On 265 Forward Message 382 Forward No Answer 255 263 Forward Number 265 352 Forward on Busy 250 255 256 265 351 352 Forward On Busy Number 265 352 Forward On Busy Off 265 Forward On Busy On 265 Forward on No Answer 244 255 265 351 352 Forward On No Answer Off 265 Forward On No Answer On 265 Forward Unconditional 255 256 265 352 Forward Unconditional Off 265 Forward Unconditional On 265 Forward voicemails 302 Forwarding 256 342 Email 382 Multiple 382 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 454 Issue 27 01 0 Thursday September 26 2013 Index Forwarding 256 342 Multiple Mailboxes 382 voicemail 357 363 Forwarding except 256 FRAD 297 frame instructs 287 Frame Relay 285 306 307 309 357 430 Encapsulation 288 framed 297 Frame Relay Assembler Disassembler IP Office employs 297 Frame Relay Encapsulation 430 Frame Relay s PVCs 297 framed 285 287 288 306
207. Office oj Extn401 401 Available Help Logout AVAYA Main Mio a Enter name or number E More amp Personal BB system Be External Search All SSS Se 6 Aj all Sales Team Add group th 1 2 3 4 Q Enter ana amp x 4550 Taena Atres ra t Gie QE 00 00 14 Q Etre 14 4 Page of1 gt pl Displaying 1 to 3 of 3 EJ Messages 2 new m _ Call Log m E Phone EN Enter name or number All amp Incoming Outgoing 4 Missed State From Time Length Type From Time Length Calls Ei 301 301 Sesh ZS WS dt Exn203 209 26 Jun24908PM 0s 2 amp pay ot Ob hep Oeste ngs o Exn205 209 28 Jun 249 18PM_ Os 1 an Mes heb Qata ig Lo extn201 201 06 Jul 3 41 49 PM 8s 1 a su INES UL ps ft Extn402 402 06 Jul 8 48 33 PM am 1 313 21 Jan 07 10pm 11s Clear Log World Clock amp Agent Control al onex KD P 4 CA appications World Clock Agent Control Appearance Product Description 2013 AVAYA All rights reserved Page 319 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Calls Gadget Caller ID Name Presentation 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 B cals
208. 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 A Backup Voicemail Pro server offers additional comprehensive functionalities to keep the business communication up and running A Backup 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 Voicemail Pro system The Backup Voicemail Pro server can act in different scenarios e One IP Office one Primary Voicemail Pro server and one Backup 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 Voicemail Pro server and a Backup IP Office with a Backup Voicemail Pro server at a second location e A Multi Site Network with a Centralized Voicemail Pro server connected to an IP Office at one site and a networked IP Office with a Backup Voicemail Pro server There might also be additional IP Office and Distributed VoiceMail systems within that Multi Site Network The diagram illustrates the second scenario Trunk Lines Trunk Lines Primary en A Backup Backup VoiceMail Pro IP Office VoiceMail Pro 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
209. Office would work fine by just configuring the basic parameters and does not need the administrator to ensure any Advanced configuration parameters The Basic user screens provide a quick view and detail view for users For more sophisticated use of the system the administrator can then go to the Advanced screen by clicking the Advance button at the bottom of the user screen Incoming Call Management The incoming call management tab includes Groups Auto Attendant and DND Exception List Outgoing Call Management The outgoing call management tab includes Speed Dial Calling List and Alternate Route Selection System The System tab includes Switch Trunks Backup and Update Auxiliary Equipment and User Preferences Monitoring The monitoring tab includes four menu items System Status Faults and Alarms System Logs and Audit Trails The System Status application is directly launched as an applet Applications The Applications tab includes Voicemail configuration Product Description 2013 AVAYA All rights reserved Page 415 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 Search A system level search functionality is available as pa
210. P500 V2 RTP relay 120 VCM transcoding channels DL360 256 VCM transcoding channels Dell R210 128 VCM transcoding channels IP500 V2 148 Ww os Maximum Hunt Groups Hunt Group size Total Hunt Group members Conferencing Conferencing channels DL360 Conferencing channels Dell R210 Conferencing channels IP500 V2 Maximum Conferences DL360 Maximum Conferences Dell R210 Maximum Conferences IP500 V2 Maximum conference size Linux Maximum conference size IP500 V2 Paging group size DL360 Paging group size Dell R210 Paging group size IP500 V2 Messaging Mailboxes Voicemail Auto Attendants channels DL360 Voicemail Auto Attendants channels Dell R210 N ul Total 150 85 per DL360 42 per R210 42 per IP500 V2 Maximum Recording VRLA channel capacity Message store capacity hrs Product Description 2013 AVAYA All rights reserved Page 90 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Capacity Single mailbox max capacity mins i z i System directory capacity 5000 entries EE DHCP server pools IP500 V2 HTTP phone server clients DL360 Product Description 2013 AVAYA All rights reserved Page 91 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Capacity Phone upgrade performance IP500 V2 Server Edition Resiliency IP Office resiliency can be divided into three distinct categories Note The Primary an
211. PRI E1 30 lines e Up to 20 SIP lines IP Office Basic Edition A Law When the IP500 V2 containing a IP Office A Law SD card is first started it will boot up as Basic Edition which has the same look and feel as Norstar Mode e g out of the box operations two intercom buttons key system functionality voice mailboxes on all telephones TUI programming support etc Basic Edition makes starting and using the system quick and easy Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use Manager to change mode from Basic Edition to Essential Edition Once the system reboots it re starts as Essential Edition Product Description 2013 AVAYA All rights reserved Page 55 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Programming System programming is accomplished in two ways e Telephone User Interface TUI from extension 10 or extension 11 and uses the same administration codes as the Norstar system e Web Manager GUI IP Office Web Manager is a new browser based management tool replacing Simplified Manager designed 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 Types to Senet Win retri
212. Page 426 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 24 Technical Specifications PC requirements and specifications of the various IP Office applications can be found in a separate document in the IP Office section of support avaya com Dimensions IP500 and IP500 V2 445mmm 17 5 73mm 2 9 365mm 14 4 e The recommended minimum clearance front and rear for the connection of cables and other devices is 75mm 3 Weight IP500 Control Unit 3 2Kg 7 0lbs IP500 V2 Control Unit 3 2Kg 7 0lbs IP412 Control Unit 3 0Kg 6 7 bs Analog 16 Module 2 9Kg 6 5Ibs DS16 Module 3 0Kg 6 71bs DS30 Module 3 5Kg 7 8lbs DS16A Module 3 0Kg 6 71bs DS30A Module 3 5Kg 7 8lbs DS16B Module 3 0Kg 6 7 bs DS30B Module 3 5Kg 7 8lbs TCM8 0 4Kg 0 9Ibs WAN3 Module 2 8Kg 6 3lbs So8 Module 2 8Kg 6 31bs Phone 8 Module 2 8Kg 6 31bs Phone 16 Module 2 9Kg 6 51bs Phone 30 Module 3 1Kg 6 94lbs Environmental e 0 C to 40 C 32 F to 104 F 95 relative humidity non condensing Call Capacity Busy Hour Call Complete BHCC is a measure used to test IP Office systems under a high call load For BHCC tests each incoming call rings for 5 seconds is answered and stays connected for 6 seconds The BHCC figures for the different IP Office control units are listed below Note that in some cases the BHCC figure achievable will be limited by the number of incoming trunks supported e IP500 36000 e IP500 V2 36000 IP Office 9 0 Product Description
213. Panel Held Calls Extn201 1 Extn202 1 BLF Panel Status Bar Connected Profile 209 Missed Calls 37 eg New Messages 2 SoftConsole has been designed to be easy to use while offering a look and feel which will appeal to experienced and novice operators alike Product Description 2013 AVAYA All rights reserved Page 342 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The SoftConsole screen is divided into the following areas e Main Menu Bar eee LEUR EEE Commands and actions are available through menus Some features can only be used when the right conditions If they are not available the feature will be grayed out until conditions change that allow the feature to be used The following features are available on the tool bar e Login e Hang up e Save Profile e Page e New call e Record call e Answer call e Compact view e Hold call e Dial Pad e Transfer call e Access conference room 1 e Transfer complete e Access conference room 2 e Reattempt transfer e Options e Conference Call Details Panel Call Information Calling Name Betty Edmunds Calling Number 204 Called Name Anne Webb Called Number 209 Call Status Alerting Incoming Duration 00 02 The call details panel on the left shows details of the current call which will include the following information e Calling Name e Call Status The system directory name associated with the calling State
214. Pause Recording feature is available with both Centralized and Distributed Preferred Edition Product Description 2013 AVAYA All rights reserved Page 379 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Call Screening When an incoming call arrives at your phone and is then directed to and answered by the voice mail system you automatically hear the caller on your phone speaker the caller cannot hear you You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call Call Screening is supported on the following e IP500 IP500 V2 and IP Office on Linux platforms e Basic Essential and Preferred Editions centralized and distributed e Multi site networks e Internal calls targeting a user e DID calls targeting a user o T1 PRI E1 BRI SIP e Transferred calls targeting a user e Applies to some types of forwarded calls targeting a user o Forward On No Answer o Forward On Busy e Outside calls in Basic Mode where call is directed to voice mailbox of a line owner e Mobile twinning to MyBuddy smartphone application e Caveats o Does not apply to Hunt Group calls o Does not apply to Operator or Calling Group o Does not apply to page calls o Will apply to master in internal twinning and or to the sending deskphone as part of a mobile twinning relationship IP Office Contact Recorder The standard call recording facilities provided with IP Office and Voi
215. PoE Class 2 Codecs audio G 711 G 729a b G 726 Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control Ready for future support of G 722 wideband codec QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation Support of optional Gigabit Ethernet Adapter 9620L external 9620C integrated adapter using adapter interface Product Description 2013 AVAYA All rights reserved Page 117 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9630G 9640 9640G Telephones Smart sleek stylish and highly functional the Avaya 9640 IP Telephone is designed for the Essential user those for whom the telephone is essential in order to perform their jobs Workers who conduct much of their business on the phone moving from one call to the next The Avaya 9630 9640 delivers advanced communications capabilities high definition audio a brilliant high resolution pixel based color display on the 9640 an integrated WML application interface one touch access to Avaya IP Office mobility or forwarding features in a solution designed for those who are absolutely dependent on voice communications for their business operations With built in Gigabit Ethernet on the 9630G and 9640G these telephones
216. Port Selection DiffServ and 802 1p q VLAN e SNMP Support Yes e IP Address Assignment Static or dynamic IP address assignment e Ethernet Ports 1603 Single Ethernet 10 100 line interface Support of optional Gigabit Ethernet Adapter e Ethernet Ports 1603 SW Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation Support of optional Gigabit Ethernet Adapter e Well suited for everyday use where typically smaller sized data files transferred web email file attachments or less demanding data transfer application usage thus less sensitive to data transfer completion times e For highly demanding data traffic processing with large amounts of small packets we recommend the 1616 phone for full speed data throughput Language Support e 1403 1603 Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and four of the other languages at once in the phone Product Description 2013 AVAYA All rights reserved Page 142 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1608 IP Telephones and 1408 Digital Telephones This telephone is best suited for the Everyday user Communication eee 1608 L 1608 1 v R5 and ss p 1408 4 in Tae On the 1600 line only the 1608 I version with improved display is available today The Avaya 1408 1608 supports 8 line appearances feature
217. Private CallOn 265 Private Circuit Switched 291 Private Circuit Switched Voice Networking 291 Private Networking 302 Private Voice Networks Pro 12 233 363 396 upgrades 14 Pro provides 12 Product 7 230 263 265 284 302 348 350 351 367 receiving 7 time during 14 product configuration documents 265 Product Configurations 265 Product Description 263 Operating System 348 Professional Edition 14 396 Standard Edition 97 upgrade 97 prompting PIN 355 Voicemail Pro 370 Protocol Applicability Statement 430 protocol passing 311 Protocols 104 178 182 267 269 270 285 288 297 302 309 311 367 417 430 protocols including 311 Proxy Address Resolution Protocol 311 PSK 185 PSTN 250 285 287 IP Office connects 267 SCN 254 303 PSU 427 PTT 186 Public 7 11 104 242 253 254 262 267 269 284 287 290 292 297 308 310 312 357 376 430 Public Network 253 254 269 297 Public Switched 287 network called 267 Public Switched Telephone Network 287 called 267 104 290 Public Voice Networking 292 Pulse 247 292 Push 233 push to talk 182 Put_EventFilter 352 PVCs 297 309 Q Q 931 288 292 297 298 Q 931 signaling 292 QoS 10 148 149 150 182 200 202 204 285 287 297 419 QoS Options 148 149 150 200 202 204 QoS Class Service 287 QSIG 10 250 292 299 302 following 291 limit 97 running 382 terminates 291 QSIG Networking 10 QSIG provides level 291 QSIG signalin
218. Rate 292 ISDN PRI 261 ITAddress 352 ITU T Recommendation E 164 430 IVR 7 12 357 372 382 providing 374 j Japanese 357 373 Juniper 284 K Kbps 299 Kentrox 284 Key Management Protocol 430 Key System 267 Keyboard Actions 346 Keyboard Mapping 346 a De L2TP Securing 430 Lamp Operation 250 Language 180 181 244 258 351 355 356 357 368 370 373 415 language depending 355 Lanyard 182 185 Last Number Redial Latin 357 373 Latin American 357 230 265 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 457 Issue 27 01 0 Thursday September 26 2013 Index launch 419 Layer Two 430 Layer Two Tunneling Protocol 430 LCD 189 230 243 LCP 310 430 LCR 303 Existing 254 LCS 326 LDAP 11 311 leading email 367 Leased Line 11 291 306 309 types 309 Leased Line Support 309 Least Cost 253 254 262 290 Existing 303 Least Cost Routes 253 262 Least Cost Routing 254 Existing 303 LED 130 148 149 150 230 Legacy Card Carrier 97 104 License Key 14 312 350 356 368 372 License csv 415 LIFO FIFO 382 Link Control Protocol 310 430 Linked Numbering 304 Linked Numbering Scheme 304 Lite 12 Lithium lon Battery 185 LLB 104 292 Local Area Network 267 270 306 309 311 350 Local End Echo Cancellation 25ms 288 Local Phone Directory 326 Local Telcos 292 Locating SIP Servers 430 Longest Waiting 261 346 Loop Greeting 382 Loop Start 10 108 111 292 Loop star
219. September 26 2013 B100 Accessories This section provides a list of accessories and compatible models For more details about material code and pricing please see Pricing amp Material Code session When you order a phone it already comes with some accessories In the box it includes e B179 the phone AC adaptor 14 V DC power cable Ethernet network cable SD memory card 2GB e B159 the phone AC adaptor 14 V DC dual power Analog line cable SD memory card 2GB e B149 the phone AC adaptor 14 V DC dual power Analog line cable B100 offers various accessories The section below explains how various accessories works in different situations e Power cable material code 700501551 vs extension power cable material code 700501542 The power cable can work with all 3 models connecting the AC Adapter and the phone length 7 5M You can increase the length to 15M by adding extension power cable However the extension power cable will not connect the AC Adapter and phone by itself It will always need the power cable e Dual power Analog line cable material code 700501541 vs Dual power Analog line extension cable material code 700501543 These cables work with B149 and B159 only The power cable and analog cable are attached together You will need the dual power analog line cable to connect between the AC adapter the RJ11 port and the phone In the case you want to double the length of the cable you should add the dual p
220. Several of the previously described features and services can be applied to the dial in users to create a powerful Remote Access Server Dial in users can be authenticated using either PAP or CHAP Once authenticated the DHCP server can automatically assign the user an IP address to use while connected to the LAN Individual time profiles and firewalls can be applied to the user restricting what they have access to and when they have access For further security and accounting ease IP Office can automatically call a user back This keeps the cost of the telephone call on the company telephone bill removing the need to process individual expense claims Routing Information Protocol RIP RIP is a distance vector protocol that allows routers to determine the shortest route to a destination network It does this by measuring the number of intermediary routers that need to be traversed to reach the destination network If more than one route exists to the same destination the shortest route is used If a fault Product Description 2013 AVAYA All rights reserved Page 311 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 occurs on the shortest route it will be remarked as being infinite and any alternative route will become the new shortest route This behavior can be used to add resilience into a data network Where a customer has an existing data network comprising of third party routers IP Office added to the network can provide back up
221. Status Application SSA 41 A diagnostic tool to monitor and check the status of IP Office systems e Data Migration Manager DMM 420 A migration tool to facilitate configuration data from BCM and Norstar products to IP Office Web Manager IP Office Web Manager is a browser based management tool designed to simplify the installation and maintenance process by providing an intuitive and user friendly management tool that runs on most standard browsers The IP Office Web Manager eliminates the need to have windows operating system as it can run on any device that supports standard browsers Web Manager provides access to most but not all configuration settings There are two versions of Web Manager e Web Manager for Server Edition and Standard Mode e Web Manager for Basic Edition Web Manager for Server Edition and Standard Mode The following table summarizes the feature support provided by Web Manager for Server Edition and Standard Mode Feature Server Edition Standard Mode IP Office on IP500 v2 ES CE EE EE CE EE Product Description 2013 AVAYA All rights reserved Page 413 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The following tabs are available in the IP Office Web Manager for Server Edition and Standard Mode The descriptions are based on using Web Manager with a Server Edition solution Solution Web Manager opens on the Solution tab of the Server Edition providing a comp
222. 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 unauthorized 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 dial back provides it can also be an excellent method of consolidating remote access 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 LAN to LAN Routing 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 offer
223. TA or a modem to manage any IP Office edition 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 Product Description 2013 AVAYA All rights reserved Page 13 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Scaleable Platform IP 500 V2 The IP Office 500 V2 offers a modular flexible chassis which with capacity for up to 16 analog trunks or 16 ISDN BRI trunks 32 channels or 8 digital PRI trunks up to 192 T1 channels or 240 E1 channels using internal daughter cards Up to 12 Expansion Modules may be added to provide a combination of up to 384 analog digital or IP extensions with additional analog trunks through external Analog 16 modules Features include up to 148 optional voice compression channels 2 independently switched LAN ports and built in Embedded Voicemail For details see IP Office 500 Control Unit 974 Server Edition IP Office Server Edition has been specifically designed to address up to a 1500 users on a single site and also to accommodate companies with up to a 1500 users across 32 locations For details see Server Edition Scalability 884 Telephone Options IP Office supports multiple telephone solutions giving the small and mid size businesses maximum flexibility to choose according to th
224. TNER Mode supporting out of the box operations two intercom buttons key system functionality voice mailboxes on all telephones TUI programming support etc Basic Edition makes starting and using the system quick and easy Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use Manager to change mode from Basic Edition to Essential Edition Once the system reboots it re starts as Essential Edition Product Description 2013 AVAYA All rights reserved Page 24 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Programming System programming is accomplished in two ways e Telephone User Interface TUI from extension 10 or extension 11 and uses the same administration codes as the PARTNER ACS system e Graphical User Interface GUI PARTNER Mode provides a Simplified Manager mode in the IP Office Manager software allowing you to program the system in less than 30 minutes Product Description 2013 AVAYA All rights reserved Page 25 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hardware Control Unit PARTNER Mode software runs on the IP500 V2 control unit A PARTNER Mode SD card or IP Office Mu Law SD card is required and is installed in the rear of the control unit providing operating software Feature Key Licenses and directs the system to boot up in PARTNER mode or Quick Mode An optional SD card may be i
225. TY IVR RFA 3372 IP400 Analog Trunk 16 111 IP400 Analog Trunk 16 Module 111 IP400 Digital Station 109 IP400 Digital Station V2 Module 109 IP400 Phone 242 IP412 11 97 108 264 270 287 306 308 309 355 382 396 427 430 IP412 Control Units 427 1P412 Maximum Heat Dissipation 427 1P412 Supports Two 64 party Conference Banks 396 IP500 11 12 14 97 99 108 109 111 264 270 287 292 299 306 308 355 357 382 396 427 430 default 97 existing 104 voicemail 356 IP500 Analog Phone 104 IP500 Analog Trunk 16 108 111 IP500 Analog Trunk 16 Expansion Module 108 IP500 Analog Trunk 16 Module 111 IP500 Analog Trunk Card 104 IP500 BRI 104 108 292 IP500 BRI So8 108 IP500 BRI So8 Expansion Module 108 IP500 BRI Trunk Card 104 IP500 Cards 99 IP500 Compact Flash voicemail 12 IP500 Control Unit 97 99 IP500 Digital Station 104 108 109 IP500 Digital Station Expansion Module 108 IP500 Digital Station Module 109 IP500 Expansion Modules 97 IP500 Legacy Card Carriers 99 104 IP500 Phone 108 IP500 Phone Expansion Module 108 IP500 PRI 104 IP based WiFi 152 IPCP 430 IP DECT 178 IPSec 11 297 312 430 IPSec Tunneling 312 IPSec VPN 297 IP telephony 130 ISAKMP 430 ISBN asked 373 enters 373 ISDN 10 104 261 285 288 291 306 307 309 326 430 BRI S interfaces 108 following 292 incoming 292 outgoing 292 ISDN Basic 292 ISDN Basic Rate 292 ISDN DSS1 292 ISDN MSN 261 ISDN Ports 430 ISDN Primary 292 ISDN Primary
226. This feature provides this capability CO Disconnect Time Programmable Use this feature to change the hold disconnect time for an outside line Different telephone companies use different length signals The length of the signal is called the CO or Hold Disconnect time If you place a call on hold and the caller hangs up but the call does not disconnect within a minute after the caller Conference Drop On 1400 and 9500 digital telephones you may choose which specific party you want to drop from a conference call On ETR and analog telephones the last party added to the conference call is automatically dropped Conferencing The system supports up to 64 party conferencing A maximum of 2 analog lines can be in any conference call Conference calls may consist of combinations of analog lines digital lines PRI T1 SIP analog telephones ETR telephones or digital telephones Contact Closure Support for 2 Devices The IP500 V2 Control Unit has a Contact Closure control jack on the back panel This is a 3 5 mm stereo jack that can drive two external adjunct relays This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their system or standard telephone The port can control a variety of devices the most common being door strikes night bells lighting or voice recording systems Copy Settings This feature allows a System Administrator to copy extension specific p
227. Tool allows the following aspects of the Digital Mobility solution to be managed Repeater programming e Handset firmware upgrading Note Use of this tool requires a programming cable and service tool handset cradle Deployment Tool The Deployment Tool can be used to assist with challenging deployments For normal deployments a handset can be used to deploy the Digital Mobility Solution Each handset can be used to perform the following administrative activities e General deployment requirements Product Description 2013 AVAYA All rights reserved Page 197 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o Register master handset o Register and subscribe handsets o Subscribe multiple systems Base station Repeater registration The Deployment Tool and the ability of the wireless handsets to provide coverage information provide effective tools for quick sure installations and coverage with minimal gaps or costly overlapping The Deployment Tool provides superior deployment to competitive offerings and will ensure a more cost effective more accurate installation Product Description 2013 AVAYA All rights reserved Page 198 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Other Phones Supported The following analog telephones are also supported on IP Office 500 but not all of them are available as new telephones e g the 5600 line of telephones has been discontinued Before offering a sp
228. Users can dial 06 at any time after the Old or Saved message begins to play through the 3 second pause after the caller information portion of the message e The message is moved to the queue of New messages o When a message is marked as New the system does not initiate a new Voicemail to Email message but the extension s message waiting light is illuminated Choice of Language o Each Auto Attendant can have a primary language assigned to it The language applies to the pre recorded prompts available to that Auto Attendant This overrides the system language setting o The per extension Display Language setting will also override the system language and change all the displays pre recorded greetings and prompts to the chosen language End of Recording options o When a caller has finished leaving a message in an extension s mailbox the caller can touch the key to signal the end of recording of the message o Ifthe message is less than 3 seconds the system will play the following prompt Message too short Deleted Goodbye o Ifthe message is longer than 3 seconds the system will play the following prompt Your message has been sent Goodbye Outcalling Notification o If you use the Outcalling option Embedded Voicemail will call the number which you have programmed to signal that a new message has arrived in your mailbox e Each user can have 1 number programmed for outcalling notification e The system will make up
229. VAYA All rights reserved Page 181 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Wireless WiFi 802 11 The Avaya IP Wireless solution offers an advanced Voice over IP VoIP client for wireless networks This solution allows SME 3616 20 26 Araye H TRAR SONA Supported but not IP Office e longer available IP Connection 802 11 Access Points W 3641 Avaya Media Gateway f Voice Priority Processor NetLink OAI Gateway Application Server Optional The 3641 and 3645 telephones provide an improved user interface a new lightweight design and a radio that supports several WiFi standards 802 11a b g With these handsets customers have an increased choice to fit their needs and infrastructure Based on global standards for wireless LAN s the Avaya IP Wireless Telephone Solution simplifies network infrastructure by enabling voice traffic to be carried along with data traffic over the same wireless network 3616 3620 and 3626 telephones are supported but no longer available from Avaya for direct sequence 802 11b WiFi networks the 3641 and 3645 will also work in 802 11a and 802 11g networks These telephones are also field upgradeable through external TFTP clients not included so telephones can be updated with new protocols features and capabilities as they become available Users can have a choice of an executive or rugged workplace telephone and all the productivity benefits of their
230. Video bandwidth needed per call transmit and receive Audio bandwidth not included as sample for the Avaya 1010 1040 for HD Video e 1010 1020 1 Mbps for 720p 30fps Typical Bandwidth for standard Video quality for example with IP Office Video Softphone Resolution Typical Net Video Bandwidth Requirement H 263 H 264 Low 176 x 144 QCIF 64 kbps 45 kbps Standard 320 x 200 QVGA 162 kbps 114kbps 640 x 480 VGA 776 kbps 545 kps Acceptable Delay End to end delay should be 150 milliseconds or below How Many Simultaneous Calls Can I Get Down My Link The following chart illustrates the theoretical maximum number of simultaneous voice calls that can be delivered over a WAN for a given link speed This does not take into account any bandwidth that may be required for data traffic between sites or the physical limit of VoIP calls for the specific version of IP Office in use The number of simultaneous voice calls can be in excess of the capabilities of the individual platform where the calls transit the switch as data traffic In this situation compression resources are not used but obviously must be catered for in the overall bandwidth provision Product Description 2013 AVAYA All rights reserved Page 286 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 G 723 1 6 3K G 729a 8K G 711 64K Algorithmic Delay seconds D 64Kbps Link 0 128Kbps Link 5 5 1 256Kb
231. YA All rights reserved Page 182 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 WiFi Multimedia WMM is a specification and certification program created by the WiFi Alliance based upon the Enhanced Distributed Channel Access EDCA mechanism defined in the 802 11e standard Avaya handsets support two QoS methods the proprietary SpectraLink Voice Priority SVP developed to meet a gap which existed before 802 11e ratification and the standards based WiFi Alliance Wireless Multi Media WMM SVP with AVPP server or WMM enabled APs are required for all Avaya wireless telephone installations even if the WLAN is used only for voice Without a method of prioritization for voice packets the lack of a controlled delivery method will result in poor audio quality reduced capacity poor handoffs and or poor battery life even with only voice devices on the network The latest Avaya 364x H 323 GA software does support 802 11e WMM AVPP or CCXv4 for voice prioritization admission control and power management It is important to note that the Access Point infrastructure can only be configured with one of the three options e g you cannot have WMM and AVPP configured on the same AP Also be aware that WMM or CCXv4 cannot be used if the customer has a mix of current 364x model and vintage 361x 362x model Handsets e g in these deployment the only option is AVPP Even though the AVPP server is now an optional component for the 364x offering th
232. _CallInfoString e get_Call e RegisterCallNotifications e SetCallInfoBuffer e Put_EventFilter ITCallNotificationEvent ITBasicCallControl e get_Call ITAddress e Connect e get_AddressName e Answer ITCallInfoChangeEvent e get_dialableAddress e Disconnect e get_Call e get_ServiceProviderName Hold e CreateCall e SwapHold ITCallHubEvent e ParkDirect e get_Event ITMediaSupport e Unpark e get_Call e get_MediaTypes e BlindTransfer e Transfer Notes e 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 e TAPILink Lite provides detailed information on telephony events including the ability to screen pop based on CLI and or DDI Device Specific Data The following table shows the device specific data available via TAPI e Phone s extension number e Force login flag e Forward on busy flag e Login code flag e Forward on no answer flag e System phone flag e Forward unconditional flag e Absent message id e Forward hunt group flag e Absent message set flag e Do not disturb flag e Voicemail email mode Product Description 2013 AVAYA All rights reserved Page 352 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Outgoing call bar flag e Call waiting on flag e Voicemail on flag e Voicemail ring back flag e Number of voicemail messages e Number of unread voicemail messages e Outside call sequence number e Ins
233. a IP Office small Community network e Toa Video ready SIP trunk e g to Avaya Aura AVAYA IP Office R8 0 Group Video Conferencing nr caen Sample Usage Scenario Avaya 1040 Video Conferencing System 4 party MCU Avaya 1010 Video Conferencing System ae New York Headquarter IP Office Small Community Network London Office iij Bening Mics Polycom VVX 1500 IP cloud IP Office Video Softphone Home user in Frankfurt A few typical Call 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 in remote locations on a SCN home office etc e Multi party video call using the softclient based video conferencing capability In this case all video conference participants use the IP Office Video Softclient Video details e All video communication is end to end meaning that IP Office does not natively manage or perform video conferencing e The softphone handles all video conferencing initiated by users logged into the softphone e Video endpoints can make calls to all telephones and trunk lines on IP Office analog digital IP but will work as audi
234. a Jack 229 Data Rates 430 data traffic 182 286 297 309 Database 240 357 367 372 373 377 379 380 Datagram Protocol 430 Day One starting 7 Day Night service 233 D channel 16kbps 430 D channel 64kbps 430 DDI 242 292 352 DDI DID 24 178 239 261 292 370 DDI DID call 261 DECT 152 178 292 DECT Networking 178 Default E amp M 430 default greeting 243 default numbering 245 Definable PIN Code 382 DEFINITY 113 302 DEFINITY 6400 113 DEFINITY 9 5 C LAN 302 DEFINITY G3si 302 DEFINITY ACM branches 302 DEFINITY ACM occupying 302 Delete Message 382 deleting 243 Delphi 352 Deploying IP 130 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 451 Issue 27 01 0 Thursday September 26 2013 Index Depth 180 427 Designing IP Telephony 269 Desk Wall Mount 229 deskers 246 desking 246 DevConnect 351 Developer Connection Program 351 DeveloperConnect 351 Developers 350 351 352 353 DevLink 350 353 DevLink Lite 350 DevLink Pro 350 DevLink Reserved Fields 353 DHCP 11 185 187 287 309 311 396 430 DHCP Server 309 311 396 Dial3K1 265 Dial56K 265 Dial64K 265 Dial calls 248 253 DialCW 265 Dial Direct 265 Dial Direct Hot Line 265 Dial Emergency 253 265 Dial Extn 265 Dial Inclusion 265 Dial On Pickup 264 DialPad 342 346 Dial Paging 265 Dial Plan 245 Dial Speech 265 Dial V110 265 Dial V120 265 Dial Video 265 Dialed Number 240 242 254 292 380 co
235. a a DMZ demilitarized zone port on the router To make this configuration secure the IP Office firewall is set to drop all packets except SIP Product Description 2013 AVAYA All rights reserved Page 294 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SIP Service Unsecured LAN Provider IP Office NS SME Ne EN rien NAT Firewall Router Secured LAN Option 3 Connection to the ITSP over NAT using 3 party STUN Simple Traversal of UDP through NAT servers in the network to discover the NAT mechanism being used SIP Service Provider server F IP Office Firewall Router Option 4 Connection to the ITSP through a router equipped with an Application Level Gateway ALG which transparently resolves all NAT issues Product Description 2013 AVAYA All rights reserved Page 295 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 A aa SIP Service Provider IP Office sir Router CELECEELELCECELEECECECECECEEECENECECE CCE EE CEE CEE CPP EEE with SIP ALG For details on SIP ITSPs which have been tested by Avaya please visit the IP Office Knowledge Base at http www avaya com ipoffice knowledgebase The Avaya DevConnect Program conducts testing with ITSP s to establish compatibility with IP Office To access Application Notes for tested solutions please follow the steps outlined below 1 Go to http
236. a a thin client web browser session logged onto the 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 An example of the Supervisor real time view is shown below Product Description 2013 AVAYA All rights reserved Page 401 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Status IP Office Customer Call Reporter Mark 17 02 47 Account Change Password Log Off Help AVAYA Graph view 1 View 2 View 3 CHE T Q Dashboard Moni
237. a built in 10 100 Base T Layer 2 switch that splits the network Category 5 cable into separate feeds one to the phone itself while providing an additional RJ 45 port to connect a user s PC Giving fixed hardware based priority to the phone voice port the internal Ethernet switch ensures that high quality voice service is always available Reliable LAN Power Options To ensure continuous phone service in mission critical environments the IP telephones can receive their power over the network cabling The Avaya family of Ethernet Switches BES 50 ERS2500 ERS4500 delivers power over the unused pairs of standard Category 5 UTP cables eliminating the need for the telephones to be connected to a power supply at the desktop Power is supplied on an as needed basis thanks to the sophisticated software based load and fault sensing algorithm used by the Avaya Ethernet Switches Desktop rackmount and stackable options are available which provide a cost effective way to centralize power to the IP telephones This approach delivers carrier grade reliability by enabling redundant power resources located at the wiring closets to provide emergency backup power to these IP telephones located across the network Dynamic Host Configuration Protocol Easy to set up and configure the IP telephones deliver an innovative solution that enables users to connect anywhere on the network without intervention by a network administrator enabling management staff to f
238. a message such as Do Not Disturb or Away from desk on the display of your PARTNER ETR or digital system telephones When another extension calls your extension your active Absent Text Message appears on the caller s display The system provides 15 pre defined messages plus 2 that may be customized by each user Pre defined messages include Away from Desk Be Right Back Please Call On Holiday until Meeting until Don t disturb until With visitors until With cust til At lunch until Absent Text Message Inspect The Inspect feature is a soft key option and allows you to remotely inspect the active Absent Text Message at another user s extension Pressing the Absent Text Message button will provide you with an INSP option in the display Press the button associated with the Inspect option and you are prompted to dial the extension number or press the Auto Intercom button you wish to view When you do the active message for that user is displayed Account Code Entry Account Code Entry ACE is used to enter an account code up to 15 digits for an incoming or outgoing call currently being handled The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes There are two different ways the feature can be used e Voluntary Account Code Entry is optional e Forced Account Code Entry is mandatory before dialing on an idle CO facility Forced account codes are valid
239. 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 The voicemail server is multi lingual and can offer different prompts depending on the user s preferred language independently of the default system setup Similarly external callers can hear prompts in their own language depending on their incoming call route e g based on caller ID Voicemail options available are IP Office Essential Edition e Embedded Voicemail IP Office Preferred Edition e Voicemail Pro for single site use but use in a Multi site Networking SCN from remote users e Distributed Voicemail Pro for multi site use in a Small Community Network SCN e Centralized INTUITY Audix Modular Messaging Voicemail for use with Avaya Communication Manager IP Office Preferred Edition is available for Windows and Linux OS The Preferred Edition on Linux provides the same functionality as described further in this chapter with the following exceptions e Web Voicemail is provided by the user productivity application Avaya one X Portal for IP Office which comes with Office Worker Teleworker and Power User licenses VPNM e IVR related actions Database and VB Scripting e Voice Recording Library Authentication VRLA Positioning Summary For further details refer to Voicemail Feat
240. additionally provides third party CTI operation This means that a single server can control and monitor any number of telephone devices In addition TAPILink Pro provides the ability to monitor and control groups This allows an application to be notified when a call enters a queue and can also redirect it to another location TAPILink Pro also supports additional TAPI functionality that is not available through TAPILink Lite This functionality is supported through the LineGetLineDevStatus and LineDevSpecific calls The additional features are e Agent login e Agent logout Set and retrieve divert destination Set and retrieve extended divert status Forward All Calls Forward on Busy Forward on No Answer Do not Disturb Retrieving the extension locale language e Set and clear the message waiting lamp Enable and disable group membership e Generate and detect DTMF digits and tones requires the TAPI WAV driver Support for Developers The Developer Connection Program DevConnect is the Avaya developer partner program and is designed for third party companies who are creating a product for sale and who wish to receive technical support Membership of the program is at the sole discretion of Avaya DeveloperConnect members pay an annual fee for which they receive technical support directly from Avaya In addition Avaya will perform interoperability testing between IP Office and the member s product a
241. ademark of Avaya Inc All non Avaya trademarks are the property of their respective owners and Linux is a registered trademark of Linus Torvalds Downloading Documentation For the most current versions of Documentation see the Avaya Support website http support avaya com Contact Avaya Support See the Avaya Support website http support avaya com for product notices and articles or to report a problem with your Avaya product For a list of support telephone numbers and contact addresses go to the Avaya Support website http support avaya com scroll to the bottom of the page and select Contact Avaya Support Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 3 Issue 27 01 0 Thursday September 26 2013 Contents Contents 1 Introduction Avaya IP O rennais 7 Voice Communication Solution Features 10 Data Communication Solution Features 11 Applications Platform Features 12 Management Tools 13 Scaleable Platform 14 Telephone Options 14 Application and Feature Licensing 14 2 What s New in IP Office Release 9 0 Branch Consolidation and Centralization 16 Unified Communication Collaboration 16 Server Edition 17 Web Manager for Server Edition and Standard M d nr ame mette 19 SIP Trunks ans elie ieee itive lice 19 Automated On Boarding and SSL VPN Enhancements essan
242. al DTMF generator on behalf of the sending IP extension This is useful when navigating external voicemail systems and Auto Attendants Direct Media Path Direct Media Path allows the speech path between two IP extensions after call setup to be routed directly to each other This allows the IP Office system to free up voice compression resources after establishing the end to end connection allowing the resources to be used in the most efficient way Auto Create Extensions IP Office can automatically create an extension entry for new IP telephones added onto the local area network In cases where the local area network is not secure this facility can be disabled but simplifies installation of IP telephone systems Fax Transport Avaya Proprietary Fax Transport allows fax calls to be routed over VoIP trunks between IP Office systems on an IP network using a proprietary IP Office transport protocol Fax Transport T 38 IP Office supports the standardized protocol T 38 for transporting FAX calls between IP Office and SIP trunks or SIP endpoints T 38 is only supported on IP500 IP500 V2 systems with IP500 VCM IP500 VCM V2 and or IP500 Combo cards T 38 is not supported on Server Edition systems T 38 allows the reliable transmission of Fax messages over a IP channel independent of Codec used for the Voice communication Platforms Supported IP500 IP500 V2 only must be fitted with VCM32 or VCM64 module Trunk Types Supported T 38 Tr
243. al 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 e 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 o 1010 1 Mbps for 720p 30fps Oo 1040 e 768 Kbps for 720p 30fps 1 1 Mbps for 720p 60fps e 1 7 Mbps for 1080p 30fps Product Description 2013 AVAYA All rights reserved Page 278 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office Interoperability A number of interoperability scenarios with other Avaya products have been tested and are supported The scenarios include e IP Office 9 0 and Avaya Aura Communication Manager 6 3 e IP Office 9 0 and Avaya Aura Session Manager 6 3 4 e IP Office 9 0 and BCM 6 0 e IP Office 9 0 BCM 6 0 and CS1000 7 6 with Session Manager IP Office and Communication Manager Interoperability Analog PRUSIP IP Office 9 0 SCN ae Analog PRI Analog PRI A sip SiP B P Office 9 0 Digital The H323 protocol is used for trunks between the IP Office nodes and the CM The IP Offices are a network of SCNs and can use advanced SCN feature set between each other e Protocol Support o IP Office to CM H 323 o IP Office t
244. alized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications e Centralized call log and contact application fully transparent between 9600 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office e Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls Please note that the Voice dial feature of the 9600 telephones on Communication Manager is not available on IP Office e Access to company directory and Visual Voice applications on IP Office External Applications WML Application Interface Upgradeable Firmware Yes Expansion e Adapter interface 9620L none 9620C one expansion module interface for e g Gigabit Ethernet adapter e USB adapter 9620L none 9620C yes Color Black Mounting Desk or wall mountable with optional wall mount adapter Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and 4 of the other languages at once in the phone Note While it may be possible to download other languages onto the phone this will not be applicable to any data sent by IP Office If you switch the language to any other not listed above the display will show a mixture of the new language and the user s default language on IP Office Requirements for IP Interface Power Supply IEEE 802 3af Power over Ethernet PoE or optional wall plug local power supply 9620L PoE Class 1 9620C
245. all If more than one call is alerting the system automatically connects the user to the longest ringing call SD Card Start up Shut Down via TUI A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card slot without shutting down the entire system This allows for removal and reinstallation of the system SD and optional SD cards Speed Dial Options The system supports the following types of Speed Dialing e Personal Directory 1400 and 9500 Telephones only Each user can store up to 20 frequently dialed names and numbers in their extension Personal Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the person s name Personal Directory numbers programmed for a particular extension are for use only at that extension e Personal Speed Dial FEATURE 80 99 ETR and Analog Telephones only Each user can store up to 20 frequently dialed numbers no name in their extension Personal Speed Dial numbers can be dialed quickly by pressing FEATURE or at intercom dial tone on a single line telephone and the two digit speed dial code from 80 through 99 The Personal Speed Dial numbers programmed for a particular extension are for use only at that extension On analog telephones a user will press the key instead of the Feature key then dial the 2 digit number e System Speed Dial 1400 and 9500 Telephones only System Speed Dialing is a
246. all duration number of calls and call type The order can be ascending or descending To make a call from the call log the user simply clicks on the number they wish to call Messages Gadget Voicemail Access Avaya one X Portal for IP Office will show new saved and old voicemails received and provides access into the user mailbox allowing the user to play rewind fast forward save and delete messages The voicemails can be ordered by state new saved read private urgent caller called party time and length The order can be ascending or descending The user can easily call back the caller who left a message from the message gadget E Messages 2 new Le Phone OU Enter name or number State From Time Length E 301 301 15 Mar 12 15pm Os My 311 05 Feb 02 41pm 13s p 311 05 Feb 02 23pm 8s fp 311 22 Jan 12 30pm 8s HA 313 21 Jan 07 10pm iis D 313 21 Jan 07 07pm 6s A 313 21 Jan 10 48pm 46s a 313 21 Jan 11 30pm 16s Ext211 211 20 Jan 11 25am 30d Product Description 2013 AVAYA All rights reserved Page 321 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Directory Gadget Directories Avaya one X Portal for IP Office can display several directories of names and associated telephone numbers Directory 2 Personal 20 System amp External Search All all Sales Team Add group poker Q Enter a name amp Atrea Covi QUE G9 Eth
247. all without disconnecting the current call or putting it on hold Use this feature to inspect ringing active or held calls e Caller ID Name Display FEATURE 16 When an incoming call is ringing at a display telephone both the name and number appear on the user s display The Number is displayed on the top line and the Name on the 24 line In some cases users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2 line This feature provides this capability CO Disconnect Time Use this feature to change the hold disconnect time for an outside line Different telephone companies use different length signals The length of the signal is called the CO or Hold Disconnect time If you place a call on hold and the caller hangs up but the call does not disconnect within a minute after the caller Conference Drop On 1400 and 9500 digital telephones you may choose which specific party you want to drop from a conference call On ETR and analog telephones the last party added to the conference call is automatically dropped Conferencing The system supports up to 64 party conferencing A maximum of 2 analog lines can be in any conference call Conference calls may consist of combinations of analog lines digital lines PRI T1 SIP analog telephones ETR telephones or digital telephones Contact Closure Support for 2 Devices The IP500 V2 Control Unit has a Contact Closure control jack on the back pan
248. alled Essential Edition Additions VoiceMail Ports 4 Software Upgrade 2 1 ETR Digital Extensions Connected 10 11 12 13 14 15 18 21 22 i Disallowed List Extensions Eee vor Emergency List Configured 911 z Si Extensions NOT Configured for VoiceMail 15 18 19 21 22 34 35 36 37 38 39 7 f Extensions excluded from Directory Listing NONE 2E a ii Te By using the system hyperlinks you are able to quickly and easily administer the Norstar Mode system in a short time Further details can be found in the IP Office Norstar Mode Manager documentation guide posted on the Avaya Support website Product Description 2013 AVAYA All rights reserved Page 64 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Application Programming Interface TAPI Application Programming Interface TAPI allows new and existing server based applications from Avaya s Developer Connection DevConnect program to work with and enhance the operation of the system The current requirement is to support a screen pop type application called Pickup IP which is also supported on IP Office The TAPI API only supports 15t Party TAPI applications System Programming Procedures Transfer Return Rings Recall Timer Duration Outside Conference Denial Backup Programming Automatic Backup Programming Manual Restore Programming Automatic Daylight Standard Times Hold Reminder Tone Network Time Sy
249. 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 Authorization Codes are independent of Account Codes the user has to enter both if the required by the system configuration All entered codes are logged in SMDR Dial Emergency Dial emergency is an IP Office Short Code and permits certain numbers to be dialed regardless of call barring or a phone being logged out Call Barring Feature e Itis 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 Benefit e Restrict the dialing of specific numbers or types of numbers system wide e Restrict certain users from dialing specific numbers or types of numbers Description 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 Product Description 2013 AVAYA All rights reserved Page 253 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 For users the short codes can be allocated to a User R
250. an be added together duplicate members are automatically removed This includes public lists owned by other voicemail subscribers e Mailing lists are accessible to the user at any send message and forward message option within the user s voicemail box Cascaded Out Calling Voicemail Pro can send a notification with an escalation capability that a new voice message has been received in a user s mailbox to specified phone number s This is particularly useful in environments such as healthcare and support where important voice messages are left and need to be answered promptly even outside of office hours For example should a patient leave an important message to the main number of the doctor s office the voicemail system can ring the doctor at the office then on no response escalates to the doctor s mobile cell phone his her home phone or the doctor on duty after a programmable timeout This avoids having to rely on an external answering service and allows mobile cell and home phone numbers to remain private The voicemail notification can be sent for e Any new voice messages e Any new priority voice messages Mailbox owners can configure their own options from their handset Telephone User Interface or TUI e Create own Time Profile defining when notification should take place e g office hours only e Out calling destinations defining where notification should take place and in which priority order
251. analog digital and IP stations as well as TDM trunking options IP Office has been designed with these different solution requirements for different customer needs in mind The flexibility and variety of the deployment options make the IP Office solution a very versatile solution and caters to different product needs There are two deployment scenarios for IP Office 1 Server Edition with pure IP deployment e All IP phones with SIP trunking everywhere e Use Avaya sourced server for Applications IP phones and SIP trunks 2 Server Edition with hybrid deployment e A mix of Analog Digital or IP phones everywhere e Use Avaya sourced server for Applications IP phones and SIP trunks e Use IP500v2 for TDM stations and trunking Product Description 2013 AVAYA All rights reserved Page 87 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya Server All IP Avaya Server Hybrid DVD amp Server DVD Server amp Gateway IP Office 500v2 Server Edition Scalability Engineering Caveats In order to support the maximum numbers in the capacity table the following caveats apply e The minimum hardware deployment required is a Primary Server and Secondary Server or a Primary Server and two IP500 v2 Expansion Servers e To achieve full resilience to any single node failure the sum of users on the Primary Server and any other node should not exceed 1500 users Example 1 Primary Server 750 users Secondary Ser
252. anced with the following features Product Description 2013 AVAYA All rights reserved Page 16 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Instant Messaging support e Enhanced directory e Click to dial from email body e Selecting one X Portal User Profile Office Home Mobile e Specifying Dialing Rules e Secure communication HTTPS with one X Portal server e Supported on Citrix platform e Support for Windows 8 e Support for Microsoft Outlook 2013 Avaya SBCE support for IP Office soft clients The Avaya Session Border Controller for Enterprise ASBCE Release 6 2 introduced support for SIP trunks on IP Office R8 1 In IP Office R9 0 this support is expanded to IP Office Remote Workers for a selection of soft clients when used in conjunction with the ASBCE Release 6 2 FP1 The following IP Office soft clients SIP end points are supported with ASBCE 6 2 Feature Pack 1 e Flare Experience iPad e Flare Experience Windows e One X Mobile Preferred for Android e One X Mobile Preferred for iOS Server Edition IP Office release 9 0 features the following enhancements for Server Edition Scalability Several areas have been enhanced in scaling for Server Edition deployments For details see IP Office Scalability 884 Resiliency Enhancements The following resiliency enhancements have been made in release 9 0 Media Connection Preservation Server Edition can now preserve the RTP stream of active ca
253. and T3 only at which they are is logged in e The personal directory is always synchronized between telephone and Avaya one X Portal for IP Office Description e The personal directory capability allows up to 100 entries per telephony user e The system limit is o 10800 for IP Office 500 and IP Office 500V2 o 3600 for IP Office 412 o 1900 for IP Office 406 V2 e All entries may be added deleted or modified by Manager Avaya one X Portal for IP Office a telephone or an external service e The personal directory data is sent updated whenever the user is logged in a SCN Product Description 2013 AVAYA All rights reserved Page 258 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Edit Max 10000 per system Update on login secs gt ie View only View Edit View Edit Max 1 of Max 100 Max 100 T3 a fy 1608 1616 1608 1616 AITTTIITILLLE J Hot Desk Centralized System Directory Feature The IP Office Directory is a list of up to 5000 numbers and associated names stored centrally in the system A directory entry 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 Avaya one X Portal for IP Office 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
254. and later e Standard Mode e Norstar Mode PARTNER Mode IP500 V2 control unit required Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 422 Issue 27 01 0 Thursday September 26 2013 Chapter 23 IP Office Support Services and Automated On Boarding Product Description 2013 AVAYA All rights reserved Page 423 ey Issue 27 01 0 Thursday September 26 2013 23 IP Office Support Services and Automated On Boarding Avaya Global Services Introducing Avaya IP Office Support Services Avaya IP Office Support Services provides service options designed to maintain and support customers IP Office The charts below provide a brief overview of the new service offering For additional details of the new Avaya IP Office Support Services offering please refer to the Global Offer Definition document and other launch materials located online at http portal avaya com ptlWeb gs services SV0578 New Global Offer from Avaya IP Office Support Services are consistent flexible and simple n Le F 7 gt Single fee per node Optional Add Ons Base offer includes Any Time Remote Technical Support Any Day Support Hardware and Software 24x7x365 Business Hour Support 8x5x5 Major Software Upgrades Parts Replacement Software Patches and Updates D 4 Enhanced Remote Connectivity Terminal 1 3 or 5 year prepaid terms Replacement Consistent Flexible Simple Same o
255. andled The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes There are two different ways the feature can be used e Voluntary Account Code Entry is optional e Forced Account Code Entry is mandatory before dialing on an idle CO facility Forced account codes are validated against a list of pre defined account codes which is created via the Manager application Allowed Lists Disallowed Lists Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing restrictions as long as they have access to an outside line For example if you restrict an entire category of calls through Disallowed Phone Number Lists 404 you can permit calls to a specific number in that category by placing that number on an Allowed Phone Number List The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers each Product Description 2013 AVAYA All rights reserved Page 39 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Disallowed Lists allow you to specify telephone numbers that users cannot dial For example you may want to prevent calls to a specific telephone number or to categories of numbers such as international numbers The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone numbers each Allowed and Disallowed Phone Numbers can be
256. andling 7 12 24 239 244 326 342 Call History 257 326 342 347 Call Hold 298 302 Call Identifier 353 Call Intrude 246 265 Call List 265 Call Listen 265 357 CallLog 113 148 149 150 202 204 240 246 253 326 Call Pickup 247 265 Call Pick up 181 299 Call Pickup Any 265 Call PickUp Extension 263 Call Pickup Extn 265 Call Pickup Group 265 Call Pickup Line 265 Call Pickup Members 265 Call Pickup User 265 Called Calling Line ID Presentation 291 Called Calling Name 291 298 Called Calling Name Presentation 291 Called Calling Number 298 Caller Display 228 Campaign Manager 12 357 377 382 Can Intrude 246 352 Cancel All Forwarding 265 Cancel Ring Back When Free 265 Captaris 367 Cascaded Out calling 376 Castelle 367 Castelle Fax 367 Castilian 357 CAT 130 CAT5 130 427 Catalyst 130 CCBS 292 CCC 97 246 262 299 357 CCP 430 CD 380 CD Rom 350 CDRs 253 CE UL Dentori Safety Approved 427 cell mobile 370 Central Office 104 292 306 307 Centralized 14 24 239 290 297 299 302 355 357 382 Centralized INTUITY Audix 355 Centralized Messaging 382 Centralized VM 382 Centralized Voice Mail 299 Centralized voicemail 14 290 302 357 382 Centralized Voicemail Services 382 Challenge Handshake Authentication Protocol 310 430 Channel Associated Signaling 292 Channel Monitor 265 CHAP 307 310 311 312 430 Charger Unit 189 checkbox 368 Checking 292 Circuit Switc
257. andsets and two base stations Two DMC 080 081 modules can be linked together if incremental growth is required 2 DMC 080 081 linked together will support 4 base stations and 16 handsets The DMC 320 321 will support 32 handsets and 8 base stations The DMC 320 321 can also be linked to expand up to 64 handsets and 16 base stations The DMC module provides power to each base station via twisted pair cable The base station can be located up to 4921 feet 1500 m from the DMC module The two channel repeater is used to extend coverage from a base station up to 50 additional coverage Up to six repeaters can be registered to a specific base station to extend the range of a base station The repeaters are linked to the base station in a wireless manner so that no physical connection is required Local power is required for each repeater The solution does offer an external antenna which can be used in conjunction with a repeater to extend a base station signal up to 0 62 miles 1 km away A typical application would be a campus with multiple buildings requiring coverage Table 1 Coverage Area Digital Maximum Maximum Maximum Maximum Maximum Mobility Number of Number of Number of Coverage Coverage Solution Base Users Simultaneous Square Feet Square Configuration stations Calls Meters Product Description 2013 AVAYA All rights reserved Page 193 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 720 000 80 000 1 440 000
258. ansport Layers Supported UDPTL with optional redundancy error correction Call Types Supported Voice calls which transition to fax relay on detection of fax tones Calls which are negotiated as fax only Product Description 2013 AVAYA All rights reserved Page 270 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e T 38 Fax Fallback SIP Trunks and SIP Extensions can now configure the Fax Transport Support to T38 Fallback so that outgoing fax calls use T38 fax but when the called destination doesn t support T 38 and rejects the call a re invite is sent for fax transport over G 711 Incoming audio calls that detect fax tones also initiate fax transport using T 38 Fallback This allows IP Office to support additional deployments where T 38 fax may not be universally available e 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 e Enhanced CLIR Enable SIP Trunk PAI and Privacy headers by default and format From PAI and Privacy This feature allows caller and calling p
259. anual intervention or external PC is required Backup Programming Manual The administrator may do a manual system programming backup to the system SD card via the TUI Bridging Joining Calls A user can bridge join on any active call by pressing the associated CO line button assuming Privacy is not active on the originating extension When a call is bridged the red and green LED s will alternate on all telephones which are bridged on the call Call Coverage This feature is used to redirect all Intercom Transferred DID and outside calls from a user s extension to another extension When Call Coverage is activated covered calls are routed to the covering extension after a specified number of rings Call Forwarding Internal The Call Forwarding provides a means of redirecting Intercom ICOM CO and Transfer calls from one extension to another specified extension Call Log Digital Telephones Call Log is a fixed button on digital telephones and provides a visual 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 Call Logs ETR Telephones Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual extension can be viewed in
260. apter e Charging Stand Power Supply Adapter Q Rechargeable Battery e Belt Clip e Charging Stand e User and Installation Guide e Wall Plate Adapter Rechargeable 2 AC Adapters Battery Beltclip Charger Unit Wall Mount Stand Product Description 2013 AVAYA All rights reserved Page 190 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Business Series Terminal T7406E Cordless Telephone The T7406E Cordless Telephone is a desk centric mobility solution designed for use in a small to medium sized enterprise site branch office or franchise site The T7406E Cordless Telephone enables businesses to deliver better customer service while making employees more productive with workspace mobility The T7406E is supported on IP Office modules also supporting the BST digital sets The T7406E is available in North America Mexico and Caribbean countries excluding Jamaica and Trinidad Features An integrated multiline phone the T7406E leverages the features of the popular Business Series Terminals portfolio and has the following capabilities 2 4 GHz ISM Band e WiFi friendly technology that enables the product to work in the vicinity of a wireless LAN with no interference e Frequency hopping spread spectrum FHSS available on 90 channels for each base e Operating range of 350 meters 1000 feet in outdoor clear line of sight e 64 bit standards based security encryption e Cellphone like featur
261. are also perfectly suited for customers with very high requirements for data network performance Communication Manager Common Features Display Housing e 10 line 3 8 inch backlight graphical display with 320 x 240 pixels 9630G grayscale 9640 and 9640G color e Flip stand dual position Fixed Buttons 11 plus Four way navigation cluster button e Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED e Avaya Menu button browser options and settings access Telephony application button to return to main telephone screen Call Forward shortcut button e Contacts button Call log button LED quick access voicemail Message button with LED and corner message indicator Programmable Contextual buttons 10 e 4 contextual softkey buttons Context sensitive allocation of e g Hold Transfer Conference and more e 66 self labeled Appearance Feature buttons with LED for access to 24 administered Appearances Features at the side of the display Key Labels Icons and text used on fixed feature keys Features Menu Mobile cell phone style menu with access to most often used features like Call Forwarding Park Settings etc On screen status indication for activated features like call forwarding Speakerphone Full duplex speakerphone Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also suppo
262. are an important addition to the Avaya portfolio of telephones for the Small and Mid Size market All telephones share a number of feature keys with clear paper labels On the 1408 1608 and 1416 1616 features are also available through a feature list on screen that makes selecting features and line appearances easy even when hotdesking to another phone The telephones are accompanied by a complete set of accessories like cost efficient power supplies easy to use paper labels and spare parts For powering options for the 1600 IP telephones refer to the section Power Options for IP Telephones 130 For easy and efficient generation of labels free DESI printing software is available from http support avaya com on the 1600 Phone Series page This can be used to print all labels correctly formatted on plain paper or available DESI labels A PDF document with correct formatting can also be downloaded Additionally labels can be printed in the correct format directly from IP Office Manager For 1600 Series telephones requiring Gigabit Ethernet support a Gigabit Ethernet adapter is available providing 10 100 1000 Mbps support for both the 1600 Series phone and co located laptop or PC Note that no Ethernet cable is included with the 1600 Series telephones If a cable is needed it should be ordered separately at the required length Product Description 2013 AVAYA All rights reserved Page 140 IP Office 9 0 Issue 27 01 0 Thursday Septem
263. arty 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 e 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 call recording scenarios or for automatic dialers conferencing in agents Product Description 2013 AVAYA All rights reserved Page 271 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SIP Trunks SIP Trunk enhancements have been included that allow service providers to continue to broaden their SIP trunk offerings SME customers are increasingly evaluating and adopting SIP trunks IP Office responds to these market trends with several new SIP trunk capabilities designed to simplify and address a wider set of implementation scenarios The IP Office architectu
264. as 3 x 512K and 8 x 64K going to 11 different locations When using T1 as a Leased Line it is possible to use the same circuit for switched circuit services Not all types of leased line are available in all territories check for availability Dial Up Circuit Support Where the amount of traffic does not justify the cost of a dedicated leased line the system can provide data connectivity via ISDN dial up circuits using its E1 T1 or Basic Rate trunks Where data speeds greater than a single channel are required 64K 56K additional channels can be added to the call as and when they are needed Point to Point Protocol PPP PPP is an industry standard Wide Area Networking Protocol that allows inter working with a wide range of 3 party routers PPP is used over leased line circuits where a single channel is used to connect the two locations together e g A single channel maybe a 64K channel on a dial up circuit or a 256K leased line etc Multi Link Point to Point Protocol ML PPP IP Office supports Multi Link PPP allowing additional calls to be made where bandwidth greater than a single channel is required The maximum number of channels available to data can be set on a service by service basis When the available bandwidth reaches a user defined limit additional channels can be automatically added Similarly when traffic falls then the number of channels in use can be automatically reduced If there is no data traffic on any of the
265. ass through the AVPP and are encapsulated for prioritization as they are routed to and from IP Office AVPP is fully compliant with the IEEE 802 11a b g standards AVPP is required for QoS because the current IEEE 802 11a b g wireless LAN standards provide only limited mechanism for differentiating audio packets from data packets It also delivers quality of service by limiting the number of telephones that are connected to one access point in order to avoid quality problems In addition AVPP ensures that the phone can run in energy efficient mode when not in use The following AVPPs are available to meet customer needs e AVPP100 Serves 80 calls simultaneously e AVPPO20 Serves 20 powered on handsets e AVPPO10 Serves 10 powered on handsets Wireless Access Points When using the Avaya Wireless IP solution customers can utilize wireless access points from various vendors The list of compatible wireless access points is large and constantly growing Please visit http www polycom com support voice wi fi view_certified html and select WLAN Compatibility List for the latest information Benefits e Supports 802 11 a b g standards for WiFi networks converging voice and data over a single network e Seamless integration with IP Office Excellent voice quality on converged wireless networks Lightweight durable handsets specifically designed for workplace use e Improved display battery life processor power all with lower costs
266. at has been created by call flow actions and offers much more flexibility because there is no longer the need for pre recorded and static announcements If there is a change to an announcement the call flow action will create the new announcement and will play it to the caller The IP Office Advanced Edition contains 8 port 3 party Text to Speech capability and can be used either with a TTS engine that has to be purchased separately or when no 3 party engine is installed with the Microsoft TTS engine which is part of the Windows operating system An alternative is the Avaya TTS license independent licenses for Windows and Linux which adds a TTS engine available in 22 different languages on Windows and 19 different languages on Linux e Chinese Mandarin e Italian e Chinese Cantonese not on Linux e Korean not on Linux e Danish e Norwegian e Dutch e Polish e English UK e Portuguese e English US e Portuguese Brazilian e Finnish e Russian e French Standard e Spanish e German e Spanish Latin e Greek e Swedish e Japanese not on Linux The Avaya TTS is a per port license The total number of TTS ports on each Voicemail Pro system is limited to eight On a single or Centralized Voicemail Pro up to eight concurrent ports can be used for IVR and email reading on a distributed Voicemail Pro up to eight ports can be used for IVR When using the ScanSoft and Professional license the maximum number of ports is 40
267. ated against a list of pre defined account codes which is created via the Manager application Allowed Lists Disallowed Lists Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing restrictions as long as they have access to an outside line For example if you restrict an entire category of calls through Disallowed Phone Number Lists 404 you can permit calls to a specific number in that category by placing that number on an Allowed Phone Number List The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers each Product Description 2013 AVAYA All rights reserved Page 67 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Disallowed Lists allow you to specify telephone numbers that users cannot dial For example you may want to prevent calls to a specific telephone number or to categories of numbers such as international numbers The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone numbers each Allowed and Disallowed Phone Numbers can be up to 12 digits long and may include 0 9 and hold wildcard character displayed as a Attendant Positions Extension 10 and Extension 11 serve as system attendant positions TUI System Administration can only be done at these extensions Night Service and Unlock capabilities can only be initialized from Ext
268. ates within IP Office Customer Call Reporter a user can create over 100 different reports depending upon how they want to see the information that is most useful for their business All standard report templates have common fields that can be completed to create a report And when entering details in a field a wildcard can be used to represent everything The common fields are listed below Report Name The text entered is used as the main title of the report If the report is saved this is the saved name of the report e Subject This is the main subject of the report The drop down list offers a list of report subjects that are pertinent to the report i e Hunt Group Agent DDI etc Q Filter The filter is used to refine the data and again offers filters that are pertinent to the report i e All Answered Lost etc e Exclude Internal When selected internal calls are excluded from the report e Working Hours The start and finish time of the working day can be specified using the spin controls e Group Results by The drop down list offers a list of display options Product Description 2013 AVAYA All rights reserved Page 406 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Scheduled By default this field is shown as Manual If the option Scheduled is selected then additional fields are available Report Format The format that the report is to be produced in can be selected from Adobe Word Excel R
269. ation cluster provides fast menu sublist and call log scrolling as well as one touch dialing and quick access to system features e Message waiting visual ring indicator offers visual notification of incoming calls and messages e Voice compression optimizes bandwidth and audio quality requirements e Audio control center enables users to toggle quickly between the handset or headset and the speakerphone without audio interference e Volume bar provides fingertip control of audio and ringer volume settings and LEDs clearly display handset headset speakerphone mute settings e Local tone generation conserves valuable network bandwidth e Dynamic IP addressing with a standard DHCP server offers a flexible simplified solution for handling adds moves and changes reducing management costs e User friendly design supports the full range of potential users including disabled users who require hearing aids Product Description 2013 AVAYA All rights reserved Page 209 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SIP Protocol Feature overview on IP Office with 1100 1200 phones The 1100 and 1200 Series phones are supported on IP Office using the SIP protocol therefore the user interface can be slightly different then when used on BCM with UNIStim For example on IP Office the 1100 and 1200 Series IP phones only support a single call appearance although multiple calls are supported Note that these telephones are only suppo
270. ation on following e Directory entries Including IP Office users hunt groups and external directory user non IP Office extensions e Single directory entry details Including IP Office users hunt groups and external directory user non IP Office user e Script When a script has been configured for either the calling or called number the script is displayed in this panel For example an operator may be answering calls on behalf of more than one company To ensure the call is answered with the correct company name a script file can be created with the company name details The script is displayed whenever a call is received for that company Call Information Calling Name Calling Number Called Name Called Number Call Status Duration Company One 01707364416 Anne Webb 209 Alerting Incoming 00 05 COMPANY ONE All calls are to be announced General Enquiries Extension 123 e Conferencing Within SoftConsole calls can be conferenced when held or a conference can be created through the two conference rooms o Conference Held Calls An operator can conference calls that are in the Held Panel All calls in the Held Panel will be conferenced e Queue Panel The queue panel displays a bar graph of the number and the status of external calls held in a particular queue Up to 8 Call queues can be configured and labeled to reflect incoming calls for specific hunt groups SS Eo SS Os Er Queue Name
271. ator Yes can also be used as a ringing call alert indicator Personalized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications Speed Dial List 104 and Call Log Missed Incoming Outgoing Also WAP WML browser supported on IP phone models Upgradeable Firmware Yes Expansion Supports the EU24 DSS expansion module with additional Avaya 1151 power supply Color Multi gray Mounting Desk or wall mountable Adjustable Desk Stand Yes Supplied with phone Product Description 2013 AVAYA All rights reserved Page 204 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Special Features for the 5420 and 2420 Messages Button Dedicated button to collect voicemail Requirements for 5420 and 2420 Connect to Digital Station DS port Power Supply From phone system Requirements for 5621 SW 4621 SW 4625 SW Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit Avaya 1151 Series Codecs G 711 G 729a b QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Two port full duplex 10 100 BaseT Ethernet switch for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times Special Features for 5621 SW and 4621 SW Display Backlight The display has a backlight
272. atus Application 13 97 419 Status Bar 342 STD15 430 STD16 430 STD17 430 STD56 430 STD57 430 Still Queued 357 strings 292 Absence Text 244 Structured Query Language 372 STUN 294 430 Sub addressing Allows 292 subject 7 240 263 379 email 363 Summary 104 235 287 Positioning 355 Supervised Transfer called 242 supervisor s Coverage Timer 248 Supervisors 245 248 376 Supplementary Service 297 298 Supplementary Services within 298 Supplementary Services within IP Networks 298 Suspend Call 265 Suspend CW 265 Sv 353 SW 200 202 204 SwapHold 352 Swedish 180 181 357 switchable 202 204 230 Switchable Time Break Recall 100 230 Switched Ethernet 11 97 switching Capacity 430 Play Advice 379 WAN 297 synchronization 11 311 382 System Administration 380 System Administrator 241 242 245 265 379 380 System Announcement 382 systems supporting 369 T T 38 270 T1 10 11 104 242 250 254 290 291 292 302 303 309 382 396 T3 109 113 148 149 150 235 243 292 427 Tabs 326 342 346 396 TAPI 12 97 240 350 351 352 TAPILink Lite TAPILink Pro 350 351 TAPI WAV 350 351 Target RAS 353 TCP 430 TCP IP 13 430 TCP UDP IP 288 Technical Bulletin 294 348 Technical Specifications 348 Technology Overview 269 telecommunication 430 telecommunication numbering 430 Telecommuter 248 326 350 351 352 Telecommuter Mode 248 326 teleconferences 7 Telephone Adaptors 13 307 Telephone Cord 189 Te
273. available extension is signaled if that extension does not answer the call does not keep hunting After an extension receives a Hunt Group call the next call to the Hunt Group will not ring or voice signal that extension first unless all other extensions in the group are busy or do not answer Group Pickup Use this feature to answer any outside intercom or transferred call ringing at an extension in a Pickup Group where G is a Pickup Group number from 1 4 When a call rings at an extension that is in a Pickup Group you can answer the call at any extension without knowing which extension or line is ringing and without being in the same Pickup Group The system can have up to four Pickup Groups Product Description 2013 AVAYA All rights reserved Page 45 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hold Reminder If a call is left on hold for longer than a specified period the extension will ring back alerting you that the call is still on hold This ring continues to sound until the held call is retrieved or until the caller hangs up Hot Dial This feature enables a user to start dialing a number without first pressing the speaker button or going off hook Hotline This feature allows designated extensions to automatically place an intercom call to another designated extension when it goes off hook Intercom Dial Codes e I represents the INTERCOM button e XX represents a s
274. ay September 26 2013 Gateways Gatekeepers and H 323 Technology Overview IP Office uses the H 323 signaling protocol which has the following architectural components e Telephones are H 323 service endpoint devices that can support Audio calls Other types of H 323 devices can support video as part of H 323 e Gateways provide media translation to allow calls to be made to non H 323 devices for instance an analog telephone or the public network to connect with a H 323 device e Gatekeepers control the call processing and security for H 323 devices e Multipoint Connection Units MCU for conferences by adding together media streams These elements are grouped together in what is known as an H 323 zone a zone is analogous to a PABX Each zone has a single Gatekeeper that can be considered as the brains of the system dealing with call distribution call control and the management of resources On power up IP telephones Gateways and MCU make registration requests to a Gatekeeper which then authenticates accepts or rejects their request to become a member of the zone Once accepted a telephone wishing to make a call sends a call set up message to the Gatekeeper which then determines how to route the call and will then send an alert to the called telephone or if the call is to a non H 323 telephone establish the call via a Gateway within the zone The design of IP Telephony systems has been driven by open standards Digital IP telepho
275. aya digital telephones e 10 VCM channels to support IP telephones or voice networking This card already includes an IP500 trunk card therefore no additional trunk card is possible A maximum of two of these cards is allowed in the chassis Product Description 2013 AVAYA All rights reserved Page 102 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 VCM Card This card provides voice compression channels for use with VoIP calls SIP trunks and IP based voice networking The module is available in variants supporting 32 or 64 channels The maximum number of voice compression channels supported using IP500 VCM base cards Combination Cards and or IP400 VCM cards on IP500 Legacy Card Carriers is 148 Please note the maximum number of channels which may be used on each IP500 VCM card varies according to the codec used as shown in the following table Maximum VCM channels available by codec type VCM 32 vcM64 64 Combination Card Card e This card accepts one IP500 trunk card of any type For more details about VCM channel requirements please refer to IP Telephony 26 IP500 4 Port Expansion Card e This card provides connectors for 4 additional expansion modules e The 4 port expansion card must be inserted in slot 4 of the control unit e It is not possible to connect a trunk card to the 4 port expansion card Product Description 2013 AVAYA All rights reserved Page 103 IP Office
276. ber 26 2013 1603 and 1603SW IP Telephones and 1403 Digital Telephones This telephone is best suited for the Walkup and Basic Everyday user Works on IP Office Communication Manager a603 S 4603 SW S S S 1603 1 V R5 and late OY o 1603SW 1 R5 and later Y o On the 1600 line only the 1603 I 603SW I versions with improved display are available The Avaya 1403 1603 supports 3 line appearances Each of the buttons includes dual LEDs red green providing explicit status for the user For a familiar look and feel the 1403 1603 includes several fixed feature keys for common telephone tasks including conference transfer drop hold and mute In addition the 1403 1603 includes a 2 way speakerphone The display on the 1403 1603 measures two lines by 16 characters and is backlit for easier viewing in all lighting conditions The 1603 SW telephone has the same features functionality as the 1603 phone it adds on top of that however a secondary Ethernet port and is therefore targeted at the basic Everyday user The newly introduced 1603 I 1603SW I are functionally equal to the 1603 1603SW but feature a higher quality graphical display with white backlight identical to the display of the digital 1403 telephone Common Features e Display Housing o Backlit display 2 rows by 16 characters Green backlight for 1603 1603 SW white backlight for 1603 I 1603SW I 1403 o Reversible wedge stand for desktop a
277. by default Log files are rolled over according to settings Filter labels are also more descriptive with Verbose Standard Terse options for SIP events media events and VoIP events Product Description 2013 AVAYA All rights reserved Page 22 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 3 IP Office Basic Edition PARTNER Mode Product Description 2013 AVAYA All rights reserved Page 23 ey Issue 27 01 0 Thursday September 26 2013 3 IP Office Basic Edition PARTNER Mode The IP Office Basic Edition Partner Mode continues the evolution of communications systems for small businesses PARTNER Mode is designed to work directly out of the box without any programming or administration allowing users to immediately make and place calls via analog trunks PARTNER Mode provides the end user a similar desktop experience as the PARTNER ACS e g 2 dedicated intercom buttons key system functionality Caller ID etc This helps minimize training requirements and provides the end user with the same comfort level they have come to expect with the PARTNER ACS system PARTNER Mode provides enhanced features such as Visual Voice Remote Call Forwarding 64 party Conferencing SIP Trunking Full PRI T1 and more PARTNER Mode provides the same 2 digit extension numbering plan as PARTNER ACS default and now supports a 3 digit flexible numbering plan extensions 100 599 PARTNER Mode supports all current and
278. by dialing a short code if an internal busy tone is heard selecting an option from an interactive menu or pressing a programmed DSS BLF key You can also set a callback when free or a callback when next used using a short code without attempting a call This feature is supported across the IP Office Multi Site Small Community Network 29 Product Description 2013 AVAYA All rights reserved Page 241 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Direct Inward Dialing DID DDI This 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 telephones This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual 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 a number as needed by the business within limits In North America T1 circuits are required for DID Transfer Call Transfer allows users to transfer a call in progress to another phone number either internal extension or external public number The caller is placed on hold while the transfer is performed If the phone is put down before the destination has answered the original caller wi
279. c Redundancy error Checking CRC The following supplementary services are supported e Calling Line Identification Presentation CLIP provides the telephone number of the incoming call to the IP Office e Calling Line Identification Restriction CLIR prevents the telephone number of the IP Office being presented on an outbound call e Connected Line Identification Restriction COLR Inhibits the COLP service e Direct Dialing In DDI where the exchange provides the last x digits of the dialed number on an incoming call This allows IP Office to route the call to different users or services e Sub addressing Allows the transmission reception of up to 20 digits additional to any DDI DID or CLIP information for call routing and identification purposes ISDN Basic Rate ETSI CTR3 Provided by the IP400 Quad BRI and IP500 BRI cards ISDN Basic rate provides 2 x 64K PCM speech channels and one signaling channel using Q 931 signaling and CRC error checking Both point to point and point to multipoint operation is supported Multipoint lines allow multiple devices to share the same line however point to point is the preferred mode Basic rate supports all the services that are supported on the primary rate version with the addition of e Multiple Subscriber Number This service is usually mutually exclusive with the DDI DID service and provides up to 10 numbers for routing purposes very similar to DDI DID Additional ISDN features T
280. ca only the 3711 handset is supported Note The regulatory requirements for the radio part base station and Handset are slightly different in the US and Canada compared to EMEA and APAC Therefore while providing the same functionality the hardware is different in these two regions Each Base station has the following features e 8 simultaneous Voice and up to 12 Signaling Channels e Codec G 711 G 723 G 729 for base station IP trunk connection e Handover While in motion the handset performs continuous measurements to determine which IP DECT base station has the strongest signal The one that can be best received is defined as the active Base station To prevent the handset from rapidly switching back and forth between two base stations that are equally well received threshold values are used Handover between base stations occurs seamlessly whether a call is active or not e DECT Networking An IP DECT telephone can travel from one office to another which is connected over a wide area network WAN link and make and take calls In this scenario the main IP DECT controller remains at one headquarters location Given the degree of integration available to wireless users with DECT there are a variety of means by which calls can be routed to wireless handsets DDI DID Since each wireless handset is an extension on the IP Office system calls may be routed directly using a DDI DID number e Transfer Calls may be transferred to D
281. call logs and directory are instantly updated and synchronized over the network eliminating e g lost calls as the call log was not available at a remote site The right phone for every user Avaya IP Office Desktop telephones are designed to meet typical user needs in the small and mid business market Usage Description Applicable Phone Example User Type s Telephones in common areas like a 1603 Digital 1403 Customer Visitor meetings room lobby or store The Meeting room phone telephones are normally used by casual users that walk up to a phone where they make a quick phone call Normally no sophisticated features are needed Users that need a phone on their IP 1603SW Basic Engineer Accountant desk as part of their everyday job Everyday 1608 While having a phone is important 9608 Digital 1408 the phone is just another tool on the 9504 9508 desk for users using several alternative communication technologies Receptionis A typical user manages a lot of calls IP 1616 optional with Executive Assistant t Assistant often as a significant part of their job BM32 9608 optional Receptionist In many cases they also manage calls with BM12 9621 for others users and need to be 9641 with optional efficient in connecting callers to the BM12 Digital 1416 right people with optional DBM32 9508 with optional BM12 For these users handling a lot of IP 9621 9641 Sales Executive calls is essential and they are
282. cally transfer a connected call with one touch by pressing a pre programmed Auto Dial Intercom for the destination extension The Transfer button is not used e The transfer is completed when the transferring station goes on hook or touches the Transfer button or Complete soft key e The user initiating the transfer is able to consult and complete the transfer or blind transfer after successfully initiating a one touch transfer The LEDs at the phone initiating the transfer as well as other appearances of the call in the system behave the same as if the user touched the Transfer button to initiate the transfer Paging Features e Loudspeaker Paging Users can initiate a call either manually dialed or intercom auto dialed to an extension connected to an analog station port that connects them to an external loudspeaker paging system e Simultaneous Paging is a feature that pages both the external loudspeaker paging system via the paging port as well as voice signals all of the extensions in Calling Group 1 Product Description 2013 AVAYA All rights reserved Page 47 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 PBX Mode The system can operate in Key System mode default where all lines appear on all telephones or can be administered to operate in PBX mode PBX mode provides 3 Intercom buttons per telephone which work similar to System Access buttons provides intercom dial tone dial 9 to access an out
283. cations such as Avaya one X Portal for IP Office that is part of the User profiles described above If run with Avaya one X Portal for IP Office it provides the following additional value 1 Consistent user interface when using Avaya one X Portal for IP Office with a desktop phone in telecommuter mode or in combination with IP Office Video Softphone 2 Off line call log with updates even when IP Office Video Softphone is not logged in 3 Additional features of Avaya one X Portal for IP Office e g presence and instant messaging 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 like Avaya one X Portal for IP Office 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 picture below shows the IP Office Video Softphone with dial pad and feature keys plus a view of the new Speed dial tab to illustrate the Busy Lamp Field Product Description 2013 AVAYA A
284. ccccceeeeeeeeeeeceeeeeeeeeetetseenenaeees 148 Wireless Phone Solutions 152 Other Phones Supported 199 Analog Telephones eeccceeeeeceeeeeeeteeeeeeenteeeeeeeaaes 228 Fleadsets imite intimement 234 SUNIA seine secs remet ne erated ed 235 9 Features and Call Handling Basic Call Handling 240 Advanced Call Handling 244 Key and Lamp Operation 250 Outbound Call Handling Features 253 FORWANGING Rire nel tr de 255 Avaya Telephone Features 257 Inbound Call Handling 261 Contact Center Features 263 Miscellaneous Features 264 System Short Codes 265 10 IP Telephony Gateways Gatekeepers and H 323 Technology OVEIVICW LR dt fete ete ta cry eine Dia 269 SIP Session Initiation Protocol 269 IP Telephony Features 270 SIP TRUNKS ses tant e ean eatin mere sie 272 SIP Endpoint Support 274 IP Office Interoperability 279 Remote Phone Support 283 Avaya Session Border Controller for Enterprise 285 NOIPSBAQ RES un Re Re ada es 285 11 Public and Private Voice Networks Private Circuit Switched Voice Networking 291 Public Voice Networking 292 E1R2 Channel Associated Signaling 294 Session Initiation Protocol SIP 294 Packet Based Voice Networking 297 Supplementary Services within IP Networks 298 Multi Site Networking Small Community Networking 299 Inter
285. ce If you switch the language to any not listed above the display will show a mixed of the new language and the user s default language on IP Office Requirements for IP interface Power Supply IEEE 802 3af Power over Ethernet PoE or optional local power supply Power Class 2 for all models including GiG E versions Codecs audio G 711 G 729a b G 726 Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control Ready for future support of G 722 wideband codec QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports e 9640 Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation e 9630G 9640G Gigabit Ethernet 10 100 1000 line interface with a secondary 10 100 1000 port for co located laptop or PC with VLAN separation e Support of optional integrated Gigabit Ethernet adapter using adapter interface Product Description 2013 AVAYA All rights reserved Page 119 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9650 9650C IP Telephones Smart sleek stylish and highly functional the Avaya 9650 IP Telephone is designed for the Essential and Navigator user profiles who need one touch access to features and bridged appearances of team Partner buttons Building receptionists executive admin staff are examples of Navigator users who ans
286. ce configuration Distributed Central pool All common licenses centralized Some still distributed All administered centrally User Profile Telecommuter Office Worker Licenses Mobile Worker Power User Office Worker Power User O G Call Routing no default assistance Simplified SE Manager and default routes allow simpler O G call routing I C Call Routing no default assistance Simplified Common ICRs allow simpler I C call routing and resilience Time Freeform Simplified by default Primary Server acts as can still be freeform solution time server by default System directory Freeform Simplified by default Primary Server acts as can still be freeform solution directory server by default Fax transport IP Office T 38 fax transport G 711 fax transport No need to configure codec sets to enforce G 711 fax transport used automatically SIP Trunk Direct None Direct media supported Includes SIP Info and RFC Media to remote to remote H 323 and IP 2833 support device across SCN DECT endpoints Freeform Hunt groups only on Performance optimized for primary VMPro location also on Primary Automatic resilience when secondary present Overcomes SoftConsole limitations SoftConsole Up to 4 per IP Office Up to 10 on Primary Overcomes SoftConsole IP connectivity and SCN limitations Product Description 2013 AVAYA All rights reserved Page 85 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Add remove device Integrated via SE
287. ce 309 310 Door Entry 97 233 247 264 346 doorphone distinguish 233 doorphone calls 233 Doorphone Entry 233 Doorphones 233 DS 99 109 113 148 149 150 189 200 202 204 427 430 DS 16 Module 427 DS 30 Module 427 DS Field 430 DS Phones 200 202 204 DSS 109 148 149 150 235 257 377 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 452 Issue 27 01 0 Thursday September 26 2013 Index DSS key 377 DSS key incorporates 377 DSS Modules 148 149 150 DSS Unit 235 DSS BLF 241 DSS BLF key 241 DSSS 187 DSU 104 292 DTE 430 DTE Port 430 DTMF 229 233 254 270 288 292 303 351 370 372 377 430 sending 326 DTMF Dialing 229 DTMF Digits RTP Payload 430 DTMFA 430 DTMFC 430 DTMFD 430 D Type 430 D type on IP412 430 Dual Charger 182 Dual PRIE1 99 Dual PRI E1R2 RJ45 99 Dual PRI T1 99 Dual Universal PRI 97 Dutch 180 181 357 373 DVD 380 Dynamic 11 148 149 150 200 202 204 297 430 Dynamic Host Control Protocol 430 Dynamic IP 148 149 150 200 202 204 E E amp M DID 292 E amp M Switched 56K 292 E amp M Tie Line 292 E 164 430 e g 254 303 E1 104 250 291 292 302 382 396 including 10 E1ISDN 396 E1 PRI 250 E1 T1 302 309 E1R2 104 250 292 E1R2 Channel Associated Signaling 292 E1R2 MFC 104 E911 264 Echo 285 128ms 10 e commerce Internet 306 ECT 292 eg 244 Eliminating conferencing 7 ELR TBR switchable 230 Email 7 97 182
288. ce and Transfer In addition to these 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 TUI or Simplified Manager as part of the system configuration Product Description 2013 AVAYA All rights reserved Page 28 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9500 Series telephones The following 9500 Series telephones are supported e 9504 Display Telephone e 9508 Display Telephone e BM12 Button Module Programmable Buttons The Avaya 9500 Series telephones are paper label free providing programmable labels in the display The 9504 has four buttons with Red amp Green LED s and has two pages providing a total of 12 programmable buttons The 9508 has eight buttons with Red and Green LED s and has two pages providing a total of 24 programmable buttons As well as the usual dialing keys Avaya 9500 digital telephones have dedicated function buttons like Mute Volume Speaker Headset Call Logs and Contacts In addition to these 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 sys
289. cemail Pro can be extended further by using IP Office Contact Recorder IP Office Contact Recorder stores and catalogs recordings so that they are easily accessible for later retrieval Any recordings that you instruct Voicemail Pro to send to the Voice Recording Library are placed in a database IP Office Contact Recorder is provided with the Voicemail Pro software DVD set and has an inbuilt 45 day trial license A fully featured IP Office Contact Recorder 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 Contact Recorder has a number of components these are e An MSDE database into which details of all recorded calls are inserted e A browser based call search and replay application e A browser based system configuration and status monitoring application e Disk space management Oldest recordings are automatically deleted as needed e 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 It 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 e A unique reference for the recording e The start date and time e The duration of t
290. cense A Preferred Edition license might also be required Product Description 2013 AVAYA All rights reserved Page 393 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 20 Audio Conferencing Product Description 2013 AVAYA All rights reserved Page 394 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 20 Audio Conferencing A problem familiar to any organization is that of communicating effectively As more and more people work from home or from dispersed locations how do you ensure that employees are planning and working together effectively and regularly keeping in touch when separated by time and distance In addition many companies choose to sub contract some services such as payroll logistics or manufacturing to third party suppliers How do you ensure that you can act as one virtual enterprise Audio conferencing provides a simple and effective solution Audio conferencing makes it easy to include key people in decision making wherever they are with minimum interruption from their work It responds to business needs that every company faces e More meetings but less time available e Increasing pressure to be at two locations at once e Travel restrictions e Environmental pressures green initiatives As a result of using conferencing the benefits gained are e Reduction in travel leading to lower costs less wasted time and lower carbon emissions e Increased worker productivity a
291. cess to an outside line or turn Night Service on and off Not available on analog telephones Transfer Transfer Return You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the switchhook on a single line telephone Transferred calls return to the originating extension if they are not answered You also can program the number of times a transferred call rings before it returns to an extension Transfer Return to a Programmable Extension This feature provides an option to re route unanswered transferred calls to an alternate extension Programmable on a per extension basis The existing System Programming option Transfer Return Rings will be used to indicate when transferred calls are returned to the Transfer Return extension If a call is routed to a transfer return extension and there are no available intercom appearances to terminate the call the call will continue to alert at the transfer destination until the transfer return extension becomes available The default value for each transfer return extension is its own extension Product Description 2013 AVAYA All rights reserved Page 50 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Unique Line Ringing Override Line Ringing This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it Once a ring pattern is assigned to a line incoming calls on that
292. channels Digital Mobility 2 4 GHz solution North America and CALA Digital Mobility Base Station 10 2 4GHz Compatible with Handset 7430 7440 Repeater 40 Digital Mobility Repeater 40 2 4GHz Compatible with Handset 7430 7440 Base station 10 Digital Mobility External Antenna 51 DMC 080 Digital Mobility Controller N A DMC 320 Digital Mobility Controller N A Digital Mobility 1 9 GHz solution North America 1929 1930 MHz Digital Mobility Base Station 19 NAR Digital Mobility External Antenna 51 DMC 080 Digital Mobility Controller N A DMC 320 Digital Mobility Controller N A Digital Mobility 1 8 GHz solution Europe Hong Kong Australia New Zealand 1880 1900MHz Digital Mobility Base Station 15 PA Digital Mobility Repeater 25 PA Digital Mobility Repeater 45 Digital Mobility External Antenna 51 ee al DMC 081 Digital Mobility Controller International DMC 321 Digital Mobility Controller International Digital Mobility 1 8 GHz solution South America 1900 1930 MHz Digital Mobility Base Station 14 Digital Mobility Repeater 24 Digital Mobility External Antenna 51 A The following telephones are no longer available for new sales Other digital analog telephones Other IP telephones e 4406 e 5601 IP Telephone e 4412 e 4601 IP Telephone e 4424 e 4602SW IP Telephone e 4450 DSS Unit e 5602SW IP Telephone e 4610SW IP Telephone e 4610SW IP Telephone Product Description 201
293. channels in use then all lines can be cleared Since most carriers have a minimum charge for calls the period that a channel has to be idle before clearing is configurable Through these mechanisms call costs can be effectively controlled while ensuring that bandwidth is available as and when it is needed Frame Relay Frame relay is a wide area networking protocol based on the X 25 protocol Individual network connections are multiplexed over a common medium by the use of Permanent Virtual Circuits PVC This allows a single Leased Line to provide connectivity to a number of different locations Frame relay is currently implemented in IP Office as a CPE or router end protocol over WAN connections IP Office supports both PPP and RFC1490 encapsulation with fragmentation of large data packets to provide voice quality of service Service Quotas 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 Product Description 2013 AVAYA All rights reserved Page 309 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Time Profiles Time profiles set the operational ti
294. cheduled Report Email Print and Export PDF Word Excel and TIFF IP Office also delivers many sample Custom Reports including some that are mimic the standard historical reports These can be used as a convenient starting point if the custom report is similar to an existing report he list of sample reports is being finalized at this point and will be added to a later version of this document Sample Custom Report Capabilities The following is a system level report with sample gauges and text box cells for statistics call rate and parameters Product Description 2013 AVAYA All rights reserved Page 409 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1 1 2011 10 24 2011 09 00 17 00 Custom Report Name Supervisor Name System Supervisor2 Sample Report System 10 21 2011 Customer Presented Total Calls Answered Lost Calls Overflow Overflow Routed To Refused Calls Calls Calls Calls Answered Lost Calls Voicemail Calls Calls After Call Busy Not Inbound Talk Internal Talk Non Queue Off Hook Outbound Queue Ringing Time Hold Time Work Time Available Time Time Time Time Talk Time Enabled Time Time 01 39 52 30 01 21 305 119d 09 13 56 00 03 37 Customer Map The customer map shows the location of callers based on the caller s number When a caller s location has been identified a pin is placed on the map at that location The color of the pin changes with the volume of calls that match that same locati
295. cing fees Collaborate with customers partners suppliers and remote employees IP Office includes a 128 party audio conference bridge 64 max in one conference to keep people working together and travel costs down With Avaya IP Office your organization can have its own private secure conference bridge and eliminate expensive fees to third party conference providers Maximizing productivity When employees can t get to the office because of storms personal issues or other reasons IP Office allows them to work as at home or any other location as productively as though they were in the office And keep in mind IP Office delivers a whole range of capabilities Only you can put a number on the value that many of these capabilities will have for your business Examples e Having calls automatically routed to a cell telephone or other location so important customers can get through to the right person in real time e Being able to operate as a 24 7 business without a 24 7 staff e Using your communications to quickly identify when your top customers call How IP Office is benefiting businesses today e More room for sales With IP Office a leading provider of commercial food service equipment now handles 50 more calls per day without extra staff and without sacrificing the personal service it knows is the key to sales e At the head of the class By relying on IP Office to connect nearly 50 buildings a public school system saved t
296. connections Avaya B100 offers superior HD sound quality for a lower cost without consuming bandwidth Here are a few benefits to the customers e Increase business efficiency telephone meetings are efficient spontaneous and simple They help companies streamline their processes e Increase ROI you create savings by reducing travel time and expense e Safeguard our environment you protect our green environment when you substitute traveling with a highly efficient conference call e Be and sound professional top quality sound is essential for efficient misunderstanding free meetings e User friendly experience B100 is packed with unique user friendly features that are not found on other competitors products such as connectivity with GSM cell phones DECT USB Analog and SIP Conference Guide PA connectivity Wireless Headset Connection e Enjoy the leading SIP technology B179 a model in B100 Series is a SIP based model which allows you to create more savings and efficiency in your telephony network This section of the document includes description features and functionalities of each model a feature comparison within the context of complete Avaya conference phone portfolio accessories compatible platforms and countries the products are available in terms of Type Approval and Localization The Avaya B100 Series Conference Phones offer sophisticated and easy to use communication solutions for small to large com
297. ct Description 2013 AVAYA All rights reserved Page 222 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T7316E The T7316E telephone is part of the Business Series Terminals portfolio It has 24 programmable buttons and a 2 x 16 character alphanumeric display that is menu driven and supported by three context sensitive soft keys The T7316E provides access to 24 memory buttons 16 of which include multi segment icons for fast and precise decision making The T7316E supports the following features Multi line w multi segment call appearance icons 16 programmable buttons for lines features autodials 8 additional memory buttons for features autodials Expandable by adding T24 KIM Integrated BLF DSS Fixed buttons feature hold release Two line adjustable display w soft keys Built in speakerphone Message Waiting Indication Time and date displayed Built in headset Audio control center with mute hands free headset and volume bar Default features based on profiles Default line and hunt group assignment Retractable quick reference card Desk or wall mount Hearing aid compatible Desktop Assistant label application compatible ITU dial pad Colors charcoal and platinum English and French keycaps accessory Extra length 2 7m handset cord accessory Shoulder rest accessory Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 223 Issue 27 01 0 Thursday September 26
298. ct any unauthorized calls Bill clients or projects Bill back by department Reduce telephone costs by identifying the need to change telecommunications services Print Caller ID information The output is generally sent to a PC running an optional Call Accounting software package System Groups The system supports the following types of groups Product Description 2013 AVAYA All rights reserved Page 77 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Pickup Groups 4 Groups INTERCOM 6xx When a call rings at an extension assigned to a Pickup Group a user at any other extension in the system can answer the ringing call by dialing the Pickup Group code The Pickup Group feature helps when a user needs to answer calls on lines or pools not assigned to his or her telephone e Calling Groups 4 Groups INTERCOM 7x 7x A Calling Group is a group of extensions that can be called at the same time Any user in the system can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling Group The first extension to pick up the call is connected to the caller A typical use of this feature is to have callers ring into a Calling Group of sales representatives or to create a Page All group e Hunt Groups 6 Groups INTERCOM 77G 77G When extensions are in a Hunt Group an incoming call searches or hunts for the first available extension e Night Service Group
299. cted Data Source CCELLELEEEEEES Save deta to F e Comares and Settings paces aA Deda NM SAER fase seu Litractet Cats ap ichda Voc emat Messages cos U mes Cod Step 2 Convert This step involves converting the data in the format of the source product to the format of the destination product I e convert data that is understood by BCM to data that is understood by IP Office Data Migration Manager for F Office Help Marder D Sets Extracted Nander Of Veicernad Messages Extractedt Marder of AA Greetings Pxtractet SA Getrag 8 of Messoges Step 3 Apply This step involves applying the configuration to the destination product which is always IP Office Product Description 2013 AVAYA All rights reserved Page 421 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Data Migration M tjetp POLNI P Adress DOLANI DP Mash soanet for P Office POLAN Dat a2 Gtteveny Configa ation Mode Destraton Deectory for P Offce Embedded YM and YMPRO fiot Voceread Troa ro P Addon Bho Pro LP Address Mrreret v fre Bine A tere Elrre Bfrre frere Dianas Supported models include the following BCM e BCM200 4 0 e BCM400 4 0 e BCM1000 4 0 Norstar BCM50 3 0 5 0 6 0 BCM450 1 0 5 0 6 0 CICS MICS 7 x Call Pilot 100 150 3 1 192 400 42 1 255 755 295 0 a9200 IP Otice Mode C Doosments and ete igmceachet 4 CO Woeceenad temo 00 0 0 09 00 IP Office 7 0
300. d Card Slots EE 1 2 3 4 DTE F K Status LED s Reset oo Expansion ports for Power supply ra ey switch IP400 Expansion socket bi Slot for embedded Enema hold ie aoe voicemail memory MUROD ort card input Not used External output LAN Ports switch for example LAN LAN1 door relays WAN LAN2 Earlier IP Office control units such as the IP406 IP406 V2 IP412 and Small Office Edition are not currently supported Product Description 2013 AVAYA All rights reserved Page 447 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Index Index A Absence Text 244 setting 244 strings 244 Absent Text Message 299 Acceptable Delay 286 Access Point 182 accessing Database Information within Call Flows 372 Email 368 Account 12 253 286 292 311 350 353 355 367 379 Account Code Recording 379 Account Codes 253 353 379 ACD 263 ACM 14 302 382 ACM RFA 382 Acquire Call 245 executing 263 waiting 263 ACSII CSV 415 Active Directory 367 ActiveX Data Objects 372 Additional ISDN 292 addressing Domain Name Service 309 voicemails 382 admin 370 Administration Administrator 380 415 419 Change 347 ADMM 178 ADO 372 Advanced Small Community 262 299 Advanced Small Community Networking Advice Of Charge 292 326 Alarm Calls 382 Alert 178 189 200 202 204 245 250 251 261 269 342 363 413 User 263 ALG 294 Algorithmic Delay 286 All Calls 250 All in one 7 allocated 3
301. d 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 Voicemail Pro and Exchange Server Advanced collaboration between Voicemail Pro and Microsoft Exchange Server 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 Voicemail Pro retrieves it directly from the Exchange message store Voicemail Pro sends the voicemails not just as emails with a WAV attachment but as a message formatted as voicemail so that Exchange can handle them differently from emails If Microsoft Exchange Server working with a mobility solution server e g a Blackberry Enterprise Server are used to push emails to mobile devices Blackberry or similar Voicemail Pro also integrates and delivers voicemails via the Exchange Server to the mobility solution The mobile device is then able to present voicemails on the visual voicemail interface instead of presenting them as emails with an attachment Product Description 2013 AVAYA
302. d Edition material code is IPO R9 PREFRD VM PRO ADI LIC 275653 An Essential Edition license is a pre requisite for this license on IP500 V2 systems A Preferred Edition license enables the following features 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 for Windows only e queue announcements A Preferred Edition license is a pre requisite for any user profile licenses In a multi site network the Preferred Edition license of the central system is automatically shared with other systems in the network enabling user profile licenses on those other systems However each system supporting a Voicemail Pro server still requires its own Preferred Edition license for Voicemail Pro operation For a IP500 V2 system fitted with a Unified Communications Module the presence of the card acts as an automatic Preferred Edition license Product Description 2013 AVAYA All rights reserved Page 435 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Preferred Edition Additional Messaging Ports The Preferred Edition license includes support for 4 messaging ports The total number of messaging ports supported can be increased by adding combinations of the following licenses at the time of purchase or later up to the maximum supported by the particular IP Office control
303. d Ons up to 3 DSS Modules e Connect to Digital Station DS port e Power Supply From phone system Features for T3 IP e Upgradeable Firmware Yes e Optional Add Ons up to 3 DSS Modules with AEI Headsetlink e Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit e Codecs G 711 G 729a b e QoS Options UDP Port Selection DiffServ and 802 1p q VLAN e SNMP Support No e IP Address Assignment Static or dynamic IP address assignment e Ethernet Ports Two port full duplex 10 100 BaseT Ethernet switch o Auto negotiation provided separately for each port o 802 3 Flow Control Product Description 2013 AVAYA All rights reserved Page 150 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T3 DSS Expansion Modules The T3 DSS Module is a phone expansion module that is compatible with all T3 UPN and T3 IP Telephones except the T3 IP Compact Each module provides an additional 36 programmable buttons with associated printed text labels and indicators and can be programmed for lines groups or speed dial numbers 3 DSS Modules can be added to each T3 phone Power is provided by T3 UPN telephones but an external power adapter is needed for each DSS module when used on T3 IP telephones Please refer to System Button Module Support for the total system limitations of button modules on IP Office Product Description 2013 AVAYA All rights reserved Page 151 IP Office 9 0 Issue 27
304. d Secondary servers can be C located or can be on separate locations to support Geo Redundancy 96xx 16xx IP Phones stats e 96xx 16xx IP Phone Ed at Su LA x s Messaging A Primary Server EN Secondary Server ea 4 sr X Groups i r I I I Multi Site a Network t I jut oe LA e 96xx 16xx IP Phones 4 Expansion System ere e w Either Primary or Secondary R Expansion System oe 96xx 16xx d ti IP Phones ar O gt z Analog Digital 1 Hardware Resiliency e RAID support e Dual PSU on Avaya sourced HP DL360 G7 2 Users and Application Resiliency e VMPro server Primary Backup in 1 1 redundant active passive configuration Manual or auto failback control Product Description 2013 AVAYA All rights reserved Page 92 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Phones 1 1 resilience to backup IP Office Manual failback control Phone reset Avaya H 323 phones only Note Expansion systems gateways cannot act as backup nodes for the Linux Servers Hunt groups 1 1 resilience to backup Server Auto failback control device rediscovery idle group Inter IP Office device links Multi Site Network SCN backup Double star 1 1 resilience Auto failback control device rediscovery Inter IP Office device links PSTN backup M N resilience via Alternate Route Selection ARS Auto failback control l
305. d all other models being Class 2 including the Gigabit versions Over the life of a product the reduced power demand of the 9600 Series results in significant cost savings for customers when compared to other competitive offerings that require more power such as PoE Class 3 devices Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office IP500 and IP500 V2 hardware only Product Description 2013 AVAYA All rights reserved Page 115 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9620L 9620C IP Telephones Avaya 9620 IP Telephones are specifically designed for the everyday telephone user those who typically rely on multiple communications tools such as e mail and instant messaging IM yet still require a high quality and intuitive telephone for voice communications The Avaya one X Deskphone family features an intuitive user interface which helps to make users proficient and confident in performing common telephone tasks such as setting up a conference call or completing a transfer With access to up to 12 lines and features through a simple to navigate interface plus a clear view of 3 lines features with LED indicators the telephones are efficient to use while the small footprint consumes minimal space on a user s desktop 9620L lt E 9620C Communication Manager 7 7 L Common Features Display Housing e 7 line 3 45 inc
306. d enough is intentional Every customer will have different expectations and different budgets to work to Some will be willing to upgrade their networks to use the best possible equipment and practices To others the additional expense may be viewed as unnecessary Examples of standards based Quality of Service protocols include DiffServ and 802 1p q What are Voice Compression Modules VCM s for VCM s are required to support the following scenarios e Internal phone calls between an IP device and a non IP device e Analog digital telephones to IP trunks SIP H 323 including managed Frame Relay and managed IP VPN provides echo cancellation e IP telephones to ISDN or PSTN trunks convert IP to TDM and vice versa IP device to IP device Call progress tones for example dial tone secondary dial tone etc do not require voice compression channels with the following exceptions e Short code confirmation ARS camp on and account code entry tones require a voice compression channel e Devices using G 711 G 722 or G 723 require a voice compression channel for all tones except call waiting Product Description 2013 AVAYA All rights reserved Page 285 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 When a call is connected e Ifthe IP devices use the same audio codec no voice compression channel is used e Ifthe devices use differing audio codecs a voice compression channel is required for each Direct
307. d of configuration is via IP Office Manager IP Office Phone functionality Base Station Up to 4 base stations per IP Office unit D SE g is BE t 1 J ce a ci Up to 8 handsets per base station ba Repeater The following table summarizes the phone functions available on the D100 Category Telephony features Description e Account Code Entry Automatic Callback Automatic Intercom Dial voice call Button Programming Call Forward Call Log Call Pickup Any Call Park Call Record Conference Conference Meet Me Directed Call Pickup Do Not Disturb Emergency call Extension Login Logout Follow Me Here To Forward All Group Page Group Pickup Make and drop call Mute Private Call Relay On Pulse Redial Remote Park Retrieve Call Speed Dial Stamp Log Transfer Twinning Voicemail ESS supported Je English e German Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 153 Issue 27 01 0 Thursday September 26 2013 e Spanish Ethernet 10 100 Mbps half full duplex auto negotiation support i a UDP IP DHCP HTTP future support planned for VLAN 802 1x and SNMP DoS Attack Protection Je LAND attack SYN flooding attack e Ping Of Death ARP attack You can connect up to eight 8 handsets to a single base station Capacity and performance Base Station capacity and performance Item Value Cell radius 100 350 feet 3
308. d where a low cost of ownership is important All telephones are equipped with paperless keys making it easy to change features and button assignments from remote Shift page button allows access to a large number of lines or features that are shown dynamically in the display making access to IP Office functionality easy while providing a clean simple to use user interface Product Description 2013 AVAYA All rights reserved Page 113 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Speakerphone options Full duplex speakerphone options are available for people that need a high quality personal speakerphone All speakerphones are for personal use for one or two people sitting in front of the phone not for a group conferencing with people surrounding the phone Access to telephones everywhere in and IP Office Network SCN With support of hotdesking across a large line of telephones IP Office telephones are perfect in an environment where people change their workplace regularly With a simple login users can make any telephone digital or IP their personal extension This works not only in a single IP Office but also across a Multi Site Network Small Community Network making traveling from one company site to another a breeze Even better on 9600 1600 and 1400 telephones this functionality has been further enhanced by providing a centralized call log directory and personal settings When hotdesking to a different phone
309. dependent Windows Linux Mac support Yes Click to dial Future Citrix terminal server support Future Inbound outbound call handling Yes Phone call control Yes Configure phone preferences Yes Configure keyboard short cuts Yes CLI ANI Name display Yes Speed dial Busy Lamp Field management Yes from Personal amp System Directory Speed Dial tabs to group Busy Lamp Field icons Yes 5 Personal Directory tabs maximum Transfer call by drag and drop to a speed dial icon View internal users presence Yes Telephony User Status Custom Presence status Presence from calendar mining Presence from other supported networks Send Instant Messages IM to internal users IM to internal and external users from supported Presence networks Cat PickUp es Personal Phone Directory Yes 100 entries maximum System Phone Directory Yes 5000 entries maximum Personal Distribution List set up Intuitymode J Incoming call scripting o O Time on call Advice of Charge ISDN service provider dependent a E Door opening control Queue monitoring Conference Control Display Audio Conference Management Screen pop contacts with Outlook Product Description 2013 AVAYA All rights reserved Page 326 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya one X Portal for IP Office Yes Yes with Power User and Teleworker licenses only Yes with Power User and Teleworker licenses only
310. des DND o If the target extension is busy on a call or has an alerting call the Wake Up call is delivered to the phone as an intercom call o Ifthe Wake Up call is answered the user will hear Music On Hold if it is active otherwise they will hear silence o Ifthe Wake Up call is not answered the system will make a 2 4 attempt 5 minutes later e Ifthe call is not answered after the 2 4 attempt then the Wake Up call is abandoned o A scheduled Wake Up call occurs once in a 24 hour period Product Description 2013 AVAYA All rights reserved Page 53 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 4 IP Office Basic Edition Norstar Mode Product Description 2013 AVAYA All rights reserved 4 e 9 ved Page 5 ssue 27 01 0 Thursday September 26 2013 4 IP Office Basic Edition Norstar Mode The IP Office Basic Edition Norstar Mode hereafter referred to as Norstar Mode continues the evolution of communications systems for small businesses Norstar Mode is designed to work directly out of the box without any programming or administration allowing users to immediately make and place calls via analog trunks Norstar Mode provides the end user a similar desktop experience as the PARTNER ACS e g 2 dedicated intercom buttons key system functionality Caller ID etc This helps minimize training requirements and provides the end user with the same comfort level they have come to expect
311. designed for flexible performance Record your conversations on SD memory cards while the line mode allows you to switch between and combine three connectivity technologies analog cell phones and USB The conference guide helps you make multiparty calls and save call groups which is very useful if you make regular calls to the same group The Avaya B159 is also ideal in larger contexts as you have the option of adding expansion microphones a wireless headset and a PA system too It goes without saying that the Avaya B159 delivers ultimate sound quality based on a brand new generation of OmniSound 2 0 Avaya s crystal clear audio technology Last but not least the Avaya B159 has an intriguing Scandinavian design that enhances any conference table The Avaya B159 has the following advantages e OmniSound 2 0 e Analog connection e Connects to DECT mobile phones e USB connection e Connection for Wireless headset e Expandable with microphones e SD call recording e Expandable for PA System e Line selector e Phonebook e Conference guide e Built in bridging function Product Description 2013 AVAYA All rights reserved Page 133 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 B179 The Avaya B179 is a flexible SIP based conference phone perfect for companies that use IP voice services Its clear natural sound comes from OmniSound 2 0 Avaya s patented wideband audio technology The stylishly designed
312. dication Secure Tools Menu facilitates preferences amp administration Global Character Sets Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 213 Issue 27 01 0 Thursday September 26 2013 e _802 3af PoE or local power option e Color Graphite with Silver Metallic Bezel IP Key Expansion Module for IP Phone 1100 Series IP Phone 1100 Series Expansion Module The IP Phone 1100 Series includes a Key Expansion Module that provides up to 18 additional line programmable feature keys per module The module is supported on the IP Phone 1120E and the IP Phone 1140E Avaya IP Phones 1220 and 1230 IP Phone 1220 with LED expansion module IP Phone 1230 The IP Phone 1200 Series a group of IP telephones Launched with BCM are now also available with IP Office They are tailored for the SMB market The 1200 Series provides a range of different telephones designed to address the needs of the SMB market with a broad feature set at competitive prices IP Phone 1220 is an intermediate IP phone targeted at most SMB employees The IP Phone 1230 is a premium IP phone for managers and advanced power users IP Phone 1220 The IP Phone 1220 provides the following features e Afive line display with 25 characters per line e A fixed stand with two positions plus vertical design for smaller desktop footprint e Eight fixed keys with three having LED status e Hands free Mute Headset Volume Controls Hold Go
313. duct Description 2013 AVAYA All rights reserved Page 126 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o 9641 Color touch screen display 4 1 inches x 2 3 inches 10 4cm x 5 9cm o 4 position adjustable tilt display Fixed Feature Buttons 11 o Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED o Avaya Menu button browser options and settings access Home Telephony application button to return to main telephone screen o Contacts button history Call log button LED quick access voicemail Message button with LED and corner message indicator Call Forward button Programmable Contextual buttons o 24 administrable keys functions accessible through touch screen different layout options o 0 5 contextual softkey buttons touch screen Context sensitive allocation of e g Hold Transfer Conference and more Key Labels Icons and text used on fixed feature keys Speakerphone Full duplex speakerphone Hearing Aid Compatible Yes Message Waiting Indicator Yes can also be used as a ringing call alert indicator Personalized Ring Patterns Three distinct ringtone styles These include Classic Alternate and Rich The Classic and Alternate versions provide more legacy sounding ring tones The Rich ringtones are more elaborate and nontraditional Headset Socket Yes Bluetooth and DECT headset support with adapter 9641
314. dules This expansion module provides additional Digital Station DS ports for selected Avaya 1400 2400 4400 5400 9500 6400 T3 EMEA only Series telephones and 3810 wireless telephones North America only The IP500 Digital Station module is available in several variants 16 or 30 extensions supporting IP Office telephones with RJ45 connectors and supporting Nortel telephones with RJ21 connectors Refer to the Telephone section for Nortel phone support For installations in a rack this module requires the IP500 Rack Mounting Kit The IP500 Digital Station Module is functionally identical to the IP400 Digital Station V2 Module IP Office 500 17 19 20 21 22 23 24 17 24 25 30 000000 0000000 00000000 bullet EERS RAA EERS DC WP i e DTE EXPANSION 16 24V DC 5 04 MAX DIGITAL STATION V2 24 DC 1 54 PHONE V2 For systems where Direct Station Select DSS Units are being used IP Office supports a maximum of e BM32 1616 Up to 32 DBM32s supported 32 buttons each up to 1024 buttons e DSS4450 4412D 4424D Up to 8 DSS4450 modules per system maximum of 2 per DS expansion module 50 buttons each max 400 buttons e DBM32 1416 Up to 32 DBM32s supported 32 buttons each up to 1024 buttons e BM12 9508 digital 9608 and 9641 IP telephones Up to 36 buttons supported per telephone 3xBM12 up to 1024 buttons per system e EU24 EU24BL 4620 4621 5420 5620 5621 4620 4621 5
315. e QSIG networking using T1 E1 links TDM Alternatively QSIG may be favored as the chosen signaling standard within multiple vendor environments and provides the following supplementary services which are also available between IP Office and DEFINITY MultiVantage 155 ACM equipped with the relevant RFA licenses Integral Communication 55 Manager IP Office e Simple Telephony Call Basic call ETS 300 171 172 e Circuit Switched Data Call Basic call ETS 300 171 172 e Calling Connected Line Identity Presentation ETS 300 173 e Calling Connected Name Presentation ETS 300 237 238 e Message Waiting Indication ETS 301 260 255 Product Description 2013 AVAYA All rights reserved Page 302 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Common Networking Features Alternate Route Selection Alternate Route Selection ARS allows calls to 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 If a primary trunk is unavailable or congested then ARS provides automatic fallback to an available trunk e g analog trunk fallback if a T1 or SIP trunk fails or use PSTN for SCN fallback 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 v
316. e a o EE a a RL CS CS CE CE F RE CE CS SC EE Product Description 2013 AVAYA All rights reserved Page 83 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 6 IP Office Server Edition Product Description 2013 AVAYA All rights reserved Page 84 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 6 IP Office Server Edition IP Office Server Edition Overview The top two requirements that the majority of the mid sized enterprise customers are looking for in their unified communications solutions are Total Cost of Ownership TCO and simplicity IP Office showcases the best TCO advantage compared to the competition including one of the simplest solutions to deploy and manage Differences Between IP Office Server Edition and IP Office Preferred Advanced Edition Feature Preferred Advanced Server Edition Server Edition Comments Edition Capacity 32 locations 32 locations 1000 users total 1500 users total 7200 BHCC 14400 BHCC Max Multi Site SCN Freeform Single or double star Restricted topology allows Star mesh chain No additional SCN many optimizations SCN trunks anywhere trunks Other H 323 trunk types still SCN trunk channels licensed Unlimited SCN trunk allowed channel licenses Administration Limited centralized Multi Fully centralized Consolidated mode for full site SCN Manager Server Edition centralization Non Manager consolidated mode for freeform per devi
317. e oo tenn pen mode esos oer ony Multisite Network Maximum devices Maximum servers Maximum expansions w N Ww N Trunks Registered SIP Trunks DL360 Primary Secondary Registered SIP Trunks Dell R210 Primary Secondary 125 Registered SIP Trunks Dell R210 Expansion 125 Registered SIP Trunks IP500 V2 125 512 direct media Maximum SIP Channels DL360 Primary Secondary 256 indirect media 256 direct media Maximum SIP Channels Dell R210 Primary Secondary 128 indirect media 256 direct media Maximum SIP Channels Dell R210 Expansion 128 indirect media 128 direct media Maximum SIP Channels IP500 V2 120 indirect media Maximum trunk channels per SCN Linux 250 Maximum trunk channels per SCN IP500 V2 250 Call Processing 18000 with no one X Portal users active or DL360 Server call capacity BHCC remote one X Port 7200 with one X Portal users active server 7200 with or without one X Portal users active IP500 V2 Expansion call capacity BHCC Overall call capacity BHCC Concurrent VoIP calls direct media Concurrent VoIP calls indirect media DL360 Dell R210 Server call capacity BHCC Product Description 2013 AVAYA All rights reserved Page 89 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Capacity Concurrent VoIP calls indirect media Dell R210 128 Concurrent VoIP calls indirect media IP500 V2 VCM 120 Concurrent VoIP calls indirect media I
318. e 264 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Short Codes 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 Examples The method of detailing a short codes settings lists the short code fields separated by a e 17 U VoicemailCollect A user dialing 17 is connected to voicemail e 14 N N FollowMeTo If a user dials 14 210 at their own extension their calls are redirected to extension 210 Dialing Short Codes The following types of short code applied to on switch dialing The result may be an action to be performed by the IP Office a change to the user s settings or a number to be dialed The order below is the order of priority in which they are used when applied to user dialing User Short Codes These are useable by the specific user only User Rights User Restrictions Short Codes These are useable by any users associated with the user rights or restrictions in which they are set They can be overridden by individual user short codes User and User Rights short codes are only applied to
319. e DS30 provides additional 30 digital station ports 1400 and 9500 Series telephones only e DS30A provides additional 30 digital station ports Norstar T Series and M Series telephones only e DS30B provides additional 30 digital station ports This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A DS30A Trunk Cards PARTNER Mode supports the following trunk cards which are mounted on any ETR6 DS8 TCM8 Phone 2 or Phone 8 base card e ATM4 provides four analog CO line ports Supports Caller ID e PRI T1 supports full PRI or T1 Limit 1 PRI T1 card per system Product Description 2013 AVAYA All rights reserved Page 27 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Telephones PARTNER Mode supports the following telephones e 1400 Series digital telephones 28 e 9500 Series digital telephones 2 e Norstar T Series and M Series digital telephones 30 e PARTNER ACS telephones 3 e PARTNER ACS Euro telephones 324 e Wireless telephones 33 e Analog POTS telephones 344 1400 Series telephones The following 1400 Series telephones are supported e 1416 Display Telephones e 1408 Display Telephones e 1403 Display Telephone e DBM32 Button Module 1416 Digital Phone 1408 Digital Phone Programmable Buttons As well as the usual dialing keys Avaya 1400 digital telephones have dedicated function buttons like Mute Volume Hold Conferen
320. e SSL VPN licenses based on how many simultaneous connections are required The AVG software is installed on a VM server software the partner can choose the server of their choice and set up a radius server for username password authentication The same VM server can also act as a radius server or the partner can use a separate radius server or reuse an existing radius server based on their IT department s recommendations and security policy Partners wanting to host the server side gateway should refer to the Avaya enterprise portal for more detailed information about the Avaya VPN gateway solution see https enterpriseportal avaya com ptlWeb gs products P0623 AllCollateral Exceptions to the SSL VPN solution described above e No support for IP Office 500v1 system e No support for the Unified Communications Module or the external expansion applications server Material Code 269810 used with the IP Office e When the partner hosts the server side configuration of the solution is performed using IP Office Manager as a result the IP Office Basic Edition is not supported with the SSL VPN solution Data Networking Features Integral 10 100 Mbit Layer 3 Ethernet 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 t
321. e Time Zone e Host name The value of these parameters must be finalized before requesting licenses The parameters can be set in Web Manager by selecting Platform to open the Systems page See IP Office Web Manager for Server Edition and Standard Mode If any of these parameters are modified after licenses have been requested the licenses become invalid and must be reissued Product Description 2013 AVAYA All rights reserved Page 434 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Basic Edition Licenses Licenses are required for some features of Basic Edition operation The license keys are entered into the system configuration and are based on the unique Feature Key number of the SD card installed in the system and the feature being enabled e Software Upgrade Licenses Existing systems being upgraded will require an upgrade license e SIP Trunk Channel Licenses The system can support 3 simultaneous SIP calls without needing licenses Additional simultaneous calls up to 20 in total require the addition of licenses to the configuration e VCM Channels Note that for SIP calls the system also requires VCM channels These are provided by installing IP500 Combination base cards Each of these cards provides 10 VCM channels e IP500 PRI Channel Licenses The IP500 PRI 1 trunk daughter card supports the use of its first 8 channels unlicensed Use of additional channels require licenses to be added to the configurati
322. e WLAN infrastructure deployed in a WMM or CCXv4 implementation must still be Voice Interoperability for Enterprise Wireless VIEW compliant per the following matrix http supportdocs polycom com PolycomService support global documents support user products voice VIEW_Certified_Products_Guide pdf For example the Avaya WLAN 8100 is now on the Polycom VIEW certified list with WMM no AVPP server required for use with the 364x The configuration guide is posted at http supportdocs spectralink com SpectralinkService support global documents support user products voice VIEW_Avaya_WLAN_8100 pdf Basic WMM implementation in access points does not include Unscheduled Automatic Power Save Delivery U APSD and Call Admission Control CAC which are also defined in the 802 11e standard Therefore the AVPP is required to ensure the timing and delivery of Avaya voice packets which is critical as the user hands off between APs and for improved battery life The AVPP also provides call admission control and allows the number of calls per AP to be configured Please also refer to the Deployment Guide for Avaya Polycom VoWiFi Telephones available on support avaya com Avaya Voice Priority Processors The Avaya Voice Priority Processor AVPP is an Ethernet LAN appliance that works with access points to provide Quality of Service QoS on the wireless LAN if the network is not VIEW compliant All packets to and from the wireless telephones p
323. e 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 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 advantage 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 Firewall NAT DNS Server Service Quotas Internet Access Product Description 2013 AVAYA All rights reserved Page 306 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Remote Access Features 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
324. e is supported across the IP Office Small Community Network SCN Call Tagging Feature Display a text message on the user s phone or Avaya one X Portal for IP Office when a call is presented to it Benefit Q Provide additional information about the call Product Description 2013 AVAYA All rights reserved Page 244 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Description This 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 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 Reclaim Call Feature e The ability to recover or reclaim the last call that was at your phone but is now ringing or is connected elsewhere Benefit e Ifyou 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 Description This is a special version of the Acquire Call feature that only applies to the last call at your extension Hunt Group Enable Disable F
325. e suppression is a technique used to make the best use of available bandwidth such as the connection over which the caller is listening not speaking Silence suppression works by sending descriptions of the background noise rather than the actual noise itself during gaps in conversation thereby reducing the number and frequency of voice packets sent on the network Background noise is very important during a telephone call Without noise the call will feel very unnatural and give a perception of poor quality Ensure that silence suppression configuration matches at both ends of the SCN trunk for correct operation and also for improved sound quality Compression IP Office supports a wide range of voice compression standards including G 711 G 729a and G 722 The method of compression can be either automatically established on a call by call basis or configured on an individual extension basis G 722 is supported on SIP Trunks the 9600 Series sets 96x1 Series Sets B179 Conference Phones IP Office Video Softphone 1100 1200 IP Phones and 3 party SIP phones G 722 is not supported for 5600 and 1600 Series sets Fast Start When fast start is supported by an IP extension this facility reduces the protocol overhead allowing an audio path to be established more quickly Out of Band DTMF When out of Band DTMF is configured on an IP extension the extension will signal to the other end of the connection which digits need to be regenerated by a loc
326. e system is in Night Service VMS Hunt Schedule Interval Allows you to determine when outside lines are covered by the Automated Attendant Options include all the time only during Day operation Night Service is off or only during Night operation Night Service is on Voice Mailbox Transfer Direct Allows you to transfer a call directly into a user s voice mailbox without ringing their extension Voice Messaging The system has Embedded Voicemail included as standard All extensions are automatically assigned a mailbox Embedded Voicemail also provides e A 2 port single level Automated Attendant e Separate Morning Afternoon Evening and Out of Hours menu greetings with time profiles e Dial by Name capability e Variable hours of storage Product Description 2013 AVAYA All rights reserved Page 52 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o 2 ports 15 Hours o 4 ports 20 Hours o 6 ports 25 Hours Up to three minutes per message e Fast Forward Rewind Replay and Skip capability e Voicemail to e mail capability Remote message retrieval e Visual Messaging on digital telephones only Wake Up Service This feature allows a system phone x10 to set a Wake up Call on behalf of another user e When a Wake up Call is scheduled the system will place an intercom call to the target extension at the scheduled time o Wake Up calls ring for approximately 30 seconds and overri
327. e two digit speed dial code from 80 through 99 The Personal Speed Dial numbers programmed for a particular extension are for use only at that extension On analog telephones a user will press the key instead of the Feature key then dial the 2 digit number System Speed Dial 1400 and 9500 Telephones only System Speed Dialing is a shared list of up to 100 frequently dialed names and numbers FEATURE 600 699 All users on the system may use these numbers by pressing CONTACTS and dialing the first few letters of the party s name System Speed Dial FEATURE 600 699 ETR and Analog Telephones only System Speed Dialing is a shared list of up to 100 frequently dialed numbers no name up to 28 characters in length All users on the system may dial a System Speed Dial number by pressing FEATURE or at intercom dial tone on a single line telephone and the three digit speed dial code from 600 through 699 Station Lock Unlock Station Lock helps to prevent unauthorized people from making outside calls from extensions Users enter a four digit code on their telephone dialpad to lock your extension To unlock the phone the user enters the identical code Station Message Detail Reporting SMDR SMDR is a call reporting feature that provides records of call activity It is commonly used in many types of business including Legal Contact Centers Sales and Real Estate Call reporting information allows users to Dete
328. e used with call log details Benefit e Through the call records group calls by account code for the purpose of call costing and tracking e Restrict outgoing calls by requiring users to enter a valid account code Description 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 Avaya one X Portal for IP Office In all the cases above the account code entered is included with the call details in the IP Office s call record output SMDR Authorization Codes Authorization codes
329. e will be automatically closed Interaction with the opened database is done through Structured Query Language scripts SQL An administrator can enter SQL script directly into the specific section of the Database Execute action For administrators that are not familiar with SQL scripts a script can be created automatically through the use of a SQL Query Builder Wizard Product Description 2013 AVAYA All rights reserved Page 372 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Using Text To Speech TTS Facilities within a Call Flow Text to Speech TTS can be used to further enhance IP Office IVR and call flow capabilities TTS facilities can enhance the callers experience by allowing the system to read back to them any information that has been extracted from a database For example in a book shop the caller dials into the system and is asked for an ISBN number of the book they require The caller enters the ISBN through the telephone keypad and the system locates the title of the book from the database As well as finding the title the system could also look up the author of the book and whether there were any books in stock By using TTS the system could now respond to the call The book Lord Of The Rings costing 6 99 written by JR R Tolkien is in stock It is also possible to use Text to Speech within call flows or auto attendants for announcements A call flow auto attendant can be enabled to read text th
330. e window in order of operator preference Management by exception is used to monitor 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 e BLF Groups This tab allows the operator to create and edit BLF groups e 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 o Alphabetic Keystrokes Begin directory search or O
331. e with all the bells and whistles Connect our IP telephones directly to your office LAN you can even take them home and get all the features you have at the office With Avaya IP Office a PC or laptop and an internet connection you can turn the screen of your PC into a telephone And our wireless solutions make it easier to roam the office With all of our IP Office capabilities our goal is to make your communications simple and cost effective Let your Avaya BusinessPartner put together a selection of tools and applications that s right for you Fine tuning performance How many calls are you handling an hour a day What are your peak calling periods How many calls typically turn into sales The Avaya IP Office reporting capabilities can help you measure and manage your availability and response to customers Day to day administration Once your system is up and running you will benefit from the graphical administration tools that simplify day to day tasks such as updating directories and moving telephone extensions Getting started Is your communications network ready for IP Office We ll make sure Avaya has created assessment and automated configuration tools to make sure that when your system is installed it s ready to meet your needs starting Day One Keeping ongoing management simple Concerned about needing extra resources to administer a system as powerful as IP Office There s no need for worry IP Office comes with a whole s
332. e zen jemamber me Oo 6 0056269 30 April 2008 15 15 06 Bs co A 0001905 22 April 2008 15 07 22 41s on poe a 46 pl 2008 151655 Forwandte Estensionfs 7 vee Message ant Number Namo AVAYA Manke 7675 ro exin9227 s ARNE i Fes T 9228 Exn9228 A 16 April 2008 15 16 55 8s M 9229 Exn9229 a X Delto 2 PutimFoler LS Hato Cat as mead a Forward M 9231 Exn9231 F saana an F des tree 7 CS T 9232 Extn9232 Select necta player daws ja Playe f 9233 Exin9233 zj Toe Po FE Poze 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 Once installed the system will require the following additional configuration e IP Office Power User Teleworker and Office Worker licenses for the number of users that will be configured to use UMS e Users selected for UMS support must be enabled by the system administrator in IP Office Manager e Each user must have a voicemail PIN code a blank PIN is not acceptable Product Description 2013 AVAYA All rights reserved Page 365 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Integration with Microsoft Exchange Server As part of UMS Voicemail Pro can integrate with the Exchange Server from Microsoft Each user with UMS enabled can be configured to use either the IMAP capability see above or the Exchange integration If the Exchange op
333. eader info Dst 192 168 42 1 Srce 192 168 42 203 vl 0x45 tos 0x00 len 40 id Oxaaa5 ttl 128 flg 0x02 off 0x0000 peol 6 TCP sum O0x7a0d TCP Header info DstPort 50794 IPO Monitor SrcPort 1039 Seq 1928386035 Ack 4156189367 Code 0x10 Header 5 Window 64874 Sum 0x667c Urgent 0 gt Simple Network Management Protocol SNMP SNMP is an industry 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 customer s 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 Product Description 2013 AVAYA All rights reserved Page 418 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 5 SNMPc Management Console F
334. eature e The ability for a user to enable or suspend their membership of hunt groups Benefit e Auser may need to temporarily join or leave individual hunt groups for example to cover a peak of calls without changing the system programming Description A 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 feature the User must be configured as a member of the hunt group by the systems administrator it is not possible for a user to arbitrarily join a hunt group that they have not been identified as a member of 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 amount 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 Avaya one X Portal for IP Office 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 Do Not Disturb DND This is the ability to temporarily stop incoming calls ringing at a user s telephone It will prevent the user from r
335. eature button e One programmable button Loop Limits e Maximum loop length 305 m 1000 ft on 0 5 mm 24AWG wire e Maximum loop length 790 m 2600 ft with SAPS option e Bridge taps not permitted loading coils not permitted Product Description 2013 AVAYA All rights reserved Page 221 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T7208 The T7208 telephone is part of the Business Series Terminals portfolio It has eight fully programmable buttons each with its own LCD indicator and a 1 x 16 character alphanumeric display to provide call progress information There are no display buttons soft keys on the T7208 The T7208 supports the following features External ringer interface Headset interface Handsfree interface Message waiting indicator visual ringing lamp LCD with tilt Display The one line by 16 character display on the T7208 telephone provides call progress information Each character is generated from a matrix of 5 x 7 LCD dots under control of a built in controller chip on the module Button Matrix The T7208 buttons are as follows Twelve dial pad buttons Volume control rocker type Hold button Release button Feature button Eight programmable buttons with indicators Loop Limits Maximum loop length 305m 1000 ft on 0 5 mm 24 AWG wire Maximum loop length 790 m 2600 ft with SAPS option Bridge taps not permitted loading coils not permitted Produ
336. eceiving 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 Avaya one X Portal for IP Office It is 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 Avaya one X Portal for IP Office Both internal and external numbers can be on the exception list Dial Plan IP Office has a very flexible numbering scheme for extensions hunt groups and feature commands While the system has default numbering for feature codes and extensions they can all be re defined Default extensions and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the IP Office Manager There is a default set of feature access short codes but these can be changed to whatever the end user requires within limits This is useful for example if IP Office is replacing a system where DND was accessed by dialing 21 it is possible to change the IP Office Short Code to mimic the code of Product Description 2013 AVAYA All rights reserved Page 245 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 the replaced system In certain countries IP Office can support a Secondary Dial Tone when an access digit is dialed though this limits some functionality like Alt
337. ecial intrinsically safe handset for usage in areas with high risk of explosions like coal mines refineries gas stations etc where e g a minor internal spark in the handset could otherwise ignite an explosion 3749 e DECT R4 is now available in additional regions especially in the CALA theatre Type approval has been achieved for Mexico Brazil and Argentina Please note that due to regulation separate power supplies are required and not all powering charging options may be available Please refer to the DECT R4 product description on support avaya com The cost efficient 4 channel base station compact offers a more economical solution for small installs of e g 3 base stations 10 handsets where 4 radio channels are sufficient Product Description 2013 AVAYA All rights reserved Page 158 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Overview The complete DECT R4 solution consists of the following Four wireless handsets 3720 3725 3740 and 3749 plus a line of accessories e Two 8 channel radio base stations with internal and external antennas with IP interface for usage with IP Office e A 4 channel Compact base station for small installs up to 5 can be used per system e An IP DECT Gateway to enable an IP connection with IP Office and ISDN connection with radio base stations e An appliance server for centralized functions like corporate directory and internal phonebook access simple text
338. ecific phone please check about availability Of course the standard End of Sale process will apply before any product is discontinued to make sure the channel has sufficient time to order required materials First generation 9600 telephones The first generation of 9600 IP telephones can be an alternative to customers especially if they are expanding installations that are using these telephones already A wide choice of models Color option Gigabit Ethernet versions e The 9620L 9620 C a member of the Avaya one X Deskphone Edition family is specifically designed for the everyday telephone user those who rely on multiple communications tools such as e mail and IM yet still require a high quality and intuitive telephone for voice communications The 9620L IP Telephone features a high resolution 3 45 inch 9 cm diagonal monochrome backlit display while the 9620C features a color display for even better readability The 9620L C support up to 12 call appearances administered feature keys with three concurrent line appearances visible at any time e The Avaya 9650 9650C The Avaya 9650 IP Telephone a member of the Avaya one X Deskphone Edition family is specifically designed for the navigator telephone user Navigators such as building receptionists and executive admin staff frequently manage calls for themselves and for groups of people The 9650 features built in button module functionality with one touch access to bridged appea
339. ed before starting the wallboard Product Description 2013 AVAYA All rights reserved Page 408 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Wallboard Licensing The Customer Call Reporter wallboard is based upon the number of supervisors licensed within CCR for each supervisor license purchased there can be one instance of the wallboard If five supervisor licenses are active on the system then five instances of the wallboard can be used throughout the business The wallboard logins do not have to be unique for example the system may have only one wallboard account set up within CCR but that same account can be used for as many supervisor licenses that exist on the system Optional Logo Optional Title Bar Monitor Table Background Image IP Office ma Marketina x Delete Showihide _ T wallboard PKL aA te ait tal elements list ce PTT RE Answered Calis Agents Logged On Answered Wallboard Queue with elements list E multiple statistics Queue with single Calls Waitin statistic x se CCC 0 Agent Productivity 1 Extn215 node 1 Extn2214 Soa Message Bar m i League Animation j sas nes will be closed 04 Full screen E amp Bene wouser IP Office Customer Call Reporter 8 1 5 34 AVAYA Save Logout Version changes Help packer Wallboard account name Custom Reports Contact Center Reporting Custom Reports IP Office provides the
340. ed number The following headsets are recommended Plantronics Voyager 520 Plantronics Voyager 835 Plantronics Explorer 390 Nokia BH 804 Nokia BH 904 SonyEricsson HBH PV740 Peltor M2RX7 WS4 SonyEricsson HBH PV702 SonyEricsson HBH GV435 SonyEricsson HBH IV835 Plantronics Voyager510 Plantronics Explorer665 Nokia BH 201 Jabra BT8010 Motorola H350 Motorola H670 Samsung WEP4102 Features known to be networking with DECT R4 handsets and the legacy IP DECT system are e Access of IP Office external directory e g LDAP e Get time and date from the system WML WAP access e SMS Messaging not a feature of the legacy IP DECT system Generally it is highly recommended to do a sample installation with one handset first before rolling out a larger set of DECT R4 handsets on a legacy IP DECT system Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 175 Issue 27 01 0 Thursday September 26 2013 DECT R4 Accessories and Site Survey Kits DECT R4 Accessories In addition to the standard chargers a number of high functionality chargers exist e Basic Charger o Charges one DECT phone 3720 and 3725 o Charge time 4 hours e Advanced Charger o Charges one DECT phone 3720 and 3725 o Supports easy replacement of telephones o Connected to configuration tool PDM Portable Device Manager via USB or Ethernet o Charge time 4 hours e Rackmount Charger o Same functionality
341. ed routers jumping over all the intermediary routers of the service provider s network Layer 2 Tunneling Protocol allow this to happen by facilitating a two stage authentication firstly with the service provider router then the customer router on the remote network Product Description 2013 AVAYA All rights reserved Page 312 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 13 Unified Communications Module Product Description 2013 AVAYA All rights reserved Page 313 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 13 Unified Communications Module With the Avaya IP Office Unified Communications Module UC Module material code 700501442 Avaya provides a single touch point for sourcing maintenance and support of application deployment The 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 Additional benefits include flexibility with application deployment such as Preferred Edition and the ability to expand ports user licenses for user productivity packages The UC Module comes preloaded with all Preferred Edition Voice Mail Pro server software images including a Preferred Edition license one X Portal software images and IM Mobility same as the Linux Applications DVD for external servers The UC Module will include an implicit Preferred Editi
342. ed to support the Avaya DECT R4 3720 and 3725 telephones The IP Office digital station interfaces support the Avaya 3810 telephone The Avaya 3600 Series wireless VoIP telephones are also supported With the hardware modules TCM8 DS16A and DS30A Nortel digital Mobility solutions are also supported e Third Party SIP Endpoints IP Office s integrated SIP Server supports third party SIP endpoints such as desktop telephones softphones and conferencing speakerphones For a complete overview over of supported telephones please refer to the Telephones 11 section of this Product Description Application and Feature Licensing Some IP Office applications and features require a license key Each license key is derived from the feature being enabled combined with the serial number of the Feature Key installed with the IP Office system IP500 and IP500 V2 systems use a mandatory Feature Key installed with every system Licenses are supplied in two forms time limited trial licenses and indefinite licenses Trial licenses allow applications to run in fully functional form for 60 days from the date of license generation after which time they cannot be used until upgraded at cost to the full license but can be ordered at any time during the product ownership For further details of the IP Office licenses including Trial Licenses refer to the Licenses 43A section Product Description 2013 AVAYA All rights reserved Page 14 IP Office
343. eir current and future needs On IP Office for Linux this includes e IP Telephones IP Office s integral H 323 server supports Avaya 1600 and 5600 Series IP telephones selected Avaya 9600 Series IP telephones Avaya T3 Series IP telephones Avaya 3600 Series wireless VoIP telephones and the IP Office Video Softphone Note In this release 96x1 Series phones are supported in lieu of 9600 Series phones e Digital Telephones IP500 digital station 8 cards and Combination Cards plus IP Office digital station 16 or 30 Expansion Modules support the Avaya 9500 1400 and 5400 Series of digital telephones and Avaya T3 Series telephones plus selected 2400 and 4400 Series telephones The TCM8 digital extension card as well as the DS16A and DS30A digital expansion modules support BCM Norstar T7000 Series telephones and other telephones and button modules The DS16B and DS30B modules can operate in either mode and support the same sets as the digital station 8 or the DS16A DS30A e ETR Telephones IP500 V2 ETR 6 cards support the Avaya ETR telephones as used on PARTNER ACS systems Essential Edition PARTNER Mode only e Analog Telephones IP500 Phone 2 Phone 8 and Combination Cards plus IP Office Phone 16 or 30 Expansion Modules support standard analog telephones faxes and modems with support for calling line identification and message waiting indication where these services are provided e Wireless Telephones Avaya DECT R4 base stations can be add
344. el This is a 3 5 mm stereo jack that can drive two external adjunct relays This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their system or standard telephone The port can control a variety of devices the most common being door strikes night bells lighting or voice recording systems Copy Settings This feature allows a System Administrator to copy extension specific programming from one extension to another When the Extension Copy operation is performed the destination extension will have the same properties as the originating extension Product Description 2013 AVAYA All rights reserved Page 42 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the Windows Manager PC application Dial Code Features F represents the FEATURE button e I represents the INTERCOM button e XX represents a system extension number e PP represents a Personal Speed Dial code e G represents a single digit group number e LL represents a system line number Feature Do Not Disturb Do Not Disturb Cancel m nin 9 or o a o Q re a rc njn Last Number Redial nn uI nm Call Forward Ha N TY 71 7 Bie Ble Account Code Entry Voice Mailbox Transfer Bie A Call
345. el Call moble 1550 x Calother 402 a 14 4 Page of1 gt pl Displaying 1 to 3 of 3 e Personal Directory This is the user s own directory of names and numbers The user can associate multiple numbers e g work home mobile etc with a name and select which number to use when making a call They can also edit and change the directory entries The personal directory can contain up to 100 entries The personal directory is common with the 1400 1600 and 9600 Series telephones as well as T3 telephones in selected EMEA countries o The Avaya one X Portal for IP Office user can add up to 4 additional tabs for personal directory contacts e System Directory This is the directory of names and numbers from the IP Office telephone system plus all the users and groups on the telephone system These entries cannot be changed but the user can copy a system directory entry into your personal directory and modify it e External Directory The system administrator can configure Avaya one X Portal for IP Office to access one external directory Active Directory LDAP Searching the directories is easy with the Personal Directory and the System Directory as you enter a name or number in the box at the bottom of the tab only matching directory entries will remain in view With the External Directory you must enter a name or number to perform a search The user can make a call directly from the directory gadget by clickin
346. ell phone style menu with access to most often used features like Call Forwarding Park Settings etc On screen status indication for activated features like call forwarding Speakerphone Full duplex speakerphone Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also supporting TTY acoustic coupler Message Waiting Indicator Yes also useable as a ringing call alert indicator Personalized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications Product Description 2013 AVAYA All rights reserved Page 120 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Centralized call log and contact application fully transparent between 9600 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office e Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls Please note that the Voice dial feature of the 9600 telephones on Communication is not available on IP Office e Access to company directory and Visual Voice applications on IP Office External Applications WML Application Interface Upgradeable Firmware Yes Expansion e 2 Adapter interface e USB 1 1 adapter e SBM24 Module interface for up to 3 x SBM 32 button expansion modules Note If more than one button module is used Power Class of phone needs to be switched to Power Class 3 Color Black Mounting Desk or wall mountable with optional wall mount adapter
347. els 2 keys with printed text labels Speakerphone Full duplex handsfree speaker and microphone Hearing Aid Compatible Through optional handset Message Waiting and call log Indicator Yes Personalized Ring Patterns Yes 8 ring patterns Embedded Applications Navigation Cursor Control Call signaling via LED and or ringer Alphanumeric entry via dialing keypad Color Graphite gray or polar white Mounting Desk or optional wall mountable Adjustable Desk Stand No Features for T3 UPN only Upgradeable Firmware No Optional Add Ons Up to 3 DSS Modules T3 Headset link for wired headsets Headset Socket No Optional headset add on available Connect to Digital Station DS port Power Supply From phone system Features for T3 IP only Upgradeable Firmware Yes Headset Socket Yes Optional Add Ons No Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit Codecs G 711 G 729a b QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support No IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Two port full duplex 10 100 BaseT Ethernet switch o Auto negotiation provided separately for each port o 802 3 Flow Control Product Description 2013 AVAYA All rights reserved Page 148 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T3 Classic This telephone is best suited for the Everyday User It is available in
348. em requirements later in this chapter IP Office Contact Recorder 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 system will automatically generate alarms showing system warnings Alarms are logged to IP Office Contact Recorder s database and held for a month before being purged The administrator can define specific Email addresses for alarms to be automatically forwarded to The 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 Contact Recorder allows replay of recordings by means of a browser based applicatio
349. en calling an extension that is busy press the Auto Callback softkey and the system will call you when extension becomes free the Automatic Daylight Savings Time This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time changes Turn this feature off if you live in an area without daylight savings time Automatic Extension Privacy Prevents other extensions with access to the same line from joining a call Use this feature for extensions connected to a modem fax or any device whose function can be disrupted by someone trying to join it Automatic Line Selection Specifies the order in which the system selects an available line intercom or outside when a user at the extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button For extensions with analog telephones set Automatic Line Selection to intercom first This enables analog telephones to access system features including intercom calling When users lift the handsets on analog telephones they hear intercom dial tone To access an outside line they must dial 9 Product Description 2013 AVAYA All rights reserved Page 40 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Automatic Voicemail Coverage Use this feature to program a button to turn VMS Cover on and off routing unanswered intercom and transferred calls for a users extension to the Call
350. ension 10 When a user dials 0 Extension 10 will ring Auto Attendants Multiple Sub Menus Emergency Greeting The system supports up to 9 Automated Attendants Sub menus A sub menu is the same group of selector codes as is used in an Auto Attendant Each Auto Attendant has its own greeting Morning Afternoon Evening its own language English French Spanish its own set of selector codes based on its time profile and separate VMS Hunt and Delay Schedules Each Auto Attendant supports its own Emergency Greeting announcement which can be remotely recorded and activated and plays before the Auto Attendant Greeting Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes to record greetings menu prompts etc Auto Dialing Enables a user to dial outside numbers extension numbers feature codes or account codes with a single touch by pressing a programmed button Three types of auto dial are supported e Auto Dial Outside e Auto Dial ICM internal extension e Auto Dial ICM Page voice signaling Automatic Callback When calling an extension that is busy press the Auto Callback softkey and the system will call you when extension becomes free the Automatic Daylight Savings Time This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time changes Turn this feature off if you live in an area without da
351. ent 5 x File Edit Actions Administration Help AR 2 BB 2 2 alu Taw a a ETa eS Database Open Oo Specific Start Points Modules gt Me date ISBN A mies gt Stat Point EY Database Execute Groups Next es SS Database Get Data a Short Codes g Database Close H Default Start Points E T Modules age BookShop_CurrentBt el HERRRE G etails age BookShop_CurrentBc Success 8 age BookShop_Search_ cause f amp tEnd e BookShop_SystemPr Emy age BookShop_Welcome age BookShop_Search_ Failure D Example Call Flow Utilizing Database Actions The database actions that are provided through the Voicemail Pro Client are 0 Database Open Opens a link to the required database Multiple databases can be accessed during a call but only one database can be opened at one time e Database Execute Provides the ability to enter a query on the opened database The query can Select data from the open database or can Insert data into the database e Database Get Data Provides access to the data that has been retrieved from a database through the Database Execute action The user can retrieve the next item previous item first item in the list or the last item in the list e Database Close This action will close the current database If the database is open when a call terminates then the databas
352. ents Agent3 7 Agents Ringing E Average Fr Average d Agents Ans Time P Answered 7 Answered Average V Queue F Calls IntQueue Calls Ans State T Waiting 1 2 60 00 00 09 2 3 6 39 00 00 03 al 6 Ans Call Share Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 404 Issue 27 01 0 Thursday September 26 2013 Call Statistics The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a call has been within the business Statistics are measured against also refer to the table below e Queues Points in the call center where a queue forms such as hunt groups e Agents Individuals that are members of queue groups who answer the calls Statistic Full Name Available for Call Type Warning Include Alarm Overflow Type System Queue Agent Total Ext lt Agents Ringing 47 4 4 VO Answered Calls x4 4 x4 IN O MEMEA Queue O BEM Queue o BMMM Queue Average Answer 7 7 74 4 v Average Answer Time J 7 7 4 Average Wait Time 7 7 74 Busy Not Available 7 7 Calls Waiting 7 747 74 LV Current Wait Time 7 7 Grade of Service 7 7 v internal Made 7v Longest Wait Time 7 7 7 Lost Cas y y gy New Messages 7
353. eplacement part numbers for the AIWS2 products In addition a front mounting kit and a reverse mounting kit will be introduced For installation and maintenance this server is managed by a PC using Windows Internet Explorer 7 0 or above and Sun s Java Runtime Environment Several variants of the server are available All Servers come fully installed and preloaded with licenses so no extra installation is needed There is no upgrade available from e g Basic to standard Product Description 2013 AVAYA All rights reserved Page 166 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Basic Basic Standard OAP NTP Server X X X X IP Office can also act as NTP Server Access To Corporate Directories LDAP on CM TFTP on IP Office IP Office amp LDAP Central IP Office phonebook is also supported directly Netpage Web Messaging Software Download Over The Air up to 32 up to 120 handsets handsets Software Download Via Advanced Rack Charger up to 32 up to 120 handsets handsets Centralized Handset Configuration Over The Air X X up to 32 up to 120 handsets handsets Centralized Handset Configuration Via Advanced X X Rack Charger up to 32 up to 120 handsets handsets Virtual SIM Card X X up to 32 up to 120 AIWS as Protocol Converter handsets handsets Product Description 2013 AVAYA All rights reserved Page 167 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013
354. eptember 26 2013 Wake Up Service This feature allows a system phone x10 to set a Wake up Call on behalf of another user When a Wake up Call is scheduled the system will place an intercom call to the target extension at the scheduled time ie O Wake Up calls ring for approximately 30 seconds and overrides DND If the target extension is busy on a call or has an alerting call the Wake Up call is delivered to the phone as an intercom call If the Wake Up call is answered the user will hear Music On Hold if it is active otherwise they will hear silence If the Wake Up call is not answered the system will make a 2 4 attempt 5 minutes later e Ifthe call is not answered after the 2 4 attempt then the Wake Up call is abandoned A scheduled Wake Up call occurs once in a 24 hour period Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 81 Issue 27 01 0 Thursday September 26 2013 Chapter 5 Supported Platforms Product Description 2013 AVAYA All rights reserved Page 82 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 5 Supported Platforms The following platforms are supported e IP500 e IP500 V2 e IP Office for Linux Server Edition Virtualized IP Office Some features are only supported on the IP500 V2 platform as summarized in the following table All other features are supported on all platforms Feature IP500 IP500 V2 Server Edition a a a ee e
355. er 26 2013 Accessing Database Information within Call Flows IVR Voicemail Pro provides 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 using 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 delivered to specifically meet the requirements of the business and the customer experience that is required Example interactive systems that can be built as a result of these facilities include Information bulletin boards order taking and order processing systems front end systems to help desks support desks contact centers secure access to information through PIN checking survey systems remote time sheet management etc The ability to interact with database information is enabled through the purchase of the IP Office Advanced Edition The Voicemail Pro Client supports four Database Action Icons which can be implemented into the Voicemail Pro call flows The entry of the IP Office Advanced Edition license will enable the Voicemail Pro server to use these actions in call flows W Yoicemail Pro Cli
356. er ID Name Display m N TITIT afu mn Call Coverage es n N Station Unlock aller ID Log ua bu T Message Alert Notification nm nm Contact Closure 1 N 4aieiaimiamina T al IKISIXIS Ss 1DIXIX X a XX s X w s 8 s alo Lio eji Olli o 0o x 3 o m x lt SD Card Serial Number Personal Speed Dial DND Override Numbers Voice Announce to Extension Call Park to own Extension fe 0 MvO gt fe fe fe O un o lt lt lt 0 cs 9 9 9 a A A 13 7 3 lt co o 0 o O g 5 a 0 3 3 3 3 3 3 3 4 a o E Z 3 v z 2 3 a O 3 wh T Vio o ry e O o 5 o ea D Pio ln mn a a D 0 a aig rs 5 z D aul Q 0 0 9 215 e o a 3 o ao N cE O a 7 o D 935 new 938 new nmin N Direct Inward Dialing DID Use this feature to have Direct Inward Dialing DID numbers on a PRI T1 or SIP line routed automatically to a specific extension hunt group or calling group When a Direct Inward Dialing DID call arrives the system collects the digits from the T1 service provider that is the number that was dialed and matches the number to a DID Mapping Table you created If the incoming number matches an entry in the DID Mapping table the call rings at the matching extension or hunt group Product Description 2013 AVAYA All rights reserved Page 43 IP Office 9 0 Issue 27 01 0 T
357. er accounts are on all systems including the Application Server Product Description 2013 AVAYA All rights reserved Page 17 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Username and Password Username and password support to login to the various IP Office clients Softphone one X Portal one X Mobile Flare etc A system wide user password policy can be applied and the ability for a user to manage their password Users can change their password from one X Portal SIP TLS Secure SIP is supported for trunks and extensions Identify Certificates Server Edition extends the capability to securely distribute the IP Office identity certificate You can now have a single certificate for the Server Edition supported on the Linux server TLS SRTP for Remote Clients via Avaya SBCE Release 9 0 provides support for the Avaya Session Border Controller for Enterprise SBCE This appliance allows remote user endpoints to register with the IP Office via the back to back user agent of the SBCE This allows for the following clients to utilize SRTP for encryption of the data stream and TLS to support call control and signalling e Flare Experience iPad e Flare Experience Windows e One X Mobile Preferred for Android e One X Mobile Preferred for iOS Music on Hold Music on Hold now supports alternate music sources on Primary Server Secondary Server and Linux expansion systems Server sources include locally stored single WAV f
358. er may install and use each copy of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the Server s does not exceed the performance capacity pecified for the Software End User may not re install or operate the software on Server s with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee Named User License NU You may i install and use the Software on a single Designated Processor or Server per authorized Named User defined below or ii install and use the Software on a Server so long as only authorized Named Users access and use the Software Named User means a user or device that has been expressly authorized by Avaya to access and use the Software At Avaya s sole discretion a Named User may be without limitation designated by name corporate function e g webmaster or helpdesk an e mail or voice mail account in the name of a person or corporate function or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software Shrinkwrap License SR You may install and use the Software in accordance with the terms and conditions of the applicable license agreements such as shrinkwrap or clickthrough license accompanying or applicable to the Software Shrinkwrap License Product Description IP Office 9 0 2013 AVAYA All rights reserved
359. ernal music on hold sources connect to the 3 5mm Audio socket on all IP Office control units or configured analog extensions Park As an alternative to placing a call on hold a call can be parked on the system to be picked by another user The call park facility is available through the user s telephone Avaya one X Portal for IP Office 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 dialing the park slot number On digital telephones with DSS BLF keys it is possible to program Park keys 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 re presented to the extension that originally parked the call Automatic Callback Feature e 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 e 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 Benefit e Carry on with other work and let the system initiate a call for you when the extension becomes available Description Depending on the type of phone a user has call back when free is accessed
360. ernate Route Selection ARS IP Office can also be configured to work without line access digits by analyzing digits as they are dialed and determining if they are for an internal number or should be sent out on a line this is valuable in SOHO installations where users will not necessarily be used to dialing an access digit for an outside line Paging All Avaya digital and IP telephones 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 telephones or groups of telephones 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 telephones 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 Intrude The 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 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 call Inclusion This feature enables se
361. ernet Ports Two port full duplex 10 100 BaseT Ethernet switch o Auto negotiation provided separately for each port o 802 3 Flow Control Product Description 2013 AVAYA All rights reserved Page 149 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T3 Comfort This telephone is best suited for the Executive as well as the Receptionist Assistant User It is available in Europe only Note that the T3 IP Comfort is no longer available for new sales Common Features e Display 17 lines x 40 characters Integrated keyboard e Fixed Feature Buttons 5 preprogrammed keys with printed text labels and 2 for Audio Volume control e Programmable Feature Buttons 6 preprogrammed keys with indicators and printed text labels 6 preprogrammed keys with printed text labels 10 user programmable keys with associated display labels e Speakerphone Two way handsfree speaker and microphone e Hearing Aid Compatible Through optional handset e Message Waiting and call log Indicator Yes e Personalized Ring Patterns Yes 8 ring patterns e Headset Socket No Optional headset add on available e Embedded Applications Navigation Cursor Control Call signaling via LED and or ringer e Optional Add Ons Up to 3 DSS Modules T3 Headset link for wired headsets e Color Graphite gray or polar white e Mounting Desk e Adjustable Desk Stand Display adjustable Features for T3 UPN e Upgradeable Firmware No e Optional Ad
362. erved Page 377 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Product Description 2013 AVAYA All rights reserved Page 378 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Call Recording IP Office Preferred Edition and Voicemail Pro also offer call recording services that allow the automatic 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 box 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 Contact Recorder for IP Office An option allows to detect a tampered 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 resources are not available then a recording may not be taken for example all voicemail ports are busy 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
363. ervisor 1 03 20 2012 Extn8601 Shift 00 00 00 Lunch 00 00 00 Breaks 00 00 00 Calls Answered 1 Connected Outbound 0 No Answer 0 Talk Time Inbound 00 00 05 Outbound 00 00 00 Total 00 00 05 Avin 00 00 05 Av Out 00 00 00 Av Total 00 00 05 Performance APF 100 00 Av Ans Time 9 0 Group Summary Calls Answered 1 Connected Outbound 0 No Answer 0 Talk Time Inbound 00 00 05 Outbound 00 00 00 Total 00 00 05 Avin 00 00 05 Av Out 00 00 00 Av Total 00 00 05 Supervisor Wallboard Customer Call Reporter 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 e A scrolling message board for important messages during the course of the working day e 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 colors 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 Wallboard Requirements e The wallboard can run on all the supported browsers for Customer Call Reporter e Microsoft Silverlight is a required plug in that can be download
364. es one X Mobile Essential Mobile N Supported OS Posted Application Name Download site iOS 3 2 and above Avaya one X Mobile Lite Apple App Store Android OS 2 1 and Android above Avaya one X Mobile Google Play Store Blackberry Blackberry OS 5 6 or 7 Avaya one X Mobile Blackberry App World Windows Windows Mobile 5 or 6 Avaya one X Mobile for Windows 4 y pp Symbian OS S60 3 2 Avaya one X Mobile for Symbian Product Description 2013 AVAYA All rights reserved Page 390 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Mobile Call Control This 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 Essential It allows any mobile phone user to access IP Office features without using the one X Mobile Essential 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 dial
365. es gt CP3 COM Methods gt CP4 se oe 1_DialByName i User Variables CP6 982 1_GetMail CP7 2 1_TimeOIDa y C Expand Line 1 Remaining Characters 10000 cps og 1_Weekend cp9 S 364444 var mou oe andytest2 PRU cP12 iy CP13 Data Modified Local amp CP14 VB Scripting is enabled by the IP Office Advanced Edition license Product Description 2013 AVAYA All rights reserved Page 374 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Extended Personal Greetings In INTUITY emulation mode the Voicemail Pro system has the ability to hold a number of greetings within each user s mailbox that can be played to a caller In addition to the standard mailbox greetings the extended personal greetings provide the ability to present the caller with a greeting that reflects where the call has come from internal or external or why the called party is unable to take the call A mailbox user can configure the responses played back to the caller based upon the reason the caller was routed to the voicemail The supported call states are e Busy Engaged The user is currently on a call and unable to accept a second call e No Reply The user is away from the desk and unable to take a call e Internal A greeting to be played to internal calls External The greeting to be played to external callers e Out Of Hours The greeting played when a hunt group is operating out of hours Ou
366. es such as a personal directory key lock handsfree speaker back light display and keypad vibration notification e Maximum site density is two 2 base stations each accommodating up to four 4 handsets e Nickel metal hydride battery delivers 4 to 5 hours of talk time or 36 hours of standby time e Convenient features such as speaker phone vibrate mode 20 name directory out of range alert message waiting and signal strength indicator e Accessories include a belt clip handset charging cradle external battery charger and AC adaptor Product Description 2013 AVAYA All rights reserved Page 191 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Digital Mobility Solution The Digital Mobility Solution is a modular wireless voice communication system that is based on the Digitally Enhanced Cordless Telephony DECT technology The Digital Mobility Solution scales from 1 to 64 users and covers an area up to 1 5 million square feet for true campus wide mobility The solution consists of the following components ff Up to 6 per basestation Handsets Digital Mobility Controller 080 081 DMC 080 supported in North America DMC 081 supported elsewhere Digital Mobility Controller 320 321 DMC 320 supported in North American DMC 321 supported elsewhere Basestation 4 channel Repeater 2 channel or 4 channel Handsets 3X16 displays Handset Accessories OA amp M Package Service Tool H W amp S W
367. escription 2013 AVAYA All rights reserved Page 144 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1616 IP Telephones and 1416 Digital Telephones This telephone is best suited for the Receptionist Assistant User Communication Manager J 1616 Es 1616 1 Z R6 v 1416 v in future On the 1600 line only the 16016 I version with improved display is available today The Avaya 1416 1616 supports 16 line appearances feature keys on the phone itself and up to 3 x 32 button expansion modules providing access to a total of 112 line feature keys or speed dial buttons This will satisfy the needs of even the most demanding secretary or receptionist Each of the buttons features a dual LED red green providing explicit status for the user For a familiar look and feel the 1416 1616 includes several fixed feature keys for common telephone tasks including conference transfer drop hold and mute In addition the 1416 1616 includes a high quality two way speakerphone and supports a broad portfolio of Avaya wired and wireless headsets through its integrated headset jack The 1416 1616 features a context sensitive user interface along with three softkeys and a four way navigation cluster ideal for scrolling through the local contacts list or call logs The display on the 1416 1616 measures four lines by 24 characters and is adjustable for optimum viewing angle Additional caller related information is displa
368. esent in the SIP Tel URI consistent with the behaviour of previous releases If the checkbox is set the caller ID present in the From SIP URI will be used instead Turn off OPTIONS if registration can do keep alive Some service provider implementations utilize registration to maintain the status of lines instead of OPTIONS OPTIONS requests are sent to regularly check if the SIP Line is in service It is possible to send frequent REGISTER requests to keep the line in service rather than using OPTIONS Fax G711 pass through mode including SG3 Super G3 fax machines utilize higher speeds than normal G3 or earlier fax machines In order to broaden IP Office fax support IP Office now supports Super G3 fax transmission This includes Fax Transport support for sending and receiving of faxes over G 711 IP Office will detect fax tones in G 711 calls between Super G3 fax machines IP Office should support nonce caching for proactive inserting SIP credentials in outgoing SIP requests Traditionally IP Office sends the Authorization Proxy Authorization only if the network specifically requests this for one IP Office request Now IP Office will cache the nonce received with the challenge or with the Authentication Info header IP Office will use the information for proactively inserting the SIP credentials in all the outgoing SIP messages Product Description 2013 AVAYA All rights reserved Page 272 IP Office 9 0 Issue 27 01 0 Thursday September 2
369. esignating which hunt groups will be reported upon by IP Office Customer Call Reporter Any hunt group that contains an agent who is not properly licensed will not be able to retrieve any reporting on that group real time or historical IP Office Customer Call Reporter Server Operating System Requirements The IP Office Customer Call Reporter services are supported on the following operating systems only 32 bit versions are supported unless stated otherwise Microsoft Windows Server 2003 SP2 Microsoft Windows Server 2003 R2 0 Microsoft Windows Small Business Server 2003 R2 e Microsoft Windows Server 2008 SP2 32 bit and 64 bit IP Office Customer Call Reporter Server Hardware Requirements The minimum server specifications are as follows e IP Office Customer Call Reporter server Intel Pentium D 945 core AMD Athlon 64 4000 with 2GB RAM and 30 GB free hard disk space Note The IP Office Customer Call Reporter server can co reside with a Voicemail Pro of less than 17 ports IP Office Customer Call Reporter Client Components The client application consists of a secure thin client web browser session to the IP Office Customer Call Reporter server that will provide the Supervisor or Agent with a complete view of the Call Center IP Office Customer Call Reporter Database The database has been designed to provide a simple table schema The database is a Microsoft SQL Server 2008 instance and the IP Office Customer Call Reporter will be
370. et 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 e mute unmute a party oneself e mute unmute all e drop a party from the conference e hold the conference while others keep talking e record the conference e drop all parties in a conference e lock unlock a conference meet me conference only e Loudest speaker detection in an active conference meet me conference only Call Log Gadget Call History The call log displays details 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 Product Description 2013 AVAYA All rights reserved Page 320 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 centralized and also available on the desktop phone Calls are ordered in 4 tabs e All all calls e Incoming e Outgoing e Missed Call Log All RA Incoming amp Outgoing 4 Missed Type From Time Length Calls Ai By Extn203 203 28 Jun 2 49 08 PM Os 2 amp RA Extn203 203 28 Jun 2 49 18 PM Os 1 RA Extn201 201 06 Jul 3 41 49 PM 8s 1 A Extn402 402 06 Jul 8 48 33 PM 8m 1 Clear Log Each tab can be ordered by name number time of the c
371. et of graphical tools to keep ongoing management simple Does my current phone system give my business what it needs If it is based on old technology probably not Your competitors will react faster and appear more professional with the latest in communications software IP Office delivers the capabilities that allow you to keep up with or overtake the competition Do I need to understand the technology to implement it No IP Office is designed specifically to give you more functionality without making more demands on your resources Rely on your certified Avaya BusinessPartner for support before during and after your purchase We ll take care of you so you don t have to worry Do I need to spend a lot Not at all You have choices based on your budget needs Easy leasing or financing plans not only make this affordable they help you quickly cut monthly expenses immediately And you only have to buy lease what you need when you need it Is IP technology established and reliable Yes With over 170 000 systems and 6 Million users worldwide Avaya IP Office has the track record businesses like yours can rely on Customers like you are saving money and boosting productivity and many are managing IP Office themselves I have old systems but am adding an office Should I consider newer technology Not only would this be a way for you to experience the rich functionality of the latest communications applications but we may be able to network
372. et operation Embedded Applications None e Upgradeable Firmware DS telephones No IP telephones Yes Expansion None e Color Multi gray Mounting Desk or wall mountable Product Description 2013 AVAYA All rights reserved Page 200 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Adjustable Desk Stand No Requirements for 5402 and 2402 Connect to Digital Station DS port Power Supply From phone system Requirements for 5602 SW and 4602 SW Power Supply IEEE 802 3af Power over Ethernet PoE or individual power supply unit Avaya 1151 Series Codecs G 711 G 729a b QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Two port full duplex 10 100 BaseT Ethernet switch for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times Product Description 2013 AVAYA All rights reserved Page 201 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 5410 5610 SW 2410 4610 SW Telephones These telephones are best suited for the Receptionist Assistant User Telephone Works on IP Office and Communication Manager 5610 SW 4 X 2410 i i 4610 SW 7 J Note that the 4610 is no longe
373. eved tron P Office autcesefuly 1P500 V2 Version 8 0 27240 Has hear e installed Controt Unit IF 580 Va internal Moduer COMBORD1OVATIN COMB OGIVA ammmon Note Verser Featuce Ky Local 1212146108 Y Active Avallatle rective Name Active Opan Hour 216 80 amp 32 System into ration Avie 1200 Pu Adengant t Anemoon aag put Me PO A At 1200 PM Chuded Fram Directory Mone Amertant2 559 PM IFA 1411470064 Forvardng Mone ats 1200 PM bin Calla Mine Atteetant Anemoon 5 40 pa g Sarthe Wee 245 248 248 128 ing Coil Dina Otewsy 6009 Tyrian Locye Unted kagiom Afternoon gah ORY Featui eo Configured Calling Group 1 A Ablowad List 1 Cuyigr Swing Off n Calling Group 2 Atowed List 2 tren Tene I per Phone Line Calling Group 3 Adlowed List 3 mous 0 faternsione Calling Group 4 Allowed Lit Conrecietd lt Literas 10 x Web Manager main screen Product Description 2013 AVAYA All rights reserved Page 56 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hardware Control Unit Norstar Mode software runs on the IP500 V2 control unit A Norstar Mode SD card or IP Office Essential Edition A Law SD card is required and is installed in the rear of the control unit providing operating software Feature Key Licenses and directs the system to boot up in Norstar mode or Quick Mode An optional SD card may be installed in the optional SD card slot providing redundant backup and system upgrade capabilities
374. eventually completely replaced by DECT R4 e Digital Wireless North American market e Avaya VoIP WiFi Solution offered worldwide in selected countries including North America EU countries and selected others IP Office supports the following VPN remote phone solutions e VPN phone functionality on all supported 9600 telephones VPN functionality is an integral part of the 9600 software that does not require a separate software load VPN phones require an IP end point license and at minimum an Essential Edition license Product Description 2013 AVAYA All rights reserved Page 152 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 D100 The D100 SIP Wireless Terminal is a cordless phone system that is adapted for IP Office The D100 solution delivers the productivity boosting benefits of IP and wireless communications across multiple offices in a convenient lightweight handset It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users A single base station can support up to eight 8 handsets each of which can support up to five 5 simultaneous calls Each IP Office can support up to four 4 base stations The D100 base station and D160 handset extensions are configured using IP Office Manager Use System Status Application to administer the D100 and view its details While some administrative options are available via the handset the preferred metho
375. expensive hotel calls Twinning and Mobility Twinning allows a primary extension and a secondary number extension or external 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 Please refer to the Mobility Chapter 384 for more details Internal Twinning This 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 twinned phone the call will appear to have come from the primary phone Other users of the system need not know that the 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 e Follow Me To e Follow Me Here e Forwarding e Do Not Disturb inc exceptions e Context less hunt group actions Membership Service Status Fallback Group configuration e Voicemail On Off Access e Call Log Central Call Log for T3 and 1600 telephones only e Redial Central Call Log for T3 and 1600 telephones only e Personal Directory Entries for T3 and 1600
376. ey Labels Icons and text used on fixed feature keys e Feature Menu Mobile cell phone style menu with access to most often used features like Call Forwarding Park Settings etc On screen status indication for activated features like call forwarding e Speakerphone High quality two way handsfree speaker and microphone e Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also supporting TTY acoustic coupler e Message Waiting Indicator Yes also useable as a ringing call alert indicator e Personalized Ring Patterns Yes 8 e Headset Socket Yes e Embedded Applications o Centralized call log and contact application fully transparent between 1408 1608 1416 1616 phone 9600 telephones and Avaya one X Portal for IP Office o Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls e Access to company directory and Visual Voice applications on IP Office e Upgradeable Firmware Yes e Expansion Module interface e 1616 For up to 3 x BM32 32 button expansion modules Note An external power supply is needed for all installs with more than 1 button module e 1416 for up to 3 x DBM32 32 button expansion modules Note An external power supply is needed in any case Note While the 1416 supports three DBM32 availability of the DBM32 will be slightly delayed compared to availability of 1416 e Color Black e Mounting Desk or wall mountable with optional wa
377. fer the choice of 3 display language e US English e Canadian French e Latin American Spanish Each individual extension may select their own language Display SD Card Feature Key ID Displays the SD Card Feature Key ID on any display telephone Display System IP Address Displays the IP address currently assigned to the IP500 V2 system Display System Release Displays the software release running on the IP500 V2 system Distinctive Differentiated Ringing The system provides different ring patterns for external calls internal calls and transferred calls Do Not Disturb Use this feature to be able to press a programmed button to prevent incoming calls for the extension from ringing lights still flash When Do Not Disturb is on outside callers hear ringing while inside callers hear a busy signal Calls are immediately sent to your voice mailbox Do Not Disturb Exceptions Allows a user to input a list of up to 20 telephone numbers and or internal extension numbers that will ring at the users station when Do Not Disturb is activated Doorphones A doorphone is usually placed near an entrance to screen visitors You can connect up to two doorphones to the system Emergency Phone Number List Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions provided they have access to an outside line Typical list entries include fire police and emergency
378. fers 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 If used in combination with the Avaya one X Portal for IP Office application the 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 Video Softphone can be found in the chapter User Call Control Applications 31 Mobile Messaging means managing your voice messages together with email messages using the mobile cell 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 cell phone like for example Outlook Mobile on Windows Mobile devices Mobile Messaging 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 Avaya one X Portal for IP Office mobile cell p
379. ffer SME Technical Support for Partners will remain available on legacy products including IP Office Release 8 0 and earlier versions IP Office Support Services is recommended but it is not mandatory Avaya Maintenance Lifecycle and Warranty Information Avaya IP Office Support Services complements standard Avaya maintenance life cycle and warranty policies which are posted on support avaya com Additional Avaya IP Office Support Services Information For additional details of the new Avaya IP Office Support Services offering please refer to the Global Offer Definition document and other launch materials located at http portal avaya com ptlWeb gs services SV0578 On Boarding Automation The new maintenance offer for Avaya IP Office Support Services requires the completion of some simple administrative steps to facilitate service delivery On boarding of the specific IP Office system is required to create an installed base inventory record in the Global Registration Tool GRT and where supported and requested the establishment of SSL VPN remote connectivity into the Avaya support infrastructure termed technical registration To create a more streamlined and integrated process several automation elements have been added to the On Boarding process within Web Manager and made available for use with IP Office Basic Standard and Server editions The On Boarding option in the Tools drop down menu opens up the On Boarding page
380. ffer elements for Multiple service delivery SME and Mid Market options available Industry standard support model at a fixed price IP Office Support Services Key Offer Benefits Partners protect their customers with a Maintenance Support offer upfront at point of sale Remote Technical Support Hardware and Software Consistent Major Software Upgrades Same offer elements for a SME and Mid Market Software Patches and Updates One low service rate regardless of product complexity or number of calls Wholesale and Co Delivery options z Business Hour Support 8x5x5 or Any Time Any Day Support 24x7x365 Flexible Enhanced remote connectivity SSL VPN for faster resolution Partner or customer can call Avaya 1 3 or 5 year prepaid terms No required attech Multiple service delivery options available Easy to quote use Price Catalog Distributor Tools EZ Quote or EC Voice Simple Easy to order use existing SME order forms mdusty stendard Tools and Process enhancements delivered with launch support model a Limited material codes Applies to IP Office 8 1 and is available throug authorized partners and 2 Tier Distribution older releases remain on BOH Product Description 2013 AVAYA All rights reserved Page 424 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Note IP Office Support Services will be the only Manufacturers Support Offer available in this and future releases The Block of Hours o
381. ffice SARI Certification Unlike IP DECT DECT R4 does not require licensing However you still need to know the necessary number of VCM channels on IP Office To uniquely identify a single system e g to generate a PARK code one SARI certificate Secondary Access Rights Identifier is required once per DECT installation to identify the system The SARI is printed on paper and must be ordered separately Generally each system requires its own SARI to e g avoid cross usage of phones While not recommended a single customer with several sites but non overlapping base stations could use the same SARI certificate A base station can be added and changed without any problem Product Description 2013 AVAYA All rights reserved Page 159 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP DECT Radio Base Station 1 IPBS1 The DECT R4 Radio Base Stations are used with IP Office only You can have up to five base stations per system Each station connects directly to a LAN switch using Ethernet cabling The DECT R4 Radio Base Stations can either be powered by Power over Ethernet or by using external power supplies that are available as accessories Each standard DECT R4 Radio Base Station can handle up to eight concurrent calls while each Compact Radio Base Station can handle up to 4 concurrent calls A special protocol called on air synchronization ensures that active calls are seamlessly handed over from one DECT R4 Radio Base Sta
382. ffice Preferred Edition IP Office Essential Edition Voicemail Pro Embedded Voicemail Number of No Limit Limited only by IP Office Limited only by IP Office configuration Mailboxes configuration supported Maximum Number Up to 40 dependent on license 6 simultaneous calls on IP500 V2 of Concurrent Calls 4 simultaneous calls on IP500 ports Recording Time PC dependent Requires 1MB per minute IP500 V2 2 ports Up to 15 hours 4 ports Up to 20 hours 6 ports Up to 25 hours IP500 Up to 15 hours Product Description 2013 AVAYA All rights reserved Page 382 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Features Runs as a service Multi lingual support Voicemail for Individual users Voicemail for Virtual users Voicemail for Hunt Groups Group Broadcast Unified Messaging Service UMS Integration with Microsoft Exchange Server Capable to interact with Blackberry solution Resilience and Backup Small Community Network Operation Centralized Voicemail Services Distributed Voicemail Servers in an SCN Voicemail Ringback Voicemail Help TUI Message Waiting Indication Visual Voice interactive menu on phone display Personalized Greeting Extended personal Greetings Continuous Loop Greeting Forward to Email Copy to Email Listen To Email Text To Speech Send Email notification Unified Messaging Service UMS Save Message Delete Message Forward Message to another Mailbox Forward to Multiple
383. fice If equipped with an audio device with hook switch control IP Office Video Softphone allows calls to be made or answered even when the screen saver of a PC is activated and the PC is locked Until the PC is unlocked no screen will be shown but ringing calls can be accepted through e g a headset with hook switch Licensing and Provisioning IP Office Video Softphone forms part of the Teleworker or Power User profile A user can log onto the IP Office Video Softphone using their normal username and password License entitlement will be checked against that user before the login is accepted Unlike Avaya hard telephones IP Office Video Softphone does not require an Avaya IP Phone License to work on IP Office While the IP Office Video Softphone is a thick client application it is extremely easy to install and provision Installation of the application on a standard PC requires minimal to no configuration as all provisioning of the product is done from the IP Office as a provisioning server If a DHCP server is present and set up correctly Softphone will completely configure itself The user only needs to enter the username and password to get connected If DHCP is not available the user needs to enter a single IP address of the IP Office all other parameters will be set automatically IP Office Video Softphone can be set up so that when the PC starts up the application is automatically started with the default username and password
384. fice allows the user to create sets of call redirection settings Through the configuration tab the user can create different Presence entries and associate different rules to each such as forwarding to a different number or Do Not Disturb In case of Do Not Disturb the user can establish a list of numbers DND exceptions from whom the user wants to receive calls Product Description 2013 AVAYA All rights reserved Page 323 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 My Buddy The Directory gadget provides each Avaya one X Portal for IP Office user with a MyBuddy icon 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 has a status message of Type help for a list of commands A user can type in commands for call management to place a call find a person list missed calls etc World Clock Gadget The World Clock gadget shows you the current time in different time zones previously selected Agent Control Gadget If the user is also a Customer Call Reporter agent this gadget is displayed Users can use it to see their current agent state and change that state e In Agent Control Gadget Agents are offered the ability to set their state as e Available e After Call Work e Busy Not Available It can also be used to change the membership status in the different Customer Call Reporter queues to which the
385. figuration and deployment e Scaling to accommodate future growth requirements e Networking expertise not required at the customer site No IT admin required at the customer site e No requirement to open holes in the firewall Firewall agnostic as the connection is initiated from the customers site to the Gateway e Connection can be Always ON or can be initiated via Dial Up or Phone e Facilitation of remote configuration management monitoring diagnostics and upgrades Operation of SSL VPN Remote Access IP Office software includes an embedded SSL VPN client On the server side should the partner decide to host the server side the partner will need to install a server VM and install the Avaya VPN Gateway AVG software The Partner will establish the SSL VPN Gateway configuration on the IP Office so that the IP Office can trigger a secure tunnel back to the Gateway A username password is setup during the configuration step for security purposes A second level of security is also provided with a server side certificate authentication A radius server will then validate the username password upon connection request initiated from the IP Office Once the credentials are validated the secure remote access is established System Requirements At a minimum the partner needs to ensure that a broadband connection is available at the customer site A partner deciding to host the server side can purchase scale as you go th
386. ful and consistent communications experience for the end user across a variety of devices and interfaces Avaya one X solutions provide Intelligent Access to Intelligent Communications driving enhanced productivity and competitive advantage Avaya one X Deskphone Value Edition also called the 1600 Series of IP telephones is a family of cost effective IP Telephones designed especially around the needs of the Small and Mid Size Business customer For users of a digital solution the 1400 Series of Digital telephones offer the same functionality and consistent communication experience on a line of digital telephones giving customers the choice to select the right solution regardless of the method of connection The line of 1600 telephones has been further enhanced with the 1600 I Series providing an easier to read graphical display with white backlight consistent with the displays of the 1400 family Designed with the reliability you expect from Avaya one X Deskphone Value Edition telephones provide critical features and capabilities not often found in competitively priced models The family of 1400 1600 telephones consist of three models designed around different user needs e The 1403 1603 phone is designed for the Walk Up user and basic Everyday user For a Walk Up scenario the 1403 1603 is used common areas in offices stockrooms lobbies or drop in desks Users can be building visitors employees or even customers who need a phone with
387. g Where organizations are operating a number of voicemail systems across different sites it is important to be able to provide integrated operation between voicemail systems so that messages can be passed between systems and delivered to a user s mailbox seamlessly This is achieved by IP Office Voicemail Pro being licensed to support Networked Messaging The Networked Messaging solution defines a common set of features to allow inter working between Avaya voicemail systems In INTUITY mode while listening to or having listened to a message the user can select the option to forward the message to another mailbox the mailbox entered can be any mailbox number on the local system or any mailbox on a remote Avaya system The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each Voicemail Pro server and will operate with other IP Office systems supporting this feature as well as with Avaya Enterprise solutions IP Office Public or Private Network Intuity Audix eaves Note In this scenario message for Avaya Interchange will ext 3000 be required at the central site VoiceMail Pro Ext 2000 Product Description 2013 AVAYA All rights reserved Page 369 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Auto Attendant Voicemail Pro provides an easy to use multi level configuration tool the Voicemail Pro client which allows network managers and system
388. g 291 Quad Chargers 3641 182 Quality Assurance 247 Queue Announcements 355 357 382 Queue Entry Announcement 382 Queue Manager 12 Queue Mode 346 Queue Panel 342 queue panel displays bar 342 queue position 382 Queue Position Announcement 382 Queue Threshold Alert 263 Queue Update Announcement 382 QUEUING 415 Quick Charger 182 Quotas 306 307 309 353 Quotas place 306 R Radio Frequency 2 4000 185 187 Radio Frequency 2 4000 GHz 185 RAS 311 Rate Adaptation 430 Rating 24VDC 427 reachability 7 reading email 12 Real Time 12 288 357 430 Real Time Control Protocol 288 430 real time tracking 12 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 461 Issue 27 01 0 Thursday September 26 2013 Index Reattempt 342 Reboot When Free 415 Rec 430 Recall button 229 230 receivers 267 Receiving Door 233 Reception 242 264 Breakout 382 Rechargeable Battery 189 Reclaim Call 245 Record Message 265 377 Record Send 382 recorded message stating 377 Recording 379 Time 382 Recordings 377 379 380 Redial Button 189 229 Region 152 178 228 235 RegisterCallNotifications 352 relating conferencing 396 Relay Off 265 Relay On 265 357 Relay On Off Pulse 247 Relay Pulse 265 Release 4 0 419 Release 4 0 7 178 Release 4 1 262 308 Remote Access 11 13 24 239 306 307 311 357 Mail Box 382 Remote Access Features 307 Remote Access Server 11 13 311 Remote Access Services 24
389. g 3 AAA NiMH batteries Dimensions Height x Width X Depth 146 x 55 x 28 mm Optional telephone accessories include Desktop charger An adapter cord for use with headsets e Heavy duty belt clip Product Description 2013 AVAYA All rights reserved Page 180 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3711 IP DECT This telephone is fully supported on the Avaya IP DECT system It is no longer available for new sales However it can also be used on the Avaya DECT R4 system in GAP mode with functionality limited to standard calling functionality DECT roaming and handover The built in feature list will not work on DECT R4 The 3711 phone supports the same features as the 3701 IP DECT handset but with the following differences e Full handsfree speakerphone operation e Headset connection 2 5 mm jack e Vibrating alarm e Personal phone book with 100 entries e Access to system phone book e Voicemail indication e Choice from 30 ring tones e Speaker and handset volume 7 levels and mute capability e Automatic call pick up using a headset 10 menu languages Danish Dutch English Finnish French German Italian Portuguese Spanish and Swedish e Illuminated 5 line graphic display 96 x 60 pixels variable 7 level contrast Optional handset accessories include e Desktop charger e An adapter cord for use with headsets e Heavy duty belt clip Product Description 2013 A
390. g All Calls Up to three extensions can be designated to log all calls both answered and unanswered regardless of where they terminated in the system Message Alert Notification Message Alert Notification allows any ETR or Digital telephone programmed with Auto Intercom buttons to see which users have new messages waiting in their mailbox When the Message Alert Notification button is pressed the DSS BLF buttons programmed on the user s telephone will display a flashing red LED when the associated user has new voice mails waiting This feature may be left on at all times or deactivated by pressing the Message Alert button again Music on Hold Connect an audio source to the Music On Hold port on the processor module so that a caller hears music when placed on hold when the Music On Hold feature has been activated Network Time Synchronization Use this feature to specify whether you want to synchronize the system clock with the network time delivered by your service provider over Caller ID If Network Time Synchronization is set to Active the system will use the network time provided by your service provider if it is set to Not Active the system will use the time provided by its system clock Night Service When Night Service is on and a call comes in all extensions in the Night Service Group ring immediately regardless of normal Line Ringing settings One Touch Transfer This feature allows a user to automati
391. g is not supported for use with CCC and CCR e Breakout Dialing 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 Product Description 2013 AVAYA All rights reserved Page 299 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Branch EE Regional Office Resilient Multi Site Networking SCN see the diagram below In an SCN configuration of System A and System B where the centralized voicemail is connected to System B and a number of IP telephones are connected to either System A or System B If System B fails then e System A will automatically take over from System B and support Avaya IP telephones hunt groups and DHCP if required e Voicemail Pro will reregister to System A e For users in an Small Community Network SCN when they hot desk to another IP Office system they retain their licensed profile setting as configured on their home system e All System B users Personal contacts Call Logs will continue to be available 96x1 9600 and 1600 Telephones Resilient Sys Sys Huntgroup Huntgroup For Multi Site Networks SCN VCM modules are required in all systems being connected The IP lines may be configured in a start or a meshed configuration One of the advantages of a meshed c
392. g on the number associated with the entry If more than one number is available for this entry they can choose which one to call Presence and Instant Messaging Avaya one X Portal for IP Office for IP Office provides a Presence and Instant Messaging Service that facilitates communications both internal and external to the organization It shows presence for any of the people added in the Directory gadget The Directory gadget displays the presence status of a user that reflects telephony presence phone activity such as available busy ringing user presence Available DND Offline and presence information from Microsoft Exchange calendar mining in an appointment out of office set In addition it supports Presence Federation via XMPP which allows display of information published by buddies using other presence networks such as the Google Talk network With federation a user can add a buddy on another system by specifying that user s XMPP ID when defining the new buddy The Instant Messaging service allows users to communicate with internal and external users using instant messages from within Avaya one X Portal for IP Office Product Description 2013 AVAYA All rights reserved Page 322 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Extn402 402 x Call Extn401 401 Do you want to join the consultation call Extn402 402 Yes When Extn401 401 Now Extn402 402 Okay Let me finish this call
393. g 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 However in some countries like US there are charges to even receive the calls This feature is very useful for employees using their personal mobile phone for business only from time to time their personal mobile phone number stays confidential and they do not to claim mobile charges back from their business Avaya one X Mobile Essential Client Support IP Office supports the Avaya one X Mobile Essential Single Mode Clients for a variety of mobile devices listed below This client provides Avaya s powerful Extension to Cellular features to mobile users via a graphical interface and enables them to remain productive with a single phone number for both incoming and outgoing calls and single voicemail capabilities The client turns your smartphone into an office phone by delivering your business calls to your mobile device In addition you can easily enable or disable the office phone capabilities allowing you to be reached only when you want IP Office systems supporting one X Mobile Essential require a dedicated DID DDI number for each feature required e g hold transfer The following table lists the various mobile devices and operating systems supported by one X Mobile Essential client and the download site on the respective App Stor
394. gback o Voicemail Outcalling o Voicemail to be listened to on PC or on phone o Active Greeting The user can choose which recorded greeting to make active Call Pick Up on off Call Assistant The one X Call Assistant is an application that performs a range of functions even if you have not logged into Avaya one X Portal for IP Office using the browser When you make and receive calls the one X Call Assistant displays messages on your Windows desktop even if you do not have Avaya one X Portal for IP Office running Call Assistant is an optional desktop application that enables the following functions e 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 Product Description 2013 AVAYA All rights reserved Page 325 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 Hot Key The one X Call Assistant can be used to make a call by dialing a number selected in a Windows application To do this simply select or highlight the number in the Windows application and then press your one X Call Assistant s hot key combination Feature Summary Feature Avaya one X Portal for IP Office Web browser based Yes OS in
395. group name 31 Original user name 32 Target hunt group name 33 Target user name 34 Target RAS name 35 Is internal call 36 Time stamp 37 Connected time 38 Ring time 39 Connected duration 40 Ring duration 41 Locale 42 Park slot number 43 Call waiting 44 Tag 45 Transferring 46 Sv active 47 Sv quota used 48 Sv quota time z Account code Unique call identifier m Field Data D Message a Field Data A Message A call id A call id B call id B call id 3 Unique call identifier 3 Unique call identifier Product Description 2013 AVAYA All rights reserved Page 353 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 18 Messaging Product Description 2013 AVAYA All rights reserved Page 354 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 18 Messaging Messaging enables users to manage all of their messages in particular emails and voicemails in one place Since the main messaging platform is typically email IP Office Preferred Edition enables voicemails to be managed via the email system in order to keep all messages synchronized through one user interface Essential Edition also enables some basic messaging through the ability to forward voicemail messages to the user s email inbox Voicemail in general 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
396. h backlight graphical display with 320 x 160 pixels 9620L grayscale 9620C color e Flip stand dual position Fixed Buttons 10 plus Four way navigation cluster button e Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED e Avaya Menu button browser options and settings access Telephony application button to return to main telephone screen e Contacts button Call log button LED quick access voicemail Message button with LED and corner message indicator Programmable Contextual buttons e 4 contextual softkey buttons Context sensitive allocation of e g Hold Transfer Conference and more e 12 virtual Appearance Feature buttons accessible through navigation cluster Three features shown at a time with three LED indicators Key Labels Icons and text used on fixed feature keys Features Menu Mobile cell phone style menu with access to most often used features like Call Forwarding Park Settings etc On screen status indication for activated features like call forwarding Speakerphone Full duplex speakerphone Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also supporting TTY acoustic coupler Message Waiting Indicator Yes also useable as a ringing call alert indicator Product Description 2013 AVAYA All rights reserved Page 116 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Person
397. handle the call Note You cannot screen a call whilst you are on another call Product Description 2013 AVAYA All rights reserved Page 240 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hold A 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 See also Park 24 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 Hold Call Waiting 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 Hold Music Music on Hold The IP Office system supports up to 4 sources of music on hold system sources which may be external one system source plus 3 additional external sources using analog extensions 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 and IP500 V2 systems each source can be up to 90 seconds long Ext
398. hange to perform the forward thus freeing the channels to the IP Office This feature is NOT available on standard ISDN DSS1 telephones and it is NOT supported on QSIG e Explicit Call Transfer ECT The normal usage of this feature is by a third party application ECT is supported on the SO interface A Call to an SO Endpoint can be transferred to any other device such as an analog digital or IP endpoint or to any trunk The normal usage of this feature is by a third party application connected via one or more SO interfaces to IP Office One example is the VoiceDirector an automatic call assistant Product Description 2013 AVAYA All rights reserved Page 292 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 North American T1 Provided by the IP400 PRI T1 and IP500 Universal PRI cards Ti Primary Rate provides up to 24 64K channels over a 1 54M circuit Each channel of the T1 trunk can be independently configured channelized to support the following signaling emulations with handshake types of immediate delay or wink Loop Start e Ground Start E amp M Tie Line E amp M DID E amp M Switched 56K DID Channels configured for DID DDI support incoming calls only The carrier or Central Office will provide the last x digits that were dialed to be used for call routing e Wink Start IP Office T1 trunks support both DNIS and ANI services where available from the central office e Dialed Number Iden
399. hannels required Product Description 2013 AVAYA All rights reserved Page 440 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 User Licenses The features available to a basic user can be enhanced by the addition of User Profile licenses Once these licenses are present in the system configuration the profiles can be applied to selected users through the User User Profile setting in the system configuration For users in a Small Community Network SCN when they hot desk to another IP Office system they retain their licensed profile setting as configured on their home system with the exception of Receptionist A Preferred Edition system license is a pre requisite for any user profile licenses e For upgraded systems with a virtual Essential Edition license user profiles licenses are valid without the need for a Preferred Edition license This applies to systems upgraded with an System Upgrade License e Ina multi site network the Preferred Edition license of the central system is automatically shared with other systems in the network enabling user profile licenses on those other systems However each system supporting a Voicemail Pro server still requires its own Preferred Edition license for Voicemail Pro operation SystemType Standard Mode Server Edition User Profile 8 EF ti a a ra Basic Office Telewor Mobile Power Basic Office Power User Worker ker Worker User User Worker User
400. he Primary Server is offline or unreachable The Server Edition license e Enables support for the Voicemail Pro application on the Primary Server and Secondary Servers with default support for 2 voicemail channels For each additional Server Edition system licensed 2 additional voicemail ports are enabled on the Primary Server s voicemail server Voicemail Pro enables meet me conferencing advanced messaging automated attendant call recording conditional call routing queue announcements mobile twinning call control and call back e The license enables voice networking between systems in the Server Edition network Unsupported Licenses License Reason Essential and Preferred Edition All relevant features enabled in the Server Edition license IP500 Voice Networking Unlimited Voice Networking enabled in the Server Edition license Teleworker Mobile Worker licenses Simplification features supported in Office Worker and Power User Embedded Messaging Ports Embedded messaging not supported on Server Edition CCR Agent and Supervisor CCR not yet supported on Server Edition Voicemail Pro Networked Messaging Database Not supported on Voicemail Pro for Linux interface Visual Basic Script CCC VCM channels Mobility Legacy licenses Small Community Network Licenses In a Small Community Network SCN there should be at least one IP Office with Preferred Edition two if they employ resiliency Currently all the differe
401. he following ISDN features are supported by IP Office 4 0 and later on both PRI and BRI trunks Note that availability of these features is dependent on availability and support from the ISDN service provider for which there may be charges e Malicious Call Identification MCID 2400 4600 5400 5600 T3 T3 IP 9500 9600 Short codes and button programming features are available so that users can trigger this activity at the ISDN exchange when required This feature is NOT available on standard ISDN DSS1 telephones e Advice of Charge AOC T3 digital and IP telephones only Advice of charge during a call AOC D and at the end of a call AOC E is supported for outgoing ISDN calls other than QSIG The call cost is displayable on T3 telephones for call accounting purposes The IP Office allows configuration of call cost currency and a call cost mark up for each user e Call Completion to Busy Subscriber CCBS 2400 4600 5400 5600 T3 T3 IP 9500 9600 DECT telephones CCBS can be used where provided by the ISDN service provider It allows a callback to be set on external ISDN calls that return busy It can also be used by incoming ISDN calls to a busy user This feature is NOT available on standard ISDN DSS1 telephones e Partial Rerouting PR 2400 4600 5400 5600 T3 T3 IP 9500 9600 DECT telephones When forwarding a call on an ISDN channel to an external number using another ISDN channel partial rerouting informs the ISDN exc
402. he pace that s right for you Avaya understands this With over one hundred years of experience as a leader in communications we know that the right solution for your business is one that helps you increase profitability improve productivity and gain competitive advantages Serving Customers Effectively with Unified Communications Your office telephone cell phone e mail texting instant messaging and even your home telephone are all essential to the way you work today Unlike other solutions Avaya IP Office uses built in intelligence to simplify your use of wired wireless and Internet communications Instead of keeping your communications separate Avaya IP Office brings them together so you can easily turn a home or mobile phone into an office extension collaborate with dozens of customers or staff members on a conference call and get detailed reports that show how well your company is responding to customers With rich functionality IP Office naturally creates new ways of thinking about the role communications can play in your business See what Avaya can do for you You need a communications system every business does To find one that s right for your business start with Avaya With solutions like IP Office we re revolutionizing how small and medium size businesses communicate Now is the time to see what an Avaya solution can do for your business Reduce monthly costs Now IP Office will help you lower the cost of communications
403. he recording e 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 Product Description 2013 AVAYA All rights reserved Page 380 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e The direction of the call incoming outgoing or internal e 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 Contact Recorder are stored as WAV files IP Office Contact Recorder uses the G 726 16kbps ADPCM compression standard which provides the best compromise between storage capacity and CPU loading IP Office Contact Recorder 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 hour recording The compressed recordings are stored as 16kbps G 726 format storage requirements are therefore 8MBs per hour of recording The IP Office Contact Recorder suite can be installed onto the same server as Voicemail Pro but must be loaded onto a separate partition Alternatively IP Office Contact Recorder 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 Contact Recorder are installed on the same server is detailed in the Voicemail Syst
404. he user accesses with their web browser It can only be purchased as part of the IP Office Office Worker Power User and Teleworker user licenses e IP Office Video Softphone 330 The IP Office Video Softphone is a full feature telephony client that supports standard telephony features as well as video conferencing on a PC running a Microsoft or Mac operating system e Flare Communicator 33 Avaya Flare Communicator is a collaboration software client that delivers an innovative interface for real time communications for Windows and on the iPad It enables users to handle phone calls instant messages presence enterprise contacts and launch e mail all from the same interface one X Portal for IP Office 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 user licenses only 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 for IP Office provides easy access to telephony features call information call and conference control presence and instant messaging directory and Voicemail Pro mailbox Office ome Portal for IP
405. hed 291 Circuit Switched Data Call Basic 302 Circuit Switched Data Call Basic Call 291 302 Circuit Switched Voice Networking 291 Circuit switched 267 Cisco 130 284 Cisco Systems 130 C LAN DEFINITY 9 5 302 Clear Call 265 Clear CW 265 Clear Hunt Group Night Service 265 Clear Hunt Group Out Service 265 Clear Hunt Group Out Of Service 265 Clear Quota 265 CLI 230 326 352 430 CLI Feature 230 CLI Schemes 430 CLI ANI 357 CLIP 292 CLIR 292 Clock 309 Speaking closet switch wiring 130 Code Used 253 Codec G 711 178 Codecs 148 149 150 200 202 204 285 302 Cold Start 415 Color Backlight Display 204 COLP Inhibits 292 COLR 292 Comfort 113 182 234 comma separated 350 Common Features 148 149 150 200 202 204 206 Compact Business Center Compact Contact Center Compact Mode 326 companies LANs 267 company s IP Telephony unites 267 compared 178 Service Provider conferencing 395 Compressing IP UDP RTP Headers 430 Compression Control Protocol 430 357 382 12 14 12 357 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 450 Issue 27 01 0 Thursday September 26 2013 Index Computer Telephony Integration 97 350 Concise MIB Definitions 430 Concurrent Calls Maximum Number 382 Conference Add 265 Conference Bridge 7 262 395 396 Conference Calling 10 264 Conference Control Display 326 Conference entry exit 396 Conference Held Calls 342 Conference Meet Me 265 C
406. heir own desk Single number improved mobility and easy access to familiar features Product Description 2013 AVAYA All rights reserved Page 246 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e The user has access to the centralized system and personal directory as well as their call log 1400 1600 9600 Series and T3 telephones only Great for consultants managers lawyers working on different offices on different days Description 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 support Remote Hot Desking other than the Voice Networking license on each IP500 within the SCN e User Settings When a user logs in to a remote IP Office system all their user settings are transferred to that system o The user s incoming calls are rerouted across the SCN o The user s outgoing calls use the settings of the remote IP Office o However some settings may become unusable or may operate differently For example if the user uses a time profile for some features those feature will only work if a time profile of the same name also exists on the remote IP Office e Break Out Dialing In some scenarios a hot desking user logged in at a remote system will want to dial a number using the system short codes of anothe
407. here multiple languages are required for example Dial 1 for English 2 for German 3 for French Voicemail Pro Client Intuity Local File Edit Actions Administration Help ARABA A An SOE IS BB 0 Specific Start Points Modules gt AutoAttend e Users Groups gt a Short Codes Next g Morning Greeting oO Default Start Points Voicemail Pro Administrators amp ff Server Queues False t rue T False Timeout 9 To gt 2 0 4 a Modules Bae oe Autodttend Data Modified Active Yoicemail Sessions 0 Free Space 50 682 GB Total Space 149 048 GB Auto Attendant created using Voicemail Pro Client Product Description 2013 AVAYA All rights reserved Page 370 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Personal Numbering Contact ability is all important in winning and maintaining business Voicemail Pro offers users the ability to remotely turn their voicemail on or off set their voicemail email forwarding edit their call forwarding and follow me numbers Together these actions provide a comprehensive Personal Numbering service for the user who needs to remain in contact regardless of their physical location Users with Mobile Twinning configured are able to remotely activate their twinning capabilities through Voicemail Pro call flow Product Description 2013 AVAYA All rights reserved Page 371 IP Office 9 0 Issue 27 01 0 Thursday Septemb
408. hile in motion the handset performs continuous measurements to determine which DECT R4 base station has the strongest signal The one that can be best received is defined as the active Base station To prevent the handset from rapidly switching back and forth between two base stations that are equally well received threshold values are used Handover between base stations occurs seamlessly whether a call is active or not DECT Networking An DECT R4 telephone can travel from one office to another which is connected over a wide area network WAN link and make and take calls In this scenario the main DECT R4 controller remains at one headquarters location with slave base stations in up to 31 other offices DDI DID Since each wireless handset is an extension on the IP Office system calls may be routed directly using a DDI DID number Transfer Calls may be transferred to DECT extensions by operators or other extension users and DECT extension users may transfer callers to any other extension user Hunt group compatibility Wireless handsets may be programmed as members of groups and answer calls in the same manner as any other extension within that group Group working Wireless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group DECT handsets must NOT be configured into collective groups Divert destination Users may initiate any or all diverts from an Avaya desk p
409. hone 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 receive 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 Product Description 2013 AVAYA All rights reserved Page 392 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3rd Party Mobility Solutions for Use with IP Office Although Avaya offers different mobility solutions as mentioned above there are areas for further improvement Together with Avaya DevConnect partners
410. hone to a wireless handset Twinning Twinning allows calls to a user main extension number to alert at both that extension and a secondary extension Though not restricted to DECT this feature is aimed primarily at users who have both a desk phone and a wireless extension Calls from the secondary twinned extension are presented as if from the user s main extension Presentation of call waiting and busy is based on whether either of the twinned extensions is in use DECT R4 Capacities Feature Maximum Handsets Maximum Base Stations if Master Server is on a standard RBS Maximum Digital Base Stations Maximum Base Stations if Master Server is on a Compact RBS Maximum IP DECT Gateways Total Base Stations Compact Base Stations Digital Base Stations Total number of Compact Base Stations Maximum simultaneous calls May be limited by the available VCM voice compression channels for calls to non IP destinations DECT R4 on IP Office does not support Redundancy option Redundancy DECT R4 on IP Office does not support Redundancy option Product Description 2013 AVAYA All rights reserved Page 164 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Licensing Other than IP DECT DECT R4 does not require any licensing by itself next to the licensing for the appropriate VCM channels in IP Office However a valid SARI license is required and must be ordered For each DECT handset one Avaya IP Endpoint license is
411. housands of dollars on inter office calls and simplified communications e Lowering global costs By using IP Office to hold teleconferences and make phone calls across the IP network a strategic consulting firm is saving up to 30 000 per year IP Office can grow as your business grows to meet your needs IP Office is a fully scalable solution See Server Edition Scalability 884 for capacity information Call handling and messaging Get 24 hour support for callers customers without a 24 hour staff IP Office has a range of messaging auto attendant and Interactive Voice Response IVR capabilities Integrate messaging and advanced call handling into your customer service operations Handle voice mail and email in a single mailbox Communication with customers Set up a formal or informal customer service center Integrate your customer data base into your call handling Manage the quality of your customer interactions Work anywhere Give your employees all the communications capabilities they have at the office whether they are working from home a hotel or a remote office Collaborate with customers vendors and remote staff Don t pay any more fees to outside conferencing service providers Use IP Office built in audio conferencing that is easy to set up and use while saving you money Secure converged communications Use IP Office as a secure router with a built in firewall VPN Route voice calls over a managed Internet service VoIP and
412. hursday September 26 2013 Direct Inward Dialling DID to Auto Attendant DID calls can be directed to and answered by any Automated Attendant Direct Line Pickup With the Direct Line Pickup features you can access a ringing or held call or a call in progress You can also select a line to use that is not assigned to your telephone The Direct Line Pickup features are e Direct Line Pickup Active Line e Direct Line Pickup Idle Line Display Language All system telephones offer the choice of 3 display language e US English e Canadian French e Latin American Spanish Each individual extension may select their own language Display SD Card Feature Key ID Displays the SD Card Feature Key ID on any display telephone Display System IP Address Displays the IP address currently assigned to the IP500 V2 system Display System Release Displays the software release running on the IP500 V2 system Distinctive Differentiated Ringing The system provides different ring patterns for external calls internal calls and transferred calls Do Not Disturb Use this feature to be able to press a programmed button to prevent incoming calls for the extension from ringing lights still flash When Do Not Disturb is on outside callers hear ringing while inside callers hear a busy signal Calls are immediately sent to your voice mailbox Do Not Disturb Override Allows a user to input a list of up to
413. hursday September 26 2013 Chapter 21 The Contact Center Product Description 2013 AVAYA All rights reserved Page 398 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 21 The Contact Center Avaya provides Customer Contact solutions that meet the needs of the small to mid size business From the smallest company that requires basic system performance reporting to the larger businesses that need advanced routing and multimedia integration with the Customer Contact Center Avaya provides IP Office Customer Call Reporter as the perfect solution to meet the needs of small business customers Customer Call Reporter Overview Contact Centers are a requirement at nearly every level of business from very small informal groups of 5 or 10 customer service reps to large formal campaigns that can involve thousands of agents However customers in the small business market are generally very nervous about making such a high profile investment in a contact center solution They require a business intelligence solution that deploys easily can be managed with very little training and can provide statistics on each segment of the business Small businesses also do not have the resources for extra IT staff to administer databases servers etc so they need a solution that can be easily understood by their own employees It should operate as a service to each of the clients IP Office Customer Call Reporter Concept IP Off
414. ia 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 Least Cost Routing LCR configurations are automatically converted to ARS when upgrading to 4 1 or higher Product Description 2013 AVAYA All rights reserved Page 303 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Network Numbering 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 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 sate
415. ial number for the IP Office system which will be using the license For IP500 systems the unique serial number is taken from the Feature Key device fitted to the system For Server Edition systems the System Identification value is compiled from hardware and software parameters IP500 Systems e IP500 Smart Card Feature Key For IP500 IP Office control units the serial number is based on the Smart Card Feature Key fitted to the control unit A Smart Card Feature key is mandatory on all IP500 control units for correct operation of the unit regardless of whether the unit is using any licenses e IP500 V2 SD Card Feature Key For IP500 V2 control units the serial number is based on the System SD Card Feature Key fitted to the control unit A System SD Card Feature key is mandatory on all IP500 V2 control units for correct operation of the unit regardless of whether the unit is using any licenses There are 4 types of System SD card available which define the default operating mode e System SD CARD A Law e System SD CARD U LAW e System SD CARD PARTNER e System SD CARD NORSTAR For licensing each IP Office control unit must have its own Feature Key and license The Feature Key associated with one IP Office system cannot be used to validate the license of another IP Office system Since licenses are based on the serial number of the Feature Key they cannot be moved between systems with different Feature Keys If a Feature Key is lost the licen
416. ic cable delay measurement and instead manually set a cable delay for that specific port Product Description 2013 AVAYA All rights reserved Page 162 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The IP DECT Gateway introduces four new products e IP DECT Gateway Q Digital Base Station w internal antennas for European Union Switzerland Iceland Liechtenstein Norway and Russia e Digital Base Station w external antennas for European Union Switzerland Iceland Norway and Russia e Digital Base Station w internal antennas for US and Canada nn nn co co cu oc eo me New in IP Office R8 En errr IP Basestation S _ IP Basestation a y 4 meer e mms peer AIWS gpa on on en pen com un ju cn om cm a LELLLL EL New in IP Office R8 j IP Office Digital Basestation i l gt Rackmount Charger 4 wire cabling Advanced Charger wwe I eee orm Digital Basestation IP DECT Gateway CELLLLLLLLLLLLES T New in IP Office R8 Neame qu nn Note Digital ISDN DECT Base Stations from Integral are NOT supported on the IP DECT Gateway Product Description 2013 AVAYA All rights reserved Page 163 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 DECT Feature Overview Given the degree of integration available to wireless users with DECT there are a variety of means by which calls can be routed to wireless handsets Handover W
417. icate 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 SoftConsole application also act as BLFs When the icons are associated with internal users the icons will change to indicate the current status of the users Avaya one X Portal for IP Office shows these conditions State Icon Description Available avaible itie status indicates that you are available and can be called The status indicates that you have a call in progress Do Not Disturb The status indicates that you have enabled Do Not Disturb on the phone system Calls to you are redirected to voicemail if available Otherwise the callers receive a busy tone The exception is calls from numbers that you have added to your list of Do Not Disturb Exceptions Logged Out F The status indicates that you have not logged into the extension on the phone system Calls to you are redirected to voicemail if available Otherwise the callers receive a busy tone You cannot make calls However you can still use Avaya one X Portal for IP Office to alter your configuration settings eel status indicates that the phone is ringing and you have an incoming call unknown This status indicates that your presence on the phone system is unknown The presence cannot be determined as the phone number is not an extens
418. ications solution that combines the reliability and ease of a traditional telephony system with the applications and advantages of an IP telephony solution This converged communications solution can help businesses reduce costs increase productivity and improve customer service How can I use it in my business Avaya IP Office unifies your communications providing your employees with a solution that lets them handle all their business communications on the device of their choice their laptop mobile phone office telephone or home telephone using wired wireless or broadband connections What are my choices Successful companies are always looking for new ways to do more with less keeping their business flexible innovative and competitive without driving up operating costs and capital expenses Avaya IP Office is the right choice for any small business today whether you have 5 25 250 or 1000 employees just getting started or already established have a single location or multiple locations across the globe With IP Office you can tailor the solution to your user needs e g Teleworker Mobile Worker Customer Service Agent etc Whether you have 5 employees 25 250 or more IP Office is the right choice IP Office Three key things to know All small and medium size businesses are seeking ways to reduce costs and improve the way it operates Like every business you re looking to keep all your customers add new ones and grow at t
419. ice Customer Call Reporter is a server based contact center 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 center 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 center is carried out via a thin client through a secure password protected web browser session IP Office Customer Call Reporter Key Features include e Real time Call Center activity monitor and historical reporting e Microsoft server based with thin client web browser client connections e Simplified installation and maintenance e Supervisor Dashboard which consists of a goal statistics information ticker and a set of graph display panels e Seven reporting templates provide drag and drop and user defined filter functionality e Three customizable Supervisor views and summarized Agent views e Report Scheduler e Custom Reports e Customer Map e Multi lingual capable e Supports up to 30 Supervisors and 150 Agents IP Office Customer Call Reporter Business Benefits e Lower TCO IP Office Customer Call Repor
420. ich Text or Crystal Email Address An email address can be entered if the report is to be sent by email Printer The printer path that the report should be sent to Report Period Selection of days weeks or months from a list box The number of days or weeks is counted from the date that the report is first scheduled to be run Months are from the last full months data i e if the report is scheduled in February then January will be the last month in the report e Report Range The start and end date for the report e Language If the default language is not required then another language can be selected that your system supports Filters can be used in the report to provide exactly the type of information the customer is looking for The filter field is used to refine the data and offers the following options in a drop down list All Answered Refused Refused Overflowed Overflowed All Overflowed Off PBX Overflowed on PBX Transferred and Lost Calls The default setting is all Reports can also be scheduled for future delivery to any network printer or email address in any of the supported formats IP Office Customer Call Reporter Report Examples Call Details Report Call Details Report 03 20 2012 03 20 2012 00 00 23 59 Report Type Target Name Supervisor Name Call Details Report All Queue Supervisor 1 Time Stamp Call Direction Number DDI Queue Queue Time Agent Duration Status Reference Ungrouped 03 20
421. ick Up 244 PIN 12 372 382 396 prompted 355 requesting 395 PIN checking 372 PIN Code By Pass 382 PIN code menu 396 Plain Old Telephone Services 267 Platform Support 382 148 149 150 200 Play Advice switching 379 played back 375 382 PoE 113 130 148 149 150 178 200 202 204 206 267 Point Compression Microsoft Point Point Protocol Point 430 Point to Point 292 297 306 307 309 Point to Point Protocol 306 309 Power Distribution Units 130 Power Fail Ports 430 Power Options IP Telephones 130 Power Supply 130 148 149 150 200 202 204 206 427 Power Supply Units 427 Powered Data Unit 130 Powered LAN 113 PPP 288 306 309 312 430 PPP Fragmentation 288 PPP MP 430 PPP Multilink Protocol 430 PR 292 PRI 10 11 97 99 104 290 292 430 PRI30E1 99 PRI 30 E1R2 RJ45 99 PRIE1 430 PRI ISDN Services 430 PRI ISDN Switch 430 PRIT1 11 99 430 PRI T1 Service 430 PRIT1 J1 430 310 430 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 460 Issue 27 01 0 Thursday September 26 2013 Index prices Avaya 7 Primary Rate ISDN 292 Primary Rate Trunks 104 292 prioritization 182 Priority 7 182 200 202 204 261 265 267 352 376 Priority Call 261 265 Priority Processors 182 Privacy Mechanism Session Initiation Protocol 430 Private 7 104 246 253 265 267 290 291 297 302 306 310 376 Private Call 246 265 Private Call Off 265
422. ide call sequence number e Ring back sequence number e No answer timeout period e Wrap up time period e Can intrude flag e Cannot be intruded upon flag e X directory flag User s extension number Users Locale Forward number Follow me number Absent text Do not disturb exception list Forward on busy number User s priority Number of groups the user is a member of Number of groups that the user is a member of that are currently outside their time profile Number of groups the user is currently disabled from 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 on night service DevLink Fields The following table shows the device specific data available via DevLink CE Field Data S Message ou Field Data S Message 1 A call id 2 B call id 3 A state 4 B state 5 A connected 6 A is music 7 B connected 8 B is music 9 A name 10 B name 11 B list possible targets for the call 12 A slot channel 13 B slot channel 14 Called party presentation and type 15 Called party number 16 Calling party presentation and type 17 Calling party number 18 Called sub address 19 Calling sub address 20 Dialled party type 21 Dialled party number 22 Keypad type 23 Keypad number Ring attempt count Cause Voicemail disallow 3 Sending complete 28 Bc tc bc tm 29 Owner hunt group name 30 Original hunt
423. ided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on its hardware and Software Product s Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website http support avaya com Please note that if you acquired the Product s from an authorized Avaya reseller outside of the United States and Canada the warranty is provided to you by said Avaya reseller and not by Avaya Software means computer programs in object code provided by Avaya or an Avaya Channel Partner whether as stand alone products or pre installed on hardware products and any upgrades updates bug fixes or modified versions thereto Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPL
424. ights template This template is then applied to the Users whose calls need restriction In addition to barring the dialing of certain numbers IP Office can be set to bar the forwarding of calls to external numbers on a per user basis Alternate Route Selection ARS IP Office supports Alternate Route Selection ARS If a primary trunk is unavailable then ARS provides automatic fallback to an available trunk e g analog trunk fallback if a T1 or SIP trunk fails or use PSTN for SCN fallback 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 Maximum Call Length This feature allows the system to control the maximum duration of any call based on the dialed number This could be used for controlling calls to cellular networks or data calls made over the public network to ISPs Transferable Dial Out Privilege Feature e A privileged user Operator Supervisor can transfer an outside line secondary dial tone to a user that does n
425. il With a number where the number is the telephone number of a user who currently has the call to be acquired e Ifthe user has a call ringing or waiting Acquire Call will act like the Call PickUp Extension short code and the user executing Acquire Call will be connected to the oldest ringing waiting call e Ifthe 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 If the User does not have a call the feature will fail Queue Threshold 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 Product Description 2013 AVAYA All rights reserved Page 263 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Miscellaneous Features Conference Calls 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 than 64 members For the IP500 and IP500 V2 the total conferencing capacity is 128 channels This could be alternatively 2 conference of 64 users 3 conferences of 32 users or any other combination maximum 64 participant
426. ile default and a local directory of WAV files playlist Server Edition also supports local input via a USB audio sound device and supports centralized delivery to all nodes from Primary Server with ability of any node to selectively opt out of centrally delivered music on hold in favour of locally defined music When in resilient mode Secondary Servers and Linux expansion servers revert to a default tone as the music on hold source Soft Console Enhancements for Server Edition The Soft Console can now be attached to any server not just the Primary Server This means that the licensing of Soft Console is no longer centralized and is now node based The following features are supported e Remote park slots e Remote hunt group monitor and pickup longest waiting e Remote park for busy extension e Configuration of forwarding DND for remote users e Set Remote hunt groups In Out of service e Call Tagging Linux Contact Store Support A Linux based version of the Contact Store application has been added to the Server Edition platform The functionality of this application is unchanged from the user perspective The software is delivered as a Linux RPM file in the regular IP Office Service Edition image and also is included in the ISO file for the Linux version of the IP Office Application Server The name has been changed to Avaya Contact Recorder for IP Office ACRIPO This name change is reflected in the management screens and documen
427. in all territories The first two trunks on the module which are automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted must be loop start for correct power fail operation For installations in a rack this module requires the IP500 Rack Mounting Kit The IP500 Analog Trunk 16 Module is functionally identical to the IP400 Analog Trunk 16 Module IP Office 500 Analog Trunk PFI PF2 EXPANSION Product Description 2013 AVAYA All rights reserved Page 111 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 8 Telephones Product Description 2013 AVAYA All rights reserved Page 112 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 8 Telephones With a wide choice of desktop telephones supporting both digital and IP interfaces Avaya IP Office always has the right phone for a user The portfolio is further enhanced with solutions for in building wireless mobility both using DECT and WiFi technology as well as the IP Office Video Softphone There is an easy way to select the right phone for your customer 1 Decide on phone line Cost efficient value line key centric with paper labels Or easy to maintain self labeling telephones for customers where low TCO is important and installation and upgrading cost are concern 2 Decide on Interface Forward looking IP telephones for a Voice ready IP network Or more traditional digital teleph
428. ing Internal Hold Release on Abandon VMS Cover Button Call Log Digital Sets only Hold Reminder Tone VMS Cover Ring Interval Call Logs ETR sets Hot Dial VMS Hunt Delay Call Pickup Hotline VMS Hunt Schedule Call Timer Idle Intercom Timeout Voicemail Call Timer Continuity Intercom Manual Dial Bypass Greeting Call Waiting Intercom Dial Tone Change Message Status to New Caller ID Features Line Coverage Extension Choice of Language Cell Phone Connect Line Ringing Options End of Recording Options Centralized Telephone Programming Message Alert Notification Outcalling Notification CO Disconnect Time Music On Hold Phantom Mailboxes Conference Drop Network Time Synchronization Voicemail to E mail Contact Closure Support Night Service Voice Mailbox Transfer Direct Copy Settings On Hook Dialing Voice Messaging Direct Inward Dialing DID One Touch Transfer Visual Messaging DID to Auto Attendant Paging Features Wake up Service Product Description 2013 AVAYA All rights reserved Page 38 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 911 Emergency Dialing 911 Emergency Dialing can be made from any extension regardless of any restrictions Abbreviated Ringing This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension When you are on a call and Abbreviated Ringing is Active any incoming call rings only once The green light next to the line button flashes until the call is answered
429. ing the telephone user to program buttons on their telephones Web Manager GUI IP Office Web Manager is a new browser based management tool designed 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 Oto retrieved trom Otee successful 1P500 V2 Version 8 0 27240 Nas daare instaied Contro Litt IF 580 V2 mierna Moguer COMBOR2 MAT Componian Eaman Woe Fastyce y local DSi Y Active Available hective Name Active Opan Mourr 2 1 6 A 0 2 32 System info mation z Ave Anemoon 299 PM A Attendant t Amoon so PM uode PIX Ae 1200 PM Atentant 2 Afternoon 5 69 PM IF atast 14180 64 Auto 1200 PM Atteetant Anemoon 520 Puy Sarl aa 266 946 248 138 Dinn Grey 0000 Tyrion Loctie Wnaed Hegde CEnghah UK v Featui eo Configured a Catling Group 1 Ablowed List 1 Cunigr Swing ON Calling Group 2 Adowad List 2 treo Teas J per Phone Line 6 gt 5 Calling Group 3 Adlowed List 3 myn 1 a 4 Eatersione Calling Group 4 bowed List 7 ci lt 4 Licurues 90 x Web Manager main screen For off line configuration Upgrades back up and restore it is recommended that Manager continues to be used Simplified Manager is a PC GUI application inherent to the IP Office Manager application
430. ing tone 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 Essential require twinned calls to be routed through specific trunk types on IP500 IP500 V2 only e IP500 PRI U single or dual trunk cards e IP500 Dual or Quad BRI trunk cards e SIP trunks RFC 2833 Product Description 2013 AVAYA All rights reserved Page 391 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office Video Softphone Usable both inside the office and at remote locations IP Office Video 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 or speakerphone In addition the softphone supports end to end video between two softphone users on an 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 WiFi 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 The softphone of
431. ink availability Trunks M N resilience via ARS Auto failback control trunk availability Incoming Call Routes Incoming Call Routes are common to all devices hence persist on user failover 3 Trunk Resiliency PSTN Back up Product Description 2013 AVAYA All rights reserved Page 93 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Centralized Management The IP Office Server Edition management framework includes a Web Control GUI that acts as key element for centralized management and provides solution wide status and control From this control GUI page installers can manage and control the different Linux sub systems and various global controls like back up and restore software upgrades inventory management and more This web control GUI also acts as a central repository for other management tools including IP Office Manager VMPro Manager one X Portal Manager SSA and system monitor as well as security password and inventory management x A Avava iP Omice terres Baissa gt A 192 160 0 20 betp 192 168 0 50 7070 msn 1 C HO va P eA E Avaya IP Office Server Edition Logped mes AmINsTeloEn M Logo Tire AVAVA Homo Solution Management System Log Update Setting Download VNC Welcome to Server Editon Manage one X Portal Administ ation _ Servers _ Server Editon Backup and Restore Actions tet WOC Server Backup 204 192 1608 0 60 Ea Restore Server Editon Expansion Systems
432. io of communication solutions designed to provide equal access to communications for people with disabilities These solutions enable a business or organization to offer a wider range of jobs to people who have disabilities as well as to serve the needs of a wider range of customers IP Office One X Portal Call Assistant Accessibility The Call Assistant is enabled for accessibility in release 9 0 to work in conjunction with an IP Office telephone This allows people with visual impairments or people who are blind to interact with the telephone through the use of built in voice prompts leveraging the Microsoft speech API thereby eliminating the need for extra screen reader applications The release 9 0 version of Call Assistant with accessibility enablement replaces the previous standalone IP Office Phone Status Application Voluntary Accessibility Templates VPATS The Voluntary Product Accessibility Template is the form used for reporting and describing the extent to which a product does or does not conform to the applicable requirements in the U S Code of Federal Regulations 36 CFR Part 1194 Although specifically addressing 36 CFR Part 1194 these VPATS provide any customer with precise information about how the accessibility solutions available with IP Office Specific VPATs to be available with release 9 0 include e IP Office Solution e IP Office Branch e IP Office Voice Mail Pro e IP Office One X Portal Call Assistant O
433. ion on the IP Office Call History Feature e Access to a list of called received and missed calls from the phone and or IP Office user productivity applications Benefit e Missed calls are easily tracked and can be returned Q Call log data is retained even after power down and a system reset 1400 1600 9600 T3 and Avaya one X Portal for IP Office e Centralized call log is supported in the SCN when using hotdesking 1400 1600 9600 T3 and Avaya one X Portal for IP Office Product Description 2013 AVAYA All rights reserved Page 257 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Consistency between desktop telephones and user productivity application 1400 1600 9600 T3 and Avaya one X Portal for IP Office Description 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 A centralized call log is supported by 1400 1600 and 9600 Series telephones not 1403 or 1603 1603SW and Avaya one X Portal for IP Office leading to consistency between the two 5400 Series and 5600 Series call logs are stored on the phone Avaya one X Portal for IP Office accesses the centralized call log and therefore presents a record of all calls even if the user s P
434. ional trunk cards ATM4 BRI4 supports 2 BRI trunks via ports 9 amp 10 BRI 8 supports 4 BRI trunks via ports 9 12 or a PRI E1 This card supports only Norstar T Series and M Series telephones Note each BRI trunk provides 2B D digital channels e Phone 2 Max 4 per system The Phone 2 module provides two additional analog station ports and supports one of the following optional trunk cards ATM4 BRI4 BRI8 or PRI E1 Product Description 2013 AVAYA All rights reserved Page 57 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Phone 8 Max 4 per system The Phone 8 module provides eight additional analog station ports and supports one of the following optional trunk cards ATM4 BRI4 BRI8 or PRI E1 Expansion Modules Norstar Mode supports following expansion modules e DS16 provides additional 16 digital station ports 1400 and 9500 Series telephones only e DS16A provides additional 16 digital station ports Norstar T Series and M Series telephones only e DS16B provides additional 16 digital station ports This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A DS30A e ATM 16 Limit 1 per system provides additional 16 analog CO lines e Phone 16 provides additional 16 analog station ports e Phone 30 provides additional 30 analog station ports e DS30 provides additional 30 digital station ports 1400 and 9500 Series telephones only e DS30A p
435. ir network numbering scheme and providing additional security to the Product Description 2013 AVAYA All rights reserved Page 310 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 internal users as their address in hidden to the public Typically a company maps its internal network addresses to a global external IP address and unmaps the global IP address on incoming packets back into internal IP addresses This helps ensure security since each outgoing or incoming request must go through a translation process This also offers the opportunity to qualify or authenticate the request or match it to a previous request NAT also conserves the number of global IP addresses that a company needs Proxy Address Resolution Protocol ARP Support for Proxy Address Resolution Protocol allows IP Office to respond on behalf of the IP address of a device connected to it when receiving an ARP request Auto Connect If a service is idle that is no one is using the Internet Auto Connect allows the IP Office to periodically connect to a service This is ideal for mail polling to retrieve email from an Internet Service Provider An Auto Connect Time Profile controls the time period during which automatic calls are made for example not at weekends or during the middle of the night Firewall IP Office integrated firewall provides packet filtering of the most common IP protocols including File Transfer Protocol FTP and Interne
436. irectory and Visual Voice applications on IP Office Upgradeable Firmware Yes Expansion None Color Black Mounting Desk or wall mountable with optional wall mount adapter Requirements for 1408 Connect to Digital Station DS port Power Supply From phone system Requirements for IP interface 1608 1608 I Power Supply IEEE 802 3af Power over Ethernet PoE class 2 device or optional wall plug local power supply Codecs audio G 711 G 729a b Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control QoS Options UDP Port Selection DiffServ and 802 1p q VLAN SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation o Well suited for everyday use where typically smaller sized data files transferred web email file attachments or less demanding data transfer application usage thus less sensitive to data transfer completion times o For highly demanding data traffic processing with large amounts of small packets we recommend the 1616 phone for full speed data throughput o Support of optional Gigabit Ethernet Adapter Language Support 1408 1608 Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and four of the other languages at once in the phone Product D
437. ition license If there is none it sends an appropriate alarm to the administrator explaining that Preferred Edition license was not found Trunk Licenses SIP Trunk Channel Licenses These licenses are used to enable channels on SIP trunks added to the IP Office system When a channel is used it requires a license Multiple licenses can be combined for the total number of channels required Note that SIP calls may require VCM channels See IP Office Manager for more information e SIP Trunk Channels 1 Channel IPO R9 SIP TRNK 1 ADI LIC 275659 Product Description 2013 AVAYA All rights reserved Page 439 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e SIP Trunk Channels 5 Channels IPO R9 SIP TRNK 5 ADI LIC 275660 e SIP Trunk Channels 10 Channels IPO R9 SIP TRNK 10 ADI LIC 275661 e SIP Trunk Channels 20 Channels IPO R9 SIP TRNK 20 ADI LIC 275662 IP Office 500 System Licenses IP500 Universal PRI Additional Channel Licenses The IP500 PRI Universal trunk card IP500 PRI U is available in 1 or 2 port variants each port supporting a single PRI trunk connection Through the IP Office configuration the ports can be switched between supporting E1 E1R2 or T1 line types as required for the trunk being connected Each port supports 8 B channels Bearer which do not need to be licensed If additional B channels are required they must be licensed through the addition of the licenses below Multiple licenses
438. k connections A variant of the digital station card Digital Station TCM8 supports select Nortel digital telephones Refer to the Telephone section for details e This card accepts one IP500 trunk card of any type e This card supports selected Avaya 2400 5400 and 9500 Series telephones plus T3 telephones EMEA only and 3810 wireless telephones North America only e 4400 Series telephones 4406D 4412D and 4424D are not supported on this card only on Digital Station expansion modules Therefore a maximum of 360 x 4400 Series telephones are supported in the system e 6400 Series telephones are supported but only if you are running pre Release 7 0 in IP Office mode the phone will work after Release 7 0 but it will not be supported IP500 Analog Phone 2 Card This card provides 2 analog extension ports 1 2 for the connection of analog telephones The card can be fitted with an IP500 trunk card which then uses the last 4 RJ45 ports 9 12 for trunk connections e This card accepts one IP500 trunk card of any type Product Description 2013 AVAYA All rights reserved Page 100 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Analog Phone 8 Card This card provides 8 analog extension ports for the connection of analog telephones The card can be fitted with an IP500 trunk card which then uses the additional 4 RJ45 ports for trunk connections e This card accepts one IP500 trunk card of any t
439. kB s 4ESS AT amp T Multiquest 4ESS RJ45 sockets Loop start Ground start regional dependant RJ45 sockets BRI B channel 64kbps or 56kbps D channel 16kbps PRI B channel 64kbps or 56kbps D channel 64kbps RJ45 sockets REN 2 External Bell via POT port REN 1 Off Hook Current 25mA Ring Voltage 40V nominal RMS RJ45 sockets Auto negotiating 10 100 BaseT Ethernet 10 100Mbps IP406 V2 and IP412 37 way D Type female sockets X 21 interface to 2048k bps V 35 interface to 2048Kbps and V 24 Interface to 19 2Kbps 3 5mm Stereo Jack socket Input impedance 10k channel Maximum AC signal 200mV rms 3 5mm Stereo Jack socket Switching Capacity 0 7A Maximum Voltage 55V DC On state resistance 0 7 Short circuit current 1A Reverse circuit current capacity 1 4A IP406 V2 and IP500 512MB Compact Flash memory card Protocols RFC V120 V110 PPP LCP MP IPCP PAP RTP RTCP CHAP CCP STAC MPPC BACP UDP IP TCP DHCP 7 A standard Rate Adaptation mechanism A standard Rate Adaptation mechanism RFC1661 Point to Point Protocol RFC1570 Link Control Protocol RFC1990 Multi Link Point to Point Protocol RFC1332 Internet Protocol Control Protocol RFC1334 Password Authentication Protocol RFC1889 Real Time and Real Time Control Protocol RFC1994 Challenge Handshake Authentication Protocol RFC1962 Compression Control Protocol RFC1974 STAC LZS Compression Protocol RFC2118 Mic
440. kers for example Front Door and Back Door Custom ringing mode distinguishes doorphone calls from external calls Call waiting tones indicate which doorphone is calling and distinguish a doorphone call from an external line call Calls can be placed on hold when visitors call from the doorphone Commercial or residential security is provided via two way handsfree communication from a door or gate Product Description 2013 AVAYA All rights reserved Page 233 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Headsets Avaya offers ergonomically designed communication headsets and amplifiers for the Avaya IP Office telephones This full line of professional and contact center solutions set the standard in sound quality and durability Avaya headsets are designed for maximum all day comfort and are available in styles that suit nearly any wearer and any usage pattern Whether you want the freedom to communicate handsfree while working at your desk or the ability to roam while talking you will find a solution that suits your individual needs Please check www avaya com for a current list of supported headsets Product Description 2013 AVAYA All rights reserved Page 234 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Summary All Avaya telephones are designed to ensure that features and functions are easily accessible to the user ensuring that through ease of use the full benefi
441. keys Each of the buttons includes dual LEDs red green providing explicit status for the user For a familiar look and feel the 1408 1608 includes several fixed feature keys for common telephone tasks including conference transfer drop hold and mute In addition the 1408 1608 includes a high quality two way speakerphone and supports a broad portfolio of Avaya wired and wireless headsets through its integrated headset jack The 1408 1608 features a context sensitive user interface along with three softkeys and a four way navigation cluster ideal for scrolling through the local contacts list or call logs The display on the 1408 1608 measures three lines by 24 characters and is backlit for easier viewing in all lighting conditions The newly introduced 1608 I is functionally equal to the 1608 but features a higher quality graphical display with white backlight identical to the display of the digital 1416 telephone Common Features e Display Housing o Backlit display 3 rows by 24 characters Green backlight for 1608 white backlight for 1608 I 1408 o Dual position flip stand e Fixed Buttons 15 plus Four way navigation cluster button o Volume up down separate volume levels for the handset speaker and ringer Mute button Speaker button Headset button o Avaya Menu button options and settings access Telephony application button to return to main telephone screen o Hold button Conference button Transfer button Dro
442. l e Forward Busy e Follow Me e Forward No Answer e Hunt groups e No Answer Interval Coverage to Operator Feature e An operator or a group of operators can be configured to provide coverage for external calls that would otherwise go to voicemail Benefit e Any unanswered calls will be routed to an operator or a Group of operators For example local government offices prefer to provide a personal service rather than voicemail Forward on Busy If enabled this forward will be triggered when the user is busy and another call is routed to them but does not include calls for a hunt group that they may be a member of A user is normally considered to be busy when they are on a call but depending on call waiting settings and key and lamp features this may not be the case Forward on No Answer This forward is triggered if a call has been ringing for a user but they haven t answered it within the configured answer time this includes calls that have been indicating call waiting if enabled Forward Unconditional This 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 Unconditional Forward to Voicemail Feature e The ability to forward calls to Voicemail even when the user s voicemail is not activated Benefit e This feature allows a user who is familiar with the existing IP
443. l nodes distribute information about their parked and unParked labels across the network Software In Service Date The IP Office retains a software in service date for for warranty and support tracking that can be retrieved using a web services call The service date is stored in the flash on the IP500 v2 system and records the date the unit was loaded with the software System Monitor SysMon Enhancements There are a number of enhancements to System Monitor which further improve the diagnostic capabilities of the IP Office solution These include e Activating System Monitor All nodes in an IP Office R9 0 Server Edition solution can send their SysMonitor messages to the syslog server running on the Primary server This can be activated or deactivated in Manager as required e Configurating System Monitor Filters The syslog filter options are configured by using SysMonitor By default only Print Error Resource and Licensing events are filtered The filters trace options in SysMonitor allow the selection of various desired filters to be sent to syslog e Decoding Data The encoded SysMonitor syslog messages are only readable by the SysMonitor application Open the SysMonitor application within Web Manager on the primary server and ensure that text logging is enabled enabled by default in R9 0 Open the log files to be decoded and decoded messages are displayed e Other System Monitor Enhancements SysMonitor logging to file is enabled
444. l rights reserved Page 94 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e No automated options e No application packages Installation and Upgrades 1 A single distribution contains the software components for the whole solution which includes the server and user applications as well as phone and Avaya Office 500 firmware 2 Avaya servers come with distribution pre installed 3 Linux servers support a web based Ignition process to personalize them for their intended use a Primary b Secondary c Linux Expansion d one X Portal server 4 Asimple single screen utility Initial Configuration Utility is run automatically to allow an Avaya Office device to be centrally detected and administered as part of the solution 5 Upgrades are automated solution wide and centrally managed Ignition Process The IP Office Ignition process involves using a simple utility to seamlessly add install expansion systems such that they can become part of a single logical Server Edition multisite network This utility is designed for installers who lack detailed IP Office knowledge The installer needs to know some basic LAN and Primary Secondary Server information and must pre populate most fields with existing data Much of the configuration is handled behind the scenes and includes security settings multi site networking SCN trunks users extensions voicemail directory time ARS short codes etc Serviceabi
445. l telephones and IP Office applications when calling the user Benefit Inform other internal users of your current status and likely availability Description Any user can set Absence Text on their phone even users of standard analog telephones but it can only be displayed on selected display telephones and SoftConsole that call the user Most supported feature telephones give the option of adding some text for example At lunch until 16 00 Absent Status E DE ve ES Absent Message On Holiday Until Absent Text January 2nd Q Do Not Disturb O Forward Unconditional p Se When a user has an absence text message set call processing is not affected to the user and they still have the choice of using features like Do Not Disturb or Forward on No Answer as appropriate Telephones 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 e None no text message e Don t disturb until e On vacation until e With visitors until e Will be back e With cust til e At lunch until e Back soon e Meeting until e Back tomorrow e Please call e Custom All may have additional text entered eg message 4 plus 10 00 will show Meeting until 10 00 and the text strings are localized to the system language This featur
446. latform Feature highlights include e Tilt Display provides clearer viewing of information or message prompts on the LCD in different lighting environments e Message waiting indication Visual ringing lamp alerts the user of incoming messages or that their phone is ringing when they are on another call e Headset interface is driven from the Digital Terminal Interface Chip DTIC Volume control for the headset is also provided Operation of the headset is mutually exclusive with Handsfree operation When a headset is connected all operations normally associated with handsfree operation affect the headset This includes on hook dialing volume control while active and muting e Handsfree interface is programmed through the administration function and is supported by a microphone and loudspeaker e External ringer interface receives alerting signals that are routed to the external ringer jack as well as to the speaker in the telephone This alerting signal can be amplified and connected to external speakers to provide an auxiliary ringer function for the telephone The external speaker is connected with a two wire modular telephone cord to pins 3 and 4 of the external ringer jack The portfolio also offers tilt display new aesthetics a streamlined footprint new labeling strategy an audio control center with a headset button and more Sets are available in the following colors e Platinum e Charcoal not T7000 On IP Office
447. ld policeman has been arrested over leaks during the phone hacking investigation Scotland Yard confirms Nl women murdered in Turkey named Two women stabbed to death in the Turkish city of Izmir have been named as Sign in to Yahoo to check your mail E Currency Converter earn how to benefit from fluctuations in the currency markets Dont have a Yahoo account Create one now 1 Us Dollar _ v Euro v x ome me Applications Profiles By setting and creating using profiles the user is able to easily control where your calls are directed and how they are treated There are 3 default profiles called Office Mobile and Home These can be edited but not deleted The user can create up to 5 additional profiles A special profile called Detected may also appear and it is displayed when the current telephone system settings don t match any of the profiles By selecting which of the saved profiles is the current one the user applies that set of settings to the telephone system When creating or editing a profile there are 4 settings that the user will have to select e Mobility The user can choose between o The default desk phone o A number to forward the calls to o Mobile Twinning with the number to twin o Telecommuter with the number where the user is based e Voicemail The user can choose to activate deactivate the following options o Voicemail on call not answered o Voicemail rin
448. le including the IP406v2 50 buttons each max 400 buttons DBM32 1416 Up to 32 DBM32s supported 32 buttons each up to 1024 buttons EU24 EU24BL 4620 4621 5420 5620 5621 4620 4621 5620 5621 Up to 8 EU24s per system 24 buttons each max 196 buttons SBM24 9630G 9640 9640G 9650 9650C Up to 42 SBM24s per system 24 buttons each up to 1008 buttons BM12 9508 9608 9611 9641 Up to 42 SBM24s per system 24 buttons each up to 1008 buttons BM12 9608 9611 9641 Up to 42 SBM24s per system 24 buttons each up to 1008 buttons LCD IP key Expansion module for 1200 telephones 1220 1230 Up to 82 LCD IP KEMs per system 12 buttons each up to 1008 buttons LED IP key Expansion module for 1200 telephones 1220 1230 Up to 56 LED IP KEMs per system 18 buttons each up to 1008 buttons LCD IP key Expansion module for 1100 telephones 1120 1140 Up to 56 LCD IP KEMs 24s per system 18 buttons each up to 1008 buttons T3 Series All T3 telephones Up to 30 T3 DSS modules supported 36 buttons each up to 1080 buttons T3 DSS buttons are not included in the overall system limit for additional button module buttons XM24 6416 6424 Up to 10 XM24 units per system maximum of 2 per DS expansion module including the IP406v2 with a maximum of 1 per 6416 6424 phone 24 buttons each giving a maximum of 240 XM24 buttons T24 KIM Key Indicator Module T7316 Up to 42 T24 KIMs per system 24
449. lected 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 the Manager Private Call Users can set a status of private call using short codes or a programmed button Private calls cannot be recorded intruded on bridged into or monitored Hot Desking 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 example 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 Remote Hot Desking Feature e The ability for a user to Hot Desk to other locations within the Small Community Network e Available on Digital Analog and IP telephones Benefit e A user can make and receive calls from any office as if using the phone on t
450. led platform including BCM and Communication Server 1000 using UNIStim as well as IP Office using the SIP protocol e Transnetwork support increases employee productivity by providing users and network managers with a common set of telephones across the entire network e Internal voice data switch prioritizes voice traffic to ensure high quality speech and reduces costs by conserving wiring closet ports and eliminating the need for separate cable drops to the desktop e Automatic firmware upgrade ensures top performance and streamlines maintenance reducing the need for site visits e DHCP enabled IP telephones simplify network administration by providing centralized automated IP address management Multiple Platform Support These IP telephones are supported by heritage Nortel communication systems including BCM and Communication Server 1000 but now are available also for IP Office This industry leading platform interoperability facilitates growth and offers seamless migrations across customer premises and carrier based solutions All IP telephones offer a rich suite of business features designed to meet current and emerging user requirements and international icon based characters These features in addition to multilanguage support make the IP telephones ideal for worldwide use Integrated Switched Ethernet Connection Users can connect their desktop Internet telephone and their PC to the network on a single port The IP telephones feature
451. lephone Devices 350 telephone establish 269 Telephone Extension Cable Lengths 427 Telephone Options 14 Telephone User Interface telephone wishing 269 telephones including 10 telephones operating 287 Telephones Section 109 telephones utilizing Power 130 Telephony Functions 24 239 Telephony Signals 430 Telephony Tones 430 telesales 357 Test Conditions 382 Text To Speech 12 14 357 368 373 382 Text 370 Text to Speech 357 TFTP 182 185 187 287 430 thats 7 that s right 7 There s 7 Third Party Database Access 382 Third Party Fax 367 Third Party Text Speech 14 Third Party Text To Speech 14 Through Network Address Translators 430 TIA EIA 646 B conform 292 357 375 376 til 244 Time Division Multiplexing 97 time during product 14 Time Entries 262 time linking office 306 Time Profile 246 261 262 310 352 376 379 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 464 Issue 27 01 0 Thursday September 26 2013 Index timebands 307 Time Division Multiplexed Telephony 267 timeframe 382 timeout 241 352 376 TNS 292 To Email 357 363 382 Toggle Calls 241 265 toolkit 350 toolset 12 toolset including 12 Total base stations repeaters 178 Transfer call 342 operator 382 Transmission Control Protocol 430 transmission reception 292 Transmit Power 100mw 187 TransTalk 9040 113 Tray 342 347 Tray working 347 Trivial File Transfer Protocol 430 Trunk Cards 99 10
452. lephones SIP or H 323 devices require a 3rd Party IP Endpoint license to register to IP Office and will consume one instance of that license Note that Avaya cannot guarantee operation beyond making and receiving calls e IP Endpoint License 1 phone IPO R9 3RD PARTY IP ENDPT 1 ADI LIC 275611 e IP Endpoint License 5 phones IPO R9 3RD PARTY IP ENDPT 5 ADI LIC 275612 e IP Endpoint License 10 phones IPO R9 3RD PARTY IP ENDPT 10 ADI LIC 275613 e IP Endpoint License 20 phones IPO R9 3RD PARTY IP ENDPT 20 ADI LIC 275614 e IP Endpoint License 50 phones IPO R9 3RD PARTY IP ENDPT 50 ADI LIC 275614 Other System Licenses IPSec Tunneling IP Office control units can be configured to support VPN tunnels using IPSec and or L2TP While L2TP tunnels can be configured without requiring a license the use of IPSec tunnels requires this license Note that IP Office VPN tunnels are not suitable terminating VPN links for Avaya VPN remote client telephones e IPSec Tunneling License IPO R9 IPSEC VPN ADI LIC 275643 Centralized Intuity Audix Vociemail Enables the use of a centralized Intuity Audix or Modular Messaging system for the IP Office voicemail server e Centralized Intuity Audix Voicemail License IPO LIC ACM CENTRAL VM LIC DS 273952 CTI TAPI The IP Office TAPI software can be run in two modes 1 party or 3 party 1st Party mode does not require a license and allows individual users to control their phone using a TAP
453. lexible Dial Plan Through Manager the system defaults to a fixed 2 digit dial plan extensions 10 57 but can be changed to a flexible 3 digit dial plan extensions 100 599 Group Calling Ring Page Use this feature to ring page or transfer calls simultaneously to all of the extensions in any one of four Calling Groups G represents a Calling Group number from 1 4 When paging you hear a beep and can begin speaking Your voice is heard on the speakers of all idle system telephones in the selected Calling Group The first extension to answer the call on ETR sets by picking up the handset or pressing SPEAKER on 1400 Series sets or by pressing the ANSWER softkey on the display is connected to the caller You can group page employees for general announcements this is an inexpensive alternative to a paging system Group Hunting Ring Page Use this feature to distribute call volume among extensions in a group to off load call activity from a single user When an intercom or transferred call is placed to a Hunt Group where G is a Hunt Group number from 1 6 the system rings or voice signals the first available extension in the group passing over busy extensions or those with Do Not Disturb on in a circular hunt If a ringing call is not answered within three rings the call moves to the next available extension and so on until the call is answered or the caller hangs up For a voice signaled call only the first
454. line ring with the assigned ring pattern e Eight ring patterns are available e Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed e The default is pattern 1 If the Override Line Ringing feature is active then incoming calls on a line that ring at an extension ring with the configured extension ring pattern Visual Voice Messaging Supported on 1400 and 9500 digital telephones only Allows the user to manage their voice mail messages via their display Features supported include e access new old saved messages 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 message status from old saved to New Voicemail Options e Bypass Greeting o After a call goes to an extension s voice mailbox the caller can press the 1 key to bypass the mailbox greeting and begin recording a message e Change Message Status to New 06 o This feature provides the ability to change the status of a message from Old or Saved to New o Users can dial 06 at any time after the Old or Saved message begins to play through the 3 second pause after the caller information portion of the message e The message is moved to the queue of New messages o When a message is marked as New the system does not initiate a new Voicemail to Email message but the exten
455. lity IP Office supports serviceability via SSL VPN technology The SSL VPN client is embedded in the IP Office software both for IP500v2 and Linux The server side is the Avaya VPN Gateway AVG AVG is virtualized software can be loaded on any server see server hardware requirements Note Please refer to SSL VPN Remote Access 308 for more details on Serviceability Product Description 2013 AVAYA All rights reserved Page 95 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 7 IP Office 500 Platform Product Description 2013 AVAYA All rights reserved Page 96 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 7 IP Office 500 Platform IP Office is a modular communications solution that scales from 2 to 384 extensions on a single platform IP Office supports up to 32 sites and 1000 users in a multi site network with resilient and redundant capabilities It provides a hybrid PBX with both Time Division Multiplexing TDM and IP telephone and trunk support that can be used in either mode or both concurrently IP Office has data capabilities built in providing IP routing switching and firewall protection between LAN and WAN LAN2 IP Office has a web based applications suite that delivers contact center reporting voice and email messaging Interactive Voice Response conferencing and computer telephony integration IP Office solutions are built from hardware units and application software Ha
456. ll be automatically transferred This is called an Unsupervised or Blind Transfer Alternatively a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer This is called a Supervised Transfer Unless restricted by the system administrator the IP Office makes no differentiation between internal or external call transfers Distinctive and Personalized Ringing The IP Office uses different ringing sequences to indicate the type of call for example whether internal or external This feature is called distinctive ringing For analog telephones the distinctive ringing sequences used are adjustable For digital and IP telephones the distinctive ringing sequences are fixed as follows e Internal Call Repeated single ring External Call Repeated double ring Ringback Call Single ring followed by two short rings This ring is used for calls returning from park hold or transfer It is also used for call back when free and voicemail ringback calls This feature is supported across the IP Office Multi Site Small Community Network 2 Personalized Ringing 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 telephones 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 no
457. ll mount adapter Requirements for 1416 e Connect to Digital Station DS port e Power Supply From phone system Requirements for IP interface 1616 and 1616 1 e Power Supply IEEE 802 3af Power over Ethernet PoE class 2 device or optional wall plug local power supply e Codecs audio G 711 G 729a b Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control e QoS Options UDP Port Selection DiffServ and 802 1p q VLAN e SNMP Support Yes e IP Address Assignment Static or dynamic IP address assignment e Ethernet Ports Ethernet 10 100 line interface with a secondary 10 100 port for co located laptop or PC with VLAN separation Support of optional Gigabit Ethernet Adapter Language Support e 1416 1616 Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and four of the other languages at once in the phone Product Description 2013 AVAYA All rights reserved Page 146 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 BM32 Button Module for 1616 IP Telephones and DBM32 Button Module for 1416 Digital Telephones The DBM32 BM32 Button Module extends the number of feature buttons on your Avaya 1416 Digital 1616 IP Telephone It provides 32 additional buttons all with dual LEDs red green for easy visibility Up to 3 DBM32 BM32 button modules can be connected to a 1416 1616 phone The total number of DBM32 BM
458. ll rights reserved Page 329 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office Video Softphone IP Office introduces as part of the Teleworker and Power User package a new softphone application IP Office Video Softphone including a number of new features e Aversion of the client for the Mac OS environment not functionally aligned with the Windows version e Busy Lamp Field BLF busy beep support e The ability to send and receive Instant Messages e Video conference for up to six participants e Support for the G 722 codec option The IP Office Video Softphone is a full feature telephony client that supports standard telephony features on a PC running Microsoft or Mac operating systems Support of several audio options including support of wireless headsets with full hook switch support provides a flexible telephone option especially for people on the move 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 IP Office Video 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 client mode and application mode IP Office Video Softphone Application Mode IP Office Video Softphone runs in the background and standard call control is accomplished through productivity appli
459. ll rights reserved Page 330 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Ofce Softphone Exin3400 Softphone View EJS 4 un L tfe 2 0 3 n Ce mi Contacts History Directory Festures Speed dist User busy Alerting call Pickup possible Ce Con C Con Con Ce Co ont es Cm R a IP Office Video Softphone Speed dial tab and Busy Lamp Field The user interface is flexible allowing adjustment for personal preferences with detachable specific windows like the contact list window and Features buttons Features Speed dial everyone V Family 0 W Friends 0 wW system 9 Exin3400 Extn7050 Exin7300 IP Office Softphone Exin7301 Exin7202 Softphone View Contacts Actions Help rs Res Edit nu lt oie Qo id Exin7700 El cau T Softphone in smallest display mode Contact list detached Product Description 2013 AVAYA All rights reserved Page 331 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Video Support As well as audio calls IP Office Video Softphone supports end to end video calls on a single IP Office or within an IP Office Small Community Network The IP Office Video Softphone also provides the ability to establish video conference calls with up to six participants IP OMCE Sonphone Joseph f Call established 2 BA Son Hoa x AVAYA Sending my video
460. ll rights reserved Page 388 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Internal Mobile Twinning external Twinning Callback calls from the system Transfer and Park Return Paging calls Follow Me calls Requires IP500 BRI PRI or SIP trunks and Mobile Call Control to be enabled for that user Internal Twinning Belews This 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 Other users of the system need not know that the 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 e Follow Me To e Follow Me Here e Forwarding e Do Not Disturb inc exceptions e Context less hunt group actions Membership Service Status Fallback Group configuration e Voicemail On Off Access e Call Log Central Call Log for T3 and 1400 1600 9500 9600 telephones only e Redial Central Call Log for T3 and 1400 1600 9500 9600 telephones only e Personal Directory Entries for T3 and 1400 1600 9500 9600 telephones only Product Description 2013 AVAYA All rights reserved Page 389 IP Office 9 0 Issue 27 01 0 Thursday September 26 20
461. llite offices The following figures depict these two types of numbering schemes Linked Numbering Scheme Node Numbering Scheme Product Description 2013 AVAYA All rights reserved Page 304 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 12 Data Networking Services Product Description 2013 AVAYA All rights reserved Page 305 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 12 Data Networking Services LAN WAN Services The 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
462. lls during network or call server outages where possible the calls do not get re routed PSTN fall back Allows Server Edition to route calls over PSTN when VoIP trunks fail or busy It provides a mechanism to route H 323 SCN trunk calls via PSTN on busy or out of service by creating an ARS entry Local Failover for Hunt Groups Helps maintain hunt group processing for all local users until the connection is re established Also local hunt group processing will not persist over restarts Primary Server Failover Controls A new DSS button and SSA feature indicates the failure status as seen from the Secondary Server Pressing the button forces voicemail and hunt group processing to the Secondary Server VM Pro Licensing Changes for Resiliency support It is no longer a requirement to have a second set of Voicemail Pro ports on the Secondary Server in order to support Voicemail resiliency The system now supports voicemail resiliency the same as any other centralized license The same 15 day limit shall be extended for this license as well All Voicemail Pro port bundle license are supported Security Enhancements Single Sign On The Single Sign On SSO feature is extended to Voicemail Pro one X Portal and Web Management To achieve this new Server Edition installs and activates referred authentication This feature refers all login requests to the local IP Office using its security settings Web Manager for Server Edition ensures the same us
463. lls is critical in house conferencing is the only way to ensure privacy Product Description 2013 AVAYA All rights reserved Page 396 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Remote Management 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 e Multi site Small Community Network SCN Conferencing IP Office enables users joining a conference that is on another IP Office within the network ConfMeetMe to have the call automatically routed to that IP Office and join the conference No special configuration is required e Personal Conference The owner of the conference may use their extension number as the conference ID The owner of the conference has control of the conference with the ability to mute and drop calls of participants All participants will hear the system Music on Hold MOH till the owner joins and will hear MOH when the owner drops Feature supported on 1408 1608 2410 5410 4610 5610 and 1416 1616 2420 5420 5621 4621 4625 as well as 9500 and 9600 Series IP telephones Note that any internal party has the option to view amp drop participants not just the conference originator Product Description 2013 AVAYA All rights reserved Page 397 IP Office 9 0 Issue 27 01 0 T
464. local switch e Each announcement e g opening times will have the timestamp of the local switch The feature works in a Distributed Backup Preferred Edition scenario in the same way The feature also works in the same way for voice messages delivered to the hunt groups The following Preferred Edition features are affected by the ITZ feature as described above e Alarm Set e Call Answering Users and Hunt Groups e Call Recording e Campaigns e Clock Action e Distribution List e Incoming VPNM e Outcalling e Week Planner Action e Email reading Example Consider a setup where IP Office time is 14 00 UTC 2 00 and the corresponding VM Pro server is in a different time zone UTC 5 30 A user on IP Office sets an alarm for 14 30 The IP Office system will trigger the alarm when the time on the IP Office is 14 30 and not when the time on the VM Pro server is 14 30 Product Description 2013 AVAYA All rights reserved Page 362 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Interaction of Voicemail with Email Systems 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
465. logged out ensuring that an extension is not left logged in and calls go unanswered Monitor Calls A user can monitor other peoples calls 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 Acquire Call Feature e Takeover a call currently connected at another extension This feature is also known as Call Steal Benefit e Assist a colleague who indicates they want you to take the call Description The Acquire Call 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 Acquire call works in two ways invoked with or without a number Without a value in the number field e This allows a 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 Intrude 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 fa
466. luding Avaya IP Phone H323 Avaya Digital phones BCM 7000 Series Digital phones BCM1100 1200 Series IP Phones SIP DECT R4 and Analog phones The advanced feature set of IP Office SCN Networking is available between the IP Office and BCM MCDN Networking features are also available between the IP Office and BCM The standard SIP features described below are supported IP Office BCM and CS1000 Interoperability Analog PRI SIP SIP SIP MCDN SCN SIP MCDN IP Office 8 1 BCM6 0 Hi Analog Analog PRI PRI A SIP SIP B P Digital This configuration allows migrating a network of BCM and CS1000 to the IP Office step by step by adding IP Office systems to it e Protocol Support o IP Office to BCM SIP o IP Office to CS1000 SIP o IP Office to IP Office SIP or H323 SCN Networking o BCM to BCM SIP or SIP MCDN Product Description 2013 AVAYA All rights reserved Page 281 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o BCM to CS1000 SIP or SIP MCDN o Only UDP will be supported and not TCP Note IP Office to CS1000 using H 323 or PRI trunks is not supported and IP Office to CS1000 using NRS is no longer supported e Platform Requirements o IP Office e Release IP Office 9 0 e Edition Essential Preferred Advanced and Server Edition o BCM e Release BCM50 and BCM450 6 0 o CS1000 e Release CS1000 7 6 with Session Manager e Centralized Voicemail Centralized Voicemail for all
467. lutions and can be easily re deployed as your business grows or when needs change Enhance web conferencing video and other communications environments with the addition of these audio conferencing solutions Product Description 2013 AVAYA All rights reserved Page 131 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 B149 Avaya B149 is an excellent choice when holding telephone conferences with out compromising sound quality The Avaya B149 is equipped with Avaya s patented OmniSound 2 0 audio technology for crystal clear sound Save your contacts in the phone book and use the conference guide to easily set up multi party calls or pre programmed group calls Avaya B149 also has a built in recording function that enables you to record your calls on an SD memory card With its modern design Avaya B149 will be a welcome addition to any conference room It s also ideal in larger settings with the addition of optional expansion microphones Hold productive telephone conference meetings that not only save time but the environment as well by cutting travel expenses The Avaya B149 has the following advantages e OmniSound 2 0 e Analog connection e SD call recording e Expandable with microphones e Phonebook e Conference guide Product Description 2013 AVAYA All rights reserved Page 132 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 B159 Avaya B159 is packed with many smart features and
468. mail Message Extn202 gt Extn201 From Adam Philpott icemail redirected r soe Virus checked b i Fri 23 02 2001 0 From PC Voicemail To Steve Richards Tasks la Bid nine Notes 7 j gt IP Office Yoicemail redirected messagef Deleted Items 23 Product Description 2013 AVAYA All rights reserved Page 363 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Unified Messaging Service UMS Unified Messaging Service UMS provides the integration of Voicemail Pro with email systems A very simple installation and configuration process enables users to manage their voicemail messages by using the device of their choice including email clients or mobile devices UMS is licensed on a per user basis as part of the IP Office Power User Teleworker and Office Worker license Depending on the existing infrastructure UMS can be integrated with IMAP based email solutions as well as with Microsoft Exchange Server environments Voicemail Synchronization via IMAP 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 ne UMS J IP Office gt Mail Server e g Exchange N os ms gptional PC with Desk Phone Mail Client e g Outlook New voicemails arrive as emails with a WAV attachment and the user can handle them like any
469. mailbox or the voice recording library For example this is useful when a caller is going to give detailed information like an address or phone number and the caller will hear a warning message or tone that the call is being recorded in some countries Where 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 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 Note for IP telephones a VCM channel will be required for the duration of the recording Product Description 2013 AVAYA All rights reserved Page 247 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Telecommuter Mode Avaya one X Portal for IP Office 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 the Avaya one X Portal for IP Office server 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
470. matching the 4 physical display buttons All 4 buttons with Dual LED indicator e 4 contextual softkey buttons Context sensitive allocation of e g Hold Transfer Conference and more e Key Labels Icons and text used on fixed feature keys e Speakerphone Full duplex speakerphone 9508 Two way speakerphone 9504 e Hearing Aid Compatible Yes e Message Waiting Indicator Yes can also be used as a ringing call alert indicator e Personalized Ring Patterns Yes 8 Traditional Avaya e Headset Socket Yes Bluetooth and DECT headset support with adapter e Embedded Applications e Centralized call log and contact application fully transparent between 9600 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office e Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls Please note that the Voice dial feature of the 9600 telephones on Communication is not available on IP Office Product Description 2013 AVAYA All rights reserved Page 138 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Access to company directory and Visual Voice applications on IP Office e Upgradeable Firmware Yes e Expansion Yes Support of up to 3 x BM12 button 2 x 12 buttons per module total of max 64 available buttons 9508 only A separate power supply is needed when connection the BM12 to the phone as the digital line cannot power phone plus button module
471. mber stays in memory until a different one is saved Remote Call Forwarding Mobile Twinninng Remote Call Forwarding is supported This feature FEATURE 11 allows a user to send internal and external calls destined for a particular extension to an external phone number off the system over an analog trunk Remote Call Forwarding will not alert the internal extension but immediately sends the call out to the predefined number Remote Access to the Built in Modem This feature allows for unattended access to the built in modem x76 by calling into the system by a DID number or by transferring to the modem via the Automated Attendant When an Automated Attendant Selector code with the Transfer To Number action has the modem as its destination the system will transfer the call to the built in modem Product Description 2013 AVAYA All rights reserved Page 48 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Ring on Transfer This is used to specify what the caller hears while they are being transferred If Ring on Transfer is set to Active callers hear ringing while they are being transferred if it is set to Not Active callers hear beeps or Music on Hold if this is activated and a music source is connected to the system Ringing Line Preference When an extension is on hook and the extension is ringing the user simply goes off hook to answer the call and is automatically connected to the ringing c
472. me thresholds can be set for each state that has been selected to alarm Product Description 2013 AVAYA All rights reserved Page 405 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 3 X For Answered Calls Lost Calls No Answer Talk Inbound Talk Inbound Average Talk Total Talk Average and Presented Calls queue calls that overflowed to a queue are included in agent statistics but not in queue statistics 4 This documentation uses the full name for IP Office Customer Call Reporter statistics and states However for the display in browser screens the IP Office Customer Call Reporter can use abbreviated names The statistics however remain the same Historical Reporting The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve the reporting information they need from one of seven standard drag and drop report templates The IP Office Customer Call Reporter offers cradle to grave reporting for businesses that want to track specifically how a call was routed through their business The historical reporting is accessed via the Supervisor login IP Office Customer Call Reporter Report Templates The following main report templates are available with IP Office Customer Call Reporter e Agent Summary Report This report type details the call activity for agents in a queue or for specific agents e Call Details Report The Call Details Report contains details of the to
473. ment Power Consumption Watts Telephone PoE Conservation Typical Max Power Class Mode 1603 1603SW 2 4 32 375 510 a608 2 466 376 569 a616 2 317 283 365 Gig adapter 316 ma 5s a EE ES o ssaa gt o 45 49 ss ema na 0 ve 0 ses o 13 205 2 55 SO 764 7 a O o oe os 47 C gt 32 34 47 EM na 010 031 _o amp Avaya Individual Power Supply The power supply can operate globally within a wide range of Alternating Current AC input voltages 90 264 Volts Alternating Current VAC 47 63 Hz This power supply has a green indicator LED that shows the unit has power to the PHONE socket on pins 7 amp 8 of the CATS cable This item is available in two different versions with and without an internal battery for uninterrupted power to the phone 1151 local power supply without battery and with battery backup For 1600 Series telephones a separate line of cost efficient power supplies is available in different regional versions Product Description 2013 AVAYA All rights reserved Page 130 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 B100 Conference Telephones The Avaya B100 Conference telephones provide the convenience and productivity benefits inherent in a powerful hands free conference phone It offers a range of phones suitable for midsize and large conference rooms B100 Series offer both SIP and Analog
474. mes for service For example a time profile could be set up to make Internet Access available to staff only during lunch times Using time profiles it is also possible to define an alternative service to operate outside the operational hours of the main service This may be used to take advantage of alternative tariffs at off peak periods Switching to this fallback service can also be controlled manually by dialing a secure short code from a handset This can be particularly useful in allowing quick restoration of service in the event of an ISP failure This feature also applies to days of the week or specific calendar dates Password Authentication Protocol PAP PAP is a method of authenticating the remote end of a connection using unencrypted passwords Challenge Handshake Authentication Protocol CHAP Challenge Handshake Authentication Protocol allows an incoming data call to be authenticated using encrypted passwords The system also provides the option to periodically reaffirm the authenticity of the caller during the data call Data Header Compression IP Header Compression IPHC reduces the header size of the data packet to gain bandwidth efficiency over Wide Area Networks but adds to transmission latency Data Compression IP Office supports both Microsoft Point to Point Compression and Stac Lemple Ziv to provide greater throughput on slow speed wide area network links Bandwidth Allocation Control Protocol BACP
475. mic a legacy telephone system as required Avaya would like to stress that although most analog telephones will work on IP Office Avaya cannot guarantee that all analog telephones in every region of the world will work on the IP Office e Analog telephones connect to IP Office via ports marked PHONE ports Product Description 2013 AVAYA All rights reserved Page 228 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya 6200 Analog Telephone North America The 6200 range of telephones are single line analog telephones that require one tip and ring pair for operation This series of telephones have a Ringer volume control on the side of the telephone and a Handset volume control on the front of the phone They use DTMF dialing only and support the Positive Disconnect function In addition these telephones have a Message light a recall button that allows access to system features a redial button that allows automatic redial a hold button with a single associated light and a data jack on the rear of the telephone The 6219 phone adds 10 programmable dialing buttons and the 6221 phone adds a built in speakerphone with mute capability 6219 6221 as a ee 7 7 Beker RE EE 7 7 7 Hold with indicator light 7 7 System Hold l X Jf Mt XX x Ringing Volume Control 3 position Ringing Patterns 2 CU X X
476. n DevConnect program to work with and enhance the operation of the system The current requirement is to support a screen pop type application called Pickup IP which is also supported on IP Office The TAPI API only supports 15t Party TAPI applications System Programming Procedures Transfer Return Rings Recall Timer Duration Outside Conference Denial Backup Programming Automatic Backup Programming Manual Restore Programming Automatic Daylight Standard Times Hold Reminder Tone Network Time Synchronization Hold Disconnect Time Direct Extension Dial Lines Group Call Distribution 208 Line Coverage Extension Line Assignment Display Language Automatic Extension Privacy Transfer Return Extension gt pol ZOO Su a S el lt lt o oO o olo E lt 5 21313 E a 4 o 210 a g gt 3 5 Ci o 2 a 3 a S t 2 a Forced Account Code Entry 308 g istinctive Ring ntercom Dial Tone xternal Hotline 317 Caller ID Log Answered Calls 318 Caller ID Call Log Line Association 320 Call Coverage Rings Code 101 103 104 105 107 109 119 123 124 125 126 127 128 203 205 206 208 301 303 304 305 306 307 308 309 310 311 olimp is w Cc sk ie S TIS a lt z un Q O lt o Eai emote Call Forwarding ersonalized Station Ringing Outgoing Call Restriction Toll Call Prefix Disallowed List
477. n 1 products and the IP DECT Gateway solution The IP base station 2 product also use the same housing as the equivalent IP base station 1 products which means that there is no change to the mounting products and IPBS1 units can be easily replaced with IPBS2 units if needed External antennas and power supplies for IPBS1 can also be used with IPBS2 Product Description 2013 AVAYA All rights reserved Page 161 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP DECT Gateway Information The IP DECT Gateway allows connecting digital base stations to the DECT R4 solution with the intention to leverage existing 4 wire cabling for example when replacing an older PBX with IP Office In addition Avaya is introducing new versions of the IP Base Stations IPBS and the Avaya Inbuilding Wireless Server AIWS The new Avaya IP DECT Gateway solution consists of new digital DECT base stations connected to an Avaya IP DECT Gateway The solution extends the existing Avaya DECT R4 solution by making use of 4 wire UPN cables The Avaya IP DECT Gateway will enable digital DECT base stations to act as additional radios that belong to an Avaya DECT R4 system The IP DECT Gateway will be connected to the LAN and communicate to the IP Office AIWS Chargers and any IPBS via IP Standalone Avaya IP DECT Gateway installations and mixed installations with DECT R4 IP base stations are possible DECT R4 IP Base Stations and Digital Base Stations use
478. n 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 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 and Avaya one X Portal for IP Office 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 Record a personalized greeting per conference requires Preferred Edition Voicemail Pro e Conference entry exit tones Single beep on entry double beep on exit e Conference call recording Manual recording initiated by user on IP Office via Avaya one X Portal for IP Office digital IP display phone or a short code requires Preferred Edition Voicemail Pro e Security 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 In cases where the security of ca
479. n that is accessible with Internet Explorer IE V7 0 and higher The 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 Use the replay controls to start 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 Use the waveform to avoid replaying static or silences and to move easily to specific portions of a call The Search and Replay screen shown below provides filter fields that you can use to search for calls Product Description 2013 AVAYA All rights reserved Page 381 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Help About AVAYA ContactStore ai Change Password powered by Verint Systems 02 14 30 FT Logout Results Administration Select All Select None Administer System en Call Startv A Typev4 Targetv4 Search Filters 24 04 09 02 13 54 00 15 2205 Extn2205 2207 Extn2207 Outgoing 2207 m Call Start Range fC 24 04 09 02 14 26 00 12 3103 Extn3103 2205 Extn2205 Incoming 2205 01 04 09 00 00 00 24 04 09 02 24 27 00 09 2205 Extn2205 2207 Extn2207 Outgoing 2207 D 13 05 09 m 23 59 59 fC 24 04 09 02 25 19 00 12 3103 Extn3103 2205 Extn2205
480. n that is in a Pickup Group you can answer the call at any extension without knowing which extension or line is ringing and without being in the same Pickup Group The system can have up to four Pickup Groups Hold Reminder If a call is left on hold for longer than a specified period the extension will ring back alerting you that the call is still on hold This ring continues to sound until the held call is retrieved or until the caller hangs up Product Description 2013 AVAYA All rights reserved Page 73 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hot Dial This feature enables a user to start dialing a number without first pressing the speaker button or going off hook Hotline This feature allows designated extensions to automatically place an intercom call to another designated extension when it goes off hook Intercom Dial Codes e I represents the INTERCOM button e XX represents a system extension number e G represents a single digit group number e LL represents a system line number Intercom Dial Tone Use this feature to determine the type of dial tone that the system provides at an extension It may be necessary to change this setting to Machine outside line dial tone for an auto dialing device such as a fax or modem that has trouble making calls For example if you have a modem that checks for outside line dial tone before dialing use this procedure
481. nal button alarm call answer call etc Text message support requires AIWS 30 messages sent received storable message length 160 characters This handset is also GAP compatible It can therefore be used on other DECT systems including Avaya IP DECT However when in GAP mode the functionality is limited to standard call DECT roaming and handover Access to other features including IP Office central directory and time of day is not available in GAP mode Product Description 2013 AVAYA All rights reserved Page 169 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The new DECT R4 handsets will work with the legacy IP DECT system Nevertheless not all features available with the 3701 and 3711 handsets will be available on the DECT R4 handsets as well An incomplete list of working features is Subscription with PARK Basic Call Display Messages with some limitations e g truncation at end of line Handover Roaming R Key Handling Enquiry call Conference Feature Access Codes Distinguish between internal external calls DTMF during call Local call log calling party numbers are transmitted Local time and date Features already known to be not working with DECT R4 handsets and the legacy IP DECT system are Access of external directory e g LDAP Get time and date from the system WML WAP access SMS Messaging not a feature of the legacy IP DECT system Generally it is highly
482. navigate through contacts and call logs 7 Function keys F1 Use the appropriate function key to activate the feature assigned to that key F8 There are eight 8 configurable function keys Product Description 2013 AVAYA All rights reserved Page 156 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Repeater Charge unit Description Holds the handset upright as depicted and charges the handset Blue handset LED Indicates when the handset is placed in the charge unit The LED flashes to indicate that the handset is charging When the handset is fully charged the LED stops flashing and appears solid Blue battery LED Indicates when the battery slot is in use The LED flashes to indicate that the battery is charging When the battery is fully charged the LED stops flashing and appears solid Battery slot tab Locks the rechargeable battery in place Press down on this tab to unlock and remove the battery Product Description 2013 AVAYA All rights reserved Page 157 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Wireless DECT R4 The Avaya DECT R4 solution delivers the productivity boosting benefits of IP and wireless communications across multiple offices in a convenient lightweight handset It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users This system also supports users in different offices connected via
483. nchronization Hold Disconnect Time Direct Extension Dial Lines Group Call Distribution 208 Line Coverage Extension Line Assignment Display Language Automatic Extension Privacy Transfer Return Extension gt pol ZOO Su a S el lt lt o oO o olo E lt 5 21313 E a 4 o 210 a g gt 3 5 Ci o 2 a 3 a S t 2 a Forced Account Code Entry 308 g istinctive Ring ntercom Dial Tone xternal Hotline 317 Caller ID Log Answered Calls 318 Caller ID Call Log Line Association 320 Call Coverage Rings Code 101 103 104 105 107 109 119 123 124 125 126 127 128 203 205 206 208 301 303 304 305 306 307 308 309 310 311 olimp is w Cc sk ie S TIS a lt z un Q O lt o Eai emote Call Forwarding ersonalized Station Ringing Outgoing Call Restriction Toll Call Prefix Disallowed List Assignments Emergency Phone Number List Allowed Phone Number Lists W o v 7 lt Ma lt M 4 2 2 oO 3 v CE oO 2 M D g o a a a 2 9 a a un Allowed List Assignments orced Account Code List mn ickup Group Extensions alling Group Extensions Night Service Button Night Service Group Extensions Hunt Group Extensions VMS Hunt Schedule ax Machine Extensions Doorphone Extension 1 Doorphone Alert Extensions O eN a A A A Aa e A CRE a 2 ele s
484. nd Integrated Switch USB Interface Wideband Capability Speaker PoE Class base level Applications Buttons Contacts Home History Contacts Home History Message Phone Message Phone Volume Mute Headset Volume Mute Headset Speaker Speaker 5 Way Navigation Cluster Customizable Faceplate No No o Maximum Button Modules 3 3 2 x 12 buttons Features Display o 9608 Monochrome display 3 2 inches x 2 2 inches 8 2 cm x 5 5 cm o 9611G Color display 2 8 inch x 2 1 inch 7 0 cm x 5 3 cm Fixed Feature Buttons 10 plus Four way navigation cluster button o Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED o Avaya Menu button browser options and settings access Telephony application button to return to main telephone screen o Contacts button history Call log button LED quick access voicemail Message button with LED and corner message indicator Programmable Contextual buttons o 24 in 3 switchable display pages of 8 matching the 8 physical display buttons All 8 buttons with Dual LED indicator o 4 contextual softkey buttons Context sensitive allocation of e g Hold Transfer Conference and more Key Labels Icons and text used on fixed feature keys Speakerphone Full duplex speakerphone Hearing Aid Compatible Yes Message Waiting Indicator Yes can also be used
485. nd may also create opportunities for joint marketing including exhibitions use of Avaya s logo and other benefits More information on the DeveloperConnect program can be found at www devconnectprogram com TAPI Functions Supported by IP Office TAPI 2 1 Functions Supported TAPILink Lite provides the following functionality for TAPI 2 1 e lineAddToConference e lineGetCallStatus e lineSetCallPrivilege e lineAnswer e lineGetDevCaps e lineSetStatusMessages e lineBlindtransfer e lineGetID e lineSetupTransfer e lineCompleteTransfer e lineGetLineDevStatus e lineShutdown Product Description 2013 AVAYA All rights reserved Page 351 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e lineConfigDialog e lineHold e lineSwapHold e lineClose e lineInitialiseEx e lineUnhold e lineDeallocateCall e lineMakeCall e lineUnpark e lineDial e lineNegotiateTAPIVersion e lineSetCallData e lineDrop e lineOpen e lineDevSpecific e lineGetAddressCaps e linePark e lineGenerateDigits e lineGetAddressID e lineRedirect e lineGenerateTone e lineGetAddressStatus e lineRemoveFromConference e lineMonitorDigits e lineGetAppPriority e lineSetAppPriority e lineMonitorTones e lineGetCallInfo e lineSetAppSpecific TAPI 3 0 functions supported The following functions are supported using TAPI 3 0 ITTAPI ITCallInfo ITCallStateEvent e Initialize e get_Address e get_Cause e Shutdown e get_CallState e get_State e EnumerateAddresses e get
486. nd personal security e More effective working practices leading to shorter project times and supporting dispersed organizations and complex supply chains Furthermore the Return On Investment ROI is very short as Meet Me conferencing is a built in feature of IP Office Preferred Edition The typical ROI of just 4 to 6 months compared to Service Provider conferencing services based upon 2 hourly conferences with 5 participants per week IP Office Preferred Edition Meet Me Conferencing Solution The conferencing solution built in to IP Office enables multiple callers to talk in an audio conference Callers can be on site personnel as well as external parties whether field based engineers sales staff on the road customers or suppliers Conference calls can be planned in advance or established ad hoc as and when required Purchasing Manager London Office i t VoiceMail Pro New LES Office j Red Supplier Mobile Worker Sales Director Home Worker IP Office Preferred Edition with Voicemail Pro complements the built in conference bridge facility on IP Office systems by allowing participants to enter conferences through dedicated numbers adding guidance prompts as well as requesting PIN codes as participants enter the conference for security For example if conference calls are regularly scheduled Voicemail Pro can have pre programmed Call Flows for weekly conference calls e g every Tuesda
487. nd wall mount use e Fixed Buttons 10 o Volume up down separate volume levels for the handset speaker and ringer Mute button Speaker button o Avaya Menu button options and settings access o Hold button Conference button Transfer button Drop button Redial button e Programmable Contextual buttons 3 o 3 line appearance key buttons with dual LEDs red green and paper labels Printing tool available Product Description 2013 AVAYA All rights reserved Page 141 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Key Labels Icons and text used on fixed feature keys e Speakerphone Two way handsfree speaker and microphone e Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also supporting TTY acoustic coupler e Message Waiting Indicator Yes also useable as a ringing call alert indicator e Personalized Ring Patterns Yes 8 e Headset Socket No e Upgradeable Firmware Yes e Expansion None e Color Black e Mounting Desk or wall mountable Requirements for 1403 e Connect to Digital Station DS port e Power Supply From phone system Requirements for IP interface 1603 1603SW 1603 I 1603SW I e Power Supply Optional IEEE 802 3af Power over Ethernet PoE adapter class 2 or optional wall plug local power supply e Codecs audio G 711 G 729a b Dynamic Jitter buffer Echo Cancellation Comfort Noise Automatic Gain Control e QoS Options UDP
488. ne Software 284 VPN Phones 14 97 152 Licenses 284 VPN access 284 VPN gateways 284 W waiting Acquire Call 263 walkie 182 walkie talkie 188 Wall Plate Adapter 189 WAN 11 13 97 178 285 286 290 306 307 309 312 357 417 430 switching 297 VCM 285 WAN link 306 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 466 Issue 27 01 0 Thursday September 26 2013 Index WAN multiplexers 307 WAN3 97 108 418 427 WAN3 10 100 97 108 WAN3 Module 418 427 WAP WML 202 204 Warm Start 415 Watts 130 427 WAV 241 326 346 363 368 380 wav file 241 326 380 waveform 380 Web 7 11 377 379 380 Web Server 380 Web site 11 Week Planner 357 WEP 185 187 whats 267 Whisper Announce 357 382 XM24 109 235 XM24 DSS Unit 235 Y Year 7 Yes 148 149 150 200 202 204 326 355 382 Z Zetafax Networks 367 Wide Area 108 178 297 306 309 310 Wide Area Expansion 297 Wide Area Network 178 306 310 Wide Area Networking Protocol 309 Width 180 427 WiFi 113 182 185 186 187 188 235 Wink Start 292 WINS 309 Wire 10 113 148 149 150 182 185 187 267 287 347 closet switch 130 wire speed 287 Wired Equivalent Privacy 185 187 Wireless 7 10 14 24 109 113 130 152 178 182 187 189 235 239 267 430 Wireless Access Points 182 Wireless Module 430 Wireless Telephones 14 113 152 182 187 189 235 Wireless VolP 14 Within SoftCon
489. nection of remote 9600 Series IP Telephones with the H 323 FW which resides behind a NAT Router to IP Office The configuration does not require any VPN concentrator equipment with the IP Office system With the Remote Worker feature enabled remote 9600 H 323 IP Phones can connect to the IP Office system even if the IP Office is located behind a NAT router The sets are authenticated on the IP Office in the same way as sets in the private network The IP Office will determine that a set is located outside the private network based and relay the VOIP RTP traffic to ensure it transverses the NAT router It is important to note that the H 323 signaling and the media traffic is not encrypted but the proprietary binary format adds a basic level of encryption To reach the IP Office from the remote private network remote H 323 IP Phone needs to be configured to the public IP address of the NAT router hosting the IP Office Configurable ports need to be forwarded to the IP Office The IP Office requires a valid public IP address be configured for the feature to function The public IP address can be statically configured or dynamically discovered via a STUN server The Remote Working feature needs to be enabled in the IP Office Manager The Remote Worker feature requires the Essential Edition license which provides four 4 remote worker seats with the IP Office system Additional remote worker capability is available with the Teleworker User package and a P
490. nes Gateways and Gatekeepers all support the H 323 standard and it is this that allows devices from different manufacturers to work together IP Office has an optional integral Gateway Voice Compression Modules and Gatekeeper functionality required to provide a fully functional IP Telephony solution SIP Session Initiation Protocol IP Office supports SIP which is a signaling protocol used for creating session oriented connections between two or more locations in an IP network SIP trunking is a service offered by and ITSP Internet Telephony Service Provider that permits businesses with an IP Office installed to use Voice over IP VoIP outside the enterprise network by using the same connection as in Internet connection Product Description 2013 AVAYA All rights reserved Page 269 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Telephony Features Gatekeeper The IP Office gatekeeper allows the registration of up to 384 IP extensions on the IP500 less the number of analog and digital TDM telephones already configured on the system Gateway The Voice Compression Module provides the H 323 gateway function that allows IP extensions to make calls to other non IP devices The maximum number of simultaneous calls is limited by the number of channels available on the Voice Compression Module IP Office must be fitted with an optional Voice Compression Module to enable IP telephony Silence Suppression Silenc
491. nes in the selected Calling Group The first extension to answer the call on ETR sets by picking up the handset or pressing SPEAKER on 1400 Series sets or by pressing the ANSWER softkey on the display is connected to the caller You can group page employees for general announcements this is an inexpensive alternative to a paging system Group Hunting Ring Page Use this feature to distribute call volume among extensions in a group to off load call activity from a single user When an intercom or transferred call is placed to a Hunt Group where G is a Hunt Group number from 1 6 the system rings or voice signals the first available extension in the group passing over busy extensions or those with Do Not Disturb on in a circular hunt If a ringing call is not answered within three rings the call moves to the next available extension and so on until the call is answered or the caller hangs up For a voice signaled call only the first available extension is signaled if that extension does not answer the call does not keep hunting After an extension receives a Hunt Group call the next call to the Hunt Group will not ring or voice signal that extension first unless all other extensions in the group are busy or do not answer Group Pickup Use this feature to answer any outside intercom or transferred call ringing at an extension in a Pickup Group where G is a Pickup Group number from 1 4 When a call rings at an extensio
492. networking with Other Avaya Products 302 Common Networking Features 303 12 Data Networking Services LAN WAN Services 306 Internet Access 306 Remote Access Features 307 LAN to LAN Routing 307 SSL VPN Remote Access 308 Data Networking Features 308 13 Unified Communications Module Product Description IP Office 9 0 2013 AVAYA All rights reserved Issue 27 01 0 Thursday September 26 2013 Page 4 Contents 14 Applications Server IP Office Conferencing Capacity 396 i IP Office Standard Conferencing Features 396 ne ce Pt a 21 The Contact Center IP Office Video Sofiphon un na dencre 330 Customer Call Reporter 399 Flare Communicalori ss eines hetitedetereatdee 336 22 Management Utilities 16 Receptionist Web Manager nent mi Herr Mecs 413 SoftConsole Options ais satiant Musmilantien 346 M eae pute MARS Sens 11G Re IP Office Monitor 417 SoftConsole Administration 347 a SoftConsole PC Requirements un Sag PE Ne Manage meN Poteet System Status Application 419 17 Computer Telephony Integration Data Migration Manager 420 CTI with IP Office PU EE O E AE E E TA 350 23 IP Office Support Services and TAPILink Lite 1st Party TAPI Support 350 TAPILink Pro 3rd Party TAPI SUpport 351 Automated On Boarding Support for Developers ne 351 Avaya Global Services 424 TAPI Functions Supported by IP Office 351 On Boarding Automation 425
493. ng Incoming Caller ID Analog telephones have access to all dial code features familiar to PARTNER users e g Call pickup Line pickup Call Forwarding activation deactivation etc Analog telephones connected to a phone module or Combination Card default to intercom dial tone To place an outgoing call the user will dial 9 Analog telephones connected to an ETR module follows programmed Automatic Line Selection Product Description 2013 AVAYA All rights reserved Page 62 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 System Administration The Norstar Mode and IP Office Basic Edition A Law can be programmed in the following ways Telephone User Interface TUI from extension 10 or extension 11 and uses the same administration codes 65 as the Norstar system TUI programming is an alternate way to do System Administration and Programming on the Norstar Mode It is based on the Norstar TUI but with improvements Using TUI System Administration on ETR 1400 9500 and select Norstar telephones the buttons under the display become soft keys which are used to navigate and change the administration items There are also shortcut codes which enable the administrator to jump to particular administration items Centralized Programming is similar to System Administration but it is used to administer buttons and other options for any telephone in the system Individual Programming continues to be supported allow
494. ng IM messages new deposited VM messages conference participants entry exits VM deposits in progress Avaya one X Mobile Preferred Client Support The following table lists the various mobile devices and operating systems supported by the one X Mobile Preferred client and the download site on the respective App Stores one X Mobile Preferred Mobile device Supported OS Posted Application Name Download site Android OS 2 1 and above one X Mobile Preferred Google Play Store Product Description 2013 AVAYA All rights reserved Page 387 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 On Site Mobility IP Office offers different solutions for users working mainly at the business campus but with the need to be accessible all over the site Avaya On Site Wireless Phone Solutions Avaya IP Office Wireless Solutions include DECT and WiFi based wireless IP telephones These are solutions employees can use every day to work more effectively and be more responsive to customers all while increasing revenues and keeping communication costs firmly under control Also Avaya IP Office Mobility Solutions integrate seamlessly with IP Office enhancing each customer s investment IP Office s in building Mobility Solutions improve communication with staff who because of the function they perform are mobile within the workplace Using wireless technology such individuals may be instantly contactable with many obvious benefit
495. ng IP Office central directory and time of day is not available in GAP mode Product Description 2013 AVAYA All rights reserved Page 172 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 DECT R4 Handset Summary Telephone 3720 DECT 3725 DECT 3740 DECT 3749 DECT Telephone Telephone Telephone Telephone Keypad Hook on off buttons yes Softkeys Navigation cluster 4 way Volume buttons Alarm button Display Display illuminated Black and white pixels 64K colors Signal strength yes yes yes yes indicator Time and date yes yes yes yes display yes 2 way speakerphone yes 2 way speakerphone Headset interface 2 5 yes no IP65 compatible special plug mm Bluetooth 2 0 no yes no yes Headset profile O a Ringing options Ring Vibration visual Ring Vibration visual Usage profiles Supported Supported Key beep Yes selectable Yes selectable Message LED Red yes yes yes yes green Local Directory 250 250 250 250 Contacts Access to IP Office Possiblelt Possible Possible Possible Directory Support of Text no Optional Optional Optional Messaging Phone lock pin protected pin protected pin protected pin protected Programmable in 10 functions 10 functions 10 functions 10 functions Call Feature menu Programmable Call 10 functions 10 functions 10 functions 10 functions Services Menu Battery Lithium Polymer Lithium Ion Lithium Ion Lithium Ion Standby Talk time 160 16 hou
496. ng 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 IP Office Software Development Kit This toolkit is delivered on a single CD 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 TAPILink Lite 1st Party TAPI Support TAPILink Lite provides simple first party CTI via Microsoft TAPI 2 1 and 3 0 Individual desktop PCs connected to the Local Area Network communicate with IP Office via an IP connection over the LAN Each PC is capable of controlling one telephone device see diagram below Product Description 2013 AVAYA All rights reserved Page 350 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office IP Office User Windows PC P Office TAPI2 Microsoft TAPI 2 1 and 3 0 are specifications and developers interfaces for controlling and monitoring a telephony device The specification requires that a certain amount of core functionality is implemented and additionally defines a series of optional functionality that switch vendors may also implement TAPILink Pro 3rd Party TAPI Support TAPILink Pro provides all of the features and functionality of TAPILink Lite but
497. ng features A multi line phone with four programmable line feature key appearances High resolution backlit graphical pixel based display Adjustable five position tilt stand 5 to 55 plus vertical design for smaller desktop footprint Fourteen fixed keys and four soft keys 10 100 1000 Base T with integrated PC amp LAN Ports XAS G XAS supports data applications and Web browsing USB port for enhanced navigation and productivity Expansion Module Console Port Visual Alerting and Feature Status Indicator Lamps Integrated headset port for optional wired Headset Active Ethernet link LED indication Secure Tools Menu facilitates access to preferences amp administration 802 3af PoE Class 3 or local power options Desk and Wall Mountable Color Graphite with Silver Metallic Bezel IP Phone 1140 The IP Phone 1140E provides the following features Multi line phone with up to 12 programmable line feature keys High resolution backlit graphical pixel based display Adjustable five position tilt stand 5 to 55 Fourteen fixed keys and four soft keys Integrated Bluetooth radio for office and home based mobility 10 100 1000 Base T with integrated PC amp LAN Ports XAS G XAS supports data applications and web browsing USB port for enhanced navigation and productivity Visual Alerting and Feature Status Indicator Lamps Expansion Module Console Port Integrated headset port for optional wired Headset Active Ethernet link LED in
498. nication e 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 e 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 IP Office using existing IP Office functionality Therefore while functionality is provided e g allowing hot desking also 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 e 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 hot desking
499. nique Line Ringing Override Line Ringing This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it Once a ring pattern is assigned to a line incoming calls on that line ring with the assigned ring pattern e Eight ring patterns are available e Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed e The default is pattern 1 If the Override Line Ringing feature is active then incoming calls on a line that ring at an extension ring with the configured extension ring pattern Product Description 2013 AVAYA All rights reserved Page 78 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Visual Voice Messaging Supported on 1400 and 9500 digital telephones only Allows the user to manage their voice mail messages via their display Features supported include access new old saved messages next and previous message fast forward and rewind pause message save delete and copy message to other users of the system change default greeting change password change message status from old saved to New Voicemail Options Bypass Greeting o After a call goes to an extension s voice mailbox the caller can press the 1 key to bypass the mailbox greeting and begin recording a message Change Message Status to New 06 o This feature provides the ability to change the status of a message from Old or Saved to New o
500. notification set Messages can be shared forwarded with colleagues and retrieved by any telephone capable of tone dialing When used with Avaya one X Portal for IP Office the PC can be used to control message playback e Integrated Voicemail to Email Presentation Voice messages can be copied into email messages and delivered into the email system IP Office uses SMTP or MAPI to deliver a copy of the voice message e Unified Messaging UMS The Unified Messaging Service within Preferred Edition provides a higher level of integration to synchronize both voicemail and email inboxes e Auto Attendant Simplify service for administrators with this easy to use feature with the ability to construct customized automated services allowing callers to efficiently navigate the system and reach the right person without the assistance of an operator Available with Preferred Edition and with Essential Edition e Interactive Voice Response IVR and Text to Speech Create automated customized systems allowing callers to interact with business information for example reading email account enquiry systems automated ordering systems ticket purchasing systems PIN checking remote time sheet management etc Enhance these systems by using Text To Speech to read information back to callers Available with Advanced Edition e Queue Manager and Campaign Manager Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic managemen
501. ns e An evaluation of the network s topology to check that the design is both sound and reasonable e Measurement of packet loss jitter and delay over the course of multiple days and measured on a per minute basis A graphical representation of the data is the preferred output method e Examination of QoS Class of Service CoS parameters in place in the network e Summary of findings and possible actions to correct problems The assessment should leave you confident that the implemented network will have the capacity for the foreseen data and voice traffic and can support H 323 DHCP TFTP and jitter buffers in H 323 applications With this in mind if you require support during or after an IP Office VoIP installation a copy of your network assessment documentation will be requested by your support channel For more details about available tools resources and services to enable you to audit your network for VoIP readiness please contact your local Avaya representative IP Packet Flow Control While a high performance switch forwards data packets at full wire speed to and from its ports simultaneously there may be times when a switch port may not be able to accept packets at the rate it is receiving them For example the switch port may be receiving packets from multiple ports at the same time or the switch port may be receiving packets from a port operating at a faster speed For instance the sending port might be operating a
502. nstalled in the optional SD card slot providing redundant backup and system upgrade capabilities Lard Slots _ _ _ ixe_meq_ cr 1 2 3 4 pagua PUO svemsp opkesp gremi O Opkra St O R5232 DTE Reset Expansion ports for Status LEDs Port switch Expansion Modules Aore aii System SD card slot External LAN Ports Optional SD card slot music on hold LAN LAN1 External output switch input WAN LAN2 The front of the IP500 V2 Control Unit has 4 expansion bays which supports the following system modules e Combination Card Analog Trunks Max 2 per system The Combination Card provides 6 digital station DS ports Ports 1 6 2 analog station ports Ports 7 8 4 CO Line ports Ports 9 12 and 10 Voice Compression Channels e ETR6 Card Max 3 per system The ETR6 Card provides 6 ETR PARTNER ACS telephone station ports Ports 1 6 and supports 1 of the following optional trunk cards ATM4 or PRI T1 When an ATM4 is added ports 7 8 become Power Failure Transfer ports and ports 9 12 provide 4 additional CO Line Ports Compatible only with PARTNER Mode and Mu Law SD cards with Basic Edition in North America market only e DS8 Card Max 3 per system The DS8 Card provides eight digital station ports Ports 1 8 and supports 1 of the following optional trunk cards ATM4 or PRI T1 When an ATM4 is added ports 9 12 provide 4 additional CO Line Ports This card supports only the 1400 and 9500 Series telephones e
503. nstalled on the same IP Office in an SCN e Avaya one X Portal for IP Office server needs to be installed in the IP Office with Preferred Edition Upgrade Licenses New IP500 V2 Systems Upgrading Basic Edition to Standard Mode Essential Edition requires that an Essential Edition License to be applied to the system Software Upgrade To upgrade any existing IP Office system a release license is required An upgrade licenses sold separately is also required Upgrade licenses depend on the system size Systems covered by an IPOSS support contract are eligible to receive the release 9 0 upgrade free of charge as part of their contract entitlement e Small System Upgrade License IPO R9 UPG SML ADI LIC 275670 This license can be used to upgrade systems with up to 32 users and no external expansion modules e Large System Upgrade License IPO R9 UPG ADI LIC 275669 This license can be used to upgrade system with more than 32 users or with external expansion modules Basic Edition systems are automatically configured with either 48 or 100 users and so cannot use a Small System Upgrade License Standard Mode systems also require an Essential Edition system license in order to operate unless the system has a virtual Essential license Upgrade Impact A Preferred Edition license is always dependent on an Essential Edition license Pre release 8 0 systems that are not in entitlement receive a virtual Essential Edition license once
504. nt types of users in multisite network have the same functionalities independent of where the Preferred Edition is installed The objective is to keep this behavior in the future without changing the current way SCNs are implemented When in a multisite network if there is one or more Preferred Edition installed in one of the IP Offices all the IP Offices in the network will consider themselves to have a Preferred Licenses as pre requisites for Power User Teleworker Mobile Worker and Office worker They can also organize Meet Me conferences To have Preferred Edition installed on an IP Office it is still required to have a local Preferred Edition license In case the IP Office with Preferred Edition is down the rest will still have the same behavior as above Product Description 2013 AVAYA All rights reserved Page 438 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 If there is one or more Advanced Edition installed in one of the IP Offices all the IP Offices in the multisite network will consider themselves to have an Advanced License as pre requisite to Advanced Edition agents or supervisor licenses To have Advanced Edition installed on an IP Office it is still required to have a local Advanced Edition license In case the IP Office with Advanced Edition is down the rest will still have the same behavior as above The following restrictions apply e The actual Preferred and Advanced Edition licenses are required to be i
505. ntrolling 257 Dialed Number Identification String 292 dial in dial out to from 307 Dialing In 292 307 311 dialing plan 245 290 DialPhysicalExtensionByNumber 265 DialPhysicalNumberByID 265 Dial Up Circuit Support 309 DID 242 292 DID DDI 292 Differentiated Services Field 430 Diffserve 297 Digital Station Expansion Module 109 Digital Telephones 14 189 Digital Wireless 3810 Telephone 189 Digital Wireless North American 152 Dimensions 180 427 Direct Dialing 24 239 248 370 Direct Dialing In 292 Direct Inward Dialing 242 Direct Media 148 270 285 357 Direct Media Path 270 Direct Sequence Spread Spectrum 187 Direct Station Select 109 257 Directory 7 11 230 240 257 290 311 342 346 352 Directory Entry 342 Directory Panel 342 Directory csv 415 Disable ARS Form 265 Disable Internal Forward Busy 265 Disable Internal Forward Unconditional 265 Disable Internal Forwards 265 discover NAT 294 Disk Space 380 Display Backlight 204 Display Msg 265 Distinctive 242 326 Distinctive Ringing 242 326 distinguish doorphone 233 distribute 262 299 350 367 voicemail 376 Distributed Hunt Groups 262 299 Disturb 244 351 DMS100 292 DMS 100 430 DMS 250 430 DMZ 294 DND 245 255 bypass 245 DNIS 292 380 DNS 309 310 Do Not Disturb 244 245 248 255 257 265 351 352 Do Not Disturb Exception Add 265 Do Not Disturb Exception Delete 265 Do Not Disturb Off 265 Do Not Disturb On 265 Domain 309 310 Domain Name Servi
506. ny solution that supports voice networking and offers Uniform dialing plan making it easy to call co workers anywhere on the network and improve customer service e Consistent user experience by sharing the same telephones and messaging interface as in headquarters e A user defined central directory that is automatically synchronized e Automatic Route Selection to optimize routing and bandwidth management Centralized voicemail and or the ability to network voicemail systems together The benefits of networking Leverage any existing investment in Avaya systems at other sites e Centralize services e g operator voicemail as well as management and administration to reduce costs e Speed deployment of remote offices respond quickly to market demands e Improve inter site communication to simplify information exchange Product Description 2013 AVAYA All rights reserved Page 290 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Private Circuit Switched Voice Networking Private voice networks are built using structured leased line circuits E1 or T1 or by establishing permanently connected B channels over ISDN circuits between IP Office systems Each channel within the E1 or T1 interface can provide a single voice or 64K 56K data call Where leased line circuits are used within a private networking scenario these E1 or T1 interfaces are typically configured to use QSIG signaling between sites QSIG
507. o IP Office H323 SCN Networking e Platform Requirements o IP Office e Release IP Office 9 0 e Edition Essential Preferred Advanced and Server Edition o Communication Manager e Release CM 6 3 e Centralized Voicemail Centralized Voicemail for all IP Office systems in the SCN network e Phones All phones supported on the individual call servers and releases including Avaya IP Phone H323 Avaya Digital phones BCM 7000 Series Digital phones BCM1100 1200 Series IP Phones SIP DECT R4 and Analog phones The advanced feature set of SCN Networking is available between the IP Office nodes Product Description 2013 AVAYA All rights reserved Page 279 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office and Session Manager Interoperability frm D Analog PRUSIP SIP SM Line interface IP Office 9 0 IP Office 9 0 Analog PRI Analog PRY SIP Sip Digital The SIP protocol is used for trunks between the IP Office nodes and the SM The IP Offices are a network of SCNs and can use advanced SCN feature set between each other e Protocol Support o IP Office to SM SIP o IP Office to IP Office H323 SCN Networking e Platform Requirements o IP Office e Release IP Office 9 0 e Edition Essential Preferred Advanced and Server Edition o Session Manager e Release SM 6 3 4 e Centralized Voicemail Centralized Voicemail for all IP Office systems in the SCN network e Phones All
508. o devices only when calling these telephones They can also receive audio calls from these telephones lines Product Description 2013 AVAYA All rights reserved Page 277 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e 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 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 e All Video connections are 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 It was confirmed that IP Office works with both H 263 as well as H 264 Codecs e 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 e IP Office supports a single video call per session only No dual Video channels for e g Video and sharing of applications are possible e A single endpoint can accept sever
509. ocus on more complex mission critical responsibilities Whether users relocate their phone down the hall or across the globe the service comes up in the new location exactly as if they were sitting in their own office even though it might be thousands of miles away Prioritizing Network Traffic Now companies can make their network s priorities mirror those of their business By installing the Avaya Ethernet Switch BES50 or ERS a business network becomes an intelligent partner that uses Layer 2 3 packet classification to prioritize business critical traffic helping them get the most out of their existing infrastructure Latency sensitive applications and mission critical users will receive platinum level service while less urgent traffic is allocated bandwidth on a lower priority basis Prioritization is especially important for businesses that need to support mission critical IP applications including VoIP but do not want to incur higher costs by overprovisioning the network to ensure bandwidth availability Product Description 2013 AVAYA All rights reserved Page 208 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Universal Features With over 100 years of experience in creating telephones designed to improve employee productivity reduce operational expenses and improve customer service Avaya is the industry leader in telephony solutions All of the IP telephones offer the following features e Intuitive navig
510. odbye Applications e Six feature keys e Four context sensitive soft keys Product Description 2013 AVAYA All rights reserved Page 214 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Four line feature keys 10 100 Base T with integrated PC Port Active Ethernet link LED indication Integrated headset port for optional wired Headset Compatible with optional Key Expansion Modules Visual ringing alerter Message Waiting Indicator 802 3af PoE Class 2 or optional AC local power options Wall Mountable IP Phone 1230 IP Phone 1230 provides the following features The A nine line display with 25 characters per line A fixed stand with two positions plus vertical design for smaller desktop footprint Eight fixed keys with three having LED status Handsfree Mute Headset Volume Controls Hold Goodbye Applications Six feature keys Four context sensitive soft keys 10 line feature keys 10 100 Base T with integrated PC Port Active Ethernet link LED indication Integrated headset port for optional wired Headset Compatible with optional Key Expansion Modules Visual ringing alerter Message Waiting Indicator 802 3af PoE Class 2 or optional AC local power options IP Key Expansion Modules for IP Phone 1200 Series i LCD IP Key Expansion LED IP Key Expansion Module Module The IP Phone 1200 Series includes two Key Expansion Modules to provide flexibility for adding more keys to the IP Phone 1220 and
511. of Service o TCP UDP RTP RTCP o RSVP o LLDP LLDP MED including VLAN assignment o ARP DNS o 802 1Q Layer 2 QoS o VLAN Separation o DiffServ Layer 3 QoS o Port Range Layer 4 QoS o 802 1X MD 5 SNMP Support Yes IP Address Assignment Static or dynamic IP address assignment Ethernet Ports o 9608 Two port full duplex 10 100 BaseT Ethernet switch for PC pass through connection o 9611G Two port full duplex 10 100 1000 BaseT Ethernet switch for PC pass through connection Product Description 2013 AVAYA All rights reserved Page 125 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9621G and 9641G The color touch screen models the 9621G and 9641G evolve the user experience of the 9600 Series with a touch interface Having color touch screens on more models with flexible software that can be enhanced in the future these Deskphones provide a platform for near and long term enhancements that leverage the touch screen capabilities The 9621G and 9641G are targeted at Essential users who rely on the phone for business communications or those users that can benefit from tighter and easier access to a wider range of Avaya applications Both telephones are ready for future support of Wideband Audio on IP Office giving a future proof investment path The full duplex hands free audio performance is truly differentiating for heavy speaker phone users All the new 9600 Series IP Deskphones are low power including the 9
512. oftware VPN Gateway Integrates the functionality of the VPN device into the Avaya IP phone VPN Phone is ideal for IP Office customers supporting work at home users e Virtual Office workers e Remote workers e Remote call center e Business continuity support e Very small locations that require a single phone only e Temporary installations such as conferences off site meetings and trade shows VPN Phone has been tested with a number of VPN gateways from major vendors like Cisco or Juniper as well as with smaller VPN access devices from companies like Adtran Kentrox Netgear and SonicWall Refer to the support pages support avaya com for a list of available application notes on VPN gateways tested with each line of telephones Product Description 2013 AVAYA All rights reserved Page 284 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya Session Border Controller for Enterprise The Avaya Session Border Controller for Enterprise is a flexible fit for purpose solution that includes a set of standard security features This Session Border Control SBC provides all of the functionality required for Small Medium enterprises to terminate SIP trunks without the complexity and higher price associated with typical SBCs The Avaya SBCE scales up to 150 simultaneous sessions per Portwell server 2 000 with other server options Enterprise Class functionality at SME Pricing e Blocks toll fraud e Blocks DoS DDos and
513. ol SIP IP Office supports SIP trunking SIP trunks allow IP Office users to take advantage of new telephony services being offered by Internet Telephony Service Providers ITSPs In many cases these telephony services can offer substantial savings in comparison to traditional exchange lines The IP Office solution allows all users regardless of their phone type to make and receive SIP calls SIP trunks are handled like any other line on IP Office affording all the call routing and toll control needed to manage inbound and outbound calls SIP trunks on IP Office require the provisioning of voice compression channels through the installation of VCM modules within the control unit A license for the maximum required number of simultaneous SIP calls is also needed Up to 128 simultaneous calls are supported IP Office also supports the T38 protocol which allows Fax over IP There are several possible network topologies for SIP trunk systems as shown in the following diagrams Option 1 Service provider with a Session Border Controller SBC this is the preferred and recommended reference architecture for IP Office SIP Service Provider IP Office beeen SIP NAT CLELELEEEELELELEET Pee EEE LELEEEE EEE EEE EEE EC PEL EEE EEE EEE ET ELETEEE ET Firewall Session Router Border Controller Internet Option 2 Direct connection from the IP Office s second Ethernet port to the internet vi
514. omatic Callback Automatic Daylight Savings Time Automatic Extension Privacy Auto Dialing Automatic Line Selection Automatic VMS Coverage Backup Failure Alarm Backup Programming Automatic Backup Programming Manual Bridging Joining Calls Call Coverage Call Forwarding Internal Call Log Digital Sets only Call Logs ETR sets Call Pickup Call Timer Call Timer Continuity Call Waiting Caller ID Features Cell Phone Connect Centralized Telephone Programming Do Not Disturb Send All Calls Do Not Disturb Override Doorphones max of 2 Emergency Phone Number List Remote Call Forwardin Mobile Twinning Remote Access to Modem Ringing Line Preference Ring on Transfer External Hotline Extension Hunt Groups Extension Name Display Fax Machine Extensions Feature Button Flexible Dial Plan Group Calling Ring Page Group Hunting Ring Voice SD Card Startup Shut Down via TUI SMDR Speed Dial Features Station Lock Unlock Sub Menus see Auto Attendants System Password System Groups Transfer Transfer Return Signal Group Pickup Hold Hold Release on Abandon Hold Reminder Tone Hot Dial Hotline Idle Intercom Timeout Intercom Manual Dial Intercom Dial Tone Line Coverage Extension Line Ringing Options Message Alert Notification CO Disconnect Time Conference Drop Contact Closure Support Copy Settings Direct Inward
515. omplex infrastructure and administration The following new documents have been created for Enterprise Branch deployments of IP Office e Solution Description for Avaya IP Office in a Branch Environment e IP Office Branch Product Offer e Reference Configuration for Avaya IP Office in a Branch Environment e Deploying IP Office as an Enterprise Branch with Avaya Aura Session Manager e Deploying IP Office as a Distributed Enterprise Branch in a Communication Server 1000 Environment with Avaya Aura Session Manager e Administering Centralized Users for an IP Office Enterprise Branch e Migrating an IP Office or B5800 Branch Gateway to an IP Office Enterprise Branch Unified Communication Collaboration Mobile VoIP client one X Mobile Preferred The mobility client has been enhanced to work in a Voice over IP VoIP mode In the VoIP mode the mobility client can make calls over Wi Fi 3G 4G data networks The mobility client using its underlying SIP stack will register with the IP Office over the data network and then can function as an office extension on the mobile device The mobile user can use the mobility client to perform all telephony features Users in countries where incoming calls are charged will see a significant cost savings in the VoIP mode especially when on Wi Fi networks The availability of both Call back and VoIP modes on the mobility client will enable users to toggle between the modes based on their network connec
516. on 2013 AVAYA All rights reserved Page 416 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office Manager is also used for maintenance functions such as e Upgrade to the IP Office system software e Ability to send software over an IP network link to a system and have it validated before committing to the upgrade e Backwards compatibility 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 o Configuration csv which is a complete list of items as per IP Office Manager and earlier o Directory csv containing fields NAME NUMBER o HuntGroup csv containing fields HUNT GROUP NAME HUNT GROUP EXTENSION GROUP HUNT ROTARY IDLE QUEUING VOICEMAIL BROADCAST MESSAGES EMAIL ADDRESS o License csv is import only containing fields LICENCE OPTION LICENCE KEY o ShortCode csv containing fields SHORT CODE TELEPHONE NUMBER FEATURE NAME o User csv containing fields NAME EXTENSION NUMBER USER RIGHT EMAIL ADDRESS o User templates for rapid programming and user rights for setting up user access levels 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
517. on The maximum number of channels depends on the current Line Sub Type setting of the PRI trunk e Embedded Voicemail Additional Ports Unlicensed the Embedded Voicemail provided by the system supports 2 simultaneous connections and 15 hours of storage This can be expanded up to 6 channels by the addition of licenses each of which enables an additional two channels Standard Mode Licenses Essential Edition The Essential Edition material code is IPO R9 ESSNTL ED ADI LIC 275631 The Avaya IP Office Essential Edition License enables Mobile Twinning and one X Mobile Essential client for all users and provides four 4 Remote Worker seats Customers requiring more than four seats will purchase the Teleworker User package for this capability which in this case requires an upgrade to Preferred Edition As well as enabling Mobile Twinning the Essential Edition license also enables the Mobile Call Control and Mobile Callback features without requiring a particular licensed user profile Essential Edition Additional Voicemail Ports For IP500 V2 only Unlicensed the Embedded Voicemail provided by the system supports 2 simultaneous connections and 15 hours of storage This can be expanded up to 6 channels by the addition of licenses each of which enables an additional two channels Each license also enables an additional 5 hours of storage The material code is IPO R9 ESSNTL ED ADD 2CH ADI LIC 275632 Preferred Edition The Preferre
518. on When the caller cannot be resolved beyond just a country a colored button is used instead of a pin Hovering your cursor over a pin or button displays details of the location and the number of callers from that location ARS PANAKARA OCT Ds Polika sinisa The customer map can use a number of different map backgrounds These vary by map provider and map type Product Description 2013 AVAYA All rights reserved Page 410 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Map Type Map Provider Open Street Maps Yahoo Maps Outline Map Road View WY 4 St Albans fr Aerial Yiew TES Se I Se omy GS a Product Description 2013 AVAYA All rights reserved Page 411 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 22 Management Utilities Product Description 2013 AVAYA All rights reserved Page 412 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 22 Management Utilities This section gives an overview of the management applications that are common to all IP Office platforms e IP Office Web Manager 45 IP Office s main configuration tool e IP Office Simplified Manager 414 A flavor of the IP Office Manager targeted for Sub 20 type deployments IP Office Monitor 41 A trace utility for trouble shooting e SNMP 413 Alerts and alarms from IP Office systems to SNMP tools or to SMTP email e System
519. on every day phone presence IM etc e Blending real time communications and business processes such as mobile sales e Taking advantage of Wi Fi and 3G connectivity for cost saving VoIP Product Description 2013 AVAYA All rights reserved Page 339 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Real time Communication and Collaboration Features Flare Communicator for iPad will support the following real time communication and collaboration features for IP Office Contact management Local iPad contacts and IP Office System and Personal contacts Index scroll through contacts Filter contacts Touch to add contact Search for enterprise contacts and touch to call from search results Voice calls Mute Unmute Hold Resume Manage up to two concurrent voice calls DTMF mode Dial into a voice conference bridge Collaboration View telephony and user presence of IP Office users Set your telephony and user presence IM between IP Office soft clients 2 party Escalate from an IM message to a voice call Launch emails from a spotlight or contact card Installation and Configuration For installation of Flare Communicator for iPad Download and install the application from the Apple iTunes store or e Configure the application settings by providing the IP Office 500v2 or IP Office on Linux IP address and port domain dialing rules optional enterprise directory settings optional on the Settings tab
520. on license so all server software will be available depending on the User package purchased e g Power User Teleworker Officeworker and Mobileworker Preferred The Preferred Edition system license will come bundled with the module A pre requisite Essential Edition system license is required for proper UC Module operation The UC Module integrates with existing IP500 V2 Control Unit e One 1 module per chassis e SW loaded on UC Module on SSD card or via Ethernet from support avaya com e one X Portal for IP Office User Packages are supported User Packages and Mobility will require user package licenses The UC module will support up to 50 User Packages e Preferred Edition will be offered with the module in a bundled offer with four 4 voicemail ports by default Up to 20 voicemail ports are supported running concurrently with up to 50 User packages 200 mailboxes phones on a system or in a small community network are supported e Up to 40 voice mail ports when running just Voicemail Pro with no User packages running on the system e TTS MAPI Email and UMS Exchange Integration are supported e Supports systems running IP Office Advanced Edition mode CCR on Microsoft server e Supports centralized Voice Mail Pro configuration up to six 6 sites rules for maximum voice mail channels User packages and mailboxes phones must be maintained per UC Module e Must be running IP Office Release 8 0 Q1 service pack or higher Sys
521. ondition 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 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 Activation of the external relays on the IP Office system For example remotely checking the status of the office meeting and then turning it on from your mobile cell phone on your drive in to work Key Features Key features of Voicemail Pro include Personal voice mailbox for users and hunt groups Personal Numbering follow me Extended personal greetings to customize the information presented to a caller based upon the availability of a user Unified Messaging UMS offers voice mail email synchronization between the Voicemail Pro server and the email client UMS Web Access allows access to voice mails via a web interface from an internet browser UMS integration of Voicemail Pro with Microsoft Exchange Server for full message synchronization Enables mobile messaging integration e g Blackberry when used with Exchange server integration Forwarding of
522. ones e g twisted pair cabling Avaya gives the choice while maintaining a consistent user interface and consistent functionality across both lines 3 Decide in User profile What role does the user have Is he an everyday user needing a standard phone workhorse Or does he e g as a manager have to handle many calls The User profiles give an easy way to get the right phone in each category for each person SMEC Desktop Phone Portfolio Digital 9504 9508 Full duplex HF Backlight Gig E available Paperless keys Color available 12 24 z Visual Voice Paperless Phone menu expansion sey on module BM12 LCD Expansi Full duplex handsfree 9508 n n wv i wv a a Key driven telephones for the cost sensitive customer The 1600 IP telephone and 1400 digital telephones are classical cost effective Telephones designed especially around the needs of the Small and Mid Size Business customer Keys with clear red and green LEDs make access to lines and feature a breeze These telephones are especially well suited for cost sensitive customers as well in scenarios where key system functionality is needed They provide an easy migration path for users that have been accustomed to e g the 4400 line or the PARTNER line of digital telephones Paperless telephones for fast installation and cost efficient changes The new 9600 IP telephones as well as the 9500 Digital telephones are especially welcome
523. onference Resources 396 Conference Room 235 342 346 conferencing 10 97 189 200 202 204 240 257 342 346 395 396 419 benefits relating 396 Eliminating 7 manage 396 relating 396 Conferencing Center 14 97 264 326 342 396 conferencing service 7 Conferencing tone 240 Conferencing tone depending 240 congestion control 287 Connected Line Identification Restriction 292 connection oriented 297 Contact Center 12 97 113 234 263 372 377 Contact Center Features 263 Contact Management 12 Contact ability 371 contactable 152 ContactStore 14 97 357 379 380 ContactStore Search 357 Continuous Loop Greeting 382 Control Unit Conference Capabilities 396 controlled according 380 controlling calls 254 copier scanner 367 CoS 287 CPE 309 CPU 380 CPU loading 380 CRC 292 Create 376 CreateCall 352 CRM 367 CS ACELP 288 CSU 104 292 418 CSU Loop Back 418 CSU DSU 104 292 CTI 12 97 244 350 351 396 CTI interoperability levels 350 CTI Link Lite 350 CTI Link Pro 97 350 CTI Link Pro RFA 350 CTI middleware 350 CTR3 ETSI T Bus Interface 430 CTR4 ETSI T Bus Interface 430 cust 244 Customer Contact 399 Customer Contact Center 399 Customized Voicemail 382 CW 265 CW1308 427 Cyclic Redundancy 292 D D Message 353 Data Access Components 372 Data Call 261 262 291 310 Data Communication Solution 11 Data Communication Solution Features 11 Data Compression 310 Data Header Compression 310 Dat
524. onfiguration is that it removes the risk of a single point of failure within the network Also the names and numbers groups line services etc on the separate IP Office systems should be unique to reduce potential maintenance confusion Each IP Office system broadcasts UDP messages on Port 50795 These broadcasts typically recur every 30 seconds but BLF updates are potentially more frequent There are no updates if there is no activity and the overall level of traffic is very low typically less than 1 kbps per system Product Description 2013 AVAYA All rights reserved Page 300 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Multi Site Networking is supported between IP Office systems with differing software levels but network features will be based on the lowest level of software within the network This option is intended to allow the phased upgrading of sites within a Multi Site network and it is still recommended that all systems within a network are upgraded to the same level where possible If larger networks are required QSIG can be used to link multiple Small Community Networks together Functionality between the communities is governed by the QSIG feature set IP500 Voice Networking License On IP500 and IP500 V2 systems Multi Site Networking SCN requires one or more additional licenses QSIG H 323 and Multi Site SCN capabilities are not enabled by default in the IP500 and IP500 V2 An additional license is req
525. ons 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 TUI or Simplified Manager as part of the system configuration Product Description 2013 AVAYA All rights reserved Page 60 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Norstar T Series and M Series telephones The following Norstar telephones are supported on PARTNER Mode T Series Telephones T7316E T7208 T7100 T7000 and the T24KIM not shown M Series Telephones M7324 M7310 and the CAP KLM Button Module 2013 AVAYA All rights reserved Page 61 Issue 27 01 0 Thursday September 26 2013 Product Description IP Office 9 0 Wireless Telephones T7406E Wireless Digital Mobility 7400 4100 Series Wireless Analog POTS telephones The system supports a wide variety of industry standard analog telephones and devices for example fax machines credit card readers wireless headsets cordless telephones Analog devices are connected to the system e To one of the analog ports on the Combination Card e Via a Phone 2 or Phone 8 Module The major features work the same regardless how they are connected e g Hold Conference Transfer Call Waiting Message Waiti
526. ons like Google Zoho etc are pre integrated with Avaya one X Portal for IP Office client Gadgets provided by default include gadgets from categories such as Communication Finance Technology as well as Productivity utilities like calculators language translators currency converters etc The 3rd party gadgets can be added to a new tab within Avaya one X Portal for IP Office In addition to the third party gadgets provided with the default installation of Avaya one X Portal for IP Office new gadgets can be added configured into the Avaya one X Portal for IP Office system by the Administrator for use by users The Administrators can manually provision an external gadget by providing the gadget parameters to add a gadget They can also export and import gadgets to speed up installation time Product Description 2013 AVAYA All rights reserved Page 324 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 gt oticel AVAYA IPOffice SME Solutions pdandwate 8425 Available Help Logout Version 805119 AVAYA Main Personal Configure add Tab ame gt Portal for IP Office gt Top World Business Politics Science Entertainment Health A ly raid on UK Kabul compo Insurgents are shot dead after killing at least 12 people in a strike on a British cultural office in Afghanistan which UK PM David Cameron has condemned as a cowardly attack Phone hack probe policeman held A 51 year o
527. 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 Product Description 2013 AVAYA All rights reserved Page 357 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 Voicemail Pro More than just Voicemail Voicemail Pro offers much more than just a pure voicemail system Other helpful convenient cost and time saving options are Whisper Announce that 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 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 pre determined time Conditional routing of calls Conditions are constructed from a set of basic elements These elements can be combined within a single c
528. or common areas e g meeting rooms or users with less communication needs A basic user has all basic core functions enabled This is the default functionality for users on the system when no licenses are applied Product Description 2013 AVAYA All rights reserved Page 441 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Office Worker This 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 them to control the voicemails with an e mail client this requires Preferred Edition An Office Worker license enables Flare The Office Worker license enables a user to use Unified Messaging Service UMS and Avaya one X Portal for IP Office without Telecommuter functionality The license instances are consumed for each user being configured e Office Worker License 1 User IPO R9 OFF WORKER 1 ADI LIC 275648 e Office Worker License 5 Users IPO R9 OFF WORKER 5 ADI LIC 275649 e Office Worker License 20 Users IPO R9 OFF WORKER 20 ADI LIC 275650 e Upgrade from Office Worker to Power User 5 users IPO R9 OFF WORKER TO PWR USER UPG 5 275651 Teleworker This 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 Telecomm
529. or each call Description 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 Note that the use of call appearance buttons overrides IP Office call waiting features It is only when all call appearances are in use that subsequent callers receive either busy tone voicemail or follow a forward on busy Product Description 2013 AVAYA All rights reserved Page 250 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 action When call appearance buttons are used a minimum of three call appearance buttons is recommended where possible although some telephones are restricted to two call appearance buttons by the number or design of their programmable buttons Alerting Ring Tone for Covered Calls Feature e 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 Benefits e The ability for a user to choose how the covered call will alert e To keep the alerting noise low in open plan offices Bridged Appearance Buttons Feature e Allow the user to have an appearance button that matches another user s call appearance button Benefit e Answer and make calls on behalf of the other user e Audible
530. ore Product Description 2013 AVAYA All rights reserved Page 337 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 A Avaya Flare Communicator 5019 On the phone v lt HuntGroup 0 gt xo7moos gt Adrian Cruceru Adrian Spulber M N Oo Alexandru Bamb Le Alexandru Maned s Alexandru Motoc Vv Alexandru Pop w Anca Gusta Andreea istoc Real time Communication and Collaboration Features Flare Communicator for Windows will support the following real time communication and collaboration features for IP Office Contact management features e IP Office System and Personal contacts e Outlook contacts appended to Personal contacts e Index scroll through contacts e Filter contacts e Touch to add contact e Search for enterprise contacts and touch to call from search results Voice call features e Make Receive and Disconnect calls 2 party e Mute Unmute Hold and Resume calls e Manage up to three concurrent voice calls e DTMF mode e Message Waiting Indicator e Dial into a voice conference bridge Collaboration features e View telephony and user presence of IP Office users e Set your telephony and user presence e IM between IP Office soft clients 2 party e Escalate from an IM message to a voice call e Launch emails from a spotlight or contact card Product Description 2013 AVAYA All rights reserved Page 338 IP Office 9 0 Issue 27 01 0 Thursday September 2
531. ot have external privileges Benefits e Provides the company with control over external calls e Provides the ability to provide outside line access for restricted telephones e g those in public areas or conference rooms Idle Line Preference Feature e Going off hook will select the first Idle line appearance and the user will be connected to an outside line Benefit e Provides the ability to select a specific external line for companies that prefer to work in key system mode Product Description 2013 AVAYA All rights reserved Page 254 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 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 Associated Features Precedence e Do Not Disturb DND e Forward Unconditional e Voicemai
532. ote 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 Product Description 2013 AVAYA All rights reserved Page 267 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office and 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 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 Tele
533. ountry the call is originating from Each 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 as well as calendar based routing for specific dates 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 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 call s queue position in place of simple arrival time but note that calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue unless the option Assign Call On Agent Answer is selected for that hunt group A Priority Promotion Timer can be configured to increase the priority of calls which have been in the queue for more than a defined time An optional tag can be added to calls on the Incoming Call Route which can be displayed on the alerting telephone Hunt Groups A hunt group is a collection of 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 membe
534. ower Analog line extension cable to Dual power Analog line cable Extension cable power and analog telephone 7 5 meters EIJA 5320 class IV and 6 2 Extension adapter included e Various mobile phone cables These mobile phone cables can connect your mobile phone to the conference phone and turn the conference phone into a loud speaker to share the conversation with other people in the room e USB cable for PC connection material code 700501544 This USB cable provides connectivity between the phone and your PC to make VoIP calls PA interface box material code 700501537 For connection to external loudspeaker and microphone system PA system Plug RCA in out Connection cables 2 5 metres Product Description 2013 AVAYA All rights reserved Page 135 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 B100 Feature Comparison By offering the B100 Series together with the current Avaya conference phone offering Avaya now offers a complete range of conference phones across various protocols SIP Analog and H323 and across small and large enterprise markets The Avaya B179 SIP Conference Phone fills a gap within the Avaya portfolio offering a conference phone complimentary with Avaya Aura SIP architecture Below is a comparison across Avaya conference phone portfolio B149 B159 B179 Material Code 700501533 700501530 700501532 AREA OF USE Large situation es ll l Yes Medium sized conference Yes Yes Yes room N
535. ox Feature 382 Voicemail Breakout Personal Auto Attendant 356 Voicemail Collect 265 356 Voicemail email 352 371 Voicemail email forwarding 371 Voicemail Feature Comparison 382 voicemail greeting 12 Voicemail Help TUI 382 Voicemail Node 265 Voicemail Off 265 Voicemail On 265 352 371 Voicemail Ports 247 379 269 270 285 287 VoiceMail Pro 12 14 97 243 247 262 299 302 342 355 357 367 368 369 371 372 374 375 376 377 379 380 382 395 396 418 pool 373 prompting 370 VoiceMail Pro application 233 Voicemail Pro Client 357 370 372 376 379 VoiceMail Pro Fax 367 VoiceMail ProManager 370 382 VoiceMail Pro Networked Messaging 14 302 376 VoiceMail Pro Networked Messaging RFA 302 VoiceMail Pro Server 302 357 368 369 374 voicemail ringback 242 265 382 Voicemail Ringback Off 265 Voicemail Ringback On 265 Voicemail Server 302 307 355 357 Voicemail System 376 380 Voicemails 243 248 363 368 382 VolP 7 10 14 99 152 182 234 267 270 285 286 287 288 290 297 302 326 419 VoIP application 287 VoIP calls 286 VoIP provides 267 VoIP Standards Supported 288 VoIP Wi Fi Solution 152 VolP compatible 267 Voltage 130 230 430 Volts 130 Volts Alternating Current 130 Volume 180 181 200 202 204 229 230 257 370 382 Volume Control Ringing 229 Volume Down 200 202 204 Volume Up 200 202 204 VPIM 382 VPN 11 14 97 284 297 312 following 152 VPN IPSec L2TP 14 VPN Pho
536. p button o Contacts button Call log button Redial button quick access voicemail Message button e Programmable Contextual buttons 11 Product Description 2013 AVAYA All rights reserved Page 143 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o 8 line appearance feature key buttons with dual LEDs red green and paper labels Printing tool available Note For typical installs the first 3 buttons are reserved for standard call appearances a minimum of 2 call appearance buttons is needed for standard operation o Three contextual softkey buttons Key Labels Icons and text used on fixed feature keys Features Menu Mobile cell phone style menu with access to most often used features like Call Forwarding Park Settings etc On screen status indication for activated features like call forwarding Speakerphone High quality two way handsfree speaker and microphone Hearing Aid Compatible Yes ergonomic hearing aid compatible handset also supporting TTY acoustic coupler Message Waiting Indicator Yes also useable as a ringing call alert indicator Personalized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications o Centralized call log and contact application fully transparent between 1408 1608 1416 1616 phone 9600 telephones and Avaya one X Portal for IP Office o Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls o Access to company d
537. p used to provide cover e g pass calls to a manned extension or an external number e Be played the Out of Hours greeting if voicemail is operational e Receive the busy tone A hunt group can be switched in or out of Night Service mode by a user dialing the appropriate short code by any extension or by specific users Time Profiles 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 a 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 Multiple Time Entries can be created so that a Time 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 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 Time Profiles can also be based on specific calendar dates to make allowance for public holidays or other events Queuing Queuing allows calls to a hunt group to be held in a queue when all extensions in the group extension List are busy When an exten
538. panies Providing superior voice quality with the award winning OmniSound audio technology the B100 Conference Phones cost effectively offer a variety of low bandwidth plug and play deployment options that address the unique needs of different user groups within your organization with a broad choice of models With a sleek appearance and suite of smart productivity features the B100 Series are an ideal choice for companies wanting to add end points to their existing infrastructure or with the deployment of a new network The Conference phones can be used to complement scheduled meetings and training sessions or for impromptu calls between globally dispersed offices and remote workers Crystal Clear Sound OmniSound audio technology guarantees clear transmission during meetings so you and your team don t miss a beat Full Duplex transmits and receives sound simultaneously to prevent audio clipping 360 surround sound and powerful speakers optimize sound pick up and broadcasting Noise suppression filters out static background noise and an Equalizer lets you adjust pitch to suit your preference Plug and Play simplicity Connecting the Avaya B100 Conference Phones is fast and easy There is a conference guide included perfect for making multi party calls and a handy phone book which is ideal for storing your key contacts Flexibility and Productivity Enhancing Features The Avaya B100 Conference Phone portfolio compliments your existing so
539. parameter value is not valid the configuration window becomes red and the Save button is automatically grayed out prevents invalid configurations from getting saved Quick Inline editing also helps configure change settings easily IP Office Simplified Manager 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 Essential Edition Quick Mode is managed by the Simplified Manager designed to reduce the installation times specifically for Sub 20 deployments The 500v2 will initially boot up in Quick Mode An option in IP Office Manager is provided to switch IP Office to Standard Mode as default IP Office has a built in audit trail that tracks changes to the system configuration and who has made them 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 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 e Configuration Erased e Configuration merged e Reboot user instigated reboot e Upgrade e Cold Start e Warm Start e Write at HH MM This is when the administrator saved the configuration via the schedule option e Write with Immediate Reboot Write with Reboot When Free Product Descripti
540. pen call annotation window o Numeric Keystrokes Begin directory search or Open pop 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 Product Description 2013 AVAYA All rights reserved Page 346 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SoftConsole Administration SoftConsole has an administration mode that enables the operator to configure the following settings e Control panel views The BLF panel call history panel held calls panel and park slot panel can be hidden or made visible e Change the Administrator password e Edit operator profiles Each operator can have a personalized profile which can be configured by the administrator e Create and modify templates SoftConsole comes with three predefined templates which can be modified or new templates can be created e Specify the maximum length of call notes IP Office supports a wide range of different telephone types These have different display sizes so the operator can define the character length of messages sent to each user according to the type of phone they use e System Tray working The application can be minimized and left running in the system tray so that it can pop
541. phones supported on the individual call servers and releases including Avaya IP Phone H323 Avaya Digital phones BCM 7000 Series Digital phones BCM1100 1200 Series IP Phones SIP DECT R4 and Analog phones The advanced feature set of SCN Networking is available between the IP Office nodes IP Office and BCM Interoperability IP Office 9 0 APE SIP Trunk amp BCM g ucon Analog PRY Analog PRY sip sip Digital frm The SIP interoperability support between IP Office and BCM50 450 allows customers to migrate a network of BCM step by step to an IP Office SCN or Server Edition network IP Product Description 2013 AVAYA All rights reserved Page 280 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Protocol Support o IP Office to BCM SIP o BCM to BCM SIP or SIP MCDN o IP Office to IP Office H323 SCN or SIP o It is not possible to network IP Office and BCM via the MCDN or SCN protocol directly e Platform Requirements o IP Office e Release IP Office 9 0 e Edition Essential Preferred Advanced and Server Edition o BCM e Release BCM50 and BCM450 6 0 e Centralized Voicemail o The IP Office system may use a centralized Voicemail PRO system in the SCN network o The BCM systems may use a centralized voicemail within the BCM MCDN network o Centralized Voicemail across IP Office and BCM systems is not supported e Phones All phones supported on the individual call servers and releases inc
542. phony you connect your 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 and jitter With IP hardphones there is need for Power over Ethernet PoE or local phone power supplies to be provided to the telephones as the IP telephones are no longer powered by IP Office a list of Avaya approved PoE options is available at the end of this section Product Description 2013 AVAYA All rights reserved Page 268 IP Office 9 0 Issue 27 01 0 Thursd
543. ponent Note The IP500v1 chassis is not supported with IP Office Server Edition The software running on both the Linux server and the IP Office 500v2 is identical and hence the feature set delivered by the two components are the same except those listed below and co exist as part of a single solution Dedicated one X Portal Server Centralized Management LJ nu Pit OILY IP Office on Linux SW 500 IP users one X Portal Server VMPro Server IM Presence Server Mobility Server Centralized Licensing Global Config SW binary Secondary Server IP Office on Linux SW 500 IP users Resiliency Node VMPro Server backup Global Config SW binary Expansion System IPO500v2 Expansion System Linux Server The Primary Server running the Avaya IP Office Server Edition Linux software is the main server and the only mandatory component required for the IP Office Mid market offer to work A secondary Linux server can be added for additional scalability and or resiliency The IP Office 500v2 expansion system can also be added for additional scalability or for adding support for analog digital stations and trunk ports Following are the server models that Avaya will source e HP DL360 e Dell R210 Server Edition Deployment Options Increasingly companies have started adopting a pure IP model with SIP trunking However many companies still prefer a hybrid solution with a mix of
544. pplication 418 network numbering 304 310 Network Numbering Schemes 304 network ready 7 Network Requirements 285 Network Time Protocol 430 Networked Messaging 357 369 Networked Messaging Solution 369 Networking Features 299 Networking maximizes 290 networks converging voice 182 networks including private 267 New message 242 307 368 new old saved 243 new repeat answered unanswered 230 NI2 292 Night Service 261 262 352 Night Service Fallback 261 Pass 262 Night Service Group 261 No Answer 248 255 256 265 342 352 No Answer Interval 255 No Answer Time 248 Node Numbering 304 Node Numbering Scheme 304 North American Primary Rate Interface 292 North American T1 292 Norwegian 180 357 373 Not Disturb 245 255 257 Not Disturb Exception Add 265 Not Disturb Exception Delete 265 Not Disturb Off 265 Not Disturb On 265 Notice 7 Now there s 7 NTP 430 NULL Encryption Algorithm 430 Number service 292 371 number name 382 number 241 Numeric Keystrokes 346 Nylon Pouch 182 O OAI 182 Octel 302 Of Hours 375 Off Hook Current 430 Off Hook Operation 264 Off Hook Station 265 Offer Answer Model 430 offering high resolution 182 high resolution backlight 182 Off Hook Station 264 office heating 357 Office quality speakerphone 185 Oldest 263 380 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 459 Issue 27 01 0 Thursday September 26 2013 Index oldest ringing waiting 263 oldest
545. pply Integral to the System Unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord 3 wire earthed cold kettle lead e Input 100 240V AC 50 60Hz 81 115VA 2 5A maximum e IP Office 500 V2 100W internal Power Supply Integral to the System Unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord 3 wire earthed cold kettle lead e Input 100 240V AC 50 60Hz 81 115VA 2 5A maximum Product Description 2013 AVAYA All rights reserved Page 429 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Interfaces DTE Port ISDN Ports Analog Trunk Ports Power Fail Ports ISDN Data Rates Analog Phone Ports LAN WAN Audio External Output Port Embedded Voice Memory 9 way D type D Type female connector V 24 V 28 EU Interfaces BRI RJ45 sockets ETSI T Bus Interface to CTR3 for Pan European Connection PRI E1 RJ45 socket ETSI T Bus Interface to CTR4 for Pan European Connection PRI T1 J1 RJ45 socket FCC Part 68 JATE connection USA Interfaces PRI T1 Service Ground Start GS Default E amp M 56k data for SESS 56 64 64 restricted for 4ESS PRI ISDN Switch support 4ESS 5ESS DMS 100 DMS 250 includes conformance to ANSI T1 607 and Bellcore Special Report SR4287 1992 PRI ISDN Services AT amp T Megacom 800 AT amp T WATS 4ESS AT amp T SDS Accunet 56kB s and 64
546. pports USB devices for audio as well as for call control e g accepting and terminating a call IP Office Video Softphone supports the HID standard for USB devices allowing generic USB devices to be configured Supported Audio and Video Codecs IP Office Video Softphone supports G 711 G 722 and G 729 Audio Codecs Audio Codec negotiation is done by IP Office in order to ensure best quality for local or SCN calls At login the user can select the default mode e g best quality or low bandwidth for remote operation For video IP Office Video Softphone supports H 263 H 263 and H 264 Video Codecs with resolution of up to 1280 x 768 pixels and 30 frames per second Resolution Pixel Typical Net Video Bandwidth Requirement H 263 H 264 176 x 144 QCIF 64 kbps 45 kbps Standard 320 x 200 QVGA 162 kbps 114 kbps Hig 640 x 480 VGA 776 kbps 545 kps Note The above numbers show an average bandwidth requirement but peak usage might be higher The above numbers do not include the audio bandwidth Product Description 2013 AVAYA All rights reserved Page 334 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Supported Languages Currently the following languages are supported The product will support more languages in the future English French Italian Portuguese Russian Simplified Chinese Spanish Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 335 Issue 27 01 0 Thursday
547. presence networks e g GoogleTalk Calendar presence e Collapse plug in window to avoid capturing the entire screen UC features will continue to be available to the Outlook user e Click to Call options on context menu of a contact from Outlook Contacts directory or from Outlook Calendar number should be in Location field Product Description 2013 AVAYA All rights reserved Page 327 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The Avaya IP Office Plug in for Microsoft Outlook can be downloaded from the Desktop Integration tab of the Avaya one X Portal for IP Office The plug in is supported on the WinXP SP3 Windows Vista and Windows7 operating system for Microsoft Outlook versions 2003 2007 and 2010 Product Description 2013 AVAYA All rights reserved Page 328 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Avaya IP Office Plug in for Salesforce com IP Office enables integration with Salesforce com for business users This integration enables Salesforce com customers that are using IP office for their telephony needs to control 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 features from the Salesforce com soft client available within the Salesforce com portal e Call Control Make Receive Hold Unhold Transfer Mute a
548. ps Link 25 19 3 512Kbps Link 51 38 7 1Mbps Link 103 77 14 2Mbps Link 207 155 29 What is the Maximum Number of Simultaneous VoIP Calls Each IP Office can be fitted with optional Voice Compression Modules VCM to support VoIP connections The IP500 V2 is capable of supporting two VCM 32 64 modules allowing up to 128 simultaneous calls With combination cards another 10 VCMs are provided per card Up to two combination cards are supported with IP Office Network Assessment With IP Office optimum network configurations can support VoIP with a perceived voice quality equivalent to that of the Public Switched Telephone Network PSTN However not every network is able to take advantage of VoIP transmissions It is important to distinguish between basic compliance with the minimal VoIP standards and validated support for QoS which is needed to run VoIP applications over a data network With the exception of standalone configurations where IP telephones connect directly connected to the ports on IP Office Avaya now requires that all customers formally audit their networks for IP telephony readiness before attempting to install any VoIP application A network assessment should normally include e Physical inventory of all equipment inclusive of the current version of code and configurations as needed e An accurate and complete network topology for all networked sites inclusive of IP addressing and physical logical connectio
549. ptember 26 2013 Multi Site Networking Small Community Networking 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 The following additional features are available e Busy Lamp Field e Camp on e Call Back When Free e Paging e Call Pick up 0 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 Centralized Call Log for 1400 1600 9600 and T3 Telephones as well as Avaya one X Portal for IP Office e Centralized Voicemail Preferred Edition Support for mailboxes call recording dial by name and auto attendants Remote queuing on remote systems is also supported e Distributed Backup Voice Messaging e Internal Directory Absence Text Message e Anti Tromboning Distributed Hunt Groups Hunt groups can include users located on other IP Office systems within the network Note that Distributed Hunt Groups are not supported for use with Customer Call Reporter e Remote Hot Desking 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 Deskin
550. r dial extension number without dialing access digit first 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 No license required Support for Intuity Audix Commands IP Office Basic Edition and Essential Edition voicemail supports Intuity Audix commands in addition to TUI commands In the Intuity Audix mode the system uses the same Intuity Audix commands that are currently used on Voicemail Pro The main reason for introducing the Intuity mode is to provide consistency in the command options across all our messaging solutions You have the ability to choose which mode of operation Intuity mode or IP Office mode you prefer to use from the IP Office Manager Some of the commands that are part of the Intuity mode include but not limited to Press 2 to retrieve messages Press 3 to administer your greeting Press 5 to change password Press 3 to delete message The default mode for Basic Edition and Essential Edition messaging is Product Description 20
551. r IP500 PRI U cards configured for T1 PRI or Ti robbed bit operation Each port can support up to 23 B channels T1 PRI or 24 B channels T1 robbed bit in these mode e IP500 Universal PRI Additional Channels 2 T1 Channels License IPO R9 IP500 T1 ADD 2CH ADI LIC 275639 e IP500 Universal PRI Additional Channels 8 T1 Channels License IPO R9 IP500 T1 ADD 8CH ADI LIC 275641 e IP500 Universal PRI Additional Channels 32 T1 Channels License IPO R9 IP500 T1 ADD 32CH ADI LIC 275640 IP500 Voice Networking Licenses The use of private voice networking trunks between IP500 control units and other systems requires voice networking channel licenses within the IP500 This applies to H323 IP trunks configured on the IP500 including IP trunks being used for an IP Office Small Community Network SCN A voice networking license is also required for the use of trunks configured to for QSIG operation On H323 IP trunk a license instance is consumed for each simultaneous outgoing call incoming calls do NOT consume a license On QSIG trunk the number of calls is limited by the trunk type rather than available licenses e IP500 Voice Networking Additional Channels License IPO R9 IP500 VCE NTWK 4 ADI LIC 275642 This license enables 4 voice networking channels including the Advanced Networking features distributed groups and hot desking across Small Community Network Additional licenses can be added to achieve the number of voice networking c
552. r available for new sales Common Features Display 5 lines x 29 characters 168 x 80 pixel 4 grayscale Fixed Feature Buttons 10 Conference Headset Transfer Drop Redial Speaker Hold Mute Volume Up Volume Down Programmable Feature Buttons e DS telephones 12 in 2 switchable display pages of 6 matching the 6 physical display buttons e IP telephones 24 in 4 switchable display pages of 6 matching the 6 physical display buttons Key Labels Icons and text used on fixed feature keys Speakerphone Two way handsfree speaker and microphone Hearing Aid Compatible Yes Message Waiting Indicator Yes can also be used as a ringing call alert indicator Personalized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications Speed Dial List 48 and Call Log Missed Incoming Outgoing Also WAP WML browser supported on IP phone models Upgradeable Firmware Yes Expansion None Color Multi gray Mounting Desk or wall mountable Adjustable Desk Stand Yes Supplied with phone Special Features for the 5410 and 2410 Messages Button Dedicated button to collect voicemail Requirements for 5410 and 2410 Connect to Digital Station DS port Power Supply From phone system Product Description 2013 AVAYA All rights reserved Page 202 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Requirements for 5610 and 4610 Power Supply IEEE 802 3af Power over Ethernet PoE
553. r 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 Network but is of significant use to remote hot deskers Note Remote Hot Desking is not supported for use with Customer Contact Center CCC or Customer Call Reporter CCR Features handled by the telephone itself are not affected by Hot Desking e g call log and phone speed dials Relay On Off Pulse IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry systems Control of these switches is via allotted handsets allowing the switches to be opened closed or pulsed as required Control of switches is also accessible via Receptionist SoftConsole and Voicemail Pro Pickup Call Pickup allows a user to answer a call presented to another extension Types of call pickup include e Pick up any call ringing on another extension e Pick up a hunt group call ringing on another extension where the user must be a member of that hunt group e Pick up a ringing call at a specified extension e Pick up any call ringing on another extension that is a member of the hunt group specified This feature is supported across the IP Office Multi Site Network SCN Call Recording Where IP Office has Voicemail Pro installed it is possible to record a call and save the recording to the user s mailbox a group
554. rances speed dials and feature keys The Avaya 9650 IP Telephone delivers advanced communications capabilities high definition audio an integrated WML application interface and comprehensive one touch access This is the ideal solution for receptionists executive assistants contact center agents as well as knowledge workers who need quick access to features and call appearances The 9650 IP Telephone features a 3 8 inch 9 65 cm diagonal VGA quality gray scale pixel based display with adjustable angle while the 9650C enhances usability with a color display for even better readability The 9650 supports up to 24 call appearances administered feature keys e The Avaya 9630G 9640 9640G a member of the Avaya one X Deskphone Edition family the 9640 IP Telephone with high resolution color display is specifically designed for the executive telephone user The 9630G IP Telephone features a native Gigabit switch and a 3 8 inch 9 65 cm diagonal monochrome backlit display which has been enhanced with higher resolution 1 4 VGA compared to other available monochrome telephones from Avaya The 9640 IP Telephone features a 3 8 inch 9 65 cm diagonal high resolution color backlit display The 9640G model has the same functionality as the 9640 and adds native support for Gigabit The 9630 9640 supports up to 24 call appearances administered feature keys with six concurrent line appearances visible at any time Product Description 2013 AVAYA All
555. rce is connected to the system Ringing Line Preference When an extension is on hook and the extension is ringing the user simply goes off hook to answer the call and is automatically connected to the ringing call If more than one call is alerting the system automatically connects the user to the longest ringing call Product Description 2013 AVAYA All rights reserved Page 76 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SD Card Start up Shut Down via TUI A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card slot without shutting down the entire system This allows for removal and reinstallation of the system SD and optional SD cards Speed Dial Options The system supports the following types of Speed Dialing Personal Directory 1400 and 9500 Telephones only Each user can store up to 20 frequently dialed names and numbers in their extension Personal Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the person s name Personal Directory numbers programmed for a particular extension are for use only at that extension Personal Speed Dial FEATURE 80 99 ETR and Analog Telephones only Each user can store up to 20 frequently dialed numbers no name in their extension Personal Speed Dial numbers can be dialed quickly by pressing FEATURE or at intercom dial tone on a single line telephone and th
556. rch by name of user e Filter by server by user type by user rights and hunt groups to display all associated users e Click on user columns to modify order of displaying records e Edit existing user configuration parameters e Enhanced button programming e Add new users or delete existing users e Import user parameters in CSV or XML format Export user parameters in XML format Platform The Platform tab integrates the Web Control application and provides the following functionality for the Linux servers in a Server Edition solution e Search by node to display Linux server parameters e Server platform level dashboard and diagnostics including CPU memory and disk usage e Start stop update install uninstall platform services e Linux system shut down or reboot Product Description 2013 AVAYA All rights reserved Page 414 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Log management e App Center to download IP Office applications Tools The Tools tab includes a number of service and maintenance types of functionality e Services e Filtering by node or service type e Edit SSL VPN parameters including setting up NAPT rules e Add anew SSL VPN service e Preferences e Set up application and user preferences e Service Users e Synchronization of IP Office service user roles e Create new service users must have security web service access rights e Synchronize passwords of primary service users
557. rdings 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 triggered 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 Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system For some situations it may be a requirement that call parties are advised that their call is about to be recorded This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client The maximum length of any call recording is 60 minutes Pause Call recording This feature allows you to pause call recording for a specific time period This is typically useful when a client is communicating his her credit card number with a Customer Service agent Leading credit card companies defined standards in the PCI Security Standard Council and one of these standards is not recording credit card numbers given by the customer This feature allows us to comply with such standards The IP Officer user can pause call recording manually via a toggle pause button that can be configured by an administrator through the Button Programming tab of the user configuration The
558. rdware provides the connectivity for voice and data circuits and processor units for the solution software Each IP Office solution will require a system control unit IP500 V2 trunk connections to service provider and expansion modules for TDM telephone cabling IP Telephones connect over LAN connections to the IP Office solution IP Office 500 Control Unit The IP500 V2 control unit is compatible with all IP500 base extension and Voice Compression Modules VCM cards as well as all external IP500 expansion modules IP500 V2 is a stackable unit with an optional 19 rack mounting kit and an optional wall mounting kit for smaller configurations The control unit provides the following functionality e 4 slots to house a mixture of extension cards and VCM cards and the Unified Communications Module o Digital Station 8 card Supporting IP Office digital telephones o TCM8 Station card supporting select Nortel digital telephones IP500 V2 control unit only o Phone 2 and Phone 8 cards o VCM32 and VCM64 cards o 4 Port Expansion card o ETR6 port phone card IP500 V2 only North America only o Combination Card with 10 VCM channels 4 analog trunks 6 Digital Station DS and 2 Phone ports IP500 V2 only o Combination Card with 10 VCM channels 2 BRI trunk interfaces 4 channels 6 Digital Station DS and 2 Phone ports IP500 V2 only e Optional trunk card support o Analog Trunk Module 4 card o BRI4 and BRI8 cards 2 x 2B D and 4 x 2
559. re brings the benefits of Session Initiated Protocol SIP to the enterprise customer through SIP Service Providers To help enable the SIP Service Provider Avaya offers a SIP Compliance Testing Program GSSCP that will validate the operation of the IP Office solution with the Service Provider s SIP trunk offering For more information about Avaya s SIP Compliance Testing Program GSSCP please refer to the following link https enterpriseportal avaya com ptlWeb bp so CS201172610238111040 SIP Trunk Capabilities SIP From in Clear when privacy is requested Many SIP Service Providers require that the From field contain account information for outbound calls SIP Lines will now support the Send From in Clear field IP Office will send the caller ID in the clear in the SIP From header for outbound anonymous calls The default of Send From in Clear is disabled This new capability is configurable on a per line basis SIP User Agent header included to identify IPO in SIP trunk calls IP Office identifier will now be included in the SIP header This addition will enhance troubleshooting capabilities when additional identification is required The identifier will be configurable as the system administrator is permitted to enter identifying User Agent information into the SIP messages User Agent headers are generated for IP Office initiative messages such as INVITE OPTIONS CANCEL etc This feature will also support enhanced SIP Server header
560. reas like backlight displays for easy readability and full duplex handsfree support also on digital sets 9508 only The two button orientated models the 9504 and 9508 provide a traditional user experience with dual color buttons on either side of the graphical displays These are ideal for customers who are migrating from a traditional digital environment and desire to move to IP with minimal change As well as targeting more traditional users these models are suited for Everyday users who use voice as an element within their business communications but are not considered power users The 9504 and 9508 models have 4 8 buttons around the display with 2 4 on the left and 2 4 on the right Users can select to display information in a single column with two four rows or in two columns with two four rows each depending on their needs In two column mode approximately thirteen characters can be displayed on a line in each column The exact number depends on the language and the characters because the font includes variable width characters As digital telephones the new sets offer superior power efficiency They are full powered from IP Office when The 9508 includes support for a new 2 x 12 button module on which features speed dials bridged or individual call appearances can be programmed A maximum of 3 button modules of either type can be connected to these Deskphones Please note that a separate power supply is needed when a BM12 is connected
561. referred Edition license Remote Set 1 behind NAT router configured to IP Office Public IP Address Home Router Remote Set 2 on public internet configured to IP Office Public IP Address r Signaling and Voice 7 I traffic being relayed i 4 through IP Office H I a 1 On premise NAT Router Connected to the internet wi static IP TDM Sets qe mn mn 1 IP Sets on Remote Worker Feature i Private LAN l identifiesremote IP setsand ensures calls are relayed so I thatthe voice traffic passes J LE NAT L i Product Description 2013 AVAYA All rights reserved Page 283 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 VPN Phone Functionality VPN Phone is a full featured IP Telephony solution that provides secure communication over public ISP networks to an IP Office system at the company headquarters It is a software only product that runs on the standard 5610 5620 5621 or 4610 21 IP telephones In combination with one of these telephones and the most popular VPN gateway products the software extends enterprise telephony to remote locations VPN functionality is supported on the new 9600 IP telephones not requiring a separate software load VPN telephones offer the full IP Office telephony features that are available on IP Office IP telephones at the user s desktop in a remote location like a home office There is no restriction on VPN phone usage IP Phone with YPN Client S
562. rehensive view of all nodes in the solution Primary secondary expansion and applications servers can be filtered to drill down to the level required A number of tasks can be performed from the Solution tab e Filter by type of server status of server or customer search e Single click access to IP Office Manager Voice Mail Pro and One X Portal management tools e Actions menu e Solution wide backup and restore e Transfer of the ISO software image from a remote location e Upgrade from the primary server upgrade packages e Synchronize the security data base of service users and passwords with the primary server e Solutions Setting menu e Create recurrent or one time scheduled backups or upgrades e Specify the remote server as well as the root directory to perform the action e Specify one or more proxies if used in a customer network e Display all jobs scheduled in the next 24 hours e Add an application server to the solution e Individual Node menu e Initiate a backup on selected nodes e Initiate a restore e On board through GRT for IPOSS product registration and remote connectivity e Launch SSA e Execute service commands such as reboot erase configuration erase security settings or view the in service date of the system Call Management The Call Management tab facilitates user management of any users on any nodes in the solution A number of tasks can be performed from Call Management tab e Search field to sea
563. rights reserved Page 195 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Product Description Digital Mobility Handsets A portfolio of handsets are supported with the mobility portfolio Digital Mobility Handset 7439 A high value and low cost handset fulfilling all basic requirements for a mobility handset Targeted at industry warehouse and retail segments The 7439 is available in North America and Argentina only Equivalent handsets include the 4135 EMEA and Hong Kong 4136 Australia and New Zealand and 7434 South America Digital Mobility Handset 7449 A classic high quality rugged handset with a high level of functionality targeted at office hospital and customer support centers This handset has an IP 54 classification protection against dust and splashing water The 7440 is available in North America and Argentina only Equivalent handsets include the 4145 EMEA and Hong Kong 4146 Australia and New Zealand and 7444 South America Digital Mobility Handset 4145Ex The ultimate handset with IP 54 and intrinsic safe classifications Targeted for use in explosives environments within oil gas and chemical production The 4145Ex and 4146Ex are no longer available for sale IP Office 9 0 2013 AVAYA All rights reserved Page 196 Issue 27 01 0 Thursday September 26 2013 Common Handset Attributes e IP Office feature integration similar like the BST telephones including 3 sof
564. rights reserved Page 199 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 5400 2400 Digital Deskphones The 5400 and 2400 Digital Deskphones offer a broad range of features on IP Office They are currently supported but are no longer for sale 5402 5602 SW 2402 4602 SW Telephone These telephones are best suited for the Walkup User Telephone Works on IP Office Works on IP Office and Communication Manager 5402 Il x 5602 SW KA Zz x 2402 f i 4602 SW C4 vi Early 2402 telephones can make and receive call but the display will not function Note The 5602 SW and 4602 SW telephones are no longer available for new sales Common Features Display 2 lines x 24 characters Fixed Feature Buttons 10 Conference Transfer Drop Redial Speaker Messages Hold Mute Volume Up Volume Down Programmable Feature Buttons e DS telephones 2 plus an additional 12 programmable feature keys can be accessed via the FEATURE key e IP telephones 2 Key Labels Icons and text used on fixed feature keys Display labels and icons used on 2 programmable feature keys Speakerphone Listen only handsfree speaker no microphone Hearing Aid Compatible Yes Message Waiting Indicator Yes On the 2402 and 5402 this is can also be used as a ringing call alert indicator Personalized Ring Patterns Yes 8 via Conference button when idle Headset Socket No this telephone does not support heads
565. rights reserved Page 261 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 In 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 phone 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 phone While in this mode calls are presented to the Out of Service group 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 Multi site Networking Small Community Networking SCN Distributed Hunt Groups Hunt groups in a Small Community Network can include members located on other systems within the network Note Distributed Hunt Groups are not supported for use with CCC or CCR Night Service When a hunt group is in Night Service mode the hunt group is temporarily disabled Callers to this hunt group will e Pass to a Night Service Fallback grou
566. rogramming from one extension to another When the Extension Copy operation is performed the destination extension will have the same properties as the originating extension Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the Windows Manager PC application Product Description 2013 AVAYA All rights reserved Page 70 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Dial Code Features F represents the FEATURE button e I represents the INTERCOM button e XX represents a system extension number e PP represents a Personal Speed Dial code e G represents a single digit group number e LL represents a system line number Feature Do Not Disturb O1 Do Not Disturb Cancel 0 0 04 0 06 0 v 9 e 5 e fe a o O fe a o mn Ww nin rer nm Save Number Redial Last Number Redial N TY TY TM nM nm Bie Njeje uI Privacy Call Forward le EN Voice Mailbox Transfer mn Ha ul 933 new BR a m1 Ha N Caller ID Name Display n Call Coverage mn Station Unlock Caller ID Log TANT N Ww NITNIT ji 7 Message Alert Notification 931 new 9 41 F9 42 nm T Contact Closure 2 System IP Address SD Card Serial Number System Speed Dial Personal Speed Dial DND Override Numbers Voice Announce to Extension Call Park to own Extension O 19 oO
567. rosoft Point to Point Compression Protocol RFC2125 Bandwidth Allocation Control Protocol RFC768 User Datagram Protocol RFC791 Internet Protocol RFC793 Transmission Control Protocol RFC1533 Dynamic Host Control Protocol Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 430 Issue 27 01 0 Thursday September 26 2013 Protocol RFC Information NAT RFC1631 Network Address Translation 00 BooTP RFC951 Bootstrap Protocol TFTP RFC1350_ Trivial File Transfer Protocol 0 NTP REC868 Network Time Protocol S SNMPv1 RFC1157 _ Simple Network Management Protocol STD15 RFC1155 Structure and identification of management information for TCP IP based internets STD16 IRFC1212 Concise MIB Definitions STD16 RFC1215 A convention for defining traps for use with SNMP ea O O diemen mea ETIN Menem TE based internets MIB II STD17 ENTITY MIB RFC2737_ Entity MIB Version 2 RIP RFC1058__ Routing Information Protocol RFC2453 RIP Version 2 SDS9 RFC1722 ___ RIP Version 2 Protocol Applicability Statement STD57 RFC2401 Security Architecture for the Internet Protocol RFC2402_ IP Authentication Header RFC2403 The Use of HMAC MD5 96 within ESP and AH RFC2404 The Use of HMAC SHA 1 96 within ESP and AH RFC2405 The ESP DES CBC Cipher Algorithm with Explicit IV RFC2406__ IP Encapsulation Security Payload ESP RFC2407 The Internet
568. roup of agents productivity via a web browser interface This 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 e Customer Service Supervisor License 1 User IPO R9 CUSTMR SVC SPV 1 ADI LIC 275628 Centralized User Every centralized user configured on an IP Office system requires a Centralized Endpoint license This applies to users associated with a SIP extension or an analog extension The Centralized User profile will be available in both WebLM and non WebLM mode In non WebLM mode the licence is obtained through a nodal PLDS license file There is no ADI license for a Centralized Endpoint IP Office administrators using ADI licensing must configure centralized users by obtaining licenses from PLDS CCC to CCR Migration This upgrade license will convert ALL Compact Contact Center CCC licenses to Customer Call Reporter CCR This includes all supervisors and agents CCC to CCR upgrade does not require Advanced Edition e CCC to CCR Upgrade License IPO LIC CUSTMR CUSTMR CALL REPORTER UPG LIC 217658 IP Endpoint Licenses All IP endpoints SIP and H323 Avaya and 3 party require an endpoint license There are two different types of license ave e Avaya IP Endpoint License required for all Avaya endpoints e 3rd Party IP Endpoint License required for all 3rd party SIP and H 323 endpoints Avaya IP Endpoint Licenses
569. rovides additional 30 digital station ports Norstar T Series and M Series telephones only e DS30B provides additional 30 digital station ports This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A DS30A Trunk Cards Norstar Mode supports the following trunk cards which are mounted on any DS8 TCM8 Phone 2 or Phone 8 base card e ATM4 provides four analog CO line ports Supports Caller ID Limit 4 ATM4 cards per system e PRI E1 supports full PRI or T1 Limit 1 PRI E1 card per system e BRI4 provides two BRI trunks Each BRI trunk provides 2B D digital channels Limit 4 BRI4 cards per system e BRI8 provides four BRI trunks Each BRI trunk provides 2B D digital channels Limit 1 BRI8 card per system Product Description 2013 AVAYA All rights reserved Page 58 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Telephones Norstar Mode supports the following telephones e 1400 Series digital telephones 28 e 9500 Series digital telephones 2 e Norstar T Series and M Series digital telephones 305 e Wireless telephones 335 e Analog POTS telephones 345 1400 Series telephones The following 1400 Series telephones are supported e 1416 Display Telephones e 1408 Display Telephones e 1403 Display Telephone e DBM32 Button Module 1416 Digital Phone Programmable Buttons As well as the usual dialing keys Avaya 1400 digital telephone
570. rs 120 20 hours 150 18 hours 80 10 hours No Bluetooth Product Description 2013 AVAYA All rights reserved Page 173 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Telephone 3720 DECT 3725 DECT 3740 DECT 3749 DECT Telephone Telephone Telephone Telephone Standby Talk time n a 120 13 hours Jn a 80 6 hours with Bluetooth Dust Liquid IP 44 IP 65 IP 65 Protection level Ruggedness IEC 68 2 32 procedure 1 IEC 68 2 32 procedure 1 dropped dropped 12 times from 1 metre 12 times from 2 0 m Intrinsically save No No Yes design for use e g in mining chemical industry gas stations 133 x 53 x 24 134 x 53 x 261143 x 59 x 29 143 x 59 x 29 mm mm mm 115 g battery 130 g battery 180 g battery 180 g battery and clip included land clip and clip and clip included Belt clip options none standard swivel none standard swivel Localization Supported languages English Downloadable Brazilian Brazilian Brazilian 1 Requires AIWS Server for integration with IP Office 2 Language supported on phone IP Office menu items might appear in English Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 174 Issue 27 01 0 Thursday September 26 2013 Supported Bluetooth Headsets on the 3725 and 3749 headsets 3725 and 3749 have build in Bluetooth 2 0 supporting the headset profile While others standard compliant headsets should work Avaya has only tested a select
571. rs 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 e Collective All extensions in the hunt group simultaneously Rotary Start with the extension in the list immediately 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 An option has been added Assign Call On Agent Answer which means that CTI applications will always correctly report the details for the call that is alerting The 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 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 hunt group can be put into two special modes Night Service and Out of service Product Description 2013 AVAYA All
572. rstar and BCM providing both investment protection and a migration path between either system The Business Series Terminals offer full integration with Norstar and BCM features as well as integration with basic and advanced applications such as Messaging Intelligent Contact Center Computer Telephony Integration CTI and integrated voice and data solutions The telephones are now available also on IP Office and offer customers primarily another migration option from Norstar or BCM to IP Office Please note that those terminals do not work on all digital ports of IP Office but require a specific 8 port expansion card or 16 30 port expansion module For details refer to the IP Office hardware segment Recommendation The BST digital phone support on IP Office is mainly intended for migration from Norstar to BCM For new installs it is possible to use the BST telephones For new installs Avaya recommends using the 1400 or 9500 digital sets in order to get access to all advanced features o IP Office like Visual Voice Feature menus or self labeling keys 9500 telephones only Product Description 2013 AVAYA All rights reserved Page 217 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Product Overview While the Business Series Terminals boast the industry leadership and strengths of the BCM and Norstar telephone portfolio the portfolio also delivers value added features These telephones are now also supported on the IP Office p
573. rt of the Title Menu Bar Import 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 Back up Restore and Upgrade Web Manager is enhanced to include new Back Up Restore and Upgrade functionality e Back up A back up image from the system primary directory on the SD card can be sent to the SD Card system back up or to the local machine that is running the browser In the latter case Web Manager will download a java applet to interact with the local file system e Restore Existing back up files can be restored to the system primary directory of the SD card Restores can be made from the system backup to the system primary of the SD card or from the local machine that is running the browser Web Manager downloads a java applet to interact with the local system All restores will require a system reboot e Upgrade The upgrade package will be installed on the machine that is running the browser Web Manager will interact with the IP Office to install the upgrade The system will require a reboot after the system upgrade Help The IP Office Web Manager provides intuitive help There is pop up help when the user tries to configure a non supported config Also if a
574. rted on IP Office 500 500 V2 hardware They support a large set of features including e Standard phone features like hold transfer conference IP Office based e A single call appearance note that currently bridged appearances and trunk line appearances are not supported e Message waiting support e Busy Lamp keys with speed dial status indication and pickup of ringing calls e Application support The telephones can be used in combination with applications like Avaya one X Portal for IP Office for added comfort allowing e g click and dial functionality e Self labeling Feature keys This allows access to selected IP Office features using a single key press If additional parameters are needed the user is guided using a dialog interface of feature request plus softkeys for e g confirmation e Special feature key The supported features are also available pressing a feature soft key plus the appropriate feature code The feature codes are identical to the features codes from BCM therefore making transition easy and painless e Ease of installation The telephones can be managed from IP Office manager and are easily installed IP Office will serve as DHCP server and can provide configuration files software updates etc To install the telephones only IP Office manager is needed e When migrating telephones from BCM to IP Office when IP Office DHCP server is used the system will take care of installing upgrading the telephone
575. rting TTY acoustic coupler Message Waiting Indicator Yes also useable as a ringing call alert indicator Product Description 2013 AVAYA All rights reserved Page 118 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Personalized Ring Patterns Yes 8 Headset Socket Yes Embedded Applications e Centralized call log and contact application fully transparent between 9600 telephones 1408 1416 1608 1616 telephones and Avaya one X Portal for IP Office e Contacts application up to 100 entries and Call Log Missed Incoming Outgoing up to 30 calls Please note that the Voice dial feature of the 9600 telephones on Communication is not available on IP Office e Access to company directory and Visual Voice applications on IP Office External Applications WML Application Interface Upgradeable Firmware Yes Expansion e 2 Adapter interface e USB 1 1 adapter e SBM24 Module interface for up to 3 x SBM 32 button expansion modules Note If more than one button module is used Power Class of phone needs to be switched to Power Class 3 Color Black Mounting Desk or wall mountable with optional wall mount adapter Supports the following languages English French Spanish German Italian Dutch Portuguese and Russian English and 4 of the other languages at once in the phone Note While it may be possible to download other languages onto the phone this will not be applicable to any data sent by IP Offi
576. ry level voicemail service As built in functionality of the IP500 and IP500 V2 hardware it requires no separate server The Embedded Voicemail is enabled by purchasing the IP Office Essential Edition Key features of Embedded Voicemail include Up to 6 ports of voicemail on IP500 V2 IP500 V2 The first 2 ports are included in the basic system Up to four additional ports can be added simply by purchasing two 2 port add on license keys IP500 Maximum 4 ports of voicemail With an increasing number of ports the message storage capacity is increased simultaneously o 2 ports Up to 15 hours o 4 ports Up to 20 hours o 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 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 Numbe
577. s 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 ensure fast accurate decision making and 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 Wireless Solutions 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 found in the chapter Telephones of this document e Avaya VoIP WiFi Solution leveraging the WiFi data network allow a single infrastructure for both voice and data traffic Leveraging an existing voice ready WiFi network allows a cost efficient deployment of a converged wireless data and voice infrastructure using the 802 11a b and g standard The solution is offered worldwide in selected countries including North America EU countries and selected others For details on this solution please refer to the chapter Telephones of this document Remote Solutions IP Office supports the following VPN remote phone solutions e VPN phone client on 4610SW 4621SW 5610SW 5621SW and 9600 Series IP telephones offered world
578. s The small solution using Scopia 8 0 firmware will be ready for 8 1 FP1 The medium solution has been tested and works with release 8 1 FP1 with some exceptions for Flare to support Pin codes when connected to IPO IPO 9 0 will provide the needed support for this to remove this exception The new XT5000 Video Server for IP Office is now available and works with IP Office release 8 12 FP1 SP5 and 9 0 This variant of the XT5000 platform is integrated to IP Office and must register to the IP Office as an Avaya SIP endpoint for the Video Server component to function MCU Release 9 0 includes the fixes from 8 1 SP5 and some additional features to support flare functionality when used with the Radvision Elite MCUs Product Description 2013 AVAYA All rights reserved Page 282 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office supports e Video Collaboration Solution for IP Office e XT5000 Video Server for IP Office with 3 2 Firmware must register with IPO for MCU to function e XT5000 Endpoint w embedded video server for IP Office with 3 2 Firmware must register with IPO for MCU to function e Scopia XT5000 Endpoint with embedded MCU with 3 2 firmware e Scopia XT4200 Endpoint with 3 2 firmware e Scopia XT240 Endpoint with 3 2 firmware requires a 3rd party SIP license e Scopia Elite XT6000 with 7 7 firmware Remote Phone Support Remote Working NAT Traversal The new Remote Worker feature allows the con
579. s 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 This feature is enable through the IP Office manager for each IP Office user Only authorized users can use the coach whisper feature Default setting is off Dial On Pickup 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 Off Hook Operation Off Hook Station is designed for users who want their analog phone to operate like digital or IP feature phone to isolate the user s phone idle state from the Hook state This is a useful feature when using Avaya one X Portal for IP Office or SoftConsole to control the phone state when using a headset on an analog telephone and with call control and dialing from Avaya one X Portal for IP Office or SoftConsole E911 Emergency Call This is a specific service for North America When an emergency call is connected IP Office 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 is clearly identified Product Description 2013 AVAYA All rights reserved Pag
580. s system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud Intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support website http support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks The trademarks logos and service marks Marks displayed in this site the Documentation and Product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the Documentation and Product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered tr
581. s the same look and feel as the base station with internal antenna e Outdoor housing available for both versions e Up to five compact base stations per system can be installed e 8 simultaneous voice and up to 12 signaling channels for the standard Radio Base Stations e 4 simultaneous voice and up to 12 signaling channels for the compact Radio Base Stations Codec G 711 G723 G 729a b for base station IP trunk connection e Power consumption e Power over Ethernet or local power supply supported e Power over Ethernet IEEE 802 3af class 2 typical 4W maximum 5W consumption Product Description 2013 AVAYA All rights reserved Page 160 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Dimension 200 w x 165 d x 56 h mm including mounting bracket e Weight RBS 450g IP DECT Radio Base Station 2 IPBS2 Avaya is introducing the new IP base stations IPBS2 for the DECT R4 to replace the first generation of IP base stations IPBS1 There is no change to the functionality of the IP base station and the feature set provided on IP Office Avaya will continue to offer the same version of the IP base station 2 as currently offered for the IPBS1 e IP base station 2 w internal antennas IP base station 2 w external antennas for European Union Switzerland Iceland Norway and Russia only e IP base station 2 Compact for IP Office The IP base station 2 products are fully interoperable with the IP base statio
582. s IP routing as standard Embedding a router within IP Office removes the costs complexity and additional points of failure of external WAN multiplexers 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 Product Description 2013 AVAYA All rights reserved Page 307 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 SSL VPN Remote Access The IP Office SSL VPN remote access solution is a fast and easy way to set up a secure remote access at broadband speeds The solution is designed to provide Avaya and Avaya partners with reliable remote access that enhances service delivery while reducing the cost associated with truck rolls The solution enables partners of any size to create an infrastructure that automates management and maintenance of IP Office systems The IP Office SSL VPN Solution The IP Office SSL VPN solution offers secure remote accessibility to the IP Office devices with minimum networking expertise required to set up the CPE at the customer site The IP Office can be pre configured with SSL VPN configuration before installation at the customer s site Advantages of the IP Office SSL VPN Solution e Secure remote access at broadband speeds for enhanced support e Simple con
583. s 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 External Call Lamp Indication Feature e New system wide configuration parameter to select the LED flash pattern for external calls on Bridged and Coverage appearances Benefit Product Description 2013 AVAYA All rights reserved Page 251 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e The user can determine if the covered call is internal or external Product Description 2013 AVAYA All rights reserved Page 252 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Outbound Call Handling Features Every business needs to make calls but depending on the type of business these calls may need to be treated in a special way such as recorded against a project or client through the use of Account Codes A business may have several sites linked via a private network but certain users like customer services agents may need to be able to call colleagues in other offices even when the network is busy while other users can wait for a line to come free Least Cost Routes can automatically translate the internal number to a direct dial call over the public network while other users wait Account Codes Feature e Associate an account code with a call e Validate account codes used against list stored by the IP Office e Include the account cod
584. s have dedicated function buttons like Mute Volume Hold Conference and Transfer In addition to these 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 TUI or Simplified Manager as part of the system configuration Product Description 2013 AVAYA All rights reserved Page 59 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9500 Series telephones The following 9500 Series telephones are supported e 9504 Display Telephone e 9508 Display Telephone e BM12 Button Module Programmable Buttons The Avaya 9500 Series telephones are paper label free providing programmable labels in the display The 9504 has four buttons with Red amp Green LED s and has two pages providing a total of 12 programmable buttons The 9508 has eight buttons with Red and Green LED s and has two pages providing a total of 24 programmable buttons As well as the usual dialing keys Avaya 9500 digital telephones have dedicated function buttons like Mute Volume Speaker Headset Call Logs and Contacts In addition to these there are keys that can be programmed with a range of selected special functi
585. s per conference call Only two calls connecting through analog trunks are permitted in any single conference For more information on managing conference calls refer to the Audio Conferencing chapter 395i Coaching Silent Intrusion Whisper Page This feature is available with Essential Edition Preferred and Advanced Editions Silent Intrusion or Whisper Page can be effective in a scenario where a secretary administration support 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 Feature e Allows for the interruption or inclusion of a supervisor co worker to join a call without far end caller listening to the conversation Benefit e Used in call center scenarios and with other applications between employees Supports the interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation This is useful when the agent needs coaching support training or when the supervisor needs to intrude to give instructions to an agent The caller may still talk to the agent but the caller will not hear what the supervisor is saying The agent will be able to hear both the caller and the supervisor Description The feature enables users on a call to intrude and listen depending on the configuration of the end user
586. s the progress of a call The border around number the call status panel changes color to indicate the status of the call e Calling Number The telephone number of the call originator e Call Duration The length of time that the has been in the state e Called Name as indicated by the Call Status The system user name or hunt group name associated with the called number e Notes This area displays notes or information about the e Called Number call i e when a call has been returned as there The extension number the incoming call has been was no answer from the extension it was routed to by the system transferred to If annotation is attached to the call details are shown in the Notes area If a new call arrives the call details panel will display the calls waiting to alert the operator and allow answering of the call based on the Caller ID Product Description 2013 AVAYA All rights reserved Page 343 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Directory Panel Property A Name A Number xf Busy Status Do Not Disturb Status Login Status Group Status x Main Y Sales CustomerHelp Absent Message PAlNew Voice Mail Messages Forwarding Status Forward Unconditional Forward On No Answer Forward On Busy Anne Webb 209 Idle Off Logged In Out of Group In Group In Group Follow Me Forward Hunt Group Calls The directory panel on the right shows inform
587. s to the correct software for IP Office This makes migration easy and quick The SIP 4 3 firmware is available with the following enhancements e Removal of the requirement to press the Send key in order for the phone to start dialing 1 10 sec timeout default 5 sec e Avaya one X Portal for IP Office integration hold mute amp conference supported e Language selection via IP Office Manager is now supported Product Description 2013 AVAYA All rights reserved Page 210 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Table next to the features that are accessible through the Feature key and that can be administered to a button the telephones can also access IP Office features by dialing the IP Office Feature Access code plus parameter if needed for the desired feature Feature Details E F 0 Button query also allows DN query via I C supported button F 1 F 2 F 3 Self admin button programming supported nate function supported on the phone but not using X6 Es F 6 Self admin ring type the feature code function supported on the phone but not using X7 a F 7 Self admin contrast the feature code ee function supported on the phone but not using F 80 Self admin ring volume the feature code FO Speeddial supported F3 Conference Conference Add Conference Meet Me supported a function supported on the phone but not using F70i Transfer the feature code F981
588. s to these ports enable the user to gain access to the premises through default system short codes through the optional Voicemail Pro application The flexibility of the IP Office provides the ability for short codes to be customized to a code more desirable for users The flexibility of Voicemail Pro allows the visitor to enter a predetermined code from the phone granting access This scenario is particularly useful in areas when co workers are working at another site Additionally many doorphones can be connected to station or trunk ports available on IP Office The Avaya IP Office system offers three doorphone solutions to choose from Avaya Universal Doorphone System North America Kalika Communications Doorphone Entry System EMEA DevConnect Partner Interquartz Doorphone EMEA DevConnect Partner Algo 3226S Trunk Port FXO Doorphone NA amp EMEA Dev Connect Partner the Algo 3226S has the same industrial design as the Norstar BCM Digital Doorphone but leverages Analog Trunk ports instead of Digital Station Ports Avaya Universal Doorphone System System consists of a controller and a speaker The speaker is mounted securely on the wall and is connected to the controller which normally resides in the equipment room The controller is connected to a trunk port Users with the trunk appearance will be notified when a visitor has pressed the Push button located on the weatherproof speaker Each controller supports two spea
589. sday September 26 2013 Each trunk card is supplied with the spacer pegs required for installation and a label to identify the card s presence on the physical unit once installed e _IP500 Analog Trunk Card Maximum 4 e IP500 BRI Trunk Card Maximum 4 e IP500 Universal PRI Trunk Card Maximum 4 Product Description 2013 AVAYA All rights reserved Page 105 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Analog Trunk Card This card can be added to an IP500 Digital Station card IP500 Analog Phone base card or IP500 VCM card It allows that card to then also support 4 analog loop start trunks Only one analog V 32 modem is supported on a system e When fitted to an IP500 Analog Phone 8 base card not Phone 2 the combination supports 1 power failure extension to trunk connection e The card provides a V32 modem for remote access only one per system supported on ETR and TCM cards IP500 BRI Trunk Card Euro ISDN This type of card can be added to an IP500 Digital Station card IP500 Analog Phone card TMC8 card or IP500 VCM card It allows that card to then also support up to 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 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
590. se will become invalid If it is necessary to exchange a Feature Key due to damage or upgrade then the existing key and licenses can be exchanged license swap through the Avaya Direct International ADI website https adi avaya com Some licenses enable a number of ports channels or users Depending on the particular license each supported instance may be consumed either when it is configured for use or alternatively when it is actually being used When no further instances of a license are available further use of the licensed feature is not allowed Typically for port channel and user licenses multiple licenses can be added to give a higher number of supported ports channels or users However licenses above the capacity supported by the particular IP Office control unit will not work Server Edition Linux Based Systems For Linux based systems the System Identification value of the system is used The System Identification value is displayed on the System System tab and is a fingerprint value generated from the server hardware the server and the server hard disk This means that licenses are tied to a particular system and cannot be used on another system Server Edition Virtualized Solution The IP Office Virtualized Solution is IP Office Server Edition deployed on a virtual machine The System Identification value for a virtual deployment is based on the following parameters e IP address for the LAN1 and LAN2 interfaces
591. services numbers Product Description 2013 AVAYA All rights reserved Page 72 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Extension Hunt Groups Use this feature to assign any number of extensions to a Hunt Group When extensions are in a Hunt Group an incoming call searches or hunts for the longest idle extension that is available The system supports up to six Hunt Groups Extension Name Display The user name and extension number is displayed on the phone display External Hotline When a user lifts the handset of an external hotline a predetermined outside number is dialed automatically The external number might be for example a frequently called service bureau The external hotline must be a single line telephone not a system telephone and should not have a dial pad Fax Machine Extensions Allows you to connect your fax machine to your system allowing you to share network facilities Flexible Dial Plan Through Manager the system defaults to a fixed 2 digit dial plan extensions 10 57 but can be changed to a flexible 3 digit dial plan extensions 100 599 Group Calling Ring Page Use this feature to ring page or transfer calls simultaneously to all of the extensions in any one of four Calling Groups G represents a Calling Group number from 1 4 When paging you hear a beep and can begin speaking Your voice is heard on the speakers of all idle system telepho
592. set them up Product Description 2013 AVAYA All rights reserved Page 265 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 10 IP Telephony Product Description 2013 AVAYA All rights reserved Page 266 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 10 IP Telephony 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 delivers them at low cost 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
593. side line Note On PARTNER ETR sets the system provides 2 Intercom buttons per telephone Personal Line Termination Allows you to assign a line lines to specific extension extensions Personalized Station Ringing Allows you to assign a personalized ring pattern to an extension POTS Plain Old Telephone Set Support POTS single line analog telephones are supported on the system They are connected to an analog station port on the Combo module a port on the Phone 2 Phone 8 or Phone 16 module or to an ETR port Privacy Privacy prevents other users from joining on your call Recall Use this feature to send a timed switch hook flash over the telephone line to recall a new dial tone or to access certain central office features such as Call Waiting or 3 way calling Redialing Features There are two features which offer redial functionality e Last Number Redial FEATURE 05 Last Number Redial redials all digits dialed on the last outside call except account codes o On 1400 Series telephones there is a fixed Redial button which allows you to scroll through and redial the last 20 number called from that telephone set e Save Number Redial FEATURE 04 Saves into temporary memory the last outside number up to 28 digits dialed from a system telephone Use this feature to save a number before you hang up on a busy or unanswered call Once saved the number can be redialed at any time The nu
594. 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 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 feat
595. sion 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 Announcements Hunt group announcements are separated from hunt group queuing and can be used even when queuing is off Hunt group announcements are now supported by Embedded Voicemail in addition to Voicemail Pro Further times for the first announcement second announcement and between repeated announcements are configurable Product Description 2013 AVAYA All rights reserved Page 262 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Contact Center Features Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description Basic handling of telephony requirements for a Call Center 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 Login A contact center 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
596. sion s message waiting light is illuminated e Choice of Language o Each Auto Attendant can have a primary language assigned to it The language applies to the pre recorded prompts available to that Auto Attendant This overrides the system language setting o The per extension Display Language setting will also override the system language and change all the displays pre recorded greetings and prompts to the chosen language e End of Recording options o When a caller has finished leaving a message in an extension s mailbox the caller can touch the key to signal the end of recording of the message o Ifthe message is less than 3 seconds the system will play the following prompt Message too short Deleted Goodbye o Ifthe message is longer than 3 seconds the system will play the following prompt Your message has been sent Goodbye e Outcalling Notification Product Description 2013 AVAYA All rights reserved Page 51 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 o If you use the Outcalling option Embedded Voicemail will call the number which you have programmed to signal that a new message has arrived in your mailbox e Each user can have 1 number programmed for outcalling notification e The system will make up to 3 attempts in 5 minute intervals to contact the user e After 3 attempts outcalling notification will cease until another new voice message arrives e Phantom Mailboxes o Provides
597. sole 342 WLAN 130 182 WLAN Compatibility List 182 workflow 357 workforce 367 workgroup 186 workgroups 12 World 228 267 306 Rest 396 WorldCom 292 worlds companies LANs 267 Worst Case 130 427 Wrap Up 352 WS X4148 RJ45V 130 WS X6348 RJ45V 130 X X 21 297 306 309 430 X 25 309 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 467 Issue 27 01 0 Thursday September 26 2013 Template 19th November 2012 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements 2013 Avaya Inc All rights reserved Product Description 2013 AVAYA All rights reserved Page 468 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013
598. sources e Optimized data center footprint requiring less power and less cooling e Lower total cost of ownership and higher flexibility Web Manager for Server Edition and Standard Mode Release 9 0 introduces a new web based management tool for Server Edition and Standard Mode Web Manager for Server Edition Web Manager for Server Edition is a consolidated management platform for Server Edition mulit node deployements The Web Control server management portal has been enhanced and integrated into Web Manager Web Manager for Server Edition features the following capabilities e Simplified Linux distribution server and ignition options e Single URL management no need to point to different servers e Single one time log in for IP Office management including VM Pro and One X Portal e Simplified task flow intuitive menu structure and enhanced graphical design e Solution wide back up restore upgrades and user management e User management for User configuration moves adds and changes import export Web Manager for Standard Mode Web Manager for Standard Mode features the following capabilities e User configuration e Moves adds and changes e Import and export SIP Trunks IP Office 9 0 includes several new SIP trunk capabilities designed to simplify and address a wider set of implementation scenarios Direct Media on IP Office 500v2 Platform Direct media allows all IP endpoints to send RTP directly to each
599. ss 3810 Telephone The Digital Wireless 3810 Telephone is supported but is no longer for sale Features 2 line 32 character Handset Liquid Crystal Display LCD 10 hours of talk time and 4 days of standby time 4 displayed operation modes indicating Talk Ringer On Off Battery Low and Message Waiting Single button access to fixed features Hold Transfer Conference and Redial 4 programmable buttons to access features on the PBX 20 Number Memory for quick and easy speed dialing 10 channels supporting up to 10 simultaneous conversations in overlapping radio coverage areas Headset jack Ringer and Handset volume control User selectable ring type Vibrate alert Redial Button Base Unit and Charger Unit Product Description 2013 AVAYA All rights reserved Page 189 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office by connecting to a Digital Station DS port It offers the mobility inherent in a wireless telephone plus access to a number of features and functionality of the connected communications system A maximum of 5 Avaya 3810 wireless handsets can be connected to the same IP Office in any overlapping radio coverage area This phone is only available in the USA and Canada The Avaya 3810 is delivered as a single unit containing e Base Unit e Handset e Telephone Cord Base Unit Power Supply Ad
600. ss Assignment 148 149 150 200 202 204 IP Authentication Header 430 IP DECT 3700 347 IP DECT Capacities 178 IP DECT IPO STARTER KIT 178 IP DECT System 178 IP DECT Telephone 178 180 181 IP DECT Wireless Handset 235 IP Encapsulation Security Payload 430 IP Extensions 270 IP Hard Phone 267 IP Office Management Utilities 413 IP Office Manager 13 97 242 245 246 250 257 292 311 368 375 376 379 396 415 419 IP Office Professional Edition 97 357 382 396 IP Office Professional Edition Upgrade 97 IP Office Small Community Networking 241 242 Internet E E ay Protocol 430 244 246 247 257 298 ineme Protecoitelels IP Office Standard Edition 97 396 type 267 i oe IP Office stores Internet Security Association 430 Product Description 2013 AVAYA All rights reserved Page 456 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Index IP Office stores list 253 IP Office Supports 311 IP Office Time Profiles 379 IP Office Voicemail Pro Intuity Audix Emulation Features 382 IP Office VoIP 287 IP Offices 294 IP Office s Directory 240 IP Office s list 253 IP Offices Transit Network Selection 292 IP Office s WAN 297 IP Packet 287 297 IP Packet Flow Control 287 IP PBX 267 IP Phone Adapter 130 IP Phone Power Adapter 130 IP Phones 97 130 200 202 204 258 263 269 IP Power 130 IP Security Document Roadmap 430 IP Service 306 IP Telephone Power Consumption 130 IP400 3rd PR
601. ss Telephone While no longer available in the current release this WiFi telephone is still supported The Avaya 3616 IP Wireless Telephone is a WiFi 802 11b telephone that runs using H 323 The 3616 supports the following features Lightweight innovative design Simple to use 802 11b standard compatible Radio Frequency 2 4000 2 835 GHz SMI Transmission type Direct Sequence Spread Spectrum DSSS FCC certification Part 15 247 Management of telephones via DHCP and TFTP Voice encoding G711 Transmit Power 100mw peak lt 10mW average Wired Equivalent Privacy WEP 40bit and 128 bit 2x16 character alphanumeric plus status indicators 4 hours talk time and 80 hours standby Product Description 2013 AVAYA All rights reserved IP Office 9 0 Page 187 Issue 27 01 0 Thursday September 26 2013 3626 Ruggedized Wireless Telephone While no longer available in the current release this WiFi telephone is still supported The Avaya 3626 Wireless Telephone is a WiFi standard 802 11b telephone that runs using H 323 The 3626 18 supports all of the features of 3616 with the following differences e Designed for industrial environments e Ruggedized durable design e Push to talk walkie talkie feature for broadcast communications between employees Product Description 2013 AVAYA All rights reserved Page 188 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Digital Wirele
602. step in extending the Avaya Flare Experience to non Avaya devices With its contextual people centric design the Avaya Flare Communicator for IP Office will make communications and collaboration easier and more convenient than ever before for SME and mid market customers Product Description 2013 AVAYA All rights reserved Page 336 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Flare Communicator Solution Architecture Flare Communicator for IP Office communicates with both IP Office and one X Portal to provide communication and collaboration features Telephony features such as make receive calls hold un hold mute un mute DTMF MWI etc are provided by IP Office 500v2 and UC features such as IM presence and enterprise contacts are provided by the one X Portal server of Flare Communicator iPad IPO Application Server one Portal amp VMPro IP Office 8 1 Flare Communicator Windows If one X Portal server is unavailable either due to licensing restriction or connectivity issues the Flare Communicator client will work in a telephony only mode providing only telephony features Flare Communicator for Windows Flare Communicator for Windows integrates voice presence IM and directories into one unified offering for Windows laptops and desktops over a LAN connection It allows users to gain integrated access to communications modes move among drag and drop voice IM email call history and m
603. system for any number of rings 0 6 Assigning more rings gives the operator an opportunity to answer calls before they go to the Automated Attendant VMS Hunt Delay is programmable on a per line basis In addition you can program this feature so that calls can be handled one way during the day and a different way when the system is in Night Service VMS Hunt Schedule Interval Allows you to determine when outside lines are covered by the Automated Attendant Options include all the time only during Day operation Night Service is off or only during Night operation Night Service is on Voice Mailbox Transfer Direct Allows you to transfer a call directly into a user s voice mailbox without ringing their extension Voice Messaging The system has Embedded Voicemail included as standard All extensions are automatically assigned a mailbox Embedded Voicemail also provides e A 2 port single level Automated Attendant e Separate Morning Afternoon Evening and Out of Hours menu greetings with time profiles e Dial by Name capability e Variable hours of storage o 2 ports 15 Hours o 4 ports 20 Hours o 6 ports 25 Hours Up to three minutes per message e Fast Forward Rewind Replay and Skip capability e Voicemail to e mail capability Remote message retrieval e Visual Messaging on digital telephones only Product Description 2013 AVAYA All rights reserved Page 80 IP Office 9 0 Issue 27 01 0 Thursday S
604. t for better productivity and customer service e Customer Call Reporter CCR Available with Advanced Edition and combined with the built in Automatic Call Distribution functionality of IP Office CCR enables a small business to track and measure customer service and agent productivity levels e CCR delivers e Simple Intuitive Reporting e Browser Thin Client Architecture e Single Server Efficiency with Preferred Edition e Target Segment Small Business lt 30 agents e Can support up to 150 agents e 30 supervisors e One administrator Product Description 2013 AVAYA All rights reserved Page 12 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Management Tools Avaya IP Office is easily managed with its management options IP Office Web Manager is a new browser based management tool designed 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 supports the following Editions of IP Office e Basic Edition A Law e Basic Edition Mu Law e Basic Edition PARTNER Mode e Basic Edition Norstar Mode PBX KTS IP Office Manager is a Windows based PC software application It can be used from the LAN remote on the WAN or connected via the built in RAS using a
605. t 100 Mbps while the receiving port operates at 10 Mbps or the sending port might operate at 1000 Mbps while the receiving port operates at 100 or 10 Mbps If data packets arrive for a port that is saturated with other packets the packets may overflow the port s buffer resulting in dropped packets and lost data Flow control is a congestion control mechanism that prevents data loss at congested ports Flow control prevents packet loss by controlling the flow of data from the transmitting device to ensure that the receiving device can handle all of the incoming data Product Description 2013 AVAYA All rights reserved Page 287 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IEEE 802 3 flow control is used on Avaya IP telephones operating in full duplex mode If the receiving device becomes congested it sends a pause frame to the transmitting device The pause frame instructs the transmitting device to stop sending packets for a specific period of time The transmitting device waits the requested time before sending more data VoIP Standards Supported IP Office supports the following protocols and standards e H 323 V2 1998 Packet based multimedia communications systems e Q 931 ISDN user network interface layer 3 specification for basic call control e H 225 0 1998 Call signaling protocols and media stream packetization for packet based multimedia communication systems e H 245 1998 Control protocol for mul
606. t About Ste pi System Resources Music on Hold Source External Cal Configuration Size 1024K Configuration Used 172K pee Memory Free 71837K 8kHz Clock source Line 1 Slot 1 Port 1 Channels Number of Channels Number in Use Congestion Count Last Date of Congestion YM 10 Nov 2006 08 19 26 Modem Conference 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 Note SSA is not a configuration tool for IP Office systems Data Migration Manager A new tool called the Data Migration Manager DMM is specifically designed to facilitate quick and easy migration from BCM and Norstar systems to IP Office There are three steps in the migration process Extract Convert and Apply DMM will migrate e Announcements and greetings e Voicemail messages e Extract Call Pilot configuration This will create a strong competitive advantage and reduce the installation times significantly Step 1 Extract This step involves 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 Product Description 2013 AVAYA All rights reserved Page 420 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Data Migration Manager for AN tjetp Dota Source Page Select Extra
607. t EU24 BL is no longer available for new sales Product Description 2013 AVAYA All rights reserved Page 206 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 1100 and 1200 IP Phones The 1100 IP telephones are inherited from the Norstar and BCM product line These telephones are supported on the BCM platform using UNIStim protocol On IP Office these telephones are supported using the SIP protocol SIP software can be downloaded onto those telephones when they get connected to IP Office When used with IP Office the telephones need an Avaya IP phone license like any other Avaya IP phone No other license is needed e g with IP Office no separate IP phone license is required The following telephones can be migrated e 1100 Series 1120E and 1140E plus Key Expansion module e 1200 Series 1220 and 1230 plus both Key Expansion modules Please note that for new installs Avaya recommends the 9600 line of telephones like the 9608 9621 or 9641 They telephones offer the full access to all innovative IP Office features like Visual Voice Mail IP Office Feature menu or centralized call logs or personnel directories 1100 and 1200 IP Phones Overview Users can enjoy the next generation features of VoIP plus all of the carrier class reliability and ease of use of traditional telephones These telephones offer four superior desktop models along with two innovative software based solutions that bring VoIP to a user
608. t Exchange integrates fax into email technology Create faxes on your desktop and deliver them to your chosen fax machine at the click of a mouse Further product information available from www fenestrae com e GFI GFI FaxMaker GFI FaxMaker for Exchange SMTP allows users to send and receive faxes and SMS text messages directly from their email client It integrates with Active Directory and therefore does not require the administration of a separate fax user database GFI FAXmaker integrates via the SMTP POP3 protocol with Lotus Notes and any SMTP POP3 server Further product information available from www gfi com e Open Text Fax Appliance formerly Castelle FaxPress Faxes routed to a user s mailbox by this fax server will be recognized by Voicemail Pro as faxes and will be supported by Voicemail Pro Fax features More information is available from www castelle com Product Description 2013 AVAYA All rights reserved Page 367 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Text to Speech Email Reading Microsoft Exchange only In addition to providing a unified mailbox for voicemail messages emails and fax message 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
609. t Ground 430 Loop Start 104 292 Lord Of The Rings 373 Lotus Notes 363 367 Low Speed Serial Links 430 M Mail Box Remote Access 382 Maintainers Network Manager 418 make receive headset microphone 267 Malicious Call Identification 292 Manage voicemail 382 Managed Frame Relay Network 297 Managed IP VPN 285 297 Management Tools 13 Manager 5 1 415 Manager application 246 Manager provides 415 manager secretary 251 Managment Information 430 Many Avaya 242 250 257 Many Simultaneous Calls Can 286 MAPI 12 363 Mbps 287 297 Mbps LAN 297 MCID 265 292 MCID Activate 265 MCU 269 MDAC 372 Media 269 285 288 346 350 368 418 Media Service Provider 350 Medical 7 medical issues 7 Medium Size Companies 7 Meet Me conferencing 395 Meeting 244 Meet Me 97 395 396 Meet Me conferencing 97 Meet Me Conferencing on IP500 396 Meet Me Conferencing Solution 395 Memory 189 230 241 285 430 Menu Bar 342 MERLIN MAGIX 113 Message Announcements 382 message handling individuals 357 Message light 229 Message Storage Capacity 355 Message Waiting 14 148 149 150 189 230 242 291 376 382 Message Waiting Indication 230 242 302 382 Message Waiting Indicator 200 202 204 message waiting lamps 242 Message Waiting Light 229 302 Messages Button 202 204 Messaging Card 418 Microsoft application 310 Microsoft Live 326 Mid Span Power 130 Mid Span 130 Mid Span Power Distribution Units 130 Miercom 7 milli seconds 286 M
610. t Messaging 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 Product Description 2013 AVAYA All rights reserved Page 386 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 third 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 outstandi
611. t browsing HTTP Each protocol passing through the firewall can be restricted allowed access in four different ways Drop No sessions via this protocol will be allowed through the wall In An incoming session can punch a hole in the wall to allow traffic in both directions e Out An outgoing session can punch a hole in the wall to allow traffic in both directions e Bothway An incoming 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 Light Weight Directory Access Protocol LDAP IP Office supports LDAP directory synchronization This allows the telephone number Directory names and telephone numbers held in IP Office to be synchronized with the information on an LDAP server limited to 5000 entries Although targeted for interoperation with Windows 2000 Server Active Directory the feature is sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher Remote Access Server RAS IP Office provides RAS functionality allowing external users to dial in to the local area network from modems telephone adaptors and routers
612. t keys e Graphical display e Auto Login Roaming between 4 different systems e Headset jack not included with 7430 4135 e Loud speaker Hands free mode 7440 4145 only e Telephone book with storage for 80 names and numbers e Can be set to vibrate mode not included with 7430 e Text message capability e Silent mode mute all sounds e Redial function last 10 numbers e Adjustable volume e Nine different ring tones e Key lock e Microphone mute e Caller ID presentation e Automatic hook off Standby speech time 100 10 hours e Temperature compensated charging e Weight including battery is 4 3 ounces 121 grams e Size 5 6 x 1 9 x 1 0 143 x 48 x 26 mm Digital Mobility Software The Digital Mobility Solution is supported by an easy to use Operations Administration and Management OA amp M software package a Mobility Software Service Tool and a comprehensive Deployment Tool Operations Administration and Management Software Package The OA amp M software package allows the following aspects of the Digital Mobility solution to be managed e Digital Mobility Controller administration e Handset registration and subscription e System backup and restore programming information e Statistical package for debug e Broadcasting test messaging e Updating base station firmware e Remote system administration via RS232 Optional serial IP converter Mobility Software Service Tool The Mobility Software Service
613. t of hours is defined with IP Office Manager and is only applicable to hunt group mailboxes A greeting can be recorded for each of the above conditions through the Telephone User Interface TUI If a recording is made for each condition the order of play back to a caller will be 1 Out of hours Hunt group mailboxes only 2 Internal External greeting 3 Busy Engaged 4 No reply A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to present to a caller Avaya one X Portal for IP Office users can record and manage their voicemail greetings through the Avaya one X Portal for IP Office user interface Product Description 2013 AVAYA All rights reserved Page 375 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hunt Group Broadcast Messages With Voicemail Pro two modes of operation exist for the handling of hunt group messages The method used is configured for the group through the IP Office Manager e Hunt group mode Messages are stored in the hunt group mailbox and Message Waiting only informs those individuals configured for message waiting indication from that group This is ideal for scenarios where only a few people such as a call center supervisor need to be initially aware of group messages Any message waiting light lit by this is extinguished when the new hunt group message is accessed by a user This is the default mode of operation e
614. t supported on all types of telephones Message Waiting Indication 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 telephones have in built message waiting lamps Avaya one X Portal for IP Office provides message waiting indication on screen For analog telephones 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 telephones 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 Product Description 2013 AVAYA All rights reserved Page 242 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Visual Voice Feature e Provides interface to voicemail through display and buttons e g Listen Save Delete Fast Forward Benefit e Quick access to voicemails and commonly used messaging features Description You can access and control voice messages via the display on Digital or IP telephones Visual Voice requires Preferred
615. tal number of calls internal calls optional external outbound calls and the total number of external inbound calls e Call Summary Report The Call Summary Report contains details of the total calls presented and answered the average speed to answer in percentage and average speed to answer time the number of calls overflowed and lost the average abandon time as well as the grade of service e Trace Reports The Trace Report lists in chronological order all the events date and time stamped that involved the user selected e Alarm Reports Alarm reports can be created for the Supervisor Views All the alarms for the selected subject are listed over a user specified time period Totals are included that show the number of warning and critical alarms received for each unique alarm type included in the report e Voicemail Reports The report shows the following information Total calls answered by the Auto Attendant Voicemail Pro total calls abandoned lost in Auto Attendant and a table of unique call flow trigger names with a tally of the number of times the trigger has been received e g who pressed 1 for sales in the Auto Attendant e Agent Time Card Report This report summarizes agent performance including time logged in talk time time in various states calls made and answered and agent performance The report does not include internal calls Creating an IP Office Customer Call Reporter Report From the seven basic report templ
616. tation Contact Recorder for IP Office runs on an application server separate from the Server Edition Primary and or Secondary servers that host the Voicemail Pro application Contact Recorder for IP Office Server Edition should not be installed when loading a Primary or Secondary server Multi site Telephony Features The following telephony features are now supported across multi node IP Office deployments e Network wide Park Unpark slots and park page e Network wide Follow me e Remote Relay on off e Remote hunt group night service USB Install for Linux This new capability provides an alternative to DVDs for installing and upgrading IPO for Linux systems Product Description 2013 AVAYA All rights reserved Page 18 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Installation of Server Edition on a virtual machine IP Office release 9 0 introduces a virtualized version of IP Office This software allows IP Office to co reside on customer provided hardware and VMware software alongside other customer applications instead of needing dedicated hardware This provides customers with a means of better utilizing their computing resources as well as adding flexibility in how they manage their hardware environment and applications The key values of virtualization are e IP Office can co exist on customer provided server hardware and VMware software with other Avaya or 3rd party applications e Efficient use of hardware re
617. ted H 323 and SIP Gatekeeper and Gateway for Converged Communications The IP Office acts as an IP telephony server with Quality of Service QoS support through DiffServ for call routing e SIP Trunking SIP trunking to Internet Telephony Service Providers IP Office allows users with non SIP telephones to make and receive SIP trunk calls Product Description 2013 AVAYA All rights reserved Page 10 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Data Communication Solution Features For offices with basic data networking needs IP Office can provide a complete data communications and networking solution e 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 e Routing Integral Static or Dynamic RIP I II routing for both Internet and Branch to Branch solutions e 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 e DHCP Automatic IP address allocation for local and remotely attached PC s and other devices including IP telephones e LAN Switching The IP Office 500 V2 offers 2 switched Layer 3 Ethernet ports e LDAP Client Support
618. ted for a grace period of 15 days provided the system is not restarted e Other server specific licenses are entered into the configuration of the server requiring the feature and are based on the System Identification of that system License Centralized Server Specific Primary Server Server Edition po ves S o Avaya IP Endpoints nr 3rd Party 1P Endpoints ss a SIP Trunk Channels ee ee IP500 Universal PRI Channels Additional Voicemail Ports ET ES Coo PE Office Worker Product Description 2013 AVAYA All rights reserved Page 437 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Power User Receptionist CTI Link Pro Messaging TTS Pro VM Pro Recordings Administrators IPSec Tunneling Notes e The VM Pro Recordings Administrators license refers to Contact Store Only one license is required for a Server Edition network One Server Edition license is required for the Primary Server the Secondary Server and for each expansion system Linux or IP500 V2 These licenses are entered into the configuration of the Primary Server Note the following e WAV User PRI Channels and IPSec Tunneling can only be allocated to IP500 V2 expansion systems e An external One X Portal server does not require a Server Edition license e When Voicemail Pro is also deployed on the Secondary Server additional voicemail channels must be installed locally on the Secondary Server for the service to work when t
619. ted models provide a more traditional user experience with dual color buttons on either side of the graphical display These are ideal for customers who are migrating from a traditional digital environment and desire to move to IP with minimal change As well as targeting more traditional users the 9608 and 9611G are suited for Everyday users who use voice as an element within their business communications but are not considered power users The 9608 and 9611G models have eight 8 buttons around the display with four 4 on the left and four 4 on the right Users can select to display information in a single column with four rows or in two columns with four rows each depending on their needs In two column mode approximately thirteen characters can be displayed on a line in each column The exact number depends on the language and the characters because the font includes variable width characters Avaya continues to focus on low power and this model is Power over Ethernet Class 1 802 3af The 9608 and 9611G retain the industrial design of the other 9600 Series models Please note that the power requirement and PoE class of the sets varies based on the configuration of connected interfaces such as button modules The 9608 and 9611G telephones are ready for future support of Wideband Audio on IP Office giving a future proof investment path Both models include full duplex hands free support with a speaker and microphone Both sets include support
620. telephone The benefit to the user is that their messages are now accessible while in and out of the office through any telephone The user s email account needs to be configured in IP Office manager to enable TTS functionality 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 Voicemail Pro TTS will use the TTS engine installed with the Microsoft Windows operating system If using Avaya TTS then 22 languages are supported on Windows and 19 are supported on Linux If using 3 party TTS please refer to the vendor documentation for supported languages Avaya TTS is an optional license Where 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 Note More than eight users can use TTS functionality if the Avaya TTS ScanSoft or Avaya TTS Professional license are purchased Avaya TTS will only work on Linux with the TTS Professional license Product Description 2013 AVAYA All rights reserved Page 368 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Networked Messagin
621. tem 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 TUI or Simplified Manager as part of the system configuration Product Description 2013 AVAYA All rights reserved Page 29 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Norstar T Series and M Series telephones The following Norstar telephones are supported on PARTNER Mode T Series Telephones T7316E T7208 T7100 T7000 and the T24KIM not shown M Series Telephones M7324 M7310 and the CAP KLM Button Module 2013 AVAYA All rights reserved Page 30 Issue 27 01 0 Thursday September 26 2013 Product Description IP Office 9 0 PARTNER ACS telephones The following PARTNER ACS telephones are supported on PARTNER Mode e 6 Button Display Telephone e 18 Button Display Telephone e 34 Button Display Telephone up to 4 per system 2 per ETR card Supported but no longer sold new Not Supported e Call Assist 48 CA 48 Adjunct Default Button Features When connected to PARTNER Mode the top row of buttons on the 18D and 34D telephones come pre programmed with the following features Last Number e Conference Drop e Voicemail Access 0 Recall Product Description 2013 AVAYA All rights reserved Page 31 IP Office 9
622. tem Platforms supported IP Office IP500 V2 Not applicable to IP Office for Linux The following will not be supported by the UC Module with the 8 0 Release e Advanced Edition natively on the card since Advanced Edition is Microsoft based Product Description 2013 AVAYA All rights reserved Page 314 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 VB Scripting 3rd Party Database Integration Web Voicemail Web Campaign VRLA Authentication Contact Store can talk to Preferred Edition system running on Linux but manual steps must be taken to properly setup the Linux system with shared folders VPNM Specifications Intel ATOM Processor Z680 1 6GHz CPU 2GB DDR 32 GB SSD Flash memory 380 hours of voicemail storage accounting for logging which will use storage Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 315 Issue 27 01 0 Thursday September 26 2013 Chapter 14 Applications Server Product Description 2013 AVAYA All rights reserved Page 316 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 14 Applications Server The Avaya IP Office Applications Server provides the capabilities required for real time communications applications in a 1U form factor Avaya has engineered and tested the specific server configurations for Avaya IP Office applications solutions ensuring that the IP Office applications perform to Avaya s stringent specifications for
623. ter provides small businesses with a web based contact center measurement tool producing cradle to grave reporting in an easily understandable format with no client software to load e Standards Based IP Office Customer Call Reporter uses standards based applications such as Microsoft SQL 2008 Express and supports all major web browser software to provide small business installers with greater flexibility in deployment e Ease of Use IP Office Customer Call Reporter s real time charts can be customized by the user in the manner that suits their business best with historical reporting templates that allow the business to filter on the type of date they want to see Ordering IP Office Customer Call Reporter Customer Call Reported supports the following maximum configurations for IP Office Product Description 2013 AVAYA All rights reserved Page 399 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e 150 Agents e 30 Supervisors Activation of IP Office Customer Call Reporter is provided with the purchase of the IP Office Advanced Edition the Advanced Edition is a specialized call center bundle which also enables the following e Contact Store for IP Office CSIPO e Voicemail Pro database interaction IVR e Voicemail Pro Visual Basic Scripting e 1 Customer Call Center Supervisor Additional agents and supervisors can be purchased on top of the Advanced Edition The IP Office has a setting in IP Office Manager for d
624. the heart of 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 Voicemail Pro call flows allow far more than just guiding a user to the group or extension they require Call flows allow 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 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 Voicemail Pro 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 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 Voicemail Pro to interact with email systems to provide a synchronization of voicemails and their status new unrea
625. the user can make depends on the phone type in use On Hook Dialing Avaya digital and IP telephones allow 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 telephones that support handsfree the whole conversation can be had without having to lift the handset Product Description 2013 AVAYA All rights reserved Page 260 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Inbound Call Handling IP Office offers several features to provide versatile inbound call processing including PC based applications and a standards based TAPI interface for 3 party applications Incoming Call Routing Incoming calls can to be presented to an Operator who then decides where to pass the call but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria The system currently supports routing based on e Call presentation digits from the exchange such as DDI DID or ISDN MSN e Calling telephone number or Caller ID This could even be part of the number received such as an area code e ISDN sub address e ISDN PRI service type i e Voice Call Data Call etc It is even possible to look for multiple criteria so for instance a DDI DID call to a sales group could be handled differently depending on which part of the c
626. ther IP Office Software Enhancements 911 Enhancements The legacy E911 feature has been replaced with new functionality to handle the routing and notification of Emergency call based on new Location configuration objects e Dial Emergency Call Routing On matching a Dial Emergency short code the system will initially try to find the best matching Locations which contains an ARS to determine which line to use In priority order this will be Location exactly matching Extensions location System location If neither locations resolve an ARS record then the fallback is provided by line group ID and the Dial Emergency short code e Emergency Call System Alarms Emergency Calls is a system event that can be added into the Systems Events configuration Product Description 2013 AVAYA All rights reserved Page 21 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Alarm Filtering Alarm filtering is now available based on severity to complement the current filtering by component Avaya Video RadVision Scopia IP Office R9 0 delivers the following enhancements for video e Support for Data Web sharing via Scopia clients when using Radvision MCU or Video Collaboration Solution for IP Office e Support for Flare client to work as a participant in a multi party videoconference via Radvision MCU including Video Collaboration Solution for IP Office e Support to allow Radvision XT5000 to connect to IP Office as SIP endpoint using Ava
627. tification String DNIS Provides a string of digits to the IP Office depending on the number dialed by the incoming caller This string can then be used to route callers to individual extensions groups or services e Automatic Number Identification ANI Provides IP Office with a number identifying who the caller is This may then be used for routing or computer telephony applications Ti trunk cards incorporate an integral CSU DSU eliminating the need for an external unit The CSU function allows the trunk to be put in loop back mode for testing purposes This can be set manually using the monitor application or automatically from a Central Office sending a Line Loop Back LLB pattern The DSU function allows the T1 trunk to be shared between data and voice services North American Primary Rate Interface Provided by the IP400 PRI T1 and IP500 Universal PRI cards IP Office supports Primary Rate ISDN trunks on 5ESS or DMS100 central office switches provided by AT amp T Sprint WorldCom and other Local Telcos Channels can be pre configured for the supported services or negotiated on a call by call basis Special Services can be configured to route calls to local operators or pre subscribed carriers for both national and international calls SSS Alternate carriers can also be selected through the configuration of IP Offices Transit Network Selection TNS tables IP Office also supports the Calling Name and Number service over Primary Rate
628. timedia communication e Session Initiation Protocol e Audio CODECs o G 711 A Law Mu Law 64k o G 723 1 MP MLQ 6 3K o G 722 e Silence Suppression e Fax Relay IP Office to IP Office Fax Transport over IP e 1 38 Fax support SIP trunks and SIP endpoints e Local End Echo Cancellation 25ms e Out of band DTMF e Jitter buffer 5 frames of jitter buffer e Internet Standards Specification in addition to TCP UDP IP o RFC 1889 RTP RTCP Real Time and Real Time Control Protocol o RFC 2507 2508 2509 Header Compression o RFC 2474 DiffServ Type of Service field configurable o RFC 1990 PPP Fragmentation o RFC 1490 Encapsulation for Frame Relay o RFC 2686 Multiclass Extensions to Multilink PPP o RFC 3261 Session Initiation Protocol SIP o RFC 3489 STUN Product Description 2013 AVAYA All rights reserved Page 288 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 11 Public and Private Voice Networks Product Description 2013 AVAYA All rights reserved Page 289 ey Issue 27 01 0 Thursday September 26 2013 11 Public and Private Voice Networks With Avaya IP Office you can be networked via T1 PRI and BRI ISDN including VoIP on the company WAN Networking maximizes the potential of your business office locations and remote workers building the best possible foundation for your future growth IP Office provides each location with a scalable up to 384 extensions telepho
629. ting to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software unless expressly authorized by Avaya Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Virtualization Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software including open source software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunication
630. tion is selected all user voicemails are forwarded and stored in the Exchange server message store instead of the Voicemail Pro message store Voicemail Pro is able to deliver new voicemails to Exchange formatted as voicemail which enables Exchange to handle them differently from standard emails If used in combination with a mobility solution voicemails can be managed using the visual voicemail user interface of the mobile device e g Blackberry The following diagram illustrates the two possible ways of integrating with either a standard IMAP based email system or with an Exchange Server email system UMS Voice Mail delivery UMS IMAP User Exchange 2007 User Desk Desk Phone Phone wilh vath peT message message Sreceeenn waibng waiting Phone Manager EEO one X Portal for IP Office eee re ru or MP Office DT re Manager one X Portal for IP Office Mobile jaia Phone Dr Pro Blackberry Enterprise Server UMS Web Access u VoiceMail Pro Message Store E Mail Client MS Outlook OL Web Access Both scenarios can exist in parallel on the same system but only one option can be configured for one user A voicemail stored in the Exchange message store can be retrieved by Voicemail Pro and made accessible for all communication devices as shown in the diagram above Earlier versions of Microsoft Exchange Server are supported by using the IMAP integration described above Product Description
631. tion to the next one if a user with an active call roams through a building To make sure that the on air protocol works and that the whole building is covered by the ranges of the DECT R4 Radio Base Stations a site survey is needed to determine the number and placement of the DECT R4 Radio Base stations within the building Avaya offers these site surveys as a service offer by AGS as well as measurement kits for business partners who want to do these site surveys on their own The on air synchronization as well as the access to the phonebook of IP Office is done by a special software master server that can run in parallel to the standard DECT R4 Radio Base Station software on the same hardware In this release of IP Office IPBS2 replaced IPBS1 While they are functionally the same IPBS2 can be used in a mixed configuration with IPBS1 AVAYA mater PAN murs DECT R4 Radio Base Station with internal DECT R4 Radio Base Station with antennas external antennas Each base station has the following features e Two variants of the standard Radio Base Station With Internal antenna and with External Antenna due to regulation in the US only the base station with internal antenna may be used e There are several antennas available for the base station with external antenna Standard Directional Single Directional Dual Omnidirectional e One variant of the Compact Radio Base Station with internal antennas The compact base station ha
632. tion with SIP endpoints Session Initiation Protocol e Rec E 164 2 ITU T Recommendation E 164 The international public telecommunication numbering plan e RFC 2833 7 RTP Payload for DTMF Digits Telephony Tones and Telephony Signals e RFC 3261 8 SIP Session Initiation Protocol e RFC 3263 10 Session Initiation Protocol SIP Locating SIP Servers e RFC 3264 11 An Offer Answer Model with Session Description Protocol SDP e RFC 3323 14 A Privacy Mechanism for the Session Initiation Protocol SIP e RFC 3489 18 STUN Simple Traversal of User Datagram Protocol UDP Through Network Address Translators NATs e RFC 3824 24 Using E 164 numbers with the Session Initiation Protocol SIP RFC 1889 RTP RFC 1890 RTP Audio RFC 4566 SDP e RFC 3265 Event Notification RFC 3515 SIP Refer e RFC 3842 Message Waiting e RFC 3310 Authentification RFC 2976 INFO e RFC 3323 Privacy for SIP PAI and draft ietf sip privacy 04 RPID For codecs supported refer to chapter to VoIP Standards Supported While great care has been taken to be compliant with SIP standards no guarantee can be given that all devices claiming support of SIP will work flawlessly The SIP standard is constantly evolving with new features and methods introduced Also while being standard compliant not all devices implement all options of the standard making it hard to almost impossible to predict if a device will
633. tions This will empower end users to make a choice of the appropriate mode based on their voice data plan as well as availability and quality of the data connection WiFi 3G 4G Flare Experience for IP Office Avaya Flare Experience is Avaya s next generation user interface that establishes a high performance collaboration environment on iPad and Windows IP Office Release 8 1 delivered Flare Experience for IP Office with point to point audio video and IM features With Release 9 0 Flare Experience delivers multi party audio conferencing features that help customers improve their productivity as well as collaborate quickly Instant Message and Presence enhancements Release 9 0 introduces support for XMPP groups which provides the ability to aggregate users into logical groups XMPP groups help both IP Office administrators and the end users in the following ways e Better scaling and reduced network traffic e Group communications for example group chat e Reduces the roster size and provides ease of directory navigation One X Portal and Desktop Integration enhancements IP Office Release 8 0 introduced Desktop Integration such as the Avaya IP Office Plug in for Microsoft Outlook and the Avaya IP Office Plug in for Salesforce com Release 9 0 significantly enhances the Avaya IP Office Plugin for Microsoft Outlook filling in critical gaps that will help users increase their productivity The Avaya IP Office Plugin for Microsoft is enh
634. to Speech facilities to allow emails to be read out over 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 e Speaking clock e Support for TTY hearing impaired text phone e Centralized VoiceMail within a multi site IP Office environment e Networked Messaging with other Avaya voicemail systems and voice messaging systems supporting VPIM like CallPilot e Capacity of up to 40 ports for a single site system 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 Further details on some of the Voicemail Pro functionality listed above are described later in this section Call Flows with Voicemail Pro for Intelligent Call Handling At
635. to use a 3rd party application to support the storage and administration of call recordings Currently the supported application for this is Contact Recorder for IP Office When used manual and or automatic records calls can be routed along with the call details to the Contact Recorder applications database for storage and retrieval when required Messaging Recordings Administrators License IPO R9 CONTACTSTORE ADI LIC 275623 e Networked Messaging License 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 Networked Messaging License IPO LIC NTWKD MSGING RFA LIC DS 273951 Product Description 2013 AVAYA All rights reserved Page 436 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Text to Speech TTS Licenses 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 Three options are supported for TTS operation e Messaging TTS ScanSoft License IPO R9 AVAYA TTS 1 ADI LIC 275621 This license enables the use of Scansoft TTS speech engines The Scansoft TTS engines are delivered on a separate DVD that has to be purchased and installed additionally Supported on
636. tor Reports Scheduler Alarm Ticker All Views B 09 33 Alarm HG1 8 Calls Waiting Product Description 2013 AVAYA All rights reserved Page 402 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 The following statistics can have alarms set against them within the IP Office Customer Call Reporter Available for Warning Alarm Type System Queue Agent Agent Productivity 47 7 7 lt 74 gt 99 Agent State Queue 4 Agent State Queue Time Y gt 99 Agent State System 4 Agent State System Time Y Agents AW y 7y 74 gt 150 Agents Available 4 lt 4 lt mo Agents Call Share 4 Agents Logged On 7 7 gt Z7 lt 50 Agents Present y y 7y Agents Ringing Y 7Y Answered Cals Y 4 4 gt 199 Answered Internal Non Queue 7Y gt 199 OY 4 gt 99 Average Answer NN Y 7 _ 74 4
637. ts of the system are delivered to the desktop The telephones that support handsfree operation are intended for individual use only not for group or conference room operation The telephones listed below are the preferred and premier range of telephones for use on the IP Office These telephones are sold worldwide in every country where IP Office is available The range of telephones consists of both digital and IP phones IP Office worldwide digital telephones IP Office worldwide IP telephones e 1403 Telephone e 1603 IP Telephone e 1408 Telephone e 1608 IP Telephone e 1416 Telephone e 1616 IP Telephone os 9621 1P Telephone 9641 1P Telephone S E In addition to the telephones above IP Office supports a wide range of telephones as listed below Some of these phones however are only available in certain countries and regions Other digital analog telephones Other IP telephones Pid 3740 ECT Re Wireless dent Fr cr Wireless Handset Ft wireless WiFi Phone TTT FFs rggecizon Wireless WIRD Prone ed The following Norstar BCM telephones are fully supported but might require special interface cards modules Some of these phones are not available for new sales or to all channels Norstar BCM Heritage Digital telephones Norstar BCM Heritage IP telephones e M7208 7420 7430 7440 Digital Mobility Handsets 2 4 GHZ e M7310 e 7439 7449 Digital Mobility Handset DECT North America e M7324 e 4135 4145 4145EX Digital Mobili
638. ty Handset DECT EMEA and Hong Kong e CAP 48 buttons Central Answering Position e 4136 4146 4146EX Digital Mobility Handset DECT Australia and NZ e T7406 T7406E BXT cordless Telephone North e 7420 7430 7440 Digital Mobility Handsets America DECT South America Only the Global version of the M7000 Series will be supported on IP Office The Non Global versions also called NA version of the M7000 Series set are not supported Product Description 2013 AVAYA All rights reserved Page 235 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 The Non Global versions were available from the late 1980s to the early 1990s and only sold in North America The Global version was available in all regions including NA as of the Early Mid 1990s until the End of Sale of the M7000 Series sets The Global and Non Global sets can best be identified through their contrast level e Global version 9 Contrast Levels Non Global version 4 Contrast Levels Avaya partners should notify the end customers that the M7000 has reached the End of Life status and hence technical support for them is limited Note All versions of the T7000 Series are supported and there are no minimum firmware or regional requirements for the BST T7000 Series sets The following Norstar BCM Digital mobility components are supported on IP Office but might require special interface cards modules Some of these phones are not available for new sales or to all
639. ugh programmable keys 100 name and number personal directory 20 lockable direct access memories Full handsfree working Headset port Switchable Time Break Recall 100 200 300 600 ms Call timer Alphanumeric keypad Last number redial with 5 memories Product Description 2013 AVAYA All rights reserved Page 231 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Hotel Phone 9281 AV e Removable inlay card for personalized logo printing e Triple standard message waiting light high voltage reverse polarity and voltage drop e 10 non volatile memories e Ringer indicator light e Ringer volume and pitch adjustment e Last number redial and Recall button e Hearing aid compatible e Wall mountable no additional bracket required e ELR TBR switchable e MF Only Product Description 2013 AVAYA All rights reserved Page 232 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Doorphone Entry Systems for IP Office Doorphones offer convenience and security Depending on the needs of the environment door telephones may allow internal users to not only speak with someone who is outside but also to easily allow the visitor entrance to the facility or residence Doorphones can be connected to the Avaya IP Office base unit in a variety of ways providing design flexibility based upon needs All of the IP Office base units include an external output port Connections of doorphone
640. ugust 2003 302 Authorization Codes 253 Auto Connect 311 Auto Connect Time Profile 311 auto attendant offers 370 7 261 262 355 356 357 382 Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 448 Issue 27 01 0 Thursday September 26 2013 Index Auto Attendant Audiotex 382 Auto Create Extensions 270 Automatic Call Distribution 263 Automatic Callback 241 Automatic Intercom 248 Automatic IP 11 Automatic Number Identification 292 automatic manual allow 379 automatic manual recording calls 379 B Back When Free 265 Backlight 185 204 206 backlit 182 233 BACP 310 430 Band DTMF 270 288 Bandwidth Allocation Control Protocol Bandwidth Required For Each 286 Bandwidth Required For Each Voice Call 286 bar 253 352 queue panel displays 342 Base 7 14 97 99 104 113 178 189 233 309 427 430 Base Unit 189 233 309 427 Base Unit Power Supply Adapter 189 BaseT Ethernet 148 149 150 200 202 204 Basic Commands 382 Basic Rate 292 309 B channel 64kbps 430 Bellcore Special Report SR4287 430 Belt Clip 180 181 182 189 bi directional 267 BLF 299 346 347 377 form 257 groups 342 BLF Groups 346 BLF Panel 342 347 Blind Transfer 242 BlindTransfer 352 Book Shop 373 BOOTP 430 Bootstrap Protocol 430 Bothway 311 310 430 bps 286 branch maximizes 290 branches 7 267 290 DEFINITY ACM 302 Branch to Branch 11 Brazilian 357 373 Break Out 265 377 set 246
641. uired to enable this functionality with 4 simultaneous networking channels no channel limit for QSIG Additional channels can then be licensed in increments of 4 A Voice Networking license is still required to enable TDM QSIG even though there is no limit to the number of TDM QSIG calls that can be made or received once licensed Product Description 2013 AVAYA All rights reserved Page 301 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Internetworking with Other Avaya Products IP Office will support the most appropriate way for communication with any other existing PBX s in a customer network whether TDM or IP based Some specific examples are provided below Please refer to the following link to source the most current IP Office application notes http portal avaya com ptlWeb products P0160 ApplicationNotes VoIP networking using H 323 IP Office has been successfully tested to be interoperable over IP trunks with Avaya Communication Manager ACM The protocol supported is H 323 using industry standard compression codecs types G 711A G 711MU G 729A and G 723 1 6K3 The features currently supported are e Desk to desk dialing basic voice call e Calling Connected Party ID number e Calling Connected Name Presentation e Call Hold e Call Transfer IP Office a Communication Manager These features allow for simple networking needs between IP Office remote branches to a DEFINITY ACM at the main sit
642. umber of people Area Up to 10 30 sq meter Up to 10 30 sq meter Up to 10 30 sq meter or 320 sq ft or 320 sq ft or 320 sq ft Number of people with Up to 16 70 sq meter Up to 16 70 sq meter Up to 16 70 sq meter expansion microphones or 750 sq ft or 750 sq ft or 750 sq ft Area Number of people with PA More than 16 More than 16 connection CONNECTION LINE To cell phone and cordless Yes handset To computers for VoIP FEATURES Yes OmniSound 2 0 Yes Sound technology OmniSound 2 0 OmniSound 2 0 Power over Ethernet USB port for computer connection Keypad Yes Yes Yes Display 128x64 pixels 128x64 pixels 128x64 pixels MENU with phonebook Yes Yes Yes language selection call duration etc Date Time SD call recording Yes Phone book Number of user profile Conference guide Line selector with bridging Connection for wireless headset OPTIONAL ACCESSORIES c 5 e Ei 5 lt Expansion Microphones Cables for GSM DECT connection Interface box for PA system connection Product Description 2013 AVAYA All rights reserved Page 136 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 9504 and 9508 Digital Telephones Avaya is continuing driving design innovation by offering two new paperless digital sets in the same design line as the 9600 telephones These telephones are delivering all the core values of the 5400 digital sets while innovating in a
643. unit IP500 IP500 V2 40 e Additional Messaging 2 Ports IPO R9 VM PRO 2 ADI LIC 275671 e Additional Messaging 4 Ports IPO R9 VM PRO 4 ADI LIC 275672 e Additional Messaging 8 Ports IPO R9 VM PRO 8 ADI LIC 275673 e Additional Messaging Pro 16 Ports IPO R9 VM PRO 16 ADI LIC 275674 Advanced Edition The Advanced Edition material code is IPO R9 ADV ED ADI LIC 275617 A Preferred Edition license is a pre requisite for this license An Essential Edition license is also a pre requisite for this license on IP500 V2 systems An Advanced Edition license enables the following features e IP Office Customer Call Reporting CCR including 1 supervisor e Contact Recorder Call Recording Library e Interactive Voice Response IVR with external databases e Visual Basic Scripting e 8 ports of Text to Speech TTS to allow database queries using IVR to be read over the phone for Windows only An Advanced Edition license also enables the following VMPro features Voicemail Pro database interaction IVR e Voicemail Pro Visual Basic Scripting e Voicemail Pro call flow generic TTS 8 ports 11l21 Voicemail Pro call recording to Contact Recorder l3l 1 Only supported on Windows based Voicemail Pro servers 2 Provides up to 8 ports of generic TTS for use with Speak Text actions within Voicemail Pro call flows Not used for user TTS email reading Not supported for Linux based voicemail servers 3 To support Contact Recorder
644. ur programmable feature keys It does not have display buttons soft keys and it does not support headset or Handsfree The T7000 is used primarily in the EMEA not available in North America The T7000 supports the following features e External ringer interface e Message waiting indicator visual ringing lamp e Dial up feature access Button Matrix The T7000 buttons are as follows e Twelve dial pad buttons e Volume control rocker type e Hold button e Release button e Feature button e Four programmable button Product Description 2013 AVAYA All rights reserved Page 220 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 T7100 The T7100 telephone is part of the Business Series Terminals portfolio It has one programmable button and a 1 x 16 character alphanumeric display to provide call progress information There are no display buttons soft keys on the T7100 and it does not support headset or Handsfree T7100 supports the following features e External ringer interface e Message waiting indicator visual ringing lamp e LCD with tilt Display The one line by 16 character display on the T7100 telephone provides call progress information Each character is generated from a matrix of 5 x 7 LCD dots under control of a built in controller chip on the module Button Matrix The T7100 buttons are as follows e Twelve dial pad buttons e Volume control rocker type e Hold button e Release button e F
645. ure Comparison 38A at the end of this section Preferred Edition Essential Edition Voicemail Pro Embedded Voicemail Supported IP Office Systems IP500 V2 IP500 V2 IP500 IP500 Mailboxes IP Office creates mailboxes for each user and hunt group on the system based on channel licenses Message Storage Capacity 1MB per minute up to hard Up to 15 hours disk capacity Maximum Simultaneous Calls Up to 401 IP500 V2 Up to 6 21 IP500 4 Resilience and Backup Yes No Small Community Network SCN Yes No centralized operation Distributed Voicemails in an SCN Yes No Voicemail to email forwarding Yes Yes Unified Messaging UMS Yes No Microsoft Exchange Server 2007 2010 Yes No Integration Centralized operation Yes No Queue Announcements Yes Yes Auto Attendant Yes Yes Call Recording Yes No Intuity Emulation Yes Yes 1 Up to 40 in a single site environment additional ports can be added in a SCN environment by Distributed Voicemail Pro Product Description 2013 AVAYA All rights reserved Page 355 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 2 The first two ports are included in the basic IP Office system price Additional 4 ports sold in pieces of 2 can be purchased and licensed separately IP Office Essential Edition Embedded Voicemail In environments like retail or home office where space noise or cost considerations rule out using a PC for voicemail Embedded Voicemail will be the favored option for an ent
646. ures 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 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 PSTN 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 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 rem
647. uter mode without incurring any remote phone charges Alternatively the new IP Office Video Softphone can be used if the quality of service of the local internet connection is adequate Teleworker includes remote worker capability with the package An Essential Edition license provides four 4 remote worker seats Customers requiring additional seats will need to purchase the Teleworker solution The Teleworker license enables a user to use Avaya one X Portal for IP Office and the Avaya Softphone UMS functionality for voicemail email integration is also enabled providing synchronization with any IMAP e mail client this requires Preferred Edition The license instances are consumed for each user being configured e Teleworker License 1 User IPO R9 TELEWORKER 1 ADI LIC 275665 e Teleworker License 5 Users IPO R9 TELEWORKER 5 ADI LIC 275666 e Teleworker License 20 Users IPO R9 TELEWORKER 20 ADI LIC 275667 Mobile Worker This User Profile is targeted at users with mobile devices For example 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 Mobile Worker license enables the use of the one X Mobile Preferred client in callback mode not in VoIP mode e Mobile Worker License 1 User IPO R9 MOBILE WORKER 1 ADI LIC 275645 e Mobile Worker License 5 Users IPO R9 MOBILE WORKER 5 ADI LIC 2756
648. ver 750 users Expansion Server 500 users Example 2 Primary Server 750 users Secondary Server 750 users 2 x IP500 v2 Expansion Server 250 users each e A single central SoftConsole can only see busy status updates for up to 1680 users Above 1680 users a local SoftConsole can be placed at each node to provide complete coverage e 1100 Series and 1200 Series phones are not supported if the solution exceeds 1000 users e Call handling capacity is reduced from 18000 to 7200 calls per hour BHCC when one X portal users are active One X Portal UC clients must not be deployed concurrently on a system with a busy contact center where total system call rate would exceed 7200 calls per hour Note that the HP DL120 has been replaced with the Dell R210 server Feature Capacity Total Extensions Maximum extension per DL360 Primary Secondary Maximum extensions per Dell R210 Primary Secondary 7 meen era 3 2 Maximum DECT R4 Extensions per device Maximum Remote Worker Extensions HP DL360 Maximum Remote Worker Extensions HP Dell R210 50 50 84 56 128 Product Description 2013 AVAYA All rights reserved Page 88 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Feature Capacity Ha N O Maximum Remote Worker Extensions IP500 V2 Maximum additional button module buttons per system Linux 2048 Maximum additional button module buttons per system IP500 V2 1024 we ao ee RE nee n
649. voice mailbox support for all extensions 10 57 without requiring the physical hardware to be present Extensions without hardware are called phantom extensions e Note Ports 7 and 8 of an ETR 6 module can be used for phantom extensions even though you cannot plug a phone into them o Calls to a phantom extension go directly to voice mail e DTMF breakout service can be used to transfer the call o Phantom voice mailboxes e Default like a normal mailbox e Can be accessed remotely if the remote access feature of the mailbox is enabled e Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager VMS Cover Allows you to turn VMS Cover on and off routing unanswered intercom and transferred calls for users extensions to the Call Answer Service of the voice messaging system after the specified number of rings VMS Cover Ring Interval Allows you to define the number of times a call rings before it is sent to a user s voice mailbox VMS Hunt Delay Allows you to determine when outside calls should be answered by the Automated Attendant of the voice messaging system You can set the system for any number of rings 0 6 Assigning more rings gives the operator an opportunity to answer calls before they go to the Automated Attendant VMS Hunt Delay is programmable on a per line basis In addition you can program this feature so that calls can be handled one way during the day and a different way when th
650. voicemail messages to email systems via SMTP Voicemail Pro client a graphical user interface for programming and configuring applications both locally and remotely Data base access via Interactive Voice Response IVR for individual business requirements Audiotex and Auto Attendant services including dial by name Sophisticated queue announcement facilities Access and control of voicemail via the digital or IP phone display Visual Voice 22 supported prompt languages Chinese Mandarin Danish Dutch English UK English US Finnish French France French Canadian German Greek Hungarian 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 Automatic and on demand call recording with an option for Contact Recorder search and replay of saved messages Tampering Detection Verified Call Recording Voice forms questionnaire mailboxes Campaign Manager Personal distribution lists Tag information retrieved from a database to a call and delivers it with the call to an agent Product Description 2013 AVAYA All rights reserved Page 358 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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
651. ware application to be accessed by multiple users License types Designated System s License DS End User may install and use each copy of the Software only on a number of Designated Processors up to the number indicated in the order Avaya may require the Designated Processor s to be identified in the order by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software Units may be linked to a specific identified Server Database License DL End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicates with no more than a single instance of the same database CPU License CP End Us
652. wer incoming calls transfer customers to other extensions and monitor several bridged appearances throughout the day This is the ideal solution for receptionists executive assistants Contact Center Agents as well as Knowledge workers that need quick access to partner and team features lw ffice Communication Manager 9650 L 1 Il 26500 CU O Y Common Features Display Housing e 9 line 3 8 inch backlight graphical display with 320 x 240 pixels 9650 grayscale 9650C color e Flip stand dual position Fixed Buttons 10 plus Four way navigation cluster button e Volume up down separate volume levels for the handset speaker and ringer Mute button LED Speaker button LED Headset button LED e Avaya Menu button browser options and settings access Telephony application button to return to main telephone screen e Contacts button Call log button LED quick access voicemail Message button with LED and corner message indicator Programmable Contextual buttons 15 e Four contextual softkey buttons Context sensitive allocation of e g Hold Transfer Conference and more e 3 self labeled Appearance Feature buttons with LED for access to 24 administered Appearances Features at the side of the display e 8 Additional self labeled Appearance Feature buttons with LED with direct access to 2 x 8 Appearances Features Key Labels Icons and text used on fixed feature keys Features Menu Mobile c
653. wide For further details about IP Office On Site Mobility solutions please refer to the chapter Telephones 113 of this document Twinning 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 The following types of calls are eligible for twinning Internal Mobile Twinning external Twinning Any internal call on a Call Appearance button Internal or external calls transferred to the extension Direct Dial calls to that extension Hunt group calls Calls forwarded from another extension Line Appearance calls configurable Bridged Appearance calls configurable Coverage calls configurable Automatic Intercom calls Returning transferred held or park calls Any internal call on a Call Appearance button NN Internal or external calls transferred to the extension YY Direct Dial calls to that extension NN 7 7 Hunt group calis NN S i Calls forwarded from another extension Y Line Appearance calls configurable Bridged Appearance calls configurable X Coverage calls configurable 7 X Automatic Intercom calls 7 X Returning transferred held or park calls 4 4 Product Description 2013 AVAYA A
654. with the IP Office as no core processing runs on this server To facilitate completion of necessary GRT registration the Web Control contains the material code for quick reference e Telephone inventory information is required since optional telephone APR coverage is not available in the inventory file that is automatically extracted e To ensure the most accurate inventory file the system should be fully configured before starting the registration process in GRT e The auto extracted inventory file utilizes a best match approach to identify the corresponding hardware material code GRT provides users an opportunity to review and make adjustments to the final installed base inventory record in situations where the best match does not accurately reflect the actual site installation configuration e After completing the initial on boarding process the extracted inventory file can be generated again in the future to capture any changes to the system configuration This can be useful for ongoing service or troubleshooting Always refer to the IP Office Support Services offer description and process training materials for the most current details of these and other process requirements required for maintenance coverage Product Description 2013 AVAYA All rights reserved Page 425 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Chapter 24 Technical Specifications Product Description 2013 AVAYA All rights reserved
655. with the PARTNER ACS system Norstar Mode provides the bulk of the feature set that the PARTNER ACS R8 supported plus integrates enhanced features from the IP Office Essential Edition platform such as Mobile Twinning Visual Voicemail 64 party Conferencing SIP Trunking Full PRI T1 and more Norstar Mode provides the same 2 digit extension numbering plan as PARTNER ACS default and now supports a 3 digit flexible numbering plan extensions 100 599 Norstar Mode supports all T Series and M Series Nortel telephones the 1400 Series digital telephones the 7406E and digital Mobility Wireless products as well as most analog devices fax wireless headsets analog telephones The original MLS Series telephones and older wireless telephones are not supported Norstar Mode also supports a new line of Avaya 9500 Series digital telephones Norstar Mode includes Embedded Voicemail providing a 2 port Automated Attendant upgradeable to 6 ports and voice mail coverage activated for all telephones Embedded Voicemail offers a variable number of hours of storage e 2 ports 15 hours of storage e 4 ports 20 hours of storage e 6 ports 25 hours of storage System Capacities Norstar Mode supports larger telephone and trunk capacity as follows may not be attained simultaneously e 100 Telephones e 64 Trunks e Up to 100 digital e Up to 32 analog CO lines telephones e Up to 12 BRI channels e Up to 100 analog telephones e 1
656. with the rest of the system e Users with security access rights can control the application preferences user preferences and password reset for other service users Web Manager for Basic Edition The following menus are available in the IP Office Web Manager for Basic Edition Home The homepage or dashboard lets the administrator see a full system view in a graphical way e The logical view of the system displays port status LED lights Mouse over the LED to display 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 e A critical message bar displays any critical alarms Upon clicking on the message the administrator will be taken directly to the relevant configuration page for any debugging e Three system status indicators display the installed HW System information and configured features e Four feature information tabs display detailed configuration status on voicemail hunt group users and auto attendant User The user configuration is extracted and available as a separate tab item because it s one of the most used features during initial system configuration as well as for adds moves and changes There are two levels of user settings Basic and Advanced The basic user screens let the administrator configure the basic parameters associated with the users including name extension language twinned number and more The IP
657. wo 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 system s routing tables Product Description 2013 AVAYA All rights reserved Page 308 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 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 IP500 V2 has two independent DHCP servers each one dedicated to Layer 3 switched LANs Leased Line Support IP Office is capable of connecting to leased line services IP Office WAN services are supported over E1 T1 PRI trunks and BRI trunks E1 T1 trunks can be configured to operate in a fractional mode for point to multi point applications i e a single 2M interface could be treated
658. work Avaya will only confirm functionality of devices that we have tested and will publish a list of devices that have been tested including if required implementation details and software version used on that device At the time of writing the following devices have been tested successfully for Audio and or Fax transmission Polycom Soundpoint IP 320 IP 601 Avaya 1100 Series 1200 Series Avaya B179 conference phone SIP clients on mobile cell Nokia S60 v3 SIP client e g Nokia E61i mobile cell phone telephones MAC and Windows versions SIP Analog Terminal Adapters Quick Edition A10 ATA Patton single line M ATA Innovaphone IP22 IP24 IP28 SIP PC based softphones CounterPath eyebeam xlite Softphone IP Office Video Softphone Using advanced SIP features Does not require a SIP station license but works as part of the user package Video enabled devices Avaya 1010 Video Avaya 1040 Video with 4 party MCU Polycom VVX 1500 Product Description 2013 AVAYA All rights reserved Page 276 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 A list will be provided in the IP Office knowledge base and on http support avaya com Supported functionality for SIP communication in IP Office IP Office 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 In
659. y between 2pm and 5pm using PIN code 1234 for a sales call etc If multiple conference calls are scheduled users can select which one they want to attend via a simple menu Should users encounter any issues calls can be automatically routed to the operator for assistance For additional security if Caller ID information is provided by the network Voicemail Pro can make CallerID checks before allowing calls into a conference Product Description 2013 AVAYA All rights reserved Page 395 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP Office Conferencing Capacity IP Office provides a flexible conferencing solution with 128 conferencing channels on the IP500 and IP500 V2 allowing multiple conferences of any size from 3 to 64 parties This means that several conferences of different sizes can all run at the same time if the total calls do not exceed the systems conference resources So the system will support 42 x 3 party conferences 2 x 64 party conferences or any combination in between IP Office does not impose limits on the mix of internal and external calls in conference but if all internal participants disconnect from the conference bridge the external participants can be disconnected automatically by the system for added security configurable system setting Notes 1 Analog Trunk Restriction In conferences that include external analog line calls a maximum of two analog line calls are allowed per conference
660. ya 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 SIP Components SIP Endpoints User Agents User agents UAs are applications in SIP endpoints such as a SIP phone cell phone PDA or workstation that interface between the user and the SIP network SIP Servers IP Office has implemented the required functionality 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 servers 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 commu
661. ya IP license removing the need for 3rd party license for this device This support includes Video Collaboration Solution for IPO Call Admission Control Call Admission Control CAC allows improved management of VoIP calls to match the network bandwidth available By controlling the number of allowed calls from and to specific locations the quality of VoIP for a given network deployment can be more deterministic IP Office Customer Call Reporter CCR The IP Office Customer Call Reporter CCR is a call center reporting application for use with Avaya IP Office systems focused on the SME market not supported on Server Edition CCR can report on both individual call center agents and on the queues hunt groups of which those agents are members CCR is accessed through a web browser using a name and password to login Those login details determine whether the CCR web client runs in agent supervisor administrator or wallboard mode Park and Page Enhancements IP Office release 9 0 delivers three key enhancements to IP Office Park and Page feature e Provides a simplified option to Park and Unpark calls This feature enables a call to be answered by reception parked page sent far end dials 101 to UnPark and answer call e Provides an option to configure auto attendant Park and Page action automation where no administrator operator or customer action is necessary e The park and page feature operates in a multi system environment Al
662. yed with active appearances for easier call handling The display is backlit for easier viewing in all lighting conditions The newly introduced 1616 I is functionally equal to the 1616 but features a higher quality graphical display with white backlight identical to the display of the digital 1416 telephone Common Features e Display Housing o Backlit display 4 rows by 24 characters with adjustable display angle Green backlight for 1616 white backlight for 1616 I 1416 o Dual position flip stand e Fixed Buttons 15 plus Four way navigation cluster button o Volume up down separate volume levels for the handset speaker and ringer Mute button Speaker button Headset button o Avaya Menu button options and settings access Telephony application button to return to main telephone screen o Hold button Conference button Transfer button Drop button o Contacts button Call log button Redial button Quick access voicemail Message button Product Description 2013 AVAYA All rights reserved Page 145 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 e Programmable Contextual buttons 19 o 16 line appearance feature key buttons with dual LEDs red green and paper labels Printing tool available Note For typical installs the first 3 buttons are reserved for standard call appearances a minimum of 2 call appearance buttons is needed for standard operation o Three contextual softkey buttons e K
663. ylight savings time Automatic Extension Privacy Prevents other extensions with access to the same line from joining a call Use this feature for extensions connected to a modem fax or any device whose function can be disrupted by someone trying to join it Automatic Line Selection Specifies the order in which the system selects an available line intercom or outside when a user at the extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button For extensions with analog telephones set Automatic Line Selection to intercom first This enables analog telephones to access system features including intercom calling When users lift the handsets on analog telephones they hear intercom dial tone To access an outside line they must dial 9 Product Description 2013 AVAYA All rights reserved Page 68 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 Automatic Voicemail Coverage Use this feature to program a button to turn VMS Cover on and off routing unanswered intercom and transferred calls for a users extension to the Call Answer Service of the voice messaging system after the specified number of rings factory setting is three rings Backup Failure Alarm When an Automatic Backup fails a Backup Failed message is displayed on Extension 10 and 11 Backup Programming Automatic The system does a nightly backup to the system SD card No m
664. ype When fitted with an Analog Trunk card it provides a single power fail port IP500 ETR 6 port Phone Card This card can be fitted with an IP500 trunk card which then uses the additional 4 RJ45 ports for trunk connections A maximum of three of these cards is allowed in the IP500 V2 control units This card e accepts one IP500 trunk card of any type When fitted with an Analog Trunk card it provides a single power fail port e works in IP500 V2 only e is only supported by the IP Office Basic Edition PARTNER Mode 245 Product Description 2013 AVAYA All rights reserved Page 101 IP Office 9 0 Issue 27 01 0 Thursday September 26 2013 IP500 Combination Card with 4 Analog Trunks This card works in the IP500 V2 only and provides e 4 Analog trunk ports e 2 Analog extension ports for the connection of analog telephones e 6 Digital Station DS ports for the connection of Avaya digital telephones e 10 VCM channels to support IP telephones or voice networking This card already includes an IP500 trunk card therefore no additional trunk card is possible It provides a single power fail port port 8 A maximum of two of these cards is allowed in the control unit IP500 Combination Card with 2 BRI trunks This card works in the IP500 V2 only and provides e 2 BRI trunk ports 4 channels e 2 Analog extension ports for the connection of analog telephones e 6 Digital Station DS ports for the connection of Av
665. ystem extension number e G represents a single digit group number e LL represents a system line number Intercom Dial Feature Code Tox Can Pickup O iese Group Pickup SCS Group Hunting Ring Group Hunting Voice Signal I8LL Direct Line Pickup Idle Line 1 7G O o Group Calling Page Intercom Dial Tone Use this feature to determine the type of dial tone that the system provides at an extension It may be necessary to change this setting to Machine outside line dial tone for an auto dialing device such as a fax or modem that has trouble making calls For example if you have a modem that checks for outside line dial tone before dialing use this procedure to change from Regular to Machine dial tone Intercom Manual Dialing Users can make an internal call to another extension by ringing it dialing its extension number or voice signaling the extension by prefixing the extension number with a Line Coverage Extension Use this feature to identify an extension as the owner of a specific outside line so the extension can activate Call Coverage or VMS Cover for that line Product Description IP Office 9 0 2013 AVAYA All rights reserved Page 46 Issue 27 01 0 Thursday September 26 2013 Line Ringing Options This feature specifies the options Immediate Ring Delayed Ring or No Ring for incoming calls on a line appearance programmed on the extension Lo

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