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1 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Delivering Intelligent Communications to Small Businesses.

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2 1 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Delivering Intelligent Communications to Small Businesses

3 2 © 2007 Avaya Inc. All rights reserved. Main Menu Introduction to IP Office IP Office Platform Models IP Office as a Voice Platform IP Office as a Messaging Solution IP Office as a Conferencing Solution IP Office Productivity Applications –Including Unified Communications IP Office Voice Networking IP Office as a Contact Center Platform IP Office Management & Administration

4 3 © 2007 Avaya Inc. All rights reserved. Introduction to IP Office

5 4 © 2007 Avaya Inc. All rights reserved. Agenda Avaya IP Office – a proven solution Benefits of Convergence IP Office - family overview IP Office - platform overview Ease of Management SIP for the Small Business Partnerships for the Small Business Summary

6 5 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Serves Small Business Successfully A Proven Solution with Market Momentum 130,000 Systems shipped Millions of customers served worldwide Across all types of businesses 130,000 Systems shipped Millions of customers served worldwide Across all types of businesses Twelve months ago, we were failing to answer any calls in less than 30 seconds. Now, 89% are handled in this time. Back in 2004, only 10% of all calls were even answered at all, now, we are unlucky if we lose even 1% of calls. Toby Selix, CIO, Blood Diagnostics, Inc.

7 6 © 2007 Avaya Inc. All rights reserved. Major Vendor Positions through Calendar 2007 in Worldwide Business Communications Segments PctPositionPctPositionPctPositionPctPositionPctPosition Period Metric Telephony Enterprise Telephony [1] Revenues2007#120%#57%#410%#311%#216% Lines2007#211%#58%#310%#113%#410% IP Telephony [2] Revenues2007#124%#410%#224%#314%#59% Converged Telephony [2] Lines2007#220%#410%#122%#316%#59% Revenues2007#137%#316%#72%#216%#414% Applications* Contact Centers [3] Agents2006#140%#74%#48%#213%#93% Enterprise Messaging [5] Revenues2006#126%#65%#314%#224%N/A Unified Messaging [6] Revenues2006#125%N/A #319%#222%#57% Audio Conferencing [4] Revenues2006#130%N/A #222%NA Services WW CPE Maintenance** [7] Revenues2006#36%#112%N/A #53% Sources: [1] DellOro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007; [4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007 Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such ** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions Synergy Research has revised Siemens current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP Telephony market share for all other vendors. Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartners website, Leader

8 7 © 2007 Avaya Inc. All rights reserved. Growth through Acquisition and Partnership VPNet Technologies Cyber IQ Systems Quintus Corporation Vista Information Technologies Expanets Tata Telecom Spectel Tenovis Route Science Nimcat Networks Traverse Networks 2007

9 8 © 2007 Avaya Inc. All rights reserved. Award-Winning Avaya IP Office Best In Test, April 2004 Ranked Avayas SMB IP-PBX #1 overall February 2004 Presented Avaya with 2003 Market Leadership Award for Total Asia Pacific iCRM January 2004 "CRM Excellence" Award

10 9 © 2007 Avaya Inc. All rights reserved. What Is IP Office? IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling you to … Reduce costs Reduce travel, consolidate billing, retain labor poll and more Increase Productivity Work from anywhere and be more responsive Improve Customer Service Provide callers with valuable information and access to information

11 10 © 2007 Avaya Inc. All rights reserved. Benefits of IP Telephony & Convergence IP offers new ways of working: –Integrating the phone into business systems –Home-workers, remote work staff –Virtual enterprise Reduced costs of ownership: –Single cabling infrastructure for voice & data –Single point of administration & remote maintenance via LAN, WAN or RAS –Multiple single-skilled support personnel replaced by single multi-skilled voice/data staff –Reduced moves/adds/changes via dynamic IP addressing Optimisation of ISDN & WAN leased lines: –One link to public network saves rental costs –Dynamic bandwidth allocation for voice & data –Reduced costs via VoIP – voice travels free on the data link

12 11 © 2007 Avaya Inc. All rights reserved. The Easy Way… The Hard Way… How Can You Take Advantage of Convergence? DHCP Server H.323 Gatekeeper Router Firewall Remote Access Server Data Hub PBX H.323 Gateway H.323 Gatekeeper Data Hub / Switch WAN edge device Remote Access Server DHCP Server Firewall Router Internet Access Single solution to purchase & install Single management interface Single maintenance contract Internet Data Network Public Voice Network

13 12 © 2007 Avaya Inc. All rights reserved. The IP Office Family IP Office 412 Up to 360 extensions, 4 T1s, Analog Trunks and SIP Trunks IP Office 500 Up to 272 extensions, 8 T1s, Analog Trunks, and SIP Trunks

14 13 © 2007 Avaya Inc. All rights reserved. IP Office: A Solutions Platform Core Software Key/Hybrid/PBX Extensions Internet Access Router ISDN & Analog Trunks LAN and Hub Switch Remote Access Server Firewall H.323 Gateway & Gatekeeper Internet Access Router VPN Support Applications Unified Communications Auto Attendant Voice Messaging Unified Messaging Operator Positions Contact Center Customer Management Conferencing Call Recording Call Accounting Text-to-Speech IP Telephony Computer Telephony IVR

15 14 © 2007 Avaya Inc. All rights reserved. IP Office: An Applications Platform SoftConsole Voic Pro Manager Queue Manager Conferencing System Status Compact Contact Center Unified Messaging Phone Manager

16 15 © 2007 Avaya Inc. All rights reserved. IP Office: A Voice Communications Solution Full telephony functionality Functions as a key system or IP PBX BRI, PRI, Analog, E1/T1, and SIP 2 to 360 extensions Analog, digital, IP and wireless telephones for on-site and remote staff Voic Pro & Automated Attendant Hunt groups and automatic call distribution (ACD) Alternate call routing Standards-based networking Conference bridge--up to 64 parties simultaneously in many combinations ISDN Analog E1/T1 SIP

17 16 © 2007 Avaya Inc. All rights reserved. Application Product Tours Selected from the Help menu in the application As mouse moves over regions on screen, explanations appear – similar to Tool Tips Tours available for –Phone Manager –SoftConsole –Voic Pro –Conferencing –Customer Management –Call Recording –Manager

18 17 © 2007 Avaya Inc. All rights reserved. IP Office Management & Administration Ease of use: Single Management interface for PBX, voic and data routing Intuitive Windows-based console On-line Tutorial Documentation Designed to minimize skill-set required reducing administration costs Centralized Management: One console can manage multiple sites Off-line & remote programming (LAN, WAN or via analog modem) Proactive SNMP polling for remote administration Forced back-up for disaster recovery Automated software recovery Audit Trail Password protected & User defined rights Remote feature activation

19 18 © 2007 Avaya Inc. All rights reserved. Reduce Calling Costs and Risk For Small Business Free site to site calls within a network - on net Number portability and virtual numbers – –Move premises and still appear local! No need for SIP phone as IP Office acts as a SIP gateway –works with all digital, IP and analog telephones Half the Price* 24-channel T1: ~$600-$ SIP Trunks: ~$350 Half the Price* 24-channel T1: ~$600-$ SIP Trunks: ~$350 SIP Provider T1/E1/ ISDN Provider Analog Provider IP DECT IP phone Digital phone Analog phone Based on US Dollars

20 19 © 2007 Avaya Inc. All rights reserved. Summit X450e-24p/48p SMB POE Performance Offer SMB POE Value Offer SMB LAN Value Offer Summit Summit /48 Extreme Networks Summit Solution Offers WAN 10/100 Ethernet switch 24 & 48 port variants No PoE Convergence grade hardware UniStack stacking for management simplicity 10/100 Ethernet switch 24 port variant only Full PoE on every port Based on Standard Extreme O/S Unified Access connectivity for integrated wired/wireless & IP telephony UniStack stacking 10/100/1000 Ethernet switch 24 & 48 port variants Full PoE on every port Based on Advanced Extreme O/S Advanced traffic management with resiliency, comprehensive security Stacking

21 20 © 2007 Avaya Inc. All rights reserved. And it has lots of added value: Networking transparency Audio Control Conferencing Remote worker solutions CTI & ISV Developers Program IP Telephony VoIP Gateway & Gatekeeper VPN support Desktop Communications Solutions Robust Messaging Conditions-based Auto Attendant Unified Messaging Personal Numbering Contact Center Data Hub WAN edge device Remote Access Server DHCP Server Firewall Router Internet access RIP-2 protocol support IP Office Summary Its a simple solution for any Small Business: –PBX, Key system, Internet access, voic ISP ISDN dial-up, Leased-line or xDSL Internet Access Network Server Remote Office Router Remote Office WAN Internet Analog Modem ISDN TA ISDN Router Mobile Phone Remote Access Server ISN, T1 GSM, TDMA CDMA Back to Main Menu

22 21 © 2007 Avaya Inc. All rights reserved. IP Office Platform Models

23 22 © 2007 Avaya Inc. All rights reserved. Agenda IP Office 412 details IP Office 500 details Optional Hardware

24 23 © 2007 Avaya Inc. All rights reserved. IP Office 412 Detailed Technical Information External relay driver output Internal/External Music-On-Hold Hardware-based data compression Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec Remote Access Server Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules) Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc. Conference bridge (Up to 2 x 64 parties) 2 independent 10/100Mbps LAN ports (Layer 3) for Firewall separation 100 data channels Integrated serial WAN port Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)

25 24 © 2007 Avaya Inc. All rights reserved. IP Office 500 Detailed Technical Information External relay driver output Internal/External Music-On-Hold (supports 4 sources; 3 internal/1 external) Hardware-based and Software-based data compression Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec Remote Access Server Up to 272 combined analog, digital and IP endpoint support (8 expansion modules) Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc. 2 x 10/100Mbps LAN Switch ports (Layer 3) 48 data channels Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)

26 25 © 2007 Avaya Inc. All rights reserved. Ideal for Small Businesses Makes Both Capacity and Functionality Upgrades Easy Compact Flash (Embedded Messaging, Music On Hold) Up to 8 expansion modules LAN/WAN (Ethernet) Smart Card for feature key External Relay control External Music on Hold Universal slot interface (4)

27 26 © 2007 Avaya Inc. All rights reserved. Avaya IP Office 500 How Would You Like Yours? *Not available in North America TAKE A LOOK UNDER THE HOOD Range of interface modules: –Base cards 8 Port Digital Station 2 Port Phone Station 8 Port Phone Station 32 Channel VCM Module 64 Channel VCM Module Variety of Trunk Daughter cards Fit securely on top of a base card in the same slot Saves valuable real estate & cost –4 Port Analog Trunk Module –2 or 4 Port BRI* (4 or 8 channels) Secure Smartcard for operation and Licensing

28 27 © 2007 Avaya Inc. All rights reserved. Avaya IP Office 500 Start With What You Need… And easily add as you grow A range of expansion modules to add capacity as your business grows –Digital handsets, analog devices (faxes, modems etc), analog trunks

29 28 © 2007 Avaya Inc. All rights reserved. IP Office 500 – System Capacities Control unit Extension Capacity32 Digital Station (DS) Ports24 Analog Phone (PHONE) Ports32 System Extension Capacity272 Digital Phones only264 Analog Phones only272 IP Phones only272 Max IP500 Trunk Capacity264 Analog trunks (control unit / maximum)16 / 144 BRI trunks32 T1/E1 trunks192/240 SIP trunks128 Maximum voice compression channels128 Messaging & Conferencing capacity Embedded Voic 4 Voic Pro30 Conferencing64

30 29 © 2007 Avaya Inc. All rights reserved. IP Office Expansion Modules Detailed Information Available in North America only IP Office 412: up to 12 expansion modules IP Office 500: up to 8 expansion modules IP Office 412: up to 12 expansion modules IP Office 500: up to 8 expansion modules Analog Trunks 16 Loop/Ground Start (Ground Start available in US only) (includes 2 power fail circuits) Digital Station (DS) Avaya 2400 / 4400* / 5400 / 6400 series phones Analog Terminals Analog terminals / Fax / Modem Interfaces So8 ISDN terminals / Group 4 fax / Video WAN 3 3 WAN ports X.21 / V.35 / V.24 Note: WAN-3 does NOT use an expansion slot Back to Main Menu

31 30 © 2007 Avaya Inc. All rights reserved. IP Office as a Voice Platform Look More Professional Integrate Applications

32 31 © 2007 Avaya Inc. All rights reserved. Agenda Intelligent voice communication solution IP telephony State-of-the-art telephones –Desktop –Wireless

33 32 © 2007 Avaya Inc. All rights reserved. Its a Voice Communication Solution Full telephony functionality Functions as a key system or IP PBX PRI/T1/EI, BRI, analog trunks and SIP 2 to 360 extensions Analog, digital, IP and wireless endpoint support Unified Communications –Twinning between desk phone and external device (i.e. mobile phone) with call control –Graphical User interface for making & receiving calls on mobile device through IP Office Voice Messaging options including Voic to , Reading, Fax Messaging Built in hunt group and automatic call distribution (ACD) Alternate call routing Standard based networking (VoIP & QSIG) Robust IP Office Networking Conference bridge up to 64 parties simultaneously in many combinations Digital Terminal ISDN Analog IP SIP IP Terminal Wireless Terminal Analog T1/EI BRI SIP

34 33 © 2007 Avaya Inc. All rights reserved. IP Telephony – LAN & WAN Avaya IP Office offers: –Integral H.323 Gatekeeper –Integral H.323 Gateway Avaya IP Office supports DiffServ to enable QoS over the WAN LAN Switch can set 802.1p on IP Office LAN ports Simplifies the deployment of new convergence technology IP Office is also compatible with industry standard layer 2/3 switches Also complementary to Avaya Secure Gateways for security IP Phones Avaya IP Office + LAN Switch IP Phones IP Public or Private Network Avaya IP Office + LAN Switch

35 34 © 2007 Avaya Inc. All rights reserved. Telephones At-A-Glance * Regional availability Avaya IP Office - Analog Telephone support Analog Telephones and Fax machines (industry standard) InterQuartz* Analog phones Avaya IP Office - Digital Telephone support Avaya 2400, 4400*, 5400, 6400 and T3* series Digital Telephones Avaya IP Office – IP Telephone Support Avaya 4600, 5600, and T3* series IP Telephones VPN Phones for remote workers Avaya IP Office – Screen phones Supports Phone Manager PC Softphone Avaya IP Office - ISDN Extension support Support for up to 8 BRI loops for video-conference, Group 4 fax or ISDN terminals Avaya IP Office – Wireless/DECT Telephone support Avaya 3616, 3641, and 3645 Wireless Telephones Avaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711* Avaya 3810*

36 35 © 2007 Avaya Inc. All rights reserved. I just walk up to a phone in a lobby, store or common area, and require a simple experience. Walk Up Everyday I work with a number of communications alternatives, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks. Receptionist/ Assistant I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people. Executive I am constantly on the phone, often handling multiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me. Choice of Telephones Based on user profile research – designed by and for users Examples: Sales Executive, Banker, Lawyer, Project leader Examples: Customer, VisitorExamples: Engineer, Accountant Examples: Executive Assistant, Receptionist

37 36 © 2007 Avaya Inc. All rights reserved. I just walk up to a phone in a lobby, store or common area, and require a simple experience. Walk Up Profile Examples: Customer, Visitor Ideal for common areas as well as everyday users –Lobby, break rooms, warehouse, drop-in cubicles Display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, and more! Hearing aid compatible Wall mountable Ideal for use with Phone Manager for very basic Everyday profile * Regional availability Telephone models include: T3 Compact*

38 37 © 2007 Avaya Inc. All rights reserved. Everyday Profile I work with a number of communication devices, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks. Examples: Engineer, Accountant For the casual telephone user with basic telephony needs –Office clerk, sales person, for small office or cubicle, retail location Larger display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, Hearing aid compatible and more! Two-way speakerphone Speed Dial and Call Log Headset support Wall mountable Telephone models include: T3 Classic* * Regional availability

39 38 © 2007 Avaya Inc. All rights reserved. Ideal for the executive user with high calling volumes Largest display, including backlit models for improved contrast Color display model available Additional programmable buttons, greater number of speed dials and call log entries IP phones web browser capable Executive Profile I am constantly on the phone, often handling multiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me. Examples: Sales Executive, Banker, Lawyer, Project leader Telephone models include: T3 Comfort* * Regional availability

40 39 © 2007 Avaya Inc. All rights reserved. Receptionist/ Assistant Profile I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people. Examples: Executive Assistant, Receptionist Designed for receptionists, executive assistant or department manager Largest display, including backlit options for improved contrast Color display model available Easy one touch access to many capabilities for efficient call handling Expansion Module support for quick, at-a-glance status information Headset support Telephone models include: 2420 with EU with EU with EU24 BL 4625 with EU24 BL 5621 with EU24 BL T3 Comfort with DSS* * Regional availability

41 40 © 2007 Avaya Inc. All rights reserved. Investment Protection 2400, 4400, 4600, 6400, and T3 Series All the features you need for efficient communications 2400, 6400, & 4600 Series compatible with –Avaya Communication Manager –MultiVantage systems 4400 Series are compatible with MERLIN MAGIX® systems T3 Series are compatible with Integral Digital Telephone 4406D+ Digital Telephone 6424D+M Digital Telephone 4620 IP Telephone EU24: Expansion module for 2420 & 4620

42 41 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Wireless / WiFi / DECT Options Wireless Hardphone Options Avaya 3616, 3641, and 3645 wireless telephones (global) Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America) Avaya 3810 wireless telephone (US only) The functionality of a deskphone in a wireless handset Multi-line access, Caller ID, Hold, Message waiting notification Keeps you connected all over your premiseswhere even cell phones wont Attach a headset to the handset and enjoy hands-free mobility Avaya Wireless Softphone Solution Provides functionality of a desktop phone without wires or need for a separate telephone Avaya Wireless IP Deskset Using a D-Link Wi-Fi access point in conjunction with an Avaya IP desk phone Ideal in areas where wiring is difficult (i.e. warehouses)

43 42 © 2007 Avaya Inc. All rights reserved. Avaya one-X Mobile Client for Small Business Make & Receive calls through IP Office 500 and your compatible mobile device providing –Call Control –Cost Savings Available with –Symbian Single Mode Version 4.0 –Windows Mobile Version 5.0 –Windows Mobile Version 6.0

44 43 © 2007 Avaya Inc. All rights reserved. Without Avaya one-X Mobile Client = International Mobile Call With Avaya one-X Mobile Client = Local Call IP Call Mobile

45 44 © 2007 Avaya Inc. All rights reserved. Roaming between Offices DECT 3701/ 3711 Phone Ethernet Mobility Management Handover IP DECT RFP Extension Twinning IP DECT with IP Office Illuminated Graphic Display Light Weight (140 gr.) Loudspeaker for hands free Name Directory Redial List Caller List Ringer Melodies Multiple Languages WAN IP

46 45 © 2007 Avaya Inc. All rights reserved. Analog Phone for Hotels InterQuartz Voyager 9281 Designed to meet the needs of the hotel market A modem port for laptop connection 10 non-volatile memories for personalised hotel facility direct dial access, i.e. reception, health centre, garage, room service, etc. –Facilities can be identified by the use of icons printed onto the specially designed paper, which is protected by a see- through plastic overlay –There is also ample space for own branding to help ensure a truly corporate look for the telephone Message Waiting Indication Programmable feature keys QoS enabled A choice of powering methods Compatible with Microsoft NetMeeting ® collaboration software Voyager 9281 Back to Main Menu

47 46 © 2007 Avaya Inc. All rights reserved. IP Office as a Messaging Solution Improve Customer Satisfaction Work From Anywhere

48 47 © 2007 Avaya Inc. All rights reserved. Agenda Messaging options Messaging & Mobility Messaging & Customer Service Message Management –Voic to – reading –Respond to –Fax messaging –Unified Messaging Service Networked Messaging

49 48 © 2007 Avaya Inc. All rights reserved. IP Office Messaging Options Embedded Voic –Available for IP Office 500 system –Voic to presentation, Visual Voice, & more! Voic Lite –PC-based software solution Voic Pro –PC-based scalable messaging solution –Robust Automated Attendant –Built-in Call Recording –Voic to presentation –Provides for advanced applications IVR Text-to-Speech, including reading Unified Messaging Voic Pro Embedded Voic

50 49 © 2007 Avaya Inc. All rights reserved. IP Office Messaging Options Networked Voic Systems –Network Avaya voic systems into a single virtual system Centralized Voic –Utilize a single voic system to service multiple sites –IP Office Small Community Network using Avaya Voic Pro –Mixed IP Office and Communication Manager network using INTUITY AUDIX® or Modular Messaging IP Voic Pro

51 50 © 2007 Avaya Inc. All rights reserved. Embedded Voic 4 ports & 15 hours storage Visual Voice Simple Announcements Sub-menus within Automated Attendant Message Forwarding with Pre-Pending Call-Back Sender (Caller ID required) Fast Forward, Rewind & Skip 3 Voic Reception Destinations (Personal Attendant) Fax Tone Detection & Routing Voic to presentation Embedded Voic

52 51 © 2007 Avaya Inc. All rights reserved. Simplifying Message Handling Visual Voice Context sensitive keys –Guides the user through the voice menus –Minimizes training –Available on all large screen phones

53 52 © 2007 Avaya Inc. All rights reserved. Voic Pro Standard Capabilities Scalable to 30 ports Flexible Multi-level Automated Attendant Personal numbering with remote control Multiple personal greetings Personal distribution lists Sophisticated call queuing –Estimated Time to Answer and Position in Queue –Remote Queuing for distributed groups Multiple language support Cascaded Out Calling Visual Voice

54 53 © 2007 Avaya Inc. All rights reserved. Voic Pro Automated Attendant Offers back-up to human operators during high traffic or out-of-hours Dial by name: Dial the extension/department they require by their name Dial by number: Dial the extension/department they require by their extension number Listen to announcements or informational messages (e.g. opening hours,directions) Easy to set up intuitive Windows interface (import / export)

55 54 © 2007 Avaya Inc. All rights reserved. Voic Pro …Much More Than Voic Avaya IP Office Voic Pro Messaging & Mobility Automated Attendant Unified Messaging - Synchronization of s & voic s Fax Messaging & forwarding Reading - Text To Speech Networked Messaging - Forward voic s to external systems Centralized Voic Customer Service Campaign Manager Call Recording Contact Store - Search & Replay of Recordings Text-to-Speech Interactive Voice Response

56 55 © 2007 Avaya Inc. All rights reserved. Voic Pro Always In Touch With Your Customer Choices of voic notifications (Phone Manager, LED, or SMS) means you never miss important voic wherever you may be synchronization with Unified Messaging Service Voic Pro also offers an INTUITY® user interface for customers who are used to DEFINITY ® Voic supports mailbox control via Phone Manager Choices of voic notifications (Phone Manager, LED, or SMS) means you never miss important voic wherever you may be synchronization with Unified Messaging Service Voic Pro also offers an INTUITY® user interface for customers who are used to DEFINITY ® Voic supports mailbox control via Phone Manager In the Office: LED on your terminal Alert on Phone Manager within Outlook Voic Pro Voic Pro answers the call on no answer Incoming Call alert/message at home SMS alert on your GSM alert/message on the road ISDN

57 56 © 2007 Avaya Inc. All rights reserved. Unified Messaging Service –Synchronization with IMAP4 clients (e.g. Outlook, Outlook Express) –New messages populated in a new Inbox created for the IMAP Client. –Messages are synchronised and will remove the telephone message waiting light when opened ! New Messages Priority Messages Read Messages

58 57 © 2007 Avaya Inc. All rights reserved. Unified Messaging Service Web Browser access to Voice Messages Unified Messaging Service –Specific features available when message selected –Saved messages have disk Icon –Click on the Message to Listen via Phone or Windows Media Player Fax Messaging –External fax server via analog modems or basic rate ISDN –Automatic fax detection and routing –Alternatively fax messaging service hosted by ISP

59 58 © 2007 Avaya Inc. All rights reserved. In the Office: LED on your Phone Alert on Phone Manager within Outlook Enhance Employee Productivity IP Office Voic Pro – Listen To Choice of voic notifications Reply to with voice message Choice of voic notifications Reply to with voice message Network alert/message on the road alert or message at home SMS alert on your GSM Listen To Header Information: Press 0 to listen Press # for next message Press *3 to delete Important messages receive prompt attention Increased employee productivity Increased mobility Key Business Benefits Voic Pro answers the call on no answer NetworkIncoming Call Voic Pro

60 59 © 2007 Avaya Inc. All rights reserved. Networked Messaging Between Voic Pro systems, users can –record & send voic s –listen & forward voic s Also enables message transfer to other Avaya messaging platforms through Avaya Interchange®/S3210/S3400 Avaya IP Office IP Office Voic Pro Server Leaves message for ext Ext Ext IP Office Voic Pro Server Avaya IP Office Easy implementation and integration with existing messaging platforms Improved handling of calls with customers and suppliers Increased employee productivity Key Business Benefits Public or Private Network Back to Main Menu

61 60 © 2007 Avaya Inc. All rights reserved. IP Office as a Conferencing Solution Host Conferences

62 61 © 2007 Avaya Inc. All rights reserved. Agenda IP Office Conferencing Secure audio conference calls Reduce – even eliminate – conference services –Scheduler –Web Client View Chat Vote Whisper

63 62 © 2007 Avaya Inc. All rights reserved. Voic Pro New York Office Sales Director Purchasing Manager London Office IP Office Conferencing No special conferencing equipment required (up to 2 x 64 parties on IP Office 412) Ease of use (simply dial the DID number allocated to parties on the conference bridge) Voic Pro provides PIN code check for security as well as guidance prompts Supplier ISDN T1 / E1 / IP Mobile Worker Home Worker Please enter your PIN code

64 63 © 2007 Avaya Inc. All rights reserved. Easy Call Set-up & Control for Conferences Voic Pro complements conference bridge on IP Office by adding: –Guidance prompts to inform callers (e.g. select a conference from a menu) –PIN codes for security –Option to transfer to the Operator (should the caller encounter difficulties) –Routing calls to conference based on Time & Date –CLI/ANI checking for advanced security –Recording of conference calls for replay or absent participants (as WAV files)

65 64 © 2007 Avaya Inc. All rights reserved. Conferencing Center: Management through Scheduler schedule conferences for a future date and time notifications sent via Audio control for the Host Speak & Listen privileges Listen only Modify privilege during conference Host can push presentation to Participants desktop SoftConsole ability to set up an Ad Hoc Conference pointing and clicking BLF names phoning external delegates Voic Pro Soft Console IP Office Web Browser Web-based Reservations* Confirmation* Voting* Presentation area* Real time conference supervision and control Guidance PIN codes IP Office 412 = 2x64 Party IP Office 500 = 64 Party Conferencing Center Real time conference supervision and control Public/Private TDM/FR/IP Increased employee productivity Improved handling of calls with suppliers and customers Benefits

66 65 © 2007 Avaya Inc. All rights reserved. Host can modify participant status to Listen only or Speak & Listen Web chat & voting communication with conference host Documents viewed after Upload using convenient convert tool

67 66 © 2007 Avaya Inc. All rights reserved. Conferencing Center Web Scheduling and Address Book Easy Conference set up with intuitive Scheduler interface Save Conference Templates to reduce time when booking recurrent conferences Local address book –Internal contacts –External Contacts (external users on IP Office system directory) –My Contacts (personal contacts for regular used participants) Back to Main Menu

68 67 © 2007 Avaya Inc. All rights reserved. IP Office Productivity Applications Work From Anywhere Connect Faster Improve Customer Service Control Costs Improve Employee Work/Life Balance

69 68 © 2007 Avaya Inc. All rights reserved. Agenda Unified Communications for Small Business Desktop communications solutions for staff –Phone Manager Lite –Phone Manager Pro –Phone Manager PC Softphone Desktop communications solutions for Receptionists & Operators –SoftConsole

70 69 © 2007 Avaya Inc. All rights reserved. Recruiting & Retaining The Right People Ensuring Responsiveness Cutting Expenses Your Business Challenges Keeping Productivity High

71 70 © 2007 Avaya Inc. All rights reserved. Flexible schedules ranks higher than compensation for most employees Remote workers save businesses an average of $5K/year in facilities costs Businesses lose $2K/year per employee when they feel obligated to be in office Did You Know? Facts About Productivity, Savings and Employee Loyalty Employee Loyalty & Morale Flexible Work Arrangements Real Estate Costs Working home one day a week saves 78 gallons of gas per year Average daily commute of 40-minutes equates to eight working weeks/year Remote workers save $2.5–$11K per year; up to $16K in salary per year Environmental Impact Full-Time Teleworkers Commuting Hurts Productivity

72 71 © 2007 Avaya Inc. All rights reserved. What is Unified Communications? Be reached anytime, anywhere you want to be reached Communicate using the most appropriate device Boost productivity, efficiency, customer service

73 72 © 2007 Avaya Inc. All rights reserved. Delivers Real-Time Responsiveness Help Ensure Non-Stop Productivity Enables Full-Time Telework A Unique and Powerful Solution that… Unified Communications (UC) For Small Business

74 73 © 2007 Avaya Inc. All rights reserved. Delivers Real-Time Responsiveness to Employees & Customers, Wherever They Are Missed calls, phone tag, voice mail Slow decision-making, frustrated customers Missed transactions, lost revenue Employees receive all calls at their desktop and mobile phone simultaneously Easier for customers to reach key employees with just one number to call Customer satisfaction & loyalty increases Deals close faster to improve win rate Out of the Office Doesnt Have to Mean Out of Touch

75 74 © 2007 Avaya Inc. All rights reserved. When your desk phone rings, so does your mobile phone Transfer from mobile to office phone and not drop the call Reduce mobile phone charges and leverage IP Office features Single place to pick up all voice messages Real Time Responsiveness Reduce risk of missed calls & lost revenue

76 75 © 2007 Avaya Inc. All rights reserved. Mobile Twinning Works with any external telephone (e.g. cell/mobile phone, home phone, etc) Calls alert at both devices when office number is called Caller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordingly Caller Mobile Twinning alerts user while out-of-office Office Phone Keep employees in touch even when theyre away from their desk Offers ONE number approach for easy contact anywhere, anytime Reduce costs by leveraging your existing mobile infrastructure Benefits

77 76 © 2007 Avaya Inc. All rights reserved. Mobile Twinning Works with any external telephone (e.g., cell/mobile phone, home phone) Calls alert at both devices when office number is called Caller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordingly BLF shows Busy even if answered on Twinned external phone Follows IP Office call routing (e.g. voic ) if call not answered Caller Office Phone shows Busy for user Keep employees in touch even when theyre away from their desk Offers ONE number approach for easy contact anywhere anytime Reduce costs by leveraging your existing mobile infrastructure Benefits User answers call on his Mobile/Cell phone

78 77 © 2007 Avaya Inc. All rights reserved. Mobile Twinning Works with any external telephone (e.g. cell/mobile phone, home phone, etc) Calls alert at both devices when office number is called Caller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordingly BLF shows Busy even if answered on Twinned external phone Follows IP Office call routing (e.g. voic ) if call not answered Caller User picks up twinned call on his Office phone Keep employees in touch even when theyre away from their desk Offers ONE number approach for easy contact anywhere anytime Reduce costs by leveraging your existing mobile infrastructure Benefits User can retrieve twinned call by pressing key on office phone to save call costs & access IP Office features

79 78 © 2007 Avaya Inc. All rights reserved. Mobile Call Control If answered on remote device, the user can –Place caller on hold –Transfer caller to another extension –Toggle between calls –Set up conference calls –Call Record (with Voic Pro) Caller Call control on the mobile device Improved customer service and collaboration Benefits IP Office 500 ISDN or SIP trunks IP Office 500 ISDN or SIP trunks

80 79 © 2007 Avaya Inc. All rights reserved. Helps Ensure Non-Stop Productivity Even When Employees Cant Get Into The Office Severe weather, storms Everyday life (minor illnesses & emergencies) Feeling pressure to return to work Anything Can Happen Be Prepared When It Does Employees communicate when they cant get into the office, increasing productivity Home or mobile phone, PC & Internet connection is all thats needed Improves customer service and employee morale Reduces stress, positive impact on environment

81 80 © 2007 Avaya Inc. All rights reserved. Ensure Non-Stop Productivity Be prepared for the unexpected Intuitive PC user interface provides full call control from any phone on site or remotely: –Make and receive calls –Transfer, forward, hold –Conference calls –Speed dialing –Call history –Presence

82 81 © 2007 Avaya Inc. All rights reserved. Information at your Fingertips Phone Manager Pro Multiple speed-dial/BLF icons Screen-pop of contact management applications (e.g., Microsoft Outlook) Voic Pro message control Queue monitoring of 2 groups Simple Incoming call scripting (useful for informal call centres) Time on call 19 languages on individual user basis Personal directory Distinctive ringing (via WAV file) Dialing from contact records Simple creation of contact records (add to Personal Directory, Microsoft Outlook) Compact Mode Separated tabs for In, Out and Missed calls Increased Speed- dial / BLF capacity

83 82 © 2007 Avaya Inc. All rights reserved. Personal Numbering, Out Calling, and Message Management Phone Manager Pro When using Voic Pro, Phone Manager Pro offers the following added benefits: –Personal Numbering allows you to change your divert settings remotely –Set & modify Out Calling settings –Voic Pro mailbox control –Listen, rewind, fast-forward, save, delete…

84 83 © 2007 Avaya Inc. All rights reserved. Screen-Pop to Microsoft Outlook, Goldmine and Maximizer Phone Manager Pro Integration with servers: –Screen-pop of contact based on incoming number (Business, Home, Mobile, etc…) –Simple creation of contact records (simply right-click in the Phone Manager Pro call history to add number) –Dial from contact records Directory in Phone Manager also allows: –Name matching with CLI number –Distinctive ringing (via WAV file) –Simple incoming call scripting (useful for informal call centers)

85 84 © 2007 Avaya Inc. All rights reserved. Enables Full-Time Telework so Employees Communicate Like Theyre in the Office Home calling expenses are rising Expanding workforce means larger office space Qualified labor pool is limited in local area Think Outside the Cubicle Flexibility to employ the most qualified workers wherever they are located Avoid office moves / expansions and save Boost loyalty and morale with a flexible, productive work environment Keeps home calling expenses in check

86 85 © 2007 Avaya Inc. All rights reserved. Provides home workers with same functionality as workers in the office Save on residential calling costs; reduce/eliminate reimbursements Monitor and track calls and productivity of remote workers No remote VPN device required Expands full-time & seasonal labor pool to virtually any geographic location Employ Qualified Home Workers VPN phones improve communications, cut costs Avaya IP Phone with VPN Software at remote location

87 86 © 2007 Avaya Inc. All rights reserved. Unified Communications A Closer Look Part-Time Teleworking Full-Time Teleworking Mobile Employees Mobility & Call Control PSTN INTERNET Household Router Household Router Telecommuter Mode VPN Phone Application Notes & Tech Tips available for many popular VPN Gateways No VPN device needed at remote site. Only cable/modem provided by ISP. Easy set-up!

88 87 © 2007 Avaya Inc. All rights reserved. Why You Need To Consider Unified Communications Ensure all employees can turn their home phone into their office phone whenever they cannot physically get to the office. Storms or illness dont get in the way of making business happen. Ensure Non-Stop Productivity Full-time telecommuters can have a secure home office solution by adding a VPN phone* When location doesnt matter, access to talent moves from zip code to globe. Reduce Costs Retain & Recruit Talent from Anywhere Mobile employees will get their calls instantly bridged from the desk to cellular for instant responsiveness Keep Them Connected Wherever They Are * For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home worker is ready to go. Estimated ROI in six months time.

89 88 © 2007 Avaya Inc. All rights reserved. Desktop Communications Solutions Simplifying access to communications via PC-based interfaces –Phone Manager Lite –Phone Manager Pro –SoftConsole

90 89 © 2007 Avaya Inc. All rights reserved. Phone Manager Lite Personal productivity tool Control your analog, digital or IP phone from your PC Call history (incoming and outgoing): just double-click to call back CLI/name display (whatever terminal youre using!) Speed dials: Call from your PC via a single click! Busy Lamp Field: Know at a glance who is available within your team (Max. 15) Conference, call recording, account codes… Included for ALL users FREE! Included for ALL users FREE!

91 90 © 2007 Avaya Inc. All rights reserved. Phone Manager Integration with Microsoft Live Communications Server (LCS) –View users presence as well as phone status for internal users –Send Instant Messages Single speed-dial icon for Users –Internal User –Work phone –Mobile/cell phone –Home phone

92 91 © 2007 Avaya Inc. All rights reserved. SoftConsole for Attendants & Operators Intuitive flexible interface Ability to maintain visibility of: –Calls waiting –Calls holding/parking –Available resources per business function –Centralized Operator/Attendant Ability to perform minor system administrative functions (e.g., change group status, change divert settings) Works with analog, digital, and IP telephones Back to Main Menu

93 92 © 2007 Avaya Inc. All rights reserved. IP Office Voice Networking Connect All Sites

94 93 © 2007 Avaya Inc. All rights reserved. Agenda IP Office networking overview Small Community Networking

95 94 © 2007 Avaya Inc. All rights reserved. IP Office Networking Voice & Data Networking over IP Trunks VoIP over data reduces costs Voice Compression for bandwidth efficiency- standards based G (6.3k) /G.729a (8k) Data compression VoIP over Frame also supported (PPP or RFC1490) Fall-back using ISDN Bandwidth on demand Overflow to ISDN IP VPN support with IPSec or L2TP VPN ISDN IP/VoIP Frame Relay

96 95 © 2007 Avaya Inc. All rights reserved. Small Community Networking Desk-to-desk dialing Absent Text Message Anti-Tromboning Busy Lamp Field Call Hold Call Transfer Call Forward Hot Desking across network Call Paging Call Pick-up Call Back when Free Camp-on Conference Centralized Voice Mail (using Voic Pro) Dynamic Internal Users Directory Distributed Groups across network Small Community Networking between IP Office sites Improved inter-site communications & user productivity Improved mobility and customer service Benefits – Improved Business Efficiency IP

97 96 © 2007 Avaya Inc. All rights reserved. Seamlessly Expand Your Business 3 digit desk to desk dialing View your colleagues status – wherever they are Distribute calls across the network, distributed groups Long Distance toll savings Effortlessly roam site to site – –Wirelessly or with Hot Desking IP

98 97 © 2007 Avaya Inc. All rights reserved. Enable Greater Mobility Across Sites Multi-site Hot Desking –Workers (consultants, lawyers, managers, etc.) have the same features or restrictions (e.g. international calls) in any office –Simply log in to any phone, number and voice messages follow wherever they are. –Differentiator: Available on digital, analog and IP phones Multi-site Hunt Groups –Member across the network in one easy to manage hunt group ISDN in EMEA –Makes it easy for customers who have traditional ISDN systems to migrate to IP Office: Advice of Charge increases end user cost controls; Call Completion to Busy Subscriber increases end user productivity; Malicious Call Identification enhances safety and security; Partial Rerouting optimizes trunk utilization Up to 500 users across 16 IP Office sites IP

99 98 © 2007 Avaya Inc. All rights reserved. Small Community Networking Paging and Busy Lamp Field Over the Network Call for Mr Smith from ABC company Call for Mr Smith from ABC company Seattle Office London Office The Operator can see the status of Mr. Smiths extension wherever he is on the IP Office network, inform the caller and page him if required New York Office IP Network Operator Mr. Smith is busy on a call, would you like me to page him?

100 99 © 2007 Avaya Inc. All rights reserved. Multiple Small Community Networks Basic Call Setup Call Hold Call Transfer Calling/Connected Line ID Calling/Connected Name QSIG or H.323 Networking Features Between Small Community Networks (SCN) Node 1 IP Node 2 IP

101 100 © 2007 Avaya Inc. All rights reserved. Management of Small Community Network Across the WAN Remote dial up DameWare or other customer provided application (e.g. PC Anywhere, Web Ex) Centralized back up and restore Templates for user profiles Proactive SNMP polling and alarms Remote Feature Activation via license keys Dynamic Internal Directory negates the need for programming remote users New York San Diego Miami WAN or PSTN Sydney

102 101 © 2007 Avaya Inc. All rights reserved. Voice Networking H.323 and QSIG Offers Interoperability QSIG signaling over E1/T1 delivers: –Standards-based interoperability –Desk-to-desk dialing –Feature transparency H.323 signaling over IP delivers: –Standards-based interoperability –Desk-to-desk dialing –Feature transparency IP Trunks T1 / E1 leased line H.323 Community Networking H.323 QSIG over IP H.323 IPNC H.323 Community Networking QSIG Avaya INDeX Avaya IP Office IP Network Avaya Communication Manager

103 102 © 2007 Avaya Inc. All rights reserved. Voice Networking H.323 and QSIG offers Interoperability VoIP over H.323 / QSIG over E1/T1 / Standards Based TDM –Desk-to-Desk dialing – Calling / Connected Party Number – Calling / Connected Name Presentation – Call Hold – Call Transfer Traditional PBX supporting QSIG H.323-compliant IP PBX E1/T1/IP Network

104 103 © 2007 Avaya Inc. All rights reserved. Voice Networking IP Office Interoperability with Avaya-Tenovis Integral 55* QSIG over PRI or IP trunk Supported features –Simple Telephony Call/Basic Call ETS /172 –Circuit Switched Data Call/Basic Call ETS /172 –Called/Calling Line ID Presentation ETS –Called/Calling Name Presentation ETS /238 –Message Waiting EN /255 –Transfer ETS /261 * Regional Availability IP Network Avaya-Tenovis Integral 55

105 104 © 2007 Avaya Inc. All rights reserved. Voice Networking Centralized messaging with Avaya INTUITY AUDIX® on Central PBX Avaya Communication Manager with INTUITY AUDIX voice mail networking (using C-LAN connection) No Voic Pro on IP Office Avaya IP Office Avaya DEFINITY®/ MultiVantage® with INTUITY AUDIX (IP connection) At your desk: Message waiting indication on your phone Message waiting indication on Phone Manager Text message on analog CLI display phones QSIG over E1/T1 or QSIG over IP C-LAN INTUITY AUDIX picks up the call on no answer E1/T1 leased line or IP Network Incoming Call

106 105 © 2007 Avaya Inc. All rights reserved. Voice Networking Centralized messaging with Modular Messaging on Central PBX Avaya Communication Manager with Modular Messaging (using C-LAN connection) No Voic Pro on IP Office Avaya IP Office At your desk : Message waiting indication on your phone Message waiting indication on Phone Manager Text message on analog CLI display phones QSIG over E1/T1 or QSIG over IP C-LAN Avaya Communication Manager with Modular Messaging (IP connection) Modular Messaging picks up the call on no answer Back to Main Menu E1/T1 leased line or IP Network Incoming Call

107 106 © 2007 Avaya Inc. All rights reserved. IP Office as a Contact Center Platform Measure Customer Support Integrate Applications

108 107 © 2007 Avaya Inc. All rights reserved. Agenda IP Office Contact Center overview Compact Contact Center IP Office Phone Manager IP Office Voic Pro IP Office CTI capabilities Avaya MS-CRM integration

109 108 © 2007 Avaya Inc. All rights reserved. Contact Center Offer The IP Office Customer Service Solution Compact Contact Center Voic Pro Phone Manager Pro (Phone Manager Lite included with IP Office FREE) ACD Routing (built-in to every IP Office) CTI Link Lite / Pro (CTI Lite included with IP Office FREE) Real-time view Historical reports Fixed Wallboards PC Wallboards Advanced Voic Unified Messaging Auto Attendant Recording Services Campaign Manager Queue Management Compact Business Center Embedded Voic Voic Lite 4 Music on Hold sources Customizable by line dialed or group destination Ideal for advertising special promotions & information

110 109 © 2007 Avaya Inc. All rights reserved. Compact Contact Center Advanced Call DistributionManagement by ExceptionReal-Time Agent Management Wallboard ManagementQueue ManagementReal-Time Tracking & Analysis Standard Report TemplatesReal-Time System Management Campaign Manager IVR Queue Management & Recording PC Wallboards

111 110 © 2007 Avaya Inc. All rights reserved. Compact Contact Center Calls are distributed fairly amongst all agents Agents can be members of multiple groups Agents can be located at another site in Small Community Network –E.g., Sales and Customer Service Remote IP Phone Agent IP Phone Agent Internet Caller Phone Caller Rack PC Compact Contact Center Server IP, Public or Private Network Avaya IP Office

112 111 © 2007 Avaya Inc. All rights reserved. Compact Contact Center Management by Exception Team leaders are notified when their attention is required Normal – Caution - Critical Alarm levels You have more than 3 calls waiting The longest waiting call exceeds 30 seconds The percent or calls answered has dropped below 80% You have more than 3 calls waiting The longest waiting call exceeds 30 seconds The percent or calls answered has dropped below 80% Real-time Performance Information View performance of individuals, teams and the entire business as a whole

113 112 © 2007 Avaya Inc. All rights reserved. Call Center View: Real-Time Supervisor Information Management of individuals Management of callbacks Management of teams Management of queues All managed by exception

114 113 © 2007 Avaya Inc. All rights reserved. Reporter: Historical Management Information Detailed data stored –Audit trail allowing investigation of any contact Report scheduling –Automatic report generation to printer or file Integrated reporting –Reporting on complete caller experience including voice processing and comfort messaging Customized, exportable reports –Designer module available to support tailored customer reporting –Post reports onto a Web site or send them by via HTML A set of 70 management-ready reports

115 114 © 2007 Avaya Inc. All rights reserved. PC Wallboards: Real-Time Staff Information Simple communication with staff Wizard driven message creation Messages automatically generated by IP Office See how many calls and s are waiting PC Wallboards Only $ 10,000 to hit quota… Good Luck Everyone!

116 115 © 2007 Avaya Inc. All rights reserved. Agent-enabled interface Phone Manager Pro Busy Not Available Busy Wrap-Up Select Group Login

117 116 © 2007 Avaya Inc. All rights reserved. Simple Scripting Phone Manager Pro Based upon incoming caller identification Agent is reminded –To greet caller with special welcome –Of promotional information to discuss with customer –Of background information about the specific customer

118 117 © 2007 Avaya Inc. All rights reserved. Queue Monitoring Phone Manager Pro Queue Monitor Graphical and real-time Value information for agents, supervisors, and company principals Up to 2 queues monitored –Customer Service –Sales –Helpdesk –Billing

119 118 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Phone Caller IP Office Voic Pro Server Public Network Voic Pro – Call Queuing Advanced Call queuing informing callers with their Queue Position and their Estimated Time to Answer (ETA) Off-load agents work through Campaign Manager Complex scenarios can easily be set up through intuitive Windows Interface Voice Recording for emergency or training purposes –Automatically based on CLI, dialled number, agent,… –Manually activated by the agent (via short-code or soft-key) Welcome to Avaya, your call will be answered shortly Youre 3rd in the sales queue and your call will be answered in 30 s Call priority tagging for callers within queues

120 119 © 2007 Avaya Inc. All rights reserved. Voic Pro – Campaigns Campaign Manager allows the capture of standard information (such as brochures requests) in both spoken (voice) and/or via the keypad (DTMF) Agents can then transcribe this information during less busy periods Messages can be retrieved via a short-code, a DSS/BLF key or a web-browser interface Callers can quit the application at any time to speak to a live agent …or ask for a call back request which appears on the real-time CCC screen Please tell us your name Please enter your PIN number via the terminal keypad Your name is XX and your PIN is YY, please press 1 to confirm or 2 to speak to a live agent Avaya IP Office Phone Caller IP Office Voic Pro Server Public Network

121 120 © 2007 Avaya Inc. All rights reserved. Advanced CTI Capabilities Address the needs of SME customers and partners –Open standards –Easy for developers to use –Enable customers to use 3 rd party products CTI Link Lite - Free of charge 1 st party Microsoft TAPI –Screen-popping –Preview dialing –Sales management integration –Call costing CTI Link Pro – 3 rd party Microsoft TAPI –Predictive dialing –Call routing –CRM integration –IVR integration with 3 rd party databases via TAPI WAV CTI Link SDK –Full Software Development Kit for customers –Fully documented

122 121 © 2007 Avaya Inc. All rights reserved. CTI: Screen-pop Off the Shelf Back to Main Menu

123 122 © 2007 Avaya Inc. All rights reserved. IP Office Management & Administration

124 123 © 2007 Avaya Inc. All rights reserved. Agenda IP Office Management Manager –Local administration –Remote administration Centralized Management System Status Application

125 124 © 2007 Avaya Inc. All rights reserved. IP Office Administration – Manager Windows-based console to program a single or many IP Office sites Programming accessible via LAN, WAN & off-line Password protected & user defined rights Audit trail Monitor Alarms Multilingual online documentation Forced database back-up for disaster recovery Automated software recovery Remote Feature Activation

126 125 © 2007 Avaya Inc. All rights reserved. Management & Administration Ease of use: Single Management interface for PBX, voic and data routing Intuitive Windows-based console Online Tutorial Documentation Designed to minimize skill-sets required (reduces administration costs) Centralized Management: One console can manage multiple sites Off-line & remote programming (LAN, WAN or via analog modem) Proactive SNMP polling for remote administration Forced back-up for disaster recovery Automated software recovery Remote feature activation via license keys facilitates upgrades

127 126 © 2007 Avaya Inc. All rights reserved. System Status Application Remote diagnostic tool –Allows most customer issues to be resolved without escalation to Avaya –Reduce site visits (even supports 14.4kb/s dial up modem links) Provides Real-time Call status information –Replaces Call Status application and complements Monitor application –Provides real-time view of system resource (e.g. VCM or VM ports) –Provides QoS info for IP trunks (SCN, H.323, SIP) Alarms, trunk utilisation and error histories –Alarms stored in IP Office (no need for local PC) –Event traces per call/trunk/extension –Complements SNMP & alarms Adapt system to meet critical business needs Quickly identify and resolve situations, even remotely Benefits – Lower Operational Costs Real-Time Monitor Historic Alarms

128 127 © 2007 Avaya Inc. All rights reserved. Centralized Management (Option 1) Remote programming Remote activation of license keys Remote diagnostics Remote back-up of configuration files Proactive SNMP polling/alarms Voic Pro Manager LAN PSTN IP Office T1/E1, ISDN or WAN

129 128 © 2007 Avaya Inc. All rights reserved. Centralized Management (Option 2) Remote programming Remote activation of license keys Remote diagnostics Remote back-up of configuration files Proactive SNMP polling/alarms Local back-up of configuration files Remote software uploads T1/E1, ISDN or WAN Voic Pro DameWare Remote Access Analog Modem/TA Manager plus DameWare* These applications can run on the same PC LAN *DameWare is an example of one application that can be used; another is PC Anywhere PSTN or Internet

130 129 © 2007 Avaya Inc. All rights reserved. Delivering Intelligent Communications to Small and Midsize Businesses Avaya IP Office Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. 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.

131 130 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

132 131 © 2007 Avaya Inc. All rights reserved. Sources New Cornell University study, published in April 2004 of the Journal of Occupational and Environmental Medicine. A study of 375,000 employees over a 3-year period 1999 study by The Employers Health Coalition of Tampa, FL Risk and Insurance, March, 2004 Business Legal Resources, April 24, 2003 Recent BankOne survey of employees Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programs Bulletin to Management, 12/5/2002, BNA Professional Information Center Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor Statistics Cigna Behavioral Health, April 26, 2004 Additional sources are noted on the respective slides or inside the notes sections.


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