Copyright© 2002 Avaya Inc. All rights reserved Avaya IP Office Phone Manager Lite/Pro/VoIP Philippe du Fou Last updated: 6 th July 2004

2 IP Office benefits for Caller Display users IP Office supports analogue phones with Alpha-numerical Caller Display. This allows the presentation of: –Calling Line Identity (CLI) –Internal callers name –External name if CLI matches system directory –Also defines target group (DID/DDI) name If a PC is also available, Phone Manager complements this information with: –Call history (Incoming / Outgoing / Missed calls) –Speed-dialling for internal & external numbers –Busy Lamp Field for extension status information –Call control (conference calls, account codes,…) –Change divert destinations easily –Screen-pop to 3 rd -party PIM applications (Pro only) –Control of Voice mails (Pro only) –Simple Call scripting (Pro only) –Queue monitoring (Pro only) > Sales John Smith > Fred Bloggs ABC Company > Sales

3 IP Office PhoneManager Lite Free CTI application offered with every IP Office Personal productivity tool available to any desktop Control your analog, digital or IP phone from your PC Call history (incoming, outgoing, missed calls): just double-click to call back CLI/name display (whatever terminal youre using!!) Conference, call recording, account codes… Change your divert settings easily: secretary, mobile/cellphone, home… Busy Lamp Field : Know at a glance who is available within your team (Max. 15 icons) Speed dials: Call internal/external contacts from your PC via a single click !

4 Conference set-up: IP Office PhoneManager offers the possibility to set conference calls very easily: Ring an additional party while on a call The original caller(s) is/are automatically put on-hold IP Office PhoneManager Lite/Pro : Easy conference call set-up & control List the numbers and names (if Caller ID is recognized) of all the active parties on the call Conference control: List the numbers (and associated names if the Caller ID is recognized) Ability to hang-up on a per caller basis Up to 2 x 64 parties on IP412 Simply right-click to hang-up a specific caller Done Click on Book or Join a booked conference (requires Conferencing Center)

Copyright© 2002 Avaya Inc. All rights reserved Phone Manager Pro Builds upon Lite to offer additional functionality

6 Two methods of operation: CTI call control from your PC using analog, digital or IP hardphones IP softphone (iPhoneManager Pro) Pro builds on PhoneManager Lite and offers additionally: Multiple speed-dial/BLF icons Screen-pop of contact management applications (MS-Outlook, Goldmine, Maximizer & ACT!) Voic box control (requires VM Pro) Agent-mode (Logon/ Busy NA/ Busy WU) Queue monitoring (2 queues) Simple Incoming call scripting (useful for informal call centres) Door entry control Time on call Personal directory Distinctive ringing (via WAV file) Dialing from contact records Simple creation of contact records (add to Personal Directory, Microsoft Outlook ® …) IP Office PhoneManager Pro : Information At Your Fingertips Separated tabs for In, Out and Missed calls Screen-pop external applications (e.g. Microsoft Outlook) IP softphone option with iPhoneManager Pro Increased Speed- dial / BLF capacity

7 IP Office PhoneManager Pro : Visual Voic & Personal Numbering With the addition of Voic Pro, PhoneManager Pro offers the following added benefits: –Personal Numbering : Change your divert settings remotely –Voic box control: Listen, rewind, fast-forward, save, delete… Notification of the number of unread voic Change your diverts and settings remotely with VM Pro Control your voic from your PC CLI and name information when CLI is recognized

8 Integration with Microsoft Outlook: Screen-pop of contact based on incoming number (Work, Home, Mobile, etc…) Simple creation of contact records (simply right-click in the PM Pro call history to add number into Outlook) Dial from Outlook contact records Personal directory: Directory within PhoneManager additionally allows: Name matching with CLI number Distinctive ringing (via WAV file) Simple incoming call scripting (useful for informal call centers: see contact center slides) IP Office PhoneManager Pro : Screen-Pop to Microsoft Outlook Agent-enabled PM Pro Historic information regarding your customer Screen pops contact information when CLI is recognized

Copyright© 2002 Avaya Inc. All rights reserved Phone Manager Pro/VoIP Agent-Mode

10 IP Office PhoneManager Pro : Agent-enabled softphone Busy Wrap-Up Busy Not available Select Group login Set account code during a call by a simple click Call a customer and dial an account code at the same time Agent can select in which Group(s) to login / logoff Start Recording call Stop recording call

11 Queue Monitoring Graphical & real-time Up to 2 queues monitored e.g.: Sales Support Helpdesk… Simple scripting: Avaya Phone Manager Pro offers the possibility to add simple scripting based on the incoming CLI. For example, this can be used to remind the PM Pro user to say a special welcome phrase or for giving background information on a specific customer IP Office PhoneManager Pro : Simple scripting & Queue Monitoring Two outstanding calls ringing the hunt-group called Sales Script appears based on incoming CLI

Copyright© 2002 Avaya Inc. All rights reserved Phone Manager Pro VoIP mode

13 IP Office provides complete functionality to home based agents (softphones and hardphones) Cuts down on long commuting time Tell Your Customers – Dont Go To Work. Be Productive At Home. Lower cost flexible workforce can cover peak times Savings can be passed onto your customers IP Telephony allows people to work from home

14 IP Office iPhoneManager Pro (IP softphone) Perfect for home-workers or remote agents Call history (Incoming and Outgoing): just double-click to call back CLI/name display Speed dials: Call from your PC via a single click ! Busy Lamp Field: Know at a glance who is available in the office from wherever you are All the features from the office available from home

15 Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup and FIFA Womens World Cup 2003