Presentation on theme: "Delivering Intelligent Communications to Small Businesses"— Presentation transcript:
1 Delivering Intelligent Communications to Small Businesses Avaya IP OfficeDelivering Intelligent Communications to Small BusinessesThis presentation is focused on the Avaya IP Office solution. The IP Office is Avaya’s flagship product for small business. This presentation is designed to illustrate how the IP Office solution delivers intelligent communications. It is intended for Avaya sales associates and BusinessPartners to present to existing IP Office customers and prospects.
2 Main Menu Introduction to IP Office IP Office Platform Models IP Office as a Voice PlatformIP Office as a Messaging SolutionIP Office as a Conferencing SolutionIP Office Productivity ApplicationsIncluding Unified CommunicationsIP Office Voice NetworkingIP Office as a Contact Center PlatformIP Office Management & AdministrationThe deck is divided into sections. Each section can standalone and has its own agenda. The presentation must be presented in Slide Show mode to view animation. The final slide of each section provides an Action Button to allow you to return to the Main Menu.The Main Menu options are:Introduction to IP OfficeIP Office Platform ModelsIP Office as a Voice PlatformIP Office as a Messaging SolutionIP Office as a Conferencing SolutionIP Office Productivity Applications (including Unified Communications)IP Office Voice NetworkingIP Office as a Contact Center SolutionIP Office Management & Administration
3 Introduction to IP Office This section is to introduce you to the Avaya IP Office family.
4 Agenda Avaya IP Office – a proven solution Benefits of Convergence IP Office - family overviewIP Office - platform overviewEase of ManagementSIP for the Small BusinessPartnerships for the Small BusinessSummaryThis section reviews the success of the IP Office, reviews the benefits of convergence, provides highlights on the IP Office family and details on the platforms. Other advantages of IP Office that are addressed are its ease of management, SIP functionality, information on partnerships, and lastly, a summary of the IP Office including applications.
5 Avaya IP Office Serves Small Business Successfully A Proven Solution with Market Momentum 130,000 Systems shippedMillions of customers served worldwideAcross 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.The IP Office is Avaya’s flagship product for the small businesses. Since its introduction in 2002, there have been over 130,000 IP Office systems sold worldwide.Many of the applications provide an attractive Return on Investment to you. IP Office has many other customer testimonials from a variety of industries – sports, travel, libraries, automotive dealerships, professional services, and universities. Installations in single stand alone sites, to users with a global presence making use of the Internet and Voice over IP, and the wealth of capabilities that IP Office offers to make it easier and cost effective to do business. With the plethora of applications available, IP Office is the solution for all small and midsize businesses.
6 Major Vendor Positions through Calendar 2007 in Worldwide Business Communications Segments TelephonyEnterprise Telephony Revenues2007#120%#57%#410%#311%#216%Lines8%13%IP Telephony 24%14%9%Converged Telephony 22%37%#72%Applications*Contact Centers Agents200640%4%#93%Enterprise Messaging 26%#65%N/AUnified Messaging 25%19%Audio Conferencing 30%NAServicesWW CPE Maintenance** 6%#11MetricPeriodPositionPctPositionPctPositionPctPositionPctPositionPctIP Office contributes to Avaya’s overall leadership positioning.Sources:  Dell’Oro;  Synergy Research;  Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007; Frost & Sullivan;  In-Stat/MDR;  IDC;  Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007Notes: * 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 divisionsSynergy 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 Gartner’s website,Leader
7 Growth through Acquisition and Partnership VPNet TechnologiesTata TelecomCyber IQ SystemsSpectelQuintus CorporationTenovisRoute ScienceExpanetsNimcat NetworksVista Information TechnologiesTraverse Networks2002200120032004200520062007Avaya’s growth through acquisitions and partnerships is shown. Of particular interest to small and midsize businesses are solutions formed from recent partnerships with Extreme and Google. Avaya partnerships with IBM, Microsoft, and HP have proven valuable to all company’s success.
8 Award-Winning Avaya IP Office Presented Avaya with Market Leadership Award for Total Asia Pacific iCRMJanuary 20042006"CRM Excellence" AwardAward Winning IP Office throughout the years. Along the way, Avaya IP Office earned many prestigious awards:2002 – Convergence ‘Product of the Year’2003 – the first of many Internet Telephony ‘Product of the Year’2004 – Business Communications Review awarded IP Office ‘Best in Test’ amongst 5 other competitors (Nortel and Siemens were joint 2nd).2004 – also saw IP Office win ‘Product of the Year for Converged Networking Solutions’ from SearchNetworking.com, VARBusiness Magazine ‘Tech Innovators Award’, and Frost & Sullivan Award for CRM.2005 – Internet Telephony ‘Product of the Year’2006 – ‘CRM Excellence Award’ from Customer Solutions Magazine2006 – IP Office was awarded “Recommended by 01 Réseaux” and “Recommended by Decision Informatique” ahead of Mitel and Nortel.2007 – Internet Telephony ‘Excellence Award’200420072006Best In Test, April 2004Ranked Avaya’s SMB IP-PBX #1 overallFebruary 20042004
9 What Is IP Office?IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling you to …Increase ProductivityWork from anywhere and be more responsiveImprove Customer ServiceProvide callers with valuable information and access to informationReduce costsReduce travel, consolidate billing, retain labor poll and moreSo, what is IP Office. The Avaya IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling business to Reduce Costs, Increase Productivity, and Improve Customer Service. IP Office is a versatile communication solution that combines the reliability and ease of a traditional telephony system with the exciting applications and advantages of an IP telephony switch. At Avaya, our guiding principle is that customers should be allowed to migrate to IP telephony at their own pace, following their own path. This means they can use a mix of digital, analog, and IP technology and still take advantage of all the applications that convergence provides. This makes IP Office an extremely versatile solution.
10 Benefits of IP Telephony & Convergence IP offers new ways of working:Integrating the phone into business systemsHome-workers, remote work staffVirtual enterpriseReduced costs of ownership:Single cabling infrastructure for voice & dataSingle point of administration & remote maintenance via LAN, WAN or RASMultiple single-skilled support personnel replaced by single multi-skilled voice/data staffReduced moves/adds/changes via dynamic IP addressingOptimisation of ISDN & WAN leased lines:One link to public network saves rental costsDynamic bandwidth allocation for voice & dataReduced costs via VoIP – voice travels ‘‘free’’ on the data linkConvergence enables businesses to leverage the existing data infrastructure for voice communication – not only by providing for voice to travel across your data network – possibly between sites or for employees working remotely, but also by enabling your business to take advantage of applications that reside on your data network - such as presenting information to your PC screen when that important client calls in. Traditionally you have had a separate voice and data network, sometimes managed by 2 (or more) people. Reducing the cost of ownership is the goal of any good business. Since the data infrastructure is utilized more the overall cost of ownership to enable your data network to support voice is reduced. By joining (converging) your voice and data network, management and optimization of lines contributes to savings in the long run. Bringing voice and data together enables applications to work seamlessly, which increases also productivity and collaboration. IP Telephony also facilitates better customer service through integration with customer records, which enables more personalized discussions. Furthermore, convergence (IP telephony) enables your business to take advantage of expanding your labor pool – you are no longer limited to hiring someone geographically close to your office. IP Office provides the tools for that remote employee to function just like they were in the office. This contributes to real estate savings for you.
11 How Can You Take Advantage of Convergence? The Hard Way…The Easy Way…PBXH.323 GatewayH.323 GatekeeperData Hub / SwitchWAN edge deviceRemote Access ServerDHCP ServerFirewallRouterInternet AccessPublic Voice NetworkPBXData HubDataNetworkRemote Access ServerH.323GatekeeperDHCPServerIf you look at many businesses today, you will see many ‘pieces’ of equipment that make up the communications, voice and data network. These will normally be PC’s running DHCP server, H323 gatekeepers, a separate firewall, router, switches or hubs and of course a PBX. Often so called ‘next generation’ products are only a voice solution which happens to deliver IP telephony. The trunks are voice-only trunks. If you want to add a hub, H.323 Gateway, H.323 Gatekeeper, router, firewall, DHCP server, Internet access, Remote Access Server, or Data WAN connectivity you may need up to 8 separate devices. This potentially also means up 8 different management interfaces.These components are included as standard on IP Office with one management interface.All this reduces Total Cost of Ownership (TCO).FirewallInternetSingle solution to purchase & installSingle management interfaceSingle maintenance contractRouter
12 The IP Office Family IP Office 412 IP Office 500 Up to 360 extensions, 4 T1s, Analog Trunks and SIP TrunksThe IP Office is a scaleable solution, ranging from 2 to 360 users and up to 8 T1/E1 connections. IP Office runs on a proprietary operating system, so it’s not susceptible to hackers or viruses. IP Office contains no moving parts, hard disks or fans making for very robust, silent platform. The IP Office family consists 2 members: the IP Office 412 and the IP Office Both models offer the same built in management utilities – Manager for administration, SMDR for capturing call reports, System Status Application for monitor system resource utilization, just to name a few. Both the IP Office 412 and IP Office 500 are expandable as and when needed to cater to your growing business needs for additional telephones and trunks (lines).IP Office 500Up to 272 extensions, 8 T1s, Analog Trunks, and SIP Trunks
13 IP Office: A Solutions Platform Core SoftwareKey/Hybrid/PBX2-360 ExtensionsInternet Access RouterISDN & Analog TrunksLAN and Hub SwitchRemote Access ServerFirewallH.323 Gateway & GatekeeperVPN SupportApplicationsUnified CommunicationsAuto AttendantVoice MessagingUnified MessagingOperator PositionsContact CenterCustomer ManagementConferencingCall RecordingCall AccountingText-to-SpeechIP TelephonyComputer TelephonyIVRLet’s first start with the platform. The platform is modular supporting expansion modules each with different functionality. For example, a module may support digital or analog telephones, trunks, connections to your Local Area Network (LAN) or the ability to connect multiple sites together over a Wide Area Network (WAN). Customers simply choose what they need, when they need it.The Core Software includes the built-in features (from left of slide) while Applications (from the right hand side) leverage those capabilities into solutions that differentiate you from your competition. Some Applications are included with every IP Office and also offer enhanced versions.
14 IP Office: An Applications Platform ManagerSoftConsoleQueue ManagerPhone ManagerThe IP Office is a rich platform application providing tools to:Manage the business with Manager, System Status Application, Compact Business Center, Compact Contact Center, and Queue Manager optionsImprove staff productivity with Phone Manager, SoftConsole, Unified Messaging options, robust Conferencing capabilities, and Voice messagingServe the needs of the customer with Voic Pro and Campaign Manager, among others.Unified MessagingConferencingSystem StatusVoic ProCompact Contact Center
15 IP Office: A Voice Communications Solution Full telephony functionalityFunctions as a key system or IP PBXBRI, PRI, Analog, E1/T1, and SIP2 to 360 extensionsAnalog, digital, IP and wireless telephones for on-site and remote staffVoic Pro & Automated AttendantHunt groups and automatic call distribution (ACD)Alternate call routingStandards-based networkingConference bridge--up to 64 parties simultaneously in many combinationsISDNAnalogE1/T1SIPIP Office offers full voice functionality with a comprehensive list of features and benefits for the small or mid-size business, including:Full PBX features — Caller ID, Call Forwarding, Conference Calling, Voice Messaging, Advanced Call Distribution and more.Full Key System features — Busy Lamp Fields that notify attendants and fellow workers of each employee’s phone status; Flexible Paging that allows attendants and employees to intercom the entire office or select groups; and Interfaces that capture particular details of the incoming caller, plus more. A variety of network trunk interfaces, including E1, T1, ISDN PRI & BRI, analog loop start (and analog ground start in the US,), and SIP — for comprehensive network connectivity. Support for a range of extensions, from 2 to 360 — sophisticated voice performance for new and growing businesses. A variety of telephones including analog, digital, IP hard and soft phones (wired and wireless) — the appropriate desktop or device phone for every need including remote working.Advanced Call Distribution (ACD) — incoming calls are directed to the best available person or messaging service, according to the company’s unique criteria (Ring modes available: Collective/Group, Sequential/Hunt, Rotary or Longest Wait/Most idle)Alternate Call Routing — ensures reliable handling of calls by selecting from analog, digital or VoIP trunks.QSIG & H.323 VoIP Networking — standards-based multi-site networking to interoperate with other PBX systems.
16 Application “Product Tours” Selected from the “Help” menu in the applicationAs mouse moves over regions on screen, explanations appear –similar to Tool TipsTours available forPhone ManagerSoftConsoleVoic ProConferencingCustomer ManagementCall RecordingManagerThese Product Tours are intended to show the key functionality of IP Office applications such as Phone Manager, SoftConsole and Voic Pro. Text boxes appear as the cursor moves over key areas of the application screen to explain a particular function.The Product Tours are mostly automated flows but some applications provide the option for user interaction.It is possible to move backwards and forwards through the Product Tour by using the Rewind and Forward icons at the bottom of the Product Tour screen. The Tour can be paused at any time. No special software is required to run the Product Tours and they can be run from PCs and workstations.
17 IP Office Management & Administration Ease of use:Single Management interface for PBX, voic and data routingIntuitive Windows-based consoleOn-line Tutorial DocumentationDesigned to minimize skill-set required reducing administration costsCentralized Management:One console can manage multiple sitesOff-line & remote programming (LAN, WAN or via analog modem)Proactive SNMP polling for remote administrationForced back-up for disaster recoveryAutomated software recoveryAudit TrailPassword protected & User defined rightsRemote feature activationSingle Management interface: The full IP Office solution — phone system, router, firewall, remote access server and DHCP server— are easily managed through the IP Office Manager.Local and Remote Management: The IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with either a Terminal Adaptor, Router or an optional Modem package.Forced database back-up: Whenever the IP Office programming is changed, the Manager application forces a back-up copy of the customer configuration onto a local PC. This ensures that an up-to-date copy is always available when required.Audit Trail and Password Protection: Authorized Administrators are required to enter a password which is authenticated prior to accessing the system to make changes. Access to the system is monitored through the Audit Trail.Automated Software Recovery (BOOTP): In the event of a failure, this protocol is used by IP Office to obtain from a back-up location its operational software (and associated configurations) which it loads in its flash memory.
18 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 gatewayworks with all digital, IP and analog telephonesIP DECTIP phoneDigital phoneAnalog phoneSIP ProviderHalf the Price*24-channel T1:~$600-$70024 SIP Trunks:~$350The IP Office system supports SIP trunks. The IP Office system acts as a SIP gateway allowing any IP Office supported telephone to take advantage of SIP trunks into the IP Office; just as any IP Office supported telephone can use analog trunks and digital trunks.As noted on the slide, SIP trunks, 24 in this example, could be half the price of the equivalent number of T1 channels.SIP provides a number of advantages beyond financial savings:If you move to another location, you can take the number with youYou can provide numbers in different cities and have them routed to a single location so it can appear as a local company in that cityFree site to site calling within the networkT1/E1/ ISDN ProviderAnalog ProviderBased on US Dollars
19 Extreme Networks Summit Solution Offers WANSMB LANValue OfferSMB POEValue OfferSMB POEPerformance OfferSummit /48Through partnership with Extreme Networks, bundled offerings are available specifically for small and midsize businesses.SummitSummit X450e-24p/48p10/100 Ethernet switch24 & 48 port variantsNo PoEConvergence grade hardwareUniStack™ stacking for management simplicity10/100 Ethernet switch24 port variant onlyFull PoE on every portBased on Standard Extreme O/SUnified Access connectivity for integrated wired/wireless & IP telephonyUniStack™ stacking10/100/1000 Ethernet switch24 & 48 port variantsFull PoE on every portBased on Advanced Extreme O/SAdvanced traffic management with resiliency, comprehensive securityStacking
20 IP Office Summary It’s a simple solution for any Small Business: Back to Main MenuIP Office SummaryIt’s a simple solution for any Small Business:PBX, Key system, Internet access, voicAnd it has lots of added value:Networking transparencyAudio Control ConferencingRemote worker solutionsCTI & ISV Developers ProgramIP TelephonyVoIP Gateway & GatekeeperVPN supportDesktop Communications SolutionsRobust MessagingConditions-based Auto AttendantUnified MessagingPersonal NumberingContact CenterData HubWAN edge deviceRemote Access ServerDHCP ServerFirewallRouterInternet accessRIP-2 protocol supportIP Office is a complete converged communications platform, providing customers with a complete solution.It can be sold as a simple voice centric communications platform with Lite applications, with the option for customers to seamlessly migrate to IP at your own pace.It can be sold as a converged voice and data application embracing IP to deliver converged solutions.It can be sold as a networked solution delivering seamless integration between remote locations or as a branch location of a larger central site.Or as an advanced applications platform for small call center environments.InternetAccessInternetAnalog ModemISDN TAISDN RouterMobile PhoneRemote Access ServerISN, T1GSM, TDMACDMAISPISDN dial-up,Leased-line or xDSLNetwork ServerWANRemote Office RouterRemote Office
21 IP Office Platform Models This section provides details on both models of the IP Office solution – the IP Office 412 and the IP Office 500.
22 Agenda IP Office 412 details IP Office 500 details Optional Hardware Details of both the IP Office 412 and IP Office 500, including capacity and built-in functionality, will be reviewed. An overview of the available system hardware, supported on both the IP Office 412 and IP Office 500, are also included.
23 IP Office 412 Detailed Technical Information Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules)Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIPApplications: 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 channelsIntegrated serial WAN portNative VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)Detailed information on the IP Office 412 include support for :Upwards to 360 telephones – supporting a wide range of telephones (analog, digital, IP, wired, wireless)Variety of trunk types from your provider – digital, analog, and SIPRobust capabilities including 2 64-party conference bridges, built-in contact center capability, voice messaging options, and unified communicationOn back of unit, there is an external music on hold audio jack allowing you to connect an external device to provide customized messages on hold for your callers. Additionally, the IP Office 412 supports 3 internal message on hold announcements.Standard to IP Office is built in Router, Firewall, Remote Access Server, and the ability to assign IP addresses through its DHCP serverExternal relay driver outputInternal/External Music-On-HoldHardware-based data compressionRouter/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSecRemote Access Server
24 IP Office 500 Detailed Technical Information Up to 272 combined analog, digital and IP endpoint support (8 expansion modules)Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIPApplications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc.2 x 10/100Mbps LAN Switch ports (Layer 3)48 data channelsNative VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)Detailed information on the IP Office 500 include support for :Upwards to 272 telephones – supporting a wide range of telephones (analog, digital, IP, wired, wireless)Variety of trunk types from your provider – digital, analog, and SIPRobust capabilities including a 64-party conference bridges, built-in contact center capability, voice messaging options, and unified communicationStandard to IP Office is built in Router, Firewall, Remote Access Server, and the ability to assign IP addresses through its DHCP serverOf particular importance:Modular approach in design of base unit allows for customization.External relay driver outputInternal/External Music-On-Hold (supports 4 sources; 3 internal/1 external)Hardware-based and Software-based data compressionRouter/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSecRemote Access Server
25 Universal slot interface (4) Ideal for Small Businesses Makes Both Capacity and Functionality Upgrades EasyUniversal slot interface (4)Up to 8 expansion modulesAs mentioned, the architecture of the new IP Office 500 is extremely flexible in how it can be built; customized for your specific needs. Avaya utilizes a small Smart Card and compact flash card for capabilities – small in size, yet powerful in capability. The ability to connect door phones, for example, that enable access to the building/premises as YOU determine. There is an external music on hold interface as well as the ability to support up to 3 internal message on hold announcements. Additionally, with the IP Office 500 you have the ability to connect to your PCs, and expansion to handle more employees by using the expansion ports connected to expansion modules.Smart Card for feature keyLAN/WAN (Ethernet)Compact Flash (Embedded Messaging, Music On Hold)External Relay controlExternal Music on Hold
26 Avaya IP Office 500 How Would You Like Yours? TAKE A LOOK UNDER THE HOODRange of interface modules:Base cards8 Port Digital Station2 Port Phone Station8 Port Phone Station32 Channel VCM Module64 Channel VCM ModuleVariety of Trunk ‘Daughter cards’Fit securely on top of a base card in the same slotSaves valuable real estate & cost4 Port Analog Trunk Module2 or 4 Port BRI* (4 or 8 channels)Secure ‘Smartcard’ for operation and LicensingA closer look at the customization of the IP Office 500 system. Based upon the architecture of the IP Office 500, the main unit is custom designed for your businesses specific needs.*Not available in North America
27 Avaya IP Office 500 Start With What You Need… And easily add as you growA range of expansion modules to add capacity as your business growsDigital handsets, analog devices (faxes, modems etc), analog trunksIP Office 500, similar to the IP Office 412 system, can grow as your needs require through the use of Expansion Modules. The IP Office 500 can accommodate up to 8 expansion modules supporting a variety of devices and endpoints.
28 IP Office 500 – System Capacities Control unit Extension Capacity32Digital Station (DS) Ports24Analog Phone (PHONE) PortsSystem Extension Capacity272Digital Phones only264Analog Phones onlyIP Phones onlyMax IP500 Trunk CapacityAnalog trunks (control unit / maximum)16 / 144BRI trunksT1/E1 trunks192/240SIP trunks128Maximum voice compression channelsMessaging & Conferencing capacityEmbedded Voic4Voic Pro30Conferencing64A closer look at the IP Office 500 system capacity summary.
29 IP Office Expansion Modules Detailed Information Back to Main MenuIP Office Expansion Modules Detailed InformationAnalog Trunks16 Loop/Ground Start (Ground Start available in US only) (includes 2 power fail circuits)Digital Station (DS)Avaya 2400 / 4400* / 5400 / 6400 series phonesAnalog TerminalsAnalog terminals / Fax / ModemInterfaces So8ISDN terminals / Group 4 fax / Video WAN 33 WAN ports X.21 / V.35 / V.24Note: WAN-3 does NOT use an expansion slotThe IP Office systems offers a wide variety of expansion modules. Based upon business needs, Expansion Modules can be added at any time.IP Office 412: up to 12 expansion modulesIP Office 500: up to 8 expansion modulesAvailable in North America only
30 IP Office as a Voice Platform Look More ProfessionalIntegrate ApplicationsThis section addresses IP Office used as a voice platform.
31 Agenda Intelligent voice communication solution IP telephony State-of-the-art telephonesDesktopWirelessThe section describes how IP Office is an intelligent voice solution, reviews IP Office system’s IP Telephony robust capabilities, and provides information on state-of-the-art telephones.
32 It’s a Voice Communication Solution Full telephony functionalityFunctions as a key system or IP PBXPRI/T1/EI, BRI, analog trunks and SIP2 to 360 extensionsAnalog, digital, IP and wireless endpoint supportUnified CommunicationsTwinning — between desk phone and external device (i.e. mobile phone) with call controlGraphical User interface for making & receiving calls on mobile device through IP OfficeVoice Messaging options including Voic to , Reading, Fax MessagingBuilt in hunt group and automatic call distribution (ACD)Alternate call routingStandard based networking (VoIP & QSIG)Robust IP Office NetworkingConference bridge — up to 64 parties simultaneously in many combinationsIP Office offers full voice functionality with a comprehensive list of features and benefits for the small or midsize business, including:PBX features — Caller ID, Call Forwarding, Conference Calling, Voice Messaging, Advanced Call Distribution and more.Key System features — Busy Lamp Fields that notify attendants and fellow workers of each employee’s phone status; Flexible Paging that allows attendants and employees to intercom the entire office or select groups; and Soft Interfaces that reflect the particular features of the incoming caller’s system, plus more. A variety of network trunk interfaces, including E1, T1, ISDN PRI & BRI, SIP, and analogue loop start (as well as analogue ground start in the US)— for comprehensive network connectivity. Support for a range of extensions, from 2 to 360 — sophisticated voice performance for the new and growing businesses. A variety of telephones including analog, digital (Avaya INDeX/DEFINITY®//MERLIN® MAGIX terminals), IP (hard and soft phones), IP Wireless, and digital wireless — the appropriate desktop or device phone for every need.Unified Communications - increase productivity, stay connected, enhance customer service levels.Voice Messaging – integrate messages into one location for easy access and management. Have messages read to you and reply to sender; receive faxes in your mailbox and forward to printerAdvanced Call Distribution (ACD) — incoming calls are directed to the best available person or messaging service, according to the company’s unique criteria (Ring modes available: Collective/Group, Sequential/Hunt, Rotary or Longest Wait/Most idle)Alternate Call Routing — ensures reliable handling of calls by selecting from analogue, digital or VoIP trunks.Q-Sig & H.323 VoIP Networking — standards-based multi-site networking to interoperate with other PBX systems (whether TDM or IP-enabled)IP Office Networking – network IP Office systems together enabling separate locations to operate as one. See fellow worker status availability, page across the network, and more. Single voice messaging systems offers simple administration, management, and message sharing.IPTerminalWireless TerminalDigitalTerminalISDNAnalogIPSIPAnalogT1/EIBRISIP
33 Avaya IP Office + LAN Switch Avaya IP Office + LAN Switch IP Telephony – LAN & WANAvaya IP Office offers:Integral H.323 GatekeeperIntegral H.323 GatewayAvaya IP Office supports DiffServ to enable QoS over the WANLAN Switch can set 802.1p on IP Office LAN portsSimplifies the deployment of new convergence technologyIP Office is also compatible with industry standard layer 2/3 switchesAlso complementary to Avaya Secure Gateways for securityAvaya IP Office + LAN SwitchThough IP telephones could be plugged directly into the IP Office system, for guaranteed performance on a busy LAN, we strongly recommend the use of layer 2/3 switch that can support QOS such as the Avaya Cajun range. Power over Ethernet is also available.IP Public or Private NetworkAvaya IP Office + LAN SwitchIP PhonesIP Phones
34 Telephones At-A-Glance Avaya IP Office - Analog Telephone supportAnalog Telephones and Fax machines (industry standard)InterQuartz* Analog phonesAvaya IP Office - Digital Telephone supportAvaya 2400, 4400*, 5400, 6400 and T3* series Digital TelephonesAvaya IP Office – IP Telephone SupportAvaya 4600, 5600, and T3* series IP TelephonesVPN Phones for remote workersAvaya IP Office – Screen phonesSupports Phone Manager PC SoftphoneAvaya IP Office - ISDN Extension supportSupport for up to 8 BRI loops for video-conference, Group 4 fax or ISDN terminalsAvaya IP Office – Wireless/DECT Telephone supportAvaya 3616, 3641, and 3645 Wireless TelephonesAvaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711*Avaya 3810*At-A-Glance, IP Office supports a wide variety of telephones based upon your business needs and wants, ensuring you can position the IP Office in many types of business environments. The Avaya Digital and IP hard phones range from a simple 2 button set to the executive set. They are both stylish and functionally very easy to use with the LCD display, fixed and programmable soft buttons for your most commonly used features. Analog devices such as single line phones, faxes and modems are supported and include the ability to send Calling Line Information to the analog display sets. Businesses that have warehouses or auto dealerships or any type of business that requires employees to ‘roam’ around will most certainly benefit from wireless technology. IP Office supports cordless telephony and also wireless IP. Full mobility can be attained using Phone Manager PC Softphone (with broadband Internet connection). With Phone Manager PC Softphone you can make and receive phone calls as though you were in the office. Other users can see you are connected even though you may be drinking coffee in a coffee shop that has wireless ‘hot spots.’ The IP Office has solutions for both full time remote workers, using the VPN Phone, and for workers who work remotely on a part time basis, using Phone Manager Pro and its built-in Telecommuter mode capability. A dedicated section on Unified Communications is located in this presentation.* Regional availability
35 Choice of Telephones Based on user profile research – “designed by and for users” “I just walk up to a phone in a lobby, store or common area, and require a simple experience.”Walk UpEveryday“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.”Examples: Customer, VisitorExamples: Engineer, AccountantExecutiveI 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.”Receptionist/ AssistantAvaya has a telephone for every kind of user in your business, including models designed for:Users in Walk Up areas such as lobbies, store room, or other common areas such as copy room/mail room.Everyday Users – those individuals that use a variety of devices for communicating and conducting business.Executives – those individuals that are telephone intensive and must always be connected.andReceptionists or Administrative Assistants – those individuals or groups of individuals whose responsibility includes getting incoming callers connected with the right person or department quickly. Users in this group also include department manager’s who need to have visibility into the availability of their co-workers.“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, ReceptionistExamples: Sales Executive, Banker, Lawyer, Project leader
36 Ideal for common areas as well as everyday users “I just walk up to a phone in a lobby, store or common area, and require a simple experience.”Walk UpProfileExamples: Customer, VisitorIdeal for common areas as well as everyday usersLobby, break rooms, warehouse, drop-in cubiclesDisplay with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, and more!Hearing aid compatibleWall mountableIdeal for use with Phone Manager for very basic Everyday profileTelephones for Walk Up areas – lobby, break rooms, drop-in cubicles –share common capabilities including display for showing caller information, and common fixed buttons for Hold, Transfer, Conference, and Volume just to name a few. Many of the telephones in this category are hearing aid compatible and can be mounted on the wall. These telephones could also be used by Everyday users with Phone Manager – the graphical user interface for handling calls.Telephone models include:2402540246025602T3 Compact** Regional availability
37 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, AccountantFor the casual telephone user with basic telephony needsOffice clerk, sales person, for small office or cubicle, retail locationLarger display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, Hearing aid compatible and more!Two-way speakerphoneSpeed Dial and Call LogHeadset supportWall mountableTo meet the needs for the Everyday user (someone who relies on telephones and other communication devices – , fax) larger display provide more caller details and support call logs and access to speed dials right through the display. The telephones include 2-way speakerphones and support for headsets enabling the user to be more productive and efficient.Telephone models include:2410541046105610T3 Classic** Regional availability
38 Ideal for the executive user with high calling volumes Executive ProfileI 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 leaderIdeal for the executive user with high calling volumesLargest display, including backlit models for improved contrastColor display model availableAdditional programmable buttons, greater number of speed dials and call log entriesIP phones web browser capableFor the Executive user with high call volumes, the even larger display panel provides the user with more phone interaction to access system capabilities including larger calls logs and access to speed dials, and many phones do provide web browser access. Many telephone models have backlit display providing greater contrast. The 4625 telephone has a color display.Telephone models include:24205420462146255621T3 Comfort** Regional availability
39 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, ReceptionistDesigned for receptionists, executive assistant or department managerLargest display, including backlit options for improved contrastColor display model availableEasy “one touch” access to many capabilities for efficient call handlingExpansion Module support for quick, at-a-glance status informationHeadset supportTelephones for Receptionist or Administrative Assistance expand upon those telephones for the Executive with the support of an optional adjunct. This optional adjunct provides ‘one touch’ access for quicker call handling and status information. Support for headsets enables this user to maintain productivity levels even during high call volume times.Telephone models include:2420 with EU245420 with EU244621 with EU24 BL4625 with EU24 BL5621 with EU24 BLT3 Comfort with DSS** Regional availability
40 Investment Protection 2400, 4400, 4600, 6400, and T3 Series All the features you need for efficient communications2400, 6400, & 4600 Series compatible withAvaya Communication ManagerMultiVantage systems4400 Series are compatible with MERLIN MAGIX® systemsT3 Series are compatible with Integral 52420Digital Telephone4620IP TelephoneEU24: Expansion module for 2420 & 4620Many of the phones that are compatible with the IP Office system have been leveraged from other Avaya solutions providing investment protection to you. Most of the 2400, 6400, and 4600 telephones that are available for the Avaya Communication Manager and MultiVantage Express systems can be used on IP Office. In N. America, many of the 4400 series telephones, originally used on the MERLIN MAGIX System, can also be used on IP Office; as can the T3 series telephones (both digital and IP) that were introduced in select European countries with the Integral 5system.4406D+Digital Telephone6424D+MDigital Telephone
41 Avaya IP Office Wireless / WiFi / DECT Options Wireless Hardphone OptionsAvaya 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 handsetMulti-line access, Caller ID, Hold, Message waiting notificationKeeps you connected all over your premises—where even cell phones won’tAttach a headset to the handset and enjoy hands-free mobilityAvaya Wireless Softphone SolutionProvides functionality of a desktop phone without wires or need for a separate telephoneAvaya Wireless IP DesksetUsing a D-Link Wi-Fi access point in conjunction with anAvaya IP desk phoneIdeal in areas where wiring is difficult (i.e. warehouses)Mobility is becoming increasingly important. With IP Office, there are many mobile solutions to choose from:For wireless mobility within your site, choose from digital wireless, IP wireless, or IP DECT solution.For wireless mobility across your network, including WAN, the IP DECT solution is available.For the remote worker or for workers traveling, the IP Office softphone –Phone Manager PC Softphone - is available.In hard to wire areas such as warehouses or between buildings, consider implementing the Wireless IP phone solution.
42 Avaya one-X™ Mobile Client for Small Business Make & Receive calls through IP Office 500 and your compatible mobile device providingCall ControlCost SavingsAvailable withSymbian Single Mode Version 4.0Windows Mobile Version 5.0Windows Mobile Version 6.0IP Office provides the ability to download software to compatible mobile devices. This graphical user interface software enables the user to make and receive phone calls through the IP Office system. This provides tremendous benefits to your company:Improved Customer Service – employees no longer need to (or should) provide personal mobile numbers to vendors, suppliers, or customers. This enables you to track all calls and productivity through the IP Office system, and capture all customer records. Capturing these call records is of particular importance in the event of employee/staff turnover.Call Control – the software enables the mobile device to leverage system capabilities such as transfer, hold, and conference. Valuable in conducting business even when away from the office.Cost Savings – since all calls are routed through the IP Office system, your facilities are utilized rather than that of the mobile device. This is illustrated on the following slide.
43 MobileWithout Avaya one-X Mobile Client = International Mobile CallWith Avaya one-X Mobile Client = Local CallWith one-X Mobile you can automatically take advantage of alternate route selection, SCN networking and corporate tariffs to realise cost savings. This illustration shows how calls from the mobile device are routed through the IP Office to another IP Office and out through the local network of the remote IP Office. In similar manner, depending on the destination of the called party, the call could have been routed through the first IP Office.PSTNIP Call
44 Roaming between Offices IP DECT with IP OfficeExtension TwinningWANIPEthernetIP DECT RFPHandoverMobility ManagementIP DECT technology, recently approved for use in N. America, offers you wireless technology on its own network. This dedicated IP DECT network ensures that voice traffic and data traffic are not contenting for bandwidth. IP DECT can be used in both single site and multiple site environments. Furthermore, users of IP DECT (when not roaming) can utilize the Phone Manager application for call control, speed dial, call history, and more.The IP DECT solution overview.IP DECT consists of Base Stations (also known as RFP – Radio Fixed Part) and handsets. These Base Station connect to the local area network and are available in both inside and outside (weatherproof) models. As the employee roams throughout the premise, the handset is determining the best Base Station and will ‘handover’ the handset to that Base Station. The seamless handover ensures that conversation continue without interruption to the call.The 3701, available in select regions, offers the following• Illuminated Graphic Display • Weight (140 gr.) • Loudspeaker (hands free) • 50 entry Name Directory • 10 number Redial List• 20 number Caller List• 10 Ringer Melodies• 8 LanguagesThe 3711 offers the above, with the following extras• Access to the IP Office Directory• Illuminated Keyboard • Headset Support • Text Messaging • 100 entry Name Directory • 20 number Redial List • 30 number Caller List • 30 Ringer Melodies • 12 LanguagesIlluminated Graphic DisplayLight Weight (140 gr.)Loudspeaker for hands freeName DirectoryRedial ListCaller ListRinger MelodiesMultiple LanguagesRoaming between OfficesDECT 3701/ 3711 Phone
45 Analog Phone for Hotels Back to Main MenuAnalog Phone for HotelsInterQuartz Voyager 9281Designed to meet the needs of the hotel marketA modem port for laptop connection10 non-volatile memories for personalised hotel facility direct dial access, i.e. reception, healthcentre, 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 overlayThere is also ample space for own branding to help ensure a truly corporate look for the telephoneMessage Waiting IndicationProgrammable feature keysQoS enabledA choice of powering methodsCompatible with Microsoft NetMeeting® collaboration softwareVoyager 9281Available in select countries, the Voyager 9281 is designed for the hospitality industry.
46 IP Office as a Messaging Solution Improve Customer SatisfactionWork From AnywhereIP Office enables staff to work from anywhere and can enhance customer satisfaction with its messaging offers.
47 Agenda Messaging options Messaging & Mobility Messaging & Customer ServiceMessage ManagementVoic toreadingRespond toFax messagingUnified Messaging ServiceNetworked MessagingIP Office offers a variety of messaging options – Voic Lite, Embedded Voic , and Voic Pro. This section reviews these messaging options and mobility needs, interaction of messaging with customer service, and the ability of Message Management. Message Management includes Voic to presentation, reading, Fax Messaging, and Unified Messaging Service. Networked Messaging options is also reviewed.
48 IP Office Messaging Options Embedded VoicAvailable for IP Office 500 systemVoic to presentation, Visual Voice, & more!Voic LitePC-based software solutionVoic ProPC-based scalable messaging solutionRobust Automated AttendantBuilt-in Call RecordingVoic to presentationProvides for advanced applicationsIVRText-to-Speech, including readingUnified MessagingEmbedded VoicVoic ProEmbedded Voic available for IP Office 500.Voic Lite is available for all models and offers basic messaging.Voic Pro, like Voic Lite, is software loaded onto PC and provides many inherent capabilities, plus the ability to add applications for IVR, Text-to-Speech, and Unified Messaging (synchronization with Exchange).Voic Pro can be networked to other voice mail systems.
49 IP Office Messaging Options Networked Voic SystemsNetwork Avaya voic systems into a single virtual systemCentralized VoicUtilize a single voic system to service multiple sitesIP Office Small Community Network using Avaya Voic ProMixed IP Office and Communication Manager network using INTUITY™ AUDIX® or Modular MessagingMany IP Office locations networked together can use a single Voic Pro system. Voic Pro messaging systems can be networked together enabling users to forward and broadcast messages. Additionally, the IP Office can be networked back to the Avaya Communication Manager and use the Communication Manager voice mail of INTUITY AUDIX or Modular Messaging.IPVoic Pro
50 Embedded Voicemail Embedded Voicemail 4 ports & 15 hours storage Visual VoiceSimple AnnouncementsSub-menus within Automated AttendantMessage Forwarding with Pre-PendingCall-Back Sender (Caller ID required)Fast Forward, Rewind & Skip3 Voic Reception Destinations (Personal Attendant)Fax Tone Detection & RoutingVoic to presentationEmbedded Voic can be used with the IP Office 500 system and provides for 15 hours of voic storage. The Embedded Voic includes Automated Attendant for efficient call routing, message forwarding with comment, and, with Caller ID, allows the mailbox owner to call back the sender of the voic message through the intuitive touch tone interface. Each mailbox can have its own personal attendant programmed enabling the caller to leave a message or reach an alternative destination seamlessly through the touch tone instructions. Once a voic message has been left in the mailbox, it can be sent to an Inbox as a .wav file attachment. This enables the user to save the message to a folder or other alternate location for future reference.
51 Simplifying Message Handling Visual Voice Context sensitive keysGuides the user through the voice ‘menus’Minimizes trainingAvailable on all large screen phonesVisual Voice allows the employee to easily access & control their voice messages via the display of digital and IP phones. The context sensitive display guides the employee through the available message options.
52 VoiceMail Pro Standard Capabilities Scalable to 30 portsFlexible Multi-level Automated AttendantPersonal numbering with remote controlMultiple personal greetingsPersonal distribution listsSophisticated call queuingEstimated Time to Answer and Position in QueueRemote Queuing for distributed groupsMultiple language supportCascaded Out CallingVisual VoiceVoic Pro standard capabilities include:Scalability to up to 30 portsExtensive Automated AttendantPersonal greetingsCall queuing announcements for call center environments including keeping the caller informed by announcing theirEstimated time to call answerPosition in queueRemote Queuing for distributed hunt groups spread across networked IP Office systemsCall recording…to name a few.
53 VoiceMail Pro Automated Attendant Offers back-up to human operators during high traffic or out-of-hoursDial by name: Dial the extension/department they require by their nameDial by number: Dial the extension/department they require by their extension numberListen to announcements or informational messages (e.g. opening hours,directions)Easy to set up intuitive Windows interface (import / export)At its most basic, Voic Pro Manager provides automated attendant functionality—helping busy operators, and providing information to customers via recorded messages while they route to the appropriate extension. This includes a simple configuration suited to your particular company—such as “press 1 for sales, 2 for service, or 3 for the operator”—that either answers all incoming calls or serves as the primary backup for a live operator during high-volume periods.Voic Pro can also transfer the call to an external destination if required (e.g. transfer to mobile for out-of-hours support for example).Voic Pro offers dial by name where callers simply dial the name of called party using the phone keypad. When there are more than 10 entries in a search result from the Dial By Name directory lookup, the caller may reduce the results list by entering additional digits.
54 VoiceMail Pro …Much More Than Voicemail Customer ServiceCampaign ManagerCall RecordingContact Store - Search & Replay of RecordingsText-to-SpeechInteractive Voice ResponseMessaging & MobilityAutomated AttendantUnified Messaging - Synchronization of s & voic sFax Messaging & forwardingReading - Text To SpeechNetworked Messaging - Forward voic s to external systemsCentralized VoicAvaya IP Office Voic ProVoic Pro adds significant value to Voic Lite with increased capacity and refined services. Businesses with growing needs can scale up to 30 simultaneous calls. Every business can take advantage of the Voic Pro Manager. A powerful voice processing system with an easy-to-use graphical interface, Voic Pro Manager enables key productivity-gaining tools like integrated voice and messaging, and auto attendant. Additional capabilities such as fax messaging, reading, and reply to enhance staff productivity and enable users to stay in touch with callers even when away from office.Call recording can take place automatically or manually. Voice recording for emergency / training purposes is available. Recordings can be sent to a mailbox or to a library for easy search and replay of the recordings at a later time. Should a recording be sent to a mailbox, if that mailbox has programmed Voic to presentation, that the voice recording could arrive in the Inbox as a .wav file.For recording of ALL voice calls for legal purposes, we recommend a dedicated external solution.
55 VoiceMail Pro Always In Touch With Your Customer alert/message at homeSMS alert on your GSMalert/message on the roadISDNIncoming CallVoic ProVoic Pro answers the call on no answerIP Office Voic ProVoice mail is an integral part of any customer relationship management strategy. When you offer the option of leaving a message, you’re providing an after-hours or peak-calling-period alternative for customers who don’t have time to wait—either today, or until tomorrow.When you give employees and suppliers the opportunity to relay time-sensitive information securely and access it at any time, your business becomes more proactive and productive. When your people are better prepared and responsive, your resources are better utilized, and your customers know they can depend on you.Choices of voic notifications (Phone Manager, LED, or SMS) means you never miss important voic wherever you may besynchronization with Unified Messaging ServiceVoic Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® Voic —supports mailbox control via Phone ManagerIn the Office:LED on your terminalAlert on Phone Managerwithin Outlook
56 Unified Messaging Service New Messages!Priority MessagesSearching for messages wastes valuable time—so Unified Messaging Service creates a single point of management for and voice mail messages. An optional application for Voic Pro, Unified Messaging Service provides synchronization between voic messages and Inbox, and is compatible with any IMAP4 mail client. Unified Messaging gives users the convenience they need to spend less time retrieving messages and more time acting on them.Read MessagesUnified Messaging ServiceSynchronization 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
57 Unified Messaging Service Web Browser access to Voice Messages Unified Messaging Service also provides web browser access to voic messages based on integration with any IMAP4 compatible mail client. Recognizable icons show new or saved messages. Voic messages accessed via a web browser can be deleted, filed, marked as read/unread, and forwarded to other IP Office users and networked IP Office systems.Voic to presentation: Presentation of voic to (alert/copy/forward but no synchronisation) offered free-of-chargeUnified Messaging Service: optional, synchronization and web browser access.Fax messaging: Can be provided via an ISDN fax server (connected to IP Office via the S08 expansion module), a fax server with analog modems (connected to IP Office via the Phone module) or via a fax service from an Internet Service Provider (ISP).Unified Messaging ServiceSpecific features available when message selectedSaved messages have disk IconClick on the Message to Listen via Phone or Windows Media PlayerFax MessagingExternal fax server via analog modems or basic rate ISDNAutomatic fax detection and routingAlternatively fax messaging service hosted by ISP
58 Email Header Information: VoiceMail Pro answers the call on no answer Enhance Employee Productivity IP Office Voic Pro – “Listen To ”Header Information:Press 0 to listenPress # for next messagePress *3 to deleteIncoming CallSMS alert on your GSMListen ToVoic ProNetworkNetworkalert/message on the roadVoic Pro answers the call on no answeralert or message at homeChoice of voic notifications (Phone Manager, Message Waiting Lamp, or SMS) means you never miss important voic s wherever you may be.Text to Speech (TTS) potential applicationsListen to Adds flexibility and speed to your responsesReply to Allows you to respond to just read to you. The sender of receives a .wav file attachment in their Inbox.IVR: Text to Speech can also be used to playback database information to the callerIn the Office:LED on your PhoneAlert on Phone Managerwithin OutlookImportant messages receive prompt attentionIncreased employee productivityIncreased mobilityKey Business BenefitsChoice of voic notificationsReply to with voice message
59 Public or Private Network Back to Main MenuNetworked MessagingBetween Voic Pro systems, users canrecord & send voic slisten & forward voic sAlso enables message transfer to other Avaya messaging platforms through Avaya Interchange®/S3210/S3400Easy implementation and integration with existing messaging platformsImproved handling of calls with customers and suppliersIncreased employee productivityKey Business BenefitsAvaya IP OfficeAvaya IP OfficePublic or Private NetworkOverview of Voic Pro in a networked messaging environment giving the benefit of recording, sending, listening, and forwarding messages between Voic Pro systems and with other Avaya messaging platforms.Leaves message for ext. 3000Ext. 3000IP OfficeVoic Pro ServerExt. 2000IP OfficeVoic Pro Server
60 IP Office as a Conferencing Solution Host ConferencesIP Office offers a unique conferencing capability.
61 Agenda IP Office Conferencing Secure audio conference calls Reduce – even eliminate – conference servicesSchedulerWeb ClientViewChatVoteWhisperThis section reviews the conferencing capabilities of the IP Office and provides information on how IP Office provides a secure audio conference. To enhance the audio portion of the conference call, IP Office also offers a visual component for scheduling conferences and the ability to push presentations to participants through the web client.
62 IP Office Conferencing Please enter your PIN codeLondon OfficePurchasingManagerVoic ProISDN T1 / E1 / IPNew York OfficeSupplierIP Office conferencing capability:IP Office up to 64-party conference (or 21 x 3-party conference or 10 x 6-party conference, etc…)IP412 - up to 2 x 64-party conference (or 42 x 3-party conference or 20 x 6-party conference, etc…)Conference calls can be set up traditionally, by using the Conf button on telephones or through the Phone Manager application for users. It is your choice. For larger, in house conference calls, users can dial a Short Code to join a specific ‘conference bridge’ (also known as a Meet-Me Conference). Each user on the system may have an individual ‘bridge’.Maximum capacity requires as many digital trunks (E1 or T1) as there are external parties on the call.Maximum of 2 external parties if they are calling using analog trunks.Home WorkerSales DirectorMobile WorkerNo 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
63 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 securityOption to transfer to the Operator (should the caller encounter difficulties)Routing calls to conference based on Time & DateCLI/ANI checking for advanced securityRecording of conference calls for replay or absent participants (as WAV files)Voic Pro complements the built-in meet-me conference bridge facility on IP Office by adding:Guidance prompts to inform callers (e.g. select a conference from a menu)PIN codes for securityOption to transfer to the Operator (should the caller encounter any difficulties)Routing calls to conference based on Time & DateCLI/ANI checking for advanced securityManual recording of conference calls for replay or absent participants (as WAV files)For conferences that are regularly scheduled, Voic Pro can have pre-programmed Call Flows for weekly conference calls e.g.: every Tuesday between 2pm and 5pm using PIN code 1234.
64 Real time conference supervision and control Conferencing CenterWeb-based Reservations*Confirmation*Voting*Presentation area*Soft ConsoleWeb BrowserReal time conference supervision and controlReal time conference supervision and controlGuidancePIN codesConferencing Center:Management through Schedulerschedule conferences for a future date and timenotifications sent viaAudio control for the HostSpeak & Listen privilegesListen onlyModify privilege during conferenceHost can push presentation to Participants’ desktopSoftConsole ability to set up an Ad Hoc Conferencepointing and clicking BLF namesphoning external delegatesVoic ProIP OfficeIP Office 412 = 2x64 PartyIP Office 500 = 64 PartyPublic/Private TDM/FR/IPDue to the inherent conferencing capability of IP Office 412 and IP Office 500, you may minimize or even eliminate the need to rent conference bridges from a Service Provider.As previously mentioned, dial in prompts and PIN codes for security are provided with Voic Pro.To enhance the audio conferencing capability, the IP Office also offers the Conferencing Center option. There are 2 components of Conferencing Center:SchedulerWeb ClientThe Scheduler allows the host to set up a future conferenceDelegates are automatically notified bycan include CLI and PIN checkingThe Web Client is used during the conference by both the Host and the ParticipantsHosts have the ability to change delegate status - Listen Only, Speak & ListenHosts can ask questions to the participants. Participants can reply. Results are shown on the screen and ed to the Host at the end of the scheduled conference.Conference Center conference reports are also available providing information such as when specific participants joined and left the call.SoftConsole, the GUI application for the main answering point, has the ability to set up an Ad Hoc Conference by pointing and clicking at names on the BLF & phoning external delegates. Internal participants receive a phone call allowing them to Accept or Decline the invitation.Phone Manager application provides the ability for users to book conferences within Conference Center application.Increased employee productivityImproved handling of calls with suppliers and customersBenefits
65 Documents viewed after Upload using convenient convert tool Host can modify participant status to “Listen only” or “Speak & Listen”Web chat & voting communication with conference hostWeb Client Host screen –Upload documents to push to participants’ web clientAbility to Chat with participants.Ability to Ask questions and allow participants to reply.Ability for Host to change status of participants -> Listen Only, Listen & Speak, Mute all with one click. Particularly helpful for participants that are calling in from mobile phones.Status shows individuals:Listen privilegesSpeak & Listen privilegesWeb client presence
66 Conferencing Center Web Scheduling and Address Book Back to Main MenuConferencing Center Web Scheduling and Address BookEasy Conference set up with intuitive Scheduler interfaceSave Conference Templates to reduce time when booking recurrent conferencesLocal address bookInternal contactsExternal Contacts (external users on IP Office system directory)My Contacts (personal contacts for regular used participants)The Conferencing Center Scheduling interface is used to set up and schedule conferences. For recurring conferences, a template can be created and recalled. The local address book is accessed for easy selection of participants.
67 IP Office Productivity Applications Work From AnywhereConnect FasterImprove Customer ServiceControl CostsImprove Employee Work/Life BalanceIP Office offers a variety of productivity applications that, among other things, allow staff to work from anywhere enabling employees to connect faster with colleagues, suppliers, vendors, and customers; improve customer service, control costs, and improve work/life balance.
68 Agenda Unified Communications for Small Business Desktop communications solutions for staffPhone Manager LitePhone Manager ProPhone Manager PC SoftphoneDesktop communications solutions forReceptionists & OperatorsSoftConsoleThis section discusses IP Office Unified Communications functionality and intelligent desktop applications are designed for staff workers – both those working on site and those working remotely – as well as for receptionist or main operator position.
69 Your Business Challenges Keeping ProductivityHighCuttingExpensesEnsuringResponsivenessRecruiting & RetainingThe Right PeopleAt a high level, there are four areas that most small businesses concern themselves with:Keeping productivity high is critical to you being successful in today’s market place. You’re likely to be competing with many other small businesses and even larger competitors, so enabling your people to be as productive as possible is so important.Expenses are something that every small business pays a lot of attention to, and finding ways to reduce or even eliminate expenses altogether is often music to the ears of most small business owners. We’ll talk about ways in which the Avaya solution can do just that.Related to productivity is the responsiveness – you may have employees who travel or are out of the office on a regular basis. Are they inaccessible when they are out of the office? What does that do to your customer service? Your decision-making, and the speed with which you do business? Those are two areas that the UC solution for Small Businesses address.And finally, recruiting and retaining the right people – with the emphasis on the “right” people – is always a challenge for small businesses. Are you offering up the right kinds of compensation and work environment to allow you to keep your best people and attract the most qualified talent? We’ll show you how the Avaya solution can help with that.Now, let’s look at each of these in a little more detail.
70 Did You Know? Facts About Productivity, Savings and Employee Loyalty Flexible Work ArrangementsReal Estate CostsEmployee Loyalty & MoraleBusinesses lose $2K/year per employee when they feel obligated to be in officeRemote workers save businesses an average of $5K/year in facilities costsFlexible schedules ranks higher than compensation for most employeesFull-Time TeleworkersCommuting Hurts ProductivityEnvironmental ImpactLet’s talk about a few facts that you may not necessarily be thinking about, which could potentially have a huge impact on your business.Flexible Work ArrangementsOn average, it costs your business about two thousand dollars per employee, per year in productivity when your employees come into work when feeling sick or stressed. In a 25-person firm, that’s $50K in productivity costs. It’s a condition known as “presenteeism”, and it affects every business. When someone is stressed about something at home – it could be elder care, it could be a child with a cold, a minor emergency in the home – they’re not fully focused on their work. Enabling them to work from home – with the same level of responsiveness and accessibility – can help to prevent that lost productivity.Real Estate CostsBy enabling people to work from home, full-time, you can save up to $5000 in office space, desk, electricity, etc. Think of the costs you can save if you want to expand your workforce? And that’s not to mention the moving costs you can incur if you need to move to larger office space – which can be anywhere from $5,000 to $250,000.Environmental ImpactsResponsibility for the environment is something that’s becoming more and more important to business and the world in general. Allowing for remote working, even one day a week can save 78 gallons of gas a year for your employees, and over 1,000 pounds of carbons. A full-time tele-worker reduces carbon emissions by over 5,000 pounds per year.Full-Time TeleworkersWorking at home can save your employees up to $11,000 per year in a variety of costs such as gas, tolls, wear and tear on their car, meals, dry cleaning. That’s great for the employee – and it translates into an equivalent salary of up to $16,000 a year. But that also benefits you, as the business owner. That’s a strong employee retention message to send to your employees.Commuting Reduces ProductivityThink about it: 40-minutes in the car, to and from work, is time that employees could spend working if they didn’t have a commute. 8 weeks a year. Even if you realized a fraction of that – say, two weeks worth – that’s a significant uptick in productivity for that employee.Employee Loyalty and MoraleEmployees want flexibility. Studies show that having the ability to be in a flexible work environment is high on the list of things that employees want. They’ll stay at a company because of it. They’ll move to a new company because of it. It reduces stress for them, helps them balance work and family responsibilities. It increases their loyalty to you, and you can attract and retain the best employees.In short, there are a lot of reasons why unified communications should be important to your business. It helps in all the areas that I just mentioned above.Now, let’s review what Unified Communications is…Remote workers save $2.5–$11K per year; up to $16K in salary per yearAverage daily commute of 40-minutes equates to eight working weeks/yearWorking home one day a week saves 78 gallons of gas per year70
71 What is Unified Communications? Speaker NotesWhat is Unified Communications?Be reached anytime, anywhere you want to be reachedAt a high level, Unified Communications is about allowing communications to happen where and when you want it to happen, using the device that’s most appropriate at that time and in that place. You may be walking through an airport. You may be in a taxi. You may be working at home because of severe weather or some minor emergency at home that makes it difficult or impossible to reach the office. You could be at a client’s site. You may be in the office.Unified communications allows you to use the device – your mobile phone, your home phone, office phone, – to communicate with your customers and your colleagues.And it’s all with the express purpose of allowing your people – ALL your employees – to be as productive as possible, to keep costs in check, and to make sure that you are serving your customers to the best of your ability. That’s the reason for unified communications. You need to be able to stay in touch, be responsive and accessible no matter where your employees happen to be. That’s your differentiating factor.Unified Communications is the solution that helps you do just that. Now, let’s take a look at the specific Unified Communications for Small Business solution. This is what’s relevant for your business…Communicate using the most appropriate deviceBoost productivity, efficiency, customer service7171
72 Unified Communications (UC) For Small Business A Unique and Powerful Solution that…Delivers Real-Time ResponsivenessHelp Ensure Non-Stop ProductivitySo, let’s talk about what the Unified Communications for Small Business can do for your business.First, it helps deliver real-time responsiveness. When your sales or service people are out on the road, are they difficult to reach? They don’t have to be. You can give your customers a single number – their sales person’s office number, for example – and when they call that number, your sales person gets the call, no matter where they are. We’ll talk about how that happens in a moment.Second, the solution helps enable non-stop productivity in the event of things like snowstorms or other occasional reasons your employees can’t get into the office. They might have a child who is sick and needs to stay home. They themselves might be feeling a bit under the weather, but well enough to work. Better that they stay home rather than coming in to the office and getting others sick.And finally, the Unified Communications for Small Business solution enables you to hire full-time teleworkers, and give them the same exact communications experience as your office workers have. They’ll have an Avaya phone at their home office desk, and they’ll get and receive calls from customers and colleagues, etc.Let’s talk about these in more detail on the next couple of slides….Enables Full-Time Telework
73 Doesn’t Have to Mean Out of Touch Delivers Real-Time Responsivenessto Employees & Customers, Wherever They AreOut of the OfficeDoesn’t Have to Mean Out of TouchMissed calls, phone tag,voice mailEmployees receive all calls at their desktop and mobile phone simultaneouslyEasier for customers to reach key employees with just one number to callCustomer satisfaction & loyalty increasesDeals close faster to improve win rateSlow decision-making,frustrated customersIf you’ve got mobile employees, you know the issues: missed calls, phone tag, voice mail that languishes until that person gets back into the office or access the voice messaging system remotely. This kind of scenario can also make for slow decision-making and frustrated customers when they can’t get in touch with their sales or service person. Worst of all, it can mean you lose a deal and revenue. Customers have a lot of places to go for their service today, and if you are unresponsive, they can often try another vendor.But being out of the office, doesn’t mean your sales/service people have to be out of touch. With the Unified Communication for Small Business solution, calls to your mobile associates ring simultaneously at both their desk phone and any other phone – most likely their mobile phone. So whether they are in the office or out on the road, when a customer calls, they’ll receive the call and have the ability to respond.Customers will be less frustrated, their loyalty will increase and things can happen faster when someone is there to respond quickly.Missed transactions,lost revenue
74 Real Time Responsiveness Reduce risk of missed calls & lost revenue When your desk phone rings, so does your mobile phoneTransfer from mobile to office phone and not drop the callReduce mobile phone charges and leverage IP Office featuresSingle place to pick up all voice messagesFor your mobile employees, their calls are “twinned” on their desk phone and another designated phone. In other words, when a customer calls the employee’s desk phone, it rings there, but it also rings on their mobile phone at the same time. They never need to miss a call when they are out on the road.It also means that when their colleagues look to see if they are “onhook” or “off”, they’ll be able to see that they are on the phone. It makes it easier for associates to reach each other when they are free to talk.Another nice feature of this capability of the solution is that if you are on your mobile phone and return to the office, you can seamlessly move from the mobile phone to the desk phone, potentially cutting down on mobile phone bills.This also means that if for some reason the mobile associate can’t answer their phone, the IP Office system takes the voice message from the customer – which means that the sales person has only one place to pick up messages from for greater efficiency.
75 Mobile Twinning Mobile Twinning alerts user while out-of-office Works with any external telephone (e.g. cell/mobile phone, home phone, etc)Calls alert at both devices when office number is calledCaller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordinglyOffice PhoneCallerMobile Twinning allows a user to twin their office desktop phone with an external device such as their mobile/cell phone. If the Service Provider allows it (not all do), IP Office will be able to be transparent & pass on the original Caller ID so that the user can respond accordingly. If not, a default number can be sent out.Keep employees in touch even when they’re away from their deskOffers ONE number approach for easy contact anywhere, anytimeReduce costs by leveraging your existing mobile infrastructureBenefits
76 on his Mobile/Cell phone Mobile TwinningUser answers callon his Mobile/Cell phoneWorks with any external telephone (e.g., cell/mobile phone, home phone)Calls alert at both devices when office number is calledCaller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordinglyBLF shows Busy even if answered on Twinned external phoneFollows IP Office call routing (e.g. voic ) if call not answeredOffice Phone shows Busy for userCallerThe user will be able to answer on either his office phone or the external one and in both cases the user will be seen as busy on a call (BLF will show as busy).If the call does not get answered, the caller will follow IP Office routing, such as voic .The user cannot access PBX features on the mobile/external phone when answering a twinned call. However if the user picked up the call on his cell phone, he/she could walk to his/her desk and pick up the twinned call by pressing a key or entering a short-code on his office phone.Keep employees in touch even when they’re away from their deskOffers ONE number approach for easy contact anywhere anytimeReduce costs by leveraging your existing mobile infrastructureBenefits
77 Mobile Twinning User picks up twinned call on his Office phone Caller Works with any external telephone (e.g. cell/mobile phone, home phone, etc)Calls alert at both devices when office number is calledCaller ID can be passed to external device (if allowed by the Service Provider) to greet caller accordinglyBLF shows Busy even if answered on Twinned external phoneFollows IP Office call routing (e.g. voic ) if call not answeredUser can retrieve twinned call by pressing key on office phone to save call costs & access IP Office featuresUser picks up twinned call on his Office phoneCallerIf the call is answered on the mobile device, the user can walk back into the office and continue the call on their IP Office telephone by simply pressing the button on the telephone and ending the call on their mobile phone.Keep employees in touch even when they’re away from their deskOffers ONE number approach for easy contact anywhere anytimeReduce costs by leveraging your existing mobile infrastructureBenefits
78 Mobile Call Control If answered on remote device, the user can Place caller on holdTransfer caller to another extensionToggle between callsSet up conference callsCall Record (with Voic Pro)IP Office 500ISDN or SIP trunksIf the call is answered on the mobile device, with the IP Office 500 system and digital or SIP trunks, the mobile device does have access to IP Office system capabilities such as placing callers on hold, transferring the caller to another extension, toggling between calls, and setting up conference calls. Additionally, with Voic Pro, the mobile phone can even record the conversation to the IP Office. Mobile Call Control streamlines call handling when out of the office and improves customer service by being accessible to other colleagues, suppliers, and, most importantly customers. Overall, caller frustration is reduced and business continues even when away from office.Call control on the mobile deviceImproved customer service and collaborationBenefitsCaller
79 Be Prepared When It Does Helps Ensure Non-Stop ProductivityEven When Employees Can’t Get Into The OfficeAnything Can HappenBe Prepared When It DoesSevere weather, stormsEmployees communicate when they can’t get into the office, increasing productivityHome or mobile phone, PC & Internet connection is all that’s neededImproves customer service and employee moraleReduces stress, positive impact on environmentEveryday life (minorillnesses & emergencies)But what about your office workers – what happens when something unexpected happens and they can’t make it in to the office. Does it mean they are totally unproductive? For many small businesses, the answer to that is yes. It could be a severe weather. It could be one of those everyday events – a small emergency around the house, a child who is sick and has to stay home – that prevents that person from coming into the office.And even if they do come into the office under those circumstances, they will likely be stressed and not as productive as they could be.But knowing that anything can happen, the UC for Small Business solution prepares you for it. With this solution, everyone in your office has the ability to turn their home phone – or any other phone for that matter – in to their office phone. With just an Internet connection, their PC and a home phone, they will get and receive calls and have all the same communications functionality as they have in the office – with no special hardware needed at home (just their home phone).Offering this kind of flexibility can also be a major morale booster for employees. It reduces stress and also has a positive impact on the environment.Feeling pressure toreturn to work
80 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 callsTransfer, forward, holdConference callsSpeed dialingCall historyPresenceTo provide the non-stop productivity we’ve been talking about, the Unified Communications for Small Business solution provides an intuitive graphical user interface for your employees’ PCs that provide all the call control for whatever phone they are using.Calls to their office number are re-directed to their designated phone, and the employee controls them through the interface on their PC. They can transfer calls, conference in others, use their speed dial, see call history, and even the “presence” of the other people in the office. For instance, they can see who’s on the phone and who’s not; who’s out to lunch, etc.In short, with this call control interface on their laptop, they can get all the same calling functions they get in the office – and you’re customers will never know that they worked from home that day.
81 Information at your Fingertips Phone Manager Pro Separated tabs for In, Out and Missed callsMultiple speed-dial/BLF iconsScreen-pop of contact management applications (e.g., Microsoft™ Outlook)Voic Pro message controlQueue monitoring of 2 groupsSimple Incoming call scripting (useful for informal call centres)Time on call19 languages on individual user basisPersonal directoryDistinctive ringing (via WAV file)Dialing from contact recordsSimple creation of contact records (add to Personal Directory, Microsoft Outlook)Compact ModePhone Manager Pro builds on Phone Manager Lite to add further productivity to your staff:Speed-dial/BLF: increased capacity to monitor status of local/remote users or call external numbers.Screen pop: Integration to contact management packages like Microsoft Outlook allows quick access to their contact details/customer profile. This allows a more personalized customer service.Voic Pro control: Offers visual voicPersonal directory: Allows preview dialling, CLI-name matching as well as distinctive ringing via specific WAV files being played based on caller’s CLI.ACD-working: Specific agent states (Logon /Busy Not Available/ Busy Wrap Up) can be easily activated from Phone Manager Pro for real-time reporting on Compact Contact Centre (see Contact Centre section for more info).Queue monitoring: The number of call waiting can be graphically visualized on up to 2 groups.Simple scripting: Based on the CLI, a text file can be displayed to remind the user/agent of a specific message (e.g. welcome prompt).Easy contact records entry: Just right click to add the caller’s number (CLI) to your Outlook contacts, your speed-dial/BLF or personal directory.Time on call: The time on call can be displayed to allow users to monitor their time on calls and reduce call costs.Door entry control: The user can remotely activate one of two relays connected to IP Office (e.g. open door or switch on coffee machine).Increased Speed-dial / BLF capacity
82 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 remotelySet & modify Out Calling settingsVoic Pro mailbox controlListen, rewind, fast-forward, save, delete…Modify your personal settings – where calls are diverted to.Set & modify the Out Calling settings – when messages are left in your voic box, program what number to be alerted on and the schedule for alert notificationEasy voic playback:Plays your voic through your terminal and allows the user to easily rewind/fast-forward/save their voic s.In addition to time & date, the voic box shows at a glance information relating to each voicInternal calls: Shows user name + extension number.External calls: Shows CLI number + name if the CLI is recognized in the system/personal directory.
83 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 recordsDirectory in Phone Manager also allows:Name matching with CLI numberDistinctive ringing (via WAV file)Simple incoming call scripting (useful for informal call centers)Phone Manager Pro adds further productivity to your staff:Preview dialling from the IP Office directory, the personal directory, Microsoft Outlook or another TAPI application means times saving + No more misdialled numbersScreen pop: Integration to contact management packages allows quick access to their contact details/customer profile. This allows for more personalized customer service. Contact management packages such as Outlook 2003, Goldmine, and Maximizer.Create a distinctive PC ring with a specific caller identification to better prepare you for greeting.Associate a script with an incoming call reminding you of previous conversation or promotions or specials to discuss with the caller.
84 Think Outside the Cubicle Enables Full-Time Teleworkso Employees Communicate Like They’re in the OfficeThink Outside the CubicleHome calling expensesare risingFlexibility to employ the most qualified workers wherever they are locatedAvoid office moves / expansions and saveBoost loyalty and morale with a flexible, productive work environmentKeeps home calling expenses in checkExpanding workforcemeans larger office spaceDo you currently have remote or home workers? If so, then you likely receive calling expense bills from those employees. And those costs are continuing to rise and are variable every month, so you can’t always plan on what those costs will be. And if you want to grow your business – which most small business owners want to do – does that mean you’ll need to expand your office space, or even move to another building? What will that cost you? And finally, would you benefit by being able to hire someone from any where, rather than someone who is right for the job, but located beyond a normal commuting distance to your office? You might want to hire someone in a different time zone to take care of customers in that region.It’s time start thinking outside the cubicle. You don’t need to hire people who are within commuting distance. You can hire the “right” person and provide them with the tools to communicate seamlessly. I’ll show you how that’s done in a minute.The main point here is that you can equip remote/home workers with the tools to communicate efficiently. You can avoid expensive office moves. You can often avoid calling costs altogether – if your home worker already has an Internet connection, they’re set. All calls go through your IP Office system, not their local service provider.Qualified labor pool islimited in local area
85 Employ Qualified Home Workers VPN phones improve communications, cut costs Provides home workers with same functionality as workers in the officeSave on residential calling costs; reduce/eliminate reimbursementsMonitor and track calls and productivity of remote workersNo remote VPN device requiredExpands full-time & seasonal labor pool to virtually any geographic locationAvaya IP Phone with VPN Software at remote locationRemote/home workers benefit greatly by having a VPN phone (phone sold separately from the VPN software included in the Unified Communications for Small Business solution). First, it provides a secure link into the IP Office communications system in your office. So, with just an Internet connection at their home, an Avaya IP phone with the VPN licenses on it (these licenses are included as part of the UC for Small Business solution), and a VPN gateway back at your office, your remote workers are set. Your remote employees don’t need a separate VPN device at their home office, saving on equipment costs.No more calling cost expenses from your remote workers. And if you need to add new remote workers, simply provide them with the Avaya IP Phone with VPN licenses and they are ready to go. You can avoid moving costs or simply the cost of office space for that employee.Some business owners are concerned about how they can maintain control of their employees when they work from home. With an Avaya IP Phone, business owners can get access to calling records to track who is being called and for how long.This ability to offer full-time remote working means that you can hire the right people in the right location. Do you need someone two time zones away, to handle early morning or evening calls? Enabling remote working allows you to do that.
86 Unified Communications ‘A Closer Look’ Mobile EmployeesPart-Time TeleworkingFull-Time TeleworkingNo VPN device needed at remote site.Only cable/modem provided by ISP.Easy set-up!Mobility & Call ControlTelecommuter ModeVPN PhoneHouseholdRouterHouseholdRouterUnified Communications for Small Business enables:Mobile employees to be accessible and handle calls leveraging important IP Office functionality through their mobile phone (e.g. hold, transfer, conference, toggle)Part-time teleworkers to remain productive and accessible even in the event of the unexpected.You to employ Full-time teleworks expanding your labor pool and reducing real estate expenses.INTERNETPSTNApplication Notes & Tech Tips available for many popular VPN Gateways
87 Why You Need To Consider Unified Communications Ensure Non-Stop ProductivityReduce Costs Retain & Recruit Talent from AnywhereKeep Them Connected Wherever They AreEnsure all employees can turn their home phone into their office phone whenever they cannot physically get to the office. Storms or illness don’t get in the way of making business happen.Full-time telecommuters can have a secure home office solution by adding a VPN phone*When location doesn’t matter, access to talent moves from zip code to globe.Mobile employees will get their calls instantly bridged from the desk to cellular for instant responsivenessYou need to consider Unified Communications for Small Business to:Ensuring non-stop productivity when unable to make it into the officeReducing real estate costs, expand your talent pool, offer work/life balance for staffKeeping associates connected wherever they are for increased responsiveness* 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.
88 Desktop Communications Solutions Simplifying access to communications via PC-based interfacesPhone Manager LitePhone Manager ProSoftConsoleBoth the Phone Manager application for staff workers and SoftConsole application for operators, simplify call handling and provide valuable information at a glance such as a busy status, do not disturb status, and voic message indication.
89 Phone Manager Lite Personal productivity tool Included for ALL usersFREE!Phone Manager LitePersonal productivity toolControl your analog, digital or IP phone from your PCConference,call recording,account codes…CLI/name display (whatever terminal you’re using!)Call history (incoming and outgoing): just double-click to call backPhone Manager Lite adds productivity to your staff:CLI/Name: See who’s calling you before you even even answer and allows a more personalized customer serviceTelephony features are easy to use (just a mouse click away rather than a complex series of codes to enter)Preview dialling from the IP Office internal & external directories saves time and misdialled numbersPersonal Call logger keeps a record of all your received, dialled and missed calls. Double-clicking on any item calls the highlighted number back in order to return a missed call or to redial a previously called or received number.Speed dials / BLF: Allows you to see at a glance who’s available to take a call, who’s already on a call and who’s placed their phone on ‘Do Not Disturb’.Park slots: 4 call park areas (which can be shared between users and operators or within a department) add further ease when transferring a call.Call tag: In addition calls can be ‘’tagged’’ with text (e.g. to enter the caller’s name or describe the nature of the call). This enhances customer service when transferring a call.Account code entry, call recording & conference are now easy to set up (just a mouse click away rather than a complex series of codes to enter).Busy Lamp Field: Know at a glance who is available within your team (Max. 15)Speed dials:Call from your PC via a single click!
90 Phone ManagerIntegration with Microsoft Live Communications Server (LCS)View users presence as well as phone status for internal usersSend Instant MessagesSingle speed-dial icon for UsersInternal UserWork phoneMobile/cell phoneHome phonePhone Manager also integrates with Microsoft Live Communications Server providing presence information within the Phone Manager application. This also enables Instant Messages to be sent. Icons are user friendly for efficient calling.
91 SoftConsole for Attendants & Operators Back to Main MenuSoftConsole for Attendants & OperatorsIntuitive flexible interfaceAbility to maintain visibility of:Calls waitingCalls holding/parkingAvailable resources per business functionCentralized Operator/AttendantAbility to perform minor system administrative functions (e.g., change group status, change divert settings)Works with analog, digital, and IP telephonesSoftConsole is an intuitive interface designed for the main answering point, receptionist, and operators.The SoftConsole interface provides visibility into:Calls Waiting…including the ability to answer calls waiting to be answered by a specific groupCall Park areas…provides ability for the SoftConsole user to drag/drop an active call to a park zone enabling the desired party to answer the call from the park zone without disruption to the ReceptionistUser status…including Busy, Do Not Disturb, Forwarding, and MessagesThe IP Office internal directory is always up-to-date as and when users are added/deleted and can even show IP Office remote users in an IP Office VoIP VPN network (see ‘’Small Community Networking’’). The internal directory is automatically synchronized between IP Office systems.Furthermore the external directory can be synchronized using LDAP
92 IP Office Voice Networking Connect All SitesThe IP Office system has the ability to connect to other IP Office systems – offering a robust feature set. Additionally, IP Office can connect to other systems through standard networking facilities.
93 Agenda IP Office networking overview Small Community Networking This section describes IP Office networking options.
94 IP Office Networking Voice & Data Networking over IP Trunks VPNISDNIP/VoIPFrame RelayIP Office supports both voice and data networking, allowing a single wire to link together as many sites as you need - wherever you need them. By supporting a wide variety of networks, from ISDN through QSIG over voice leased lines to VoIP over data leased lines (PPP) or VoIP over Frame Relay, IP Office delivers the ability for users to speak with each other, whilst using the same IT infrastructure to deliver documents and information.IP Office supports a wide variety of voice and data networking options from traditional circuit switched networks such as ISDN and structured leased circuits to a multitude of packetized voice solutions:QSIG Voice networking over structured leased circuits – E1 or T1VoIP over a managed IP VPNVoIP over a managed Frame Relay networkVoIP across the LANVoIP across the ISDNThis variety means that IP Office will support the most appropriate way for the customer to communicate.VoIP over data reduces costsVoice Compression for bandwidth efficiency- standards based G (6.3k) /G.729a (8k)Data compressionVoIP over Frame also supported (PPP or RFC1490)Fall-back using ISDNBandwidth on demandOverflow to ISDNIP VPN support with IPSec or L2TP
95 Small Community Networking IPSmall Community NetworkingSmall Community Networking between IP Office sitesDesk-to-desk dialingAbsent Text MessageAnti-TromboningBusy Lamp FieldCall HoldCall TransferCall ForwardHot Desking across networkCall PagingCall Pick-upCall Back when FreeCamp-onConferenceCentralized Voice Mail (using Voic Pro)Dynamic Internal Users DirectoryDistributed Groups across networkIP Office systems can be networked together. In doing so, a Small Community Network is created with powerful capabilities within the network. Small Community Networks can be networked together.Small Community Networking provides the users with many operational benefits such as busy lamp field indication across the SCN, call back when free to an extension across the SCN, Paging to an individual extension or to an individual amplifier, call pick-up of a ringing telephone across the SCN, utilizing one Voic Pro system within the SCN, ability to access any user within the SCN through use of internal directory, ability to see the absent text message set by a remote user, and efficient IP trunk utilization with inherent anti-tromboning technology. Additionally, hunt groups can be distributed – that is a group that exists at one location can have members from another site. Unique with IP Office is the ability for a user from one site to log into their ‘home’ telephone when working at another IP Office location in the network.Improved inter-site communications & user productivityImproved mobility and customer serviceBenefits – Improved Business Efficiency
96 Seamlessly Expand Your Business IP3 digit desk to desk dialingView your colleagues status – wherever they areDistribute calls across the network, distributed groupsLong Distance toll savingsEffortlessly roam site to site –Wirelessly or with ‘Hot Desking’Benefits of networking locations together. The Small Community Networking features improve productivity, efficiencies in working together in dispersed environment, improved communication even though in separate locations, toll savings in calling between sites.
97 Enable Greater Mobility Across Sites Multi-site Hot DeskingWorkers (consultants, lawyers, managers, etc.) have the same features or restrictions (e.g. international calls) in any officeSimply log in to any phone, number and voice messages follow wherever they are.Differentiator: Available on digital, analog and IP phonesMulti-site Hunt GroupsMember across the network in one easy to manage hunt groupISDN in EMEAMakes 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 utilizationNetworking IP Office systems together provides efficiencies in business operations. Some key differentiators with Avaya IP Office networking include:Multi-Site Hot Desking with any IP Office supported telephone.Multi-Site Hunt Groups assists in enhancing call center operations.Up to 500 users across 16 IP Office sitesIP
98 Small Community Networking Paging and Busy Lamp Field Over the Network Call for Mr Smithfrom ABC companyNew York OfficeSeattle OfficeIP NetworkCall for Mr Smithfrom ABC companyOperator2 very important capabilities within a Small Community Network include Paging and Busy Lamp Field:The operator can see the status of Mr Smith’s extension wherever he is situated within the IP Office small community network thanks to the SoftConsole application.The operator can then inform ABC company whether Mr Smith is ‘Available’, ‘Busy’ or on ‘No calls’ and find an alternative target if required.The operator can also page a message for Mr Smith to announce an important call from the ABC company.This announcement is then played over idle digital terminals and/or paging loudspeakers situated within the network.Mr. Smith is busy on a call,would you like me to page him?The Operator can see the status of Mr. Smith’s extension wherever he is on the IP Office network, inform the caller and page him if requiredLondon Office
99 Multiple Small Community Networks Node 1QSIG or H.323Node 2IPIPSmall Community Networks can be networked together offering critical functionality between the Small Community Networks. The functionality between the 2 networks includes: desk to desk calling, hold, transfer, calling & called name and number. Furthermore, each Voic Pro within the Small Community Network can be networked together to allow for voic message forwarding.Networking Features Between Small Community Networks (SCN)Basic Call SetupCall HoldCall TransferCalling/Connected Line IDCalling/Connected Name
100 Management of Small Community Network Across the WANRemote dial upDameWare or other customer provided application (e.g. PC Anywhere, Web Ex)Centralized back up and restoreTemplates for user profilesProactive SNMP polling and alarmsRemote Feature Activation via license keys“Dynamic Internal Directory” negates the need for programming remote usersManagement of systems within a SCN can take place in a variety of ways – WAN, dial up, remote access. Back up and restore to a centralized location, templates for common user profiles, proactive polling and alarms are but a few capabilities that enable the administer to be virtually everywhere.SydneyWAN or PSTNMiamiNew YorkSan Diego
101 Voice Networking H.323 and QSIG Offers Interoperability QSIG signaling over E1/T1 delivers:Standards-based interoperabilityDesk-to-desk dialingFeature transparencyH.323 signaling over IP delivers:IP NetworkIP TrunksT1 / E1 leased lineAvaya IP OfficeH.323“CommunityNetworking”QSIGQSIGAvaya Communication ManagerAvaya IP OfficeIP Office supports a range of standard networking protocols (H323, QSig) for the user to choose from and allows interoperability with other PBX systems.H.323“Community Networking’’H.323QSIG over IPH.323IPNCQSIGQSIGAvaya INDeX
102 Voice Networking H.323 and QSIG offers Interoperability VoIP over H.323 / QSIG over E1/T1 / Standards Based TDMDesk-to-Desk dialingCalling / Connected Party NumberCalling / Connected Name PresentationCall HoldCall TransferInteroperability of IP Office Voice Networking using standards based H.323 and QSig.Connected Party Name Presentation, this is a service offered to the calling user and provides that user with the connected user's Name. The Directory name lookup should take precedence over the QSIG name.Calling Name Identity Presentation, this is a service offered to the called user and provides that user with the calling user's Name. The Directory name lookup should take precedence over the QSIG name.Traditional PBX supporting QSIGH.323-compliant IP PBXE1/T1/IP Network
103 Avaya-Tenovis Integral 55 Voice Networking IP Office Interoperability with Avaya-Tenovis Integral 55*QSIG over PRI or IP trunkSupported featuresSimple Telephony Call/Basic Call ETS /172Circuit Switched Data Call/Basic Call ETS /172Called/Calling Line ID Presentation ETSCalled/Calling Name Presentation ETS /238Message Waiting EN /255Transfer ETS /261Avaya-Tenovis Integral 55The IP Office can also integrate with the Avaya Integral 55.For more technical customer…Names will be correctly sent on alerting and connection for basic calls. This means that for a call to a Hunt Group (HG) across a QSIG connection while the phone is alerting the HG name will be presented, when a phone answers the User name will be sent. Names will be sent for QSIG supported features like Transfer - not for others.Note that at this time QSIG name and number are not supported with Key System features on IP Office. A call into a telephone which has multiple call appearances will show the name and number on the primary extension, but other call appearances will not show the name and number.Centralized voice messaging including support for message waiting indication is not supported in IP Office Release 3.1 with the Integral I5 switch.Name display on the Avaya T3 sets over QSIG is not supported – a user will see the Name display on Avaya 5400 and 5600 sets but not on Avaya T3 series sets.IP Office supported QSIG Name and Number Display functionality (subject to the caveats above):QSIG Name Identification:The calling name is sent when the call is made (Setup).The called name is sent when the call is alerting at one or more endpoints. (Alerting)The connected name is sent to identify which endpoint answered the call. (Connect)Any scenario that fits this pattern will have names displayed*. This includes a basic call, a call to a hunt group which rings at many endpoints but is picked up at one, call-pickups, coverage etc.*the above is for NAMES ONLY, not numbers. Numbers are supported in IP Office for Basic Calls and Call Transfers only.QSIG Call Transfer:In addition to Name Identification, IP Office supports user initiated QSIG call transfer updates (not auto attendant transfer). This means that the names and numbers are updated once a call transfer has been completed. That is, each endpoint involved in the transfer is told of the name and number of the other endpoint that they are connected to. This will not work when initiating a conference call.QSIG Call Diversion (call forwarding): This is not supported in IP Office. It would allow the connected party's number to be updated as well as the name, and covers the remaining scenarios which cannot be covered by call-transfer.IP Network* Regional Availability
104 INTUITY AUDIX picks up the call on no answer Voice Networking Centralized messaging with Avaya INTUITY™ AUDIX® on Central PBXAvaya Communication Manager with INTUITY AUDIX voice mail networking (using C-LAN connection)No Voic Pro on IP OfficeINTUITY AUDIX picks up the call on no answerE1/T1 leased line or IP NetworkIncoming CallAvaya DEFINITY®/MultiVantage®with INTUITY AUDIX (IP connection)Many large businesses have a number of smaller, remote sites that need seamless communications to the head office and amongst each other. IP Office has been enhanced to integrate to a centralized INTUITY AUDIX connected to a MultiVantage Platform offering all of the advantages of having one centralized voice mail system to serve these smaller locations.IP Office users can divert calls across the network and have their calls answered by AUDIX. Once the message has been left, IP Office will notify a user that there is a new message(s) for them on AUDIX by lighting the message waiting light, a listing in Phone Manager and a text message on analog CLI Display phones. The users will then be able to access the AUDIX through a system wide short code which will open their mailbox and prompt them for a password. At this point the user will have full navigation and message handling capability through the intuitive AUDIX menus using keys 0-9,* and #.Avaya IP OfficeQSIG over E1/T1or QSIG over IPC-LANAt your desk:Message waiting indication on your phoneMessage waiting indication on Phone ManagerText message on analog CLI display phones
105 Modular Messaging picks up the call on no answer Back to Main MenuVoice Networking Centralized messaging with Modular Messaging on Central PBXAvaya Communication Manager with Modular Messaging (using C-LAN connection)No Voic Pro on IP OfficeModular Messaging picks up the call on no answerE1/T1 leased line or IP NetworkIncoming CallMany large businesses have a number of smaller, remote sites that need seamless communications to the head office and amongst each other. IP Office has been enhanced to integrate to a centralized INTUITY AUDIX connected to a MultiVantage Platform (DEFINITY/IP600) offering all of the advantages of having one centralized voice mail system to serve these smaller locations.IP Office users can divert calls across the network and have their calls answered by AUDIX. Once the message has been left, IP Office will notify a user that there is a new message(s) for them on AUDIX by lighting the message waiting light, a listing in PhoneManager and a text message on analog CLI Display phones. The users will then be able to access the AUDIX through a system wide short code which will open their mailbox and prompt them for a password. At this point the user will have full navigation and message handling capability through the intuitive AUDIX menus using keys 0-9,* and #.Avaya Communication Managerwith Modular Messaging(IP connection)Avaya IP OfficeQSIG over E1/T1or QSIG over IPC-LANAt your desk :Message waiting indication on your phoneMessage waiting indication on Phone ManagerText message on analog CLI display phones
106 IP Office as a Contact Center Platform Measure Customer SupportIntegrate ApplicationsIP Office offers rich contact center functionality within the system. Optional applications provide for reports and the ability to integrate with other applications.
107 Agenda IP Office Contact Center overview Compact Contact Center IP Office Phone ManagerIP Office Voic ProIP Office CTI capabilitiesAvaya MS-CRM integrationWithin the IP Office and from a contact/call center perspective, the IP Office offers:Compact Contact CenterPhone Manager applicationVoic Proand integration to MS-CRM database.
108 Contact Center Offer The IP Office Customer Service Solution Compact Contact CenterVoic ProPhone 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 viewHistorical reportsFixed WallboardsPC WallboardsAdvanced Voic Unified MessagingAuto AttendantRecording ServicesCampaign ManagerQueue ManagementCompact Business CenterEmbedded VoicVoic Lite4 Music on Hold sourcesCustomizable by line dialed or group destinationIdeal for advertising special promotions & informationOne of the Key Selling Points of IP Office is the highly integrated application suite. The applications - like the system itself- are all highly modular and scaleable. You don’t need to buy anything you don’t need, but it’s there when you want it.IP Office delivers improved customer service:Compact Contact Center to provide information on the number of calls waiting, and to measure performance so it can be improved.Voic Pro to deliver advanced queue management, encouraging callers to stay on the phone for longer before being answered, and auto-attendent to allow customers to select the right department.Phone Manager Pro to give staff access to the advanced facilities that IP Office provides – agent log in, queue monitoring, etc.ACD routing to ensure that calls are answered quickly, and spread fairly among the available people,CTI to identify callers and streamline calls.6. 4 Message on Hold sources: 1 external and 3 internal sources – ideal for advertising special promotions and information for callers.All of these applications can be managed from one location - so that when you add a new member of staff, you can make the change from a single location, and all the applications are immediately aware of the change.The IP Office Customer Service Solution
109 Compact Contact Center Advanced Call DistributionManagement by ExceptionReal-Time Agent ManagementWallboard ManagementQueue ManagementReal-Time Tracking & AnalysisStandard Report TemplatesReal-Time System ManagementCampaign Manager IVR Queue Management & RecordingPCWallboardsFor formal contact centers, IP Office offers the Compact Contact Center solution. This application includes Real Time Monitoring of groups, agents, and trunks by the Supervisor and also includes Historical Reporting component. PC Wallboard options are also available for Agents.
110 Compact Contact Center Calls are distributed fairly amongst all agentsAgents can be members of multiple groupsAgents can be located at another site in Small Community NetworkE.g., Sales and Customer ServiceRemote IP Phone AgentIP Phone AgentInternetCallerPhoneRack PCCompact Contact Center ServerIP, Public orPrivate NetworkAvaya IP OfficeAgents can use any supported IP Office telephone – analog, digital, and IP. Calls are distributed to the next available agent based upon the IP Office programming – linear distribution, circular, most idle, and group ring are supported. Agents can be members of multiple groups and may even be located at another networked IP Office site.
111 Compact Contact Center Management by ExceptionTeam leaders are notified when their attention is requiredNormal – Caution - Critical Alarm levelsYou have more than 3 calls waitingThe longest waiting call exceeds 30 secondsThe percent or calls answered has dropped below 80%Compact Contact Center provides alarm indication to the supervisor based upon exceptions being reached – that is, when there are more than 3 callers waiting for an available agent, the supervisor would be alerted. Alarm status is set by the supervisor and can be specific to a group.Real-time Performance InformationView performance of individuals, teams and the entire business as a whole
112 Call Center View: Real-Time Supervisor Information Management of individualsManagement of queuesAll managed by exceptionManagement of teamsManagement of callbacksThe real time monitoring and analysis of every aspect of a contact center is available to the supervisor. The most typical views required are of ones relating to campaigns, teams and individuals.Recognizing the changing nature of supervisors from call center managers to customer contact strategists the philosophy adopted is one of management by exception:Machines are after all very good at monitoring healthy situations. Machines are not so good at suggesting remedies when situations occur that could result in service degradation or call loss. For this reason CCV allows supervisors to simply define what constitutes a healthy contact centre environment, and provided the organisation stays within these limits CCV remains completely invisible to the supervisor. Upon a threat of breaching these safe levels being met at that point the supervisor is requested for input of resolution strategies.The net effect of this shift from pro-active management of resource, to alarm handling of exceptions is that supervisor training time can now be carried out in only a couple of days.
113 Reporter: Historical Management Information A set of 70 “management-ready” reportsDetailed data storedAudit trail allowing investigation of any contactReport schedulingAutomatic report generation to printer or fileIntegrated reportingReporting on complete caller experience including voice processing and comfort messagingCustomized, exportable reportsDesigner module available to support tailored customer reportingPost reports onto a Web site or send them by via HTMLReal-time monitoring is essential for ensuring that service levels are maximized during the course of the working day. There is however also a need for comprehensive statistics and data mining for analysis later. To know how many calls have been handled and what the average answer time is of interest but does not really allow anything more than helping to ensure prompt response. Most often the more interesting information is the value of the transactions, the success of a marketing campaign, the effect of training on a set of individuals and so on.For this purpose the IP Office CCC suite of applications includes a reporting package that allows powerful standard or bespoke reports to be constructed that allow business managers to take holistic views of their business and the performance of the contact centres.These tools are all based on industry standards such as SQL and ODBC and ensure that business managers are provided with the infrastructure against which virtually any query could be resolved.Most contact centres today, are harnessing the power of the Internet to enrich the customer experience. The Report Designer option provides the supervisor or the contact centre manager with the technology to save reports in HTML and then post these reports onto a web server or reports to colleagues. The option to save reports in HTML enables co-workers or external users, such as business partners or customers, the ability to view the performance of the contact centre with any popular browser or download them for full analysis.Report Designer is aimed at the contact centre manager who requires a greater degree of flexibility via completely tailorable reports and ad hoc querying to enable better informed decisions. The product provides a powerful tool enabling the creation of contact centre report templates. The user may begin with a blank sheet and create a new report by adding text boxes, graphs or grids. Alternatively one of the standard templates supplied may be saved under a new name and edited to create the exact report required. The benefit of this approach is that the customer is not reliant on a contact centre vendor’s mainstream reports, but has complete flexibility to create their own without the burden of exporting data into another software package.
114 PC Wallboards: Real-Time Staff Information Simple communication with staffWizard driven message creationMessages automatically generated by IP OfficeSee how many calls and s are waitingPC WallboardsAs well as the real time monitoring and historic reporting tools, the IP Office CCC offer also includes powerful means by which contact center executives can be kept informed and messages, whether they be motivational or critical, can be displayed in an effective broadcast method.The IP Office CCC solution includes the ability to drive high impact colour wallboards to which any message whether it be a CCV alarm or simply “state of the nation” calls-waiting can be displayed to all agents in a wide area.Traditionally the configuration and programming of such devices has been very complex and required extensive training, however, the drag-and-drop and point-and-click programming nature of these tools ensure that any supervisor is able to use the technology to best effect in hours.Only $ 10,000 to hit quota… Good Luck Everyone!
115 Agent-enabled interface Phone Manager Pro Select Group LoginBusy Not AvailableBusy Wrap-UpThe user application, Phone Manager Pro, can operate in the Agent Mode allowing for ACD-agent functionality – this allows agents to log into the appropriate group, place themselves in Busy Not Available, and Busy Wrap up status very quickly and easily.
116 Simple Scripting Phone Manager Pro Based upon incoming caller identificationAgent is remindedTo greet caller with special welcomeOf promotional information to discuss with customerOf background information about the specific customerPhone Manager Pro can automatically display a script when a customer phones in on a particular number – allowing staff to handle the call more effectively because they can answer in the most appropriate manner.
117 Queue Monitoring Phone Manager Pro Graphical and real-timeValue information for agents, supervisors, and company principalsUp to 2 queues monitoredCustomer ServiceSalesHelpdeskBillingPhone Manager Pro can also be used to show how many calls are waiting – so they can manage their time with the existing caller and respond to the next caller.
118 VoiceMail 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 ManagerComplex scenarios can easily be set up through intuitive Windows InterfaceVoice Recording for emergency or training purposesAutomatically based on CLI, dialled number, agent,…Manually activated by the agent (via short-code or soft-key)Avaya IP OfficePhone CallerIP OfficeVoic Pro ServerPublic NetworkVoic Pro does a lot more than just voice mail. It provides queue management facilities, giving callers the ability to know when their call will be answered. The caller can hear their estimated time to answer (ETA) and position in queue.Voic Pro also provides recording services, which allow calls to be recorded in a mailbox, based on date, time of day, CLI or when the user requests the recording.All this can be configured quickly and easily using the Voic Pro editor.Call priority tagging for callers within queuesWelcome to Avaya, your call will be answered shortlyYou’re 3rd in the sales queue and your call will be answered in 30 s
119 VoiceMail 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 periodsMessages can be retrieved via a short-code, a DSS/BLF key or a web-browser interfaceCallers 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 screenAvaya IP OfficePhone CallerIP OfficeVoic Pro ServerPublic NetworkVoic Pro can also provide them with the ability to “break out” of the queue, and request a call-back using the integrated call-back feature within Compact Contact Center.In addition, Voic Pro provides Campaign Manager, a mechanism which allows callers to leave structured messages, for later action when the contact centre is less busy.And this is what the employee sees when they want to transcribe messages. Messages can be transcribed either via a browser-based interface (shown here), or through the terminal.Your name is ‘XX’ and your PIN is ‘YY’, please press 1 to confirm or 2 to speak to a live agentPlease enter your PIN number via the terminal keypadPlease tell us your name
120 Advanced CTI Capabilities Address the needs of SME customers and partnersOpen standardsEasy for developers to useEnable customers to use 3rd party productsCTI Link Lite - Free of charge 1st party Microsoft TAPIScreen-poppingPreview dialingSales management integrationCall costingCTI Link Pro – 3rd party Microsoft TAPIPredictive dialingCall routingCRM integrationIVR integration with 3rd party databases via TAPI WAVCTI Link SDKFull Software Development Kit for customersFully documentedAddress the needs of your customers - that means open standards and easy to use.CTI comes free with IP Office. We provide all the tools necessary for screen-popping and making a call (which addresses over 90% of customers’ CTI requirements) with the system.For more advanced applications, CTI Link Pro provides full third-party functionality, enabling advanced CTI applications.IP Office places heavy emphasis on open standards. In IP Office, we have a solution that is open both technically - it embraces open standards - and commercially - the CTI Link SDK can be purchased by anyone.CTI Link LiteFirst-party TAPI (2.1/3.0)SMDR: Enhanced call logging output replacing Call Logger and DevLink Lite.CTI Link ProThird-party TAPI (2.1/3.0)TAPI WAV driver (allows an IVR application to be developed from scratch using Microsoft TAPI WAV driver without the need for voice cards).DevLink Pro (SMDR + Real-time events)CTI Link SDKFully documented Software Development Kit
121 CTI: Screen-pop ‘Off the Shelf’ Back to Main MenuCTI: Screen-pop ‘Off the Shelf’IP Office screen-pops to common applications using the CTI Link Lite (1st party TAPI) or CTI Link Pro (3rd party TAPI).IP Office screen-pops through Phone Manager Pro with Microsoft™ Outlook® 2003, Goldmine, and Maximizer.IP Office also offers preview dialling (click on the contact to make a call to them) from Outlook and Maximizer.
122 IP Office Management & Administration IP Office Management and Administration abilities and options.
123 Agenda IP Office Management Manager Centralized Management Local administrationRemote administrationCentralized ManagementSystem Status ApplicationIP Office provides easy to use and understand programming and system monitoring tools valuable for the administrator on site as well as when the administrator is working remotely.
124 IP Office Administration – Manager Windows-based console to program a single or many IP Office sitesProgramming accessible via LAN, WAN & off-linePassword protected & user defined rightsAudit trailMonitor AlarmsMultilingual online documentationForced database back-up for disaster recoveryAutomated software recoveryRemote Feature ActivationSingle Management interface: The full IP Office solution —phone system, router, firewall and DHCP server— are easily managed through the IP Office Manager.Local and Remote Management: The IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with either a Terminal Adaptor, Router or the optional Modem 2 package.Forced database back-up: Whenever the IP Office programming is changed, the Manager application forces a back-up copy of the customer configuration onto a local PC. This ensures that an up-to-date copy is always available when required.Automated software recovery: In the event of a failure, the BootP protocol is used by IP Office to obtain from a back-up location its operational software (and associated configurations) which it loads in its flash memory.
125 Management & Administration Ease of use:Single Management interface for PBX, voic and data routingIntuitive Windows-based consoleOnline Tutorial DocumentationDesigned to minimize skill-sets required (reduces administration costs)Centralized Management:One console can manage multiple sitesOff-line & remote programming (LAN, WAN or via analog modem)Proactive SNMP polling for remote administrationForced back-up for disaster recoveryAutomated software recoveryRemote feature activation via license keys facilitates upgradesIP Office Management is accomplished by using the IP Office Manager application. This interface is easy to use, intuitive to operate and can be used either locally or remotely.
126 System Status Application Remote diagnostic toolAllows most customer issues to be resolved without escalation to AvayaReduce site visits (even supports 14.4kb/s dial up modem links)Provides Real-time Call status informationReplaces ‘Call Status’ application and complements Monitor applicationProvides 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 historiesAlarms stored in IP Office (no need for local PC)Event traces per call/trunk/extensionComplements SNMP & alarmsReal-Time MonitorThe System Status Application (SSA) is a diagnostic tool for system managers and administrators to monitor and check the status of IP Office systems. 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. Modem connections at 14.4kbps or above are supported for remote diagnostics.SSA provides information on the following:Alarms - SSA displays all alarms recorded within IP Office for each device in error. The number, date and time of the occurrence is recordedCall Details - information on incoming and outgoing calls, including call length, call ID and routing informationExtensions - 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 displayedTrunks - IP Office trunks and connections (IP, analog and digital) and their current status are displayed.SSA reports on Quality of Service across a Small Community Network (jitter, latency, packet loss)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, Voic and conferencingSSA can be launched independently or from within IP Office Manager.Historic AlarmsAdapt system to meet critical business needsQuickly identify and resolve situations, even remotelyBenefits – Lower Operational Costs
127 Centralized Management (Option 1) Remote programmingRemote activation of license keysRemote diagnosticsRemote back-up of configuration filesProactive SNMP polling/alarmsManagerPSTNT1/E1, ISDNor WANIP OfficeOverview of ManagerManager is a Windows application for viewing and editing the configuration file of IP Office Control Units. The Control Unit holds the configuration as files in the Control Unit's flash memory. Thus the files are not lost when power is removed from the system. Whenever the system is rebooted, the file is loaded from flash memory into the systems RAM memory.Using Manager you can extract and then view and alter the configuration file in the system's RAM memory. Having received a configuration file you can archive it on the PC or modify it using Manager. When you are finished with the new configuration, you can use Manager to send the configuration back to the Control Unit's flash memory and then reboot the Control Unit to activate the changes.In this configuration, you are running Manager on a local machine, connecting to an IP Office system across the PSTN or WAN and extracting a copy of the configuration file from the IP Office. The copied file can then be edited and saved locally before being sent back across the network and back into the remote IP Office system.Voic ProLAN
128 Centralized Management (Option 2) Remote programmingRemote activation of license keysRemote diagnosticsRemote back-up of configuration filesProactive SNMP polling/alarmsLocal back-up of configuration filesRemote software uploadsDameWareRemote AccessPSTN or InternetT1/E1, ISDNor WANAnalog Modem/TAIn this configuration you are using remote control software to establish a “transparent” connection between the administrators local PC and the remote PC running IP Office Manager. The remote control software allows the administrator to use the IP Office Manager as if they were at the keyboard and screen of the Manager PC on site, and so opens up two more capabilities, software upgrades and local backups.Avaya has validated DameWare remote control software for this solution.Manager plusDameWare*These applications can run on the same PCVoic ProLAN*DameWare is an example of one application that can be used; another is PC Anywhere
129 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 SourcesNew 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 period1999 study by The Employers Health Coalition of Tampa, FLRisk and Insurance, March, 2004Business Legal Resources, April 24, 2003Recent BankOne survey of employeesDee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research CenterElevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programsBulletin to Management, 12/5/2002, BNA Professional Information CenterBraun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor StatisticsCigna Behavioral Health, April 26, 2004Additional sources are noted on the respective slides or inside the notes sections.Many of these sources were sited in the IP Office Productivity Applications section - Unified Communications.