Home

IP Office 2.1

1. 3 3 0Kg 6 7lbs 219 3 1Kg 6 94lbs 219 3 5Kg 7 8lbs 219 3 5mm Audio 70 30 including 211 300m 156 3214C 174 3 party capacity 66 3rd 102 126 3 way 66 4 400Mhz 114 40C 219 4406D 219 4412D 219 4424D 219 445mm 17 5 219 45W 219 4602SW supports 50 74 4602SW 50 74 4800 Turbo DS 81 4T 4A 8DS 9 4T 4A 8DT 9 4T 8A 9 4th 126 5 50 60Hz 219 50m 60m 156 50m 156 50Mb free 144 50Mb 144 512K 101 512Kbps Link 211 512MB 154 5A 219 5ESS 88 IP Office 2 1 Product Description 6 60m 50m 156 60m 156 60mW 163 62mm 3 219 64K 87 101 102 210 211 64Kbps Link 211 64MB 114 116 144 64MB Memory Card 116 64MB RAM 114 144 64 party 66 147 6K3 211 7 71mm 2 8 219 76mm 3 0 219 8 802 DS 11 81 802 11b Supports 81 802 11b 81 802 11b Wi Fi 81 802 1p 3 802 1p B 50 74 80MB 154 80W 219 81 115VA 219 8K 211 A Absent Text 64 94 217 Absent Text Message 94 AC 161 163 Access Point 9 80 81 Accessing IP VPN 92 Office LAN 20 Web Scheduler 150 Accessing 20 92 150 Account 2 69 105 142 143 175 211 Account Code Log 175 Account Codes 143 Account Codes 2 69 143 175 ACM 2 Acquire Call 65 ACR 95 ACT 143 144 Adaptive Differential Pulse Code Modulation 163 Adding Conferencing Center 150 Adding 150 Additional Information 19 65 Additionally Music On Hold 150 Addressing Domain Name Service 101 Addressing 101 Adds 2 Administration Wizard 189 Administrator 150 ADPCM 163 ADSL 9 Agent Activ
2. IP Address Assignment DHCP Client Or Statically Configured Infrared Port To Support Future Applications Downloadable Firmware For Future Upgrades Wall Mountable With A Separate Orderable Stand Copyright 2004 Avaya Inc All rights reserved Page 75 Product Description 11th May 2004 Issue 11b IP Office Product Description 4612 IP Hardphone The 4612 supports all of the features of the 4606 with the following differences e 12 Programmable keys with LED e 4 Display Navigation Keys right of the display Menu Previous Next Exit e 4 Display Soft Keys below the Display e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up amp Down e 2x24 Character Display IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 76 Product Description 11th May 2004 Issue 11b 6 IP Telephony Hard Phones Soft Phones 4620 4620SW IP Hardphone In addition to the features of the 4602 4602SW the 4620 4620SW supports the following IP Office 2 1 24 Programmable Feature Keys presented in 2 pages of 12 Automatically labeled from the system no paper labels 6 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Large graphical gray scale display 168 x 132 dots 5 Fixed Feature Keys below the display Conference Transfer Hold redial and Drop 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options Full duplex speaker phon
3. gt f o oO 2 Message Waiting Monitor Calls E Z a y ct or i language On Hook Dialing Park 5 2 2 amp gt Y D gt 2 D o o 2 5 a Queuing a ransferred Call to a Busy extension Record a Call Redial e Meet me Conference A Ea EJ ii EA e Ring Back When Ee Free ia E A a H El Speed Dialing Suspend Call Suspend Resume ime Date oggle Calls oicemail Collect 21 5 oO D aa se a 5 alz lt Q D O lt x 3 E a of gt o o o h ola 4 V 2 e un oicemail On Off oicemail Ringback On Off v ot 3 o 5 or olume Adj Notes IP Phones can monitor calls but they cannot be monitored from another extension IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 63 Product Description 11th May 2004 Issue 11b IP Office Product Description Extension Features Absent Text Allows a user to set an absent statement that will be displayed on the internal callers terminal as well as on Phone Manager and SoftConsole The system has 10 pre configured messages as well as the ability to customize text Call Coverage Known as covering extensions Call Coverage allows an extension to act as an answering point for another user s call This is typically used in Personal Assistant Manager environments Call Forwarding This is the ability to forward a user s calls to another extension or external numbe
4. 116 VoiceMail Lite dialing 116 VoiceMail Lite 115 116 Voicemail Message Waiting Indication 159 Voicemail Ports 132 Voicemail Pro part 132 refer 148 requires 148 Voicemail Pro 2 64 67 68 70 94 108 115 126 132 143 148 150 154 Voicemail Pro Networked Messaging 2 Page 241 11th May 2004 Issue 11b IP Office Product Description Voicemail Pro Release 1 3 148 Voicemail Pro Requirements 148 Voicemail Server 115 Voicemails control 115 Voicemails 115 116 142 Voicepackets prioritization 211 Voicepackets 211 VoIP deploying 93 VoIP 9 81 91 92 93 95 143 144 147 155 209 211 212 VoIP across Public Network 93 VoIP across 91 93 VoIP networking 91 Volume 45 50 74 163 184 Volume Up 50 74 VPIM 2 VPN 2 73 92 WwW Wall Mountable 50 74 Wall Mountable With 50 74 Wall Plate Adapter 163 Wallboard 174 Wallboard Manager 172 174 WAN switching 92 IP Office 2 1 Product Description WAN 5 9 91 92 97 101 102 210 WAN3 219 WAN3 Module 219 Warehouse 155 Warehouse Supervisors 155 WAV 70 144 WAV file uses 70 WAV file 70 144 Web 2 5 132 142 150 154 163 177 188 Web address 150 Web Callback 177 Web Callback requests 177 Web Client 150 Web Scheduler Access 150 Web Scheduler 150 Web Scheduler requires user 150 Web Scheduler requires 150 Web Server 2 Web site 163 Weight Power Consumption 219 What s New 2 Whisper Page 66 Why 145 Why
5. 142 144 154 Busy Lamp Field Panel 108 Busy Not Available 143 Busy Not Available Start 143 Busy Status 175 Busy Wrap Up 143 Busy Wrap Up Select Group 143 Busy DND 108 Busy Engaged 126 Button Programming 68 Bytes 210 C Cable 9 97 101 160 174 219 Cable connecting 97 Cable Modems 101 Call Back 68 94 103 Call Back When Free 68 94 Call baring 72 Call Barring 69 70 Call Coverage 64 Call Details Panel 108 Call Duration 108 143 Call Flow Name 175 Call Flows 175 Call Forwarding 61 64 Call Handling 61 108 142 144 175 Call History 142 144 Call history keeps 142 Call Hold 64 94 Call Identifier 175 Call Intrude 64 Call joining 70 Call Log 71 144 Call Monitor Speaker 50 74 Call Park 64 142 Call Pickup 65 Call Pick up 94 Call processing 73 Call Queuing 115 Call Recording 115 132 147 Call ringing 65 Call Route incoming 70 Call Route 70 115 Call Routing Incoming 70 Call Routing 70 87 95 Call sends call 73 Call sends 73 Call Status 108 Call Steal 65 Call Transfer 65 94 Call Waiting Ignore 65 Call Waiting 65 Call Waiting Indication 159 Callback 103 Copyright 2004 Avaya Inc All rights reserved Callback CP 103 Called Number 108 162 Called party 73 Called Calling Name 94 Called Calling Number 94 Caller Display 66 67 68 69 115 116 Caller ID 143 160 162 163 Caller Line Identification Presentation 69 Caller s 143 Caller Display 71
6. 156 159 160 162 163 174 175 177 217 User amp Installation Guide 163 User Agents 163 User dialing 71 User restricting 105 User setting 150 User wants 68 User operator enables 66 User operator 66 Users handling 69 Users Locale 217 Users Name 108 Users departments 72 Using IP Office 210 V V 24 101 v 35 97 101 V222 81 V24 101 156 Index V35 9 101 v6 02 81 VCM 115 211 VCM 20 147 VCN 150 Version 69 87 89 101 105 114 144 154 211 212 Vibrator Alert 163 Video 73 Virtual 92 102 145 VLAN 50 74 VM Call Flow Monitor 175 VM Summary 175 Voice implementing 73 Voice 9 20 50 70 72 73 74 87 91 92 94 95 102 108 115 116 143 147 148 150 159 160 161 163 184 209 210 211 212 Voice Call 70 102 Voice Compression 115 116 211 Voice Compression Module 115 116 211 Voice Conferencing Notification 150 Voice Mail 5 50 74 108 159 210 Voice Networking 87 91 Voice Over IP 9 73 87 91 92 212 Voice Over IP Channels 9 Voice processing 184 Voice Quality 102 163 212 Voice Terminal Attributes 161 163 Voice Terminals 160 161 163 Voicemail calls 65 comment 116 diverted 65 including 20 Number 217 routed 126 Voicemail 1 2 9 20 61 64 65 66 67 68 69 70 71 72 94 107 108 115 116 126 132 142 143 144 148 150 154 159 179 217 Voicemail application end 115 Voicemail application 115 116 Voicemail email 217 Voicemail Embedded 115
7. 162 TransTalk 9040 Accessories 162 TransTalk 9040 Voice Terminal Attributes 161 Trigger control 70 Trunk 2 66 67 69 71 87 88 101 105 175 201 Trunk Group Activity 175 Trunk Group Busy 175 Trunk Group Call Duration 175 Trunk Group Response 175 Trunk Group Summary 175 Trunk Line 87 Trunk Line Types Supported 87 Trunk VolP channel 147 Trusted 101 TUI 126 Tunneling Protocol 106 Type IP 73 Leased Line 101 Copyright 2004 Avaya Inc All rights reserved License Keys 201 Service 211 Type 2 45 65 69 70 71 73 87 97 101 103 108 115 147 148 162 163 184 201 210 211 U UDP 50 74 209 UDP Port 50 74 209 UDP Port Selection 50 74 Unique computer generated 150 Unique computer generated Conference ID 150 Unique PIN 150 Unit 70 73 80 97 105 156 159 163 174 219 Unit Dimensions 219 Unread User 108 Unsecured 101 Unstructured Private Circuit 91 Upgradeable 81 174 Upgrades 2 50 74 209 211 UPS 19 URL 150 USA 70 USB 20 80 105 Use Passwords 67 Permanent Virtual Circuits 102 Point to Point Protocol 97 sales pitch 143 WAV file 70 Use 2 45 61 67 69 70 72 73 80 97 101 102 105 108 115 116 143 145 147 160 162 163 174 209 210 211 217 User prompts depending 115 Web Scheduler requires 150 User 2 45 61 64 65 66 67 68 69 70 71 72 73 80 87 94 97 101 102 104 105 108 114 115 116 126 142 143 144 147 148 150 154 155
8. 1P401 and IP Office Small Office Edition only In environments like retail or home office where no space for a PC is available or you do not want to keep a PC running all the time notably to avoid the risk of someone accidentally switching off the PC thereby taking away the voicemail service Voicemail Embedded may be the preferred option to enable an entry level voicemail service Voicemail Embedded uses Voice Compression Module and can be installed on the P401 Compact Office to provide an entry level voicemail service See the Voicemail Feature Comparison table for functional details and the IP Office Small Office Edition section for further details A memory upgrade is required on P401 Compact Office systems IP Office Small Office Edition uses its own Voice Compression resources and a PCMCIA card The maximum number of messages stored is only restricted by the memory capacity currently about 3 hours on the P401 on the IP Office Small Office Edition the embedded Voicemail is provided on a 64MB memory card providing 10 hours recording time Voicemail Lite IP Office s standard Voicemail application can handle up to 4 simultaneous calls When enabled Voicemail Lite automatically answers your telephone when you are not available to take a call Personal greetings can be recorded providing confirmation that the intended recipient will actually receive the message Messages may be played as a continuous loop This allows informatio
9. 87 92 93 103 105 108 115 116 126 143 144 150 155 160 162 163 177 179 184 187 201 210 212 219 Telephony 2 61 70 93 142 177 184 188 Telephony Functions 61 Telxon 81 Terminal Adaptor 5 Terminal establish call 73 Terminal establish 73 Terminal wishing 73 Terminal Extension 219 Terminals referring 159 Terminals 64 66 67 71 72 73 80 105 156 159 160 201 Text 64 70 TFTP 81 212 Thati P 211 Thati P packets 211 The 3810 45 163 The 9040 162 IP Office 2 1 Product Description The Applications 142 188 The desktop 159 The Perfect Network 211 The TransTalk 160 162 The TransTalk 9040 160 162 The user 126 Time 50 61 69 70 71 72 74 95 97 102 104 105 108 116 132 143 144 145 148 150 163 174 175 179 184 209 210 212 217 Time Entries 72 Time Profiles 69 72 102 217 Time date 67 Time date checking 67 Timeout 217 TNS 88 Today 1P403 147 Toggle Calls 68 Topic 175 ToS 211 Total 102 115 142 147 158 175 Total base stations repeaters 158 TPAD 105 Transaction Packet Assembler Dissembler 105 Transfer 45 65 66 67 71 72 108 116 142 154 163 175 184 Transfer Call Tracking Detail 175 Transferred Call Queuing 72 Transferred Call 67 72 108 175 Transmission Control Protocol 5 Transmission reception 87 Transmit receive changing 162 Transmit receive 162 TransTalk Introduction 160 TransTalk 155 160 161 162 TransTalk 9040 160 161
10. Copyright 2004 Avaya Inc All rights reserved Page 148 Product Description 11th May 2004 Issue 11b 9 The Applications IP Office Built In Conferencing Features The IP Office provides the following features and benefits relating to conferencing No special conferencing equipment required You only need an IP Office system unit with as many digital trunks VolP channels as external participants as well as Voicemail Pro should PIN code menu prompts be required Ease of use Simply dial the direct number allocated to the conference bridge type in the PIN if required and you have joined the conference PIN codes require Voicemail Pro Conference control from I P Office Phone Manager Lite and Pro For ad hoc conferences with a few participants staff can easily set up immediate conferences by calling externally parties and bringing them to the conference bridge Thanks to IP Office Phone Manager the instigator of the conference can keep control the CLI ANI number and the associated name if recognized of each participant is displayed within the Conference tab of Phone Manager If required he she can selectively hang up a specific participant see below ae rn aaae eed List the Num bers and Names if Sim ply right click Caller ID is recognized of all the to hang up a active parties on the call specific caller Phone commands External participants can access pre arranged conference calls from any touch tone phone an
11. Integral 10 100 Mbit Layer 2 Ethernet Switch e IP Office Small Office Edition Only All the IP Office Small Office Edition platforms provide a four port layer 2 Ethernet Switch Each port Auto senses its operational speed 10M or 100M In addition to the four port layer 2 switch IP Office Small Office Edition has a fifth Ethernet port labeled WAN with its own IP Address intended for connecting to external xDSL or Cable Modems This fifth port is Layer 3 switched to the other four ports as described below Integral 10 100 Mbit Layer 3 Ethernet Switch e IP Office Small Office Edition amp 1P412 Only In place of the integral HUB ports available on the other platforms the 1P412 Office supports a two port Ethernet switch Both of these switched ports have their own IP address In order for traffic to pass from one port to the other a route is configured in the system s routing tables Additionally it is possible to set up a firewall between the two LAN segments The IP Office Small Office Edition offers similar functionality between its four port Ethernet switch and its Ethernet WAN port Layer 3 switching is particularly useful in situations where it is desirable to have a trusted and unsecured network where the unsecured network is uncontrolled and carries public traffic on it DHCP Server IP Office can manage your IP Network for you through its integral DHCP Server IP Office can be configured to hold a pool
12. Multipoint 73 87 Multipoint Connection Units 73 Music 20 70 Music on Hold 70 Mute allows host 2 Mute 2 50 74 N Name Calling 108 Name 2 66 67 69 103 108 142 143 144 150 159 Name matching 143 Need router alleviates 97 Need 70 92 97 101 102 104 105 106 115 116 126 142 143 145 159 167 179 184 188 209 212 Network Assessment 212 Networking IP Office 92 Networking 92 New 2 72 106 108 116 142 143 144 147 150 163 176 Next 69 97 209 Night Service 69 70 71 217 Night Service Fallback 71 Night Service Group 69 No Answer 64 108 217 No reply 126 Nominal Watts 219 Non H 323 73 Non IP calling 201 Non IP 201 North America 2 147 North American 88 155 201 North American Primary Rate Interface 88 Not Disturb 66 Notes 66 67 70 71 80 92 108 142 147 154 177 NT 115 Number 64 66 Calling 108 Calls 211 However IP Office offers 159 IP Hardphones 37 IP Office 87 voicemail 217 Number 2 37 45 64 65 66 67 69 70 71 72 87 91 102 103 106 108 114 115 116 126 142 143 147 150 159 163 184 187 209 211 217 Number Memory 163 Nylon Pouch 81 O OAI 81 Of Hours 126 Off Hook 66 Off Switch Call Inhibit 71 Office LAN accessing 20 Office LAN 20 92 Page 238 11th May 2004 Issue 11b Offices 94 On Hold 64 65 66 68 On off 143 Online 150 Only 2 66 67 68 70 72 87 97 101 102 106 108 115 116 142 144 154 163 17
13. North American T1 1P400 Office PRI T1 T1 Primary Rate provides up to 24 56K channels over a 1 54M circuit Each channel of the T1 trunk can be independently configured channelized to support the following signaling emulations with handshake types of immediate delay or wink e Loop Start e Ground Start e EGM Tie Line e E amp M DID e E amp M Switched 56K e DID Channels configured for DID DDI support incoming calls only The carrier or Central office will provide the last x digits that were dialed to be used for call routing e Wink Start IP Office T1 trunks support both DNIS and ANI services where available from the central office e Dialed Number Identification String DNIS Provides a string of digits to the IP Office depending on the number dialed by the incoming caller This string can then be used to route callers to individual extensions groups or services e Automatic Number Identification ANI Provides IP office with a number identifying who the caller is This may then be used for routing or computer telephony applications T1 trunk cards incorporate an integral CSU DSU eliminating the need for an external unit The CSU function allows the trunk to be put in loop back mode for testing purposes This can be set manually using the monitor application or automatically from a Central Office sending a Line Loop Back LLB pattern The DSU function allows the T1 trunk to be shared between data and voice services
14. Page 55 Product Description 11th May 2004 Issue 11b IP Office Product Description 6416D Terminal The 6416 supports the following features e Desk wall mount e Administrable handsfree operation e 2 line x 24 character display e Speakerphone e Expansion module capable e User administration e Time day default e Adjustable display e Ringer volume and tone e 16 Flexible dual LED feature keys e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 56 Product Description 11th May 2004 Issue 11b 4 Terminals 6424D Terminal The 6424 supports the following features e Desk wall mount e Administrable handsfree operation e 2 line x 24 character display e Speakerphone e Expansion module capable e User administration e Time day default e Adjustable display e Ringer volume and tone e 24 Flexible dual LED feature keys e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 57 Product Description 11th May 2004 Issue 11b IP Office Product Description XM24 Unit The XM24 is an expansion module that works in association with a 6416 or 6424 display phone and provides an additional 24 Direct Station Select keys and dual color Busy Lamp Field DSS BLF Only one XM
15. Product Description 11th May 2004 Issue 11b IP Office Product Description Does the IP Office Support Fax over IP The IP Office has a proprietary method for carrying fax traffic on a VoIP call it is supported between IP Office systems and Avaya Communication Manager IP Office supports fax speeds up to 14 4 Kbps it does not confirm to the T 38 standard The bandwidth requirements for the call will initially be as per the specified or negotiated compression method then the bandwidth requirement will change to accommodate the Fax data The Fax bandwidth will vary depending on the speed that the Fax devices are communicating at and the type of link at 14 4 Kbps the bandwidth requirement will be approximately 27 Kbps on the LAN or 19 Kbps on a Point to Point WAN link with Header Compression Network Assessment With IP Office optimum network configurations can support VoIP with perceived voice quality equivalent to that of the Public Switched Telephone Network PSTN However not every network is able to take advantage of packet voice transmissions It is important to distinguish between basic compliance with the minimal VoIP standards and validated support for QoS which is needed to run VoIP applications over a data network With the exception of standalone configurations with IP phones directly connected to the ports on IP Office Avaya now requires that all customers formally audit their networks for IP telephony readiness befor
16. SoftConsole PC based application 154 SoftPhone 80 Soundcard 80 Speak 69 150 210 Speaker 50 70 74 80 143 Special Services 88 Specified Number 150 SpectraLink 81 SpectraLink Voice Priority 81 SpectraLink Voice Priority enabled 81 Spectrum 162 Spectrum 24 DS 81 Spectrum 24 FH 81 Speech 66 87 209 210 Speed Dial 66 72 144 Spread spectrum 160 163 Sprint 88 SSS 88 Stac Lemple Ziv 103 Staff Functions 155 Stand Charging 163 Stand 50 74 163 Stand Power Supply Adapter Charging 163 Stand Power Supply Adapter 163 Standard Power Supply Unit 219 Standard Reports 175 State 108 126 Statically Configured 50 74 nun un zvu nn mun Stations 108 156 Status Bar 108 Stop Call Recording 143 Straightforward 156 Sub addressing Allows 87 Sub addressing 87 Subnet 212 Supervised Transfer called 65 Supervised Transfer 65 108 Supplementary services within IP networks 94 Support 4602SW 50 74 802 11b 81 Calling Name 88 DiffServ 211 Generic Access Profile 156 H 323 73 IP Phones 73 Proxy Address Resolution Protocol 104 QoS 212 Simple Network 50 74 Support 2 27 45 50 66 68 69 70 71 73 74 80 81 87 88 89 91 92 93 94 95 97 101 102 103 104 106 107 126 142 144 145 147 150 154 155 156 159 162 163 174 184 187 209 210 211 212 215 219 Support during 212 Support Services 155 Supports routing 70 Supra 162 Surfing Internet 20 Surfing 20 Suspend
17. access control per user and standards based security enable remote workers LAN Hub Switching 1P403 and 1P406 support an eight port HUB that connects up to 8 PCs and or supported IP devices The Avaya IP Office Small Office Edition offers 4 Switched Ethernet ports Layer 2 and a dedicated Ethernet WAN port Layer 3 The 1P412 offers 2 switched Ethernet ports Layer 3 LDAP client support For standards based directory synchronization IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 4 Product Description 11th May 2004 Issue 11b 1 Introduction Applications Platform IP Office provides big business benefits and enhanced productivity for small and mid size businesses with a full compliment of sophisticated applications including e Voicemail Incoming callers never reach an empty office With Call Forwarding Dial by Directory the ability to retrieve phone messages via the PC Soft Phone and more e Auto Attendant Simplify service for customers with this easy to use graphical interface the ability to construct customized automated services means callers can efficiently navigate the system and reach the right person without the assistance of an operator Available with Voicemail PRO and Avaya IP Office Small Office Edition PCMCIA voice mail e Integrated Messaging Voice messages can be automatically forwarded to an SMTP email server or MAPI compliant email client and with Integrated Messaging Pro also
18. email Text To Spe within call flows Support for Visual Basic Scripts IP Office 2 1 OCopyright 2004 Avaya Inc All rights reserved Page 135 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Voicemail Pro Intuity Audix Emulation Features Voicemail Box Intuity Feature support VoiceMail Pro support Feature Basic Commands 4 or H Help Yes 7 or R Return to main menu Yes 9 or W Wait Yes 6 or N Look up number name Yes Q or X Exit system Yes 0 or 0 Transfer call to operator Yes 3 or D Delete Yes 8 or U Un delete Yes 4 or H Hold message in category Yes 8 or T Transfer out Yes 7 or R Log in again Yes 9 Increase speed Not supported 8 Decrease speed Not supported 4 Increase volume Not supported 7 Decrease volume Not supported 6 Skip forward Yes 5 Skip backwards Yes 6 Skip to next message component Yes 5 Skip to previous message component Yes 2 or 2 Rewind to start of message skip to Yes previous message 3 Play back header after pressing 2 Yes eL Print fax or text Available as an option but fax messages not currently supported Options for addressing voicemails 2 or A Alternate between name and number Yes addressing 5 or L Use mailing list for addressing Support planned for November 2004 0 Call the sender Yes provided Caller 1D is provided 1 Reply to the sender by voicemail Yes 2 Forward with comment at b
19. gateway to the rest of the world and its job is to cope with that traffic The router alleviates the need to establish and hold the call for the duration of a remote communication session by automatically establishing a connection only when data is to be passed Routers may be connected together using WAN Wide Area Network links that could be point to point leased lines managed IP networks Frame Relay networks or exchange lines Central Office IP Office platforms support all of these types of network connections The IP Office has a Wide Area Network WAN port that can be connected to a digital leased line service using either X 21 or V 35 interface at speeds up to 2048kbps Point to Point protocol PPP is used over this link The data within the call uses the Point to Point Protocol PPP which is used by the vast majority of manufacturers for linking routers PPP support is essential if it is not the same manufacturer s equipment at each end of the link Exchange lines Central Office can also be used in the event of failure of the WAN link or to provide alternate or top up bandwidth on demand All IP Office platforms have an integral router with support for bandwidth on demand that allows the negotiation of extra bandwidth dynamically over time IP Office initiates extra calls between sites only when there is data to be sent or sufficient data to warrant additional channels It then drops the extra channels when they are no longer needed Th
20. monitored If a User has Cannot Be Intrude feature programmed their calls cannot be monitored IP phones cannot be monitored IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 67 Product Description 11th May 2004 Issue 11b IP Office Product Description Ring Back When Free If an extension is busy and the user wants to be informed when the extension becomes free the system will ring the user s telephone and give the appropriate Caller Display information to advise that the destination is free When the telephone is picked up a call will be automatically made to the extension This capability can be set via Short Code Button Programming or Soft keys When accessed via Soft keys the Display will provide options of Call Back when Free and Auto Call Back Relay On Off Pulse IP Office is fitted with two independent relay switches for controlling external equipment such as door entry systems Control of these switches is via allotted handsets allowing the switches to be opened closed or pulsed as required Control of switches is also accessible via Phone Manager Pro SoftConsole and Voicemail Pro Suspend Resume Suspend Resume are only available on certain exchanges Central Offices supporting this ISDN feature When suspended the call is held at the local exchange freeing the ISDN channel for another call Resume reconnects to the held call Suspend Call Waiting Suspend Call Waiting is a compound feature th
21. rich services as enjoyed within a traditional network environment Our standards based approach allows interoperability within mixed vendor networks Features supported by H 323 are e Basic call set up voice e Call Hold e Call Transfer e Called Calling Name e Called Calling Number Small Community Networking When connecting IP Offices together over IP or Packet based networks Small Community Networking enhances feature transparency These networks can support up to a maximum of 500 users across 16 sites The following additional features are available e Busy Lamp Field e Camp on e Call Back When Free e Paging e Call Pick up e Centralized Voice Mail Voicemail Pro e Internal Directory e Absent Text Message e Anti Tromboning If larger networks are required QSig can be used to link multiple Small Community Networks together Functionality between the communities is governed by the QSig feature set IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 94 Product Description 11th May 2004 Issue 11b 7 Public and Private Voice Networks Generic Networking Features Least Cost Routing LCR By configuring a Least Cost Route calls may be routed via an alternative carrier Time profiles can also be used to allow customers to take advantage of cheaper rates at specific times Multiple carriers are also supported For example if local calls and international calls are to go th
22. which it stores in its flash memory The Manager program acts as the BOOTP server The BOOTP server recognizes the main unit by its MAC address this is a hardware address built into the unit at manufacture This information is obtained from a BOOTP entry which must also include the unit s IP Address and name of the software file to be sent BOOTP entries are created automatically and stored in the PC s registry C Callflow A general term for a sequence of actions used to determine what facilities are offered to a caller CAPI Common Application Programming Interface CHAP Challenge Handshake Authentication Protocol CHAP An authentication scheme used by PPP servers to validate the identity of the originator of a connection upon connection or any time later CLI Calling Line ID Information passed from the telephone network exchange to the IP Office Also called ICLID and CLID CLID Calling Line ID See CLI CLIP Calling Line Identity Presentation Displays the calling party s number to the called party Variations include withholding CLI and displaying alternative presentation numbers ANI automatic Number Identification is the USA equivalent CLIR Calling Line Identification Restriction CLIR Inhibits the telephone number of the IP Office being presented on an outbound call COLP Connected Line Identity Presentation COLP Displays the connected party s number to the calling party Useful where the call has been divert
23. 108 114 115 116 126 142 143 144 145 147 148 150 154 155 156 159 160 163 167 174 181 184 188 189 201 209 210 211 212 217 219 IP Address 50 74 101 103 104 105 212 IP Office 2 1 Product Description IP Address Assignment 50 74 IP addressto allocates 212 IP addressto 212 IP application 212 IP Extensions 27 73 201 IP Hard Phone 73 IP Hardphone 50 74 142 IP Hardphones number 37 IP Hardphones 37 201 IP Header Compression 103 IP Networks 91 92 101 106 IP Office back 70 call 87 connecting 94 connects 5 enables 156 Including 108 networking 92 number 87 IP Office 1 2 3 5 9 19 37 45 50 61 68 69 70 71 72 73 74 80 81 87 88 91 92 93 94 97 101 102 103 104 105 106 107 108 114 115 116 126 142 143 144 145 147 148 150 154 155 156 159 160 163 181 189 201 209 210 211 212 217 219 IP Office 2 0 217 IP Office Applications Introduction 107 IP Office Applications 107 IP Office Conferencing Capacity 147 IP Office Conferencing Center Introduction 150 IP Office Conferencing Center 150 IP Office Core 2 1 Software 2 IP Office DECT 156 IP Office employs 92 IP Office Management Utilities Introduction 189 IP Office Management Utilities 189 IP Office Manager 5 126 IP Office Overview 19 IP Office Servers 23 IP Office Small Office Editions 70 97 101 115 116 147 148 219 IP Office softphone 201 IP Office Supports 106 188 IP O
24. 2004 Issue 11b IP Office Product Description Dial Up Circuit Support Where the amount of traffic does not justify the cost of a dedicated leased line the system can provide data connectivity via dial up circuits using its E1 T1 or Basic Rate trunks Where speeds greater than a single channel are required 64K 56K additional channels can be added to the call as and when they are needed Point to Point Protocol PPP PPP is an industry standard Wide Area Networking Protocol that allows inter working with a wide range of 3 party routers PPP is used over dial up or leased line circuits where a single channel is used to connect the two locations together e g A single channel maybe a 64K channel on a dial up circuit or a 256K leased line etc Multi Link Point to Point Protocol ML PPP IP Office supports Multi Link PPP allowing additional calls to be made where bandwidth greater than a single channel is required The maximum number of channels available to data can be set on a service by service basis When the available bandwidth reaches a user defined limit additional channels can be automatically added Similarly when traffic falls then the number of channels in use can be automatically reduced If there is no data traffic on any of the channels in use then all lines can be cleared Since most carriers have a minimum charge for calls the period that a channel has to be idle before clearing is configurable Through these mechanism
25. 2010 2030 2050 20DS and 20CC terminals the 1P400 Office Digital Terminal module is available in 2 versions 16 or 30 extensions Terminals can be located up to 1km from the unit using CAT5 cabling see Handset Cable Lengths AVAYA 1P400 Digital Terminal 49 202122 23 24 Digital Terminal DT Digital Terminal DT lia ensio Extension Ports Front Panel 30 port version DC Power IP Socket DTE Port Expansion Port Rear Panel all versions IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 29 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Digital Station Module Provides support for the Avaya 4400 and 6400 series terminals The P400 Office Digital Station module is available in 2 versions 16 or 30 extensions Terminals can be located up to 1km from the unit using CAT5 cabling see Handset Cable Lengths The handsets supported are the 4406D 4412D 4424D 4450DSS 9040 TransTalk wireless set 6408D 6416D M 6424D M and the XM24 Digital Station DS Digital Station DS Extension Ports Extension Ports Front Panel DC Power IP Socket DTE Port Expansion Port Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 30 Product Description 11th May 2004 Issue 11b 3 Platform Overview 1P400 Office So8 Module The I1P400 Office So8 module provides 8 S Bus interfaces for Basic Rate ISDN devices ISDN Device Module Statu
26. 97 101 159 209 Integral 10 100 Hub 101 Integral 10 100 Mbit Layer 101 Integrated 107 Integrated Full Duplex 10 100 BaseT Ethernet Switched 50 74 Page 236 11th May 2004 Issue 11b Integrated H 323 Gatekeeper 3 Integrated Messaging 107 Integrated Messaging Pro 115 Interaction Rules 177 Interaction Rules Wizard 177 Interconnection enables 92 Interconnection 92 Intermec 81 Internal 64 65 66 67 70 71 94 115 126 142 147 154 155 159 162 217 Internal Calls 66 Internal Directory 94 Internal External 126 Internal External greeting 126 Internet surfing 20 Internet 5 20 97 102 104 150 154 209 211 212 Internet Access 1 20 102 Internet browsing 104 Internet Explorer 150 154 Internet Explorer 6 0 154 Internet Protocol 5 147 209 211 212 Internet Service Provider 104 Interoperability 94 156 Inthis 212 Introduction IP Office Applications 107 IP Office Conferencing Center 150 IP Office Management Utilities 189 IP Office Terminals 37 IP Telephony 73 TransTalk 160 Introduction 19 37 73 107 150 160 189 Intruded selected parties 66 Intruded 64 66 71 217 Intrusion Warning Tone 71 Intuitive Voice Mail Access 159 Intuity 116 126 143 144 Intuity TUI running 116 Intuity TUI 116 Invited 108 IP broadcast 212 types 73 IP 2 3 5 9 19 20 27 45 50 61 66 67 68 69 70 71 72 73 74 80 81 87 88 91 92 93 94 97 101 102 103 104 105 106 107
27. Access EU o o e cad 99 LAN to LAN ROUND ic 100 Data Networking Features viii ind eeeh 101 Integral 10 100 HD aii a at 101 Integral 10 100 Mbit Layer 2 Ethernet SWitCh ooooiocicicccnnnncnncocccnnnnnnnnnonnnnnononcnnn no nono nnrnnn cana nnnnnnnnnnnnnnnnnnn 101 Integral 10 100 Mbit Layer 3 Ethernet Switch cece cece inti reese non n on nc nnn nono non nara rrn nn nr rra narrar 101 DHCP Sere ata A diia 101 Leased line Upa 101 DialUp Circuit SUpport vosotras 102 Polnteto POMEPTO COCO MP lle 102 Multi Link Point to Point Protocol ML PPP onnnoniconcnoninaninana nara n aran aran ro nono n oran ar nora nora n oran nano na roca non acnnanans 102 FAM RYO A AA wee hee oes 102 SERVICE QUOTAS il A AA dl 102 TiMe PrO MES ia E E E 102 Bump o Aa 102 Password Authentication Protocol PAP c cccccccceccccceccceeceeeceeeceee cena cena cena veeaueeaueuaueueueueeeeeeeueuaesuaanenaines 103 Challenge Handshake Authentication Protocol CHAP ccssseccecccseeceeeeneeeeeseeeeeeeeeaeseesenseesessaeseessasseness 103 Data Header CompressiOn sirshan tne dA iets itl isl eaten detec ia bani na ein 103 Data COMPTE rr DNS 103 Bandwidth Allocation Control Protocol BACP cccccccccccccccecceee cess aran aran a nono ro nono n anno nano rnn nano na nana ro nano narinanans 103 CalIDACK oa e anata dices dic ES E 103 Domain Name Service DNS Proxy ccccccccsesceceeeeeeeeeeseneeeeeeeeeeeeeeeeeeeeesaeeeeeeeaeeeeeseaeseeeseaeseesaeaessessanana
28. Adds an additional 30 Plain Ordinary Telephone ports to the 1P403 1P406 and 1P412 e 1P400 Office Digital Terminal Module 16 700185606 Adds an additional 16 Digital Terminal ports to the 1P403 1P406 and 1P412 to support 20 Series Digital Terminals e 1P400 Office Digital Terminal Module 30 700185069 Adds an additional 30 Digital Terminal ports to the 1P403 1P406 and 1P412 to support 20 Series Digital Terminals e 1P400 Office Digital Station Module 16 700184807 Adds an additional 16 Digital Station ports to the 1P403 1P406 and 1P412 to support 44 and 64 Series Digital Terminals e 1P400 Office Digital Station Module 30 700184880 Adds an additional 30 Digital Station ports to the 1P403 1P406 and 1P412 to support 44 and 64 Series Digital Terminals e 1P400 Office So8 Module 700185077 Provides 8 ISDN device lines to the desktop e 1P400 Office Analog Trunk 16 North America only 700211360 Provides an additional 16 Analog trunks loop start or ground start and two power fail sockets e 1P400 Office Analog Trunk 16 EU 700241680 Provides an additional 16 Analog trunks loop start and two power fail sockets European CTR21 specification e 1P400 Office Analog Trunk 16 NZ 700241698 Provides an additional 16 Analog trunks loop start and two power fail sockets New Zealand specification IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 205 Product Description 11th May 2004 Issue 11b IP Office P
29. CLIP Caller Line Identification Presentation or ANI Automatic Number Identifier passed by the Telephone Company via the trunk line For caller display on analog phones CLIP ANI is converted to the analog version of the call display service CLIP ANI is also used by IP Office s PC programs such as Phone Manager and the PC TAPI interface Thus users can see the telephone number of the person calling Extensions can be configured to enable or disable Caller Display The Directory feature is used to assign names to recognized numbers IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 69 Product Description 11th May 2004 Issue 11b IP Office Product Description Dial Emergency Allows any user to dial a short code to override call barring and dial the emergency services External Control Port The door release mechanism on the unit consists of two relay switches which can be either normally open normally closed pulsed open or pulsed closed The External Control Port switches are used to trigger control purpose built door release equipment which is supplied by a third party All that needs to be done is to wire the trigger control output of the third party device to the appropriate External Control port pins The relay switch action is activated by use of a short code Phone Manager SoftConsole or Voicemail Pro action E911 A USA specific service Upon connection to emergency services P400 provides calling party in
30. Call Waiting 68 Suspend Resume 68 Suspended 65 68 SVP 81 SVP Certified 81 Switching WAN 92 Switching 92 Symptoms Quality Problems 209 Symptoms 209 Sync 160 System create Speed Dials 72 System 2 45 64 66 67 68 69 70 71 72 73 80 92 101 102 103 107 108 114 115 116 126 132 142 144 147 148 150 154 156 159 160 162 163 167 175 181 184 188 189 201 210 217 System Administrator 67 71 132 142 150 154 System dealing 73 System delivers benefits 160 System delivers 160 System Requirements Conferencing Center 154 Page 240 11th May 2004 Issue 11b System Requirements 144 154 System Summary 175 System s 101 System s routing 101 System s 2 line display 163 System s 4 line display 160 Systems running 188 T T1 2 9 101 147 201 T1 E1 PRI 93 T1 PRI T1 147 Tabs 108 143 Tailorable 175 Talk indicating 45 163 Talk 45 163 184 Tannoy 70 TAPI 215 217 TAPI 2 1 215 TAPI 2 1 Functions Supported 215 TAPI Reserved Fields 217 TAPI Reserved Fields Published 217 TAPI Link Lite 215 Target 175 Target Graphical Summary 175 Target Member Duration 175 TCP 5 TCP IP 114 144 211 TCP IP Networking 114 144 Technology Overview 73 Teklogix 81 Telecommunications 155 156 Telephone Company 69 Telephone Cord 163 Telephone Devices 163 Telephone Number 69 70 71 87 103 108 143 150 Telephone User Interface 126 Telephones 45 61 64 65 66 68 69 70 71 72 73 80
31. Caller Display Analog Phones 71 Calling Name supports 88 Calling Name 88 108 Calling Called Party Identity 159 Calls automatic manual recording 132 Blind Transfer 65 call sends 73 Hunt Group 72 IP Office 87 Line Identification Presentation 87 Line Identification Restriction 87 Name 108 non IP 201 Number 108 211 Outgoing 71 Supervised Transfer 65 terminal establish 73 voicemail 65 Calls 2 50 61 64 65 66 67 68 69 70 71 72 73 74 80 87 88 94 95 97 102 103 104 105 108 115 116 126 132 142 143 144 147 150 154 158 159 160 162 163 175 177 179 184 187 189 201 210 211 217 Calls begin 97 Calls Panel 108 Calls That 211 Calls transit 211 Calls waiting 2 65 67 68 108 143 217 Campaign 132 Campaign Manager 132 Can Intrude 64 217 Cannot 64 67 70 92 102 115 147 162 217 Cannot Be Intrude 67 Capacity 2 66 116 147 162 201 212 Carrying Clip 162 Carrying 162 Cascade Switch 20 CBC 2 CCC 174 175 177 CCC Reports 175 177 CCC Version 175 CE UL Dentori Safety Approved 219 Center 142 176 184 Central 68 87 88 97 156 Central Office 20 68 87 88 97 Centralized Intuity Audix 115 Centralized Voice Mail 94 Challenge Handshake Authentication Protocol 103 Challenges Home Office 1 Challenges 1 103 Changing transmit receive 162 Changing 2 162 Channels 45 68 87 88 89 95 97 102 147 162 163 201 211 CHAP 103 105 106 Charge Indication
32. Crystal Reports 2 Ease 2 105 142 162 E business 210 Email 2 81 104 115 150 175 176 E mail 177 Email Notification 150 E mail queue 177 Emailed 2 Emails 116 Embedded voicemail 116 Enable disable 64 Enable disable forwarding 64 Enabled disabled 66 Enables interconnection 92 P Office 156 user operator 66 Enables 61 66 69 71 92 106 108 116 132 143 147 156 175 177 184 187 212 Encapsulation 102 End Voicemail application 115 End 97 102 103 105 115 132 150 209 Enhanced Intrusion 66 Enhancements Reporting 175 Enhancements 175 Enter leave 150 Enterasys 81 Enters PIN 71 Page 235 11th May 2004 Issue 11b IP Office Product Description Enters 71 150 179 187 Es 116 Estimated Time 179 Ethernet 50 74 97 101 114 144 209 Ethernet Hub 97 Ethernet Switch 101 Ethernet Switching PC 50 74 Ethernet Switching 9 50 74 97 101 Ethernet WAN 9 101 ETSI CTR3 87 ETSI CTR4 87 ETSI Q 931 87 Eurofont Display 50 74 European 155 Even PC 115 Even 61 70 92 115 132 142 159 210 Even borrow 210 Exception 66 101 175 210 212 217 Exchange 70 87 97 Exchanges Central Offices 68 Exchanges Central Offices supporting 68 Expansion 27 219 Expansion Modules 219 Extended Callback Control Protocol 103 Extended CBCP 103 Extended Personal Greetings 126 Extension 27 64 65 66 67 68 69 70 71 72 73 108 115 116 156 187 201 217 Extension List 72 Extension Number 71 10
33. External O P socket AVAYA IP Office Small Office Edition 3ANALOG 4 POTS 6 7 8 4x Analog 8 x Analog 4x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC IP ro ee EXT i eS o o El ss L Functional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example CITI WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 11 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Small Office Edition 4T 4A 8DS 3 Vol P The IP Office Small Office Edition 4T 4A 8DS 3 VoIP provides e Four Analog Loop Start Trunks Caller ID enabled e Four analog Extension interfaces e Eight Digital Terminals 24xx 44xx 64xx Series plus 3810 and 9040 e Three VolP Codecs G 723 1 G 711 and G 729a e 4 Switched Ethernet ports Layer 2 e Dedicated Switched Ethernet WAN port Layer 3 e 2 x PCMCIA Slots for Wireless and Memory card support e WAN Slot for Optional WAN card V35 X 21 BRI T1 PRI e DTE port e Audio port for external music on hold source e Two relay switch port for door entry systems External O P socket 8 x Digital Station Ports 4 x Analog 8 x Analog 4 x Switched E
34. For out of hours calls or times when you just can t take calls IP Office provides voicemail and optional Auto Attendant services IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 61 Product Description 11th May 2004 Issue 11b IP Office Product Description Feature Handset Compatibility 2010 2030 2050 20CC 4406D 4412D 4424D 4602 4606 ae 4620 4624 6408D 6416D 6424D 2420D POT CLI POT A 0 AOLELE TETTETETT TETT Ce me EA EA EA EA ES A E 1 E A EA ee Ee E Eee EE IM Fel Fcc 0 15520 EA A EA A EA EA ee E E IA E Call istribution MS E A e erem e e ee ae a a a a a a E emo a A A A A Call Intrude amn e eee AAA AAA esa fete E ame MC A EA e AAA AAA cw E e E A a AAA SST BA BA BA BA AAA ACC E ps AAA Dial On Pickup Hotline A AAA Distinctive EAS Ringing AE E 1 1 a AAA pe AAA A Extension P pm papa pr paa CUECA ME A E IA Forward on No Answer Forward to Specified Number Forward Unconditional IP Office 2 1 OCopyright 2004 Avaya Inc All rights reserved Page 62 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling 2010 2030 2050 20CC 4406D 4412D 4424D 4602 4606 4612 4620 4624 6408D 6416D 6424D 2420D POT CLI Group In Out Make Receive h y e TI TI I T O ofofo of o z3 i oa gt of gt 2 wT ayo als as of of 2 of o lt 2 ot v alai Z of 2 ov ll i Ss y e py 2 2e 3 un o olg a
35. Hot Transfer perform 67 Hot Transfer 67 HotLine 66 Hours 61 69 71 72 95 102 116 126 132 163 184 Hours greeting 71 Hours recording time 116 However IP Office 159 However IP Office offers number 159 However IP Office offers 159 HTML 175 HTML file 5 HTTP 104 HUB 101 Hunt 2 64 65 66 67 69 71 72 108 143 179 217 Hunt Group calls 72 receiving 66 Hunt Group 2 64 65 66 67 69 71 72 108 143 217 Hunt Groups Names 108 l IChat 177 Contact users 177 ID 150 IDs 2 lEmail 177 IF 80 Ignore Call Waiting 65 Ignore 65 73 115 154 Illustrates 1P412 Office 201 1P412 Office PRI 60 El 201 Illustrates 201 211 Implementing Voice 73 Implementing 73 Important Notes 147 Inbound outbound 144 Including 2M 101 30 211 File Transfer Protocol 104 headset microphone 80 IP Office 108 PIN 71 Voicemail 20 Including 20 71 80 101 104 108 211 Incoming Call Route 70 Call Routing 70 Incoming 70 143 Indicating Talk 45 163 Indicating 45 163 Individual 69 71 72 102 104 105 108 115 150 155 179 211 Individual team 175 Industrial Scientific 160 163 Information 61 66 67 68 69 70 73 87 106 108 116 132 142 154 159 162 174 175 184 197 212 Information Protocol Routing 106 Information Protocol 106 Information regarding 67 Inhibits COLP 87 Inhibits 87 Install 80 116 142 148 150 154 181 212 Installation 156 163 189 212 Integral 2 73
36. Hub DTE port 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a T1 card giving 24 lines 1P400 Office PRI T1 Expandable by 6 Expansion Modules 1P406 Office Analog 4 700184716 1P406 Office supporting 8 port Ethernet Hub DTE port 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a quad analog loop start trunk card 1P400 Office Quad Analog Trunk Loop Start Expandable by 6 Expansion Modules 1P412 Office PRI 30 El 700184724 1P412 Office supporting 2 port Ethernet switch DTE Port 1 x X 21 V35 WAN port Music on Hold input IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 204 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options and 2 switch external Door relay control port Pre configured in the factory with an ISDN Primary Rate E1 card giving 30 lines 1P400 Office PRI E1 Expandable by 12 Expansion Modules e 1P412 Office PRI 60 El 700184732 1P412 Office supporting 2 port Ethernet switch DTE Port 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a dual ISDN Primary Rate card giving 60 lines 1P400 Office Dual PRI E1 Expandable by 12 Expansion Modules e 1P412 Office PRI 24 T1 700184740 1P412 Office supporting 2 port Ethernet switch DTE p
37. IP Office Product Description SpectraLink Voice Priority SVP Compliance Matrix When using this solution certain wireless access points must be used to ensure QoS for the voice conversation aa Make Model FH DS SVP Certified Field Verification Calls per Alvarion BreezeNET Pro 11 FH 4 4 2 or 5 0 103 3 Series Cisco Aironet 340 DS 10 13 11 03 11 07 1 10t 6 Cisco Aironet 350 DS 11 03 11 07 11 01t 7 Cisco Aironet 4500 amp 4800 DS 8 12 amp 8 24 8 55 5 Turbo DS Cisco Aironet 3500 FH 8 12 8 24 3 Proxim Orinoco AP1000 DS D3 7856 3 83 7 4a 5 Symbol Spectrum 24 FH FH 4 01 S2 4 02 12 3 Telxon Air 1 0 802FH UAP FH 8 12 8 24 3 Telxon 802 DS amp 802 DS 11 DS 8 12 8 24 5 Avaya AP 1 AP 2 DS 3 83 3 92 6 Avaya AP 3 DS 1 4 v222 7 Cisco Aironet 1200 DS 11 40t 7 Enterasys Roamabout AP2000 DS V6 02 6 Intermec Mobile LAN Access DS 1 51 or later 6 2100 2101 2102 LXE 6250 Access Point DS 3 83 6 Proxim AP 2000 DS 7 4 1 3 6 Symbol Spectrum 24 DS DS 2 21 23 2 51 21 6 3 50 18 Teklogix 9150 Wireless DS E301R J041 4 Gateway Alvarion BreezeNET Pro 11 Series software version 4 4 5 is not compatible with Avaya wireless telephones 2 Cisco Aironet 350 software version 11 21T is not compatible with Avaya wireless telephones Frequency Hopping FH Avaya wireless telephones support 1Mbps data rate only Direct Sequence DS Avaya wireless telephones support up to 11Mbps data rates IP Office 2 1 Copyright 2004 Avaya Inc All rights rese
38. IP412 ooooonnoncconcnnncno nono no nono nono nono n oran neue ceva oro n ono narnn a nn nann nano n an nnacinaninons 23 AI A O NA 24 IPA OG O a iia Ed 25 PALO liar A AAA AAA DA DS 26 External Expansion Module Units r iieiea eie re nen rn rn nn tree rn re nn rra rra re ner rn ren cnn 27 External Expansi n Modul ES iio a aged ies Watch ae A Manele a Shake 27 P4002 Oce PNE M odU E vacia A AA AE A adi ab 28 1P400 Office Digital Terminal Module ooooicccncnnncnnononccncnnnnnnnnnnononncnnnnnnnnnnnnrnnncn conan nnnnnnrn rr nn nn nn nn nnnannrrnancrnns 29 P Office Digital Station Module comio ici i 30 PAOO OTC S08 Mo a ac aaa 31 IPAGO OFICE WANDA A EA has ae A AAA AETA 32 P400 Office Analog Trunk Terri iia 33 Trunk nterace Cards aa a a A adidas 34 P400 Office BRI Ca krann aaa Wea aa da gan ade A a senha Suns uae eaae ia keane 34 IP400 Office PRI C rds TUEN EIR2 I ooi era dia e ai eeh 34 1P400 Office Quad Analog Trunk LS Card cccccccceccecceseeeceee nesses see eeeeeeeeeeeeeeseeeeeeeaeeseeeenseeeeseaeeseeessaaaeneenea 34 Internal Daughter Cards A ae arsenate owen seme eae dm alin ees 35 1P400 Office VC Module 2 5 10 20 30 cccccccsssececeeeeeeeeeseeeeeetenseeeeeesseeeeeeaseeeeeesseeeteesnaetensnaesesetananeeeeas 35 P400 Office Modemi Zi lucas iaa ladilla iria 35 4 TOrminallS A uniman innia OaE AN Aaa Aasaia PaSa Aaoi KN aAA ni Na kindin sakni 37 Introduction to IP Office Termas iaa e a e ea aAA 37 20L0 Terminal
39. ISP Internet Service Provider A business that supplies Internet connectivity services to individuals businesses and other organizations L L2TP Layer Two Tunneling Protocol A standard RFC2661 and RFC3193 for the connections of private network connections across the Internet LAN Local Area Network LCP In the Point to Point Protocol the Link Control Protocol LCP establishes configures and tests data link Internet connections Before establishing communications over a point to point link each end of the PPP link must send out LCP packets The LCP packet either accepts or rejects the identity of its linked peer agrees upon packet size limits and looks for common mis configuration errors Basically the LCP packet checks the telephone line connection to see whether the connection is good enough to sustain data transmission at the intended rate Once the LCP packet accepts the link traffic can be transported on the network if the LCP packet determines the link is not functioning properly it terminates the link LCP packets are divided into three classes 1 Link configuration packets used to establish and configure a link 2 Link termination packets used to terminate a link 3 Link maintenance packets used to manage and debug a link LDAP Lightweight Directory Access Protocol a protocol used to access a directory listing LDAP support is being implemented in Web enabled and Email programs which can query an LDAP compliant direc
40. Lite e Voicemail Pro e Centralized Intuity Audix Phone Manager Audio Conferencing Conferencing Center Cordless Solutions For Contact Center and CRM applications please see IP Office Contact Center CRM Solutions Product Overview For system management and reporting tools please see Management Utilities IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 107 Product Description 11th May 2004 Issue 11b IP Office Product Description SoftConsole SoftConsole The PC based Windows Operator Console SoftConsole has been specifically designed to benefit businesses through improved operator service Deployment of the SoftConsole provides the operator with the correct information to prioritize call handling and give the appropriate response to the caller At the same time the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner enhancing the image of the company Main Menu Bar Main Toolbar Call Details p g Current Call Information Directory Information Call Information i a Calling Name Extn786 ny eer Calling Number 786 Called Name Extn404 Called Number 404 Call Status Alerting Incoming Duration 00 00 in404 404 Extn403 403 00 00 Automated Extn201 Sales Extn410 Extn411 AAA A A E Roce Seiten eer Queue Panel Park Slot Panel Status Bar BLF Panel Held Calls Panel SoftConsol
41. Multi Link Point to Point Protocol Microsoft Point to Point Compression Protocol RFC1533 Dynamic Host Control Protocol RFC1350 Trivial File Transfer Protocol NTP RFC868 Network Time Protocol SNMPv1 RFC1157 Simple Network Management Protocol STD15 RFC1155 Structure and identification of management information for TCP IP based internets STD16 PTE RFC1212 Concise MIB Definitions STD16 NATA RFC1215 A convention for defining traps for use with SNMP MIB 11 RFC1213 Managment Information base for network management of TCP IP based internets MIB 11 STD17 Entity MIB Version 2 RP RFCTOSE Routing information Protea poo RFC2453 RIP Version 2 STD56 poo Rrci722 RIP Version 2 Protocol Applicability Statement STD57 TT rr A CN SEN A ZN Tre Use oT ACSA SG WAN ESP oA RFS Tre SETA WAR ENBIER po RFc2406 IP Encapsulation Security Payload ESP IA Fe ES TR internet Security association and Key arar TR nr ae IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 222 Product Description 11th May 2004 Issue 11b D Technical Specifications RFC2410 The NULL Encryption Algorithm and its Use with PSec hi RFC2411 IP Security Document Roadmap L2TP RFC2661 Layer Two Tunneling Protocol L2TP AN RFC3193 Securing L2TP using IPSec Entity MIB RFC2737 Entity MIB Version 2 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 223 Product Description 11th May 2
42. Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 37 Product Description 11th May 2004 Issue 11b IP Office Product Description 2010 Terminal The 2010 supports the following features e Message Waiting Light e On Hook Dialing e Receive amp Make Page e Hands Free Speech e Headset Capability e Wall Mountable e Hearing Aid Compatible e 6 Fixed Feature Keys IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 38 Product Description 11th May 2004 Issue 11b 4 Terminals 2030 Display Terminal The 2030 supports the following features e Message Waiting Light e On Hook Dialing e Receive amp Make Page e Hands Free Speech e Headset Capability e LCD Display Custom Large Call Information Widow and 2x16 Alphanumeric Display e 8 Key Direct Station Select e 4 Context Sensitive Soft Keys e 11 Fixed Feature Keys Speaker Scroll Redial Speed Dial Hold Answer Release Mute Divert No Calls Group Program e Wall Mountable e Hearing Aid Compatible IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 39 Product Description 11th May 2004 Issue 11b IP Office Product Description 2050 Display Terminal The 2050 supports the following features e Message Waiting Light e On Hook Dialing e Receive amp Make Page e Handsfree Speech e Headset Capability e LCD Display e Dual Color BLF e 8 Key Direct Stat
43. Office ne IE PERSEE 5 Sales Director Mobile Worker Home Worker IP Office Voicemail Pro complements the built in meet me conference bridge facility on IP Office 1P403 1P406 and 1P412 by adding guidance prompts as well as requesting PIN codes as participants enter the conference for security For example if conference calls are regularly scheduled Voicemail Pro can have pre programmed Call Flows for weekly conference calls e g every Tuesday between 2pm and 5pm using PIN code 1234 is the weekly sales call etc Furthermore if multiple conference calls are scheduled users can alternatively select which one they need to attend via a simple menu Should users encounter any issues calls can be automatically routed to the operator for assistance In addition if CLI ANI information is provided by the network Voicemail Pro can allow CLI ANI checks to be performed for further security IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 146 Product Description 11th May 2004 Issue 11b 9 The Applications IP Office Conferencing Capacity The IP Office platforms provide maximum flexibility for conferencing Today 1P403 and P406 Office systems can conference up to 64 parties at once or enable up to 21 three party conferences three 21 party conferences or any other equivalent combination 1P412 Office systems can conference up to 42 three party conferences or 2 x 64 party conferences This capability is
44. Pro also offers the ability to record calls for a variety of applications such as for training purposes or to monitor abusive callers Recording can be initiated manually by agents or automatically Recorded conversations can be later recalled in the same manner as voicemail messages Automatic recordings can be set via the IP Office Manager for a selection all calls based upon a variety of criteria such as dialed number caller s CLI ANI agent extension number inbound outbound account code time of day etc For storage considerations 1 minute of recording time is approximately 1MB of data on the target drive Manual recordings can be invoked by Phone Manager the record soft key on the display terminals or by placing the call on hold and invoking a short code e Note Recording services is not suitable for applications where recording is a legal requirement IP Office Manager In order to control a customer facing department or call center the supervisor may need to change set up parameters such as agent names campaign names call routing patterns or group memberships The Manager application allows them to carry out these changes quickly and simply from any client PC connected to the Local Area Network LAN The application can operate on the same PC as the Call Center View Wallboard and Report Clients giving the supervisor all of the tools they need to manage the customer facing department or call center from one desktop See Section 1
45. Properties for VBScript General Enty Prompts Spectic Reporting Results maei ha pee gt oe Sub Main digid dim registration Set Voice CreateDbject vmprow5 voicescript registration Yoice Register digid if regestration Then Ty Expand line 1 Remaining Characters 1000 OK Carcel Help Each VB script action used within a call flow can contain a maximum of 1000 characters however a call flow may contain multiple VB script actions within it IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 125 Product Description 11th May 2004 Issue 11b IP Office Product Description Personal Numbering Contact ability is all important in winning and maintaining business Voicemail Pro offers users the ability to remotely turn their voicemail on or off set their email forwarding edit their call forwarding and follow me numbers Together these actions provide a comprehensive Personal Numbering service for the user who needs to remain in contact regardless of their physical location C dr In the Office Working from Home Diagram illustrating personal numbering Extended Personal Greetings In Intuity mode the Voicemail Pro system has the ability to hold a number of greetings within each users mailbox that can be played to a caller In addition to the standard mailbox greetings the extended personal greetings provide the ability to present the caller with a greeting that r
46. Ridley E Graham Ferguson PE Graham Streit F lan Webber E John Tucker BR Kieran Begley Les Taylor Mark Cosgrove Merk Gibson E Mark Jaycocks E Mark Massingham E Matt Achtield E Matt Rogers IP H Michael W PO F Michael W WGC E Mgel Olding E Peter Kratzel E Phil Kyle F Phitppe du Fou E Richerd Hill E Shaun Steger L E Sukhwant Bal EJ Terry Jones As with Phone Manager Pro the iPhone Manager Pro offers the same GUI interface for the user to take control of making and receiving telephone calls Like Phone Manager Pro iPhone Manager Pro communicates with the IP Office system unit via the LAN The difference is that there is no physical terminal and conversation actually takes place via the PC s soundcard The physical set up must include a headset microphone connected to the PC s soundcard or USB port iPhone Manager Pro has the significant advantage for mobile users with remote access to the LAN providing a phone within their laptop with all the features available as in the office Notes e iPhone Manager Pro requires on a multi media PC running Windows 2000 and Windows XP operating systems with speakers and microphone installed USB headset USB handset or soundcard e The minimum PC specification is a Pentium 400 MHz 700 MHz recommended or above with 128MB RAM minimum e iPhone Manager Pro supports QoS in the form of DiffServ for both Windows XP and Windows 2000 when used in SoftPhone mode IP Office 2 1 Copyri
47. Telephones 66 73 142 Analog Trunks mix 9 Analog Trunks 9 201 Analog BRI 2 Analogue 147 156 Analogue Trunk Restriction 147 And or 1 2 115 132 Anda DHCP 212 ANI 66 69 144 Announcements 69 70 150 179 Answer 64 65 67 68 69 70 108 115 116 132 142 177 179 184 Answered Calls 108 Anti Tromboning 94 AP 2000 81 AP 1 81 AP 2 81 AP 3 81 Appendix refer 1 Appendix 1 19 ARP receiving 104 ARP 104 Asked 150 Asked during 150 AT amp T 88 Audio 73 114 144 145 150 Audio conferencing 145 Audio Port 20 Auto Attendant 115 Auto Call Back 68 Auto Connect 104 Auto Connect Time Profile 104 Auto Attendant 61 70 115 Automated 107 132 184 Automated Attendant 107 Automatic Call Distribution 69 Automatic Number Identification 66 Automatic Number Identifier 69 Automatic manual allow 132 Automatic manual 132 Automatic manual recording calls 132 Automatic manual recording 132 Auto negotiation 50 74 Auto senses 101 Auto sensing 101 Available Agents 184 Avaya 1 45 50 73 74 80 81 92 155 160 163 197 201 210 211 212 Avaya 20 20 Avaya 3810 45 155 163 Avaya 3810 Voice Terminal Attributes 163 Avaya 3810 Wireless Telephone 45 163 Avaya 6412 Digital Terminals 201 Avaya Cajun LAN 210 Avaya Grey Color 50 74 Avaya IP 81 Avaya IP Office 1 Page 233 11th May 2004 Issue 11b IP Office Product Description Avaya IP Office Family 1 Avaya IP Wireless Solution 81 Avaya IP Wire
48. Tree BOOTP 2 Operator 3 Se william wallis VoiceMal a Sy stem IP403 Se Wera Henderson WoiceM ail sy Line 0 ST Tyler Tims VoiceMai eee 43 28 Tim Davids VoiceMail Se Teressa Green 216 Voice ail sank Group 4 SE Stuart Tudor 230 VoiceMail Fez Main 200 Se Sally Caine 213 VoiceMail br Sales 301 Se Roger Soames 231 YoiceMail Fez Reception 300 SE Richard Waker 214 VoiceMail Pz Support 302 RemoteM anager YoiceMail Dialln Shortcode 70 SY Rebeca 205 VYoiceMail Service 0 Se Paul Philips WoiceM ail RAS 1 Se Oscar Felt 234 WoiceM ail g Incoming Call Route 1 NoUser VoiceMail WAN Port 0 S Nigel Palm 236 VoiceMail g Directory 1 Se Ngaire Evans VoiceMail Time Profile 2 SE Mick Evans 227 VoiceMail BB Firewall Profile 1 Se Mervin Porter VoiceMail AS IP Route 3 e Matt Godwerd VoiceMail Callwaiting e Go oe Least Cost Route 0 Y Licence 33 Account Code 2 A llasar Raostriction 111 Se Mathew Godw VoiceM ail m Mary Grays WoiceMail Login Fe The IP Office Manager operates on a copy of the configuration held either locally or on a network drive Configurations are prepared and reviewed off line before committing to the IP Office This has the benefit of ensuring a backup copy of the system configuration is always available for disaster recovery A number of other convenient features are provided by the manager including e Ea
49. USB port and DTE port for Terminal Adapter or TPAD applications 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a T1 card giving 24 lines 1P400 Office PRI T1 Expandable by 3 Expansion Modules 1P403 Office DS Analog 4 700184674 1P403 Office Digital Station supporting 8 x 44 or 64 Series Digital Terminals 2 Plain Ordinary Telephones CLI 8 port Ethernet Hub USB port and DTE port for Terminal Adapter or TPAD applications 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a quad analog loop start trunk card 1P400 Office Quad Analog Trunk Loop Start Expandable by 3 Expansion Modules 1P406 Office BRI 16 700184682 1P406 Office supporting 8 port Ethernet Hub DTE port 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with two quad ISDN Basic Rate card giving 16 lines 1P400 Office Quad BRI Expandable by 6 Expansion Modules 1P406 Office PRI 30 El 700184690 1P406 Office supporting 8 port Ethernet Hub DTE 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with an ISDN Primary Rate E1 card giving 30 lines 1P400 Office PRI E1 Expandable by 6 Expansion Modules 1P406 Office PRI 24 T1 700184708 1P406 Office supporting 8 port Ethernet
50. Up to two VCMs can be fitted to the 1P412 the other control units support only a single VCM The capacity of VCM module supported also varies e P401 Supports only a single VCM5 e 1P403 1P406 Support a single VCM5 VCM10 or VCM20 e P412 Supports any two from VCM5 VCM10 VCM20 and or VCM30 The VCM is also used for the embedded Voicemail system on the 1P401 see The Applications section 1P400 Office Modem 2 card The integral dual V 90 56kbps digital Central Site modem card allows termination of two simultaneous analog modem calls These calls are presented over a digital BRI or PRI bearer The 1P400 Office Modem 2 Module is supported on the 1P403 1P406 and 1P412 platforms IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 35 Product Description 11th May 2004 Issue 11b 4 Terminals Introduction to IP Office Terminals Terminals are the natural focal point for the users of any telephone system A communication platform may have very sophisticated functionality but without user friendly telephone sets much of this is hidden and thus unused by the average user All Avaya terminals are designed to ensure that features and functions are easily accessible to the user ensuring that through ease of use the full benefits of the system are delivered to the desktop The IP Office supports a wide range of dedicated digital terminals e 2010 Terminal e 2030 Display Terminal e 2050 Display Terminal e
51. Using NAT this is easily accommodated eradicating the need for the customer to change their network numbering scheme Typically a company maps its internal network addresses to a global external IP address and unmaps the global IP address on incoming packets back into internal IP addresses This helps ensure security since each outgoing or incoming request must go through a translation process This also offers the opportunity to qualify or authenticate the request or match it to a previous request NAT also conserves the number of global IP addresses that a company needs Proxy Address Resolution Protocol ARP Support for Proxy Address Resolution Protocol allows IP Office to respond on behalf of the IP address of a device connected to it when receiving an ARP request Auto Connect If a service is idle that is no one is using the Internet Auto Connect allows the IP office to periodically connect to a service This is ideal for mail polling to retrieve email from an Internet Service Provider An Auto Connect Time Profile controls the time period during which automatic calls are made for example not at weekends or during the middle of the night Firewall The integrated firewall provides an easy point and click configuration allowing the filtering of the most common IP protocols including File Transfer Protocol FTP and Internet browsing HTTP Each protocol passing through the firewall can be restricted allowed access in four diffe
52. VC US 700280191 Providing four US specification analog trunks four analog extensions and eight Digital Station ports Comes with sixteen voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DS 3 VC INT 700280209 Providing four analog trunks not US four analog extensions and eight Digital Stations Comes with three voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DS 16 VC INT 700280217 Providing four analog trunks not US four analog extensions and eight Digital Stations Comes with sixteen voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DT 3 VC INT 700280225 Providing four analog trunks not US four analog extensions and eight Digital Terminals Comes with three voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot
53. a a a a TT 219 Terminal Extension Cable Lengths iiem A id 219 Weight S Power CONSUMO currada OR aer aaa 220 NACO iaa taa ik atin eta AI an die 221 NT 222 A a ATAT TNT 225 WAGON TATT A TTT 233 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page vi Product Description 11th May 2004 Issue 11b 1 Introduction Avaya IP Office Family The Avaya IP Office Family is the latest advancement in converged voice and data technology from Avaya IP Office combines high end voice and data applications normally reserved for large enterprises with easy to use tools that allow the smallest of businesses to deliver cutting edge customer service Customer Relations Management Computer Integrated Telephony Voicemail Remote LAN Access high speed Internet Access and a full range of other communications tools have all been integrated into this cost effective platform making it the one tool required to meet all the communications needs of the small to medium enterprise The Avaya IP Office family is designed to solve the complex communications challenges of the Home Office Small Office and Medium Enterprise with simple yet powerful communications tools This document forms no part of a contract the specification of the Avaya IP Office family is subject to change without notice Not all components and features documented are available in all territories refer to Appendix A or your Avaya Representative for further details This docu
54. a conference created using either the phone or desktop applications Additional conference members may be added up to a maximum number of 64 members The 1P403 1P406 systems can support one conference of 64 calls or multiple conferences of up to 64 parties e g 21 conferences of 3 calls each The 1P412 has two 64 party conference circuits giving either 2 x 64 party or 42 x 3 party capacity e Notes Only two analog trunks are permitted in any single conference P401 supports a single 3 way conference Further conferencing options are available using Conferencing Center as detailed in the applications section Dial Ahead This facility enables a user when connected to a call to establish the status of another extension without having to place the original caller on hold The user can see whether the extension is free busy unobtainable or on divert the divert destination is also shown Dial ahead enables a user operator to try several extensions very swiftly without interrupting the call and to then inform the caller in advance as to where they are being transferred to This capability is available with the 20xx terminals and SoftConsole Dial On Pickup Automatically dials a specified extension when the phone is taken off hook Alternatively called HotLine This facility is commonly used in unmanned reception areas to allow visitors to easily gain assistance Directory The Directory is a list of up to 1000 numbers and associated names
55. a public unmanaged IP VPN where service levels cannot be guaranteed by the provider IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 92 Product Description 11th May 2004 Issue 11b 7 Public and Private Voice Networks Vol P across the LAN In a factory or campus environment voice calls can also be linked utilizing 10 100 Mbps LAN connections which can be copper or fiber This is again facilitated by the optional Voice Compression Module VCM In order to avoid bandwidth issues VolP across the LAN will require some form of bandwidth management Avaya s Cajun switches are the recommended option for this VoIP H 323 Vol P networking across the LAN Vol P across the Public Network Traditional circuit switched telephony over the public telephone network is restricted in the level of feature support that can be offered By deploying VolP over T1 E1 PRI IP Office is unique in realizing the benefits of Q 931 and H 450 supplementary service support Details of Q 931 and H 450 feature support is given below within Supplementary services within IP networks IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 93 Product Description 11th May 2004 Issue 11b IP Office Product Description Supplementary services within I P networks Supplementary services within I P networks Supplementary services within an IP environment are provided via Q 931 and H323 IP Office provides the same
56. an all in one box solution then Voicemail Embedded is the preferred option Voicemail Embedded uses the Voice Compression Module VCM and can be used on the IP Office Small Office Edition to provide an entry level voicemail service and Auto Attendant See IP Office Small Office Edition section or can be used on the 1P401 Compact Office to provide an entry level voicemail service The Voicemail server is multi lingual and can offer different prompts depending on the user s preferred language independently of the other internal users set ups Similarly external callers can hear prompts in their own language depending on their incoming call route e g based on CLI ANI or DDI DID This is very useful to multinational companies or in multi lingual markets IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 115 Product Description 11th May 2004 Issue 11b IP Office Product Description Centralized I ntuity Audix Where IP Office is deployed in Definity Multi Vantage ACM Environments it may be desirable to utilize the I ntuity Audix connected to the Definity Multi Vantage ACM to provide voicemail services to IP Office users Connectivity between IP Office and the Definity must be either a El or T1 circuit or an IP trunk running QSig services In addition to the IP Office license Key IP400 AUDI X RFA that enables this service further license keys may be required on the Definity Multi Vantage ACM Voicemail Embedded
57. be automatically transferred This is called a Blind Transfer A transferee can alternatively wait for the destination to be answered before hanging up to complete the transfer This is called a Supervised Transfer There is no differentiation between internal and external calls other than ringing sequence so it s just as easy to transfer a call to extension 201 as to a mobile cellular telephone Call Waiting If a user is busy on a call they can chose to have another call wait for them until they become free The user will be made aware that a call that is waiting for them by a call waiting tone and by using Phone Manager they will receive additional information to assist them to decide which conversation they wish to continue with The user may e Ignore the Call Waiting e Disable Call Waiting for the duration of this call e Clear the current call and pickup the waiting call e Place the current call on hold and pick up the waiting call e Suspend the current call into the specified park slot and pick up the waiting call e Pass the call to voicemail e Send all calls to voicemail Clear Call Waiting Similar to hold call waiting Clear Call Waiting is a compound feature that clears an existing call and answers the waiting call IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 65 Product Description 11th May 2004 Issue 11b IP Office Product Description Conference Calls Calls can be placed on hold and
58. can be simply retrieved by a click of a button Phone Manager offers telephony buttons to activate standard functions such as Answer Transfer Hold Account codes and Conference so you do not need to remember any specific feature codes You can also elect to forward your calls and easily edit the forward destination using Phone Manager rather than cumbersome features codes Phone Manager features a Busy Lamp Field and Direct Station Select This allows users to customize the application to reflect the status of their department immediate colleagues or the whole company as desired The Direct Station Select allows you to dial regularly used internal and external numbers via a single click The Busy Lamp Field feature 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 Calls can be easily parked using drag amp drop functionality Four Call Park areas which can be shared between users and operators or within a department further add to the ease with which the entire call handling process is streamlined with Phone Manager Phone Manager also offers Conferencing Center toolbar buttons that allow users to book a conference or join a web conference Note The booking feature is only available if permission is specified by your system administrator and Conferencing Center has been installed see the Conferencing Center section for further details IP Office 2 1 Co
59. efficiently Callers may have to wait for an available agent which increases costs to the customer and can be a potential loss of business due to abandoned calls and unhappy customers With CTI costs can be reduced through the following e Shortening the average length and duration of calls thereby maximizing the number of talk minutes per hour and reducing the required number of staff e Reducing reducing telephone line requirements e By using CLI ANI automating the call back of inbound abandoned calls the warm leads and outbound calls that were unanswered or received a busy signal e Professionalism improves the company image thereby increasing the volume of customer calls Increasing Productivity By implementing CTI organizations can reduce the average duration of each call ensuring that a higher percentage of call time is spent productively This extra time can be used to handle a larger call volume without increasing staffing levels Delivering Better Customer Service With CTI customer service can be improved in the following ways e Offering a faster more personalized service based on CLI ANI DDI DID and voice processing input by minimizing time spent on the discovery phase of the call e Providing a higher degree of accuracy of data entry e Retaining customer information on transfer avoiding the need to request or repeat information when transferred to another agent IP Office 2 1 Copyright 2004 Avaya Inc A
60. future growth Up to four analog telephones POTS two of which support a DECT wireless solution to allow the pickers freedom of movement with one of the remaining ports being used for a fax machine The eight port 10 100M Hub allows the local PCs and Printers to be networked Connectivity for all voice and data traffic between the Warehouse and the regional office is carried over the optional P401 WAN interface using Voice over IP and standards based compression through the optional P400 VCM 5 media card Two ISDN ports allow up to four simultaneous calls to the public network Kit List e P401 Compact Office DT4 e P401 Compact Office WAN Expansion e P400 Office Voice Compression Module 5 e 2x 2030 Display Terminals AVAYA 1P401 Compact Office 30T 4 3POT 4 5 LANG IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 198 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options I P403 Compact Office DT Scenario A customer with sophisticated telephony requirements needing 30 exchange lines and 80 Display Terminals This configuration provides support for 98 Avaya 20 series digital terminals 18 spare for growth and a single Primary Rate ISDN connection If growth beyond 18 users or additional line capacity were anticipated the 1P406 Office would be considered more appropriate Typically a business of this size would have a data network built using LAN switches such as the A
61. great for large briefings and uniquely on IP Office is made really powerful with the meet me dial in conference capability This means you no longer have to rent expensive conference bridges from your service provider instead IP Office can host the conference for you e Note The term conference party refers to both internal and external callers Control Unit Conference Capabilities The following tables show the maximum number of participants when calling via the different types of interface available on IP Office North America Maximum IP Office Small 1P403 Participants Office Edition 1 PRI T1 48 46 Internal users Rest of the World Maximum IP Office Small 1P401 1P403 1P406 1P412 Participants Office Edition ce O A A LS ES INE INE ANNE RENFE DER SUCRE ERA UE ESE AO ae ee Internal users Important Notes 1 Analogue Trunk Restriction In conferences that include external analog line calls a maximum of two analog line calls are supported per conference 2 External participants Each external caller requires a digital trunk VolP channel for example 1 T1 allows 23 24 external parties 1 El allows 30 parties and a VCM 20 allows 20 parties 3 Use of conference resources by other features System features such as call intrusion call recording and silent monitoring all use conference resources as does automatic recording if enabled When any of these features are active the number of slots available for c
62. insight into the balance between agent resource availability and call traffic load Caller satisfaction level It is possible to split these variables into two categories i e incoming and outgoing calls These figures can be displayed permanently both in a numerical format and as a percentage of the total calls presented on the incoming side and all variables associated with outgoing For example outgoing answered as a percentage of the total outgoing calls made A status bar provides a visual indication for each variable Historical analysis is provided by allowing the user to select the same variables containing yesterday s data so they can analyze the previous days performance against today s Historical report capture can cover a maximum 31 day period Data is stored in a CSV format enabling the export of the data into a reporting application that supports the CSV format e g Microsoft Excel The advantage to the customer is the option to use the reporting package of their choice and not be restricted to one data mining report package Key Benefits Lower TCO Provides small businesses with robust contact center measurements produced in an easily understandable format Standards Based Data is output to a CSV file format that is used by Microsoft Excel Customer can import format to other reporting applications Ease of Use CBC s real time charts are presented in an easily understandable graphical format all information is containe
63. multiple engines can be licensed on each Voicemail Pro system For example a four port Voicemail may have two TTS licenses enabled these two TTS engines will be used by all four Voicemail ports on a first come first served basis At any instance in time only two callers can use the TTS facility in this example Purchasing additional licenses will increase the number of TTS engines available The Avaya TTS RFA1 utilizes the Avaya TTS engine In addition to this license the TTS software media pack IPO CD IPO AVAYA TTS CD SET will also need to be ordered this is a 5 CD set containing the TTS engine software and all supported languages The 3 Party TTS SPPRT RFA provides the Voicemail system with a SAPI 5 interface for use with another suppliers TTS engine When using this license Voicemail Pro will look for a pre installed SAPI 5 compliant TTS engine on the Voicemail Pro server and utilize this for the delivery of TTS facilities Once again a TTS RFA will be needed for each TTS engine that is required For information all Microsoft Server Operating systems are shipped with the Microsoft TTS engine included as part of the system As a result this engine should be available for use by a customer as default The Microsoft TTS engine will operate with Voicemail Pro The Avaya TTS engine currently includes 14 languages as default During installation the Administrator can select which Languages they wish to have installed on the Voicemail Pro server Once
64. numbers When an incoming fax is received on one of these numbers DTMF tones which identify the individual are passed to the fax server This feature allows many users departments to share a fax server which could have as few as one or two lines Alternatively fax machines can be connected to any extension port on the Phone module Queuing Queuing allows calls to a Hunt Group to be held in a queue when all extensions in the Extension List are busy When an extension becomes free the queued call is then presented Whilst queuing if Voicemail is operational the caller will be played the Queue messages for this Hunt Group Queuing a Transferred Call to a Busy Extension When transferring a call if the destination extension is busy and the caller wants to hold for that person the call can be queued against the extension until the extension is free The transferee is no longer involved in the call Short Codes Short Codes are one of the most powerful facilities within IP Office As well as being used by analog telephones to invoke terminal features Short Codes allow for dialed number translation For example the creation of speed dial numbers call baring and alternate carrier selection Short Codes can be configured at user System and Least Cost Route levels Speed Dialing Short Codes can be used to create Speed Dials for system wide or individual use Time Profiles Time Profiles can be used to stipulate when a Conferen
65. o e oO o oO y D oO gt o 5 o 2 l Q Configure keyboard short cuts CLI ANI Name display Busy lamp field via speed dial Call history log in out missed messages OTO e UD olo o f o Q 99 D Y v D cr ow nw a silo Ea e D 2 2 5 gt s D 3 lt l a Slo J o al 2 313 3 a fa D vj gt 5 3 3 elel 8 2 S Dle gt vul o O15 O Q D via o Q oicemail box control Intuity and IP Office modes ime on call Door opening control ueue monitoring onference Control Display pe pre porono CHN E onferencing Center action buttons Screen pop contacts Outlook Goldmine ACT and Maximizer Agent Mode inging WAV file Advice of Charge Indication 2 3 O a Q Oo 5 o Q ct O Q Oo o Q O o map o un ct gt a ct lt D E a a Conferencing Center AN gt D S D x Q 3 S d xs 2 T a gt o 3 A ca 2 P S 3 S X Post Connect dial sending DTMF whilst connected to another party olP mode to run as an IP softphone Phone Manager Phone Manager Pro nun m un 49 49 es 2 Queues Phone Manager System Requirements IP Office 2 1 Any IP Office system and supported telephone Ethernet attached PC running Microsoft Windows 98 NT4 2000 XP in conjunction with TCP IP Networking Phone Manager Lite Pro Minimum Pentium 266Mhz or above with 64
66. of the caller s spoken answers and or the caller s key presses via DTMF At the end of the transaction the caller can be thanked and the completed transaction retrieved by an agent via a web interface or a short code Campaign Manager allows calls in queue to break out of the queue or be directed in an Overflow situation to complete their transactions thereby increasing customer satisfaction by effecting an answer to their call This ensures that a minimum of customers give up when forced to wait in a queue or even worse hear a recorded message stating that they are calling outside of office hours 3 Campaign Web Interface Microsoft Internet Explorer Of x Test bob jones Next New Next Active Next Processed Ident State DateTime CLI Name Brochure Address Ss AA AR E new y 19 04 2004 z 14 02 203 K 00 02 th New y 19 04 2004 6 a 12 10 03 00 041 L 00 04 00 02 E New zl 1904 2004 iias 00 02 00 01 00 01 Processed Submit aft Hold CTRL while selecting multiple qualifier internet Call Recording Voicemail Pro also offers Recording Services which allow the automatic manual recording of calls for a variety of applications such as for training purposes or to monitor abusive callers Recordings can be directed to the called extension s voicemail box or to any other mailbox for later retrieval The system administrato
67. onn nnnnonononinininocinaronara nara n oran oro nora n anno rnnn anno narco nono nnncrnnonons 13 IP Office Small Office Edition 4T 4A 8DS 16 VOIP oonnonnnoninicinoninnconononononononaco nara narn nano n aro n arc nano naronacinacinons 14 IP Office Small Office Edition 4T 4A 8DT 16 VOIP oooonnnonncnncnnconncononinononononoconora nono naro nano n anno rann ran narnnacinaninons 15 IP Office Small Office Edition WAN Expansion InterfaceS oooooooocnccicconinnnnninncncnnnnnnononnnonnnnnnnnnnnnnninnnncnnanacananones 16 P401 WAN E paN O ile AU ie Naa ere Bie ee ead A ese eee aed eta 16 P400 Office BRI Gad a AA fauna awadna AA A A Aa N ia 16 P400 Office TL PRINCE din 16 Optional Wireless ACCESS Poniran seir a oli bd tie 17 Optional Embedded Voicemail and Auto Attendant nn etnies 18 3 Platform OVERVICW wiscsssiccnccnacendcssenscvscncsscdscnsensudecsscecaaennadeescdecdscnssiensencuacns acesmensudcesnndensenenen 19 IPOF TICO OVEVI Wat A aiii 19 P401 Compact Office UNIES cional A Aa 20 PEO Compact OMIE A EAE EA EAE A aia 20 1P401 Compact Office Digital Terminal 2 0 0 0 ninenin ee a a e a iaaa 20 1P401 Compact Office Digital Terminal 4 sssssssssisisssesssisririttt i nieeeeeees 21 P401 Compact Office Upgrades sicivcn aces Git i lcd 22 IP Office Servers 1P403 1P406 and 1P412 Units ooooccccccncinnnonnnononono sees nonoronono naco noro nara n anno uenra ritin nano nanoninanons 23 IP Office Servers 1P403 1P406 and
68. operator station These will appear as a list in panel The operator can perform the following the functions Answer the highlighted held call Answer the longest held call Conference held calls see conferencing section above or Transfer held call e BLF Panel Busy Lamp Field Panel The BLF panel displays icons to indicate the status of selected users Each Icon provides information on individual users such as Unread User voicemail messages User status information e g Busy DND and Forwarded or Tabs can be configured to indicate different groups of BLF icons Exin202 Extn227 Extn207 Extn201 1 e Park Slot Panel The park slot panel can contain up to 16 system wide park slots with specific Park 1D s for each slot e Status Bar Shows current status of the system The bar is divided into four sections that display The current connection status The current Profile name Information messages e g alarm conditions and The number of new voice mail messages for the operator IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 111 Product Description 11th May 2004 Issue 11b IP Office Product Description SoftConsole Configuration SoftConsole has plethora of configurable options available to the operator to personalize the look and feel and tailor the usability specifically to each operator s personal preferences The following configuration options are available Directory Access PP Office SoftConsole Local Dir
69. pass data between locations over unsecured IP networks such as the public internet The corporate data is secured using 3DES encryption making it unintelligible to other parties that might be eaves dropping on the traffic Tunneling can be applied to link offices together or provide workers access to the office over the internet All Platforms support up to a total of 256K worth of encrypted traffic to multiple locations Initially inter working is supported only between IP Offices that are connected either directly on a WAN port or via the LAN using a 3rd Party router IPSec is enabled on IP Office through a License Key Note Check with Avaya for supported scenarios and 3rd party devices Layer 2 Tunneling Protocol PPP via L2TP Public Internet PPP authentication using PAP or CHAP takes place between directly connected routers only When using a public IP Network to connect sites this authentication takes place between the customers router and the service provide router that it is connected to In some circumstances it is desirable to authenticate between the customer owned routers jumping over all the intermediary routers of the service provide network Layer 2 Tunneling Protocol allow this to happen by facilitating a two stage authentication firstly with the service provider router then the customer router on the remote network Routing I nformation Protocol RIP RIP is a distance vector protocol that allows routers
70. reer nee eeneeeees 144 Audi CONFERENCING itis siete teva eet ed cena a tally e eee ee te et gl add 145 Why use Audio Conferencing aa 145 IP Office Meet Me Conferencing Solution cece ence e tree rere errr rere reed a n nana re ren rn ren rare rr rra 146 P Office CONTErenCING Capacitan 147 Control Unit Conference CapabllitiSS iii ae a 147 Voicemail Pro Requirements if PIN codes or guidance are required ec cece cece cece eee ett eee eeeeee nano nn ninia 148 IP Office Built In Conferencing Features eet rnrn rE tE ttt tE EEAEENENEEEEEENEEEEEEEEEEEEEEEEEEEEEEEEE EEE EEEEEE 149 Conferencing Cta ia a hands ena A AAA el 150 Introduction to IP Office Conferencing Center ssssssssiirirkettt ttrt itt ttet nnn E E ENANEEENEEEEEEEEEEEEEEEEEEEEEEE EEEE EE EE EEEE 150 Conferencing Center Schedule rica dra a a dt ts 150 Conferencing Center Web Client no non nro ren nano nnn nene r erre nenen ro nen earn renerenenennenens 153 SoftConsole Conferencing Center INtegrati0N ooooncnccnnnnnccccocococnnnnnnnononincnnnnnonononnnnnrnnnnnnnnnnnnincanincananenanonos 154 Phone Manager Conferencing Center Integration ce ce eee reer tree eet aa a nnneteneeeeeeees 154 System Requirements for Conferencing Center oo rere etn tteeeeeee eae ae aaa 154 Digit Cordless Solutions NON VOIP iii A A a a 155 Digit Cordless Solutions non VOIP ccccccccseecececseeeeceeeeeeeeeseeeeeeeeeeeeeeeeeeeeeeeseseeeeesaseeeeeeaseee
71. requests to the web callback queue IKE Internet Key Exchange A standard RFC2409 that forms part of IPSec operation IMAP Internet Mail Access Protocol An essential Internet protocol for E mail communication IMAP4 which is both a client and server protocol can enable voice and fax message access and storage through a PC interface IMAP4 also complements SMTP for retrieval access of messages IP The Internet Protocol IP is the method or protocol by which data is sent from one computer to another on the Internet Each computer known as a host on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet When you send or receive data for example an email note or a Webpage the message gets divided into little chunks called packets Each of these packets contains both the sender s Internet address and the receiver s address Any packet is sent first to a gateway computer that understands a small part of the Internet The gateway computer or IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 227 Product Description 11th May 2004 Issue 11b IP Office Product Description router reads the destination address and forwards the packet to an adjacent gateway that in turn reads the destination address and so forth across the Internet until one gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain That gateway then forwards th
72. stored centrally in the system A Directory Entry can be used to label an incoming call on a caller display telephone or on a PC application The Directory also gives a system wide list of frequently used numbers for speed dialing via Phone Manager or a display terminal For example Head Office can be displayed when a known CLI ANI is received A user can also select Head Office in the Directory List in Phone Manager or on the display terminal Directory to speed dial this number IP Office s Directory is LDAP Lightweight Directory Access Protocol compliant which allows it to be synchronized with the information on any LDAP server A maximum of 500 records can be retrieved by this method Distinctive Ringing It is possible for an analog telephone to ring in 11 different styles By default three of these styles are used for External Calls Internal Calls and Ring Back Calls Do Not Disturb This is the ability to temporarily stop incoming calls to a user s telephone It will prevent the user from receiving Hunt Group calls and give direct callers either Busy or Voicemail if available This feature can be enabled disabled from the phone or via the Phone Manager application If specific numbers internal and external are required to override Do Not Disturb these can be added to the User s exception list Enhanced Intrusion Whisper Page This capability enables selected parties to intrude on calls that are already in progress T
73. takes care of keeping track of the individual units of data called packets that a message is divided into for efficient routing through the Internet For example when an HTML file is sent to you from a Web server the Transmission Control Protocol TCP program layer in that server divides the file into one or more packets numbers the packets and then forwards them individually to the IP program layer Although each packet has the same destination IP address it may get routed differently through the network At the other end the client program in your computer TCP reassembles the individual packets and waits until they have arrived to forward them to you as a single file TCP is known as a connection oriented protocol which means that a connection is established and maintained until such time as the message or messages to be exchanged by the application programs at each end have been exchanged TCP is responsible for ensuring that a message is divided into the packets that IP manages and for reassembling the packets back into the complete message at the other end In the Open Systems Interconnection OSI communication model TCP is in layer 4 the Transport Layer TCP IP Transmission Control Protocol Internet Protocol is a networking protocol that provides communication across interconnected networks between computers with diverse hardware architecture and various operating systems IP Office 2 1 Copyright 2004 Avaya Inc All rights reserve
74. the brains of the system dealing with call distribution call control and the management of resources On power up terminals Gateways and MCU s make a registration request against a Gatekeeper who authenticates accepts or rejects their request to become a member of the zone Once accepted a terminal wishing to make a call sends a call set up message to the Gatekeeper who will then send an alert to the called party or if the call is to a non H 323 terminal establish the call via a Gateway H 323 Zone The design of IP Telephony systems has been driven with open standards in mind IP Phones Gateways Gatekeepers all support the H 323 standard and it is this that allows devices from different manufacturers to work together IP Office has the integral Gateway and Gatekeeper functionality required to provide a fully functional IP Telephony environment IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 73 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Hardphones 4602 IP Hardphone The 4602 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up down Speaker Voice Mail e 2X 24 Character based Eurofont Display e Message Waiting Indicator e Call Monitor Speaker e G 711 G 729a B Voice CODECs e QoS Options of UDP Port Selection DiffServ and 802 1p B VLAN e Single 10 100 BaseT Ethernet port e Sup
75. their Forwarding or Follow Me number from an external telephone A single Voicemail Pro server PC based can provide voicemail services to multiple IP Office systems over the LAN WAN or a Frame Relay network This is referred to as Centralized Voicemail and can reduce costs whilst facilitating communication between IP Office sites Other uses for Voicemail Pro include Whisper Announce which prompts callers for information usually their name which is recorded and passed on to the user s extension if free allowing them to choose to accept the call or not This is particularly useful on CLI ANI withheld numbers usually calls from telesales companies where somebody is trying to sell you something Voicemail Pro will not intrude onto busy extensions Assisted Transfer allows transfer of a call to a destination but allows the call to return to Voicemail Pro automatically for other options should the called party be engaged or not answer within a pre determined time By testing conditions such as whether out of hours calls can be routed depending on system or user definable criteria Conditions are constructed from a set of basic elements These elements can be combined within a single condition to create complex rules For example the Week Planner can be used to define the company s standard working hours and then combined with the calendar to define exception days such as public holidays vacation Voicemail Pro also offers the c
76. tone or be rerouted to the relevant divert on busy destination which may be Voice Mail if configured The integration of the devices extends beyond status information to incorporate more detailed feature integration including the simultaneous presentation of voice mail indication Other advanced features Cordless users require many of the standard as well as advanced functions available to users of Desktop handsets All terminal users including mobile have access to the system codes on IP Office and are therefore able to benefit accordingly However IP Office offers a number of enhanced features in conjunction with both cordless options detailed above The variety of features addresses the needs of even the most sophisticated user These enhanced functions include CLI ANI Presentation or associated name Voicemail Message Waiting Indication Intuitive Voice Mail Access Call Waiting Indication Presentation of Calling Called Party Identity Access to both Internal amp External Directories for simplified dialing Parallel ringing vibration support and user definable ring cadence with a fixed phone twinning e 20DT DECT Cordless Handset P Office s DECT Handset the 20DT forms an integral part in the IP Office terminal range in terms of design and functionality The 20DT incorporates design ideals from GSM technology phones into the work place through its modern and robust shape The 20DT is described in section 3 referring to Terminal
77. usage against account codes etc The IP Office SMDR utility does not provide any reports or graphical analysis of telephone usage For multi site IP Office configurations one IP Office SMDR application per site is required The following operating systems are supported Windows 98 SE Windows 2000 Windows NT 4 and Windows XP IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 196 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options Configurations and Factory Build Options This section provides information on the factory builds available for each of the base modules along with some example configurations Not all options are available at launch please contact your Avaya representative for local up to date information e P401 Compact Office Digital Terminal 4 e P403 Compact Office DT e P406 Office e P412 Office e Factory Configurations e Country Availability IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 197 Product Description 11th May 2004 Issue 11b IP Office Product Description I P401 Compact Office Digital Terminal 4 Scenario A customer requiring a voice and data solution for a warehousing facility remote from a regional office Three administrators and two pickers staff the warehouse This configuration provides support for four Avaya 20 series digital terminals one for each of the administrators leaving a spare port for
78. with the additional benefit of each agent being able to configure and monitor a personalized view of the contact center via their own PC wallboard A CCC agent is able to split their PC Wallboard into twenty 20 different variables refer to CCC System Administrator manual for details that allow different measures of groups and agents in real time The data that is selected is identical to that of the physical wallboard Examples of this are Answered Calls Longest Call Waiting Agents logged in and Lost Calls CCC version 4 also provides a supervisor template that will prevent users from continually changing the parameters without permission Report Manager and Report Designer The Report Manager provides in depth historical reporting on the customer facing department s activity Report Manager provides 48 standard reports for measuring both overall contact center call handling and individual team performance to enable improved human resource management These standard report templates may be parameterized by the user in terms of date range group shift etc to create their own management ready reports These reports can be scheduled to run at a specified date and time or repeated at defined intervals Optionally Report Designer may be added to allow the user to create custom reports or modify and change standard reports providing total flexibility in the presentation of traffic and agent information Report Designer is aimed at the cont
79. 0 Common Management Utilities for further details Workforce Management I nterface A generic API is available to facilitate the integration of several workforce management packages including those from QMAX Systems Limited and Blue Pumpkin Software to the IP Office CCC server Avaya only provides the interface license the management software is priced supplied installed configured and maintained by the supplier directly Compact Business Contact Center Modules Summa ariables Pares o yan IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 181 Product Description 11th May 2004 Issue 11b IP Office Product Description Technical Description Configuration All CCC CBC applications are based on industry standards and exploit the resilient Windows NT4 2000 XP operating systems and Microsoft s MSDE and SQL technology Openness and data export are achieved through standard SQL tools and ODBC drivers as well as a very powerful Report Designer module This sections sets out the minimum requirements for both the server and client platforms as follows Compact Business Center Server PC Delta Server e Operating Systems Supported e Windows 2000 Server SP2 and later e Windows XP Professional e Windows 2000 Professional SP2 and later e PC Specification e Pentium III 500MHz or higher e 10GByte hard disk e Minimum 256 Mbytes of RAM Client PC e Operating Systems Supported e Win
80. 0 series handsets e 2 x Analog telephone ports e 1x BRI 2 Lines e Four 10 100 Mbps LAN Hub ports with Cascade Switch for connecting to external hubs e USB port e DTE port e Audio port for external music on hold source e Two relay switch port for door entry systems External O P socket e 4 data channels Note A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example four people surfing the Internet will use a single data channel since they all share the same line to the ISP Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines IP extensions do not use data channels AVAYA 1P401 Compact Office PA A 2 x Digital 2 x Analog 4 x Hub Uplink Cascade Switch Terminal DT Extension LAN Ports for LAN port 4 Ports Ports POT Front Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 20 Product Description 11th May 2004 Issue 11b 3 Platform Overview 1P401 Compact Office Digital Terminal 4 Pre configured with support of 4 x Digital Extension ports for Avaya 20xx series handsets 4 x Analog telephone ports 2 x BRI 4 Lines Eight 10 100 Mbps LAN Hub ports with Cascade Switch for connecting to external hubs USB port DTE port Audio port for external music on hold source Two relay switch port for door entry systems External O P socket 4 data channels Not
81. 004 Issue 11b Glossary A ANI Automatic Number Identification ANI See CLIP Assisted Transfer A call transferred from voicemail which if it returns again to voicemail will return to the previous position BACP Bandwidth Allocation Control Protocol BACP is a protocol specification for PPP that allows Multilink PPP routers to negotiate extra bandwidth dynamically over time Using BACP two routers can dynamically connect extra B channels at times of higher load then can drop the channels when they are no longer needed BACP is described in RFC2125 BDC Backup Domain Controller is a server in a network domain that keeps and uses a copy by a computer without interrupting its current or primary task For Windows NT Server domains BDC refers to a computer that receives a copy of the domain s security policy and domain database and authenticates logons Blind Transfer A call transferred from voicemail which if it returns again to voicemail will be treated as a new call BOOTP This protocol was invented when it was expensive to store software or configurations in small hosts and even more expensive to upgrade them so when the host was switched on it would ask broadcast on the LAN for its software A machine with a disk would reply and send the software Typically the BOOTP Server would send a file to the host using Trivial File Transfer Protocol TFTP The main unit uses BOOTP to obtain new versions of its operational software
82. 144 Charger Unit 45 163 Charging Stand 163 Stand Power Supply Adapter 163 Charging 163 Checking 87 Circular 69 Cisco 81 Cisco Aironet 350 81 Clear Call Waiting 65 CLI 66 144 175 CLI ANI 61 69 70 115 142 159 CLI ANI Presentation 159 Client PC 115 Clip Carrying 162 Clip 69 87 162 209 CLIP ANI 69 CLIR 87 Clock 101 Co Ax 89 COLP Inhibits 87 COLP 87 COLR 87 Column 217 Comment voicemail 116 Comment 116 Communications 19 45 97 115 155 160 163 167 174 184 188 Communications leads 155 Compact Business Center 2 Compact Contact Center 2 Compact Contact Center Version 2 Compact DECT 156 158 Compact DECT Control Unit 156 Compact DECT CU 156 Companding 163 Compared Service Providers based conferencing 145 Compared 145 Compliance Matrix 81 Compression Codec 210 Computer Integrated Telephony 1 Computer Telephony 184 Conference Bridge 67 72 148 150 Conference Calling 66 Conference Center Please 154 Page 234 11th May 2004 Issue 11b Conference Control Display 144 Conference Held Calls 108 Conference ID 150 Conference Room 108 Conference Transfer 50 74 Conferencecreated 154 Conferencing 45 67 108 142 145 147 150 163 Conferencing Center adding 150 System Requirements 154 Conferencing Center 2 66 142 144 150 154 Conferencing Center application 150 154 Conferencing Center Integration 154 Conferencing Center Scheduler 150 154 Conferencing Center Server 154 Confere
83. 150 163 Selected parties intrude 66 Selected parties 66 Separated incoming outgoing 144 Serial 174 Series 219 Server Side Components 177 Servers 66 72 101 103 115 116 170 174 177 181 187 212 Service failing 201 Service Providers based conferencing compared 145 Service Providers based conferencing 145 Service Providers based conferencing services 145 Service Quotas 102 Service by service 102 Services Out 69 Quality 81 209 Type 211 Services 3 61 69 70 72 73 81 87 88 92 93 94 97 101 102 103 104 105 106 108 115 116 132 145 147 155 160 163 177 184 188 201 209 211 212 217 Short Code 68 70 71 72 102 132 174 Signaling Conforms 87 Copyright 2004 Avaya Inc All rights reserved ignaling 87 ilence Suppression 210 imple Network Support 50 74 imple Network 50 74 imple Network anagement Protocol 50 4 ingle 10 100 BaseT thernet 50 74 IP hardphones 37 ite Planning 163 Small 2 94 115 142 167 188 219 Small Community Networking 94 Small Office 1 2 115 219 Small Office Edition 2 9 70 97 101 115 116 147 148 219 Small Office Edition Only 101 115 Small Office Edition Overview 9 Small Office Power Supply Unit 219 SME 81 SNMP 50 74 189 S08 Module 219 Soft 68 107 Soft Phones 107 SoftConsole 64 66 68 70 108 114 150 154 SoftConsole application 154 SoftConsole Conferencing Center Integration 154 SoftConsole PC Requirements 114
84. 19 101 211 1P403 1P406 66 1P406 19 23 27 70 97 101 147 148 211 219 1P406 Control Unit 219 1P406 Office 19 101 147 211 1P412 19 23 27 66 70 97 101 147 148 201 211 219 Index 1P412 Control Unit 219 1P412 Office illustrates 201 1P412 Office 19 23 101 147 201 211 1P412 Office PRI 48 T1 201 1P412 Office PRI 60 El illustrates 201 1P412 Office PRI 60 El 201 1P412 Only 101 IPHC 103 IPhone 73 80 144 177 201 IPhone Manager Pro 80 201 IPhoneManager Pro 73 IPSec 2 9 Is The 211 Is The Maximum Number Of Simultaneous VolP Calls That IP Office Supports 211 ISDN freeing 68 ISDN 68 70 87 147 ISDN Basic 87 ISDN Basic Rate 87 ISDN MSN 70 ISDN Primary 87 ISDN Primary Rate 87 Server 177 Service 177 ISP line 20 ISP 20 102 IT 19 155 IT Support 155 J J041 81 Joined left 150 K Key System 73 Keys 50 68 73 74 107 116 132 143 145 155 174 184 201 Kit List 201 L L2TP 2 LAN 5 73 80 81 91 92 97 101 105 115 148 156 210 212 LAN Bandwidth 73 LAN WAN Services 97 Language depending 115 Languages 115 187 Lanyard 81 162 Laptop 80 Laptop running 80 Laptop s soundcard 80 Launch Conferencing Center Web Client 154 Launch 154 197 Layer 97 101 106 211 LCD 45 163 LCP 103 LCR 95 LDAP 66 Leased Line types 101 Leased Line 97 101 102 Leased Line Support 101 Least Cost Route Page 237 11th May 2004 Issue 11b IP Office Product Description c
85. 2 switch external Door relay control port 1P401 compact Office DT4 700184633 1P401 Compact Office supporting 4 x 20 Series Digital Terminals 4 Plain Ordinary Telephones CLI 2 x ISDN Basic Rate 4 lines 8 Port 10 100M Ethernet Hub USB port and DTE port for Terminal Adaptor or TPAD applications Music on Hold input and 2 switch external Door relay control port 1P403 Office DT BRI 8 700184641 1P403 Office Digital Terminal supporting 8 x 20 Series Digital Terminals 2 Plain Ordinary Telephones CLI 8 port Ethernet Hub USB port and DTE port for Terminal Adapter or TPAD applications 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a quad ISDN Basic Rate card giving 8 lines 1P400 Office Quad BRI Expandable by 3 Expansion Modules 1P403 Office DT PRI 30 El 700184658 1P403 Office Digital Terminal supporting 8 x 20 Series Digital Terminals 2 Plain Ordinary Telephones CLI 8 port Ethernet Hub USB port and DTE port for Terminal Adapter or TPAD applications 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a ISDN Primary Rate E1 card giving 30 lines 1P400 Office PRI E1 Expandable by 3 Expansion Modules 1P403 Office DS PRI 24 T1 700184666 1P403 Office Digital Station supporting 8 x 44 or 64 Series Digital Terminals 2 Plain Ordinary Telephones CLI 8 port Ethernet Hub
86. 20CC Call Center Terminal e 20DS Unit e 20DT DECT Cordless Handset e 2420D Terminal e 3810 Wireless Handset e 4406D Terminal e 4412D Terminal e 4424D Terminal e 4450 Unit e 6408D Terminal e 6416D Terminal e 6424D Terminal e XM24 Unit e TransTalk 9040 Wireless Handset e Analog Telephones POTS In addition a number of IP Hardphones are supported For full details see IP Hardphones and Wireless VolP e 4602 IP Hardphone e 4606 IP Hardphone e 4612 IP Hardphone e 4620 IP Hardphone e 4624 IP Hardphone e 3616 Executive Wireless Phone e 3626 Ruggedized Wireless Phone e For maximum cabling distances please refer to Configurations and Factory Build Options e For details on IP hardphones see the 4600 series e Note Not all terminals are available in all territories Please check for local availability e Note IP Office does not support SIP hardphones as Release 2 1 Display terminals employ an intuitive interface at the desktop for the user ensuring that the complex array of features are simple to access The result is a context sensitive display that offers the user features appropriate to the terminal s status and that visually prompts and assists the user in programming or using the terminal The result is reduced complexity for the user ensuring all features are easily accessible This benefits the user and the company by facilitating the use of features that improve communication increasing efficiency and saving costs IP
87. 22 hours of standby time e Users can continue to screen calls because the upright position keeps the display clearly visible e In addition an optional extended use battery provides 8 hours of talk time and 72 hours of standby time When batteries are recharged repeatedly without first being fully discharged they can lose the ability to provide the output voltage for the full time for which they were designed This phenomenon is called the memory effect The TransTalk s charging cradle includes the capability to provide a deep discharge phase prior to charging in order to eliminate this failing Although the NiMH batteries used for the TransTalk are described as being highly resistant to the memory effect the charging cradles provide the deep discharge as a precaution The charging cycle for the spare battery always includes a deep discharge of the battery a Y hour process and then a one hour full re charge The charging cycle used for the battery in the handset is user selectable and can optionally bypass the deep discharge phase thereby allowing a full charge in one hour Capacity The TransTalk 9040 handset has a backlit four line display incorporating icons for line and feature access and status The display includes e A2x 16 character alphanumeric display capability for internal called and calling party information and external called number display e The capability for external Caller 1D if the network supports it e Access to ei
88. 23 1 210 211 G 729a 210 211 G 729a B Voice CODECs 50 74 GAP 156 Gatekeepers 73 Gatewayed 3 73 92 97 201 General 217 219 Generic Access Profile supports 156 Generic Access Profile 156 Germany 144 Get Down My Link 211 Get From Using IP Office Provide My Wide 210 Get From Using IP Office 210 Get From Using IP Office To Provide My Wide 210 Goldmine 143 144 Goldmine 6 0 144 Graphical All Media 175 Greece 144 Greetings 116 126 Group Membership 187 Group Paging 70 Groups BLF 108 Copyright 2004 Avaya Inc All rights reserved Groups 64 69 70 71 73 108 116 142 175 179 187 217 GSM 159 Guest Phones 155 GUI 80 H H 323 support 73 H 323 73 94 212 H 323 Architecture 73 H 323 Architecture comprises 73 H 450 93 H323 94 Handset 45 61 67 68 69 80 92 102 156 158 159 160 161 162 163 184 Handset Dial By Name 67 Handset Liquid Crystal Display 45 163 Handsfree Pouch 81 Head Office 66 Headset 45 80 160 162 163 Headset Option 162 Headset microphone include 80 Headset microphone 73 80 Healthcare 155 Hearing Aid Compatible 50 74 Hearing 50 74 Height 219 Held 64 68 69 72 108 172 Held Calls Panel 108 Held Panel 108 Hold 2 45 50 64 65 66 67 68 70 72 74 97 101 108 126 142 163 179 Hold Call Waiting 67 Hold Music 64 70 179 Hold voting 2 Holster Option 162 Home Office challenges 1 Home Office 1 116 Homeworking 20 Hospitality 155 Hot Desking 70
89. 24 per 6416 6424 Each IP Office DS module supports a maximum of two XM24 units only IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 58 Product Description 11th May 2004 Issue 11b 4 Terminals TransTalk 9040 Wireless Handset The 9040 supports the following features 2x16 character LCD display Intuitive Keys for driving the display 10 feature Keys Vibrating ringer option Fixed Redial button Headset connection Belt clip 3 5 hours talk time and 22 hours stand by time Lightweight weighing less than 80z Pocket size dimension 6 x 2 x 1 A desktop charger Headset option Note The 9040 requires the DRM D Dual Radio Module for TDL DCP for connectivity to DS ports One radio module can support two handsets in a common area Site survey highly recommended IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 59 Product Description 11th May 2004 Issue 11b IP Office Product Description Analog Telephones POTS As well as providing a lower cost alternative to system specific terminals analog terminals can still deliver a high degree of functionality They are particularly appropriate in applications where users are using Computer Telephony CT for a high proportion of call control Uniquely analog terminals that are compatible with caller display functionality can display the telephone number of the calling party if available Simple programming
90. 30 ports Further details on some of the Voicemail Pro Manager functionality listed above are described later in this section Further information on Queue Announcements Call Recording and Campaign Manager can be found in Compact Contact Center CCC IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 118 Product Description 11th May 2004 Issue 11b 9 The Applications Networked Voicemail Environments Networked Messaging Increasingly organizations are operating a number of different voicemail systems across a number of sites In this situation it is important to be able to provide integrated operation between voicemail systems so that messages can be passed between systems and delivered to a user s mailbox seamlessly This is achieved by IP Office Voicemail Pro being licensed to support Networked Messaging The Networked Messaging Solution defines a common set of features to allow inter working between Avaya voicemail systems In Intuity mode whilst listening to or having listened to a message the user can select the option to forward the message to another mailbox the mailbox entered can be any mailbox number on the local system or any mailbox on a remote Avaya system The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each Voicemail Pro server and will operate with other IP Office systems supporting this feature the Avaya Interchange and Avaya 3210 servers A
91. 4 Programmable Feature Keys with LED e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e 4 Display Soft Keys below the Display e 4 Display Navigation Keys right of the display Menu Previous lt Next gt amp Exit e DSS port to support 2 DSS4450 adjuncts Auxiliary power required e 7x24 character display IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 48 Product Description 11th May 2004 Issue 11b 4 Terminals DSS4450 Unit The DSS4450 works in association with the 4412D and 4424D telephone Auxiliary power is required Each DSS4450 provides an additional 60 Direct Station Select keys and dual color Busy Lamp Field DSS BLF Each telephone can support 2 DSS4450 adjuncts No more than 2 DSS4450 adjuncts are supported per DS Module IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 49 Product Description 11th May 2004 Issue 11b IP Office Product Description 4602 I P Hardphone The 4602 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up down Speaker Voice Mail e 2X 24 Character based Eurofont Display e Message Waiting Indicator e Call Monitor Speaker e G 711 G 729a B Voice CODECs e QoS Options of UDP Port Selection DiffServ and 802 1p B VLAN e Single 10 100 BaseT Ethernet port e Support for Simple Network management Prot
92. 5 181 184 201 210 Only affects 72 Only during 102 Only generating 175 Onlybe 212 On Site Mobility 107 Open Systems Interconnection 5 Opens 68 70 73 144 184 Operator 61 70 88 107 108 142 154 Operator Console 107 Operator wishes 108 Optional Internet Explorer 6 0 144 Optional Microsoft Outlook 98 2000 2003 XP 144 Options 2 50 64 66 68 71 74 87 91 103 108 115 116 144 156 159 163 179 197 Organizational Activities 155 Orinoco AP1000 81 OSI 5 Out played 71 Service 69 Out 61 64 69 70 71 72 104 108 115 126 132 144 150 163 179 217 Out Of Hours 126 Outdoor Box Outdoor Box DRM 160 Outdoor Box 160 Outdoor Box DRM Outdoor Box 160 Outdoor Box DRM 160 Outgoing Calls 71 Outgoing 71 143 Outlook 143 144 177 Outlook Wizard 177 Outlook Goldmine 144 Overflow 69 132 Overflow Group 69 Overhead LAN 210 Overhead WAN 210 Overview Wireless VolP 81 Overview 81 167 189 P PABXs 73 156 Packet 91 92 94 97 102 103 104 209 210 211 212 Packet Based Voice Networking 91 Packet carrying voice 209 Packet switching 92 Packetised 87 91 Packetized voice 87 91 PAP 105 106 Parameterized 175 Park IDs 64 Park ID s 108 Park Slot Panel 108 IP Office 2 1 Product Description Park Slots 65 108 Parked 64 65 108 142 Part Voicemail Pro 132 Part 70 132 150 159 177 Passwords use 67 Passwords 2 67 103 PBXs 45 73 156 163 PC Ethernet switch 50 74 even 11
93. 5 PC 9 50 61 66 67 69 73 74 80 101 108 114 115 116 142 143 144 148 150 156 PC application 66 67 PC Requirements 114 PC running 114 116 144 174 PC Specification 80 148 PC TAPI 69 PC based 154 PCMCIA 9 116 PCs 101 103 PDF 175 PDQ 105 Pentium 400 MHz 80 Pentium 450Mhz 154 Perform Hot Transfer 67 Perform 65 67 108 143 155 177 Permanent Virtual Circuits use 102 Permanent Virtual Circuits 92 102 Personal 72 Personal Assistant 64 Personal Fax Numbers 2 72 Personal Productivity 107 Personalization 143 Phone 2 50 64 65 66 67 68 69 70 71 72 73 74 80 107 115 116 142 143 144 150 154 155 159 160 163 176 184 201 212 217 219 Phone 16 Module 219 Phone 30 Module 219 Phone Manager 64 65 66 67 68 69 70 71 80 115 116 142 143 144 150 154 201 Phone Manager application 64 65 66 67 115 116 Phone Manager application and or 116 Phone Manager Conferencing Center Integration 154 Phone Manager Lite 142 143 144 201 Phone Manager Lite Pro 144 Phone Manager Pro 68 80 143 144 PhoneManager 69 150 PhoneManager application 64 Physical logical 212 Pilot 175 Pilot Call Duration 175 Pilot Distribution 175 Copyright 2004 Avaya Inc All rights reserved Pilot Response 175 Pilot Routing 175 Pilot Summary 175 PIN display 71 enter 71 includes 71 prompted 115 PIN 2 71 115 116 148 150 PIN checking 150 PIN Restricted Calling 71 Platform Supp
94. 60 163 167 174 175 179 181 184 187 188 197 201 210 215 Provides Queue Handling 179 Proxim 81 Proxy Address Resolution Protocol Support 104 Proxy Address Resolution Protocol 104 PSTN 212 PSU 219 Public 71 73 87 91 92 93 101 106 212 Public Network VoIP across 93 Public Network 71 73 91 92 93 Public Switched Telephone Network 212 Pulse 68 70 89 Purchase 163 174 PVC 92 102 Q 931 87 93 94 Q 931 signaling 87 Qmax 181 QoS support 212 QoS 3 50 74 80 81 212 QoS Options 50 74 QoS CoS 212 QSig 94 Quality Service 81 209 Quality 73 81 92 209 210 211 Quality Problems Symptoms 209 Quality Problems 209 Queue Panel 108 Queuing played 72 Transferred Call 72 Queuing 72 144 Quick Charger 81 Quick disconnect 162 R Radio handset 162 Radium 162 RAM 154 RAS 105 Rating 24Vdc 219 Rating 219 Reattempt 108 Receiving ARP 104 Hunt Group 66 Receiving 66 104 Page 239 11th May 2004 Issue 11b IP Office Product Description Reception 66 Rechargeable Battery 163 RECLAIM 65 Recording Services 132 Redial 45 50 74 142 163 Redial Button 163 Refer Appendix 1 Microsoft 154 Terminals 159 Voicemail Pro 148 Refer 1 67 73 80 147 148 154 159 163 Relay 20 68 70 92 184 Relay On Off Pulse 68 Relay switches controlling 68 Relay switches 68 Release 45 70 114 163 188 217 Release 2 1 70 Release 2 1 37 Remote Access 61 105 Remote Access Server 5 61 105 Re
95. 700241656 Interface card for the 1P403 1P406 and 1P412 providing 1 x E1R2 Primary rate port 30 lines Co Ax termination e 1P400 Office Dual PRI El 700185184 Interface card for the 1P403 1P406 and 1P412 providing 2 x ISDN Primary rate ports 60 lines e 1P400 Office PRI T1 700185200 Interface card for the 1P403 1P406 and 1P412 providing 1 x T1 PRI port 24 lines e 1P400 Office Dual PRI T1 700185218 Interface card for the 1P403 1P406 and 1P412 providing 2 x T1 PRI 48 lines e 1P400 Office Quad Analog Trunk Loop Start 700185192 Interface card for the 1P403 1P406 and 1P412 providing 4 x Loop start analog trunks North American specification e 1P400 ANLG 4 EU LS EXP 700241672 Interface card for the 1P403 1P406 and 1P412 providing 4 x Loop start analog trunks European CTR21 specification e 1P400 ANLG 4 NZ LS EXP 700241706 Interface card for the 1P403 1P406 and 1P412 providing 4 x Loop start analog trunks New Zealand specification IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 206 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options Country Availability IP Office is available in the following countries Please refer to your country price list for the availability of individual items e Australia e Belgium e Brazil e Canada e Chile e China e Colombia e Croatia e Denmark e Finland e France e Germany e Hungary e Ic
96. 8 217 Extension receiving 67 Extension s voicemail 132 External 27 66 159 External The 126 External The greeting 126 External Calls 64 66 69 71 External Control 70 External Control Port 70 External Directories 108 159 External Expansion Modules 27 External O P 20 F Factory Build Options 197 Fall Back 70 201 Fast Forward 143 Fax 2 72 Fax Over IP 2 Fax over IP interworking 2 Feature Comparison 144 Features available through CTI DECT license 159 Features available through 159 FH 81 FH DS 81 Field Data 217 Field Verification 81 File Transfer Protocol including 104 IP Office 2 1 Product Description File Transfer Protocol 104 Firewall 101 104 Firewalls 104 105 Fixed Feature Keys 50 74 Fixed Redial button 163 Flow Control 50 74 Follow Me 67 217 Follow Me Here 67 Follow Me To 67 Force login 217 Form DiffServ 80 Form 80 159 Forward All 187 Forward on Busy 217 Forward on No Answer 217 Forward Unconditional 217 Forwarding 67 108 FRAD 92 Fragmentation 102 Frame Relay framed 92 Frame Relay 87 91 92 97 102 Frame Relay Assembler Disassembler 92 Frame Relay s PVCs 92 Framed Frame Relay 92 Framed 87 92 97 102 Free 1Gb 114 50Mb 144 ISDN 68 Free 65 66 68 70 72 114 115 132 144 147 148 154 184 210 Frequency Hopping 81 Front Panel 20 FTP 104 Full Duplex 50 74 Further conferencing 66 Further conferencing options 66 G G 711 50 74 210 211 G 7
97. ACT and Maximizer es Simple contact record creation es Advice of Charge Indication this feature is only supported in Greece amp Germany Conferencing Center sending DTMF whilst connected to another party olP mode to run as an IP softphone System Requirements e Any IP Office system and supported telephone e Ethernet attached PC running Microsoft Windows 98 NT4 2000 XP in conjunction with TCP IP Networking e Phone Manager Lite Pro Minimum Pentium 266Mhz or above with 64MB RAM and 50Mb of free disk space sound card if audio features required e iPhone Manager Pro IP softphone version requires a VolP license in addition to the Phone Manager Pro user license Please see section 6 IP Telephony for the minimum PC requirements e Optional Microsoft Outlook 98 2000 2003 XP Act 6 0 Maximizer 7 5 and Goldmine 6 0 for contact management integration e Optional Internet Explorer 6 0 or above for Conferencing Center integration IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 141 Product Description 11th May 2004 Issue 11b IP Office Product Description Phone Manager Lite Phone Manager Lite allows all employees to access the features and facilities only previously available to those working in call centers or those companies deploying expensive proprietary feature phones on every desktop Using an analog telephone a digital terminal or an IP hardphone along with a networked PC on your
98. AVAYA Mg IP Office 2 1 Product Description 11th May 2004 Issue 11b Table of Contents L LNCrOGUCTION i ascii cines nia 1 Avayail P Office AMY A a nbs 1 What s New in IP Office 2 dica dba 2 Voice Communication Solution o cocccoccnnccnnnannnnnnnnnnnnnna nono nononnno nono n ono nor enano nano n aran a rn nara n aro n ar nn ara na nen nrn nano n ara nanannos 3 Converged Voice Communications Solution Ee narrar rn rrrannrnrnnrnnrin 3 Data COMMUNICATION SOLUTION id dea da dada aan 4 Applications Platformi ismidan se tice lunged beer besa dls 5 Management TOS tia A Ea 5 Scalable MO a E 6 Endpolnt Solution OPONE e adenine 7 2 IP Office Small Office Edition Platform ssssannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 9 IP Office Small Office Edition OvVervieW oocoocccncccnccnninononnnonnnonnnonoronoro nano tunnut rnnr tu ano nannn nano rn nn ro nono no nannnanorenaness 9 IP Office Small Office Edition 2T 4A 3 VOIP ooo nnnnncnoninininnninononoron oran a nono ra nono n oran oronarn nan n narco anno ran nnnrnnonininons 10 IP Office Small Office Edition 4T 8A 3 VOIP oo cccccccecccecee cece cess aran cena cena oran oran rnt nar rttr attnr anno ran nnar naci naninons 11 IP Office Small Office Edition 4T 4A 8DS 3 VOIP ononnnnnncncncnoncnoninacon ono n ono n ono nono nono nononrnnnrnnnrnn nano na nn noni nininons 12 IP Office Small Office Edition 4T 4A 8DT 3 VolP
99. Auto Attendant is to answer a call can be made on any of the criteria on the Incoming Call Routing form such as called number calling numbers and time of day Each Auto Attendant has a single menu of 12 items 0 9 that a caller can select from to either be transferred to a predefined number or replay the greeting The greeting for the menu is controlled by time profiles to allow three alternative messages to be played i e Morning Afternoon and Evening The embedded voicemail supports up to 15 hours of storage The number of simultaneous calls is limited by the number of Voice Compression channels that are available 10 Manager 255 255 255 255 C Program A File Edit View Tools Window Help 71 Configuration Tree BOOTP 0 i Operator 3 a System Small Office DT IP Office 2 1 Product Description A 4 i Manager Small Office DT cfg Name Moming Aftemoon Evening Ro AutoAttendant Morning la i Auto Attendant O x aa 0 0 Y w N Auto Attendant Actions e p _ Pe Oj x Transfer to Operator Normal Transfer Normal Transfer Normal Transfer Normal Transfer Replay Greeting Replay Greeting Replay Greeting Replay Greeting Replay Greeting Replay Greeting Replay Greeting Copyright 2004 Avaya Inc All rights reserved Sales Technical Accounts Woicemail Page 18 11th May 2004 Issue 11b 3 Platform Overview IP Office Overview Th
100. B channel V 120 offers enhancements over V 110 in that it uses a LAPD like protocol on the B channel so it is possible to support a number of multiplexed low speed devices over one channel i e V 120 makes better use of the bandwidth Voice Compression Module Support for the optional Voice Compression Module allows voice calls to be networked between Systems when WAN links are used Five compression algorithms are supported from 64kbp to 6 3kbps while the Voice Compression Module also provides echo cancellation where voice calls between systems are then broken out on to the public network Support is provided for the 5 10 and 20 channel variants of the Voice Compression Module VoIP Voice over Internet Protocol VoIP The technology used to transmit voice conversations over a data network using the Internet Protocol VPIM Voice Profile for Internet Messaging Allows different voice messaging systems to exchange voicemail over the internet IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 231 Product Description 11th May 2004 Issue 11b Index 2 2 5mm DC 219 2 5mm headset 162 2 6Kg 5 8lbs 219 2 8Kg 6 3lbs 219 2 9Kg 6 5lbs 219 2048Kbps 97 20DT 159 20xx 66 21 party 147 235mm 9 3 219 245mm 9 7 219 24Vdc Rating 219 24Vdc 219 255mm 10 219 255mm 10 0 219 256K 102 256Kbps Link 211 256MB RAM 154 2A 219 2 line 45 163 2M including 101 2M 101 2Mbps Link 211 2nd 126 2 port 148 2 stage call 71 2x64 147
101. Center application Once registered users can review the system resources before booking a new conference book a conference as well as list pending conferences they have previously set up The user setting up the conference can then add participant details including their email address and their telephone number This allows email notification to all participants confirming the conference call details including the conference name description host contact details bridge number conference 1D their unique participant PIN code if PIN checking has been selected and the URL web address for the web client if web support has been selected Participants details can be amended prior to the start of the conference IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 150 Product Description 11th May 2004 Issue 11b 9 The Applications Voice Conferencing Notification VCN can also be activated for selected participants This allows Voicemail Pro to dial out to participants when the conference is about to start and bring them to the conference bridge if they are available Advanced security is available by generating unique PIN numbers for every participant allowing them to be recognized by the system and displayed on the Conferencing Center Web client if selected see paragraph below If announcements are required Voicemail Pro can announce each participant by asking them for their name which is then announced to all partici
102. Code Log by Target Graphical 47 Outgoing Account Code Log ida Core bog by Target 48 Outgoing Most Common Destination by 11 Agent Activity Trace Agent Group 12 Agent Activity 49 Pilot Call Duration 13 Agent Callback Request 50 Pilot Distribution by Target 14 Agent Group Busy Status 51 Pilot Distribution 15 Agent Group Graphical Summary All Calls 52 Pilot Response 16 Agent Group Graphical Summary All Media 53 Pilot Routing 17 Agent Group Graphical Summary 54 Pilot Summary All Calls 18 Agent Group Member Call Duration Report 55 Pilot Summary All Calls 56 System Summary 19 Agent Group Member Duration All Media 57 Target Graphical Summary All Media 20 Agent Group Member Duration 58 Target Graphical Summary 21 Agent Group Tabular Summary All Calls 59 Target Member Duration All Media 22 Agent Group Tabular Summary 60 Target Member Duration A Aent Group Magula f 61 Transfer Call Tracking Detail by Agent 24 Agent meiduel All Media 62 Trunk Group Activity 25 Agent Individual 63 Trunk Group Busy 26 Agent Tabular All Media 64 Trunk Group Call Duration ere hee Tabulis 65 Trunk Group Response 28 Customer Tracking by Call Identifier 66 Trunk Group Summary od Tracking BYGEL 67 VM Call Flow Monitor by Call Flow Name 2000 call Burana 68 VM Call Flow Monitor by Topic 31 DDI Distribution by Target 69 VM Call Flow Monitor 32 DDI Distribution 70 VM Summary 33 DDI Re
103. E aa O na aiaa aT 38 2030 Displ y Tela aia 39 2050 Display Termina iii A ta di 40 20CC Cal Center TAM Nal E E Exe 41 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page i Product Description 11th May 2004 Issue 11b Table Of Contents DOD SAU Is ec E E tr Soa nde dats Wtchastaunta vs hres e Ia 42 20DT DEGT Cordless Hands Ei A A a 43 24200 Til A ada 44 3810 Wireless HS iii died 45 4406D OM AA A Le a a aa nae 46 A AO 47 CRA A O 48 DSS44 5 0 U lisos oa Aleta 49 AGO PAPA A eo 50 4606 IP HardphoNE n aipeanna sacha ie ey E AAE EAA AE Eaa seve AAD EA AEEA AANER weavers Taaa DAE noii aiia 51 4612P HardphoNe ii ie aa o a ai ee 52 4620 40205 WIP Harp ON A A E ENEA EEA dened hanna ea 53 LOZA MP APN A ATA 54 61080 mM ln a A tec nase ine alts weawtehi wht Maat E e 55 6416D Terminal ir A A A Ad A teal id cp 56 6424D Mii A A Aint AR ads 57 AMA Oltra a esa 58 TransTalk 9040 Wireless HandS6t coooccccnnnoccnnnnncocnnononocononononononononnnnrnrnnrnn rn rrnn rn nrn rr nnnnrnrrnnnnnarronnnnrnrnnonnicanns 59 Analog Telephones POTS Ad 60 5 Telephony Functions amp Call Handling cooocccccoccconnnconanoncnancnonancnnnnnrcnnnnconannrnnnnrennanrnnnnnrnnaas 61 Telephony Functions Call Handling 0 EOE nn nn nar nrncnnnnnnrnrrr nen nrenancnnns 61 Feature Handset Compatibility seeen riene iae In rre Un ren erre rr nn rre a ren 62 EXTENSION FeatUrE Sirei rr AA A A AE A E AAA 64 ADOS E a aaa nee es 64 Call Covera
104. Edition is a compact platform specifically designed to meet the needs of very small businesses and home offices In a single unit it can provide a PABX with Auto Attendant and Voicemail Broadband Access Wireless Access Point WiFi and VPN tunneling Voice Compression is included as standard to support IP Extensions or provide IP Trunks back to a head office The IP Office Small Office Edition is available in the following configurations e 2 Analog trunks 4 analog extensions and 3 VoIP resources e 4 Analog trunks 8 analog extensions and 3 VoIP resources e 4 Analog trunks 4 analog extensions 8 digital extensions and 3 VolP resources e 4 Analog trunks 4 analog extensions 8 digital extensions and 16 VolP resources e Available as either Digital Station 64xx 44xx 24xx series handsets or Digital Terminal 20xx series handsets Digital Terminal versions are not available in all territories Check with your Avaya representative for local availability 1P401 Compact Office The 1P401 Compact Office is available in two versions Not available in all territories I P401 Compact Office Digital Terminal 2 supports two Digital Terminals Two Analog Terminals a single Basic Rate ISDN 4 port dual speed LAN hub and 2 data channels Data channels are used for Routing RAS and Voicemail applications I P401 Compact Office Digital Terminal 4 supports four digital Terminals four Analog Terminals two Basic Rate ISDN 8 port dual speed LAN hub a
105. External Expansion Module Units External Expansion Modules There are ten 19 Expansion modules The 1P403 platform supports any three of these modules P406 supports any six while 1P412 supports any twelve up to a maximum of 360 analog digital or IP Extensions e P400 Office Phone Module Available in three variants for 8 16 or 30 extensions e 1P400 Office Digital Terminal Module Available in two variants for 16 or 30 extensions e 1P400 Office Digital Station Module Available in two variants for 16 or 30 extensions e P400 Office So 8 Module Not available in some territories e P400 Office WAN 3 Module e P400 Office Analog Trunk 16 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 27 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P400 Office Phone Module Provides support for Analog telephones the P400 Office Phone module is available in 3 versions giving 8 16 or 30 extensions Telephones can be located up to 1km from the unit using CAT5 cabling see Handset Cable Lengths Analog Extension Ports POT Front Panel 30 port Version DC Power IP Socket DTE Port Expansion Port Rear Panel all versions IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 28 Product Description 11th May 2004 Issue 11b 3 Platform Overview 1P400 Office Digital Terminal Module Provides support for the Avaya 20 series digital display extension terminals
106. FAQ Voice over P Relevant Standards Supported The IP Office supports the following protocols and standards H 323 V2 1998 Packet based multimedia communications systems Q 931 ISDN user network interface layer 3 specification for basic call control H 225 0 1998 Call signaling protocols and media stream packetization for packet based multimedia communication systems H 245 1998 Control protocol for multimedia communication Audio CODECs e G 711 A law U law e G 723 1 MP MLQ e G 729 Annex A CS ACELP Silence Suppression Fax Relay IP Office to IP Office Fax Transport over IP Local End Echo Cancellation 25ms Out of band DTMF Jitter buffer 5 frames of jitter buffer Internet Standards Specification in addition to TCP UDP IP e RFC 1889 RTP RTCP Real Time and Real Time Control Protocol e RFC 2507 2508 2509 Header Compression e RFC 2474 DiffServ Type of Service field configurable e RFC 1990 PPP Fragmentation e RFC 1490 Encapsulation for Frame Relay e RFC 2686 Multiclass Extensions to Multilink PPP IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 213 Product Description 11th May 2004 Issue 11b C TAPI Functions Supported by IP Office TAPI 2 1 Functions Supported TAPI Link Lite provides the following functionality for TAPI 2 1 e LineAddToConference e LineAnswer e _LineBlindtransfer e LineCompleteTransfer e LineConfigDialog e LineClose e LineDeallo
107. Infrared Port To Support Future Applications Downloadable Firmware For Future Upgrades Wall Mountable With A Separate Orderable Stand Copyright 2004 Avaya Inc All rights reserved Page 51 Product Description 11th May 2004 Issue 11b IP Office Product Description 4612 I P Hardphone The 4612 supports all of the features of the 4606 with the following differences e 12 Programmable keys with LED e 4 Display Navigation Keys right of the display Menu Previous Next Exit e 4 Display Soft Keys below the Display e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up amp Down e 2x24 Character Display IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 52 Product Description 11th May 2004 Issue 11b 4 Terminals 4620 4620SW I P Hardphone In addition to the features of the 4602 4602SW the 4620 4620SW supports the following IP Office 2 1 24 Programmable Feature Keys presented in 2 pages of 12 Automatically labeled from the system no paper labels 6 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Large graphical gray scale display 168 x 132 dots 5 Fixed Feature Keys below the display Conference Transfer Hold redial and Drop 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options Full duplex speaker phone with acoustic cavity for improved sound quality Feature Key Module FKM interface
108. MB RAM and 50Mb of free disk space sound card if audio features required iPhone Manager Pro IP softphone version requires a Vol P license in addition to the Phone Manager Pro user license Please see section 6 IP Telephony for the minimum PC requirements Optional Microsoft Outlook 98 2000 2003 XP Act 6 0 Maximizer 7 5 and Goldmine 6 0 for contact management integration Optional Internet Explorer 6 0 or above for Conferencing Center integration Product Description Copyright 2004 Avaya Inc All rights reserved Page 144 11th May 2004 Issue 11b 9 The Applications Audio Conferencing Why use Audio Conferencing A problem familiar to any organization is that of communicating effectively As more and more people work from home or from dispersed locations how do you ensure that your employees are planning and working together effectively and regularly keeping in touch when they are separated by time and distance Also many companies choose to sub contract some services such as payroll logistics or manufacturing to third party suppliers How do you ensure that you can act as one virtual enterprise Audio conferencing provides a simple and effective solution Audio conferencing makes it easy to include key people wherever they are with minimum interruption from their work It responds to business needs that every company faces e More meetings but less time available e Increasing pressure to be at two loc
109. Manager rather than cumbersome features codes Phone Manager features a Busy Lamp Field and Direct Station Select This allows users to customize the application to reflect the status of their department immediate colleagues or the whole company as desired The Direct Station Select allows you to dial regularly used internal and external numbers via a single click The Busy Lamp Field feature 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 Calls can be easily parked using drag amp drop functionality Four Call Park areas which can be shared between users and operators or within a department further add to the ease with which the entire call handling process is streamlined with Phone Manager A 7 gt e Phone Manager also offers Conferencing Center toolbar buttons that allow users to book a conference or join a web conference Note The booking feature is only available if permission is specified by your system administrator and Conferencing Center has been installed see the Conferencing Center section for further details IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 139 Product Description 11th May 2004 Issue 11b IP Office Product Description Phone Manager Pro Phone Manager Pro builds upon Phone Manager Lite by offering the following additional features e Integration with Contact Management packages such as
110. North American Primary Rate I nterface I P400 Office PRI T1 IP Office supports Primary Rate trunks on 5ESS or DMS100 central office switches provided by AT amp T Sprint WorldCom and other Local Telcos Channels can be pre configured for the supported services or negotiated on a call by call basis Special Services can be configured to route calls to local operators or pre subscribed carriers for both national and international calls SSS Alternate carriers can also be selected through the configuration of IP Offices Transit Network Selection TNS tables IP Office also supports the Calling Name service over Primary Rate Trunks IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 88 Product Description 11th May 2004 Issue 11b 7 Public and Private Voice Networks Analog Trunks Loop Start Ground Start Loop Start Loop start trunks are available on the IP office as 4 port plug in cards for the base unit or as a stackable 16 port module The first two trunks on the stackable module are automatically switched to power fail sockets in the event of power being interrupted They conform to the TIA EIA 646 B standard The loop start trunks also support incoming caller line identification ICLID conforming to GR 188 CORE and GR 31 CORE standards IP Office can use this information to route calls or provide it to computer applications to display additional information about the caller Ground Start Not available in al
111. Office Small Office Edition Wizard is used with the range of IP Office Small Office Editions The wizard simplifies the installation process for the Small Office Edition and the elements specific to the Small Office Edition such as the Embedded Voice Mail and Integrated Wireless Access Point The Small Office Edition Wizard walks an installer through an installation by asking a series of questions allowing the wizard to build the appropriate configuration in the background The Small Office Edition Wizard is for use on single site stand alone systems The IP Office Installation and Maintenance Wizard is used with the entire range of IP Office systems The wizard systematically guides the installer through the installation of the system and checks the configuration for any errors whist configuring the system The Wizard provides integration with Voice Mail Pro for simplified voice mail access and the creation of start points within the Voice Mail Auto Attendant The Maintenance and Modifications Wizard for Users and Hunt Groups is used by Business Partners and suitably trained end users to modify a subset of the system functions This version of the wizard prevents unintentional system changes while providing a simple and intuitive interface for the most commonly accessed system management functions users and hunt groups IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 191 Product Description 11th May 2004 Issue 11b IP Office Pr
112. Outlook GoldMine ACT and Maximizer to facilitate screen popping of the contact details of an incoming caller dialing from the contact record with a simple mouse click and simple creation of new contact records with auto insertion of the telephone number whilst on a call e Voicemail box control with Voicemail Pro in either Intuity or IP Office modes which allows you to play rewind fast forward save or delete your voice messages Bob Jones Bob Jones Bob Jones AA Ea E CT my 2004471438 4 Julie Slaughter 210 2004 47 14 38 3 Julie Slaughter del nx a a rm oo __ e Private phone number directory which allows further personalization and improves productivity e Name matching f the Caller ID is recognized in the local PC directory the caller s name can be displayed e Simple incoming call scripting Scripts can be displayed based on the Caller 1D or the dialed number DID DDI to remind users of a specific greeting or sales pitch to use e Distinctive ringing Allows the configuring of distinct ringing on a per caller basis PC sound files can be associated with incoming callers numbers and then played through the PC speakers when a call is received from that number This allows you to easily differentiate calls from important customers and clients and those from unknown callers e Agent Mode operation which allows the user to perform contact center functionality without needing a specially designed contact
113. P Office Voicemail Pro and Microsoft Exchange email systems With Integrated Messaging Pro software installed on your PC you will find that your Voicemail messages will appear in your inbox along with your Email messages A Voicemail message is shown with a telephone icon To listen to the message open it by double clicking on it O Inbox Microsoft Outlook oA Mew gt Je OY X ReBeriy Repito Al OB Forward Ep EisendReceive 29 Find Yqorganize CA gt Inbox ww Folder Lit HIP a rm 7 subject Recetved sue La p gt BP Visits Calendar a Vishal Patel Re Message Tue 09 09 2003 06 52 9125 G gt Calendar 2 YM Pro IMS External voice mail Fri 05 09 2003 13 52 291 KB A gt Contacts 8 0wmpro External voice mail from 304361 Fri 05 09 2003 12 29 DECT amp wereless rfo P YM Pro External voice ma 5253397 ed 03 09 2003 16 53 Deleted Items 12 OG WM Pro IMS External voice mail From 4781 Wed 03 09 2003 18 03 416 KB Drafts OG yh Pro ims External voice mail From 01707299914 Wed 03 09 2003 14 58 213 KB ff ean amp others a wh Pro ms External voice mail from 07785253397 Tus 02 09 2003 18 56 291 KB En at oe E amo Hs internal voice mad from Graham Strek Thu 26 06 2003 18 17 39KB Sfp Inbox 276 OB WM Pro IMS External voice mail from 01494587410 Fri 22 08 2003 15 03 455 KB y Infected OG VW Pro IMS External voice mail From 01784740025 Fri 22 08 2003 15 03 19 KB ff IP Office amp Competitor a VM Pro IMS Vokcemal Messag
114. P Office models support common software telephones and applications IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 6 Product Description 11th May 2004 Issue 11b 1 Introduction Endpoint Solution Options IP Office supports multiple endpoint solutions giving the small and mid size business maximum flexibility to choose according to their current and future needs IP Office with the Integral H 323 Server supports selected Avaya 46xx series of H 323 IP telephones 36xx Wireless VoIP sets and Phone Manager which can operate in CTI or IP Soft phone modes 1P400 Digital Station 16 or 30 Module supports selected MERLIN MAGI X 44xx series and selected 64xx 24xx digital series sets The IP Office Digital Station module will also support the TransTalk 9040 wireless handset The 4400 series telephones are not available in certain territories check for local availability The IP Office Digital Station module will support the new Avaya 3810 wireless handset and the existing TransTalk 9040 wireless handset 1P400 Digital Terminal 16 or 30 Module supports the Avaya 20 Series telephones not available in certain territories check for local availability 1P400 Phone 8 16 or 30 Modules support standard analog Phones faxes and modems with support for calling line identification IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 7 Product Description 11th May 2004 Issue 11b 2 I P Office Small O
115. Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC IP ol _ EXT AA o El s ee L 24V DC m 2A Functional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example ee a WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 13 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Small Office Edition 4T 4A 8DS 16 Vol P Specification as per IP Office Small Office Edition 4T 4A 8DS 3 VoIP except with 16 VoIP resources as standard 8 x Digital Station Ports AVAYA IP Office Small Office Edition 4x Analog 8 x Analog 4x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC I P ol ils EXT o El oe LL je Y o 0 Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example CIC WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 14 Product Description 11th May 2004 Issue 11b 2 IP Office Small Office Edition Platform IP Office Small Office Edition 4T 4A 8DT 16 Vol P Specifica
116. Security Payload A standard RFC2406 that forms part of IPSec F Frame Relay Connections to private or public Frame Relay services such as BT FrameStream can be made via the WAN port on the rear of main unit or the WAN port of an associated WAN 3 module Both data and Voice over IP requires the use of the Voice Compression Module are supported across Frame Relay G G 711 A Law 64K A VoIP compression mode Each voice call is converted from analog to digital refer to G 723 and uncompressed G 723 1 6K3 MP MLQ A VoIP compression mode A real time implementation of the ITU T Multi Pulse Maximum Likelihood Quantization MP MLQ 6 4 Kbps and Algebraic Codebook Excited Linear Prediction ACELP 5 3 Kbps speech coding algorithms The G 723 1 speech coder operates upon 30 ms frame of digitized telephone bandwidth speech signals sampled at 8 kHz The frames are divided into four 7 5 milli second sub frames of 60 samples each Each frame of 240 input samples is converted into 12 16 bit word of compressed data at the high rate or 10 16 bit words of compressed data at the low IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 226 Product Description 11th May 2004 Issue 11b Glossary rate The Voice Activity Detection Comfort Noise Generation VAD CNG specified in Annex A to ITU T G 723 1 is fully implemented and may be used to further reduce the average bit rate G 726 ADPCM 16K 32K A VoIP compression mode Each voice
117. SoftConsole users IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 114 Product Description 11th May 2004 Issue 11b 9 The Applications Voicemail Voicemail Voicemail is one of the many applications provided to increase business efficiency and improve client handling Voicemail provides the equivalent of a telephone answering machine on every employee s desk indeed voicemail facilities can be allocated to remote employees even though they may not have a desk or telephone in the main office Voicemail allows callers to leave messages for you when you are out of the office away from your desk or engaged on another telephone call Voicemail messages can be retrieved either locally or remotely via any telephone you will be prompted for a PIN number if you are using any telephone other than your allocated extension or a trusted location e g your mobile telephone Alternatively you can forward your voicemail to your email and collect it via your PC This approach allows you to use your PC to display your two different types of messages It also frees your telephone for incoming calls whilst using your PC to playback your voicemail You can then also forward your voicemail just like any email For full integration with Microsoft Exchange server and control of voicemails from your client PC please see Integrated Messaging Pro described later in this section Voicemail when used in conjunction with IP Office s Phone Man
118. The following table details the maximum cable lengths supported for the telephone range using AWG22 24 and 26 cabling Phone AWG22 AWG24 0 5mm AWG26 1km 3280 feet 1km 3280 feet 0 5km 1640 feet 4406D 1km 3280 feet 1km 3280 feet 0 4km 1310 feet 4412D 1km 3280 feet 0 7km 2295 feet 0 4km 1310 feet 4424D 0 5km 1640 feet 0 5km 1640 feet 0 4km 1310 feet 1km 3280 feet 1km 3280 feet 0 4km 1310 feet POT s 1km 3280 feet 1km 3280 feet 0 5km 1640 feet IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 219 Product Description 11th May 2004 Issue 11b IP Office Product Description Weight amp Power Consumption Power Consumption Nominal Watts 1P401 Control Unit 1 2Kg 2 6lbs 1P403 Control Unit 2 6Kg 5 8lbs 26 1P406 Control Unit 3 0Kg 6 7lbs 16 1P412 Control Unit 3 0Kg 6 7lbs 17 5 IP Office Small Office Edition 1 2Kg 2 6lbs Analog 16 Module 2 9Kg 6 5lbs 5 DT DS 16 Module 3 0Kg 6 7lbs 24 DT DS 30 Module 3 5Kg 7 8lbs 30 WAN3 Module 2 8Kg 6 3lbs 12 So8 Module 2 8Kg 6 3lbs 24 Phone 8 Module 2 8Kg 6 3lbs 12 Phone 16 Module 2 9Kg 6 5lbs 16 Phone 30 Module 3 1Kg 6 94lbs 30 Power Supply e Input e Small Office Edition 2 5mm DC inlet socket 24Vdc power input Rating 24Vdc 1 8A maximum e All Other Units 2 5mm DC inlet socket 24Vdc power input Rating 24Vdc 2A maximum e Power Supply Units All CE UL Dentori Safety Approved e Small Office Power Supply Unit e In
119. Voicemail Pro called e Conferences can include a web session where conference host can display web server based documents and hold voting sessions e Listen only mode allows host to mute other participants e Caller name announced when joining conference IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 2 Product Description 11th May 2004 Issue 11b 1 Introduction Voice Communication Solution IP 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 1D Call Forwarding Conference Calling Voice Messaging and more Trunk Interfaces A variety of network trunk interfaces including E1 T1 PRI ISDN analog loop start and analog ground start for comprehensive network connectivity Not all trunk types are available in all territories please check for local availability Extensions Support for a range of extensions from 2 to 360 that provide sophisticated voice performance for new and growing businesses Telephones A variety of telephones including analog digital and IP hard and soft phones wired and wireless that provide the appropriate desktop or device phone for every need Advanced Call Routing Incoming calls are directed to the best available person or messaging service according to the company s unique criteria Alternate Call Routing Ensures reliable handling of calls by selecting f
120. a Inc All rights reserved Force login flag Login code flag System phone flag Absent message id Absent message set flag Voicemail email mode User s extension number Users Locale Forward number Follow me number Absent text Do not disturb exception list Forward on busy number User s priority Number of groups the user is a member of Number of groups that the user is a member of that are currently outside their time profile Number of groups the user is currently disabled from Number of groups that the user is a member of that are currently out of service Number of groups that the user is a member of that are currently on night service Page 217 11th May 2004 Issue 11b IP Office Product Description DevLink Reserved Fields DevLink fields that were previously reserved by IP Office for internal use have now been released for general use by developers A full definition of these fields is contained on the IP Office 2 0 developers SDK CD The following table shows the device specific data available via DevLink A Y in the column indicates that the field is already described in the DevLink manual Field Data S Message Field Data S Message 1 A call id 26 Voicemail disallow 2 B call id 27 Sending complete 3 A state 28 Bc tc bc tm 4 B state 29 Owner hunt group name 5 A connected 30 Original hunt group name 6 A is music 31 Original user name 7 B connected 32 arget hunt group name 8 B is music 33 arget user n
121. act center manager who requires a greater degree of flexibility via completely tailorable reports and ad hoc querying to allow better informed decisions Report Designer adds the flexibility of only generating reports when exceptions occur and allows reports to be exported in a variety of formats IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 175 Product Description 11th May 2004 Issue 11b IP Office Product Description Reporting Enhancements in CCC Version 4 Supervisors can now schedule reports to be delivered to various places within the contact center Reports can now be delivered to multiple recipients via email in the following formats PDF HTML and REP e Reports can also be scheduled for delivery to multiple printers within the network at the same time CCC Reports 1 Account Code Log by Agent Group All 37 External Transferred Account Code Media 38 Incoming DDI Summary 2 Account Code Log by Agent Group 39 Incoming Duration Summary All Media Graphical All Media 40 Incoming Duration Summary 3 Account Code Log by Agent Group 41 Incoming Pilot Summary Graphical 4 Account Code Log by Agent Group bn LOSE Call one 5 Account Code Log by DDI Graphical i Anel SUMA 6 Account Code Log by DDI 44 er E Account Code Costing Log All ly SA ROUNE COR EOO BY EO araphical 45 Outgoing Account Code Log All Media Aceon Code tag by Bilar 46 Outgoing Account Code Log Graphical 9 Account
122. ager application ensures that you will never miss a customer call again even when the caller decides not to leave you a voicemail message In this case the caller s number will be left on the Caller Display of your telephone and or your PC screen allowing you to dial them back upon your return All IP Office systems have been specifically designed to give a business a competitive edge by providing a total communications system To this end a Voicemail application is provided as standard on all IP Office systems Five voicemail modes of operation are available e Voicemail Lite e Voicemail Pro e Voicemail Embedded P401 and Small Office Edition Only e with Auto Attendant P Office Small Office Edition only e Voicemail Pro networked with other voicemail systems e Centralized I ntuity Audix Voicemail Lite is the standard voicemail application provided with all IP Office platforms Voicemail Pro builds on the features and facilities offered by Voicemail Lite and can be tailored to meet the individual needs of a business by adding applications such as auto attendant call recording and advanced Call Queuing Both Voicemail Lite and Voicemail Pro applications can reside on a Windows 98 NT 2000 or XP PC Communication between IP Office and this Voicemail server is via P over a LAN connection No specific hardware is required not even a PC sound card If a PC cannot be designated as a voicemail server or you prefer to save space with
123. al time human resource management is required to manage customer service effectively Call Center View provides the customer with the combination of real time service monitoring and resource management allowing a supervisor to balance and manage their resources i e staffing levels against the traffic levels of incoming calls and therefore improve customer service and reduce costs Call Center View contains 18 real time screens showing all aspects of the Contact Center activity Many traditional management information systems MIS rely on a busy supervisor constantly monitoring queues and agents Avaya have taken the approach that allows Call Center View to do the work and only informs the supervisor when a problem has or is about to occur i e exception management and reporting Alarms may be set on up to 16 parameters per device ensuring that a supervisor will automatically be informed should an exception occur thus freeing the supervisor to continue with other more productive activities CCV Supervisory Screens Agent and Queue Based Screens e Alarm Handling e Group Monitor e BLF Details e Agent Group Details e Extension Activity e Real Time Status e Callback Request e Group Status Percentage e Individual Agent Details Trunk Related Screens e Percentage Time in State e Trunk Group Monitor e Individual Group Details e Trunk Group Details e Queue Monitor e Real Time Status e Individual DDI DID Details e Group Statu
124. al license key server for licensed application IP Office Small Office Edition also supports a serial port dongle This can be plugged directly into the unit removing the need for an external PC for license verification e Note Not all variants are available in all territories check for local availability Avaya t Office Edition Ma IP Office ini JANALOG 4 MT ANALOG 5 t The six pre defined configurations are detailed in the following table IP OFFI CE SMALL OFFICE Analog Analog Digital Digital Station Voice EDITION Trunks Extensions Terminal 64 44 amp 24 series A 20 series 3810 amp 9040 Channels 2T 4A 3 VolP 4T 8A 3 VolP AI ee IEC A EA EA AAA ee pre a E E AAA EA SA PEA A A A pe econ ever NAS E E Maaroos de va A A PAE AA e Not available in all territories check for availability e During power fail Analog port 2 is connected to POT port 1 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 9 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Small Office Edition 2T 4A 3 Vol P The IP Office Small Office Edition 2T 4A 3 VoIP provides e Two Analog Loop Start Trunks Caller ID enabled e Four analog extension interfaces e Three VoIP Codecs G 723 1 G 711 and G 729a e 4 Switched Ethernet ports Layer 2 e Dedicated Switched Ethernet WAN port Layer 3 e Two PCMCIA slots for wireless and memory card
125. ame 9 A name 34 arget RAS name 10 B name 35 Is internal call 11 B list possible targets for 36 ime stamp the call 12 A slot channel 37 Connected time 13 B slot channel 38 Ring time 14 Called party presentation amp 39 Connected duration type 15 Called party number 40 Ring duration 16 Calling party presentation amp 41 Locale type 17 Calling party number 42 Park slot number 18 Called sub address 43 Call waiting 19 Calling sub address 44 ag 20 Dialled party type 45 ransferring 21 Dialled party number 46 Sv active 22 Keypad type 47 Sv quota used 23 Keypad number 48 Sv quota time 24 Ring attempt count 49 ccount code 25 Cause 50 Unique call identifier Field Data D Message Field Data A Message CS O S P III 2 Bcallid RB callid Unique call identifier Unique call identifier IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 218 Product Description 11th May 2004 Issue 11b D Technical Specifications General Dimensions Unit Dimensions mnv inches width Height Depth 1P401 Compact Office 255mm 10 71mm 2 8 235mm 9 3 1P403 1P406 1P412 and all Expansion 445mm 17 5 71mm 2 8 245mm 9 7 Modules IP Office Small Office Edition 255mm 10 0 76mm 3 0 235mm 9 3 e The recommended minimum clearance front and rear for the connection of cables and other devices is 62mm 3 Environmental e Oto 40C 95 relative humidity non condensing Terminal Extension Cable Lengths
126. and tones requires the TAPI WAV driver IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 187 Product Description 11th May 2004 Issue 11b IP Office Product Description Support for Developers All IP Office CTI products can be sold via the normal channel As with any other element of the IP Office product range support for end customers is via the reseller and distributor Avaya does not provide support services directly to end customers However in recognition of the fact that not all resellers will have the ability to support a sophisticated CTI developer Avaya also operate a third party developer partner programme called the Developer Connection Programme The Developer Connection Programme DevConnect is the Avaya developer partner programme and is designed for third party companies who are creating a product for sale and who wish to receive technical support Membership of the programme is at the sole discretion of Avaya DeveloperConnect members pay an annual fee for which they receive technical support directly from Avaya In addition Avaya will perform interoperability testing between IP Office and the member s product and may also create opportunities for joint marketing including exhibitions use of Avaya s logo and other benefits More information on the DeveloperConnect programme can be found at www devconnectprogram com Microsoft CRM I ntegration Avaya and Microsoft Business Solutions ha
127. arded to another mailbox or group of mailboxes e Recipients can append their comment to the voicemail before forwarding to another mailbox es e Alternatively voicemails can be forwarded as emails IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 116 Product Description 11th May 2004 Issue 11b 9 The Applications Voicemail Pro Voicemail Pro builds on the features and facilities offered by Voicemail Lite can be tailored to meet the individual needs of a business and can scale up to 30 simultaneous calls if required Voicemail Pro allows message handling for individuals or groups provides information to callers assisting the operator during periods of heavy call activity and more by including a powerful voice processing system and an easy to use graphical user interface the Voicemail Pro Manager Voicemail messages can be integrated into a user s email box and dealt with as any email message Through the use of Text To Speech facilities users can be provided with access to their voice and email messages through the telephone whilst in the office or remotely when away from the office The Voicemail Pro Manager application also allows far more to be achieved than just guiding a user to the group or extension they require It allows Voicemail Pro to dial back users internally or externally as soon as a voicemail message is left for them It provides security by prompting for a PIN code should a user wish to change
128. ark IDs 1 2 3 or 4 which can be accessed from any extension Additionally users can create their own personal or group Park IDs Consequently an unlimited number of parked slots can be set up for a specific user for a department or for the entire organization After a period the parked call is re presented to the extension that originally parked the call IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 64 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling Call Pickup Call Pickup allows a user to answer a call presented to another extension Types of call pickup include Pick up any call ringing on another extension Pick up a Hunt Group call ringing on another extension The user must be a member of that Hunt Group Pick up a ringing call at a specified Extension Pick up any call ringing on another extension that is a member of the Hunt group specified Call Steal Acquire Call The Call Steal facility allows a user to take over steal the call from another extension This function is useful when you want to catch a call you have just missed e g that has been diverted to voicemail The RECLAIM function in the Phone Manager application also performs this function Call Transfer Call Transfer allows another party to be placed on hold and transferred to another destination number If the phone is put down before the destination has answered the original caller will
129. as providing system wide information on the operation of the system as a whole It provides information on key performance indicators of the business lost calls trunks free agents free queuing time and much much more IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 167 Product Description 11th May 2004 Issue 11b IP Office Product Description Compact Contact Center IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes from 2 to 75 agents The following modules are available as part of the CCC software application CCC Server Provides one supervisor position with real time information view management by exception plus historical reports for any aspect of the contact center Also included are 5 agents and one full functionality PC based wallboard Up to 70 standard reports can be produced All users can immediately use a PC based wallboard to view basic statistics for the whole contact center Report Manager A easy to use application that allows the supervisor to create and schedule reports on all the activity of the contact center Scheduling saving to HTML and PDF and easy to read descriptions are built in to the Report Manager product Fixed Wallboards Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the call center to see Supervisors can send ad hoc messages to wallboards to broadcast important infor
130. ases through the use of the standards based ADO interface ActiveX data objects The system is capable of retrieving information from a database and writing information into databases The result of this is that powerful Interactive Voice Response systems IVR can be designed to specifically meet the requirements of the business and the customer experience that is required Example interactive systems that can be built as a result of these facilities include Information Bulletin Boards order taking and order processing systems front end systems to Help Desks Support Desks Contact Centers secure access to information through PIN checking survey systems remote time sheet management etc To ability to interact with Database information is enabled through the purchase of the IPO LIC 1P400 3rd PRTY IVR RFA license key The entry of this key will enable the operation of four new Database Action Icons within the Voicemail Pro Manager GUI Eemal Pre Chet Intuty Fie Cdk Actions Acruinistraton heb HE a tals 23 24 048 7 9 7 E U 9 E of n SD Sreo Sun Pon Moder gt Beck 5hop_Seoroh ISEN 1D Cuates Oem Users Bl Database Esecute Be databace Gat Cwta Carga TR Shod Coder E O Dead Stat Port Qw e Mods E Sect Shop Diner oct Buy E Seok Shop Carioca Boek Shop Sew ISBN 3 Bock Ebo Syrian lt 4 Bock Shop _Wektore E Scot Shop_Sewch Antha y A Example Call Flow Utilizing Database Actions The new databas
131. at ac oe aad 69 Automatic Call Distribution Hunt GrOUPS cccccecsseececceceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseeeeeesseeeeseasaeeseeaeaeseeesenaaaess 69 Call Barri O ici eee 69 Caller Displays aa ii thin ead ein satin ae eee 69 Dial Emerg eN yei tries veto ates Gla tae de aerate een eee er tel ea 70 External ControlPORES macul 70 O O O T 70 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page ii Product Description 11th May 2004 Issue 11b Table Of Contents GROUPSPAQING Lata do igh al aso 70 Hold MUSIC A A scan 70 Hot Desk ad 70 Incoming Call ROUtINO caia decile ecc 70 intrusion Warming Toei A a EA A 71 Least COST ROUTES incitar A ad 71 Maximum CallLengtN vci stc apilar e tdo held Pride 71 NIgNhEServIcS tits rior ideo lia 71 Off Switch Call Mili ia 71 Outgoing Call ta 71 PIN Restricted Callin guirit aiis a ile reread 71 Personal Fax NUMbDEES oia A at aa 72 QUIN Dia a tag chia E Sr enema ee 72 Queuing a Transferred Call to a Busy EXtensiON oococccccnnccnncocccnncnnnnonononncnncnnonononnnnnrnnnnnnnnnnnninnrnencananerenenenns 72 Short Codes a A gas ie 72 Speed Dialing 2 a 72 TME Prol ti A E 72 6 IP Telephony Hard Phones amp Soft PhoN S omocccoooocnccoccononcconnonnnnorenanrrnnnnnnnnnrrnnnnrenanarnnnos 73 Introduction to IP Telephone AE dai 73 Gateways Gatekeepers and H 323 Technology OVErVieW et na non nn nnnrrnn ran nrn nn nin 73 Pan A E VO O mine aaah ee 74 4602 A sa iie iaeoa glad se
132. at will hold a call and answer a waiting call See Suspend Resume above Toggle Calls Toggle Calls cycles round each call that is On Hold locally within the system This does not include those Suspended at the Local Exchange or Central Office IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 68 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling System Features Account Codes Account Codes allow a system to track calls For example a lawyers office may wish to record the amount of time spent on calls to a client Each client is given an Account Code and that code is used when making a call This Account Code is then recorded with the call information in the call logger Incoming calls from the client can be assigned Account Codes automatically using the CLI ANI via Phone Manager or a digital IP display terminal To ensure that every call to this client is recorded a user can be forced to use an account code when making an external call Account codes can be either forced or voluntary but must be pre registered within the IP Office system Automatic Call Distribution Hunt Groups A Hunt Group is a collection of users handling similar types of calls e g a sales department An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the Hunt Group Four modes of call presentation are
133. ations at once e Travel restrictions due to limited budget or risks e g terrorism As a result of using conferencing the benefits gained are e Reduction in travel leading to lower costs and less wasted time e Increased worker productivity amp personal security e More effective working practices leading to shorter project times and supporting dispersed organizations and complex supply chains Furthermore the Return On Investment ROI is very short as Meet Me conferencing is a built in feature of IP Office The typical ROI of just 4 to 6 months compared to Service Providers based conferencing services based upon 2 hourly conferences with 5 participants per week IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 145 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Meet Me Conferencing Solution The built in conferencing solution within IP Office enables multiple locations to participate in an audio conference This allows on site personnel as well as external parties whether field based engineers sales staff on the road customers or suppliers to plan conference calls in advance or establish ad hoc conference calls as and when required Avaya IP Office Conferencing Suite Meet Me London Office Please enter mem o M Q your PIN code mnno o mie TS E AAPP ooe a e o Purchasing Voice Mall Pro Manager Sams io lt i Supplier New York 2222 a i
134. bric of the IP Office system all CTI is done through the LAN On many other systems CTI is delivered by a physical connection between each handset and computer first party CTI This introduces additional points of failure as well as relying on non standard interfaces and handsets On IP Office all devices can be used with CTI The Benefits of CTI CTI delivers real business benefits in the following key areas Reducing costs increasing productivity and delivering better customer service Often helpdesks or contact centers are overloaded with phone calls which results in customers having to wait for an available agent and then answer a long list of trivial questions before the real purpose of the call is addressed Sometimes callers are transferred to many different departments before reaching someone able to assist them This type of service results not only in errors and inconsistencies in data entry and information relayed to a caller but also to unhappy customers and lost time and profits Reducing Costs Half the cost of running a call center service center or helpdesk is tied up in labor 40 per cent in communications charges and less than 10 per cent in equipment Saving seconds on each call can make a big difference enabling agents to be more efficient deliver a better service and dramatically reduce company overheads In a helpdesk or call center with a high volume of phone calls each day it takes many agents to handle these calls
135. btain an address DiffServ DiffServ RFC 2474 is a TCP IP quality of Service mechanism used to ensure that IP packets are prioritized according to their importance for example prioritization of voice packets over data packets Prioritization is based upon the Type of Service ToS field in the IP header Digital Stations Refers to Avaya terminals in the 20xx series Supported by DS sockets on IP Office control units and Digit Station modules Note Not all terminals in the above range are supported on IP Office Digital Terminals Refers to Avaya terminals in the 24xx 44xx and 64xx series Supported by DT sockets on IP Office control units and Digit Terminal modules Note Not all terminals in the above ranges are supported on IP Office Dn Directory number DNIS Dialed Number Identification Service DNIS Available in US markets DNIS identifies to the called party the dialed number Can be used to identify the purpose of inbound calls Domain The part of the computer network in which the data processing resources are under common control DSS Direct Station Select A DSS key can be programmed with a number or feature code DSU Data Service Unit Normally incorporated within the CSU of digital trunk connections The DSU allows the trunk to be shared between data and voice services Embedded Voicemail A voicemail system stored on a memory card inserted into the IP Office telephone system s control unit ESP Encapsulation
136. by the Call Status Notes This area displays notes or information about the call i e when a call has been returned as there was no answer from the extension it was transferred to If annotation is attached to the call details are shown in the Notes area Copyright 2004 Avaya Inc All rights reserved Page 109 Product Description 11th May 2004 Issue 11b IP Office Product Description e Directory Panel The directory panel on the right shows information on following e Directory entries Including IP Office users hunt groups and external directory user non IP Office user e Single directory entry details Including IP Office users Hunt Groups and external directory user non IP Office user Extn227 227 Busy V Do Not Disturb Status Off Y Login Status Logged In Group Status Main In Group Absent Message Back soon New Voice Mail Messages 1 Forwarding Status Forward Unconditional 207 Busy Forward On No Answer Off Forward On Busy Off Follow Me Off Forward Hunt Group Calls Off e Details about a consultation call When operator wishes to carry out a supervised transfer Original Call Consultar a Cali e Script file When a script file has been configured for either the calling or called number For example an operator may be answering calls on behalf of more than one company To ensure the call is answered with the correct company name a script file can be created with the company name details T
137. c All rights reserved Page 229 Product Description 11th May 2004 Issue 11b IP Office Product Description outbound Proactive Campaign Lists It furnishes the tools to create draft calling lists attach them to campaigns and run the campaigns R Reporting The browser based Reporting module provides complete enterprise management reporting through textual and graphical reports These reports provide enterprise managers with a record of every step in the customer interaction process and allow them to view and analyze how effectively interactions are being handled and how resources are being deployed The reports can also provide a better understanding of how their operation and performance affects your networks resources and people Resource Manager The Resource Manager administration module consists of components that enable you to add queues define interaction results and assign human resources to all from a single unified console Resource Manager has a user friendly Microsoft Explorer look and feel interface RSVP RSVP Resource Reservation Protocol is a protocol that allows channels or paths on the Internet to be reserved for the multicast one source to many receivers transmission of video and other high bandwidth messages RSVP is part of the Internet Integrated Service IIS model which ensures best effort service real time service and controlled link sharing The basic routing philosophy on the Internet is best effort wh
138. call is compressed using the standard ADPCM compression technique refer to G 732 This algorithm uses 16 000 or 32 000 bits per second G 729 a 8K CS ACELP A VoIP compression mode A fully compliant real time implementation of the ITU T fixed point conjugate structure algebraic code excited linear prediction CS ACELP speech coding algorithm The CS ACELP operates at 8Kkbps The coder processes 10 millisecond frames of speech sampled at an 8 kHz rate which together with a 5 millisecond look ahead results in a total algorithmic delay of 15 milliseconds For each frame of 80 samples of 16 bit linear PCM data the coder outputs five 16 bit words Applications using the G 729 vocoder include digital telephony satellite and wireless communications Gatekeeper An H 323 entity that provides address translation controls access and sometimes bandwidth management to the LAN for H 323 terminals Gateways and Multipoint Control Units IP Office units can register themselves with multiple external H 323 gatekeepers GUI Graphical User Interface H H 323 VoIP Allows voice and data traffic to be networked between systems Connections between platforms across the WAN at speeds up to 2 048Mbps in conjunction with the Voice Compression Module or across the LAN at 10 or 100 Mbps Multiple WAN links maybe supported utilizing the optional WAN3 modules Also allows telephone calls to be made from PCs running Microsoft s NetMeeting when fitted with a s
139. cateCall e LineDial e LineDrop e LineGetAddressCaps e LineGetAddressl D e LineGetAddressStatus e LineGetAppPriority e LineGetCalll nfo e LineGetCallStatus e LineGetDevCaps e LineGetID e LineHandoff e LineHold e LinelnitialiseEx e LineMakeCall e LineNegotiateTAPI Version e LineOpen e LinePark e LineRedirect e LineRemoveFromConference e LineSetAppPriority e LineSetAppSpecific e LineSetCallPrivilege e LineSetStatusMessages e LineSetupTransfer e LineShutdown e LineSwapHold e LineUnhold e LineUnpark IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 215 Product Description 11th May 2004 Issue 11b IP Office Product Description TAPI 3 0 functions supported The following functions are supported using TAPI 3 0 e ITTAPI e Initialize e Shutdown e EnumerateAddresses e RegisterCallNotifications e Put_EventFilter e ITAddress e get_AddressName e get dialableAddress e get ServiceProviderName e CreateCall e TMediaSupport e get MediaTypes e ITCalll nfo e get Address e get CallState e get CalllnfoString e SetCalllnfoBuffer e ITBasicCallControl e Connect e Answer e Disconnect e Hold e SwapHold e ParkDirect e Unpark e BlindTransfer e Transfer e ITCallStateEvent e get_Cause e get State e get_Call e ITCallNotificationEvent e get_Call e 1TCalll nfoChangeEvent e get_Call e ITCallHubEvent e get Event e get_Call No
140. ce 2 1 Copyright 2004 Avaya Inc All rights reserved Page 185 Product Description 11th May 2004 Issue 11b IP Office Product Description Computer Telephony I ntegration IP Office offers a significant CTI capability Several interfaces are supported e TAPI Link Lite e TAPI Link Pro e TAPI WAV driver e DevLink Pro e IP Office SMDR e IP Office Software Development Kit e Microsoft CRM Integration Phase 1 Screen Pop e TAPI Link Lite Provides first party CTI support defined below for Microsoft TAPI 2 1 and TAPI 3 0 so each PC can control or monitor one handset device The software components are shipped with the IP Office system on the User CD Rom and do not required a license key for use and therefore no charge is made e TAPI Link Pro Provides third party CTI support defined below for TAPI 2 1 and 3 0 These components are identical to their Lite equivalent the presence of the CTI Link Pro RFA license key which can be purchased in the usual way for products enables this additional functionality e TAPI WAV driver Provides software based support for voice processing Purchasing the CTI Link Pro RFA license key also enables 4 ports of voice processing additional ports can be purchased in 4 port increments The TAPI WAV driver is for use with TAPI 2 1 only for TAPI 3 0 IP Office supports the Media Service Provider MSP interface defined by Microsoft in TAPI 3 0 e DevZLink Pro Provides a real time even
141. ce Bridge Service Hunt Group Least Cost Route or a user s Dial In facility are operational For example a time profile can be used to route Hunt Group calls to a manned extension or voicemail outside of office hours or be used to apply different Least Cost Routes at varying times to take advantage of cheaper rates Multiple Time Entries can be created so that a Time Profile can be used to stipulate specific hours in the day e g 09 00 12 00 and 13 00 17 00 Outside of a Time Profile voice calls would be re routed according to the configuration but any currently connected calls at the time the Time Profile changes would not get cut off as the change only affects the routing Data calls will get cut off as the time profile goes out of service but a new data call will start immediately if specified IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 72 Product Description 11th May 2004 Issue 11b 6 I P Telephony Hard Phones amp Soft Phones Introduction to I P Telephony As previously described IP Office can provide support of traditional analog and digital telephones in any mix creating a traditional PABX or Telephone system Through the support of IP Phones combined with the systems inherent gatekeeper and gateway functionality IP Office can provide a 100 IP telephony solution or a hybrid of both the traditional and IP worlds With a conventional telephone system you plug your analog or digital telephone into an extension so
142. ce as they have been engineered to minimize delay jitter and packet loss How Do Minimize Distortion I n My Network Each time speech is converted into a digital signal and back again tiny difference from the original creeps in The more times this happens on a single call the bigger those differences will be Ideally the path speech takes should only require one analog to digital to analog conversion Predominantly this will be the case Exceptions to this will occur when making calls to mobile telephones or voice mail systems where the analog digital conversion will occur twice once on IP Office and once on the mobile network etc Different coding methods will have different effects IP Office supports a range of methods to allow you to choose the one with the right quality vs bandwidth for your network Generally speaking double conversions should be avoided wherever possible What Benefits Do Get From Using IP Office To Provide My Wide IP office will allow you to intelligently manage the bandwidth over any directly connected WAN link Using IP Office it is possible to guarantee bandwidth for data as well as voice traffic When no voice traffic is present the free bandwidth is made available for data Through the use of silence suppression data can even borrow the gaps in conversations for additional throughput When using IP Office with Avaya Cajun LAN switches it is even possible to divide the data bandwidth to prov
143. center telephone for example one with dedicated keys such as log on off You can also easily activate Account codes during or before the call through the Account Codes tab which allows the user to tag the call with an alphanumeric account code via a single click Agent mode users can set their phone on Busy or Wrap Up and select which hunt group they are member of via simple button 5 Busy Wrap Up Busy Not Available D start and Stop Call Recording If your Phone Manager Pro is also VoIP enabled then you can act as a contact center agent entirely through your PC e Queue monitoring allows you to monitor the number of calls waiting on up to 2 queues e Door entry control allows you to remotely activate the two electric switches connected to the IP Office e Time on call shows call duration e Separate tabs for Incoming Outgoing and Missed Calls IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 140 Product Description 11th May 2004 Issue 11b 9 The Applications Feature Comparison Feature Phone Manager Phone Manager Lite Pro nbound outbound call handling ing es IS E ON E ON E CLI ANI Name display Speed dial management oicemail box control Intuity and IP Office modes Incoming call scripting S S e Door opening control e Queue monitoring es 2 Queues es e Conferencing Center action buttons S Screen pop contacts es Outlook Goldmine
144. cessible anytime anywhere TransTalk uses the 902 to 928 MHz ISM Industrial Scientific and Medical band Unlike some other in building wireless systems there are no airtime charges with TransTalk and no license is required TransTalk uses digital radio technology and spread spectrum frequency hopping to provide extremely secure wireless communications IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 160 Product Description 11th May 2004 Issue 11b 9 The Applications 9040 TransTalk Phone The TransTalk 9040 Wireless Telephone e Voice Quality The TransTalk handset e Provides full duplex voice transmissions using ADPCM Adaptive Differential Pulse Code Modulation to provide the digital encoding e Applies a highly sophisticated companding feature to transmissions which helps cancel out background noise also known as white noise e Noise Cancellation Sound Enhancement Noise Cancellation Sound Enhancement helps workers in noisy environments such as a manufacturing line e Test Mode The TransTalk 9040 test mode functionality can be used to actually measure radio reception eliminating in many cases the need for RF meters and range estimates This special capability is patented and is used to e Determine proper module station placement e Ensure optimal system performance e Ensure optimal customer satisfaction e Vibrator Alert The 9040 handset provides a vibrator alert feature as an alte
145. cket connected to your PBX or Key System With IP Telephony you connect your telephone to your IP PBX via the LAN There are two basic types of IP phones e A physical phone which looks very similar to a standard telephone IP Hard Phone e A software application iPhone Manager Pro which runs on the user s PC allowing them to use either a headset microphone IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of routers or VPN services When making use of IP Extensions quality of service should not be ignored In situations where more than eight IP extensions are required or where LAN Bandwidth is limited a quality of service capable LAN switch such as the Avaya P130 should be used For more information about implementing Voice over IP refer to Appendix B Gateways Gatekeepers and H 323 Technology Overview H 323 Architecture comprises of four logical components e Terminals are H 323 devices that can support Audio Video and Data calls in any combination e Gateways allow calls to be made to non H 323 devices for instance an analog telephone or the public network e Multipoint Connection Units MCU facilitate multipoint conferences e Gatekeepers control the call processing for all of the above These four devices types are grouped together in what is known as an H 323 zone a zone is analogous to a PABX Each zone has a single Gatekeeper that can be considered as
146. d The Speak action allows the use of Text To Speech facilities to play information back to a caller IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 123 Product Description 11th May 2004 Issue 11b IP Office Product Description Using Text To Speech TTS Facilities within a Callflow To further enhance the database facility Text To Speech facilities can also be licensed TTS facilities can enhance the callers experience by allowing the system to read back to them any information that has been captured from a database In the examples above a Book Shop system the caller dials into the system and is asked for an ISBN number or for the Author s name of the book they require The caller enters an Authors name through the telephone keypad and the system locates the title of the book from the database As well as finding the title as in the wizard above the system could also look up the Author of the book and whether there were any books in stock By using TTS the system could now respond to the call The book Lord Of The Rings costing 6 99 written by J R R Tolkien is in stock Offering to allow the caller to order this book by entering contact and credit card details could now enhance this system further The TTS facility is provided as a license through the use of either the IPO LIC 1P400 Avaya TTS RFA 1 or IPO LIC 1P400 3rd PARTY TTS SPPRT RFA 1 Each license purchased provides a single use of a TTS engine
147. d Page 230 Product Description 11th May 2004 Issue 11b Glossary TFTP Trivial File Transfer Protocol A standard protocol RFC1350 used to send and receive files Used by IP Office applications and devices to exchange information Trusted Location This is a location from which the System will allow data access e g a user dialing in from home or access to Voicemail without a Voicemail Code e g a user collecting his Voicemail messages from a mobile or the location the Voicemail Server will call to inform the user of a new message U UDP User Datagram Protocol is a protocol that can be used as an alternative to TCP for IP packet transfer UDP differs from TCP in that it does not open connections before it sends data and does not number or sequence its datagrams packets in any way Packets can therefore arrive out of sequence get lost get duplicated and succesful packets are not acknowledged UDP is used for those applications where the rapid real time send of packets is required without the administrative burden of TCP for example VoIP URL Universal Resource Locator is an address that can lead you to a file on any computer connected to the Internet V V 110 V 120 V 110 and V 120 are ITU Protocol standards which support the transport of an RS232 V 24 V 28 interface and asynchronous characters across a link Thus simple terminals of between 50bps to 19 2Kbps can be connected to the TA RS232 V 24 port and communicate over a
148. d MessaginQ ooooociccccccnncnnnncononinnnnnnononinnnnnncan ono nnnnnncancnnnns 119 Auto Attendant ii harana nara a ea A a cei E E A AE e 120 Accessing Database Information within Call Flows IVR ccccccecsecceeseeceeeeseeceaseceeeeeeaeeeeseaeeeesseaesessnaeesss 121 Using Text To Speech TTS Facilities within a Callflow ccccccccssceeceeeeseeeeeeeseeeesseseeeeseaseeeeseaeeseesnassneees 124 Visual Basic VB SCHPUING iii A ci 125 Personal NUMDEINE aa 126 Extended Personal Greeting Sin mimi ias a A ei eta 126 Interaction of Voicemail with Email Systems Unified Mailbox cooooccccnnoncccnnnnncccnnnnononononoronononoronononononons 127 Integrated Messaging Pro Microsoft Exchange only 0oocicconncocccccnoniccnnnonnnnnnnnoncncnnonnnnncanoncnnonnnnnnnnnnnnnnnnnnns 129 Text To Speech TTS for Email Reading Microsoft Exchange Only cccccssesceceeeeeeeceeeeeeeseeeeeeesenaeseeeenanens 131 Campaign Manager ii iba 132 Call Recording murio a A Rea oe edie abe a tea i dee athe eid 132 Voicemail Feature COMP lhe eatin aed ae ae es 133 PHONE Manage rara da e ved 138 Phone Mande it Es 138 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page iv Product Description 11th May 2004 Issue 11b Table Of Contents Phone Manager Lites cis dai iaa 142 Phone Manager Pro vices c cts cect ie apetvecel a 143 Phone Manager Feature CoOMmpariSOn ccc cnn eetneneeees 144 Phone Manager System Requirements 00 0 0
149. d enter PIN codes or select a menu requires Voicemail Pro Customized greeting Record a personalized greeting per conference requires Voicemail Pro Conference entry exit tones Single beep on entry double beep on exit Conference call recording Manual recording initiated by user on IP Office via Phone Manager digital IP display phone or a short code requires Voicemail Pro Security To prevent unauthorized access to the conference bridge PIN codes CLI ANI number screening as well as time amp date profiles can be set up using IP Office Voicemail Pro Privacy In cases where the security of calls is critical in house conferencing is the only way to ensure privacy Remote Management enables a single person to manage the conferencing bridge facility from any location Furthermore the full IP Office solution phone system voicemail CTI server router firewall and DHCP server can all be managed from a single management interface called IP Office Manager IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 149 Product Description 11th May 2004 Issue 11b IP Office Product Description Conferencing Center Introduction to IP Office Conferencing Center The integrated conferencing functionality on IP Office can be greatly enhanced by adding Conferencing Center This optional application is a web based software package that consists in two parts e a Conferencing Center Scheduler to book and reserve confere
150. d in one single view perfect for the small business IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 171 Product Description 11th May 2004 Issue 11b IP Office Product Description Compact Contact Center CCC Compact Contact Center CCC Compact Contact Center is a pre packaged suite of 4 modules that runs as a client server application The suite of pre packaged modules consists of e Call Center View e Wallboard Manager e Report Manager e MultiMedia Module It is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP Office The Compact Contact Center has been designed to allow customers to manage their customer facing department or contact center effectively and improve the service they provide to their customers The product consists of a set of fully integrated modules sharing a common database with IP Office The benefit of this approach is that there is a single point of configuration therefore the system is far easier to use and update than traditional call center management tools whilst accuracy is assured through the single configuration database held on IP Office IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 172 Product Description 11th May 2004 Issue 11b 10 The Contact Center Call Center View Whilst Wallboard Services are useful for monitoring the service provided by the Customer facing department in re
151. d on various physical media including twisted pair or fiber optic lines or satellite transmission It uses a variation of High Speed Data Link Control HDLC for packet encapsulation PPP is usually preferred over the earlier de facto standard Serial Line Internet Protocol SLIP because it can handle Synchronous as well as Asynchronous communication PPP can share a line with other users and it has error detection that SLIP lacks Where a choice is possible PPP is preferred PPTP Point to Point Tunneling Protocol This is a Protocol set of communication rules that allows corporations to extend their own corporate network through private tunnels over the public Internet Effectively a corporation uses a wide area network as a single large local area network A company no longer needs to lease its own lines for wide area communication but can securely use the public networks This kind of interconnection is known as a virtual private network VPN Presumed User Some actions presume who the user associated with a call is from factors such as the original target extension or mailbox of the call This allows those action to be used in modules without having to specify the mailbox on which they should act Proactive List Manager The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns It provides the administrator with the ability to manage IP Office 2 1 Copyright 2004 Avaya In
152. d over an IP Network using a fax machine connected to a remote IP Office or Avaya Communication Manager This feature is NOT T 38 faxing it is a proprietary Avaya fax over IP protocol that only works between IP Offices or Avaya Communication Manager IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 86 Product Description 11th May 2004 Issue 11b 7 Public and Private Voice Networks Public and Private Voice Networks IP Office supports a wide variety of voice and data networking options This section describes traditional circuit switched options to packetized voice solutions such as Voice over IP and Voice over Frame Relay Connection to the Public Network Trunk Line Types Supported The IP Office platform supports a range of trunks and signaling modes for connection to the public telephone network Central Office Some of these lines are only available in certain territories please check with your distributor for local availability e ISDN Primary Rate ETSI CTR4 1P400 Office PRI El e ISDN Basic Rate ETSI CTR3 1P400 Quad BRI e North American T1 1P400 Office PRI T1 e North American Primary Rate Interface 1P400 Office PRI T1 e Analog Trunks e El R2 Trunks ISDN Primary Rate ETSI CTR4 1P400 Office PRI El ISDN Primary Rate provides 30 x 64K speech channels over an El circuit Signaling Conforms to the ETSI Q 931 standard with Cyclic Redundancy error Checking CRC The following s
153. desk Phone Manager allows employees to take total control of their phone calls from their PC Libby Franks John Smith John Smith Kim Fletcher Rebeca Philips Rocescccccoceccesoceccesosos CLI ANI is presented as standard so you can see who s calling you before you even answer The caller s phone number and name if known to IP Office are clearly shown on your PC allowing you to have a good idea what the call s about before you take it Also shown is information on the actual number dialed this could be your own Direct Dial In DDI DID number or a specific department within your organization e g switchboard sales support or administration This feature allows you to answer accordingly and gives you the flexibility to participate in multiple groups particularly important for small businesses The same information is also displayed should a second call come in allowing you to easily switch between calls or allow the second call to go to voicemail You can choose to have the information pop up on your PC automatically as soon as a call comes in when you answer the call or it can be instigated manually via a click of your mouse Phone Manager s call history keeps a record of all your received outgoing and missed calls Double clicking on any item calls that number back to return a missed call or to redial a previously called or received number It even alerts you when you ve received a new voicemail and presents unread voicemails so they
154. dows 2000 Server SP2 and later e Windows XP Professional e Windows XP Home e Windows 2000 Professional SP2 and later e Windows NT Workstation SP6 e Windows 98 e PC Specification e Pentium III 500MHz or higher e Minimum 128 Mbytes of RAM IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Product Description Page 182 11th May 2004 Issue 11b 10 The Contact Center Customer Contact Center Server PC Delta Server Supporting a maximum of 5 Supervisor Positions e Operating Systems Supported e Windows 2000 Server SP2 and later e Windows NT Server SP6 e Windows 2000 Professional SP2 and later Use of Windows 2000 Professional is recommended only in small contact centers 10 agents that have low call volumes 300 500 calls per day if you are unsure whether these parameters are being met in the customer s business use the server configurations e PC Specification e Pentium III 800MHz or higher with 1 x 10GByte hard disk e Minimum 256 Mbytes of RAM Client PC Supervisor running CCV Wallboard Manager Report Manager e Operating Systems Supported e Windows XP Professional e Windows 2000 Professional SP2 or higher Note Use of Windows 2000 Professional is recommended only in small contact centers 10 agents that have low call volumes 300 500 calls per day if you are unsure whether these parameters are being met in the customer s business use the server configurations e Windows NT W
155. ds including G 711 G 723 1 and G 729a The method of compression can be either automatically established on a call by call basis or be configured on an individual extension basis Fast Start When supported by an IP extension this facility reduces the protocol overhead allowing an audio path to be established quicker on answering a call Local Hold Music This facility allows the choice of providing music from the IP Office which obviously uses bandwidth on the LAN or allowing the IP endpoint to generate its own Local Tones This facility allows the choice of providing call supervision tones from the IP Office which obviously uses bandwidth on the LAN or allowing the IP endpoint to generate its own Out of Band DTMF When configured IP Office will generate DTMF tones on behalf of an IP extension This is useful when navigating external voicemail systems and Auto Attendants Direct Media Path Direct Media Path allows the speech path between two IP extensions after call setup to be routed directly to each other This allows the IP Office system to free voice compression resources allowing them to be used in the most efficient way Auto Create Extensions This facility allows IP Office to automatically create an extension entry for new extensions added onto the local area network In cases where the local area network is not secure this facility can be disabled Fax Over IP Fax Over IP allows incoming and outgoing fax calls to be route
156. duct Description 11th May 2004 Issue 11b IP Office Product Description 4406D Terminal The 4406 supports the following features e 6 Programmable Feature buttons with LED e 5 Fixed Feature Keys Speaker Mute Hold Volume Up amp Down e 3 Fixed Feature Keys below the Display Conference Transfer Redial e 2x16 Character Display e Message waiting indicator e Two way handsfree speaker phone e Hearing aid compatible e Optional wall mounting desk stand IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 46 Product Description 11th May 2004 Issue 11b 4 Terminals 4412D Terminal The 4412 supports all of the features of the 4406 with the following differences e 12 Programmable keys with LED e 12 Programmable keys without LED e 4 Display Navigation Keys right of the display Menu Previous lt Next gt Exit e 4 Display Soft Keys below the Display e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e DSS port to support 2 DSS4450 adjuncts Auxiliary power required e 2x24 Character Display e Two way handsfree speaker phone e Optional wall mounting desk stand IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 47 Product Description 11th May 2004 Issue 11b IP Office Product Description 4424D Terminal The 4424 supports all of the features of the 4406 with the following differences e 2
157. e Column 1 Account Code Column 2 Caller 1D Dial Plan CSV File Column 1 Extension Number Column 2 Type Physical Virtual Hunt Group License Key CSV File provided by Avaya as a CSV file Column 1 License Option Column 2 License Key IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 192 Product Description 11th May 2004 Issue 11b 11 Common Management Utilities Call Status The Call Status utility allows a PC to display all telephone and data calls that are currently active on the IP Office system File Help x a a a 4 Time Extension Number Other Party Dire Status Length 4413 50 BobJones 203 219 Charles Broad 219 Out Conn 00 16 A 13 50 Mathew Godwood 210 Julie Slaughter 210 Out Ring 00 07 Date Time Extension Number Other Paty wit Call Status displays two window panes one on top of the other in one window The top window pane is a status of all of the active telephone and data calls on the system the lower pane will collect a list of incoming calls that have not been answered The Active Calls List displays the time the call was made the extension either making or receiving the call the number dialed or the received CLI ANI the party at the other end of the call the direction of the call the current status of the call Idle Ringing Connected Disconnected Suspended Resuming Dialing Queued Parked or Held and the length o
158. e 6004259 gt Phippe du F Tue 08 07 2003 13 30 2378 pp PP Office amp SIP a Q Waker Emily Emby 2004 Diaries Mon 29 09 2003 16 21 22KB S IP Office COC cec a la Walker Emily Emiy Note Essential Maintenance 26 09 03 Thy 25 09 2003 15 46 2KB J la j a Walker Erih Emdy Stationary Wed 16 07 2003 16 41 2e8 Y 13532 Items 276 Unread By keeping the voicemail messages on the Voicemail Server bandwidth is kept to a minimum each message is only a few hundred bytes rather than a few Megabytes and therefore reduces the load on the computer network When message files are transferred from the Voicemail server to the Email server using Integrated Messaging Pro the files are compressed using GSM compression to reduce the overhead on the network approximately 1 11 compression of a WAV file Users can listen to their voicemails either through their PC speakers an associated desktop terminal at home or on a Mobile Cell Phone if diverts are set at the desktop The latter option is useful when working from home or on the road as it avoids downloading large voicemail files for playback on a multimedia PC Previous Delete Copy to folder Next Auto Play internal voice mai from John User ial ES Forward Ele Edt Vie Togs Compose He 77 a Ae 312 From John User Leftat Mon 3 Ang 1999 16 39 PM ERRATA i Volume a y Play Stop gt A Message Beginning Position in Length message R
159. e A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example four people surfing the Internet will use a single data channel since they all share the same line to the ISP Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines IP extensions do not use data channels AVAYA 1P401 Compact Office 3 DT 4 3POT 4 5 6 7 8 la sa pla a a A POT 1 2 3 4 UPLINK 1 DT 2 4 x Digital 4 x Analog 8 x Hub Uplink Cascade Switch Terminal DT Extension LAN Ports for LAN port 4 Ports Ports POT Front Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 21 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P401 Compact Office Upgrades _ Voice Compression Module 1P401 Compact Office WAN T a IP401 Compact IP401 Compact Office ps ill li Expansion Card e 1P401 Compact Office WAN The 1P401 Compact Office WAN module is internally fitted to the IP401 Compact Office to provide a single WAN connection X21 V35 or V24 via a 37way D Type socket Line speeds up to and including 2Mbps are supported on the interface The carrier providing the line dictates the actual operating speed i e in some territories the maximum speed may be 1 544M e 1P401 Compact Office Memory Expansion A plug in SIM required for embedded Voicemail e 1P401 Expansion Kit A
160. e packet directly to the computer whose address is specified Because a message is divided into a number of packets each packet can if necessary be sent by a different route across the Internet Packets can arrive in a different order than the order they were sent in The Internet Protocol just delivers them It s up to another protocol typically TCP to put them back in the right order IP is a connectionless protocol which means that there is no established connection between the end points that are communicating Each packet that travels through the Internet is treated as an independent unit of data without any relation to any other unit of data The reason the packets do get put in the right order is because of TCP the connection oriented protocol that keeps track of the packet sequence in a message In the Open Systems Interconnection OSI communication model IP is in layer 3 the Networking Layer iPhone iPhone is a service that applies telephony rules IPSec IP Security A set of methods and standards starting with RFC2401 for the secure authenticated and or encrypted routing of private network traffic across the Internet ISAKMP Internet Security Association and Key Management Protocol A standard RFC2408 for the bodies and processes that keys used by IPSec iServer iServer consists of two parts One is WT service and the other is a combination of different server components that run on the Microsoft transaction server
161. e BRI B channel 64kbps or 56kbps D channel 16kbps Data Rates e PRI B channel 64kbps or 56kbps D channel 64kbps Telephone e RJ45 sockets EU Telephone ports act as Master sockets e CLI Schemes DTMFA DTMFC DTMFD FSK and UK20 e REN 2 e Off Hook current 25mA e Ring Voltage 40V nominal RMS e External Bell via POT port REN 1 e RJ 45 sockets Auto negotiating 10 100BaseT Ethernet 10Mbps Port 8 is MDI MDIX switchable via the adjacent Cascade push button switch e Small Office Edition RJ 45 socket e All Other Control Units optional on Small Office Edition 37 way D Type female sockets X 21 interface to 2048k bps V 35 interface to 2048Kbps and V 24 Interface to 19 2Kbps e 3 5mm Stereo Jack socket Input impedance 10k channel e Maximum a c signal 200mV rms External e 3 5mm Stereo Jack socket Switching Capacity 0 74 Output Port e Maximum Voltage 55V d c On state resistance 0 7 e Short circuit current 1A Reverse circuit current capacity 1 4A Wireless e 16bit Type Il PCMCIA format PC card Module e IEEE 802 11b WiFi Embedded e 16bit Type Il PCMCIA format PC card Voice Memory e 64MB Flash Memory IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 221 Product Description 11th May 2004 Issue 11b IP Office Product Description Protocols Protocol RFC Information v20 Ansara Rate adaptation mechanism PaO o mechani per rciest Pointe Feit rotecot
162. e Module 163 Digital Base Module epending 163 igital encoding 163 gital Enhanced 156 gital Enhanced Cordless elecommunications 156 igital Extension 9 igital Radio Module 160 igital Station 9 160 163 igital Terminal 9 20 142 igital 1P 69 71 irect Dialing 61 irect Dialing In 87 142 irect Sequence 81 irect Station Select 142 irectory 66 69 108 43 159 217 irectory Entry 66 108 irectory List 66 irectory Panel 108 isable Call Waiting 65 isplay PIN 71 isplay 2 45 61 64 66 67 68 69 71 108 115 116 142 143 144 150 160 162 163 174 189 201 Display Terminals 66 69 Distinctive Ringing 66 144 Divert voicemail 65 Divert 65 66 159 187 DMS100 88 DNS 101 103 Do Not Disturb 66 142 187 217 UUUUU w VUUUUY UPUX XUONO UUUUUUUUUUT UUUOA m UUUUU is Index Domain Name Service address 101 Domain Name Service 101 103 Dongle 9 Door 68 70 143 144 Door Entry 68 143 Door Release 70 Down 50 65 74 Downloadable 50 74 DRM 160 Drop 50 74 97 103 104 142 154 DS 81 DS30 80W Power Supply Unit 219 DT DS 16 Module 219 DT DS 30 Module 219 DTE 20 105 DTE Port 105 DTMF 71 72 89 95 132 144 DTMF Dialing 89 Dual Charger 81 Dual PRI 201 Dual PRI T1 201 Duration Summary 175 Dynamic 212 Dynamic Host Configuration Protocol 212 E El 87 147 E1 T1 101 E301R 81 E911 70 Each Voice Call Require 210 Each Voice Call 210 Ease
163. e actions that are provided through the Voicemail Pro GUI are e Database Open Opens a link to the required database Multiple databases can be accessed during a call but only one database can be opened at one time e Database Execute Provides the ability to enter a query on the opened database The query can Select data from the open database or can Insert data into the database e Database Get Data Provides access to the data that has been retrieved from a database through the Database Execute action The user can retrieve the next item previous item first item in the list or the last item in the list e Database Close This action will close the current database If the database is open when a call terminates then the database will be automatically closed IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 121 Product Description 11th May 2004 Issue 11b IP Office Product Description As with other Voicemail Pro call flow actions the new database actions include the ability to communicate with the Avaya Compact Contact Center for reporting purposes Access to ADO compliant databases is achieved through the use of database drivers As standard the installation of the Voicemail Pro software will include the installation of the Microsoft Data Access Components MDAC version 2 5 service pack 3 to provide access to most database systems Any database not included within this list can be added to the system Interac
164. e attempting to install any Voice over IP application A network assessment should normally include e Physical inventory of all equipment inclusive of the current version of code and configurations as needed e An accurate and complete network topology for all involved sites inclusive of IP addressing and physical logical connections e An evaluation of the network s topology to check that the design is both sound and reasonable e A measurement of packet loss jitter and delay over the course of multiple days while measured on a per minute basis A graphical representation of the data is the preferred output method e Examination of QoS CoS parameters in place in the network e Summarization of findings and possible actions to correct problems The assessment should leave you confident that the implemented network will have the capacity for the foreseen data and voice traffic and can support H 323 DHCP TFTP and jitter buffers in H 323 applications With this in mind if you require support during or after an IP Office VolP installation a copy of your network assessment documentation will be requested by Avaya Support For more details about available tools resources and services to enable you to audit your network for VolP readiness please contact your local Avaya representative IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 212 Product Description 11th May 2004 Issue 11b B Implementing Voice over IP
165. e calls are made automatically without the users being aware of when calls begin or end The rules for making calls how long to keep calls up etc are configurable within IP Office It is possible to have several different routing destinations or paths active at any time linking the office to other offices and the Internet simultaneously IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 97 Product Description 11th May 2004 Issue 11b IP Office Product Description Internet Access While the telephone is still the number one business communication tool Internet access is becoming increasingly important for business to business communications The ability to send and receive email is now considered mandatory when dealing with many suppliers and customers whilst access to the World Wide Web for e commerce applications and information has become vital All IP Office systems provide shared secure high speed access to the Internet via exchange lines Central Office or digital leased line services Internet security concerns are addressed through the provision of an integral firewall This removes the need for an expensive standalone software solution tying up another PC The firewall can be configured to cater for a variety of situations and will allow customers to control who can access external resources and when This isolates your private networks from the Internet thereby ensuring that your network remains bey
166. e for a user collecting their voicemail messages from a mobile The trusted location is also the location the Voicemail Server will call to inform the user of a new message Conversely a specified location can be set which restricts remote access from only that location this specified location can also be a designated dial back number thereby minimizing the threat of unauthorized remote access IP Office systems can also incorporate remote access dial back services so that if a user always remotely accesses the office from a single location e g their home then after logon verification the system will disconnect their call and dial them back In addition to the added level of security dial back provides it can also be an excellent method of consolidating remote access charges onto the central office telephone bill instead of employing expensive freephone services In addition to remote access from Terminal Adaptors an optional dual V 90 56Kbps modem module can be added to provide dial in dial out to from users equipped with analog modems Also as standard all Quad Analog trunk modules ATM16 and Small Office Editions analog trunk ports support switching of the first analog trunk to an integral V 32 modem for remote maintenance IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 99 Product Description 11th May 2004 Issue 11b IP Office Product Description LAN to LAN Routing Gone are the days when an office could exis
167. e has been designed to be easy to use whilst offering a look and feel which will appeal to experienced and novice operators alike IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 108 Product Description 11th May 2004 Issue 11b 9 The Applications The console is divided into the following areas e Main Menu Bar Commands amp actions are available through menus Some items are only accessible when the right conditions occur e g when a call is received The following items available are Login Save Profile New call Answer call Hold call Transfer call Transfer complete Reattempt transfer Conference Hang up Page Record call Compact view Dial Pad Access conference room 1 Access conference room 2 Options e Call Details Panel The call details panel on the left shows details of the current call which will include the following information IP Office 2 1 Calling Name The system directory name associated with the calling number Calling Number The telephone number of the call originator Called Name The system user name or hunt group name associated with the called number Called Number The extension number the incoming call has been routed to by the system Call Status States the progress of a call The border around the call status panel changes color to indicate the status of the call Call Duration The length of time that the has been in the state as indicated
168. e in the cradle s spare battery garage Battery Charging Each Avaya 3810 handset comes with its own charging cradle The charging cradle will charge both a battery in a handset and an optional spare battery if purchased in the charger s spare battery compartment Because the charger is upright the phone display is clearly visible when sitting at your desk so incoming calls can be visually screened With the fast charging battery capability built into both the handset cradle charger and the spare charger batteries charge fully in only 6 hours With each charge e Batteries are discharged and recharged which eliminates the memory effect that reduces battery life the spare is automatically reconditioned the handset battery is reconditioned in the cradle if manually selected e Users get 10 hours of talk time and 4 days of standby time e Users can continue to screen calls because the upright position keeps the display clearly visible e In addition an optional extended use battery provides 12 hours of talk time and 8 days of standby time The unit supports a hot swap option in the middle of a call a user can take out an old battery and put in the new charged battery as long as the swap is accomplished in 20 seconds or less IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 165 Product Description 11th May 2004 Issue 11b IP Office Product Description Application Licensing IP Office is an application platf
169. e two internally fitted cards allow up 60 simultaneous calls to external parties as they are only used when an IP extension is calling a non IP telephone or line If less Gatewayed calls were required one of the 30 channel cards could be substituted for a smaller variant The IP Office softphone is iPhone Manager Pro which requires two types of License Keys which allow Phone Manager Lite supplied as standard to run as IP Extensions Kit List e P412 Office PRI 60 El e 2xIP400 Voice Compression Module 30 e 90 x 4612 IP Hardphones e P400 Phone Manager Pro RFA e P400 iPhone Manager Pro RFA 50 e P400 iPhone Manager Pro RFA 40 50 40 90 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 202 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options Factory Configurations Avaya IP Office Small Office Edition Control Units e Avaya IP Office Small Office Edition 2T 4A 3 VC US 700280167 Providing two US specification analog trunks and four analog extensions Comes with three voice compression resources as standard for VolP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 T1 WAN e Avaya IP Office Small Office Edition 2T 4A 3 VC INT 700280175 Providing two analog trunks not US and four analog extensions Comes with three voice com
170. e with acoustic cavity for improved sound quality Feature Key Module FKM interface jack for use with the EU24 24 button expansion module support for this module will be available in a later release of IP office 7 Position adjustable desk stand wall mount stand Infrared IrDA port Built in headset jack Multiple language support built in English French Italian Spanish amp KataKana 8 Personalized ring patterns Copyright 2004 Avaya Inc All rights reserved Page 77 Product Description 11th May 2004 Issue 11b IP Office Product Description 4624 IP Hardphone The 4624 supports all of the features of the 4606 with the following differences e 24 Programmable Feature Keys With LED e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e 4 Display Soft Keys below the display e 4 Display Navigation Keys right of the display Menu Previous Next Exit IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 78 Product Description 11th May 2004 Issue 11b 6 IP Telephony Hard Phones Soft Phones IP Softphone iPhone Manager Pro IP Office s Phone Manager Pro can be configured to operate as an IP Softphone iPhone Manager Pro by use of a license key EEE e a ere ee il eae lee oa A f o ea E Ainsley Reid Alex Poon E Andy Alexander Andy Rawl E Sshader mandar R Brad Trower E Dave Roberts F Dave Robinson E Dominic
171. ectory PP Office Directory Microsoft Outlook Contacts Folder Display Fields for Search Results Name Mobile Number Extension Fax Number Phone Number Email Address Busy Status Login Status Do Not Disturb Status Group Status Forwarding Status Absent Message Forwarding Destination New Yoice Mail Messages Forwarding Destination Status e Incoming Calls This tab enables the operator to manage the local SoftConsole directory by creating editing and deleting entries from the selected directory Also the operator is able to associate a script or media file with each specific entry e Queue Mode This tab enables the operator to configure the queue window with up to 8 hunt group queues which will include a recall queue Queues can be created edited and deleted while also providing the operator with the additional benefit of positioning them in the queue window in order of operator preference Management by exception is employed to monitor queue status by enabling the operator to configure various alarm thresholds such as the Number of calls in queue and Longest waiting call time Note a media file can be associated with an alarm e Park Slots This tab enables the operator to configure which park slots are accessible on a system wide basis up to a maximum of 16 The operator is also able to assign which key sequences are used to access each park slot and where they appear within the park slot panel e BLF Groups This tab enab
172. ed away from the originally dialed party COLR Connected Line Identification Restriction COLR Inhibits the COLP service CSU Channel Service Unit Used to terminate an incoming digital trunk at the customer premises Incorporates features to allow trunk testing and checking including loop back functions CTI Computer Telephony Integration a technology that acts as an electronic bridge connecting telephones or switches with computers CTI controls or coordinates business processes and related IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 225 Product Description 11th May 2004 Issue 11b IP Office Product Description applications through the exchange of commands and messages between computers and telephone systems D DDI DID MSN Direct Dial In DDI DID and Multiple Subscriber Numbering MSN are telephone company services that can be subscribed to Call destinations can therefore be passed down the ISDN line and the system can use this information to deliver the calls to their final destination perhaps individuals or departments DHCP Dynamic Host Configuration Protocol a standards based protocol for dynamically allocating and managing IP addresses DHCP runs between individual computers and a DHCP server to allocate and assign IP addresses to the computers and also limits the time computers can use the address When time expires on the use of the IP address the computers contact the DHCP server again to o
173. ed bovaldeircige cobhecnalieraibeneeberedl ue Unda las doce haat eoan aTa 74 A A atria anan ai rate clase eats eed iE eet ae ee 75 4612 IP Hard A aa ioe thl acs nl aE heer aaa ein el A AEE ey eee ee a Meenas 76 4620 4620SW IP Hardphone EE oe eeeee reese ena ai 77 AG24 ON aigo alale la e E EE A A 78 IP Softphone iPhone Manager Pro tii Ab 79 IP Softphone Used as a Wireless Deskset 00 0 0 I titer terre a aeai 80 Wireless Vol Piti 81 Overview of Wireless Vol Priv a dete de peewee et at eae edt 81 3616 Exec tive Wireless Phone ciccn iii lade ail Abele ea ae ee araea kaa ha 84 3026 Ruggedized Wireless PRON Ernairen a a e A 85 P Telephony Features ac diri 86 7 Public and Private Voice NetWorkS ccooocccoooncnonnoconnccnannnnnnnnrcnnrrnnnnnnnnnnrrnnnn cena nnmnnn 87 Public and Private Voice Networks co e a Av nti trade diia 87 Connection to the Public N tWOFK 0 i I ere r rr rn narrar re ner rr rra 87 Trunk Line Types Supported w s i c2ecdoresdeesselecnab nda nbnessseeeed pede attics sav TA a a aa ai 87 ISDN Primary Rate ETSI CTR4 1P400 Office PRI El ou cccccceccccssseceeceeseseesesseeeeeeeseeeeeessaeeeeesaaeseessnaensesees 87 ISDN Basic Rate ETSI CTR3 1P400 Quad BRI ou ccccccccccccc cece ceee cess aran ro nora n rttr rrara tantn rr na ro nano nananiacinons 87 North American T l 1P400 Office PRU Milicia ie 88 North American Primary Rate Interface 1P400 Office PRI T1 oo terre nono nono cnn nono n ono nnnnnrrnnnn
174. ee Bk y Doo y gt ml 3 Ei Slota Slot B Extemal O P Socket Slots 4 and B can contain any combination of Audio I P Socket Analog BRI and or PRI trunk cards except Dual PRI Slot B must be used first AAA Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 25 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P412 Office With a more powerful call processing engine and greater internal data transfer capability the 1P412 Office is the most suitable of the IP Office range for meeting the needs of the small contact center or businesses with a CRM focus The 1P412 differs from the 1P406 Office by providing a greater trunk expansion capability of up to four PRI trunks The 1P412 Office base unit is 19 rack mountable and supports as standard e Two 10 100 switched Ethernet ports e DTE Port e X 21 V35 WAN interface e Support for 12 Expansion Modules 360 extensions maximum e Two relay switch port for door entry systems Ext O P socket e Audio port for external music on hold source e 100 Data channels Note A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example four people surfing the Internet will use a single data channel since they all share the same line to the ISP Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines IP extensions do n
175. eeeaeessesenaaaeegs 155 P Office DECT a ii tad rag rada 156 Trans Talks oct se acts A A ate ae eb debe ee eet eet ee 160 Avaya SOLO ois A ANA e oa Aa a 163 Application LICONSA A aia 166 10 THE COMEACE a aida 167 IP Office Contact Center CRM Solutions Product Overview cece re eee eeteeeee saa aeaeaa 167 IP Office Contact Center CRM Solutions Overview cece ee reece eee eeee eae nnneteneeeeeeees 167 Compact Business Center hi A desc aA Aaea EEE nel nad o eas 167 Compact Contact Cri iia 168 MultiMedia Module for CCG assis ci a a eid aed A ae ee 169 Compact Business Contra 170 Compact Business Centrico n adan Madonna dan a dee te 170 Real imei MOM acota ii idas 171 Compact Contact Center ECC A A A A A acia 172 Compact Contact Center CCC nicotina An EA EENAA EAAS SEAE nE RANS AT anaana ai 172 Call Center Vi W yi ieaie to rooi ra e ina lbs 173 Wallboard Manager arsinat athe nets ae ett Ale ti eas Se nites tie Ee 174 MultiMedia Report integra ae 176 MultiMedia Module evoca ia bos a da 177 MultiMedia MOUSE aida 177 MMM Server Side COMPONENTS cita ies Weel aid ene inde etn e aa 177 MMM Client Side Components ct ne reer r en rare rre 178 Queuing Announcements Within the Contact Center cn oe rn rr nr ninia 179 Queuing Announcements Within the Contact Center eee eee EEEE 179 QUEUE Announcements ea isa dutan clad Ea kaaa Eaa eaa a ANA ARAA Aaa savectanvesnnctouseventussanisiaias a aS 179 Auto Attenda
176. eflects where the call has come from internal or external or why the called party is unable to take the call A mailbox user can configure the responses that are played back to the caller based upon the reason the caller was routed to the Voicemail The supported call states are e Busy Engaged The user is currently on a call and unable to accept a second call e No Reply The user is away from the desk and unable to take a call e Internal A greeting to be played to internal calls e External The greeting to be played to external callers e Out Of Hours The greeting played when the system is operating out of hours Out of hours is defined with IP Office Manager A greeting can be recorded for each of the above conditions through the Telephone User Interface TUI If a recording is made for each condition the order of play back to a caller will be e Ist Out of hours e 2nd Busy Engaged e 3rd Internal External greeting e 4th No reply A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to present to a caller IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 126 Product Description 11th May 2004 Issue 11b 9 The Applications Interaction of Voicemail with Email Systems Unified Mailbox As standard Voicemail Lite and Pro allow for a simple voicemail alert or the entire voicemail to be forwarded or copied to any MAPI or SMTP compl
177. eginning Yes 3 Forward with comment at the end Yes 4 Record and address a message Yes 1 Record Send messages Yes 2 Get messages Yes 3 Create greetings Yes 4 Outgoing and filed messages Not supported 5 Personal Options Support for options 4 7 Option 1 to manage distribution lists planned for November 2004 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 136 Product Description 11th May 2004 Issue 11b 9 The Applications 6 Outcalling Support planned for November 2004 7 Autoscan Autoprint Autoscan supported Voicemail System Requirements e Any IP Office system e Any desktop telephone e Ethernet attached PC running Microsoft Windows 98 NT 2000 XP 2003 with the following minimum recommended specification e Voicemail Lite Pentium 4 2 4GHz or higher e Voicemail Pro Pentium 4 2 8GHz or higher with 256 MB of RAM minimum e Voicemail Pro with Integrated Messaging Pro Campaign Manager Pentium 4 2 8GHz or higher with 512 MB of RAM e Voicemail Pro TTS IMS Campaign Manager and Third Party Database Pentium 4 2 8GHz or higher with 512 MB Ram 98 NT or 1024Mb Ram Win2K XP 2003 minimum HD minimum 20GB preferably 7200rpm for better performance 2GB for Operating System and VoiceMail Pro plus free space for voicemail storage Attempting to run the voicemail server on a lower specification PC may cause degradation of operation IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 137 Pr
178. eland e Ireland e taly e Korea e Luxembourg e Mexico e Netherlands e New Zealand e Norway e Peru e Poland e Portugal e Russia e Spain e Sweden e Switzerland e United Kingdom e USA IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 207 Product Description 11th May 2004 Issue 11b B Implementing Voice over I P FAQ What is Quality of Service First and foremost Quality of Service is a goal not a standard There are a number of measures that can be taken on the Local Area Network and Wide Area Network to make them good enough for voice traffic Some of these are standard based others simply a matter of network architecture The term good enough is intentional Every customer will have different expectations and different budgets to work to Some will be willing to upgrade their networks to use the best possible equipment and practice To others the additional expense may be viewed as unnecessary What are the Symptoms of Quality Problems Poor speech quality manifests itself in three distinct ways e Echo induced by delay e Warble to severe clipping induced by lost packets and variable delay jitter e Distortion as a result of errors introduced by the conversion of speech to data and back again How Do Minimize Delay Induced Echo In My Network Delay in a network comes from a number of different sources and phenomena The first source of delay comes from the proce
179. er The Network Manager will periodically poll equipment to solicit a response if no response is received an alarm is raised In addition to responding to polls IP Office also monitors the state of its Extensions Trunk cards Expansion Modules except WAN3 module and Media cards if an error is detected IP Office will notify the Network Manager The IP Office implementation allows for two separate Network Managers to be nominated This permits both a customers Network Manager and a Maintainers Network Manager to be notified of the same alarm condition IP Office has been tested against Castlerock s SNMPc EE and HP s Network Node Manager part of the Openview application suite Avaya s Integrated Management Suite also uses HP s Network Node Manager SNMPc Management Console E File Edit View Insert Manage Tools Config Window Help ajja a ale 211919 eloalaj avert 10 x EY 192 168 44 192 168 44 255 Y Client Y IP_Office_403 IP_Office_403 192 168 44 255 For Help press F1 localhost Administrator Supervisor Y IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 195 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office SMDR A call logger utility IP Office SMDR is included which allows the detail of all calls to be sent to a file on the PC Third party applications can then use this data to allocate costs to departments analyze trunk capacity report
180. er piece The client software CBC can be installed on any client workstation as defined in the technical considerations section The Compact Business Center applications allow the user to create a maximum of 4 real time graphs in any of 6 different graph types e g bar pie etc These real time graphs display statistics for either the entire system or any three departments hunt groups e Department Hunt Groups e Period start time 24hr period e Period end time 24hr period E L itm E ea A a r Brean NATA Antena Lera dict Di Cada 1450 170 Calls Presented 1409 ong 137 Salle Anat Wi 775 cir itgin Calle 0 Dalle Last 144 Ali ncoming Cale E Kailh Line we MEN Cwik Gwmwl Caiet Patera etini fi Alas Agent F Lis Lanna ced STA Compact Business Center Example IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 170 Product Description 11th May 2004 Issue 11b 10 The Contact Center Real Time nformation In order to define the real time graphs the user may select 3 variables of their choice The following variables are available Total Calls Presented Total Calls Answered Total Calls Lost Total Outgoing Answered Number of available Logged on agents Trunk Utilization Calls waiting Active incoming outgoing Calls The number of calls currently in progress across the entire system highlighting a snap shot view of call activity This allows the user to have some
181. erved Page 133 Product Description 11th May 2004 Issue 11b IP Office Product Description Features Voicemail Voicemail Lite Voicemail Pro Embedded A e Ca Multi lingual calido EOI CAS CI C Voicemal services for Hunt Groups pes pes fs No ET E Centralized Voicemail Services Voicemail Ringback Internal only Internal only Internal amp external Vorena Hep TU eo o j fe Message Wang Indication COS CC Visual Voice on 20XX digital handsets Yes limited Yes support AA CS CS id A CS COS CI CUE A IRM AA OIEA CAS CAN Send Email notification CA CS CS CC Koma CUA PIN Code Bypass ree e Breakout to Reception Internal only Internal only Internal amp external IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 134 Product Description 11th May 2004 Issue 11b 9 The Applications e Intuity mode only e Remote access can be provided via the embedded Auto Attendant on the Small Office Edition I n Queue Announcements Voicemail Voicemail Lite Voicemail Pro Embedded ueue Entry Announcement ueue Update Announcement Estimated Time to Answer ETA Exit Queue to alternative answer point Auto Attendant Audiotex Voicemail Voicemail Lite Voicemail Pro Embedded Multi Level Tree Structure Single tier option No Yes on IP Office Small Office Edition not Other Features t To Speech Forward Emails to External Systems VPIM Third Party Database Access IVR nager
182. es Kit List e P406 Office PRI 30 El e P400 PRI El Media Card e 6x1P400 Office Phone Module 30 Tey Pam Paone IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 200 Product Description 11th May 2004 Issue 11b A Configurations and Factory Build Options 1P412 Office Scenario 1 A North American business requiring 180 Display Telephones and 96 Digital lines with 20 Analog lines for fall back purposes in the event of the T1 service failing The configuration illustrates a 1P412 Office providing 180 extensions and 96 digital trunks 4 x T1 and two 1P400 Office Analog Trunk 16 modules offering capacity of up to 32 analog trunk lines Factory shipped with a single Dual PRI T1 interface the system is fitted with an extra trunk card in its spare slot to provide the additional 48 lines Kit List e P412 Office PRI 48 T1 e P400 Office Dual PRI T1 e 6 X1P400 Office Digital Station 30 Module e 2x1P400 Office Analog Trunk 16 e 180 x Avaya 6412 Digital Terminals CS 1 CD te S S i Mere SUT ee s e zt AAA Y IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 201 Product Description 11th May 2004 Issue 11b IP Office Product Description Scenario 2 A Business requiring 90 IP hardphones 90 IP softphones and 60 lines This configuration illustrates an 1P412 Office PRI 60 El fitted with two optional 1P400 Office Voice Compression Module 30s Thes
183. es 2 0 eet ranancnna nano 189 IPOTICS Ma aa ii a 190 Installation and Administration WiZard oooninccnnnnocnnoncnncnccnnnnnnnoncnnnnnnnn nono EE AE AEA ANAE AEA A a EAEE 191 Importing System Setting Sennaa A AE 192 CalliStatUS onina natn a i Da 193 MONO la did a a a 194 Simple Network Management Protocol SNMP cccccccsssseceeeseeceeeeeeeeeeeeeeeeeesaeeseeeeaseeeeseaseeeeseaeeeeesaeeeeesensnaes 195 IP Offic amp eSMDR cna Mega na sve tetvae amas vinyse a A ed 196 A Configurations and Factory Build Options coomoccococccononcnnnnoronancconanncnnnnnrnnnrrnnnnnonanarenaaannss 197 Configurations and Factory Build Options Ur eeeeeeee eee gaaaenies 197 1P401 Compact Office Digital Terminal 4 00 00 ere rra nena rerenrnnnnnns 198 P403 Compact Office DT av A vig cad ener temas Coa eta 199 A OO 200 IP AED Oi AA AA AAA Aa 201 Factory Configura A a 203 Avaya IP Office Small Office Edition Control Units 0 0 0 eee eae nnnrrnnnananin 203 Country AVAI ADIN reves ete Acs acne dana acd taaleias te A aai 207 B Implementing Voice over IP FAQ ooomcocooococoncccnnonononorennnrcnnnnnnnnnnrrnnan rosana roca rrnnnnnnnnnnrenananans 209 What Is Quality Of Service cc A a 209 What are the Symptoms of Quality Problems 000 0 oer nani rrnannnnninnns 209 How Do Minimize Delay Induced Echo In My Network ooo onoocnccccccnninnnnnnnnoncnnnnnnonnnnnonancnnnnnnnnnncncnncnnanonnnnnns 209 How Do Minimize Warble and Clipping In My Ne
184. essages have been left Agents then transcribe the caller s answers into a database or other records Once a caller has entered information via a campaign message the agents can then check these messages with any responses left via touch tone played back as voice The powerful Windows Graphical User Interface GUI of Voicemail Pro Manager makes customization and creation of questionnaires simple Inbound call campaigns can be easily created and modified via a campaign wizard With Voicemail Pro customers are able to break out of a queue or be directed in an Overflow situation to complete their transactions via the Campaign Manager This ensures that a minimum of customers give up when forced to wait in a queue and therefore maximizes revenue opportunities 3 Campaign Web Interface Microsoft Internet Explorer Test bob jones Next New Next Active Next Processed i mpaign Ident State DateTime CLI Name Brochure Address 2 E New z 1904 2004 14 02 00 02 ct Qua 14 10 New Z 19 04 2004 i Aane a 1213 0002 E 00 01 E 00 01 Processed Submit e E New y 19 04 2004 00 04 Y 00 04 00 02 Hold CTRL while selecting multiple qualifier E e Internet h Campaign web client IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 180 Product Description 11th May 2004 Issue 11b 10 The Contact Center Recording Services Voicemail
185. et will use a single data channel since they all share the same line to the ISP Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines IP extensions do not use data channels The 1P406 Office can be ordered in four trunk configurations Quad BRI PRI T1 PRI E1 and 4 x Analog loop start trunks A spare expansion slot is available to add an additional trunk card Analog BRI or PRI e Note Some configurations are only available in certain territories please check for local availability Optional internal upgrades allow for the support of 2 x V 90 modem calls and a 5 10 or 20 channel Voice Compression Module VCM The VCM module supports 5 10 or 20 simultaneous voice over IP sessions These can be used for either providing networking between sites over a Wide Area Network or supporting IP Telephones and Soft phones An IP extension only uses the compression module whilst on a call to a non IP extension line Hence it is possible to support more extensions than the capacity of the VCM Through support of up to six external Expansion Modules 1P406 office can be enhanced to support a mixture of Analog Digital or IP Handsets to maximum of 180 Expansion Port Trunk Port WAN Port 8 x LAN Hub Ports LAN Uplink Status LEDs Status LEDs Status LED Cascade Switch for LAN port 8 Front Panel DC Power I P Socket DTE Port WAN Port Expansion Ports 1 6 are OTE WAN LL
186. ewind Fast Forward Integrated Messaging Pro user interface IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 129 Product Description 11th May 2004 Issue 11b IP Office Product Description The interface offers the following options to the user of Integrated Messaging Pro on IP Office e Playback via your handset multimedia PC or Mobile Cell Phone e Forward voicemails to other mailboxes e Delete e Answer in any order e Copy e Fast Forward e Rewind e Time and Date stamp e CLI ANI information if external or caller s name if internal When presented in Outlook voicemails will appear similar to emails Contained within the header message will be the caller s number information if the CLI ANI is available or a name if the call is internal If the name is not contained within the IP Office directory then the extension number will be shown With Integrated Messaging Pro the email server and desktop terminal are synchronized i e deleting a voicemail will remove the relevant email notification and vice versa the red message waiting light on the desktop telephone terminal will disappear if a voice message is deleted within Outlook Within Intuity mode on Voicemail Pro voicemail messages can be marked as Private or Priority Any Priority message received is shown with a red exclamation next to the telephone icon Ba private message is indicated with a padlock shown in the toolbar when a message is opened IP Of
187. f controlling one telephone device see diagram below IP Office User Windows PC EJ P Office TAPI2 Microsoft TAPI 2 1 and 3 0 are specifications and developers interfaces for controlling and monitoring a telephony device The specification requires that a certain amount of core functionality is implemented and additionally defines a series of optional functionality that switch vendors may also implement TAPI Link Pro 3rd Party TAPI Support TAPI Link Pro provides all of the features and functionality of TAPI Link Lite but additionally provides third party CTI operation This means that a single server can control and monitor any number of telephone devices In addition TAPI Link Pro provides the ability to monitor and control groups This allows an application to be notified when a call enters a queue and can also redirect it to another location TAPILink Pro also supports additional TAPI functionality that is not available through TAPILink Lite This functionality is supported through the LineGetLineDevStatus and LineDevSpecific calls The additional features are e Agent login e Agent logout e Set and retrieve divert destination e Set and retrieve extended divert status Forward All Calls Forward on Busy Forward on No Answer Do not Disturb e Retrieving the extension locale language e Set and clear the message waiting lamp e Enable and disable group membership e Generate and detect DTMF digits
188. f time the call has been active The Missed Calls List displays the date and time the call was received the extension that was receiving the given call the number received via CLI ANI the party at the other end of the call and the length of time the third party waited for an answer before hanging up Call Status is extremely useful in establishing if there are any data calls in progress IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 193 Product Description 11th May 2004 Issue 11b IP Office Product Description Monitor Monitor is a real time maintenance utility to assist with IP Office trouble shooting As the application connects to the IP Office over an IP Connection it can be used from both local LAN and remote locations WAN A simple interface allows an engineer to select which protocols and interfaces are to be monitored and decoded The trace can either be captured directly to screen or as a log file for later analysis Different protocols can be color coded to improve the clarity of large log files In addition to monitoring the application captures system alarms and will display a death log of the last 20 alarms that have occurred CT SysMonitor ersion 4 0 989 STOPPED monitoring 192 168 30 1 File Edit View Filters Status Help gt ja gt 8 T x gt a Eju 270713mS CMExtnTx v 337 pl 4 CMInbandTone Line type DigitalExtn 5 Call lid 0 id 4 in 0 BChan 5 s wwr e All Settings eee
189. ffice Edition Platform IP Office Small Office Edition Overview IP Office Small Office Edition supports all the applications and functionality of the IP Office product range refer to the relevant sections for further detail This section details those aspects unique to the IP Office Small Office Edition The IP Office Small Office Edition is available in six variants which provide a different mix of Analog Trunks Analog extensions Digital Extensions and Voice Over IP capacity Dependant on the model chosen up to a maximum of 28 extensions can be supported 4 Analog 8 Digital and 16 IP All IP Office Small Office Edition s have a four port Ethernet Switch layer 2 and a dedicated switched Ethernet WAN port layer 3 making the system ideal for connection to broadband services such as ADSL and Cable With Voice over IP as standard and the optional IPSec security the system can be quickly configured to provide secure voice and data networking back to a head office over the broadband connection The IP Office Small Office Edition supports an additional WAN slot located at the back to support other network connections such as V35 X21 T1 and BRI leased lines that may be encountered in frame relay applications The back of the unit provides a twin PCMCIA socket for a memory card when using embedded voicemail and a Wireless LAN card when using the system as an Access Point see below for further detail As well as supporting the extern
190. ffice Terminals Introduction 37 IP Office Terminals 37 159 IP Office VoIP 212 IP Office s DECT Handset 159 IP Office s Directory 66 IP Office s LAN 92 IP Office s Onsite Mobility Solution 155 IP Office s PC 69 Copyright 2004 Avaya Inc All rights reserved IP Office s PhoneManager application 115 IP Office s PhoneManager Pro 80 IP Offices Transit Network Selection 88 IP Office s WAN 92 IP PBX 73 IP Phones support 73 IP Phones 73 IP Softphone 80 144 IP Softphone Used 80 IP softphones 201 IP Telephones 81 IP Telephony design 73 Introduction 73 IP Telephony 20 73 144 212 IP VPN Access 92 IP VPN 91 92 1P400 70 87 88 89 156 201 1P400 iPhone 201 1P400 iPhoneManager Pro RFA 40 201 1P400 iPhoneManager Pro RFA 50 201 1P400 Office 87 88 89 156 201 1P400 Office Analog Trunk 16 201 1P400 Office Dual PRI T1 201 1P400 Office PRI 87 88 89 1P400 Office PRI 30 E1R2 89 1P400 Office PRI El 87 1P400 Office PRI T1 88 1P400 Office Voice Compression Module 201 1P400 Office Voice Compression Module 30s 201 1P400 Phone 201 1P400 PhoneManager Pro RFA 201 1P400 Quad BRI 87 1P400 Voice Compression Module 30 201 1P401 19 66 70 97 101 115 116 147 211 219 1P401 Compact Office 19 20 101 115 116 211 219 1P401 Compact Office 2 4 211 1P401 Compact Office Digital Terminal 20 1P401 Control Unit 219 1P403 2 19 23 27 70 97 101 147 148 211 219 1P403 Control Unit 219 1P403 Office
191. fice 2 1 Copyright 2004 Avaya Inc All rights reserved Page 130 Product Description 11th May 2004 Issue 11b 9 The Applications Text To Speech TTS for Email Reading Microsoft Exchange only In addition to providing a unified mailbox for voicemails emails and Fax message Voicemail Pro can also provide the ability to retrieve Voice and Email messages through the telephone When operating in Intuity mode and with the system licensed for Text To Speech TTS facilities the user will be presented with a list of both Voicemail messages and Email messages The emails can be read out over the telephone in any of the supported 14 languages based upon the system or user localization settings The benefit to the user is that their messages are now accessible whilst in and out of the office through any telephone When accessing messages through the telephone all new Voicemail messages will be presented to the mailbox owner before any new Email messages When accessing an Email message the system refers to the message as New message with text The TTS facility is provided as a license through the use of either the IPO LIC 1P400 Avaya TTS RFA 1 or IPO LIC 1P400 3rd PARTY TTS SPPRT RFA 1 see TTS in Call Flows for a description of these two licenses and the TTS media pack The differences between these two licenses are the language support and a difference in the Email reading capability With the Avaya TTS RFA a TTS engine is included with sup
192. fice 2 1 Copyright 2004 Avaya Inc All rights reserved Page 70 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling Intrusion Warning Tone This is a system wide setting that enables or disables warning tones played to users that are being intruded upon Least Cost Routes By configuring a Least Cost Route calls may be routed via an alternative carrier Time profiles can also be used to allow customers to take advantage of cheaper rates at specific times Multiple carriers are also supported For example local calls are to go through one carrier between specific hours and international calls through an alternative carrier Carrier selection using 2 stage call set up via in band DTMF is possible Maximum Call Length Allows the system to control the maximum duration of a call based on the dialed number This could be used for controlling calls to cellular networks or data calls made over the public network Night Service When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled Callers to this Hunt Group will receive the busy tone or if Voicemail is operational played the Out of Hours greeting Alternatively a Night Service Fallback group can be used to provide cover e g pass calls to a manned extension or an external number e g a mobile A Hunt Group can be switched to Night Service mode by a user dialing the appropriate short code by any extension or by spec
193. for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DT 16 VC INT 700280233 Providing four analog trunks not US four analog extensions and eight Digital Terminals Comes with sixteen voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 203 Product Description 11th May 2004 Issue 11b IP Office Product Description Avaya IP Office Small Office Edition Expansion Cards Avaya IP Office Small Office Edition WAN Expansion Kit 700289713 Optional card supporting V 35 and X 21 private circuits Avaya IP Office Small Office Edition 64MB Memory Card 700289721 64M PCMCIA memory card for embedded auto attendant and voicemail Avaya IP Office Small Office Edition Wireless LAN Card 700289739 PCMCIA Wireless card for Access Point functionality Factory Configured Base Modules 1P401 Compact Office DT2 700184617 1P401 Compact Office supporting 2 x 20 Series Digital Terminals 2 Plain Ordinary Telephones CLI 1 x ISDN Basic Rate 2 lines 4 Port 10 100M Ethernet Hub USB port and DTE port for Terminal Adaptor or TPAD applications Music on Hold input and
194. formation to an external line interface unit The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call can be unambiguously identified Group Paging A group of users can be placed within a paging group for the purpose of receiving voice announcements via the speaker of their digital telephone when idle IP Office also allows POT ports to be configured for connection to external tannoy or paging systems With Release 2 1 IP phones are now able to be part of a paging group Hold Music The system supports both internal and external music on hold The internal source uses a WAV file of up to 30 seconds length WAV files are industry standard making it simple to change the music to meet the customers needs External music on hold devices connect to the 3 5mm Audio socket located on back of IP Office Small Office Edition 1P401 1P403 1P406 and 1P412 base unit e Note The P401 only supports external music on hold Hot Desking Hot Desking allows a number of users to use the same extension Each user logs in as themselves so they can access their own Voicemail and other facilities For example sales personnel who visit the office infrequently can be provided with a telephony and Voicemail service without being permanently assigned a physical extension Incoming Call Routing Traditionally incoming calls used to be presented to an Operato
195. ge ita e tidad 64 AM A A tere ae ahaa eae ace oe dees aes rE eohiah en 64 Call OIG ll reg sh eee acs adel aa ane de cau det ates ah St a anal eden eae atte O aon 64 CAI alan ora ves Amel aot e DnE EN AN AAE a a O eons eaaa TE N ANSTA 64 Cal Park aii A a a a a a a aoa 64 Gall PICKUP cocos da A aoe IA Shee ee iain oe RA 65 Gall Steal Acquire CM ei ae ae Alice ieee ed ee ee A Ea 65 Callas nad datada 65 Gall Wald it a E ia 65 Clear Call Waldo A ee dd 65 conference Call order 66 DAA ii A AAA a a 66 Dial ON PickUp inr aaa A O eee diera 66 AN AAA AE cee ae Bae Se ear A tel at 66 DISUINCEIVE RINGING erati a e aaa e ad 66 DO NOE DISCUTIDA ida a Ea Ea ikea EEA A AE a ERN Oaa 66 Enhanced Intrusion Whisper Page iii A aid 66 A o TA AEEA E AE TEA 67 Handset Dial By Name fects oeei eie eA ad EE aA 67 A a ea i a O 67 Hold Gal Watgen a A a ee ee A E ia 67 LOGIN rt O ti E E ET E Rastans 67 Meet Me Conference sssssssssssresesrrttttrtttt ertr t tr ttt rE tA SErENASEENEESEEEANSEEEESEEEEAESEEEEEEEEERESEEEEEEEEEEEEEEEEEEEEEEEEEEEEEESS 67 Monitor Gall Sirosen A A A A aes Plate A E O A i heres 67 Ring Back When Freen tocan Ad Aa 68 Relay Om Off PU ISE iii anan e E recliner TEE E EEEE Ee EEA A A EE O aa a 68 S spend RESUME ssiri eae A ae a EE A es ae eee 68 Suspend Call Wealting icc tccicsiiie dtl ea ae ees ac etal en ieee is ee eaten 68 Togale Calls ati ia 68 System ECU IA baca 69 ACCOUNT COGES enega A OA YEA E EROTS OOTA VE OTE inal ak Wal then
196. ght 2004 Avaya Inc All rights reserved Page 79 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Softphone Used as a Wireless Deskset IP Office s Phone Manager Pro can be configured to operate as an IP Softphone iPhone Manager Pro by use of a license key IF this application is loaded onto a laptop and the laptop has a wireless LAN Wi Fi card installed then this combination may be referred to as a Wireless Deskset E rm Co eo n i f j i f f Aw d a n m Saa E Adam Furness E Ainsley Reid E Alex Poon F Andy Alexander Andy Rawill E Andy Wedde E Gshader mandar R Grad Trower B Dave Roberts F Dave Robinson E David Spy DDI E Dominic Ridley E Graham Ferguson PE Graham Streit Ej lan Webber E Imerio Ballarini E John Tucker B Kieran Begiey Les Taylor Mark Cosgrove Mark Gibson E Mark Jaycocks E Mark Massingham E Matt Ashfield E Matt Rogers IP E Michael W PO Ej Michael W WOC E Mgel Olding Ej Peter Kratzel B Phil Kyle F Phitppe du Fou tE Priliope IPSoft E Richard Hill E Shaun Steger L E Sukhwvant Bal F Terry Jones As with Phone Manager Pro the iPhone Manager Pro offers the same GUI interface for the user to take control of making and receiving telephone calls iPhone Manager Pro communicates with the IP Office system unit via the wireless LAN There is no physical terminal and conversation actually takes place via the laptop s soundcard The physical set u
197. h the SoftConsole PC based application can set up ad hoc conferences via drag and drop if the participants are internal using the Busy Lamp Field BLF Voicemail Pro will then contact the participants and bring them to the conference External participants are called by the operator and transferred to the conference Using the SoftConsole application the operator can transfer a call to an ad hoc conference or a to a conference created via Conference Center Please refer to the SoftConsole section for more information Phone Manager Conferencing Center I ntegration Phone Manager users can join a conference or book a conference via the Conference Center application simply by clicking on the relevant icons within Phone Manager This will launch the Conferencing Center Web Client and the Conferencing Center Scheduler respectively Note this feature is only available if permission is specified by your system administrator and if the Conferencing Center system is available System Requirements for Conferencing Center e P Office version 2 1 or higher e Voicemail Pro version 2 1 or higher e Conferencing Center Server e Pentium 450Mhz 1 4Mhz recommended or above with 256MB RAM 512MB recommended running Windows 2000 Server or Windows 2003 Server Windows XP Professional Windows 2000 Professional could be used but would typically support a maximum of 10 web clients e Microsoft Internet Information Service 11S installed capable of support
198. have an aggregate rate of 128 Kbps and above There is a new standard for the PPP protocol called BAP Bandwidth Allocation Protocol which enhances the ML PPP specification by making sure that all vendors implement the same rules for when extra channels are connected and when they are disconnected NAT Network Address Translation is a mechanism that allows you to hide internal IP addresses from external networks You may have an established network using your own numbering scheme and would like to access the Internet There are many cost effective Internet Service Providers ISP but they want you to use a different IP address By using NAT between your machine and their network everyone is satisfied without any need to renumber your network An additional benefit is that all your machines can use the NAT facility and access the Internet via the one address NAT is the translation of an IP address within one network to a different IP address known within another network One network is designated the inside network and the other is the outside Typically a company maps its local inside network addresses to one or more global outside IP address and unmaps the global IP address on incoming packets back into local IP addresses This helps ensure security since each outgoing or incoming request must go through a translation process that also offers the opportunity to qualify or authenticate the request or match it to a previous request NAT also conserve
199. he intruding party intrudes on the existing call and all parties hear a tone The speech path is enabled between the intruding party and the called extension the other party is forced onto hold and will not hear the conversation On completion of the intrusion the called party speech path is reconnected to the original connected party The feature is enabled or disabled on a per user basis through the Manager application IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 66 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling Follow Me The Follow Me To facility allows a user to take their calls from another location whether this is an internal or external number This feature can be set at the user s extension or via the Phone Manager application The Follow Me Here facility allows a user to take their calls from another extension This feature can be set at the destination extension In both cases if the redirected call receives busy tone or is not answered then the call behaves as though the user s extension had failed to answer and will follow the user s Forward settings Handset Dial By Name Allows a user to look up another user by spelling their name on the display terminals numeric keypad and then establish the call Hot Transfer Hot transfer is the ability to transfer a call without personally answering the call A user can perform a Hot Transfer via a PC application fo
200. he rear of the unit in the event of power being interrupted e Note Ground start trunks are not available in all territories Analog Trunk Module Status Analog Trunk Ports LED Ports Front Panel DC Power l P Socket Protective Earth Point Power Fail Trunks 1 amp 2 Expansion Port Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 33 Product Description 11th May 2004 Issue 11b IP Office Product Description Trunk I nterface Cards Trunk interface cards are rear mounted to provide flexible trunk connectivity for the 1P403 1P406 and 1P412 platforms The 1P403 supports a single trunk interface card with an optional plug in analog trunk card while the 1P406 and 1P412 support two trunk interface cards There are seven trunk interface cards Not available in all territories e P400 Office Quad BRI e P400 Office PRI El e P400 Office Dual PRI El 1P412 only e P400 Office ELR2MFC e P400 Office Dual ELR2MFC 1P412 only e P400 Office PRI T1 e P400 Office Dual PRI T1 1P412 only e P400 Office Quad Analog Trunk LS 1P400 Office BRI Card The BRI trunk card provides 4 Basic Rate ISDN S T Bus interfaces 8 trunks Details of the supported supplementary services on BRI interfaces are given in the Public and Private Voice Networks section 1P400 Office PRI Cards T1 E1 E1R2 Available in single and dual versions the 1P400 Office PRI card provides single and dual primar
201. he right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya All trademarks identified by or TM are registered marks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs avaya com Copyright 2004 Avaya Inc All rights reserved Avaya Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Email contact avaya com Web http www avaya com Copyright 2004 Avaya Inc All rights reserved Page 243 11th May 2004 Issue 11b
202. he script file is displayed whenever a call is received for that company Call Information Calling Name Company One Calling Number 01707364416 Called Name Extn208 Called Number 208 Call Status Alerting Incoming Duration 00 02 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 110 Product Description 11th May 2004 Issue 11b 9 The Applications e Conferencing Within SoftConsole calls can be conferenced when held or a conference can be created through the two conference rooms e Conference Held Calls An operator can conference calls that are in the Held Panel All calls in the Held Panel will be conferenced e Conference Room An operator can configure up to two conference rooms including details on who is hosting the conference plus the ability to send out invites to conference participants automatic invites can be generated in conjunction with Voicemail Pro see Conferencing Center for more details Participant status as depicted by icons in conference room Not Invited E E IES E e Queue Panel The queue panel displays graphical information via means of a dynamically updated bar graph on the number and the status of external calls held in a particular queue Up to 8 Call queues can be configured and labeled to reflect incoming calls for specific Hunt Groups Queue Name Main Status Alarmed e Held Calls Panel The held call panel enables the operator to manage all calls held at the
203. his network e Simple Telephony Call Basic Call ETS300 171 172 e Circuit Switched Data Call Basic Call ETS300 171 172 e Called Calling Line D Presentation ETS300 173 e Called Calling Name Presentation ETS300 237 238 e Message Waiting EN301 260 255 Qsig E1 T1 Traditional voice networking IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 90 Product Description 11th May 2004 Issue 11b 7 Public and Private Voice Networks Packet Based Voice Networking Packet Based Voice Networking IP Office supports a wide variety of voice and data networking options from traditional public circuit switched networks and structured leased circuits to a multitude of packetized voice solutions This section describes the options available for businesses who are ready to embrace packetized voice solutions such as Voice over IP VoIP Packet based voice networking between IP Office sites can be achieved in a number of ways e VolP over an unstructured private circuit e VolP over a managed IP VPN e VolP over a managed Frame Relay network e VolP across the LAN e VolP across the public network Managed IP FR Netwo VoIP H 450 WAN Data Circuit Vol P networking across IP network or WAN IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 91 Product Description 11th May 2004 Issue 11b IP Office Product Description Vol P over an Unstructured Private Circuit Private v
204. iant Email application Microsoft Outlook Exchange Lotus Notes etc as a WAV file attachment This allows emails and voicemails to be unified and collected from a single source the email client The simple alert option which forwards only the time date and caller s number information has been designed for use with commercial Short Message System SMS services whereby this information can be forwarded to the display on a Mobile Cell Phone or Pager when the user is away from the desk This email notification forwarding and copying can be done for all voice messages or on individual selection and can be activated remotely This is beneficial if you are working from home and have an email connection available Incoming SMS alert on your GSM Call Listen to your email Voicemail requires Text to Speech licence SS Email alert mess age on the road Voicemail picks a bd Email 2 up the call on l message at home no answer auris TAa gt In the Office LED on your Phone Alert on Phone Manager Email within Outlook Forwarding voicemail to email is one element of unified messaging and is particularly useful for group voicemail boxes as it allows a single voicemail message to be copied to the email of every member in that group Inbox Microsoft Outlook Steve Richards PEREA O A anw OS X Ge pecty Reply to Al Y Forward CisendiReceive Bond organize E Be gt 0 BE Messages with au
205. ich serves most users well enough but isn t adequate for the continuous stream transmission required for video and audio programs over the Internet With RSVP people who want to receive a particular Internet program think of a television program broadcast over the Internet can reserve bandwidth through the Internet in advance of the program and be able to receive it at a higher data rate and in a more dependable data flow than usual When the program starts it will be multicast to those specific users who have reserved routing priority in advance RSVP also supports unicast one source to one destination and multi source to one destination transmissions S SNMP Simple Network Management Protocol A method of communication between a network monitoring agent and a network management application to provide information regarding its operational status SQL Structured Query Language is a database language used for creating maintaining and viewing database data Standard Voicemail Also called Voicemail Lite Provides basic voicemail operation for the telephone system The Voicemail Pro Server contains all the same functions as Voicemail Lite T TAPI Telephony Application Program Interface TCP Transmission Control Protocol TCP is a method protocol used along with the Internet Protocol IP to send data in the form of message units between computers over the Internet While IP takes care of handling the actual delivery of the data TCP
206. ide guarantees for different types of data traffic such as SAP or e business applications What Bandwidth Do Require for Each Voice Call The bandwidth used varies depending on the compression method chosen IP office supports a wide range of compression standards including the most popular G 723 1 and G 729a These will occupy approximately 10K and 13K of bandwidth respectively Use the following chart to choose the most appropriate compression algorithm for your available bandwidth Compression RTP Voice Packets LAN Overhead WAN Overhead Algorithmic Data per bps LAN bps WAN Delay milli Payload Second seconds Codec G 723 1 24 Bytes 33 33 20 800 225 9 867 54 fo G 729a IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 210 Product Description 11th May 2004 Issue 11b B Implementing Voice over IP FAQ What Delay is Acceptable Effort should be made to keep the overall end to end delay below 150 milli seconds An idea of the delay inherent in the network can be measured by carrying out a ping test and dividing the result by two IP Office has built in echo cancellation to maximize speech quality What is The Perfect Network For those customers who are willing to upgrade their data network the ultimate scenario for Voice would be for every device on the Local Area Network to have its own dedicated port on a DiffServ capable layer 3 switch such as the Avaya Cajun Connections
207. ific users Off Switch Call Inhibit This is a system wide setting that prevents external calls being forwarded off switch as a precaution against toll fraud This also prevents trunk to trunk transfers Outgoing Calls When making an outbound call the system first checks if the dialed digits are an internal extension If not the system then checks to see if the dialed digits are a feature code If the dialed digits are neither an internal extension number or a facility code then the system concludes it is an external call Hence it is not necessary to prefix an external number with a line access code PIN Restricted Calling IP Office can force a user to enter a PIN code or authorization code when they attempt to make a call PINs can be applied to an individual telephone number or calls of a specific type such as international calls The Call Logging output includes the PIN code allowing a system administrator to search for all calls made by a user regardless of the telephone used For added security an option is provided to prevent PIN codes from being displayed on Phone Manager and digital IP display terminals Note Caller Display Analog Phones will display the PIN number dialed regardless of this option IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 71 Product Description 11th May 2004 Issue 11b IP Office Product Description Personal Fax Numbers Individuals and departments can have their own fax
208. ing as many web clients as required please refer to Microsoft for licensing e 80MB of free disk space e Conferencing Center Web client e Internet Explorer 6 0 or higher e No download required e Phone Manager version 2 1 or higher optional e SoftConsole version 2 1 or higher optional IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 154 Product Description 11th May 2004 Issue 11b 9 The Applications Digit Cordless Solutions non Vol P Digit Cordless Solutions non Vol P IP Office supports three wireless solutions e TransTalk which is primarily for the North American market e DECT which is primarily for the European market e Avaya 3810 which is primarily for the North American market There is little doubt that in the business environment of today telecommunications are a valuable source of competitive advantage It is clear that improved internal and external communications leads to increased organizational efficiency enhanced customer relationships and hence increased profitability The primary objective of IP Office s Onsite Mobility Solution is to improve communication with staff who because of the function they perform are mobile within the workplace Using cordless technology such individuals may be instantly contactable with many obvious benefits The cordless telephone is carried in the pocket so users are not tied to the desk in order to remain in contact Users may be co
209. installed on the Voicemail Pro server the TTS engine can use any combination of these languages The language used will be decided by the system or user localization that is configured This means that multi language solutions can be easily provided for example some users may have their emails read in US English and others have theirs read in Chinese Within a call flow information can also be read back to callers in different languages by using the System Prompt Language to select the require language The languages currently supported by the Avaya TTS engine are e Chinese e Dutch e English UK e English US e French Standard e German e Japanese e Italian e Korean e Norwegian e Portuguese Brazilian e Russian e Spanish e Spanish Latin IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 124 Product Description 11th May 2004 Issue 11b 9 The Applications Visual Basic VB Scripting The Voicemail Pro Client call flow interface has been extended to allow an administrator to provide Visual Basic VB scripted logic that can be interpreted by the Voicemail Pro server This ability allows system administrators to program the voice system via VB Scripts thus providing additional choice and flexibility in providing IVR applications The new VB script action contains a VB Scripting parser Syntax checker to ensure the legitimacy of the administrator derived VB Script before it s incorporation
210. ion Select e 4 Context Sensitive Soft Keys e 11 Fixed Feature Keys Speaker Scroll Redial Speed Dial Hold Answer Release Mute Divert No Calls Group Program e Wall Mountable e Hearing Aid Compatible IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 40 Product Description 11th May 2004 Issue 11b 4 Terminals 20CC Call Center Terminal The 20CC agent display terminal is a dedicated turret terminal for call center applications and supports the following features e Message Waiting Light e On Hook Dialing e Receive amp Make Page e Headset Capability Note Headsets are separately ordered e LCD Display e Dual Color BLF e 8 Key Direct Station Select e Log On Log Off To Register Each Agents Shift Duration e 11 Fixed Feature Keys View Scroll Redial Speed Dial Hold Answer Release Mute Log On Log Off Busy Not Available Busy Wrap Up Program e 4 Context Sensitive Soft Keys IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 41 Product Description 11th May 2004 Issue 11b IP Office Product Description 20DS Unit The 20DS works in association with your chosen 20 Series display terminal It provides your phone with an additional 42 Direct Station Select keys and dual color Busy Lamp Field DSS BLF You can associate up to two 20DSs with your IP Office display terminal Linking kits are provided to link the 20DS to your display termina
211. is section provides an introduction to the main components of the IP Office platform that includes P401 Compact Office 1P403 Office 1P406 Office and 1P412 Office All IP Office platforms support identical applications therefore any platform can be used in any of the previously described IP Office solutions As with all IT and Communications equipment IP Office should be connected to a clean power supply or a UPS Additional Information on which components are available in which territories along with configuration limits and examples is provided in Appendix A IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 19 Product Description 11th May 2004 Issue 11b IP Office Product Description I P401 Compact Office Units 1P401 Compact Office The 1P401 Compact Office provides a solution for the smallest of offices and those requiring sophisticated office facilities at home 1P401 Compact Office is a fully converged Voice and Data solution housed within a half sized rack mountable unit The unit offers functionality including Voicemail Internet Access Homeworking and IP Telephony 1P401 Compact Office is available in the following versions not available in all territories e 1P401 Compact Office Digital Terminal 2 e 1P401 Compact Office Digital Terminal 4 e 1P401 Compact Office Upgrades 1P401 Compact Office Digital Terminal 2 Pre configured with support of e 2 x Digital Terminal ports for Avaya 2
212. ity 175 Agent Activity Trace 175 Agent Callback Request 175 Copyright 2004 Avaya Inc All rights reserved Agent Group 175 Agent Group Graphical Summary 175 Agent Group Member Call Duration Report 175 Agent Group Member Duration 175 Agent Group Tabular 175 Agent Group Tabular Summary 175 Agent Individual 175 Agent Mode 143 144 Agent Tabular 175 Agents 2 67 132 143 144 163 167 175 176 177 184 187 Aid Compatible Hearing 50 74 id Compatible 50 74 ir 1 0 802FH UAP 81 ironet 1200 81 ironet 340 81 ironet 350 81 ironet 3500 81 ironet 4500 81 irtime 160 163 gorithmic Delay 210 Avaya 37 163 CE UL Dentori Safety pproved 219 DRMs 160 IP Office 9 19 97 15 116 189 Media 175 Other Units 219 Units 219 ocates IP addressto 212 ocates 101 115 150 FEESEPRESSPESPENESLPEPEPEPEPLEES ht N ow inter working 102 owing incoming 179 ows automatic manual 132 Sub addressing 87 Allows 2 45 61 64 65 66 67 68 69 70 71 72 73 87 92 94 95 97 101 102 103 104 105 106 115 116 132 142 143 147 150 156 160 162 163 175 179 187 201 209 210 211 lows host mute 2 Allows host 2 Allows reports 175 Alternate Call Routing 95 A 1 A Dr Nn gt gt ternatively voicemails varion 81 Alvarion BreezeNET Pro 11 Series 81 Analog 2 9 20 27 66 67 69 71 72 73 92 142 147 162 201 210 219 Analog 16 Module 219 Analog Extension 9 Analog
213. jack for use with the EU24 24 button expansion module support for this module will be available in a later release of IP office 7 Position adjustable desk stand wall mount stand Infrared IrDA port Built in headset jack Multiple language support built in English French Italian Spanish amp KataKana 8 Personalized ring patterns Copyright 2004 Avaya Inc All rights reserved Page 53 Product Description 11th May 2004 Issue 11b IP Office Product Description 4624 IP Hardphone The 4624 supports all of the features of the 4606 with the following differences e 24 Programmable Feature Keys With LED e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e 4 Display Soft Keys below the display e 4 Display Navigation Keys right of the display Menu Previous Next Exit IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 54 Product Description 11th May 2004 Issue 11b 4 Terminals 6408D Terminal The 6408D supports the following features e Desk wall mount e Administrable handsfree operation e 2 line x 24 character display e Speakerphone e User administration e Time day default e Adjustable display e Ringer volume and tone e 8 Flexible dual LED feature keys e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved
214. kit comprising of Daughter Card front panel and fittings for converting the IP401 Compact Office Digital Terminal 2 to a Digital Terminal 4 e 1P401 VCM Upgrade A plug in card required for both the embedded voice mail and support of voice over IP The 1P401 Compact Office supports 5 channels of Voice compression when fitted with the 5 channel Voice Compression module IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 22 Product Description 11th May 2004 Issue 11b 3 Platform Overview IP Office Servers 1P403 I P406 and I P412 Units IP Office Servers 1P403 I P406 and I P412 The 1P403 1P406 and 1P412 Office are designed for the small medium enterprise Scaling from 10 extensions to 360 extensions each module is available pre configured not available in all territories with a range of trunk configurations e 1P403 Office e 1P406 Office e 1P412 Office IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 23 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P403 Office The 1P403 Office base unit is a 19 rack mountable voice and data communication system and supports as standard e Eight digital handset ports Digital Terminal and Digital Station options of the 1P403 Office base unit are available dependent on territory e Two Analog telephone ports e Eight 10 100 Mbps LAN Hub ports e DTE Port e X 21 V35 WAN interface e Support for 3 Ex
215. l allows the negotiation with the other party of the data call to request additional calls to be made to improve data throughput Callback Three types of call back are supported e LCP Link Control Protocol After authentication the incoming call is dropped and an outgoing call is made to a predefined number to re establish the link e Callback CP Microsoft s Callback Control Protocol After authentication from both ends the incoming call is dropped and an outgoing call to a predefined number made to re establish the link e Extended CBCP Extended Callback Control Protocol Similar to Callback CP however the Microsoft application at the remote end will prompt for a telephone number An outgoing call will then be made to that number to re establish the link Domain Name Service DNS Proxy Domain Name Service servers provide the translation of familiar names such as www avaya com to the IP address required in order to establish a connection IP Office provides this service to PCs on the network by proxy IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 103 Product Description 11th May 2004 Issue 11b IP Office Product Description Network Address Translation NAT NAT is a mechanism that allows you to use a different IP address to that of your internal network whilst connected to an external party or service When connecting to the Internet ISPs typically want a customer to use an IP address they have allocated
216. l and any additional 20DS unit Each 20DS requires its own extension port and an AC mains power socket Each IP Office DT module supports a maximum of two 20DS units only IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 42 Product Description 11th May 2004 Issue 11b 4 Terminals 20DT DECT Cordless Handset IP Office DECT Handset features include 2 Independent User Profiles for ringer volume settings 36 Character LCD display 5 Display Icons Intuitive Keys for driving the display Keys for volume control amp off hook Vibrating ringer 10 Number Redial Store 80 Number Local Phone Book Keypad lock 9 tone ringer options Headset connection Automatic Answer Option used with headsets 10 hours talk time and 90 hours stand by time Lightweight weighing less than 130gms Pocket size dimension 143mm x 48mm x 26mm Option handset accessories include IP Office 2 1 A desktop charger An adapter cord for use with headsets Handset cover including a robust belt clip Heavy duty belt clip Copyright 2004 Avaya Inc All rights reserved Product Description Page 43 11th May 2004 Issue 11b IP Office Product Description 2420D Terminal The 2420D supports the following features e High end feature set with productivity local call log amp speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e Invest
217. l not work or will provide Lite functionality until the system can re validate them A short grace period is provided to ensure that transient network problems do not affect the level of service provided by the system As soon as the connection between the IP Office system unit and the License Service is restored the licenses become valid again IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 166 Product Description 11th May 2004 Issue 11b 10 The Contact Center IP Office Contact Center CRM Solutions Product Overview IP Office Contact Center CRM Solutions Overview Avaya provides Customer Contact solutions that meet the needs of the small to medium business From the smallest company that requires the aptly designed Compact Business Center to the larger enterprises that need advanced routing and multimedia integration with the Customer Contact Center Avaya provides a robust solution whether you have 5 staff or a small contact center of 75 agents Here is a brief overview of the offerings for the IP Office communications platform e Compact Business Center e Compact Contact Center e MultiMedia Module for CCC New for Version 4 Compact Business Center IP Office Compact Business Center is an entry level management tool for small customer facing departments typically handling from 2 to 15 agents It provides graphs on real time and historical information up to 31 days for up to three groups as well
218. l territories Ground Start trunks are available as a stackable 16 port module See Section 2 for detail The first two trunks on the module are automatically switched to power fail socket in the event of power being interrupted They conform to ANSI T1 401 and TIA EIA 646 B standards PRI E1R2 The 1P400 Office PRI 30 E1R2 card is available in two versions supporting either RJ 45 or Co Ax network connections Each card provides 30 channels that can be configured for MFC Pulse or DTMF Dialing dependent on the requirements of the network IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 89 Product Description 11th May 2004 Issue 11b IP Office Product Description Traditional Private Voice Networking Private voice networks can be constructed utilizing structured leased line circuits E1 or T1 or alternatively by establishing permanently connected B channels between IP Office systems Each channel within the Primary Rate interface can provide a single voice or 64K 56K data call If leased line circuits are used within a private networking scenario these PRI interfaces are typically configured in software to employ QSig signaling QSig provides feature transparency between PBX s and is the favored signaling standard within multiple vendor and international voice networks The PRI module terminates a QSig connection with a 120 ohm RJ 45 interface QSig provides the following additional supplementary services across t
219. led to individualized attention no matter who they may encounter in your company MMM Server Side Components e Server iServer consists of two parts One is iService for Microsoft Transaction Server MTS and the other is a combination of different server components that run on the MTS e Email Email is responsible for forwarding incoming E mail messages to the E mail queue or to the agent Email also forwards Web Callback requests to the Web callback queue e Phone iPhone is a service that applies telephony rules Works with Server to route incoming calls to available Contact users e iChat iChat is a service that forwards chat requests to the chat queues It logs onto the chat server and creates the proper rooms based on the contents of the chat queues created by using the Resource Manager Depending on the browsed page the pop up chat will log onto a defined chat room iChat will detect the presence of the user in the chat room and log a chat request into the database e Resource Manager The Resource Manager administration module consists of components that enable you to add queues define interaction results and assign human resources to all from a single unified console Resource Manager has a user friendly Microsoft Explorer look and feel interface e Interaction Rules With the simplicity of an Outlook Wizard look and feel e Wizard The Interaction Rules Wizard defines the rules for incoming contact treatment for te
220. lephone E mail chat and Web callback contacts e g defines the route to the person s specified to answer the incoming contact e Note The CCC Reporting module performs all MultiMedia Module reporting activities IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 177 Product Description 11th May 2004 Issue 11b IP Office Product Description MMM Client Side Components iContact Converts the PC to an all in one communications and data tool and hence permits MMM users to prioritize and manage all interactions from one interface An agent can see queued Telephone calls E mail messages Web calls and Web Chats and can communicate with group members from one centralized view Resource Manager The Resource Manager administration module consists of components that enable you to add queues define interaction results and assign human resources to all from a single unified console Resource Manager has a user friendly Microsoft Explorer look and feel interface Interaction Rules With the simplicity of an Outlook Wizard look and feel the Interaction Rules Wizard defines the rules for incoming contact treatment for telephone E mail chat and Web callback contacts e g defines the route to the person s specified to answer the incoming contact Proactive List Manager The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns It provides the administra
221. les the operator to create and edit BLF groups e Door Entry This tab enables the operator to configure up to two door entries e Directories This tab enables the operator to configure access to the following directories SoftConsole local directory IP Office directory and Microsoft Outlook contacts Secondly the operator is able to configure which fields will be displayed for each individual directory entry IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 112 Product Description 11th May 2004 Issue 11b 9 The Applications e Conferencing This tab enables the operator to set up the names of the two conference rooms This name will appear on the telephone displays of users in the conference room maximum of 10 characters e Keyboard Mapping This tab enables the operator to assign short cut keys for SoftConsole functions e Keyboard Actions This tab enables the operator to specify the default action when alphabetic or numeric characters are entered e Alphabetic Keystrokes Begin directory search or Open call annotation window e Numeric Keystrokes Begin directory search or Open pop up dial pad e Appearance This tab enables the operator to change the appearance of SoftConsole fonts skins and the call information window color e Save This tab enables the operator to save the changes made to the configuration of SoftConsole either automatically or manually IP Office 2 1 Copyright 2004 Avaya Inc All rights
222. less Telephone Solution 81 Avaya IP Wireless Telephones 81 Avaya LAN 3 Avaya P130 73 Avaya Representative 1 174 197 212 Avaya Support 212 Avaya Voice Priority Processor 81 Avaya s Cajun 210 211 Avaya s TransTalk 9040 160 AWG22 219 AWG24 219 AWG26 219 AWTS Open Application Interface 81 B Back IP Office 70 Back 64 66 68 70 105 106 115 126 142 162 209 210 217 Back When Free 68 Backlit 162 BACP 103 Bandwidth Allocation Control Protocol 103 Bandwidth Do 210 Base Station 45 156 163 Base Unit 45 70 101 163 Base Unit Power Supply Adapter 163 Base T 97 Basic Rate 87 101 Battery Charging 163 Battery Low 45 163 Belt Clip 81 163 Belt pocket 162 Benefits system delivers 160 wireless handset delivers 163 Benefits 93 105 108 145 155 159 160 163 184 210 Benefits Do 210 BLF groups 108 BLF 108 154 BLF Panel 108 Blind Transfer called 65 Blind Transfer 65 Blue Pumpkin 181 Both Voicemail Lite 115 Bothway 104 Bps 210 BreezeNET Pro 11 Series 81 BRI 9 20 Broadcast IP 212 Broadcast 212 Building 155 Building Services Support 155 Bump Call 102 Business 61 91 107 108 115 142 145 155 167 184 188 201 IP Office 2 1 Product Description Business requiring 180 201 Business requiring 90 201 Business Solutions 188 Busy 143 Busy 64 65 66 67 68 69 71 72 94 102 108 132 142 143 144 154 159 175 179 184 Busy Extension 72 Busy Lamp Field 64 94 108
223. ll be updated with the current contents of the DBD 1 variable etc IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 122 Product Description 11th May 2004 Issue 11b 9 The Applications The information retrieved from a database can be assigned to any system or user defined variable and can be used at other points within a Callflow For example any information held within a system variable can be passed to an extension through the use of the Callflow action Assisted Transfer When an assisted transfer is completed any information assigned to the transfer will be passed to the extension and will be displayed on the telephones display Alternatively this information could be used by third party applications through the use of the TAPI interface for popping applications on a PC screen To further enhance the new database facilities two additional actions have been added to the Voicemail Pro GUI These actions are Alphanumeric Collection and a Speak Text action The Alphanumeric Collection action allows the system to collect characters as well as numbers through the telephone handset A user can select the character they require through multiple presses of a key on the keypad This is a similar operation to text entry on a mobile phone or the letter collection facility on Intuity Audix e g letter K is generated from pressing the 5 key twice As a key is pressed the system will read back the letter that is selecte
224. ll rights reserved Page 184 Product Description 11th May 2004 Issue 11b 10 The Contact Center Target Customers amp Markets Applications for CTI are quite broad however eight major types of organization can be identified as the key targets for sales of CTI solutions Telemarketing Centers These are call centers with many dedicated agents processing high volumes of calls each hour both inbound and outbound Sales Departments These are organizations with sales professionals such as computer software or insurance agencies Agents have a finite list of customers with whom they work to create and maintain one on one relationships Service Centers Helpdesks Almost all companies have some type of customer service or helpdesk department Some support external customers others have an internal hotline or helpdesk arrangement All are looking to improve their response time and overall quality of service Collection Agencies Debt Recovery These organizations consist of agents who spend many hours on the telephone Here saving even seconds from each call can increase both productivity and profits Additionally the application can provide comprehensive management reports Knowledge Workers These people like PC power users rely heavily on their PC for information access and processing capabilities General Office Workers This includes receptionists and secretaries who have phone monitoring and messaging responsibilities IP Offi
225. mation or to make announcements Phone Manger Pro Agent Enabled Provides agents with a PC CTI application where they can log in join groups and go into busy status when they are away from their desks for short periods Provides a lower cost of ownership as proprietary handsets are not required For IP users iPhone Manager Pro can be used in agent mode as well without the use of a handset Please refer to the applications section for more information on Phone Manager Pro PC Wallboards PC based wallboards allow individual agents to see their own individual statistics those for their group or for the whole contact center Agents can customize their view so that information is presented in the way most useful to them In additional supervisors can set particular messages to appear on PC Wallboards as a motivational or informational tool Please refer to the CCC System Administration manual for a complete list of variables available Additional Supervisor Positions As many as 5 supervisor positions can be purchased in total for CCC This provides a supervisor with the ability to monitor in real time the service being provided to callers Report Designer Provides supervisors with the ability to create their own customized reports on the contact center s activity Agent Rostering interface CCC works with a number of workforce rostering packages including Blue Pumpkin and Qmax This module enables the interoperability of these packages with
226. ment protection with downloadable firmware e Large screen 7 line x 29 character display e Twenty four call appearance feature buttons in 3 pages e Adjustable Desk Stand e Fully Global ready Icons IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 44 Product Description 11th May 2004 Issue 11b 4 Terminals 3810 Wireless Handset The 3810 supports the following features e 2 line 32 character Handset Liquid Crystal Display LCD e 4 displayed operation modes indicating Talk Ringer On Off Battery Low and Message Waiting e Single button access to fixed features Hold Transfer Conference and Redial e 4 programmable buttons to access features on the PBX e 10 channels supporting up to 10 simultaneous conversations e Headset jack e Ringer and Handset volume control e User selectable ring type e Vibrate alert e Base Unit and Charger Unit The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office minimum release 2 0 by connecting to a DS port It offers the mobility inherent in a wireless telephone plus access to a number of features and functionality of the connected communications system The Avaya 3810 wireless telephone uses 900 MHz digital technology allowing a maximum range of 160 feet from the base station A maximum of 10 Avaya 3810 wireless sets can be connected to the same PBX IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 45 Pro
227. ment should be read in conjunction with any issued technical bulletins and or product offer announcements IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 1 Product Description 11th May 2004 Issue 11b IP Office Product Description What s New in IP Office 2 1 For those already familiar with IP Office this page lists the new features introduced in IP Office 2 1 This is not a exhaustive list it covers just the major changes I P Office Core 2 1 Software e Validated software upgrade option allows remote upgrades e Full merge capability for all user and hunt group settings e P403 can now support all trunk types analog BRI PRI in both slots e Integral CSU on T1 trunk modules e T1 Trunk module for the Small Office Edition e Wizard enhancements including Moves Adds and Changes wizard e PIN account code restricted dialing based on number dialed e Paging to IP Phones e VPN support using IPSEC and L2TP e Support for 3810 wireless phone North America only e Fax over IP interworking with ACM Voicemail Pro 2 1 e Voicemail Pro Networked Messaging replaces VPIM e Fax tone detection at the mailbox with system and or personal fax number e CTI Call Data Tagging IP Office Conferencing Center e Allows password controlled users to book conferences through a browser interface Generated unique conference IDs and participant PIN numbers e Conference participants are notified by email or using
228. mote LAN Access 1 REP 175 Repeater Base Stations 156 Replaceable Antenna 162 Reply 126 Report Designer 175 Report Designer adds 175 Report Manager 172 175 Reporting Enhancements 175 Reporting 175 Required e g 212 Requiring 180 Display Telephones 201 Each Voice Call 210 Voicemail Pro 148 Requiring 148 201 210 Resource Manager 177 Rest World 147 Rest 97 147 Restricted allowed 104 Return 108 115 142 145 Return On Investment 145 RFA 201 RFC 211 RFC 2474 211 RFC1490 102 Ring Back Calls 66 Ringer On Off 45 163 RIP 106 RIP Il 106 RJ 45 89 Roamabout AP2000 81 ROI 145 Router 5 73 92 97 102 105 106 209 212 Router alleviates need 97 Router alleviates 97 Router firewall DHCP 5 Routing Information Protocol 106 Voicemail 126 Routing 70 106 126 RTCP 209 RTP 209 210 IP Office 2 1 Product Description RTP Voice Data Payload 210 Running Intuity TUI 116 Windows 2000 Server 154 Running 116 154 S S 177 Sales 64 69 70 142 143 155 Sales Departments 69 Sales pitch use 143 Sales pitch 143 Sales Teams 155 SAP 210 Save Profile 108 Scheduler 150 Screen Pop 144 188 SDK CD 217 Second 70 126 142 163 184 210 211 See 61 64 66 68 69 71 107 108 115 116 142 144 150 161 179 184 209 See CLIP 66 See conferencing 108 See Integrated 115 See IP Office 115 See Section 144 Segment Local Area Network 209 Segment 101 209 Segment try 209 Select 66 88 108 132 143
229. n to IP Office are clearly shown on your PC allowing you to have a good idea what the call s about before you take it Also shown is information on the actual number dialed this could be your own Direct Dial In DDI DID number or a specific department within your organization e g switchboard sales support or administration This feature allows you to answer accordingly and gives you the flexibility to participate in multiple groups particularly important for small businesses The same information is also displayed should a second call come in allowing you to easily switch between calls or allow the second call to go to voicemail You can choose to have the information pop up on your PC automatically as soon as a call comes in when you answer the call or it can be instigated manually via a click of your mouse Phone Manager s call history keeps a record of all your received outgoing and missed calls Double clicking on any item calls that number back to return a missed call or to redial a previously called or received number It even alerts you when you ve received a new voicemail and presents unread voicemails so they can be simply retrieved by a click of a button Phone Manager offers telephony buttons to activate standard functions such as Answer Transfer Hold Account codes and Conference so you do not need to remember any specific feature codes You can also elect to forward your calls and easily edit the forward destination using Phone
230. n to be heard but no message to be left The caller may press a key on the telephone at any time to be transferred to a pre determined number usually the receptionist or secretary When voicemail messages have been left the number of new messages waiting will be displayed on the Phone Manager application and or the telephone caller display panel if used Voicemail Lite can also periodically ring the extension to deliver any new messages When voicemail messages are left they are time amp date stamped and the caller s number recorded Once listened to old messages are deleted 24 hours after being left 31 days when running Intuity TUI Alternatively they may be saved permanently Voicemail can be collected remotely by dialing the Voicemail Lite server Using the security inherent in all IP Office systems if the number the user is dialing from is recognized home number or Mobile Cell Phone for example they will automatically receive their voicemail as if collecting it from their office extension This is especially useful when collecting your voicemail whilst on the move using your Mobile Cell Phone in hands free mode If the source number is not recognized users will be prompted for a mailbox number and a PIN code for that mailbox before they can collect voicemail Users have the ability to set and change their own PIN codes Where a voicemail needs to be copied to others Voicemail Lite provides many options e Voicemails can be simply forw
231. nano 88 Analog Trunks Loop Start Ground Start ii ES 89 PRI ELRZ aiara anan a A A dd 89 Traditional Private Voice Networking o ooonoocccccnnnnncnnoroconnnnononnnnonennnnnnnnnnnnnnnn rre rennnnennn nan rrrrnre nen nnrnrn nen enrnrnnnnns 90 Packet Based Voice Networking cE EEE UO rn nene rro rn nena nan nen nerenenrennnnas 91 Packet Based Voice NetWorking cc EE HI EE EO nine eeeees 91 VoIP over an Unstructured Private Circuit cc rere eran edad ne ren rn ren a rra 92 VoIP over a Managed Frame Relay Network 000 0 rn rra 92 VolPiover a Managed IP VPN do Eaa aT EEEO ATE NEERA 92 V lP across theLAN mirens odaran eraa ata 93 VolP across the Public Network eii 93 Supplementary services within IP N tWOFKS cn ner tree ee EEKEREN EEEE 94 Supplementary services within IP Networks ee eeee atte eae ai 94 Small Community NetWorkin gisas inasinta edt one a ea a a at ant deen TEA A a 94 Generic Networking Features 0 ttnt 1 tt StS n ANAE EANAN SAAAAEANENENENAAAEENENENEAEEEREEEEESEEERENEEEREEEEESES EEE 95 Least Cost Routing LER ii A stad aia slat aaa O beads a 95 Alternate C ll Routing ACR rares netiria EEA ELA E ANE AN EE E E EAA a at 95 EAST 96 8 LAN WAN Services siii a daadaa naida a diaaa 97 LAN WANUSOIVICOS E E E E E A AT 97 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page iii Product Description 11th May 2004 Issue 11b Table Of Contents Internet ACCESS a aia 98 Remote
232. native tariffs at off peak periods Switching to this fallback service can also be controlled manually by dialing a secure short code from a handset This can be particularly useful in allowing quick restoration of service in the event of an ISP failure Bump Call If a data call is using more than a single channel this facility allows the system to reallocate a line to a voice call when all other lines are busy If the data call is only using a single line the call cannot be bumped IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 102 Product Description 11th May 2004 Issue 11b 8 LAN WAN Services Password Authentication Protocol PAP PAP is a method of authenticating the remote end of a connection using unencrypted passwords Challenge Handshake Authentication Protocol CHAP Challenge Handshake Authentication Protocol allows an incoming data call to be authenticated using encrypted passwords The system also provides the option to periodically reaffirm the authenticity of the caller during the data call Data Header Compression IP Header Compression IPHC reduces the header size of the data packet to gain bandwidth efficiency over Wide Area Networks Data Compression IP Office supports both Microsoft Point to Point Compression and Stac Lemple Ziv to provide greater throughput on slow speed wide area network links Bandwidth Allocation Control Protocol BACP Bandwidth Allocation Control Protoco
233. nces e a Conferencing Center web client to complement an audio conference with a web interface The scheduler can be used independently of the web client Conferencing Center also interacts with SoftConsole and Phone Manager Conferencing Center Scheduler The Web Scheduler allows registered users to create and book conferences online using a web client interface The Scheduler offers secure conferencing while being very easy to set up Users simply enter the date time duration and the number of participants required The conference is then created if the resources are available for that specific time Once reserved the conference resources are allocated to that conference call for the specified number of participants at the selected date and time Additionally Music On Hold if available on the system can be played while waiting for a conference to start ee ee Coe AAA Create New Conference Pending Conferences m Progress Conferences View Conference R sowrees Create New Conference fSales Meeting om porem Stai Timo HH fic 30 Duration Wins 30 e Participart Count 10 8 Music On Hold Y 5 Mins Duration coreano amenas Access to the Web Scheduler requires a user to be set up by the administrator and have Internet Explorer 6 0 or above installed on their PC No other software is required The System Administrator can set up an unlimited number of registered users on the Conferencing
234. ncing Center toolbar 142 Conferencing Center Web 150 154 Conferencing Center Web Client launch 154 Conferencing Center Web Client 150 154 Conferencing Center Web Scheduler 150 Conferencing Center Web Scheduler offers 150 Configurations 19 72 88 101 104 189 197 201 212 Configuring Least Cost Route 71 95 Configuring 71 95 Confirm 150 Conform Signaling 87 Conform 87 Connected Line Identification Restriction 87 Connecting 3 5mm Audio 70 IP Office 5 IP Offices 94 Connecting 5 70 94 Connection oriented 5 92 Contact Centers 67 107 143 167 175 176 179 Contact Management 143 144 Contactable 155 Contains 108 163 209 217 Control relay switches 68 voicemails 115 Control 2 45 64 68 69 71 73 80 101 102 104 114 115 142 143 144 147 156 160 163 184 187 Control forwarding 64 Control Unit 147 219 Control Unit Conference Capabilities 147 IP Office 2 1 Product Description Converged Voice Communications Solution 3 Conversationsover 147 209 211 212 Copy 116 212 Cordless 155 156 159 Cost 71 72 92 95 102 105 145 175 209 CPE 102 CRC 87 Create 64 66 72 73 105 108 150 154 175 177 188 Create Speed Dials system 72 Create Speed Dials 72 CRM 107 Crystal 2 Crystal Reporting ease 2 Crystal Reporting 2 CSU 2 CTI 2 159 188 CTI DECT license Features available through 159 CTI DECT license 159 CU 156 Custom 175 Custom Reports 175 Customer Rela
235. nd 4 data channels 1P403 Office Supports 3 Expansion Modules providing a combination of up to 100 analog and digital extensions with capacity for 8 analog trunks or 2 digital trunk 48 T1 channels or 60 El channels Additional analog trunks can be provisioned using the 1P400 Analog trunk 16 module Features include 20 optional voice compression channels 8 Digital Terminal Station ports 2 Analog Telephone ports 8 dual speed LAN hub ports and 18 data channels Data channels are used for Routing RAS and Voicemail applications 1P406 Office Supports 6 Expansion Modules providing a combination of up to 180 analog and digital extensions with capacity for 8 analog trunks or 2 digital trunk 48 T1 channels or 60 El channels Additional analog trunks can be provisioned using the 1P400 Analog trunk 16 module Features include 20 optional voice compression channels 8 dual speed LAN hub ports and 24 data channels Data channels are used for Routing RAS and Voicemail applications 1P412 Office Supports 12 Expansion Modules providing a combination of up to 360 analog and digital extensions with capacity for 8 analog trunks or 4 digital trunk 96 T1 channels or 120 E1 channels Additional analog trunks can be provisioned using the 1P400 Analog trunk 16 module Features include 60 optional voice compression channels 2 independently Switched LAN ports and 100 data channels Data channels are used for Routing RAS and Voicemail applications All I
236. ndwidth on demand that allows the negotiation of extra bandwidth dynamically over time IP Office initiates extra calls between sites only when there is data to be sent or sufficient data to warrant additional channels It then drops the extra channels when they are no longer needed The calls are made automatically without the users being aware of when calls begin or end The rules for making calls how long to keep calls up etc are configurable within IP Office It is possible to have several different routing destinations or paths active at any time linking the office to other offices and the Internet simultaneously IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 100 Product Description 11th May 2004 Issue 11b 8 LAN WAN Services Data Networking Features Integral 10 100 Hub e 401 403 amp 406 Only Each IP Office with the exception of the 1P412 Office is equipped with an integral 10 100 Auto sensing hub The 1P403 Office and 1P406 Office offer 8 hub ports and the P401 Compact Office offers either 4 or 8 dependent on the version If more than eight computers and servers need to be supported the IP office can be connected to any commercially available external hub or switch All hub ports on the IP Office are connected onto the same LAN segment regardless of their operational speed 10 100 This allows all devices PCs and Servers to communicate with each other without the need for any configuration
237. nels conversations cannot be monitored IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 162 Product Description 11th May 2004 Issue 11b 9 The Applications Avaya 3810 Avaya 3810 Avaya s 3810 wireless handset delivers the benefits and accessibility of a wireless phone with all the power and functionality of a wired desk telephone The Avaya 3810 is an in building wireless system that provides a mobility solution up to a 160 feet range from the Digital Base Module depending on environment The peak power for this unit is 60MW for transmissions Avaya s 3810 solution integrates fully with IP Office The base station connects directly to the Digital Station port on IP Office users have the same call handling flexibility and control that they have with their desk telephones combined with the mobility of a wireless system A built in headset connection for true hands free mobility and increased productivity is included with all Avaya 3810 handsets With the system s 2 line display capability users can set priorities and handle calls more effectively helping to improve productivity and customer service Caller ID and message waiting notification are readily available so that employees will be accessible anytime anywhere The Avaya 3810 uses the 902 to 928 MHz ISM Industrial Scientific and Medical band Unlike some other in building wireless systems there are no airtime charges and no license is required This hand
238. ng of individual entries and validity checks the configuration before saving to a system or as a configuration file on a PC hard drive The wizard will automatically suggest corrections to any errors found All IP Office configurations from version 1 4 can utilize the error checking capabilities of the Wizard to review existing configurations that may contain errors even if the configuration was not created using the Wizard E 4WM Management Wizard Y Configuration 3 3 System Daughter Cards IP Addresses t gt 7 e 403 DS y Slot A 2 Licences l ARARARAR ET Card y 2 Applications Dial Plan seen A D530 y Slot B uaa aa j Uy Packers a om A El Card 42 Speed Dials nn Phone16 y ymi Account Codes 2 mannan ARMAR 10 3 Short Codes ce Users 3 None y YCM 2 None QQ Lines v UN Routns IV Modem 2 WANS Module IPAddress 1 IPAddress 2 hen you are configuring a new system select the Control Unit Daughter cards and Expansion modules The wizard also provides the ability to design user templates complete with button programming that can be subsequently applied across a range of extensions Each new template can be saved to build up a library of templates for future configurations The Wizard has three versions IP Office Small Office Edition Wizard IP Office Installation and Maintenance Wizard and Modifications Wizard for Users and Hunt Groups The IP
239. nt Operation Advanced Call Flow cccccccssseceeceuseeeeeesseceeeeseeseeeeseeeeeeeaeaeseeesaaeseeesuaereeesaaaenes 179 CampalqhMan Iaido 180 RECOFrdING DOIVIEOS cmd A A Ed bi 181 IP Office Managerni a a a a tens gue aan ec ed L EA A te Seance ae oes 181 Workforce Management Interface oocnonnonononioccncnnononnnnononcnnnno re rn rr nn nr arre ner rn rr nrn rara rn nes 181 Compact Business Contact Center Modules SUMMAL 0 cece eerie eee 181 Technical Description Configuration ES 182 Compact B si ess Center asian ta da eli a apelin asennad 182 Customer Contact Center cc iieii id daa 183 Computer Telephony Integration uc A aaa da eae 184 Computer Telephony Integration 0 ere nen nn nene rrnrnnnnrnnnnrnnarerenrnerenernenens 184 The Benevits OF CTI Tiie ea deees diia 184 Target Customers amp Markets ui AE dries 185 Computer Telephony Integration ea 186 TAPILink Lite 1st Party TAPI SUPPO crinii niania a a a tia 187 TAPILink Pro 3rd Party TAP Support oocociciccccnnnccncococoncnnnnononinnnnnnnononnnnnnnnnrnncnnnnnnnnnnnnrrnnnnrrnnrnnrrrrnncacanins 187 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page v Product Description 11th May 2004 Issue 11b Table Of Contents Support tor Developers nada 188 Microsoft CRM Integration iia aa 188 11 Common Management Utilities occcoconnconnnnnnnnnccnnnccnnnnnnnnnnccnnnncnnnnrrnnnn nena nnnnnarennnrrnnanass 189 Introduction to IP Office Management Utiliti
240. ntacted instantly to ensure fast accurate decision making and immediate response to problems The risk of endless telephone tag and missed inaccurate or old messages is negated Almost all organizational activities and staff functions can benefit from cordless communication but those that will benefit most include e Organizational Activities Manufacturing and Production Warehousing Healthcare Retail Hotels and Hospitality Support Services Management e Staff Functions IP Office 2 1 Maintenance Personnel Production and Warehouse Supervisors IT Support and Building Services Support Key Managers Security Guest Phones Sales Teams Copyright 2004 Avaya Inc All rights reserved Product Description Page 155 11th May 2004 Issue 11b IP Office Product Description IP Office DECT IP Office DECT Based on the Digital Enhanced Cordless Telecommunications DECT standard IP Office s cordless system supports the Generic Access Profile GAP standard designed to allow interoperability of handsets supplied by various suppliers Delivering on site mobility for staff on the move IP Office s DECT is a digital solution designed to integrate with 1P400 Office to provide roaming extensions on both IP Office and alternative vendors PBXs There are two DECT options on IP Office the Compact DECT Control Unit and the larger external DECT Control Unit Compact DECT Control Unit The Compact DECT Control Uni
241. o Cause LDAP PPP R2 System T VPN WAN 2207128 craneo DTE FrameRelay GOD H 323 Interface IP Routing ISDN CHSeCUE Eyents Packets Line t Senan JEN Tea Loto Timed 3 270714us co can IS IV Extension Send Basic colors 2707155 PRN CHI i IV Extension Receive E ma i fa 27071505 PRN CHU 271200m8 PRN Thy f Extension J Extension TxC E TTE A 271713m8 PRN Th S Tl Extension Cut I Extension Rx E E El E E fe mi a 272118m8 CMExtnR CMRel o J Extension TxP Line t 272119mS PRN CHO E m Pa ER mu E ma FT Map J Extension RxP 27Z119mS PRN CMC a E E E o B 272Z119ms PRN cmi MonCM I Line Send 272120m8 CALL Zot M onl 272120m8 PRN CM B T Line Receive Custom colors 272121a5 cuexent o OIGO I Short Code Msgs EERE ee ee ar Line t EEE eee a Port Number BChan UUI ty fo Define Custom Colors gt gt Cause Tinga Cancel 272121mS CD CALI Trace Colour i 272122mS CMExtnT CMRele Line t DefaultAll Settings Tab Clear AI Tab Set All ox Cancel a ok IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 194 Product Description 11th May 2004 Issue 11b 11 Common Management Utilities Simple Network Management Protocol SNMP SNMP is a industry standard designed to allow the management of data equipment from different vendors using a single application known as a Network Manag
242. o support a further 90 Analog or Digital Handsets AVAYA 1P403 Office UPLINK POT ro Pe Reser Ieee pares ENAU pri POEN ASRA i NOTRE EE hes TETEN EART PRAS EAG NEAT MAA O A ee A 8 x Digital Station DS 2x Analog Extension 8 x LAN Hub Ports LAN Uplink or Digital Terminal DT Ports POT Cascade Switch Extension Ports for LAN port 8 Front Panel DTE Port WAN Port Expansion Ports 1 3 DC Power I P Socket Audio I P Socket A External O P Socket Slots 4 and B can contain any combination of Analog BRI and or PRI trunk cards except Dual PRI Slot B must be used first ANALOG TRUNK BRI PRI 1 2 3 4 loz Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 24 Product Description 11th May 2004 Issue 11b 3 Platform Overview 1P406 Office The 1P406 Office differs from the 1P403 Office in that it supports six Expansion Modules but excludes the integral Digital extension and Analog extension ports The IP406 Office base unit is 19 rack mountable and supports as standard e Eight 10 100 Mbps LAN Hub ports e DTE Port e X 21 V35 WAN interface e Support for 6 Expansion Modules e Two relay switch port for door entry systems Ext O P socket e Audio port for external music on hold source e 24 Data channels Note A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example four people surfing the Intern
243. ocol SNMP e Hearing Aid Compatible e Microsoft NetMeeting Compatible e P Address Assignment DHCP Client or Statically Configured e Downloadable firmware for future upgrades e Wall Mountable with included desk wall mount stand e Avaya Grey Color for all markets IP Office also supports the 4602SW which includes all of the above features plus an integrated Ethernet switch for PC connection e Integrated Full Duplex 10 100 BaseT Ethernet Switched ports for connection of PC e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 50 Product Description 11th May 2004 Issue 11b 4 Terminals 4606 IP Hardphone The 4606 supports the following features IP Office 2 1 6 Programmable Feature Buttons With LED 5 Fixed Feature Keys Speaker Mute Hold Volume Up amp Down 3 Fixed Feature Keys Below The Display Conference Transfer Redial 2 X 16 Character Display Message Waiting Indicator Full Duplex Speakerphone With Echo Cancellation G 711 G 722 G 723 1a G 729a B Voice CODECs QoS Options Of UDP Port Selection DiffServ And 802 1p B 10 100 BaseT Ethernet Connection Optional Integrated Ethernet Repeater Hub for Connecting PC To Phone Hearing Aid Compatible Microsoft NetMeeting Compatible IP Address Assignment DHCP Client Or Statically Configured
244. oduct Description Importing System Settings The wizards allow items that have been created in Word or Excel CSV file to be imported into the configuration The end user can complete customer specific information and the files can be uploaded into the IP Office quickly and check for errors Other files such as license keys can also be loaded directly into the IP Office These options reduce the need for post installation modifications such as spelling mistakes in names and reduce the time required to configure the IP Office The following files can be created and loaded directly into IP Office Wizards License Key Files Users Name Extension number and Group Membership Hunt Groups Names Number and Hunting Type System Speed Dial Feature code templates to allow mimicry of other systems Account Codes Dial plan for those cases where there are non continuous ranges for users and Hunt Groups CSV File Format The file formats are all comma separate with no text delimiters and no header System Speed Dial CSV File Column 1 Speed Dial Name Column 2 Speed Dial Number Column 3 Telephone Number Short Codes CSV File Column 1 Code Column 2 Telephone Number Column 3 Feature Name Users CSV File Column 1 Full Name Column 2 Extension Number Column 3 Template Name Columns 4 to 9 Hunt Group Extension Number Hunt Groups CSV File Column 1 Hunt Group Name Column 2 Extension Number Column 3 Group Type Account Codes CSV Fil
245. oduct Description 11th May 2004 Issue 11b IP Office Product Description Phone Manager Phone Manager The Phone Manager application offers control of the telephone terminal from the users PC Phone Manager is available in three versions Phone Manager Lite Phone Manager Pro and iPhone Manager Pro Julie Slaughter Bob Jones Charles Broad Julie Slaughter Mathew Godwood For Phone Manager Lite and Phone Manager Pro this is similar to the PC based IP Soft phone except that the conversation actually takes place via a standard telephone terminal rather than the PC s soundcard The IP Soft Phone variant adds PC based telephony via a sound card to the product See Section 6 IP Telephony for details IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 138 Product Description 11th May 2004 Issue 11b 9 The Applications Phone Manager Lite Phone Manager Lite allows all employees to access the features and facilities only previously available to those working in call centers or those companies deploying expensive proprietary feature phones on every desktop Using an analog telephone a digital terminal or an IP hardphone along with a networked PC on your desk Phone Manager allows employees to take total control of their phone calls from their PC Libby Franks John Smith CLI ANI is presented as standard so you can see who s calling you before you even answer The caller s phone number and name if know
246. of 6 sirmultaneous cals Twisted Par Cable IP Office Compact DECT integration to IP Office IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 156 Product Description 11th May 2004 Issue 11b 9 The Applications Extending Compact DECT Coverage The coverage offered by the Compact DECT CU can be supplemented by up to 6 DECT Repeater Base Stations The Repeater Base Station is able to offer an extension to the area serviced by IP Office s DECT system in a simple and cost effective manner without the need to lay more cables Both Compact DECT CU and Repeater Base Station designs are very compact and may be installed out of sight within false ceilings Local power is required for the Repeater Base Stations As with the standard DECT Base Station the Repeater Base Station offers seamless handover and roaming enabling users to move freely between cells during calls over an extended area Each Repeater Base Station has a capacity of two simultaneous calls while the main Central Compact Base Station supports 6 simultaneous calls d ae A a Extemal XX y Ms Antenna A i B lt p to 1Km line of sight El j hu A PES f L y Base Station _ 4 E L s gt a Compact DECT control Unit and Repeater Base Stations IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 157 Product Description 11th May 2004 Issue 11b IP Office Product Description DECT Control Unit The compact DECT s
247. of IP Office can convert that numeric display in to the company name associated with that number Feature activation by analog terminals is via short codes IP Office is pre programmed with a default set of short codes but these can be changed to mimic a legacy telephone system as required IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 60 Product Description 11th May 2004 Issue 11b 5 Telephony Functions amp Call Handling Telephony Functions amp Call Handling For most businesses the telephone remains the prime means of contact with customers prospects suppliers and colleagues alike IP Office provides a comprehensive telephony feature set to enable a fast courteous and efficient response to a telephone call which can make the difference between winning and losing business Features such as CLI ANI display and alpha tagging allow employees to see who is calling and why before they pick the handset up Client information can even be popped up on the user s PC For those who are not tied to a desk Wireless handsets offer mobility around the office For those out of the office be it on the road or working from home comprehensive and easy to use call forwarding and following facilities and remote access server software allow them to remain in telephone contact and access centralized resources at all times Incoming calls can be efficiently handled using either Direct Dialing DDI DID or dedicated operators
248. of IP addresses for users on the Local Area Network When a user powers up their PC the system will allocate them an IP address for the duration of their session The DHCP server also provides the user s PC with the address of the Domain Name Service DNS server and the Windows Name Service WINS server Alternatively for customers who have a separate DHCP Server P Office can be configured to obtain its address from that server or be set with its own dedicated static address The IP Office Small Office Edition the 1P412 Office have two independently controlled DHCP servers one dedicated to each of the Layer 3 switched LANs Leased Line Support All platforms are capable of connecting to leased line services Six physical types of Leased Line are supported X 21 V 35 and V 24 via the WAN port or E1 T1 and Basic Rate via the trunk interfaces on the base unit The X 21 V35 and V24 are externally clocked and can operate at any speed up to and including 2M E1 T1 trunks can be configured to operate in a fractional mode for point to multi point applications i e a single 2M interface could be treated as 3 x 512K and 8 x 64K going to 11 different locations When using T1 as a Leased Line it is possible to use the same circuit for switched circuit services Not all types of leased line are available in all territories check for availability IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 101 Product Description 11th May
249. oice networks can be constructed making use of available unstructured data circuits X 21 V 35 at speeds of up to 2 Mbps These data circuits are accessed via IP Offices equipped with an optional Voice Compression Module VCM providing from 2 to 60 VoIP calls see VCM This approach can realize significant savings by allowing compressed VoIP calls to be interleaved with data on any leased circuit with spare bandwidth Where multiple sites exist the addition of the IP400 Office WAN3 Module allows larger networks to be designed Two Modules can be supported on a single system providing a total of 7 leased lines Vol P over a Managed Frame Relay Network Frame Relay is a high speed packet switching WAN protocol that enables the interconnection of geographically dispersed LANs Frame relay is usually offered as a service by a public network provider However some private organizations can also own and manage their own Frame Relay networks Frame Relay is a connection oriented protocol which means that it relies on an existing end to end path between devices connected across the network It implements these connections using Permanent Virtual Circuits PVCs Like a leased circuit a PVC is a logical path that connects two devices This path between the source and destination point is a dedicated connection so the PVC is always available to the connected devices However unlike a leased circuit many PVCs can coexist on a single access beare
250. olution provides smaller businesses with a highly functional entry level cordless solution However there are many organizations with requirements for larger and more scalable solutions The DECT Control Unit DCU is a wall mounted central equipment unit providing interfaces for a maximum of 128 handsets and 32 base stations meeting the requirements of larger customers The DCU is mains powered and is always supplied pre configured with a power supply unit and intelligent motherboard The DCU motherboard contains the central processor function and provides interfaces for the connection of 8 DECT Base Stations DBS as standard but can be extended see below for details The installation of a maximum of 8 DECT Analogue Boards DAB s and a single Expansion Board DEB supporting a further 8 DECT Base Stations DBS s is provided by the DCU motherboard To support 128 cordless handsets and 32 base stations two DCU s are linked using two Link Cards Each cordless handset that is to be registered for use on the system requires a two wire analogue connection through the host communications platform e DECT Analogue Board DAB The DAB boards contain 8 circuits for connection to two wire ports on the host communications platform These support MF or pulse dialing and Time Break Recall hook flash e DECT Expansion Board DEB The DEB is an optional board fitted within the DCU providing support for a further 8 DECT Base Stations DBS per cabinet increa
251. on numbers could be listed allowing the caller to directly access the person they want For larger companies it could be department number listed first followed by the list of employee extensions within the department The latter two examples are ideal where company telephone operation has changed from a central operator only based system to Direct Dialing In DDI DID allowing callers to learn the required extension number from the prompting of Voicemail Pro and then in future dial the extension number directly Auto Attendant operation is also ideal where multiple languages are required for example Dial 1 for English 2 for German 3 for French M okemalProChem Intuity Pla Ect Actors Adrarastraton Help AR BAS A CAH A REP A SD Szacto Sist Port Groupa TA Stot Codes SD Daaa Stat Poris Modules gt Auto Alinndant Extrenal Auto Attendant created using VoiceMail Pro Manager IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 120 Product Description 11th May 2004 Issue 11b 9 The Applications Accessing Database Information within Call Flows IVR The Voicemail Pro Manager provides the ability to construct powerful interactive systems based upon DTMF telephone key entry This is achieved by using the flexibility provided from the built in call flow actions As a caller passes through any part of a defined call flow the system is capable of interacting with most third party datab
252. oncept of modules Modules allow you to create sequences of actions that you want to share between a number of different call routing scenarios These modules can be used to create a library of vertical voicemail applications or just easy dissemination to other IP Office voicemail sites thanks to its import and export functionality Voicemail Pro can also trigger external actions such as activating the external relays on the IP Office For example remotely checking the status of the office heating and then turning it on from your Mobile Cell Phone on your drive in to work Voicemail Pro provides the ability to allow a caller to select the language in which they require the system to respond in Finally a Speaking Clock that takes its time from the Voicemail server is built into Voicemail Pro to minimize call charges IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 117 Product Description 11th May 2004 Issue 11b IP Office Product Description In summary Voicemail Pro adds Voicemail Pro Manager graphical user interface Customizable voicemail services for individual business requirements Personal Numbering Audiotex and Auto Attendant services including dial by name Sophisticated Queue Announcement facilities Conditions e g test if out of hours Automatic and On Demand Call Recording Voice Forms Questionnaire Mailboxes Campaign Manager Networked Messaging support for inter working with other A
253. ond the reach of hackers while configurable service quotas can be set against the service to ensure that it is not abused Service Quotas place a time limit on outgoing calls to a particular IP Service This avoids excessive call charges either because of user abuse e g excessive surfing or when something changes on your network and call frequency increases unintentionally Each service can be configured with an alternative fall back service For example you may wish to connect to your ISP during working hours and at other times take advantage of varying call charges from an alternative ISP You could therefore set up one service to connect during peak times and another to act as fallback during the cheaper period Firewall NAT DNS Server Services Quotas Internet Access IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 98 Product Description 11th May 2004 Issue 11b 8 LAN WAN Services Remote Access Features IP Office s integral firewall service quotas and timebands all apply to remote access calls Remote access security is supplemented by CHAP encrypted passwords to verify the end users preferred or PAP which does not support encryption Timebands can control the hours within which the remote access service is available A trusted location can be set These are locations that the System will allow either data access e g a user dialing in from home or access to voicemail without a voicemail cod
254. onference parties is reduced 4 The 1P412 supports two 64 party conference banks When a new conference is started the bank with the most free capacity is used for that conference However once a conference is started on one conference bank that conference cannot use any free capacity from the other conference bank i e no more than 64 parties in any one conference IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 147 Product Description 11th May 2004 Issue 11b IP Office Product Description Voicemail Pro Requirements if PI N codes or guidance are required Dial in prompts and PIN codes for security were added with Voicemail Pro Release 1 3 This facility simply requires the Voicemail Pro system license offering simultaneous access to 4 people i e 4 participants can type in the PIN or access a menu at the same time Once they are on the conference bridge Voicemail Pro ports are free for other users If additional simultaneous accesses are required further Voicemail Pro ports licenses in steps of 2 port increments can be added up to 10 ports on IP Office Small Office Edition and the 1P403 20 ports on the 1P406 and 30 ports on the 1P412 If not already available a PC will be required on which to install Voicemail Pro software no voice cards required This PC is connected to IP Office via the Local Area Network LAN Please refer to the Voicemail Pro section for the minimum PC specification IP Office 2 1
255. onfiguring 71 95 Least Cost Route 71 72 95 Least Cost Routing 95 Length 70 97 108 184 219 Levels 70 72 92 93 107 184 License Key types 201 icense Key 80 174 201 icense Keys 201 ightweight Directory ccess Protocol 66 imit 19 73 102 105 45 181 211 imited budget 145 ine Identification resentation Calling 87 ine Identification resentation 87 ine Identification estriction Calling 87 ine Identification estriction 87 ineAddToConference 215 ineAnswer 215 inear 69 ineBlindtransfer 215 ineClose 215 ineCompleteTransfer 215 ineConfigDialog 215 ineDeallocateCall 215 ineDial 215 ineDrop 215 ineGetAddressCaps 215 ineGetAddressID 215 ineGetAddressStatus 215 ineGetAppPriority 215 ineGetCalll nfo 215 ineGetCallStatus 215 ineGetDevCaps 215 ineGetID 215 ineHandoff 215 ineHold 215 inelnitialiseEx 215 ineMakeCall 215 ineNegotiateTAPI Version 15 ineOpen 215 inePark 215 ineRedirect 215 ineRemoveFromConferen e215 ines ISP 20 ines 20 69 70 71 72 7 92 97 102 147 162 84 201 ines intercoms feature 62 ineSetAppPriority 215 ineSetAppSpecific 215 ineSetCallPrivilege 215 ineSetStatusMessages 15 ineSetupTransfer 215 ineShutdown 215 ineSwapHold 215 ineUnhold 215 ineUnpark 215 ink 94 97 103 105 56 209 210 211 ink Control Protocol 103 isten 150 IP Office 2 1 Product Description rr ee a Fe prev Dre Wes O
256. oolset including real time agent system group management standard and custom reporting real time tracking and analysis options for agent connection and remote agent support wallboards for installations of up to 75 agents e Queue Manager and Campaign Manager Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service Management Tools The full IP Office solution phone system router firewall DHCP server Voice Mail and other applications are easily managed through the IP Office Manager 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 An IP Office Wizard can also be used to configure systems and to manage user adds moves and changes IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 5 Product Description 11th May 2004 Issue 11b IP Office Product Description Scalable Platform The all in one IP Office Family servers media modules and cards for connectivity and preloaded applications give small and mid size enterprises the options they want to meet today s communications needs and plans for the future IP Office Small Office Edition The IP Office Small Office
257. orkstation SP6 e Windows 98 e PC Specification e Pentium III 500MHz or higher e 1 GByte hard disk e Minimum 128 Mbytes of RAM IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 183 Product Description 11th May 2004 Issue 11b IP Office Product Description Computer Telephony ntegration Computer Telephony I ntegration Computer Telephony Integration CTI is about bridging the gap between the telephone system and business applications On IP Office this is achieved by use of the IP Office CTI Link a CTI middleware product and Software Developers Kit On IP Office CTI is delivered through adherence to open standards This gives customers access to a wide range of third party solutions addressing vertical markets and designed to meet their requirements For developers migrating their offering from other platforms to IP Office is quick and easy and the advanced CTI features IP Office offers makes it easy to demonstrate full integration and more business benefits IP Office provides two levels of CTI interoperability CTI Link Lite which is free of charge provides all the functionality required to support the vast majority of applications including screen popping and many third party products CTI Link Pro provides enhanced functionality including the ability to control more than one telephony device and also provides advanced call center operation Because the network is integrated into the fa
258. orm which provides free of charge applications including Phone Manager Lite Voicemail Lite and CTI interfaces details are given within the price list These free of charge applications can be upgraded to provide enhanced functionality All chargeable applications are enabled by the use of a license key For these applications to work a PC running Microsoft Windows 98 Windows NT Windows 2000 or XP must also be provided and must be connected to the same LAN as the IP Office switch This PC must run the IP Office License Service and should be permanently switched on and connected to the LAN Licensing is achieved by the use of a feature key dongle which plugs into the PC s parallel port USB port or to the serial port of the Small Office Edition control unit This feature key contains a serial number which is used to validate licenses The Feature Key serial number must be provided with any order for charged applications All license keys are stored on the IP Office switch This means that if the hardware fails a rare event full functionality can quickly be restored by installing a replacement system unit and restoring the previous configuration significantly increasing the resilience of the system The license keys are periodically validated against the License Service If the PC is not running or the Feature Key dongle is unplugged or otherwise unavailable then the licenses will be invalidated and therefore the applications wil
259. ort 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a T1 card giving 24 lines 1P400 Office PRI T1 Expandable by 12 Expansion Modules e 1P412 Office PRI 48 T1 700184757 1P412 Office supporting 2 port Ethernet switch DTE port 1 x X 21 V35 WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a dual T1 card giving 48 lines 1P400 Office Dual PRI T1 Expandable by 12 Expansion Modules 1P401 Compact Office Upgrades e 1P401 Compact Office WAN Expansion 700185093 1P401 Compact Office WAN Expansion is an internally fitted card for the 1P401 Compact Office providing a single X 21 V 35 WAN port e 1P401 Compact Office Memory Expansion 700198351 1P401 Compact Office Memory Expansion is a plug in SIM required for the embedded voicemail option Not required for the external Voicemail Lite e 1P401 Compact Office Expansion Digital Terminal 2 700185085 1P401 Compact Office Expansion Digital Terminal 2 is a kit for converting an P401 Compact Office DT2 into an 1P401 compact Office DT4 IP Office Expansion Modules e 1P400 Office Phone Module 8 700184773 Adds an additional 8 Plain Ordinary Telephone ports to the 1P403 1P406 and 1P412 e 1P400 Office Phone Module 16 700184781 Adds an additional 16 Plain Ordinary Telephone ports to the 1P403 1P406 and 1P412 e 1P400 Office Phone Module 30 700184799
260. ort 19 97 Played Out 71 Queue 72 Played 69 71 72 116 126 132 143 150 179 Point multipoint 87 Point 64 87 92 101 103 104 184 188 Point Compression Microsoft Point 103 Point Compression 103 Point to Point 87 97 102 Point to Point Protocol uses 97 Point to Point Protocol 97 102 Post Connect 144 POT s 70 219 Power Consumption 219 Power Supply 219 Power Supply Units 219 PPP 97 102 106 Present 64 65 69 70 72 87 126 142 159 210 PRI 2 89 PRI E1R2 89 Primary 87 88 95 155 Primary Rate 87 88 Primary Rate Trunks 88 Printers 175 Prioritization voicepackets 211 Prioritization 209 211 Priority 50 70 74 160 163 217 Private 87 92 143 Private Voice Networks 87 Pro 73 80 115 144 179 201 Pro offers 80 Product Documentation 163 Production 155 Productivity 143 145 160 163 Professional 108 Professionalism improves 184 Profile 71 72 95 102 105 108 Profiles set 102 Program 69 188 Prompted PIN 115 Prompted 103 115 116 148 Prompts depending user s 115 Prompts depending 115 Protocol 50 74 92 102 104 105 106 209 Protocol passing 104 Protocols including 104 Index Provide alternate 97 Provide guarantees 210 Provide My Wide Get From Using IP Office 210 Provide My Wide 210 Provide roaming 156 Provides 10 116 100 73 Provides 19 50 61 67 68 70 71 73 74 80 87 88 89 94 97 101 102 103 104 105 106 108 115 116 126 145 147 156 1
261. ot use data channels Optional internal upgrades allow for the support of 2 x V 90 modem calls and two 5 10 20 or 30 channel Voice Compression Modules VCM Fitted with two 30 channel voice compression modules 60 simultaneous voice over IP sessions can be supported These can be used for either providing networking between sites over a wide area network or supporting IP Telephones and Soft phones An IP extension only uses the compression module whilst on a call to a non IP extension line Hence it is possible to support more extensions than the capacity of the VCM s 1P412 Office can be expanded by 12 Expansion Modules however this is restricted to a maximum capacity of 360 Analog or Digital terminals The 1P412 Office is available pre configured with a single or dual PRI E1 T1 and a spare slot for an optional Quad Analog Trunk Quad Basic Rate PRI or Dual PRI E1 T1 AVAYA 1P412 Office Expansion Port WAN Port Trunk Port LAN Ports Status LEDs Status LED Status LEDs Front Panel DC Powerl P Socket DTE Port WAN Port Expansion Ports 1 12 t 5 2 Extemal O P Socket Slots 4 and B can contain any combination of Audio IP Socket Analog BRI and or PRI trunk cards Slot B must be used first _ e ANALOGTRUNK sa Y 2 m 9 12 3 4 1 2 3 4 vee Cri Cer Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 26 Product Description 11th May 2004 Issue 11b 3 Platform Overview
262. ound card speakers and microphone Calls can be made between PCs or to standard analog or digital telephones Please note that at this point in time we do not consider NetMeeting to offer a Toll Quality voice service The addition of the IP Telephony Extensions to the H 323 Gateway protocol allows physical H 323compliant IP Hardphones and PC based IP Softphone applications to make and receive phone calls H 450 VoIP Supplementary Services H 450 provides extended features within H 323 based VoIP networks similar in concept to QSig within ISDN HTML Hyper Text Markup Language the authoring language used to create hypertext documents for the World Wide Web HTTP Hyper Text Transfer Protocol the application protocol for moving hypertext files across the Internet The protocol requires an HTTP client program on one end of a connection and an HTTP server program on the other iChat iChat is a service that forwards chat requests to the chat queues iContact converts the PC to an all in one communications and data tool by allowing enterprise knowledge workers to prioritize and manage all interactions from one interface An agent can see queued Telephone calls Emails Web calls chats and can communicate with group members from one centralized view ICLID Incoming Caller ID See CLI iEmail iEmail is a service that is responsible for forwarding incoming E mail messages to the E mail queue or to the agent iEmail also forwards web callback
263. p must include a headset microphone connected to the laptop s soundcard or USB port iPhone Manager Pro used as a wireless dekset provides a phone within their laptop with all the features available as in the office Notes e iPhone Manager Pro requires on a multi media Laptop running Windows 2000 and Windows XP operating systems with speakers and microphone installed USB headset USB handset or soundcard e The minimum PC specification is a Pentium 400 MHz 700 MHz recommended or above with 128 MB RAM minimum e iPhone Manager Pro supports QoS in the form of DiffServ for both Windows XP and Windows 2000 when used in SoftPhone mode However when used with a wireless card Avaya does not have a built in QoS algorithm so the maximum number of wireless desksets that can be in use within a given access point may not exceed 3 IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 80 Product Description 11th May 2004 Issue 11b 6 IP Telephony Hard Phones Soft Phones Wireless Vol P Overview of Wireless Vol P Leveraging the reliable technology from SpectraLink a leader in wireless voice solutions for the workplace the Avaya IP Wireless Solution offers an advanced voice over IP VoIP client for wireless networks This solution allows SME s to take advantage of the cost savings and simplified management of a converged voice and data infrastructure Both the 3616 and 3626 phones are optimized for Avaya IP tele
264. pansion Modules e Two relay switch port for door entry systems Ext O P socket e Audio port for external music on hold source e 18 Data channels Note A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example four people surfing the Internet will use a single data channel since they all share the same line to the ISP Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines IP extensions do not use data channels The 1P403 Office can be ordered in four trunk configurations Quad BRI PRI T1 PRI E1 and Analog loop start A spare expansion slot is available to add an additional trunk card Analog BRI or PRI e Note Some trunk configurations are only available in certain territories please check for local availability Optional internal upgrades allow for support of 2 x V 90 modem calls and a 5 10 or 20 channel Voice Compression Module VCM The VCM module supports 5 10 or 20 simultaneous voice over IP sessions These can be used for either providing networking between sites over a wide area network or supporting IP Telephones and Soft phones An IP extension only uses the compression module whilst on a call to a non IP extension line Hence it is possible to support more extensions than the capacity of the VCM Through the support of up to three external Expansion Modules 1P403 office can be enhanced t
265. pants already on the bridge Similarly at the end of the conference each participant leaving the conference will be announced Create Hew Conference Pending Conferences in Progress Conferences View Conference Resources Add Conference Participants Conference ID 842544 Date 200022004 Start Time HHMN 1635 Duration Mins 30 Partcipant Count 6 Show Conference Oetada Damn potm ebccom 19061234567 Hon 8 Peter Perer xyz com 17321234367 Speak And Listen aran arampabecom 15081234568 Speak And Listen increw indrew xyz com 2003 Speak And Damn S IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 151 Product Description 11th May 2004 Issue 11b IP Office Product Description The System Administrator can generate reports regarding conference usage and individual conference reports This will detail the conference name and ID the start date and time duration and number of participants Individual reports can also be run listing participant details and when they joined left the conference if PIN codes were used Additionally if voting was being used using the Conferencing Center Web Client voting results for each participant would be shown for each question asked during the conference call Participant Details ST a en Host 20 02 2004 16 30 52 Pater Speak And Lirten 20 02 2004 16 39 56 20 02 2004 16 58 00 Sarah Liaten Only 20 02 2004 16 49 54 20 02 2004 16 58 44 Prelippe S
266. peak And Listen 20 02 2004 16 41 00 20 02 2004 16 59 14 Diana Listen Only 20 02 2004 16 51 07 andrew Speak And Listen 20 02 2004 16 51 39 Questions Ralsed Votes Recorded Name voted andrew John Philippe In summary the Conferencing Center Web Scheduler offers the following Web based booking tool to reserve conference resources immediate or future Ability to select Listen only or Speak amp Listen mode for each participant Email notification to all participants Voice Conference Notification VCN to dial out participants Participants name announcements as they enter leave the conference bridge Unique computer generated Conference ID for security Unique PIN code for each participant for security and authentication Web based reports on conference usage and voting results IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 152 Product Description 11th May 2004 Issue 11b 9 The Applications Conferencing Center Web Client To complement the audio conference the host has the ability to set up web support This offers a web interface where the host and participants can not only see which participants have joined the conference but also whether they joined as audio only or both audio and web Privileges to a participant are limited to voting only however a host to the conference has the ability to pose questions modify participant contact details and whisper to a single participant connec
267. pean Basic Rate ISDN S T Bus interfaces 8 trunks Details of the supported supplementary services on BRI interfaces are given in the Public and Private Voice Networks section e Not available in all territories check for availability I P400 Office T1 PRI Card The 1P400 Office T1 PRI card provides a single primary rate trunk interface for supporting voice services and fractional leased lines of up to 256K bandwidth on IP and Frame Relay services e Not available in all territories check for availability IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 16 Product Description 11th May 2004 Issue 11b 2 IP Office Small Office Edition Platform Optional Wireless Access Point All IP Office Small Office Edition platforms can be configured to become Wireless LAN access points An Access Point acts as a Hub in a wireless network providing connectivity between devices in the vicinity In ideal conditions a range of up to 550M 1750 ft is achievable although this range will be decreased if walls and other obstacles are present This is used where local conditions impair coverage and additional Access Points are needed to cover the black spots Additional Access Point Internet gt Coverage Area Integral Access Point The IP Office Small Office Edition wireless network can be secured against intruders using either the Wired Equivalent Privacy WEP or RC4 WEP uses 64 bit enc
268. phones are busy Customers entering a queue are played a message informing them of the situation and then hear hold music internally generated or from an external source whilst being regularly updated Two unique messages may be recorded for each Hunt Group queue entry and queue update message Queue announcements can also provide position in queue and estimated time to answer to the caller Additionally to suit the needs of the contact center Voicemail Pro provides the caller with their position within the queue and an estimated time for their call to be answered It furthermore gives the caller the option to opt out of the queue and leave a message at any time if desired P Voxcemedl Fro E SOX Ele ER tiers Adison Hip i We 108 25 ESA Y AEB PD E E eso leas Stat Points gt Queved Users g Grose Re pa E recorro cal j Desk Sir Port a Colect B Love E Caka E Od E Done a Noose Contact Center Queuing using VoiceMail Pro Auto Attendant Operation Advanced Call Flow In addition to its advanced voicemail facilities Voicemail Pro provides an easy to use multi level configuration tool Voicemail Pro Manager which allows network managers and system administrators to construct an interactive system based upon DTMF telephone key entry At its most basic this allows an Auto Attendant system to be built while more complex scenarios can be configured using telephony actions such as CLI ANI routing o
269. phony and emulate the wired 4606 IP Telephone They work in conjunction with the Avaya Voice Priority Processor to ensure voice quality over Wireless LANs They are field upgradeable through an integrated TFTP client so handsets can be updated with new protocols features and capabilities as they become available Based on global standards for wireless LAN s the Avaya IP Wireless Telephone Solution simplifies network infrastructure by enabling voice traffic to be carried along with data traffic over the same wireless network Both the 3616 and 3626 telephones are available for direct sequence 802 11b Wi Fi networks The SpectraLink Voice Priority SVP quality of service protocol is simple to implement and reduces packet queuing delays for voice traffic SpectraLink Voice Priority enabled access points are available from the leading providers of enterprise wireless networks such as Avaya Avaya Wireless Telephones with embedded QoS NN 802 11 Access Points Avaya IP Office 3616 Avaya Wireless Voice Priority Processor required for 3616 9626 SN 3626 ipa NetLink OAI Gateway Application optional Server optional Users can have a choice of an executive or rugged workplace telephone and all the productivity benefits of their desk telephone in this next generation of wireless telephone solutions IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 81 Product Description 11th May 2004 Issue 11b
270. port for Simple Network management Protocol SNMP e Hearing Aid Compatible e Microsoft NetMeeting Compatible e P Address Assignment DHCP Client or Statically Configured e Downloadable firmware for future upgrades e Wall Mountable with included desk wall mount stand e Avaya Grey Color for all markets IP Office also supports the 4602SW which includes all of the above features plus an integrated Ethernet switch for PC connection e Integrated Full Duplex 10 100 BaseT Ethernet Switched ports for connection of PC e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 74 Product Description 11th May 2004 Issue 11b 6 IP Telephony Hard Phones Soft Phones 4606 IP Hardphone The 4606 supports the following features IP Office 2 1 6 Programmable Feature Buttons With LED 5 Fixed Feature Keys Speaker Mute Hold Volume Up Down 3 Fixed Feature Keys Below The Display Conference Transfer Redial 2 X 16 Character Display Message Waiting Indicator Full Duplex Speakerphone With Echo Cancellation G 711 G 722 G 723 1a G 729a B Voice CODECs QoS Options Of UDP Port Selection DiffServ And 802 1p B 10 100 BaseT Ethernet Connection Optional Integrated Ethernet Repeater Hub for Connecting PC To Phone Hearing Aid Compatible Microsoft NetMeeting Compatible
271. port for a minimum of 14 languages All languages supported are included are made available as part of the license charge and TTS media pack see TTS in Call Flows for a list of supported languages Furthermore when reading emails the Avaya TTS engine will analyzes parse the Email contents and only play out information that is appropriate with the 3rd Party TTS RFA the capabilities offered will depend upon the TTS engine that is then utilized Configuring the reading of emails to users is a simple exercise Firstly TTS services will be loaded onto the Voicemail Pro server the Avaya TTS media pack will install the Avaya TTS engine Secondly a license key will need to be purchased and entered into IP Office manager Thirdly for each user who is wishes to utilize Email reading the user s email address will need to be entered into the User profile details in IP Office Manager and the facility enabled through the email reading checkbox IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 131 Product Description 11th May 2004 Issue 11b IP Office Product Description Campaign Manager As part of Voicemail Pro Campaign Manager enables the gathering of repetitive information such as brochure requests to be fully automated leaving agents free to deal with other more complex calls which require human interaction A definable sequence of recordings are played to the caller with time in between each recording to allow the capture
272. pression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN e Avaya IP Office Small Office Edition 4T 8A 3 VC US 700293053 Providing two US specification analog trunks and eight analog extensions Comes with three voice compression resources as standard for VolP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 T1 WAN e Avaya IP Office Small Office Edition 4T 8A 3 VC INT 700293061 Providing two analog trunks not US and eight analog extensions Comes with three voice compression resources as standard for VolP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 BRI T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DS 3 VC US 700280183 Providing four US specification analog trunks four analog extensions and eight Digital Station ports Comes with three voice compression resources as standard for VoIP applications Also includes twin PCMCIA slot for voicemail and Wireless access point four port Ethernet switch single Ethernet WAN port and a slot for optional V35 X21 T1 WAN e Avaya IP Office Small Office Edition 4T 4A 8DS 16
273. put 100 240Vac 50 60Hz 81 115VA 1 5A maximum e Output 24Vdc 1 875A output power 45W maximum e Standard Power Supply Unit e Input 100 240Vac 50 60Hz 81 115VA 2A maximum e Output 24Vdc 1 875A output power 45W maximum e DS30 80W Power Supply Unit e Input 100 240Vac 50 60Hz 81 115VA 2A maximum e Output 16Vdc 5A output power 80W maximum IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 220 Product Description 11th May 2004 Issue 11b D Technical Specifications Interfaces Interface Information DTE Port 25 way D Type female connector V 24 V 28 9 way D type on I1P412 and IP Office Small Office Edition EU J P Interfaces BRI RJ 45 sockets ETSI S T Interface to CTR3 for Pan European Connection PRI El RJ 45 socket ETSI S T Interface to CTR4 for Pan European Connection PRI T1 J1 RJ 45 socket FCC Part 68 J ATE connection USA Interfaces e PRI T1 Service Ground Start GS Default E amp M 56k data for 5ESS 56 64 64 restricted for 4ESS e PRI ISDN Switch support 4ESS 5ESS DMS 100 DMS 250 includes conformance to ANSI T1 607 amp Bellcore Special Report SR4287 1992 e PRI ISDN Services AT amp T Megacom 800 AT amp T WATS 4ESS AT amp T SDS Accunet 56kB s 64kB s 4ESS AT amp T Multiquest 4ESS Analog ports e RJ 45 sockets Loop start Ground start regional dependant Power Fail e RJ 45 sockets Telephone ports acts as master socket ports ISDN
274. pyright 2004 Avaya Inc All rights reserved Page 142 Product Description 11th May 2004 Issue 11b 9 The Applications Phone Manager Pro Phone Manager Pro builds upon Phone Manager Lite by offering the following additional features e Integration with Contact Management packages such as Outlook GoldMine ACT and Maximizer to facilitate screen popping of the contact details of an incoming caller dialing from the contact record with a simple mouse click and simple creation of new contact records with auto insertion of the telephone number whilst on a call e Voicemail box control with Voicemail Pro in either Intuity or IP Office modes which allows you to play rewind fast forward save or delete your voice messages Bob Jones Bob Jones Bob Jones OE re gt 2004471438 4 Julie Slaughter i 2004 47 14 38 3 Julie Slaughter e Private phone number directory which allows further personalization and improves productivity e Name matching f the Caller ID is recognized in the local PC directory the caller s name can be displayed e Simple incoming call scripting Scripts can be displayed based on the Caller ID or the dialed number DID DDI to remind users of a specific greeting or sales pitch to use e Distinctive ringing Allows the configuring of distinct ringing on a per caller basis PC sound files can be associated with incoming callers numbers and then played through the PC speakers when a call is received from that numbe
275. r This allows you to easily differentiate calls from important customers and clients and those from unknown callers e Agent Mode operation which allows the user to perform contact center functionality without needing a specially designed contact center telephone for example one with dedicated keys such as log on off You can also easily activate Account codes during or before the call through the Account Codes tab which allows the user to tag the call with an alphanumeric account code via a single click Agent mode users can set their phone on Busy or Wrap Up and select which hunt group they are member of via simple button clicks OF Busy Wrap Up Busy Not Available J Start and 4 43 stop Call Recording If your Phone Manager Pro is also VoIP enabled then you can act as a contact center agent entirely through your PC e Queue monitoring allows you to monitor the number of calls waiting on up to 2 queues e Door entry control allows you to remotely activate the two electric switches connected to the IP Office e Time on call shows call duration e Separate tabs for Incoming Outgoing and Missed Calls IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 143 Product Description 11th May 2004 Issue 11b IP Office Product Description Phone Manager Feature Compa rison Feature Op DIZ of gt sofa gt j en cfjolsS Clole ol el gt gt ol le olc e rr olele stale P1SIS of
276. r assisted call transfer The call flow can be based on conditions such as week time of day or user defined variables You can even set Voicemail Pro to send by email a voice recording previously collected or activate a door entry relay e Note Queue announcements are only available when Voicemail Pro is provisioned with 4 or more ports IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 179 Product Description 11th May 2004 Issue 11b IP Office Product Description Campaign Manager An Integral part of Voicemail Pro this application enables repetitive information gathering such as brochure requests to be fully automated leaving agents free to deal with other more complex calls which require human interaction Campaign Manager enables round the clock immediate answering offering callers a series of clear and uncomplicated questions Callers give their response either spoken or through the telephone keypad Recordings can be interrupted by the caller at anytime by pressing a key on their phone When agents are busy overflow to Campaign Manager relieves congestion and pressure on agent groups An agent can collect the completed transaction via a web browser see figure 9 6 below or via a short code representing the park slot number of a particular campaign This number can be pre programmed under a DSS key and used by agents to access the campaign If the DSS key incorporates a BLF lamp that lamp is lit when new campaign m
277. r can select whether all calls are required to be automatically recorded or just a selection of calls Alternatively calls can be manually selected for recording If for any reasons resources are not available then a recording may not be taken for example all Voicemail Ports are busy IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 132 Product Description 11th May 2004 Issue 11b 9 The Applications Voicemail Feature Comparison Platform Support Voicemail Embedded Voicemail Voicemail Pro IP Office Small Office Edition Yes Utilizes in built VCM resources 1P401 Yes Requires VCM and Memory Upgrade 1P406 Capacities Voicemail Voicemail Embedded Voicemail Lite Voicemail Pro Number of Up to 100 on 401 no specific limit onfNo Limit No Limit Mailboxes IP Office Small Office Edition supported Maximum Number 2 simultaneous calls on IP 401 4 simultaneous calls on IP Up to 30 dependent on of Concurrent Calls From 1 10 simultaneous calls on IP Office Small Office Edition license platform ports Office Small Office Edition 1P403 1P406 and 1P412 IP Office Small Office depending up on available VCM Edition 10 1P401 2 resources 1P403 10 1P406 20 1P412 30 Recording Time 1P401 approx 3 hours PC dependent Requires 1MB PC dependent IP Office Small Office Edition 10 per minute Requires 1MB per hours minimum minute IP Office 2 1 Copyright 2004 Avaya Inc All rights res
278. r example Phone Manager This will display information regarding the caller which may assist the user to decide who to pass the call on to The extension receiving the transferred call will be informed via Caller Display where the call was transferred from and pass on any available information regarding the original caller Hold Call Waiting Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single feature Login A contact center agent function login is required before the agent is able to make or receive calls from that terminal A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged off ensuring that an extension is not left logged in and unmanned Meet Me Conference Also known as a conference bridge this facility allows users to dial into a pre configured conference set up by the system administrator Voicemail Pro provides a pre configured facility to allow callers to be routed to a conference This provides added security through the use of Passwords and time date checking For more information on conferencing refer to IP Office Conferencing Solution e Notes Only two analog trunks are permitted in any single conference Monitor Calls A user can monitor i e listen in on Hunt Group calls The user must be a member of the Hunt Group to be
279. r such as a Mobile Cell Phone Calls can be forwarded when there is no answer when the extension is busy or for all calls A user can enable disable forwarding from their terminal via the Phone Manager application or through Voicemail Pro If the user is also a member of a hunt group they can separately control forwarding of their Hunt Group calls thereby allowing them to choose whether to be presented with hunt group calls or not This can be particularly useful in a sales environment where a number of people may be out of the office on Mobile Cell Phones and still participate in the hunt group as if in the office Call Hold A call may be placed on hold with optional Hold music A held call cannot be forgotten as it is presented back to the extension after a period See also Call Park Call I ntrude The Call Intrude feature allows a user if permission is given to join an existing conversation whether this is an internal or external call A user with the Can Intrude option can join a call on any extension on the system however a User with Cannot be Intruded setting would prevent others from joining their call Call Park As an alternative to placing a call on hold a call can be parked in the system to be picked by another user The call park facility is available through the user s telephone Phone Manager Windows Operator Console and Busy Lamp Field applications In default there are four system park areas identified by P
280. r which allows devices to share the bandwidth of a given transmission line Voice over a managed Frame Relay network is similar to Voice over a managed IP network except that the access interface is usually an unstructured leased circuit via IP Office s WAN port IP Office employs a Frame Relay Assembler Disassembler FRAD to allow voice and data traffic to be formatted and framed for a Frame Relay network Vol P over a Managed IP VPN Even though the IP Office operates as a traditional circuit switched telephone system utilizing standard analog and digital handsets the inclusion of an integrated Voice over IP VoIP Gateway allows significant cost savings to be realized by converging voice and data onto a single managed IP VPN A managed IP network or IP VPN is a private network of routers managed and partitioned by a single network service provider who assigns IP addresses and manages the network Because of this the network service provider can guarantee throughput levels minimize latency and ensure transmission speeds to give greater quality of service supported by a contracted service level agreement IP VPNs have some distinct advantages over Frame Relay networks access bandwidth need not be pre allocated between sites like Frame Relay s PVCs they are generally cheaper and their global reach is normally greater Access to the IP VPN is via one of IP Office s LAN ports e Note Avaya do not recommend networking IP Office systems over
281. r who then decided where to pass the call The IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria The system currently supports routing based on the calling parties telephone number or CLI ANI This could even be part of the number received such as an area code routing based on presentation digits from the exchange such as DDI DID or ISDN MSN routing based on sub address and routing based on the service type i e Voice Call Data Call etc It is even possible to look for multiple criteria so for instance a DDI DID call to a sales group could be handled differently depending on which part of the country the call is originating from Each incoming Call Route also supports a secondary destination Night Service that can provide alternative routing for an incoming call based on time of day and day of week criteria Calls that cannot be routed to the configured destination are re routed to a user defined Fall Back destination This can be particularly useful where calls are normally answered by an auto attendant and a network fault occurs Where multiple call routes are set up to the same destination a Priority level can be associated with the call This priority level is used to determine a calls queue position in place of simple arrival time e Note Calls that are ringing a free extension are not considered queuing and are not effected by a high priority call joining a queue IP Of
282. ration menus The handset has a rugged monolithic design that gives users a large earpiece to provide comfort and seal out background noise The 3626 supports all of the features of 3616 with the following differences e Designed for industrial environments e Ruggedized durable design e Push to talk walkie talkie feature for broadcast communications between employees IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 85 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Telephony Features Gatekeeper The Integral IP Office gatekeeper allows the registration of up to 360 IP extensions less the number of traditional analog and digital telephones Gateway IP Office fitted with a Voice Compression Module allows IP extensions to make calls to other non IP devices The maximum number of simultaneous calls is limited by the number of channels available on the Voice Compression Module Silence Suppression Silence suppression is a technique used to make the best use of available bandwidth Silence suppression works by sending descriptions of the background noise rather than the actual noise itself during gaps in conversation thereby reducing the packet size needed Background noise is very important during a telephone call Without noise the call will feel very unnatural and give a perception of poor quality Compression IP Office supports a wide range of voice compression standar
283. rds may be driven from the wallboard server The Spectrum wallboard when purchased as a Master Kit will provide a communications module for use with the boards which are then connected in serial For those using the Wallboard 22 the communications card is shipped with a single cable able to drive the wallboards Wall Mounted Wallboards are not available in all territories please check with your Avaya representative for local information In addition to the physical Spectrum wall mounted wallboard an IP Office license is required when being used with CCC This IP Office license supports 4 x Spectrum wall mounted wallboards If more than 4 wall mounted wallboards are required additional license keys must be purchased each license key supports 4 wallboards at a time A maximum of 16 wall mounted wallboards can be supported Short code Material code allboard Manager Communications card ctrum Wallboard Master Kit US ireless Keyboard Remote Control IP 400 CCC Wallboard 4 RFA Not Applicable 176196 License key required supporting 4 wallboards Description Spectrum Wallboard by Avaya Spectrum Wallboard Master Kit UK Spectrum Wallboard Master Kit Europe IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 174 Product Description 11th May 2004 Issue 11b 10 The Contact Center PC Wallboard The PC Wallboard delivers traditional wallboard functionality to the contact center manager and contact center agent s desktop but
284. rent ways e Drop No sessions via this protocol will be allowed through the wall e In An incoming session can punch a hole in the wall to allow traffic in both directions e Out An outgoing session can punch a hole in the wall to allow traffic in both directions e Bothway An incoming or outgoing sessions can punch a hole in the wall to allow traffic in both directions In cases where a protocol is not supported by default the firewall can be customized to control packets based on their content IP office allows the configuration of as many firewalls as needed This permits different security regulations to be applied to individual dial in users and data services IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 104 Product Description 11th May 2004 Issue 11b 8 LAN WAN Services Light Weight Directory Access Protocol LDAP IP Office supports LDAP directory synchronization This allows the telephone number Directory names and telephone numbers held in the main unit to be synchronized with the information on an LDAP server limited to 500 entries Although targeted for interoperation with Windows 2000 Server Active Directory the feature is sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher Remote Access Server RAS IP Office provides RAS functionality allowing external users to dial in to the local area network from modems terminal adaptors and rou
285. reserved Page 113 Product Description 11th May 2004 Issue 11b IP Office Product Description SoftConsole Administration SoftConsole has an administration mode that enables the operator to configure the following settings e Change and create templates SoftConsole comes with three predefined templates which can be altered Or new templates can be created e Control panel views The BLF panel held calls panel and park slot panel can be disabled or enabled for viewing purposes only when the operator accesses the viewing menu e Change the Administrator password e Edit operator profiles Each operator can have a personalize profile which can be configured by the administrator e Specify the maximum length of call notes IP Office supports numerous different endpoints such as 20xx 24xx 64xx 46xx and 44xx These have differing display sizes which means the administrator is able to tailor the call notes field according to the endpoints utilized SoftConsole PC Requirements e P Office switch software release 2 0 or higher e Ethernet attached PC running Microsoft Windows 98 NT4 2000 XP operating systems in conjunction with TCP IP Networking e Minimum Pentium II processor 400Mhz or higher with 64MB RAM or higher as specified by the Windows version and 1Gb of free disk space plus sound card if audio features are required e Amaximum of four SoftConsole applications can be run per system a license controls the number of simultaneous
286. rights reserved Page 163 Product Description 11th May 2004 Issue 11b IP Office Product Description Hardware The Avaya 3810 is ordered as a single unit containing Base Unit Handset Telephone Cord Base Unit Power Supply Adapter Charging Stand Power Supply Adapter Rechargeable Battery Belt Clip Charging Stand User amp Installation Guide Wall Plate Adapter Bat SF Charger Unit Wall Mount Stand Voice Quality The 3810 handset e Provides full duplex voice transmissions using ADPCM Adaptive Differential Pulse Code Modulation to provide the digital encoding e Applies a highly sophisticated companding feature to transmissions which helps cancel out background noise also known as white noise 20 Number Memory The 3810 can store up to 20 phone numbers for quick and easy speed dialling Vibrator Alert The 3810 handset provides a vibrator alert feature as an alternative or in addition to an audible ringing tone Redial Button A fixed Redial button is provided to facilitate repeated calling attempts IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 164 Product Description 11th May 2004 Issue 11b 9 The Applications Avaya 3810 Voice Terminal Attributes Each 3810 includes one standard battery and a charging cradle and power supply that connect to standard AC power The charging cradle will charge the handset battery and an optional spare battery pack that may resid
287. rnative or in addition to an audible ringing tone e Redial Button A fixed Redial button is provided to facilitate repeated calling attempts TransTalk 9040 Voice Terminal Attributes Each TransTalk 9040 includes one standard battery and a charging cradle and power supply that connect to standard AC power The charging cradle will charge the handset battery and an optional spare battery pack that may reside in the cradle s spare battery garage See also TransTalk 9040 Wireless Handset IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 161 Product Description 11th May 2004 Issue 11b IP Office Product Description Battery Charging Each TransTalk 9040 handset comes with its own charging cradle The TransTalk s charging cradle will charge both a battery in a handset and an optional spare battery if purchased in the charger s spare battery compartment Because the charger is upright the TransTalk phone display is clearly visible when sitting at your desk so incoming calls can be visually screened With the fast charging battery capability built into both the handset cradle charger and the spare charger batteries charge fully in only 1 5 hours With each charge e Batteries are discharged and recharged which eliminates the memory effect that reduces battery life the spare is automatically reconditioned the handset battery is reconditioned in the cradle if manually selected e Users get 3 5 hours of talk time and
288. roduct Description e 1P400 Office 10 100 WAN 3 Module 700262009 Provides an additional three X 21 V 35 ports This expansion module is connected back to the 1P403 1P406 and P412 using the LAN and does not impact on the maximum number of Expansion Modules supported Internal Daughter Cards Voice Compression Modules e 1P400 Office Voice Compression Module 5 700185119 5 Channel Voice Compression module required for IP Trunking and IP extensions e 1P400 Office Voice Compression Module 10 700185127 10 Channel Voice Compression module required for IP Trunking and IP extensions e 1P400 Office Voice Compression Module 20 700185135 20 Channel Voice Compression module required for IP Trunking and IP extensions e 1P400 Office Voice Compression Module 30 700293939 30 Channel Voice Compression module required for IP Trunking and IP extensions Modems e 1P400 Office Modem 2 700185226 Internally fitted card allowing two simultaneous V 90 modem call Trunk Interface Cards e 1P400 Office BRI 8 UNI 700262017 Interface card for the 1P403 1P406 and 1P412 providing 4 x ISDN basic rate ports 8 lines e 1P400 Office PRI 30 El 1 4 700272461 Interface card for the 1P403 1P406 and 1P412 providing 1 x ISDN Primary rate port 30 lines e 1P400 PRI 30 E1R2 RJ 45 EXP CALA 700241631 Interface card for the 1P403 1P406 and 1P412 providing 1 x E1R2 Primary rate port 30 lines RJ 45 termination e 1P400 PRI 30 E1R2 COAX EXP CALA
289. rom analog digital or VolP trunks QSig Networking Standards based multi site networking to interoperate with other PABXs Converged Voice Communications Solution For converged communications the IP Office acts as an IP telephony server Integrated H 323 Gatekeeper and Gateway Quality of Service QoS support through DiffServ for routing IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 3 Product Description 11th May 2004 Issue 11b IP Office Product Description Data Communication Solution For offices with basic data networking needs IP Office can provide a complete data communications and networking solution Internet Access Firewall protected leased line or dial up connectivity via PRI T1 or WAN port high speed dialed access direct leased line connections for high usage and Web site hosting integral security and efficient access to information and a larger business presence via the Web Routing Integral Static or Dynamic RIP 1 11 routing for both Internet and Branch to Branch solutions Security NAT Network Address Translation and built in firewall to protect your internal network IPSec support allows secure data transmission across public IP Networks using 3DES encryption DHCP Automatic IP address allocation for local and remotely attached PCs Remote Access Server Access to local LAN servers via optional two channel V90 modem or digital trunks individual firewall security
290. rough one carrier between specific hours all calls to a specific country through an alternative carrier and all other calls via a third carrier Carrier selection using 2 stage call set up via in band DTMF is possible Alternate Call Routing ACR Alternate Call Routing allows calls to be placed via an alternative route should the primary route fail or be unavailable through congestion etc ACR is compatible with LCR and VoIP and can be configured to take data channels for voice calls whilst preserving the data call albeit with reduced bandwidth Lease Line Fails Alternate Call Routing IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 95 Product Description 11th May 2004 Issue 11b IP Office Product Description Network Numbering Schemes IP Office employs fully flexible network numbering options Dialed digits can be manipulated seamlessly to add and delete digits access codes etc in order to fit into any numbering scheme Two types of numbering schemes are commonly deployed Linked Numbering and Node Numbering schemes In linked numbering schemes each site within the network has a unique range of extension numbers and users simply dial the extension number of the called party Often linked numbering schemes are used in very small networks lt 5 sites with less than 500 extensions With node numbering schemes each site is given a node ID and this is prefixed by the user when dialing extensions at o
291. rved Page 82 Product Description 11th May 2004 Issue 11b Benefits Supports the 802 11b standard for Wi Fi networks converging voice and data over a single network A lightweight executive 3616 handset with a form factor similar to a cell phone Seamless integration with IP Office Excellent voice quality on converged wireless networks Lightweight durable handset specifically designed for workplace use Improved display battery life processor power all with lower costs Multitude of accessories are available 6 IP Telephony Hard Phones amp Soft Phones Dual Charger full charge accomplished in approximately one and a half hours Quick Charger full charge accomplished in approximately one and a half hours Belt Clip Nylon Pouch Carrying case with Lanyard Handsfree Pouch Noise canceling headset Over the ear headset SpectraLink Voice Priority SVP To enhance voice quality over the wireless network SpectraLink has developed a Quality of Service QoS mechanism that is implemented in the wireless telephone and access point AWTS Open Application Interface OAI Gateway The AWTS Open Application Interface OAI Gateway enables third party software applications to communicate with the Avaya IP Wireless Telephones This serves as a two way messaging device Many companies provide applications that interface to your in house paging systems email and client server messaging Other vendors with complementary systems
292. ryption key and RC4 uses a 128 bit encryption key Only devices with a matching security key can participate in the network IP Office Small Office Edition complies to the IEEE 802 11 and IEEE 802 11b standards meeting the Wireless Ethernet Compatibility Alliance WECA Wireless Fidelity Wi Fi requirements for interoperability Summary e 2 4 GHz to 2 5 GHz band e Automatic fallback 11Mbps 5 5Mbps 2Mbps or 1Mbps e EEE 802 11 and IEEE 802 11b Compliance e Wireless Fidelity Wi Fi Compliance e Interoperable with other 802 11b compliant devices e WEP or RC4 security e Range up to 550M 1750ft Range meters ft 11Mbps 5 5Mbps 2Mbps 1Mbps Open 160m 252ft 270m 885ft 400m 1300ft 550m 1750ft Semi Open 50m 165ft 70m 230ft 90m 300ft 115m 375ft Closed 25m 80ft 35m 115ft 40m 130ft 50m 165ft Receiver Sensitivity dBm 82 87 91 94 Delay Spread at FER of 65ns 225ns 400ns 500ns lt 1 For wireless operation IP Office Small Office Edition must be fitted with a Wireless LAN card and the Wireless LAN Access Point license key IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 17 Product Description 11th May 2004 Issue 11b IP Office Product Description Optional Embedded Voicemail and Auto Attendant Embedded voicemail and Auto Attendant is provided on a pre loaded 64M PCMCIA Memory card supplied by Avaya Up to four independent Auto Attendants can be configured on the platform The choice of which
293. s IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 159 Product Description 11th May 2004 Issue 11b IP Office Product Description TransTalk Introduction to TransTalk Avaya s TransTalk 9040 system delivers the benefits and accessibility of a wireless phone with all the power and functionality of a wired desk telephone The TransTalk 9040 is an in building wireless system that provides a mobility solution up to a 900 range from the Digital Radio Module DRM depending on environment An outdoor enclosure is also available allowing the mounting of up to 2 DRMs per Outdoor Box outside the building for extended coverage All DRMs must be connected together with the provided Sync Cable Longer cables for Outdoor Box to Outdoor Box DRM cabling are available Avaya s TransTalk 9040 solution integrates fully with IP Office The DRM connects directly to the Digital Station port on IP Office users have the same call handling flexibility and control that they have with their desk telephones combined with the mobility of a wireless system A built in headset connection for true hands free mobility and increased productivity is included with all TransTalk handsets With the TransTalk 9040 system s 4 line display capability users can set priorities and handle calls more effectively helping to improve productivity and customer service Caller ID and message waiting notification are readily available so that employees will be ac
294. s Extension Ports LED Front Panel DC Power IP Socket DTE Port Expansion Port Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 31 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P400 Office WAN3 The 1P400 Office WAN 3 module provides three WAN connections X21 V35 or V24 via a 37way D Type socket Line speeds up to and including 2Mbps are supporting on each interface the carrier providing the line dictates the actual operating speed i e in some territories the maximum speed may be 1 544M These interfaces are identical to the single connection provided as standard on the 1P403 1P406 and 1P412 platforms The 1P400 Office WAN3 may be connected to the 1P403 1P406 and 1P412 platforms to provide additional WAN ports Each platform can support two of these modules The 1P400 Office WAN3 connects to the base unit through the Local Area Network and does not use an expansion port on the base module WAN Port Module Status LAN Port Status LED s LED Connects to Control Unit Front Panel DC Power VP Socket DTE Port WAN Ports 1 3 Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 32 Product Description 11th May 2004 Issue 11b 3 Platform Overview 1P400 Office Analog Trunk 16 Each module supports up to sixteen Loop Start or Ground Start trunks The first two trunks on the module are automatically switched to power fail sockets on t
295. s Percentage e Individual Trunk Details Gr Percentage Time in State iof x S a Fiona Macintosh 4120 IV Display Labels 348 A e e ae a Holding M _ ow22 01 57 Dl E A a OA AA AA vos 00 34 NEST 10 27200 J o 00 4 16 A A E internaimade AMA A internacio 00 00 LA 157 30 85 Call Center View Real Time Example IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 173 Product Description 11th May 2004 Issue 11b IP Office Product Description Wallboard Manager Wallboard Manager Two types of wallboards are available traditional wall mounted units and PC based wallboards on the agent s PC desktop Both types of wallboards are managed from Wallboard Manager Wallboard Manager is a PC based application utilizing a standard PC running Windows NT4 2000 XP The Wallboard Manager architecture has been designed to be upgradeable as users requirements expand allowing the same PC hardware platform to be used to support additional CCC modules Additional wallboard clients may be added and distributed across the LAN allowing additional supervisors access to create and schedule wallboard messages Traditional Wall Mounted Wallboards CCC supports two physical wallboards also known as reader boards or display boards Spectrum model 3214C previously known as the 4120C and the CCM WB 22 Both wallboards are 22 characters tri color and two line unit each Up to 16 wallboa
296. s Te EE EIN Re Eee I ee ie EB ie ee Ee er FRE Ie Ee OA EE Ee XE Ee Ee ee ee On rE Listen 2 67 106 116 Listen Only 2 Listen only 150 Lite 115 116 Local Area Network segment 209 Local Area Network 97 101 105 148 209 211 Local Exchange 68 Local Phone Directory 144 Local Telcos 88 Logged 67 70 71 143 144 175 176 177 Login 67 108 217 Longest 2 69 108 Longest waiting call 2 Loop 116 Lost Call CLI 175 Lost Calls 175 LXE 81 M Magix 163 Mailboxes 2 116 126 132 Main Menu Bar 108 Maintenance 155 Maintenance Personnel 155 Make Model 81 Manage 91 92 97 101 108 209 210 Managed Frame Relay Network 91 92 Managed IP VPN 91 92 Management Tools 5 Manager application 66 Managers 64 66 73 80 142 144 155 175 201 Many Simultaneous Calls Can 211 Markets 50 74 105 115 155 184 Master 174 Maximizer 143 144 Maximizer 7 5 144 Maximum Call Length 71 Maximum Number 66 80 102 116 147 211 Maximum Number Of Simultaneous 211 Maximum Participants 147 MB 80 MB RAM 80 Mbps LAN Hub 20 MCU 73 MCU s make 73 Media 176 Medical 160 163 Medium Enterprise 1 Meet Me conferencing 145 Meet Me Conference 67 Memory 116 163 Memory Upgrade 116 Message 2 45 50 64 69 72 73 74 107 108 115 116 132 143 144 155 159 160 163 177 179 187 217 Message informing 179 Message stating 132 Message Waiting 45 116 160 163 Message Waiting Indica
297. s an overview of the management applications that are common to all IP Office platforms e IP Office Manager IP Office s main configuration tool e Wizard An installation and administration wizard e Call Status Displays current call activity e IP Office SMDR Outputs call detail records for off switch processing e Monitor A trace utility for trouble shooting e SNMP Alerts and alarms from IP Office systems to SNMP tools IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 189 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Manager This application is IP Office s main configuration tool Utilizing a Windows Graphical User Interface Manager provides a familiar intuitive interface for both installation configuration and subsequent moves and changes As with all IP Office applications the Manager is multi lingual This coupled with the ability to use the application both locally and remotely it is possible for a customer with a global presence to manage any of their IP Offices from any country using their local language preference Access to the Manager is protected by passwords and definable user rights This provides a secure yet customizable application that allows it to operate according to the individual users level of expertise Ni Manager 255 255 255 255 C Program Files Manager 1P403 cfg a Pas File Edit View Tools Window Help ul i Configuration
298. s call costs can be effectively controlled whilst ensuring that bandwidth is available as and when it is needed Frame Relay Frame relay is a wide area networking protocol loosely based on ideas borrowed from the X 25 protocol Individual network connections are multiplexed over a common medium by the use of Permanent Virtual Circuits PVC This allows a single Leased Line to provide connectivity to a number of different locations Frame relay is currently implemented in IP Office as a CPE or router end protocol over WAN connections IP Office supports both PPP and RFC1490 encapsulation with fragmentation of large data packets to provide voice quality of service Service Quotas IP Office allows a user to define the maximum number of minutes that a service such as Internet Access is available for This is the sum total of calls made and does not include periods of inactivity Once the quota has been used the service is no longer available The quota can be either automatically refreshed daily weekly or monthly or manually refreshed by dialing a secure feature code on a handset Time Profiles Time profiles set the operational hours and days of a service For example this would allow a customer to make Internet Access available to staff only during lunch times Using time profiles it is also possible to define an alternative service to operate outside the operational hours of the main service This may be used to take advantage of alter
299. s causes all devices to stop transmitting for a period of time This is the way of life on most Ethernet networks and if occasional may pass unnoticed The more devices sharing a switch port and the busier they are the greater the opportunity for collisions This is simply resolved by reducing the number of devices on each port or by dedicating a port to each VoIP device If you are just using VoIP to link two IP Offices together it s well worth dedicating a port to each IP Office and router at either end of the link as the cost implications are likely to be very little IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 209 Product Description 11th May 2004 Issue 11b IP Office Product Description How Do Minimize Warble and Clipping n My Network As mentioned earlier warble and clipping are symptoms of variable delay Jitter and packet loss Jitter and packet loss may be the result of switches and routers that are either faulty or working outside their design intentions IP Office provides jitter buffers that will compensate for a moderate amount of jitter found in networks Voice traffic is quite tolerant of small amounts of packet loss so in most cases it can be ignored Where packet loss is excessive that is greater than 2 the cause should be established and fixed This could be due to a fault or simply an over worked device discarding packets Avaya s Cajun Ethernet switches are an ideal complement to IP Offi
300. s on the number of global IP addresses that a company needs and it lets the company use a single IP address in its communication with the world NU Number Unobtainable P PAP Password Authentication Password is a method for verifying the identity of a user attempting to log on to a PPP server PAP is used if the password is to be sent without encryption PDC Primary Domain Controller For a Windows NT Server domain the computer that authenticates domain logons and maintains the security policy and the master database for a domain PDF Portable Document Format The file format used for Adobe Acrobat files PPP Point to Point Protocol This is a Protocol for communication between two computers using a Serial interface typically a personal computer connected by phone line to a server For example your Internet service provider may provide you with a PPP connection so that the provider s server can respond to your requests pass them on to the Internet and forward your requested Internet responses back to you PPP uses the Internet protocol IP and is designed to handle others It is sometimes considered a member of the TCP IP suite of protocols Relative to the Open Systems Interconnection OSI reference model PPP provides layer 2 data link layer service Essentially it packages your computer s TCP IP packets and forwards them to the server where they can actually be put on the Internet PPP is a Full Duplex protocol that can be use
301. seges 103 Network Address Translation NAT cccccccccccccccscccecceeceeeeeeceeeceeeeeee cena ceeeueeavevaseuaueuaueueseueeeeeeeueeueeeuaanenanenas 104 Proxy Address Resolution Protocol ARP cccccccsssceeceuseceeeeseeeeeeeseeeeeeeseaeeeeeseaeseeeeaeeeeeeeaeeeseseaseseesensaaeees 104 Auto CONNGCE xi nwdi chek a Raves achieves Mutat coated aio 104 A O sau tena es Raves voniaa Naminedaad saa Maadhutaaduse sa caused ahaa A EEA 104 Light Weight Directory Access Protocol LDAP 0 cee ee canon oran nnrnnncnnnnn 105 Remote Access Server RAS ed tit ARI a aana 105 Transaction Packet Assembler Dissembler TPAD cccccccccccsceesceeeseseceeeeeeeeeeeeeeeeeeeeeeeeeeeueeeeeeueeeanenanents 105 PSec TUNNElN Onenn osaa aa as 106 Layer 2 Tunneling Protocol siisccicc cute ccntdnkes fence da batas 106 Routing Information Protocol RIP reana A cai 106 9 The Applications sisas 107 Introduction to IP Office Applications 00 EE IE none tier ania 107 SOMEONE A E AE T E EE ETA 108 SOAL OTAI E EE A TA A AA E A E E EE BEE 108 SoftConsole Contiguration A ee 112 S ftConsole Administrati N cria it a btt 114 SoftConsole PC Requirements ooooonococoocccnnnoncnnonoronnnnonnn none r rene nr tt nen rra ren rn rr renee eee nn nrnrn nena renenenenenernennns 114 MI A AE aon AE Li 115 AA 115 Centralized lintuity AU cti iba 116 Volicemall EMBED AAA a 116 A E E A 116 Moicemall PTO inantea aa A ta a a 117 Networked Voicemail Environments Networke
302. set uses digital radio technology and spread spectrum frequency hopping to provide extremely secure wireless communications The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office minimum release 2 0 and Magix minimum release 3 0 It offers the mobility inherent in a wireless telephone plus access to a number of features and functionality of the connected communications system The Avaya 3810 wireless telephone uses 900 MHz digital technology allowing a maximum range of 160 feet from the base station A maximum of 10 Avaya 3810 wireless sets can be connected to the same PBX Site Planning rules do apply please refer to installation guide available from the following web site http www avaya com support and then select e Product Documentation e Telephone Devices and User Agents Full documentation is also contained within the package The 3810 provides the following features e 2 line 32 character Handset Liquid Crystal Display LCD e 4 displayed operation modes indicating Talk Ringer On Off Battery Low and Message Waiting e Single button access to fixed features Hold Transfer Conference and Redial e 4 programmable buttons to access features on the PBX e 10 channels supporting up to 10 simultaneous conversations e Headset jack e Ringer and Handset volume control e User selectable ring type e Vibrate alert e Base Unit and Charger Unit IP Office 2 1 Copyright 2004 Avaya Inc All
303. sing the maximum number of supportable base stations to 16 e DECT Base Stations DBS The radio base stations can be up to 2km s cable distance from the DCU and have coverage of up to 600 metres depending on building construction and local environment The average radius coverage within buildings is approximately 50m to 60m e Single 2 wire connections are required to each Base Station using standard telephone cabling or CAT5 making the installation very straightforward Connection to each base station is from a standard secondary socket e As the base station takes power from the DCU there is no need to provide local power to base stations again simplifying installation e Each Base Station has a capacity of 4 simultaneous calls and in areas of high traffic concentrations such as restaurants and small offices multiple base stations may be deployed to a maximum of 3 with further bank of 3 situated a minimum of 20 metres away e The Base Station design is very compact and discrete dimensions Length x Height x Depth 100x100x36 mm and maybe installed out of sight within false ceilings e Seamless handover and roaming is supported by all Base Stations allowing users to move freely between cells during calls based on effective deployment DECT Comparison Feature Compact DECT DECT Control Unit Maximum handsets i s 4 128 COI ICI ENE Maximum simultaneous calls FB 128 IP Office 2 1 Copyright 2004 Avaya Inc All rights reser
304. sponse 34 DDI Routing 35 DDI Summary All Calls 36 DDI Summary Multi Media Report I ntegration When using the MultiMedia Module MMM within the contact center all agent interactions when logged in be they email chat and of course over the phone will be captured and reported on This is represented by several new reports that tabulate the media interactions within the center IP Office 2 1 Product Description Copyright 2004 Avaya Inc All rights reserved Page 176 11th May 2004 Issue 11b 10 The Contact Center MultiMedia Module MultiMedia Module The MultiMedia Module which has been created in conjunction with the Compact Contact Center version 4 software offer is an advanced contact center solution that enables companies and departments to manage multimedia contacts into and out of the organization IM provides applications that manage Telephony Web Chat E mail and Web Call Back communications These robust applications convert any organization into a multi channel enterprise wide customer contact center that will accept multimedia calls and route them to specified members of a group or groups MMM furnishes the user interface and support modules for assigning Group Members to specific communications related responsibilities MMM routes customer interactions to the right people generates contacts lists monitors both the system and individual performance and hence ensures that customers are entit
305. ss of converting speech to VoIP packets The IP Office supports a number of standards based encoding methods to allow the optimum trade off between delay and bandwidth to be made see What Bandwidth Do Require For Each Voice Call IP Office also incorporates integral echo cancellation to maximize speech quality The next source of delay comes from data and voice traffic queuing at the ports of the switches routers and bridges making up the network It is possible that the traffic queuing at a port is minimal and no action needs to be taken This would be the case if the available bandwidth far exceeded the demand To overcome queuing in the network the IP Office prioritizes voice traffic using a standard known as DiffServ This marks each IP packet carrying voice with a flag so that switches and routers can force packets containing voice to the front of the queue An alternative method of prioritization that can be used by switches and routers with an equally satisfactory result is to look at what protocol UDP Port is being used All voice traffic is carried using two identifying protocols RTP and RTCP Both methods are equally good leaving the choice of which to use as being between the most cost effective and the easiest to implement and manage Another source of delay can come from collisions of a particular segment of the Local Area Network Collisions result when two devices on a shared switch port or segment try to transmit simultaneously Thi
306. such as nurse call telemetry alarm and control system manufacturers are currently developing applications to interface with the Avaya IP Wireless Telephone solution IP Office 2 1 Product Description 11th May 2004 Issue 11b Copyright 2004 Avaya Inc All rights reserved Page 83 IP Office Product Description 3616 Executive Wireless Phone The Avaya 3616 IP Wireless Telephone is designed for more general enterprise applications and uses a compact cell phone like form factor The 3616 supports the following features e Perfect for busy office environments e Lightweight innovative design e Simple to use e 802 11b standard compatible e Radio Frequency 2 4000 2 835 GHz e Transmission type Direct Sequence Spread Spectrum DSSS e FCC certification Part 15 247 e Management of handsets via DCHP and TFTP e Voice encoding G711 e Transmit Power 100mw peak lt 10mW average e Wired Equivalent Privacy WEP 40bit and 128 bit e 2x16 character alphanumeric plus status indicators e 4 hours talk time and 80 hours standby IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 84 Product Description 11th May 2004 Issue 11b 6 IP Telephony Hard Phones Soft Phones 3626 Ruggedized Wireless Phone The Avaya 3626 Wireless Telephone is designed specifically for use in commercial workplace applications It is extremely durable and has no moving parts no external antenna and no complex configu
307. support e WAN slot for optional WAN card V35 X 21 BRI T1 PRI e DTE port e Audio port for external music on hold source e Two relay switch port for door entry systems External O P socket AVAYA IP Office Small Office Edition 2 x Analog 4 x Analog 4 x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC I P ro Hl EXT i ee So e El o e L Functional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example ICI WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 10 Product Description 11th May 2004 Issue 11b 2 IP Office Small Office Edition Platform IP Office Small Office Edition 4T 8A 3 Vol P The IP Office Small Office Edition 4T 8A 3 VoIP provides e Four Analog Loop Start Trunks Caller ID enabled e Eight analog Extension interfaces e Three VolP Codecs G 723 1 G 711 and G 729a e 4 Switched Ethernet ports Layer 2 e Dedicated Switched Ethernet WAN port Layer 3 e 2 x PCMCIA Slots for Wireless and Memory card support e WAN Slot for Optional WAN card V35 X 21 BRI T1 PRI e DTE port e Audio port for external music on hold source e Two relay switch port for door entry systems
308. supported e Hunt mode Linear mode One extension at a time sequentially e Group mode All extensions simultaneously e Rotary mode Circular mode Start with extension next in list to extension that was used last time e Idle mode Most Idle mode Start with extension with the longest idle time If all extensions in the Hunt Group are busy or not answered another Hunt Group called an Overflow Group can be used to take the calls An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group Outside normal operation a hunt group can be put into two special modes Night Service and Out of service In Night Service calls are presented to a Night Service Group This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a handset feature code The Out of Service mode is controlled manually from a handset Whilst in this mode calls are presented to the Out of Service group Voicemail can also be used in conjunction with Hunt Groups to take all group related messages play an announcement when the Hunt Group is in Night Service or Out of Service mode and give announcements while a call is held in a queue Call Barring It is possible to bar or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis Caller Display Caller Display uses the
309. sy upgrades to the IP Office system software using the upgrade wizard e Systems running 2 1 or later have the added benefit of being able to send software to a system and have it validated before choosing to run it or stay with the old software This facility is available locally via the LAN or remotely over a VPN and Dial up connections e Copying information such as the shortcode list from one IP Office to another e Importing and Exporting Directory information in CSV format to and from applications like Microsoft Excel and Word IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 190 Product Description 11th May 2004 Issue 11b 11 Common Management Utilities Installation and Administration Wizard The Installation and Administration Wizard is a Windows based application that has been designed to simplify the installation of IP Office in the most common configurations The Wizard will reduce the time spent installing an IP office and remove configuration errors The application operates in two modes Online for configuring a live system or Offline for designing or modifying a configuration of a system that is not physically present When a configuration is created in the off line mode the installation engineer simply loads the configuration file to the appropriate system The wizard incorporates error checking of the configuration It detects a wide range of configuration conflicts through the error checki
310. synchronized with a Microsoft Exchange email server e Interactive Voice Response IVR and Text to Speech Create automated customized systems allowing callers to interact with business information for example Account enquiry systems Automated ordering systems Ticket purchasing systems PIN number checking Remote time sheet management etc Enhance theses systems by using Text To Speech to read information back to callers e SoftConsole Graphical User Interface GUI for attendants via a PC based console for call handling and physical phone for the speech path an easy way to learn and use sophisticated tools in a comfortable environment e Phone Manager A powerful desktop application for the IP Office available in Lite Professional and IP Softphone versions to allow you to control and manage phone calls from your Windows desktop e Open CTI interfaces TAPI compliant out of the box IP Office integrates easily with popular contact management applications such as Outlook ACT 6 GoldMine and Maximizer Sophisticated custom applications can be rapidly developed and deployed with our full software development kit e Compact Business Center Report on overall system performance and basic call center functionality for up to three workgroups with quality of service reports selected group reports simple plug and play installation and more e Compact Contact Center The formal Multi Media Contact Center option with a full customer management t
311. t CU is a wall mounted central equipment unit that both incorporates a base station and provides the control functions and interfaces to the IP Office system or alternative PABX The Compact DECT CU solution supports a maximum of 8 cordless handsets and 7 DECT Base Stations DBS The Compact DECT CU is connected to the IP Office control cabinet by 2 wire analogue extension ports and to a PC via a V24 control link enabling enhanced feature integration The V24 control link enables the IP Office system to offer sophisticated features on the DECT handsets thanks to the intelligent LAN connection When connected to IP Office the Compact DECT CU offers unique integrated features and continues to provide many of the functions associated with fixed IP Office digital terminals without confining users to their desks The Compact DECT CU can be deployed up to 300m from the IP Office system providing coverage of up to 600 meters depending on building construction and local environment The average radius coverage within buildings is approximately 50m to 60m The installation of the Compact DECT CU is very straightforward and simply requires a connection to local power and the associated P Office In an area with a requirement for high cordless densities the Compact DECT CU should be located centrally with Repeater Base Stations being used to extend the coverage area over the site Repeaters Alug top Power Supply Upto 8 Handsets with rre
312. t in isolation without a requirement to transfer bandwidth hungry LAN traffic Whether it s a requirement to share resources such as email servers file servers and internet gateways or seamlessly transport data between sites or network to and from their customers and suppliers all businesses now have a need for data routing and this is why each IP Office platform offers IP routing as standard Embedding a router within IP Office removes the costs complexity and additional points of failure of external WAN multiplexors by allowing data and voice traffic to converge and share the network resources of IP Office These network resources can range from dial up ISDN connections point to point leased circuits managed IP networks or Frame Relay as IP Office supports all these types of network connections The IP Office has a Wide Area Network WAN port that can be connected to a digital leased line service using either X 21 or V 35 interface at speeds up to 2048kbps Point to Point protocol PPP is used over this link The data within the call uses the Point to Point Protocol PPP which is used by the vast majority of manufacturers for linking routers PPP support is essential if it is not the same manufacturer s equipment at each end of the link Exchange lines Central Office can also be used in the event of failure of the WAN link or to provide alternate or top up bandwidth on demand All IP Office platforms have an integral router with support for ba
313. t stream in addition to the SMDR interface provided in IP Office SMDR see below The real time event stream takes the form of a call record which is issued whenever the state of any endpoint of a call changes typically there are two endpoints on a call but for some circumstances such as conference calls intruded calls there may be more e IP Office SMDR Provides an interface to obtain SMDR events A comma separated record is issued for each call when the call is completed This interface is designed for call accounting and call billing applications and replaces the previous DevLink Lite interface IP Office SMDR is available free of charge and distributed on the IP Office Admin CD ROM e Software Development Kit Consists of a single CD Rom containing the developer documentation for TAPILink Lite TAPI Link Pro DevLink Lite and DevLink pro as well as pre compiled programs for exploring TAPI 2 1 and 3 0 In addition example source code is included making it easy for developers to quickly become productive on these advanced CTI interfaces IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 186 Product Description 11th May 2004 Issue 11b 10 The Contact Center TAPI Link Lite 1st Party TAPI Support TAPI Link Lite provides simple first party CTI via Microsoft TAPI 2 1 and 3 0 Individual desktop PCs connected to the Local Area Network communicate with IP Office via an IP connection over the LAN Each PC is capable o
314. tcrrevew A AfA PERA 110 v g From Subject i r Colin Training Fri 23 02 2001 08 Outlook Today H i Thanks for your help The Document is caled the Trainer s Classroom Set up doc Cheers Md Dave RE Your Feedback Requested Fri 23 02 2001 O8 looks good to me Dave A PC Volcemall Voicemal Message Extn202 gt Extn201 From Peter Jones Fri 23 02 2001 08 59 Q PC Voicemail Voicemail Message Extn202 gt Extn201 From 0345385951 Fri 23 02 2001 09 Calendar Alchemy Voicemail redirected message Virus checked by AVP lt end gt a v 1 PC Yoicemail Voicemail Message Extn202 gt Extn201 From Adam Philpott Fri 23 02 2001 09 a Alchemy Voicemail redirected message V q Contacts ie N t A Notes Deleted Items 23 IP Office Voicemail redirected message Presentation of Voicemail to Email IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 127 Product Description 11th May 2004 Issue 11b IP Office Product Description While not directly supplying or supporting fax software the same result can be achieved with fax to the desktop or client fax applications when using fax servers This then allows an Email client for example Microsoft Outlook to be utilized as an easily affordable unified messaging solution The many benefits of unified messaging include security as faxes are sent to the users PC rather than on paper for everyone to see ease of use and efficiency in terms of s
315. ted into the conference Using the Web Client the host can also modify participants status from listen only mode to speak amp listen mode or vice versa He can also mute all participants at once which is very useful if running staff briefing or product training sessions Once the session is over the host can then un mute all parties when all participants will revert to their original status listen only or speak amp listen to allow a question amp answer session for example When in listen only mode participants can request the right to speak through their Web Client raise hand function The host can also publish a document for review on the Web Client by all participants This would need to be a document saved in html format for example a PowerPoint presentation or an Excel spreadsheet or simply a website URL When presenting the document the host has the ability to synchronize the document view to all participants e g change slide as long as he resides within the same domain as the Conferencing Center server this is a Microsoft limitation Participants can be located anywhere on the Internet or across an extranet as long as they have access to the Web Server running the Conferencing Center application Access to the Conferencing Center Web Client simply requires the participant to have Internet Explorer 6 0 or above installed on their PC No download of the application is required There can be as many web clients as there are par
316. ters Several of the previously described features and services can be applied to the dial in users to create a powerful Remote Access Server Dial in users can be authenticated using either PAP or CHAP Once authenticated the DHCP server can automatically assign the user an IP address to use whilst connected to the LAN Individual time profiles and firewalls can be applied to the user restricting what they have access to and when they have access For further security and accounting ease IP office can automatically call a user back This keeps the cost of the telephone call on the company telephone bill removing the need to process individual expense claims Transaction Packet Assembler Dissembler TPAD TPAD is a lightweight version of the X 25 protocol used in the retail market for transaction processing Through faster transaction processing a retailer can reduce the floor limit of credit authorizations and benefit from lower transaction charges A PDQ or credit card swipe terminal can utilize the digital trunks via the DTE port or the USB on the rear of the IP Office Since the link between the main unit and the transaction authenticator is digital no modems are required at either end IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 105 Product Description 11th May 2004 Issue 11b IP Office Product Description PSec Tunneling 192 168 42 0 192 168 43 0 Public Internet IPSec tunnels allow a company to
317. tes e TAPI Link Lite can be used from C C and Delphi Visual Basic cannot directly use TAPI 2 1 but does support TAPI 3 0 without any third party tools e TAPI Link Lite is provides detailed information on telephony events including the ability to screen pop based on CLI and or DDI IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 216 Product Description 11th May 2004 Issue 11b C TAPI Functions Supported by IP Office Changes from previous versions of P Office TAPI Reserved Fields TAPI fields that were previously reserved by IP Office for internal use have now been released for general use by developers A full definition of theses fields are contained in the IP Office 2 0 developers SDK CD The following table shows the device specific data available via TAPI A Y in the column indicates that the field is already described in the TAPI manual IP Office 2 1 Phone s extension number Forward on busy flag Forward on no answer flag Forward unconditional flag Forward hunt group flag Do not disturb flag Outgoing call bar flag Call waiting on flag Voicemail on flag Voicemail ring back flag Number of voicemail messages Number of unread voicemail messages Outside call sequence number Inside call sequence number Ring back sequence number No answer timeout period Wrap up time period Can intrude flag Cannot be intruded upon flag X directory flag Product Description Copyright 2004 Avay
318. the Compact Contact Center IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 168 Product Description 11th May 2004 Issue 11b 10 The Contact Center MultiMedia Module for CCC The MultiMedia Module provides CCC with new routing schemes It will also provide combined reporting for all interactions within the contact center There are several queue types supported in the MMM they are e Email Queues e Chat Queues e Web Callback e Proactive List Dialing IP Office MultiMedia Module extends the routing and reporting of voice calls into the realm of emails and chat sessions initiated via a web browser In this way IP Office ensures that an organization can implement and measure a service level agreement against all aspects of the customer contact process for example ensuring that all emails receive a reply within half an hour of them being sent Overview of the Compact Contact Center IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 169 Product Description 11th May 2004 Issue 11b IP Office Product Description Compact Business Center Compact Business Center Compact Business Center is enabled by a license key and provides real time and historical analysis with export in CSV format to Excel or other reporting packages The system as part of a client server relationship the Delta Server which is also the engine for IP Office SMDR and Compact Contact Center powers the serv
319. ther 10 lines intercoms feature buttons with physical appearances on the handset display TransTalk 9040 Accessories e Carrying Clip and Lanyard A belt pocket clip has been designed into the 9040 handset for ease of carrying and access The clip is built into the back of the handset and is removable A lanyard wrist strap is also included with the TransTalk handset for easy carrying e Replaceable Antenna The antenna on the handset is user replaceable A customer replaceable antenna is available in the event of breakage e Holster Option Leather holsters are optionally available for the 9040 TransTalk These holsters are available in black e Headset Option There is a 2 5mm headset jack that allows headset support and integration Two types of headsets are now available for the 9040 TransTalk making hands free operation possible The Supra headset is an over the head model while the Radium model merely hangs over the user s ear A special adapter cord allows the use of the headsets quick disconnect cords e Security The TransTalk telephone system uses digital rather than analog radios Digital radio transmissions are very difficult if not impossible to monitor e The TransTalk system also uses spread spectrum frequency hopping a design that has each radio handset combination constantly changing transmit receive frequencies within the 150 available channels Since each conversation is constantly switched throughout the range of chan
320. ther sites In this way extension numbers can be replicated across sites whilst still appearing unique across the network Node numbering schemes are common in larger networks Linked numbering schemes and node numbering schemes are sometimes both employed within the same network with node numbering employed at the large offices and linked numbering employed at clusters of satellite offices The following figures depict these two types of numbering schemes ey MODO Linked Numbering Scheme Mo 500 4XXXX he 502 4XXXX 503 4XXXX Node Numbering Scheme IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 96 Product Description 11th May 2004 Issue 11b 8 LAN WAN Services LAN WAN Services Computers in an office communicate via the LAN Local Area Network This at its simplest may be a length of coax cable connecting all the computers or by twisted pair cables going into a central hub unit The 1P401 1P403 and 1P406 platforms incorporate an integral dual speed Ethernet hub 10 100 Base T while the IP Office Small Office Edition and the 1P412 support layer 2 and Layer 3 Ethernet Switching respectively thereby allowing all users to easily utilize the data networking capabilities of IP Office When computers communicate they do not care where the destination is Their task is simply to pass the packet to the next machine and then forget about it Where the destination is on another network the router is the
321. thernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC I P ol me EXT So e El o e 24V DC 2A Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example E a WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 12 Product Description 11th May 2004 Issue 11b 2 IP Office Small Office Edition Platform IP Office Small Office Edition 4T 4A 8DT 3 Vol P The IP Office Small Office Edition 4T 4A 8DT 3 VoIP provides e Four Analog Loop Start Trunks Caller ID enabled e Four Analog Extension interfaces e Eight Digital Terminals 20 Series e Three VoIP Codecs G 723 1 G 711 and G 729a e 4 Switched Ethernet ports Layer 2 e Dedicated Switched Ethernet WAN port Layer 3 e 2 x PCMCIA Slots for Wireless and Memory card support e WAN Slot for Optional WAN card V35 X 21 BRI T1 PRI e DTE port e Audio port for external music on hold source e Two relay switch port for door entry systems External O P socket Not available in all territories check for availability 8 x Digital Terminal Ports AVAYA IP Office Small Office Edition 4x Analog 8 x Analog 4x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2
322. ticipants on the conference call that is up to 64 maximum per conference For security access to the Web Client also requires the participant to logon using the Conference ID and their unique PIN number This offers security and allows the system to recognize who joined the conference and display its name on the right hand side of the screen Address tip Dinowedgebaserte sipptilesc onferencing him Avaya IP Office as a Conferencing Solution Conferencing apar nies Question Fiesse vote for acceptance of Mr Smith as Marketing Director Please rote for acceptance of Ar Smith as Marketing Director In summary the Conferencing Center Web Client offers the following e Real time view of participants status Dialed in Logged on to Web client Speak amp Listen Listen Only e Ability for the host to change participant status in real time e Ability for participants in listen only mode to request the right to speak raise hand function e Mute All Un Mute All facility for the host e Whisper facility for the host to have a private conversation with one of the participants e Viewing area for reviewing PowerPoint presentations or any other document saved in html format e Questions amp Voting facility IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 153 Product Description 11th May 2004 Issue 11b IP Office Product Description SoftConsole Conferencing Center I ntegration An operator equipped wit
323. tion 159 Message Waiting Indicator 50 74 Copyright 2004 Avaya Inc All rights reserved MFC 89 MHz 45 80 160 163 MHz ISM 160 163 Microsoft refer 154 icrosoft 50 74 103 114 115 144 154 177 188 icrosoft application 103 icrosoft CRM Integration 188 icrosoft Exchange 115 icrosoft Explorer 177 icrosoft Internet Information Service 154 Microsoft NetMeeting Compatible 50 74 icrosoft Point Point Compression 103 icrosoft Point 103 icrosoft Transaction Server 177 icrosoft Windows 98 NT4 2000 XP 114 icrosoft s Callback Control Protocol 103 Milli seconds 210 Minimize Delay Induced Echo In My Network 209 inimize Distortion In My etwork 210 nimum Pentium 266Mhz 44 nimum Pentium II 114 issed Calls 142 143 x Analog Trunks 9 ix 9 73 94 ML PPP 102 Mm inches 219 MMM 176 177 Mobile Handset Twinning 159 Mobile LAN Access 2100 81 Mobile Cell Phone 64 116 Mobile cellular 65 Modem 5 101 105 Module 2 27 72 174 177 188 197 201 211 219 Modules offering 201 211 Modules sharing 172 Monitor Calls 67 Most Common Destination 175 Most Idle 69 Moves 2 MS CRM 2 MTS 177 Multi Media Report Integration 176 Multi Link 102 Multi Link Point to Point Protocol 102 Multi Link PPP 102 MultiMedia Module 176 177 MultiMedia Module reporting 177 Multi Media Summary 175 Multiple Subscriber Number This 87 Multiple Time Entries 72 Multipoint point 87 ZS ZEZREZZ
324. tion as per IP Office Small Office Edition 4T 4A 8DT 3 VoIP except with 16 VolP resources as standard Not available in all territories check for availability 8 x Digital Terminal Ports 4 x Analog 8 x Analog 4 x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel DC Power DTE External I P Socket Port O P Socket Audio I P Socket Functional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example i ti wt WAN X21 V24 V35 Quad BRI trunks PRI trunk Comes with new back panel Rear Panel IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 15 Product Description 11th May 2004 Issue 11b IP Office Product Description IP Office Small Office Edition WAN Expansion I nterfaces All IP Office Small Office Edition provide an expansion slot for an optional WAN interface of the following types check locally for availability Each of these interface cards are now described in more detail I P401 WAN Expansion The 1P401 WAN Expansion card provides a single WAN connection X21 V35 or V24 via a 37way D Type socket Line speeds up to and including 2Mbps are supported on the interface The carrier providing the line dictates the actual operating speed i e in some territories the maximum speed may be 1 544M I P400 Office BRI Card The BRI trunk card provides 4 Euro
325. tion with the opened database is achieved through the use of Structured Query Language scripts SQL An administrator can enter SQL script directly into the specific section of the Database Execute action For administrators that are not familiar with SQL scripts a script can be automatically created through the use of a SQL Query Builder Wizard The wizard will allow the administrator to create the SQL script by simply selecting options from drop down menus e g When Selecting information from a database Eunction Tables Field SELECT BookList z File RS Author y f ano y _ Avo Logical Field Relational Data Author Corkains key In the example above the system will find the Title filed entries within the Booklist table where the Author field contains the string held within the key field key is the last DTMF entry made by the caller through their telephone handset DTMF entries can be numeric or alpha numeric through multi presses of the telephone keypad Alternatively information can be Inserted into a database Function Tables INSERT CortactT elephone Cost 308D 1 CreditCardExpiry CP3 CreditCardNumber CP2 ISBN In the example above the fields within the OrderDetails table will be updated with the information held within the defined system variables i e ContactTelephone will be updated with the current contents of the CP4 variable Cost wi
326. tions Management 1 Customer Relationship Management 107 Customer Tracking 175 Customer replaceable 162 Cyclic Redundancy 87 D D3 78S6 3 83 81 Data 2 20 70 71 72 73 87 91 92 95 97 102 103 104 106 184 209 210 211 212 217 Data Call 70 72 95 102 103 Data Compression 103 Data Header Compression 103 Data networking options 87 91 Data Tagging 2 Data traffic 92 Database 177 Date 116 150 175 197 DBS 156 DDI 87 175 DDI Call Duration 175 DDI Distribution 175 DDI Response 175 DDI Routing 175 DDI Summary 175 DDI DID 61 70 87 115 142 DECT 155 156 158 159 DECT Base Stations 156 DECT Comparison 158 DECT Control Unit 156 158 DECT Cordless Handset 159 Dekset 80 Delay 209 212 Deploying VoIP 93 Deploying 93 Copyright 2004 Avaya Inc All rights reserved Depth 175 219 Design IP Telephony 73 Design 45 73 108 115 143 156 159 162 163 167 174 184 212 Desk wall 50 74 Desksets 80 Desktop 66 142 159 Developers 184 217 DHCP 50 74 101 105 212 DHCP Client 50 74 DHCP Server 101 105 212 Dial Ahead 66 ial Emergency 70 ial In 72 87 105 148 ial On Pickup 66 ial Pad 108 ialing VoiceMail Lite 116 ing 116 163 al up 102 106 1D DDI 143 ifferentiation 65 iffServ form 80 supporting 211 iffServ 3 50 74 80 09 211 iffServ And 802 1p B 50 4 igit Cordless Solutions 55 igital 9 27 45 70 73 92 97 105 142 147 156 160 162 163 201 210 Digital Bas
327. to determine the shortest route to a destination network It does this by measuring the number of intermediary routers that need to be traversed to reach the destination network If more that one route exists to the same destination the shortest route is used If a fault occurs on the shortest route it will be remarked as being infinite and any alternative route will become the new shortest route This behavior can be used to add resilience into a data network Where a customer has an existing data network comprising of third party routers IP Office added to the network can provide back up using its routing and dial up capability RIP enabled routers share their knowledge of the network with each other by advertising and listening to routing table changes IP Office Supports both the RIP and RIP II standards IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 106 Product Description 11th May 2004 Issue 11b 9 The Applications Introduction to P Office Applications One of the key strengths of the IP Office range is its level of application support The applications on IP Office can be broadly divided into three categories Personal Productivity such as Voicemail Integrated Messaging Soft Phones and On Site Mobility Business efficiency such as Operator Console and Automated Attendant and Customer Relationship Management CRM Covered in this section are SoftConsole Voicemail e Voicemail Embedded e Voicemail
328. to the Wide Area Network should once again be via devices supporting DiffServ such as the IP Office How Many Simultaneous Calls Can Get Down My Link The following chart illustrates the theoretical maximum number of simultaneous voice calls that can be delivered over a Wide Area Network for a given link speed This does not take into account any bandwidth that may be required for data traffic between sites or the physical limit of VoIP calls for the specific version of IP Office in use The number of simultaneous voice calls can be in excess of the capabilities of the individual platform where the calls transit the switch as data traffic In this situation compression resources are not used but obviously must be catered for in the overall bandwidth provision Compression G 723 1 6K3 G 729a 8K G 711 64K Number of Calls La a RES aes ee a ee Link What Is The Maximum Number Of Simultaneous Vol P Calls That IP Office Supports Each IP office can be fitted with an optional Voice Compression Module VCM to support VoIP connections e The 1P401 Compact Office 2 4 1P403 Office and 1P406 Office can each be fitted with a single module offering 5 10 or 20 simultaneous calls e The IP412 Office is capable of supporting two modules including a 30 channel module that is exclusive to the 1P412 Office allowing between 5 and 60 simultaneous calls IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 211
329. tor with the ability to manage outbound Proactive Campaign Lists It furnishes the tools to create draft calling lists attach them to campaigns and run the campaigns IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 178 Product Description 11th May 2004 Issue 11b 10 The Contact Center Queuing Announcements Within the Contact Center Queuing Announcements Within the Contact Center Voicemail Pro provides the ability to create a bespoke voicemail and interactive voice response solution which meets the specific business needs of a customer contact center Thanks to a powerful graphical user interface it can easily and rapidly create and modify call flows from simple announcements to multiple single digit tone menus to provide Audiotex services and Automated Attendant functionality It can also be used to completely tailor the pre connection call experience that a customer receives when making contact In addition to the functionality provided by Voicemail Pro s call in queue announcements supervisors may create sophisticated queue and call routing plans with access to a host of features such as message taking interview services and the ability to play estimated time to answer or queue position information to customers Queue Announcements The Voicemail Pro application provides Queue Handling facilities allowing incoming Hunt Group calls to be automatically answered when department group or individual tele
330. torage and retrieval of messages and the great gains that can be made in overall workforce efficiency and productivity To enhance the support of Third Party Fax solutions Voicemail Pro supports the automatic detection of incoming fax calls Traditionally a dedicated telephone number will be provided for all incoming fax calls In addition to or as an alternative to the Voicemail Pro Menu action or a subscriber s voicemail box Intuity mode can automatically detect any incoming fax calls and then direct the call to a predefined location The benefit to a business or user is that only one number is required for either voice or fax calls The Voicemail Pro can store the default fax location for the automatic routing of fax calls Alternatively with fax tone detection at the voicemail box each voicemail box can have their own fax location number If a voicemail box owner has set their own fax number then this number will be used instead of the default fax location A voicemail box subscriber can set their own fax number through the telephone handset locally or remotely IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 128 Product Description 11th May 2004 Issue 11b 9 The Applications Integrated Messaging Pro Microsoft Exchange only Integrated Messaging Pro allows increased productivity through easier management and prioritization of email and voicemail messages through one inbox This optional application integrates I
331. tory LDAP has become the Internet standard for directory infrastructure and is expected to provide a common method for searching Email addresses on the Internet M MAC address The address of a device identified at the media access control MAC layer of the network architecture MAPI Messaging Application Programming Interface Part of Microsoft s Window s Open Service Architecture WOSA Allows programs and devices to send emails via email clients if those clients support MAPI ML PPP Multilink PPP ML PPP is a standard based on the original PPP standard that allows a router to open a number of different connections to a remote router ML PPP defines a way to divide up the data and send it down multiple paths in such a way that the remote router can put the pieces back in the original order on reception The main justification for ML PPP is bandwidth allocation sometimes known as Bundling or Bonding The application only sees one logical link giving a bandwidth of say 256Kbps even though there are actually four B channels connected between the two sites This is IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 228 Product Description 11th May 2004 Issue 11b Glossary achieved by adding an additional data header on each packet sent For example if a router has an ISDN BRI interface it could transfer data at 64Kbps on one B channel but then in times of higher load could connect extra B channels and so
332. twork ccc ee rere erent teeeee ee eeeaeaaaa 210 How Do Minimize Distortion In My Network 0 cect ttnn rt ttt tt AAE EENEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEE EEEE 210 What Benefits Do Get From Using IP Office To Provide My Wide cccce teeter ieee reer nono nnninnnnos 210 What Bandwidth Do Require for Each Voice Call nn noe iain 210 What Delay is Acceptable cocida 211 What is The Perfect Network o oooooocioccccnnoncnnonaconcnnononcn non n rra a aai iaa 211 How Many Simultaneous Calls Can Get Down My Link oooooooniciccccnnnnnnnnnonincnnnn ono non nanoncn nono nnnnnnarancnnannnnnnnns 211 What Is The Maximum Number Of Simultaneous VoIP Calls That IP Office SUPPOrts eee ects cette eet 211 Does the IP Office Support Fax over IP oo ere eee rara nenanenenennennns 212 Network Assessment lr A 212 Voice over IP Relevant Standards Supported ee rara rnrrrirnnnnnnnns 213 C TAPI Functions Supported by IP OffiC oocconoococcocccooncononocnnnnrenonnnononnrcnnnrronanncnanarennanrnnanas 215 TAPI 2 1 F nctions Supported iia 215 TAPI 3 O fUNCIONS Ss pponted 4 iec eeceheseechaved idee ident oe aa n a aa a aean a a ia 216 Changes from previous versions Of IP Office oo re eeer nee eeegaaaenies 217 TAPI Reserved Ele oi de gist in ayaa dete wis eet aah dete 217 DevLink Reserved Ficlds ia s 218 D Technical SpecifiCatiGns A aa 219 A NN bbe bees Te mend a aaa a 219 DIMENSION ada iii 219 A a a a a
333. upplementary services are supported e Calling Line Identification Presentation CLIP Provides the telephone number of the incoming call to the IP Office e Calling Line Identification Restriction CLIR Inhibits the telephone number of the IP Office being presented on an outbound call e Connected Line Identification Restriction COLR Inhibits the COLP service e Direct Dialing In DDI Where the exchange provides the last x digits of the dialed number on an incoming call This allows IP Office to route the call to different users or services e Sub addressing Allows the transmission reception of up to 20 digits additional to any DDI DID or CLIP information for call routing and identification purposes I SDN Basic Rate ETSI CTR3 1P400 Quad BRI ISDN Basic rate provides 2 x 64K speech channels using Q 931 signaling and CRC error checking Both point to point and point to multipoint operation is supported Multipoint lines allow multiple devices to share the same line however point to point is the preferred mode Basic rate supports all the services that are supported on the primary rate version with the addition of e Multiple Subscriber Number This service is usually mutually exclusive with the DDI DID service and provides up to 10 numbers for routing purposes very similar to DDI DID IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 87 Product Description 11th May 2004 Issue 11b IP Office Product Description
334. use Audio Conferencing 145 Copyright 2004 Avaya Inc All rights reserved Wide Area Network 97 103 209 211 Wide Area Networking Protocol 102 Wi Fi 80 81 Windows 64 80 101 108 114 115 144 154 174 Windows 2000 80 154 Windows 2000 Professional 154 Windows 2000 Server running 154 Windows 2000 Server 154 Windows 2003 Server 154 Windows 98 115 Windows 98 NT4 2000 XP 114 144 Windows Name Service 101 Windows NT4 2000 XP 174 Windows Operator Console 64 108 Windows PC 5 Windows XP 80 154 Windows XP operating systems 80 Windows XP Professional 154 WINS 101 Wireless 2 45 61 80 155 160 163 174 Wireless Deskset 80 Wireless Gateway 81 m o N ireless Handset 45 163 reless handset delivers benefits 163 ireless handset delivers 3 ireless LAN 9 80 81 ireless VolP Overview 81 ireless VolP 81 ithin SoftConsole 108 izard 2 177 World Rest 147 World 73 97 147 WorldCom 88 Wrap Up 143 Www avaya com support 163 Xx X 24 Character 50 74 X 1P400 Office Digital Station 30 Module 201 X 21 97 101 X 25 102 105 X21 9 XDSL 101 XP 115 XP PC 115 Y Y 217 e 33 2252 22 Page 242 11th May 2004 Issue 11b IP Office 2 1 Product Description Index Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves t
335. vaya Cajun range The 1P403 Compact Office would be connected to the data network through its integral 8 port Hub providing all users access to the Internet and IP Office productivity applications Kit List e P403 Office DT PRI 30 El e 3 x IP400 Digital Terminal Module 30 e 80 x 2030 Display Terminals LD PA Coi tenet IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 199 Product Description 11th May 2004 Issue 11b IP Office Product Description 1P406 Office Scenario 1 A business requiring 60 analog Telephones and 8 Basic Rate ISDN lines 16 channels The 1P406 Office BRI 16 with two 1P400 Office Phone 30 modules provides the required line and extension capacity Through the use of Phone Manager Lite the functionality provided by the Analog Telephones is greatly enhanced Expansion capability for an additional 4 Modules allows the system to be expanded to a full 180 extensions Additional lines can be added by replacing one of the BRI interfaces for a Primary rate Kit List e P406 Office BRI 16 e 2x1P400 Office Phone Module 30 ANA PUN rere nr 2 TT CEET Bo 2 il LS min Scenario 2 A business requiring 180 analog Telephones and 60 lines The configuration illustrates a fully configured 1P406 Office providing 180 extensions and 60 trunks Factory shipped with a single PRI the system is fitted with an extra trunk card in its spare slot to provide the additional 30 lin
336. vaya IP Office E o Public or AAA Private Soe ne Network bs pe VoiceMail Pro Server Leaves message Avaya for ext 3000 Intuity Audix IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 119 Product Description 11th May 2004 Issue 11b IP Office Product Description Auto Attendant In addition to its advanced voicemail facilities Voicemail Pro provides an easy to use multi level configuration tool the Voicemail Pro Manager which allows network managers and system administrators to construct an interactive system based upon DTMF telephone key entry At its most basic this allows an Auto Attendant system to be built and configured to suit the way the company operates in the best interests of staff efficiency and customer service be that on its own or as a back up for the regular operator when call volumes are high Voicemail Pro also offers the ability to enter the name of the person via DTMF key entry after which the auto attendant offers the caller a possible name that matches or if there is more than one a selection list is provided and allows the caller to select which one they wish to call As an example Voicemail Pro can be used to build an Auto Attendant that prompts callers to enter 1 for sales 2 for support 3 for admin or 0 for the operator allowing them to be transferred to the appropriate department without operator intervention Alternatively a list of personnel and their extensi
337. vaya voicemail systems Access to Database information for building Interactive Voice Response IVR systems Tag information retrieved from a database to a call and deliver it with the call to an agent Visual Basic VB Script support to allow the configuration of the Voice system through VB Scripts rather than Voicemail Pro call flows Extended Personal Greetings to customize the information presented to a caller based upon the availability of a user Text To Speech facilities to allow emails to be read out over the telephone and or for database information to be read to a caller in 14 languages Housekeeping facilities for the management of messages Automatic detection and routing of Fax calls within Auto Attendants and within a subscriber s voicemail box Forwarding of voicemail messages to Email systems via SMTP Comprehensive support of the Intuity Telephone User Interface Recording of system prompts through the telephone handset or using multimedia facilities on a PC Speaking Clock 22 supported prompt languages Chinese Danish Dutch English UK English US Finnish French France French Canadian German Greek Hungarian Japanese Italian Korean Norwegian Polish Portuguese European Portuguese Brazilian Russian Spanish Castilian Spanish Latin American Swedish Centralized voicemail within a multi site P Office environment Networked Messaging with other Avaya voicemail systems Capacity of up to
338. ve signed an agreement to create a packaged applications and hardware solution for all small and medium businesses with multiple customer touch points This alliance will position IP Office as the Convergence platform of choice for customers of Microsoft CRM IP Office support for Microsoft CRM has been divided into three phases providing telephony integration screen pop is phase one while phases two and three deal with an integrated reporting module This strategic alliance is aimed at small and medium businesses who need an interconnected workplace extending across business systems communications infrastructure and web services They also need a turn key system simple implementation and an affordable price point For IP Office systems running software release 1 4 and above the first phase of this program has been introduced This includes the development of a TAPI based CTI application integrated with Microsoft CRM an example of the screen pop associated with the application is shown below Country Region Uk Phone Address Type Primary lt le Shipping Method Airborne Freight Terms Ho Charge m NANA CT Siia Call New inbound cal from 210 A 0 Ja Seim sedane 0 va Al IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 188 Product Description 11th May 2004 Issue 11b 11 Common Management Utilities Introduction to P Office Management Utilities This section give
339. ved Page 158 Product Description 11th May 2004 Issue 11b 9 The Applications DECT Feature I ntegration Given the degree of integration available to cordless users with DECT there are a variety of means by which calls can be routed to cordless handsets DDI DID Since each cordless handset is an extension on the IP Office system calls may be routed directly using a DDI DID number Transfer Calls may be transferred to DECT extensions by operators or other extension users and DECT extension users may transfer callers to any other extension user Group working Cordless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group DECT handsets must NOT be configured into collective groups Divert destination Users may initiate any or all diverts from an Avaya 20 Series terminal to a cordless handset This is particularly useful for extension users who are desk based most of the time and want access to the full range of features available to 20 Series extension users but who need to be accessed quickly and efficiently when away from their desk Features available through the CTI DECT license Desktop and Mobile Handset Twinning The desktop and DECT handset can be synchronized to logically act as a single unit Calls presented to the desktop phone will simultaneously be presented to the DECT handset When either device is busy any further calls presented will receive busy
340. y rate trunk interfaces respectively The PRI is available as either T1 El or ELR2MFC depending on the market The dual version is only supported on the 1P412 Details of the supported supplementary services and protocols for each PRI is given in the Public and Private Voice Networks section T1 trunk cards incorporate an integral CSU DSU eliminating the need for an external unit The CSU function allows the trunk to be put in loop back mode for testing purposes This can be set manually using the monitor application or automatically from a Central Office sending a Line Loop Back LLB pattern The DSU function allows the T1 trunk to be shared between data and voice services 1P400 Office Quad Analog Trunk LS Card Provides four Analog trunk 2 wire interfaces loop start including support for caller 1D IP Office 2 1 Copyright 2004 Avaya Inc All rights reserved Page 34 Product Description 11th May 2004 Issue 11b 3 Platform Overview Internal Daughter Cards Internal Daughter Cards are fitted inside the base module of the 1P403 1P406 and 1P412 platforms 2 A LA 1P400 Office VC Module 2 5 10 20 30 The Voice Compression Module VCM is used for Voice over IP VoIP applications in the 1P401 1P403 1P406 and 1P412 control units on IP Office Small Office Edition systems VCM VolP channels are pre built Four VCM variants are available supporting 5 10 20 and 30 channels of compression

IP Office 2.1

Contents

Download Pdf Manuals

Related Search

Related Contents