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Avaya IP Office Product Description

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1. 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 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 ID 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 break 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 an
2. Entry level voicemail and auto attendant applications are available on a pre configured Avaya 64MB Flash memory card for use in one of the PCMCIA slots on the rear of Small Office Edition units This provides small locations with a effective embedded messaging solution without the need for an external PC No licence is required to enable embedded voicemail and or auto attendant The embedded voicemail supports up to 10 hours of compressed message storage The number of available voicemail ports to support simultaneous calls to voicemail is determined by the available number of voice compression channels up to a maximum of 10 Personalized greetings and PIN code access can be simply enabled for each mailbox by the mailbox users Inactivity timeout and return to operator options ensure efficient message handling Mailbox users can also access their mailboxes when out of office using a simple remote login sequence Up to four independent auto attendants can be configured on the platform The choice of which 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 number 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
3. IP Office s Phone Manager Pro can be configured to operate as an IP Softphone Phone Manager PC Softphone 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 Adam Furness E Andy vedde E David Spy DDI E Imerio Ballarini E Lewis Wajaron JE Mark Miter E Ainsley Reid E Gehrader Mandar E Dominic Ridley Mark Cosgrove E Matt Ashfield E Migel Olding E Richard Hil E Alex Poon TE Brad Trower Ej Andy Alexander E Dave Roberts E Graham Ferguson fE Graham Streit E John Tucker Merk Gibson E Matt Rogers IP E Peter Kratzel E Shaun Steger L 8 Kieran Begley E Mark Jaycocks Ej Michael WY PO F Phil Kyle E Sukhwant Bal E Andy Rawvll E Dave Robinson F lan Webber B Les Taylor E Mark Massingham E Michael W WGC E Phitppe du Fou Ej Terry Jones As with Phone Manager Pro the Phone Manager PC Softphone offers the same GUI interface for the user to take control of making and receiving telephone calls Phone Manager PC Softphone 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 up must include a headset microphone connected to the laptop s soundcard or USB port Phone Manager PC Softphone used as a wi
4. o oooococccncncncnnnnocoononcnnnnonnnnnrencnnononcn none n rn nennr nono nnn rra ren rare ren nn nnrnnenninranenas 39 P400 Office 508 MOdUl E coin E AAA AA A A Gansta EN VAS 40 P400 Office WAN cada ia tica tala 41 P400 Office Analog Trunk Titi A A Ode hanes 42 Tr nkinterace COS ai A A A AA a dadas 43 1P400 Office BRISCard mimio a vvead moots duhedancnband tenes en auechedee AEA oeisa satan chideancdeec earner 43 1P400 Office PRI Cards T1 EL ELR2 ccccccccccccccccccccccccccesceeeceeeceee cena ceeeceuaveuaceeaueaaueaaueaeeeaeueaeeeaeeuaseenanenanes 43 1P400 Office Quad Analog Trunk LS Cald cooooccccnnconcncnnnnnocnnnonononononononnnonoronnnnrnrornnorororonororononnonrrnrnnrnnnninns 43 internal Daughter Cards areri marine lod a td diana aaa ney 44 1P400 Office VC Module 2 5 10 20 30 cccccccccceccee cece eee e eee ee eee ee eee e eee AEE EE EES EAE E EAH ESEEE ESSE SESS SAGE SEES EE EEE Eda 44 IP400 Internal Modem Cardiaca 44 Az A sisssstensicntcacaccenncasccstsactendaccacsstastucesGensad cnddancedeuehs suaddccatentuscusuencacsucdsenagusdaasesaversndennae 45 introduction sto P Ofic Te Mia Siria a A tab ba 45 20D 1 DECT Cordless Hada ada bibi 46 AI NAO 47 A SS sas ae osc Se A E S AE T oad ei suas A 48 2420D Terminal aenertia aa AAA a a bare amauta a 49 3616 Executive Wireless PRONE su cir ia dd dad ora TESA 50 3626 Ruggedized Wireless POON o oooooocccccncnoncnnnnanonnnnnnnono EE rene ren rn n nr rara n
5. Product Description 4th May 2005 Issue 12t 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 ports POT During power fail analog trunk port 2 is connected to analog extension port 1 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 AVAYA IP Office Small Office Edition 3ANALOG 4 POTS 6 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 Eunctional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example E a WAN X21 V24 V35 Quad BRI trunks T1PRI trunk Comes with new back panel Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 23 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Office Small Offic
6. RFC1155 Structure and identification of management information for TCP IP based internets STD16 RFC1212 Concise MIB Definitions STD16 PSE 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 Rip RFC1058 Routing Information Protocol o RFC2453 RIP Version 2 STD56 Po RFCI722__ RIP Version 2 Protocol Applicability Statement STD57 PI RFC2402__ iP Authentication Header PS RFC2403_ The Use of HMAC MD5 96 within ESP and AH O PC RFC2404 The Use of HMAC SHA 1 96 within ESP and AH PL RFC2405_ The ESP DES CBC Cipher Algorithm with Explicit V o rrcas0 IP Encapsulation Security Payload ESP po RFC2407 The Internet IP Security Domain of Interpolation for ISAKMP PS RFC2408___ Internet Security Association and Key Management Protocol po rrcaw9 The Internet Key Exchange pC RFC2410 The NULL Encryption Algorithm and its Use with IPSec a rre IP Security Document Roadmap o O Layer Two Tunneling Protocol L2TP po RFC3193 Securing L2TP using IPSec S Header RFC2507 IP Header Compression IPHC Compression RFC2508 Compressing P UDP RTP Headers for Low Speed Serial Links IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 271 Product Description 4th May 2005 Issue 12t IP Office Product Description RFC2509 IP Header Compression over PPP DiffSe
7. WAN Port Module Status LAN Port Status LED s LED Connects to Control Unit Front Panel DC Power VP Socket OTE Port WAN Ports 1 3 Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 41 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 the 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 42 Product Description 4th May 2005 Issue 12t 3 Platform Overview Trunk I nterface Cards Trunk interface cards are rear mounted to provide flexible trunk connectivity for the 1P403 1P406 V1 V2 and 1P412 platforms The 1P403 1P406 V1 V2 and 1P412 all support two trunk interface cards Dual PRI cards can only be used with the 1P412 and Slot A of the 1P406 V2 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
8. hours calls or times when you just can t take calls IP Office provides voicemail and optional Auto Attendant services IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 89 Product Description 4th May 2005 Issue 12t IP Office Product Description Extension Features Feature Handset Compatibili 4406D 4412D 4424D 4602 4606 4612 4601 46xx 4624 6408D 6416D 6424D 2402 24xx POT CLI Absent Text Automatic Call Distribution Bridged Appearance 5601 56xx 5402 54xx POT Call Appearance Ca Caller Display ear Call Waiting onference Calls O ojl O ial Emergency ial On Pickup Hotline rectory Access FU w w istinctive Ringing Do Not Disturb Exceptions E911 Extension Password Change Follow Me Here Follow Me To Forward on Busy Forward on No Answer Forward to Specified Number Forward Unconditional IP Office 3 0 Product Description Copyright 2005 Avaya Inc All rights reserved Page 90 4th May 2005 Issue 12t 5 Telephony Functions amp Call Handling 4406D 4412D 4424D 4602 4606 4612 4601 46xx 4624 6408D 6416D 6424D 2402 24xx POT CLI 5601 56xx 5402 54xx POT Group In Out rane Paging ik Receive Ea Handsfree Speech ie Headset capability ea Hold a Hot Desking EN Hot Transfer EN Least Cost Route KA Line Appearance a Lock A Login Ea h Ez ES Ea a A n Message Message Waiting Light Monitor
9. IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 65 Product Description 4th May 2005 Issue 12t IP Office Product Description 5420 Terminal The 5420 supports the following features e Can only be used on the IP Office or Small Office these terminals will not function on any other Avaya communications equipment e High end feature set with productivity local call log and speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e Investment protection with downloadable firmware e Large screen 7 line x 29 character display e 24 Programmable call appearance feature keys arranged in 3 switchable display pages of 8 matching the 8 physical display buttons e Adjustable Desk Stand e Fully Global ready Icons used to indicate fixed button functionality e Large message waiting indicator e Headset jack e Hearing Aid Compatible e 9 Fixed feature keys below the display e 7 Display navigation keys 4 soft 3 fixed e Local language customization choice of languages for local phone menu e Eight Personalized Ring Patterns e Either desk or wall mountable e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 66 Product Description 4th May 2005 Issue 12t 4 Terminals 5601 I P Hardphone The 5601 supports the following features e Basic SLT single line tel
10. 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 The voicemail functionality is being enhanced in R3 0 a broadcast option provided This feature will alter the operation so that the message notification will only be turned off for each hunt group member when they retrieve the message Bridged Appearance A Bridged Appearance is a copy of one of another User s Call Appearances it can be used to make or receive calls on behalf of the owner of the Call Appearance An example of use boss secretary working so the secretary can screen the bosses calls Call A
11. 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 2005 Avaya 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 292 Product Description 4th May 2005 Issue 12t
12. 10 Per minute Requires 1MB per hours minimum minute IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 191 Product Description 4th May 2005 Issue 12t IP Office Product Description Features Embedded Voicemail Voicemail Voicemail Lite Pro CS AN CAN A Voicemail Ringback Internal only Internal only Internal external QS fe fs Message Waning Indios e fs fs gt arte message fs fs SS cS e a Forward to ae Mailboxes Sameer e e Call Back Sender CLI ANI internal only Remote Access to Mail Box A CAR CAE Known CLI ANI PIN Code Known CLI ANI PIN Code By Pass 0 Pass fon A a to Reception Internal CI Internal A SS amp external e Intuity mode only IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 192 Product Description 4th May 2005 Issue 12t 11 Voicemail e Remote access can be provided via the embedded Auto Attendant on the Small Office Edition In Queue Announcements Embedded Voicemail Voicemail Voicemail Lite Pro Queue Entry Announcement No Yes Exit Queue to alternative answer point Auto Attendant Audiotex Embedded Voicemail Voicemail Voicemail Lite Pro Multi Level Tree Structure No Yes Alarm Calls No Other Features Embedded Voicemail Voicemail Voicemail Lite Pro Forward Emails to External Systems VPIM Third Party Database Access IVR Text To Speech within call flows Support for Visual Basic Sc
13. 107 111 112 113 Support 12 13 32 47 57 58 60 67 68 69 79 103 104 105 107 111 112 113 115 122 146 152 216 259 260 Support Services 78 Supported P Office Systems 165 Supports dual PRI 12 Supra 85 Surfing Internet 32 Surfing 32 Suspend Call Waiting 96 Suspend Resume 96 Suspended 96 SVP 122 SVP Certified 122 SW 115 SW IP Hardphone 68 112 Switch OS Version 115 Switchable 48 60 65 66 69 70 107 113 114 Switching Play Advice 187 WAN 134 Switching 134 187 Symptoms Quality Problems 257 Symptoms 257 Sync 83 System 101 System Administration 188 System Administrator 202 System Bootstrap 115 System Features 12 System Requirements Conferencing Center 207 System Requirements 207 System Summary 218 System s 143 T T1 21 32 143 199 250 T1 Trunk 13 T1 E1 PRI 135 T1 PRI T1 199 Tabs 157 Talk indicating 52 86 Talk 52 86 Tannoy 98 TAPI 233 235 265 TAPI 2 1 263 TAPI 2 1 Functions Supported 263 TAPI Reserved Fields 265 TAPILink Lite 233 263 TAPILink Pro 233 TAPI WAV requires 233 TAPI WAV 233 Target 218 Target Graphical Summary 218 Target Member Duration 218 TCP IP 16 259 TCP IP Networking 155 163 Technology Overview 103 Teklogix 122 Telecommunication s 78 Telephone 103 Telephone Company 98 Telephone Cord 86 Telephone Devices 86 Telephone User Interface 179 Telephony 222 Telephony Functions 89 Telxon 122 Terminal 45 64 65 66 Term
14. 112 113 114 IP Office DS 47 48 52 64 65 66 IP Offices 136 Connects 16 47 48 52 57 58 60 64 65 66 67 68 69 70 98 104 105 107 111 112 113 114 136 Contact Activity 218 Contact Center Queuing 225 Contact Center Summary 218 Contact Centers 225 Contact Management 152 Contactable 78 ContactStore IP Office 187 ContactStore 187 188 Control voicemails 165 Control 165 Control Unit Conference Capabilities 199 Index Page 283 4th May 2005 Issue 12t IP Office Product Description Converged Voice Communications Solution 14 Convergence 235 Conversationsover 257 260 Cordless 82 Cost Reducing 230 Cost 230 Covered User s 98 CPE 144 CPU 188 CRC 129 Create 180 CRM 218 CRM application Small 218 CRM application 218 Crysta types 218 Crystal 218 Crystal Reports 12 216 218 Crystal Reports Training 218 Crystal Reports uses 218 Crystal Reports 218 Crystal Training World Wide Source 218 Crystal Training 218 CSV 213 218 CTI Benefits 230 implementing 230 CTI 230 233 CTI application 235 CTI Call Data Tagging 13 CTI DECT license Features available through 82 CTI DECT license 82 CTI interoperability levels 230 CTI interoperability 230 CTI Link Lite 230 CTI Link Pro 230 CTI middleware 230 CU 79 Custom Reports 216 218 Customer Contact 209 Customer Contact Center 209 Customer Relations Man
15. 9 pin DTE 12 A AA 167 Absent Text 92 Absent Text Message 136 AC 84 86 115 Access Point 21 122 Accessing IP VPN 134 Office LAN 32 Web Scheduler 202 Accessing 32 134 202 Account 150 152 Account Activity 218 Account Code Costing Log Outgoing 218 Account Code Costing Log 218 Account Code Log Outgoing 218 Account Code Log 218 Account Code Recording 187 Copyright 2005 Avaya Inc All rights reserved Account Codes 152 Account Codes 97 Account Service Report 218 ACM 13 Acquire Call 93 ACR 137 ACT 152 154 155 Adaptive Differential Pulse Code Modulation 86 Add Update Conference Participants 202 Adding Conferencing Center 202 Adding 13 202 Additional Information 31 Additionally Music On Hold 202 Address Domain Name Service 143 Address 143 Adjustable Desk Stand 47 48 64 65 66 ADPCM 86 ADSL 21 Advanced Call Flow 225 Advanced Developer 218 Agent Activity 218 Agent Activity Trace 218 Agent Callback Request 218 Agent Group 218 Agent Group Busy Status 218 Agent Group Graphical Summary 218 Agent Group Member Call Duration Report 218 Agent Group Member Duration 218 Agent Group Tabular 218 Agent Group Tabular Summary 218 Agent ndividual 218 Agent login 233 Agent logout 233 Agent Mode 152 154 Agent Tabular 218 Agents 218 224 Aid Compatible Hearing 58 60 65 66 67 68 69 70 105 107 111 112 113 114 Page 281 4th May 2005 Issue 1
16. Center 213 216 218 222 Compact Contact Center Version 12 218 Compact DECT 81 Compact DECT Control Unit 79 Compact DECT CU 79 Companding 86 Compared Service Providers based conferencing 197 Compared 197 Compliance Matrix 122 Compression Codec 258 Computer Integrated Telephony 11 Computer Telephony Integration 230 Conference 52 70 86 95 114 150 157 197 199 202 Conference Bridge 101 Conference Calling 94 Conference Center Please 207 Conference Control Display 154 Conference Held Calls 157 Conference Room 157 Conference Transfer 47 58 60 64 68 69 105 107 112 113 Conferencing Center adding 202 see 150 System Requirements 207 Conferencing Center 150 154 155 202 207 Conferencing Center application 202 207 Conferencing Center Reporting 202 Copyright 2005 Avaya Inc All rights reserved Conferencing Center Scheduler 202 207 Conferencing Center Server 207 Conferencing Center toolbar 150 Conferencing Center Web 202 207 Conferencing Center Web Client launch 207 Conferencing Center Web Client 202 207 Conferencing Center Web Scheduler 202 Configurations refer 45 Configurations 45 247 Configuring Least Cost Route 99 137 Configuring 99 137 Conforms Signaling 129 Conforms 129 Connected Line Identification Restriction 129 Connection oriented 134 Connects 3 5mm Audio 98 DS 52 IP Office 16 57 58 60 67 68 69 70 104 105 107 111
17. Emby 2004 Diaries Man 29 09 2003 16 21 22 KE SO IP Office CCC coc a a Walker Emih Emdy Note Essertial Maintenance 26 09 03 Thu 25 09 2003 15 46 2KB oul la Aa Walker Emite Emdy Stationary Wed 16 07 2003 16 41 2uB y 15532 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 Bgt Vie lod loose Hek NAT R 1392 John User Mon 3 Aug 1999 15 39 PM j Volume Ea OOsecs 6 3 secs i F Play Stop MM a Message Beginning End Position in Length message Rewind Fast Forward I ntegrated Messaging Pro user interface IP Office 3 0 Copyright 2005 Avaya Inc Al
18. 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 that 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 3 0 Copyright 2005 Avaya Inc All rights
19. Index Page 287 4th May 2005 Issue 12t IP Office Product Description MultiMedia Module Server Side Components 222 MultiMedia Module System Administration 222 Multi Media Summary 218 Multiple Speed 152 Multiple Speed Dial 154 Multiple Time Entries 101 Multipoint 103 Multipoint Connection Units 103 Mute 47 58 60 64 68 69 105 107 112 113 My Conference Template 202 My Profile 202 N N A 227 Name Calling 157 Name 157 Needing Power 103 Needing 103 Negotiate 115 Nero 188 Nero DVD 188 Network Assessment 260 Networked Administrator 227 Networks IP Office 134 Networks 134 218 New Client Application Deployment tool 12 New Interface Version 218 New Interface 218 New Internal Modem Card 12 New IP406 V2 Enhanced Platform 12 New Optional 12 New Phones 12 Night Service 97 99 100 Night Service Fallback 100 Night Service Group 97 Nmp 115 NmpSW 6 1 115 NmpSW 7 5 115 Nominal Watts 267 Non H 323 103 Non IP calling 250 Non IP 250 Non IP extension line call 32 Non IP extension line 32 North America 13 45 199 IP Office 3 0 Product Description North American 78 250 NOT 100 Not Disturb 94 Notes 157 218 Number 64 94 Calling 157 Calls 259 IP Office 129 voicemail 265 Number 94 129 157 259 265 Number Memory 86 Nylon Pouch 122 O OAI 122 Of Hours 179 Off Switch Call Inhibit 100 Office LAN accessing 32 Office LAN 32 Offline 150 Often helpd
20. Supervisor 115 1000W 115 100 240Vac 267 100M 143 100Mbps 115 10k 258 10M 143 10U 115 11 01t 122 11 21T 122 11 40t 122 115 VA input 267 115 VA 267 1151A1 A2 DC 115 1151B 115 1151B1 74 115 1151B2 115 115W 267 11Mbps 122 12 matching 70 114 128Kbps Link 259 13K 258 16kbps G 726 188 16VC 167 180 Display Telephones requiring 250 180 Display Telephones 250 19 inch 115 1Gb 163 1km 267 1MB 165 1Mbps 122 1Mbps Link 259 1st 179 1U 115 1W 4620 115 IW 115 2 2 5A 267 2 5mm 85 2 5mm DC 267 2 6Kg 5 8lbs 267 2 8GHz 207 2 8Kg 6 3lbs 267 2 9Kg 6 5lbs 267 2012D AC 115 2048Kbps 139 20DS 12 IP Office 3 0 Product Description 20DT DECT Cordless Handset 45 20 watt 115 21 party 199 235mm 9 3 267 24 button 70 114 2402 support 47 2402D 47 2402D Terminal 47 2410D 48 2410D Terminal 48 245mm 9 7 267 24 character 47 64 24Vdc Rating 267 24Vdc 267 24xx line 12 24xx 12 32 99 100 24xx 44xx 46xx 54 xx 56xx 64xx 155 255mm 10 0 267 256K 144 256Kbps Link 259 2A 267 2 line 47 52 64 86 2M including 143 2M 143 2Mbps Link 259 2nd 179 2 port 200 2 stage 99 2T 4A 21 2 wire 267 2x64 199 3 3 0Kg 6 7lbs 267 3 1Kg 6 94lbs 267 3 5Kg 7 8lbs 267 3 5mm Audio connect 98 3 5mm Audio 98 300m 79 300W 115 3214C 224 329A 115 353A 115 3606 present 218 3810 Support 13 3a 115 3 party 94 3rd 144 179 3rd Party TAPI Support 233 3 way 94 3 wire earthed 267 4 4 01 S2 122 40 C 267 400Mhz 16
21. amp Soft Phones 5601 I P Hardphone The 5601 supports the following features e Basic SLT single line telephone with no display e 2 Programmable feature keys e Message Waiting Indicator e 7 fixed feature buttons 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 Protocol SNMP 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 e Hearing Aid Compatible e Uses H 323 protocol e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 111 Product Description 4th May 2005 Issue 12t IP Office Product Description 5602 IP Hardphone The 5602 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e 2x24 Character based Eurofont display with 2 programmable feature keys e Message Waiting Indicator e Call Monitor Speaker not a speaker phone 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 Protocol SNMP e Hearing Aid Compatib
22. 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 is the engine that interfaces IP Office to CBC and associated applications there are no license requirements on the Delta Server itself just on the associated applications that run in conjunction with it 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 System All MI Presented 3 MM outgoing bie WM Answered GH outgoing ts gt Presented MM Outgoing 33 10 00 12 00 14 00 16 00 System AM MIA answered UI Presented WA outgoing o MI Aveileble Agents aii a nehe P P 000 Available Lines e ARERR jh vai aanas Calls Queued Last Alarm Calls Queuved 3 1 Calis Presented o Available Lines of o ml Calis Answered of o 8 Available agents o 0 calls Lost of o f calls Queued o Active Incoming Calls 0 Caller Patience seconds 0 Active Outgoing Calls 0 Longest Call Waiting 00 11 13 Connected Email Notification On Ect Ema wa 12
23. 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 IP Office 3 0 adds an additional alarm for Voicemail Pro and Embedded Voicemail For Embedded Voicemail the alarm state is triggered when the memory card is 90 full For Voicemail Pro the alarm level is configurable through the Voicemail Pro client The alarm is generated and sent by the IP Office control unit configured for SNMP 3 SNMPc Management Console i Oj x File Edit View Insert Manage Tools Config Window Help Me BO ale 21111919 elle rre 192 168 44 Y 192 168 44 255 Client I snme IP_Office_403 192 166 44 255 92 165 44 IP_Office_403 For Help press F1 localhost Administrator Supervisor h IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 244 Product Description 4th May 2005 Issue 12t 14 Common Management Utilities 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 appl
24. 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 MultiMedia Module System Administration 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 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 e 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 outbound Proactive Campaign Lists It furnishes the tools to create draft calling lists attach them to campaigns and run the campaigns IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 222 Product Description 4th May 2005 Issue 12t 13 The Contact Center MMM Client Side Components e 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 interfac
25. see Line Appearance Call Appearance Call Coverage As the features require a terminal with buttons and LED s or LCD displays the features are only supported on certain terminals in the vast range of endpoint devices supported on the IP Office Terminals that support the following features are e 44xx series e 64xx series e 46xx series except for 4601 e 24xx series e 56xx series except for 5601 e 54xx series 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 99 Product Description 4th May 2005 Issue 12t IP Office Product Description Line Appearance A Line Appearance is a representation of a line on the system the indicator tracks the activity on the Line Only external calls can be answered or made on Line Appearances All types of PSTN trunks Analog Primary Rate and Basic Rate can be assigned to Line Appearances IP trunks can NOT function with Line Appearances Maximum Call Length Allows the system to control the maximum duration of a call based on
26. speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e Adjustable Desk Stand either desk or wall mountable e Fully Global ready Icons used to indicate fixed button functionality e 2 line x 24 character display with 2 programmable call appearance feature keys e P Office offers only limited support for the 2402 The display on the 2402 is not supported on IP Office If full display functionality is needed Avaya recommends the 5402 e An additional 12 programmable feature keys can be accessed via the FEATURE key not suitable for call appearance features e Listen Only Speaker e 10 Fixed Feature Keys Conference Transfer Drop Redial Speaker Message Hold Mute Volume Up Down and Feature to access 12 additional dial pad features e The 5402 is Hearing Aid Compatible has a Message Waiting Indicator that flashes when ringing e Eight Personalized Ring Patterns e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 47 Product Description 4th May 2005 Issue 12t IP Office Product Description 2410D Terminal The 2410D supports the following features e Can be used with either the IP Office or the Avaya Communication Manager e High end feature set with local call log and speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e
27. 104 105 107 111 112 113 GAP 79 Gatekeepers 103 Gatewayed 14 103 250 GBIC 115 GE 115 GEN 115 General 267 Generic Access Profile supports 79 Generic Access Profile 79 Germany 154 Get Down My Link 259 Get From Using IP Office To Provide My Wide 258 Gigabit Ethernet 115 GoldMine 152 Goldmine 6 0 155 Governing Power 115 Governing 115 Graphical All Media 218 Greece 154 GREEN LED 115 Greetings amp Mailbox Navigation 167 Group Broadcast Messages 180 Group Members assigning 222 Group Members 222 Group Paging 98 Group Agent 227 Groups BLF 157 Groups 157 Gsp 115 Guest Phones 78 GUI 115 121 H H 323 support 103 H 323 103 136 260 H 323 Architecture 103 H 450 135 H323 136 Handset 52 86 Handset Dial By Name 95 Handset Liquid Crystal Display 52 86 Handsfree Pouch 122 Hard Disk Dependant 227 Head Office 94 Headset 70 114 Headset Option 85 Headset microphon e include 121 Headset microphon e 103 121 Healthcare 78 Hearing Aid Compatible 58 60 65 66 67 68 69 70 105 107 111 112 113 114 Hearing 58 60 65 66 67 68 69 70 105 107 111 112 113 114 Hearing Aid Compatible 47 64 Heat Dissipation 267 Held Calls Panel 157 Held Panel 157 Helpdesk 230 Historical Reporting 216 218 Hold 47 52 58 60 64 68 69 70 86 92 105 107 112 113 114 150 Hold Call Waiting 95 Hold Music 98 Holster Option 85 Home Office challenges 11 Home Office 11 Hospitali
28. 12 IP Office CTI Link use 230 IP Office CTI Link 230 IP Office Customer Management 218 IP Office DECT 79 IP Office DS Connects 47 48 52 64 65 66 IP Office DS 47 48 52 64 65 66 74 IP Office Interactive 60 107 IP Office Management Software 12 IP Office Management Utilities Introduction 237 IP Office Management Utilities 237 IP Office Manager 16 179 180 227 IP Office Manager application 187 IP Office Overview 31 IP Office Servers 31 IP Office Small Office Edition 167 IP Office SMDR 213 IP Office softphone 250 IP Office Supports 148 IP Office Terminals Introduction 45 IP Office Terminals 45 IP Office User 237 IP Office VolP 260 IP Office Wizards 16 IP Office s Directory 94 IP Office s LAN 134 IP Office s Onsite Mobility Solution 78 IP Office s PC 98 IP Office s Phone Manager application 165 IP Office s Phone Manager Pro 121 IP Office s WAN 134 IP PBX 103 IP Phones Paging 13 support 103 IP Phones 13 103 IP softphone 121 154 IP Softphone Used 121 IP Telephone Powering Alternatives 115 IP Telephones Deploying 115 Power Options 115 supporting 32 IP Telephones 32 115 122 IP Telephony design 103 Introduction 103 IP Telephony 103 115 155 IP Terminals Cable 115 IP Terminals 115 IP VPN Access 134 IP VPN 133 134 1P400 98 1P400 CBC RFA 213 1P400 iPhone Manager Pro RFA 40 250 1P400 iPhone Manager Pro RFA 50 250 1P400 Office 79 1P400 Office Anal
29. 135 Public Switched Telephone Network 260 PVCs 134 144 Q Q 931 135 136 QMAX Systems Limited 227 Qos support 260 QoS 14 115 121 122 260 QoS Options 57 58 60 67 68 69 104 105 107 111 112 113 QoS CoS 260 QSig 136 Quad BRI 32 Quality including 115 Service 122 257 Quality 115 122 257 Quality Problems Symptoms 257 IP Office 3 0 Product Description Quality Problems 257 Queue Announcements 165 225 Queue Handling 225 Queue Panel 157 Queuing Announcement s 216 Announcement s Within 225 played 101 Transferred Call 101 Queuing 101 154 216 225 Quick Charger 122 Quick disconnect 85 R R1 61 115 R1 72 115 R3 0 45 97 99 100 Radio handset 85 Radium 85 RAS 147 Rating 24Vdc 267 Rating 267 Real Time 216 Rear Panel 32 Reattempt 157 Receiving ARP 146 Hunt Group 94 Receiving 94 146 Rechargeable Battery 86 RECLAIM 93 Recording Services 187 Recordings 188 Redial 47 52 58 60 64 68 69 70 86 105 107 112 113 114 150 Redial Button 86 Reducing Costs 230 Reducing 230 Reducing reducing 230 Refer Appendix 11 CCC System Administrator 224 Configurations 45 Microsoft 207 Voicemail Pro 200 Refer 11 45 200 207 224 Relay On Off Pulse 96 Release 2 1 98 Remote Access Server 16 147 Remote Control 224 Remote LAN Access 11 Remote Management 227 Repeater Base Stations 79 Replaceable Antenna 85 Replaces MSP 1 115 Replaces 115 Replay 188
30. 267 PDF 218 PDQ 147 PDU called 115 PDU 115 PECs 115 Pentium 207 Pentium 400 MHz 121 Perform Hot Transfer 95 Perform 95 Permanent Virtual Circuits use 144 Permanent Virtual Circuits 134 144 Personal Assistant 92 Persona Distribution Lists 152 154 180 Personal Fax Numbers 101 Persona Productivity 150 Personalization 152 Personalized Ring Patterns 47 48 64 65 66 Phone 101 115 Phone 16 Module 267 Phone 30 Module 267 Phone Manager 92 93 94 95 97 98 100 150 202 207 Phone Manager application run 152 Phone Manager application 92 93 94 95 152 Phone Manager application and or 168 Phone Manager Conferencing Center Integration 207 Phone Manager Feature Comparison 154 Phone Manager Lite 150 152 154 250 Phone Manager Lite Pro 155 Phone Manager PC Softphone 103 121 155 250 Phone Manager Pro 96 121 152 154 155 Phone Manager System Requirements 155 PhoneManager Pro 180 Phones Supported 115 Physical logical 260 Pilot 218 ot Call Duration 18 ot Distribution 18 ot Response 218 ot Routing 218 ot Summary Incoming 218 Pilot Summary 218 PIN display 100 enter 100 VIININ Copyright 2005 Avaya Inc All rights reserved includes 100 prompted 165 PIN 13 100 165 168 200 202 PIN Restricted Calling 100 Play Out 100 Queue 101 Play 100 101 Play Advice switching 187 Play Advice 187 POE 103 includes 115 POE 103 115 Point Compression Micr
31. 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 external license key server for licensed application P 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 IP OFFICE SMALL OFFI CE Analog Trunks Analog EDITION Extensions Channels praavo A amavon i f i areanvaps averr a a 3 _ amamen e a i e Not available in all territories check for availability e During power fail A
32. 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 code for a user collecting their voicemail messages from a mobile The trusted location is also the location the Voicemail Server will call to inform the user of a new message Conversely a specified location can be set which restricts remote access from only that location this specified location can also be a designated dial back number thereby minimizing the threat of unauthorized remote access IP Office systems can also incorporate remote access dial back services so that if a user always remotely accesses the office from a single location e g their home then after 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 3 0 Copyright 2005 Avaya Inc A
33. Allocation Control Protocol 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 145 Product Description 4th May 2005 Issue 12t 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 ad
34. 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 to the IP Office Optional Integrated Ethernet Repeater Hub for pass through connection of a PC via the phone Hearing Aid compatible Microsoft NetMeeting compatible 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 Connects to IP Office via the LAN Copyright 2005 Avaya Inc All rights reserved Page 59 Product Description 4th May 2005 Issue 12t IP Office Product Description 4610 IP Hardphone The 4610SW supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e Message Waiting Indicator e Full duplex speaker phone e Built in headset jack e Multiple language support built in English French Italian Spanish KataKana e 8 Personalized ring patterns 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 Protocol SNMP e Hearing Aid Compatible e Microsoft NetMeeting Compatible e P Address Assignment DHCP Client or Statically Configured e Downloadable firmware for future
35. Group Summary VM Call Flow Monitor by Call Flow Name VM Call Flow Monitor by Topic VM Call Flow Monitor VM Summary Proactive Report By Agent Proactive Report By Campaign Incoming Calls By Target Group Plus 3 custom reports Plus 7 MS CRM Reports Page 218 4th May 2005 Issue 12t 13 The Contact Center Report Scheduler New nterface for Version 5 Report Scheduler allows reports to be scheduled to run at a specified date and time or repeated at defined intervals Supervisors can schedule reports to be delivered to various places within the contact center Reports can also be delivered to multiple recipients via email in the following formats PDF CSV XLS RTF RPT and Word format Reports can even be scheduled for delivery to multiple printers within the network at the same time Custom Reporting Crystal Reports New for CCC Version 5 Custom Reporting allows the business to create site defined reports or modify and change standard reports providing total flexibility in the presentation of traffic and agent information This capability is aimed at the contact center manager who requires a greater degree of flexibility to allow better informed decisions Compact Contact Center version 5 has now uses Crystal Reports as its reporting engine This provides a much simpler experience for the user as now all reports are available over a thin client interface no longer forcing the installation of large software components on a
36. Hardphone The 4610SW supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e Message Waiting Indicator e Full duplex speaker phone e Built in headset jack e Multiple language support built in English French Italian Spanish KataKana e 8 Personalized ring patterns 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 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 e 5 x 29 character 168 x 80 pixel 4 grayscale display e 24 Programmable call appearance feature keys arranged in 4 switchable display pages of 6 matching the 6 physical display buttons e P Office Interactive menus can be invoked from appropriately programmed DSS keys and these menus will utilize the 6 programmable feature keys and the Exit fixed function key e Connects to IP Office via the LAN e Second full duplex 10 100 BaseT Ethernet Switched ports for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all
37. Library 188 Voice Terminals 83 Voicemail calls 93 comment 168 distribute 180 diverted 93 1P406 V2 167 Number 265 routed 179 Voicemail 11 12 21 89 93 94 97 99 100 101 150 152 154 157 165 167 168 179 180 225 265 267 IP Office 3 0 Product Description Voicemai application end 165 Voicemai application 165 168 Voicemail Breakout 167 Voicemail email 265 Voicemail Feature Comparison See 167 Voicemail Feature Comparison 167 Voicemail Lite dialing 168 Voicemail Lite 165 168 Voicemail Message Waiting Indication 82 Voicemail Ports 187 Voicemail Pro part 186 refer 200 requires 200 Voicemail Pro 13 32 92 95 96 98 136 152 157 165 179 180 186 187 188 200 202 207 225 Voicemail Pro 2 1 13 Voicemail Pro 3 0 12 Voicemail Pro application 225 Voicemail Pro Manager 225 Voicemail Pro Networked Messaging 13 165 180 Voicemail Pro Release 1 3 200 Voicemail Pro Requirements 200 VoiceMail System 188 VoiceMailCollect 167 Voicemails control 165 Voicemails 150 165 168 Voicepackets prioritization 259 Voicepackets 259 VoIP deploying 135 limit 259 requires 155 VoIP 21 78 122 133 134 135 137 152 154 155 257 259 260 VolP across Public Network 135 VolP across 135 Volts Alternating Current 115 Volume 58 60 68 69 105 107 112 113 Volume Up 47 64 Volume Up Down 70 114 VPIM 13 VPN 13 103 WwW Wall Mount
38. NOW going to sel up what happens to calls when users press a particular key on their dialpad when they have reached the Automated Attendant For each button below select an option nA Transfer To Extension Robin Foster 204 atc Moming Menu Promptis 2 8 Automated Attendant 2 EQ wizardAA Drect Extension Transtes System Primary Language Schedule Information ay RemoteCalFlowiwizard A Morning Schedule oer Direct Extension Transfer E Secondary Language D Aft Schedule 5 Afternoon Schedule T Transfer To Hunt Group Hunt Group300 300 a FemoleCalFlow winardBA Afternoon Menu Night Schedule _ n m OS 9 Night Menu ms 1 Holiday Schedule 49 Holiday Menu uyo Play Announcement File directions way Whatis the Timeout and Dial O Actions SubMenus Repeat Menu Pro destination for agen m timeouts Leave Message in mailbox Sue Smith 203 mi Dial 0 treatment is same as Tuy Repeat Menu Promet wizard44 Menu 0 timeout 8 4 The selector code actions are listed above Click on the picture to change the action If this is a top level menu digts that are the first number in an Extension or Hunt Group number are automatically configured and cannot be changed The Wizard has three versions IP Office Small Office Edition Wizard IP Office Installation and Maintenance Wizard and Moves Adds and Changes Wizard The IP Office
39. The 1P406 V2 Office is the new 406 hardware The P406 V2 Office base unit is 19 rack mountable and supports as standard e Eight Digital Station DS ports for supported 24xx 44xx 54xx and 64xx Series phones plus 3810 and 9040 e Two Analog telephone ports e Eight 10 100 Mbps LAN Switched ports layer 2 e Support for optional embedded voicemail auto attendant Compact Flash card e 9 pin DTE Port for maintenance or serial dongle connection for PC less licensing 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 40 Data channels Maximum 20 useable for Voicemail Pro 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 1P406 V2 Office can be ordered in four trunk configurations Quad BRI single dual PRI T1 single dual 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 availab
40. 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 161 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Office directory and Microsoft Outlook contacts Secondly the operator is able to configure which fields will be displayed for each individual directory entry 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 162 Product Description 4th May 2005 Issue 12
41. 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 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 279 Product Description 4th May 2005 Issue 12t Index o 0 4km 267 0 5km 267 0 5mm 267 0 7km 267 1 1 10t 122 1 2Kg 2 6lbs 267 1 5A 267 1 875A 267 1 8A 267 10 100BaseT 115 10 100Base T 115 10 100BaseTX Ethernet 115 100 provide 103 1000BaseX
42. V1 only on the new 1P406 V2 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 44 Product Description 4th May 2005 Issue 12t 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 With release 3 0 Avaya is releasing a brand new series of terminal designed for exclusive use with the IP Office These terminals will be sold worldwide in every country that the IP Office is available This terminal range consists of both digital and IP terminals The newest range of IP Office worldwide digital phones The newest range of IP Office worldwide IP phones e 5402 Terminal e 5601 IP Hardphone e 5410 Terminal e 5602 IP Hardphone e 5420 Terminal e 5602SW IP Hardphone e 5610 IP Hardphone e 5620 IP Hardphone In addition to the range of terminals above the IP Office supports a wide range of dedicated digital phones Some of these phones are only available in certain geographical regions North America and CALA EMEA and APAC e 4406D Terminal e 20DT DECT Cordless Handset e 4412D
43. Wiring closet switch 115 Wiring 115 Within SoftConsole 157 WLAN 115 Word 218 Workforce 227 Workforce Management Interface 216 227 Workgroups 218 World Rest 199 World 199 World Wide Source Crystal Training 218 World Wide Source 218 Worst Case 115 Wrap Up 152 Write DVD 188 Write 188 WS C4006 Software 115 WS C6509 Software 115 WS CAC 1300W 115 WS X4148 RJ 45V 115 WS X6348 RJ 45V 115 Www avaya com s upport 86 Xx X 1P400 Office Digital Station 30 Module 250 X 21 139 143 X 21 V35 WAN 32 X 25 144 147 X21 21 XDSL 143 XLS 218 XM24 74 XM24 Unit 45 XP Professional PC 165 Y Y 265 YELLOW LED 115 Z Zip Code Postal Code 218 Page 291 4th May 2005 Issue 12t Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others 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
44. a single 3 way conference e The IP403 and 1P406 V1 V2 systems can support one conference of 64 calls or multiple conferences of up to 64 parties e g 21 conferences of 3 calls each e The1P412 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 1P401 supports a single 3 way conference 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 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 t
45. a speaker phone e G 711 G 729a B Voice CODECs e QoS Options of UDP Port Selection DiffServ and 802 1p B VLAN e 10 100 BaseT Ethernet port for connection to the IP Office e Support 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 e Connects to IP Office via the LAN The 4602SW includes all of the above features plus an integrated Ethernet switch for PC connection e Second full duplex 10 100 BaseT Ethernet port for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 58 Product Description 4th May 2005 Issue 12t 4 Terminals 4606 IP Hardphone Though the IP Office still supports the 4606 Avaya no longer sells this phone Customers are encouraged to use the 4610 or 5610 with the IP Office The 4606 supports the following features IP Office 3 0 6 Programmable call appearance feature keys with twin lamps 8 Fixed Feature Keys Speaker Mute Hold Volume Up Down Conference Transfer Redial 2 x 16 Character Display Message Waiting Indicator Full Duplex Speakerphone with Echo
46. and system are compatible The Interquartz Gemini range offers a whole host of benefits to business users and home workers including Caller ID hands free and headset compatibility and are built to the highest standards using high impact plastic casing double injection moulded buttons and non slip rubber feet The Gemini phones offer good value for money without compromising on quality Their stylish new design and rugged build quality are sure to make it a popular choice for buyers on a limited budget For information contact Interquartz at avaya enquiries interquartz co uk Key Features are e Basic telephone 9330 AV e Visual Message Waiting Indication e Locking mute button with LED indicator e Last number redial e Recall button e Ringer volume adjust e Ringer indicator light e Wall mountable no additional bracket required e Hearing aid compatible e CLI Feature phone 9335 AV e All features of 9330 AV e Caller ID with 80 memories shows date time new repeat answered unanswered calls e Large 3 line LCD display e 100 name and number personal directory e 20 lockable direct access memories e Full hands free working e Headset port e Data port e Switchable Time Break Recall 100 200 300 600 ms e Call timer e Alphanumeric keypad e Last number redial with 5 memories IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 77 Product Description 4th May 2005 Issue 12t IP Office Product Desc
47. both a server license and client licenses for each user Phone Manager was tested against LCS 2003 and 2005 No license is required in the IP Office IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 155 Product Description 4th May 2005 Issue 12t 10 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 Current Call Information Directory Information Call Information Calling Name Extn786 ame Nt mber Calling Number 786 Called Name Extn404 Called Number 404 Call Status Alerting Incoming Duration 00 00 From xtn404 404 Extn403 403 00 00 Automated Extn201 Extn202 Sales i err E rol Queue Panel a Held Calls Panel Park Slot Panel status Bar ias SoftConsole has been designed to be easy to use whilst offering a look and feel which will appeal to experienced and novice operators alike break IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 157 Product De
48. can be used with Avaya supplied memory cards on the IP Office Small Offic Edition and the IP406V2 On the Small Office Edition it uses voice compression channels 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 165 Product Description 4th May 2005 Issue 12t IP Office Product Description Feature Summary For further details refer to Voicemail Feature Comparison at the end of this section Embedded Voicemail Voicemail pro Voicemail Lite Supported IP Office Small Office and 1P406 V2 PC Based All IP Office systems Systems Mailboxes Not limited Message Storage Capacity Small Office up to 10 hours 1MB per minute up to hard disk capacity 1P406V2 up to 15 hours Maximum Simultaneous Small Office VCC3 3 4 Max Requires licenses Calls Small Office VCC16 10 Small Office 10 1P406 V2 4 1P403 10 1P406 V1 V2 20 1P412 30 Centralized operation No No Yes Queue Announcements No Yes Yes Auto Attendant Yes No Yes Call Recording No No Yes Intuity Emulation No No Yes IP Office 3 0 Copyright 2005 Avaya Inc All ri
49. 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 207 Product Description 4th May 2005 Issue 12t 13 The Contact Center 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 formal 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 Compact Business Center IP Office Compact Business Center is an entry level management tool for small customer facing departments typically handling anywhere from 2 to 15 agents It provides graphs on real time and historical information up to 31 days for up to three groups It provides information on key performance indicators of the business lost calls trunks free agents free and queuing time IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 209 Product Description 4th May 2005 Issue 12t
50. eee al iain ae Se PA a 228 Compact Business Center CBC cccecceccsssececeeeeeeeee nee eeeeeeeeeeeeeeeeeeeeeeeseeeeeeeeeeeeeeseeeeeeeseaeeeeeauaeeeesesaaaseges 228 Customer Contact Center EC lis ndle ea 229 Computer Telephony Integrati Nisani a a Ment naa a a E a a 230 Computer Telephony Integration ooocicccnnnnccoconoccncnnnnnnnnnnnnononnnnononononnrrnncnnnnnnon ener nrnennnnnnnnnnnrrencnrinncananenes 230 Mhe Benefits of CT resin rt a e E aaa de ia A a a AA Manica a a 230 Target Customers Q Markets o ista En 231 Computer Telephony Integration with IP Office 2 D ooooo ooononcccocicinnnnnnnnnncnncnnnnononnnnnnnnnnnnnnnnnnnncancncnnannnnnnnns 232 TAPI Link Lite 1st Party TAPI SUpport oononcciccnnicnnnncccoccnnoninononinonncnnnnononnnnnnnrnncnnnnnnnnnnnnnnrnnnrrnnnnrnnenacacanino 233 TAPILink Pro 3rd Party TAPI SUPPOIt neers 233 Support for Develo pers aiii A E awed eet adelante 234 Microsoft CRM It rato enana a oe cep aden teaansdeeay vane AE a AAA AAA teed AA A AAAA haa AAAA AENEA 235 14 Common Management Utilities occcoconcconnnnnnancnenancnonannnnnnnccnnnn coca nrrnnnn mnnn na 237 Introduction to IP Office Management Utilities ooonnnnnnnnn aanocnicccnnn nono nonnonancnnn nono non crono ncn nono n nn crrnnnnan EEEE EEEE 237 PLOMO A E A ead eed aa iris 238 Installation and Administration WiZard ooononccnnnnncononinnccnnnnnnnnnoncononcnnnnonon nn nn rnnnnnnnnnn nan nrnnnnnr rn nn EAEE AAKE 239 importing Sys
51. 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 locations 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 197 Product Description 4th May 2005 Issue 12t 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 p
52. in your company MultiMedia Module Server Side Components e Server Server consists of two parts One is Service 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 email 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 telephone email chat and Web callback contacts e g
53. 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 e 3rd Party Integration IP Office 3 0 Workforce Management I nterface Compact Contact Center works with a number of workforce rostering packages including Blue Pumpkin and Qmax This module enables the interoperability of these packages with CCC Microsoft TAPI Integration By utilizing either the 1st party or 3rd party TAPI support on IP Office you are enabling your business to speak to a wide range of supported software packages e g ACT Goldmine that increase the productivity of your agents and the profitability of your contact center Copyright 2005 Avaya Inc All rights reserved Page 211 Product Description 4th May 2005 Issue 12t IP Office Product Description Compact Contact Center Overview IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 212 Product Description 4th May 2005 Issue 12t 13 The Contact Center Compact Business Center Compact Business Center Compact Business Center is enabled by a license key 1P400 CBC RFA and provides real time and historical
54. 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 VolP 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 a public unmanaged IP VPN where service levels cannot be guaranteed by the provider IP Office 3 0 Copyr
55. 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 reflects where the call has come from internal or external or why the called party is unable to take the call A mailbox user can configure the responses 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 1st 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 179 Product Description 4th May 2005 Issue 12t IP Off
56. 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 130 Product Description 4th May 2005 Issue 12t 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 ElA 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 all territories Ground Start trunks are available as a stackable 16 port module See Section 2 for de
57. 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 primary 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 and on slot A of the 1P406 V2 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 only including support for caller 1D Ground start analog trunks are supported via the IP Office Analog Trunk 16 Expansion Module IP Office 3 0 Copyright
58. option e Voice recording libraries e Third party Fax server support IP Office Conferencing Center e Local address book e Web site install of software outside company firewall e Save settings into conference template Compact Contact Center Version 5 e Report integration with MS CRM e Reporting now uses Crystal Reports for ease of customization e Increased capacity e Up to 75 multi media and telephony agents e Up to 20 supervisors IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 12 Product Description 4th May 2005 Issue 12t 1 Introduction What Was New in IP Office 2 1 For those already familiar with IP Office this page lists the new features introduced in IP Office 3 0 This is not a exhaustive list it covers just the major changes IP Office Core 2 1 Software Validated software upgrade option allows remote upgrades Full merge capability for all user and hunt group settings 1P403 can now support all trunk types analog BRI PRI in both slots e The restriction that Slot B must be used first has also been removed but is still recommended for status LED interaction Integral CSU on T1 trunk modules T1 Trunk module for the Small Office Edition Wizard enhancements including Moves Adds and Changes wizard PIN account code restricted dialing based on number dialed Paging to IP Phones VPN support using IPSEC and L2TP Support for 3810 wireless phone North America only
59. or IPO LIC 1P400 3rd PARTY TTS SPPRT RFA 1 Each license purchased provides a single use of a TTS engine 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 installat
60. 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 Office as they have been engineered to minimize delay jitter and packet loss How Do Minimize Distortion 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 WAN 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 da
61. reserved Page 96 Product Description 4th May 2005 Issue 12t 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 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
62. rights reserved Page 261 Product Description 4th May 2005 Issue 12t 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 LineDeallocateCall e LineDial e LineDrop e LineGetAddressCaps e LineGetAddressl D e LineGetAddressStatus e LineGetAppPriority e LineGetCalll nfo e LineGetCallStatus e LineGetDevCaps e LineGetlD e LineHandoff e LineHold e LinelnitialiseEx e LineMakeCall e LineNegotiateTAPIVersion 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 263 Product Description 4th May 2005 Issue 12t 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 Se
63. 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 handset 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 Ring
64. supervisor s desktop This change has allowed CCC to modify how custom reports can be presented to a site Out of the box all sites with CCC version 5 now have the ability to create 3 custom reports for their business in effect the CCC is delivering 3 free custom reports to a small business For sites that desire to have more than 3 custom reports a design license IPO 400 CCC Designer RFA is required Designing Reports Using Crystal Reports One key difference with CCC version 5 from previous versions is the fact that the report designer software will no longer be carried by Avaya The Designer license will still be utilized to allow customers to design three or more custom reports The implementation is designed to work with any Crystal Reports software package using Crystal version 9 Crystal Reports is available in four different editions to meet the needs of application developers IT professionals and business users The following is an overview of the types of Crystal products that can be used Application Development Solutions e Advanced Developer Web development and deployment bundle for integrating and deploying dynamic report creation and viewing capabilities into web applications e Developer Edition For integrating report viewing printing and exporting capabilities into applications Report Design Solutions e Professional Edition For report creation and maintenance based on a large variety2 of data source
65. supply is a desktop single output 48 volt DC 20 watt power supply with battery holdover The power supply can operate within a wide range of AC input voltages 90 264 VAC 47 63 Hz When AC power fails the battery will provide 15 minutes of holdover at full load 20 watts or 8 hours at light load 2 watts The 1151B2 power unit has two LED s a green LED that shows the unit has power on the PHONE jack pins 7 amp 8 when AC power is applied A YELLOW LED that shows the unit is charging the battery when illuminated The yellow LED is off when the battery is fully charged The GREEN LED blinking indicates the unit is running on battery power This item is available in three different PEC codes as follows a 1151B2 power supply material code 700237019 b 1151B2 with a CAT 5 Cable for IP Terminals material code 177086 c 1151B2 with a CAT 3 Cable for DCP Terminals material code 177087 1151B2 power supply with battery backup IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 115 Product Description 4th May 2005 Issue 12t IP Office Product Description Avaya Mid Span Power Distribution Units The Avaya Mid Span Power Distribution Units These are power devices specially designed for P telephony providing power over Ethernet PoE for up to 24 IP telephones or wireless LAN WLAN access points The Mid Span Power units are designed to mount in a 19 inch rack with the data equipment or they can be stacked up to four u
66. 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 Intrude 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 Park 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 b
67. 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 Embedded Voicemail with Auto Attendant P406 V2 and Small Office Edition only e Voicemail Pro Networked Messaging with other voicemail systems e Centralized I ntuity Audix Modular Messaging Voicemail 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 2000 2003 or XP Professional PC Communication between IP Office and this Voicemail server is via IP 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 an all in one box solution then Embedded Voicemail is the preferred option It
68. 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 Also with IP hardphones there is need for Power over Ethernet POE or midspan power to be provided to the phones a list of Avaya approved POE options is available at the end of this section 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 the brains of the system dealing with call distribution call control and the management of r
69. times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 107 Product Description 4th May 2005 Issue 12t IP Office Product Description 4612 IP Hardphone Though the IP Office still supports the 4612 Avaya no longer sells this phone Customers are encouraged to use the 4610 or 5610 with the IP Office The 4612 supports all of the features of the 4606 with the following differences e 12 Programmable call appearance feature keys with twin lamps e 4 Display Navigation Keys right of the display Menu Previous Next amp Exit e 4 Display Soft Keys below the Display e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e 2 x24 Character Display e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 108 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones 4620 4620SW IP Hardphone The 4620 supports the following e 24 Programmable call appearance feature keys arranged in 2 switchable display pages of 12 matching the 12 physical display buttons e Automatically labeled from the system no paper labels e 11 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Conference Transfer Hold Redial and Drop e Large graphical gray scale display 168 x 132 pixels e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Full
70. to take advantage of alternative tariffs at off peak periods Switching to this fallback service can also be controlled manually by dialing a secure short code from a handset This can be particularly useful in allowing quick restoration of service in the event of an ISP failure 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 144 Product Description 4th May 2005 Issue 12t 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
71. 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 o eee d Extemal A A Antenna A E lt vp to 1Km line of sight B y Base Station A Compact DECT control Unit and Repeater Base Stations IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 80 Product Description 4th May 2005 Issue 12t 4 Terminals DECT Control Unit The compact DECT solution 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
72. to the original connected party The feature is enabled or disabled on a per user basis through the Manager application IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 94 Product Description 4th May 2005 Issue 12t 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 for 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 regardin
73. upgrades e Wall Mountable with included desk wall mount stand e Avaya Grey Color for all markets e 5 x 29 character 168 x 80 pixel 4 grayscale display e 24 Programmable call appearance feature keys arranged in 4 switchable display pages of 6 matching the 6 physical display buttons e P Office Interactive menus can be invoked from appropriately programmed DSS keys and these menus will utilize the 6 programmable feature keys and the Exit fixed function key e Connects to IP Office via the LAN e Second full duplex 10 100 BaseT Ethernet Switched ports for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 60 Product Description 4th May 2005 Issue 12t 4 Terminals 4612 IP Hardphone Though the IP Office still supports the 4612 Avaya no longer sells this phone Customers are encouraged to use the 4610 or 5610 with the IP Office The 4612 supports all of the features of the 4606 with the following differences e 12 Programmable call appearance feature keys with twin lamps e 4 Display Navigation Keys right of the display Menu Previous Next amp Exit e 4 Display Soft Keys below the Display e 8 Fixed Feature Keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e 2 x24 Character Display e Connects to IP Office vi
74. used in very small networks lt 5 sites with less than 500 extensions With node numbering schemes each site is given a node ID and this is prefixed by the user when dialing extensions at other sites In this way extension numbers can be replicated across sites 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 ODO Linked Numbering Scheme Mr 500 4XXXX My 502 4XXXX 503 4XXXX Node Numbering Scheme IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 138 Product Description 4th May 2005 Issue 12t 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 1P403 and P406 V1 platforms incorporate an integral 8 port Ethernet hub The 1P406 supports an 8 port Layer 2 Ethernet switch The Small Office Edition supports a 4 port Layer 2 ethernet switch with a fifth Ethernet port as a Layer 3 switch The 1P406 V2 support a 2 port Layer 3 Ethernet Switching When computers communicate they do not
75. 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 more 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 Description Short code Material code Wireless Keyboard Remote Control 5340 905 700289564 IP 400 CCC Wallboard 4 RFA Not Applicable 176196 License key required supporting 4 wallboards PC Wallboard The PC Wallboard delivers traditional wallboard functionality to the contact center manager and contact center agent s desktop but 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 Supervisors can provide one template for all users in order to standardize the view that agents obtain when starting 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
76. 0 Multilayer Modular Switch The C460 can provide power to up to 196 IP phones The Avaya C460 features a compact modular six slot chassis with the following main characteristics e Four I O slots and two Supervisor slots e Fully redundant architecture including switching fabric supervisor modules and PSUs e Power over Ethernet PoE support with the FE ports e High density up to 192 FE PoE ports and 48 GE ports e Fabric switching throughput of 64Gbps at Layer 2 and 48Mpps routing at Layer 3 e Policy and QoS mechanisms e Full router functionality e Wire speed Layer 3 forwarding on all ports e Optimal use of physical chassis size 10U e 300W or 1000W for PoE support power supplies The C460 full redundancy supervisor and fabric power supply link and port interfaces router processor and fans high port density and powerful Layer 2 and Layer 3 wire speed switching engine make it suitable for robust network infrastructure The C460 offers advanced management and monitoring capabilities using complete GUI tools including the SMON and Any layer SMON applications based on the Avaya Integrated Management suite C460 s available I O modules e 48 10 100 PoE port Inline Power module IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 116 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones e 48 10 100 PoE port Inline Power 2 GBIC SFP Gigabit Ethernet port module e 12 GBIC SFP po
77. 0 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 Avaya IP Office Public or Private Network IP Office Avaya YoiceMail Pro Server Leaves message for ext 3000 Intuity A Audix IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 171 Product Description 4th May 2005 Issue 12t 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
78. 03 43 111304 Compact Business Center Example IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 213 Product Description 4th May 2005 Issue 12t IP Office Product Description CBC Real Time Information In order to define the real time graphs the user may select 3 variables of their choice The following variables are available e Total Calls Presented e Total Calls Answered e Total Calls Lost e Total Outgoing Answered e Number of available Logged on agents e Trunk Utilization e Calls waiting e 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 insight into the balance between agent resource availability and call traffic load e 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
79. 1 Gsp version 6 1 1 0 Nmp version 6 1 1 e Inline Power Module Model WS X4148 RJ 45V HW version 1 5 e Power Module options 12 watts per port e 10 100 1000 Ethernet Model WS X4232 GB R HW version 2 3 e Voice Gateway Model WS X4604 GWY HW version 1 8 e Setup tested 24 x IP 4620 SW version R1 72 6 x IP 4602 SW version R1 61 e Phones Supported Up to 24 x IP 4620 or a mix of up to 24 x IP 4620 IP 4602 and IP 4602SW Avaya IP Phone Adapter IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 118 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones Summary IP Telephone Powering Alternatives 4601 4602 4602SW 4606 4612 and 4624 GEN 1 4606 4612 4624 4610SW 4620 and 4620SW POE standards based i i No Power Brick Provided with telephone 4601 4602 4602SW 4606 4612 4624 4610SW 4620 Class 4620SW 5601 5602 5602SW Class 0 5610 Class 3 5620 Class Class 2 wose 45 f5 Typical is measured off hook sample size 1 Worst Case is analytical Except the 4601 4602 5601 and 5602 all telephones had a PC attached at 100Mbps The EU24 adds less than 1W to the 4620 4620SW and 5620 numbers IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 119 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Softphone Phone Manager PC Softphone IP Office s Phone Manager Pro can be configured to operat
80. 107 111 112 113 Unique computer generated Conference ID 202 Unique PIN 202 Unit 45 Unit Dimensions 267 Unread User 157 Unsecured 143 Upgradeable 122 UPS 31 115 267 URL 202 USA 98 USB 121 147 Use Crystal Reports 218 DVD 188 IP Office CTI Link 230 Passwords 95 Permanent Virtual Circuits 144 Point to Point Protocol 139 WAV file 98 waveform 188 Use 95 98 139 144 188 218 230 User 92 94 95 97 157 User Installation Guide 86 User Agents 86 User Recording 187 User s Call Appearances 97 User s Call Appearance 97 Users Locale 265 Users departments 101 Users 154 Uses H 323 67 68 70 111 112 114 Using IP Office 258 V V 24 143 V 35 139 143 V 90 32 V1 Only 143 V222 122 V24 79 143 V35 21 143 V5 0 188 Page 290 4th May 2005 Issue 12t V6 02 122 VAC 115 Variety2 218 VCM 32 259 VCM 20 199 VCM30 12 VCN 202 Version New Interface 218 Version 218 Via RAS 227 Vibrator Alert 86 Video 103 VLAN 57 58 60 67 68 69 104 105 107 111 112 113 VM 97 VM Call Flow Monitor 218 VM Summary 218 Voice implementing 103 Voice 21 103 129 133 134 257 259 260 Voice Call 99 Voice Compression Module 32 259 Voice Conferencing Notification 202 Voice Gateway 115 Voice Mail 16 58 60 68 69 82 105 107 112 113 Voice Mail Pro 216 Voice Over IP 21 Voice Over IP Channels 21 Voice Quality 86 Voice Recording 187 Voice Recording
81. 2005 Avaya Inc All rights reserved Page 43 Product Description 4th May 2005 Issue 12t IP Office Product Description Internal Daughter Cards Internal Daughter Cards are fitted inside the base module of the 1P403 1P406 V1 V2 and 1P412 platforms fea 1P400 Office VC Module 2 5 10 20 30 The Voice Compression Module VCM is used for Voice over IP VoIP applications in the 1P403 1P406 and 1P412 control units Four VCM variants are available supporting 5 10 20 and 30 channels of compression On IP Office Small Office Edition systems either 3 or 16 VCM VolP channels are pre built Up to two VCM s can be fitted to the 1P412 the other control units support only a single VCM The capacity of VCM module supported also varies e 1P403 1P406 V1 Support a single VCM5 VCM10 or VCM20 e 1P406 V2 Supports a single VCM5 VCM10 VCM 20 or VCM30 e 1P412 Supports any two from VCM5 VCM10 VCM20 and or VCM30 1P400 Internal Modem Card An internal modem card with 12 modems was introduced with IP Office R3 0 to replace the existing Modem 2 card to provide dial up capacity that is better matched to remote access requirements of customers The Internal Modem card allows up to 12 simultaneous V 90 56kbps analog modem calls into the IP office e The IP403 will support only up to 4 simultaneous modem connections e The 1P406 V2 and 1P412 will support up to 12 connections e This card is NOT supported on the I1P406
82. 2t IP Office Product Description id Compatible 58 0 65 66 67 68 9 70 105 107 11 112 113 114 ir 1 0 802FH UAP N N ironet 1200 122 ironet 340 122 ironet 350 122 ironet 3500 122 ironet 4500 122 irtime 83 86 arm Reporter 216 gorithmic Delay 58 259 Avaya 45 Calls 218 CE UL Dentori fety Approved 7 dm DRMs 83 G11 167 IP Office 21 31 39 165 Media 218 Other Units 267 ocates IP addressto 260 Allocates 260 Allows Auto Attendant 225 automatic man ual 187 Sub addressing 129 Allows 129 187 225 Alternate Call A A Vi DD gt 2rp gt 2 gt 2p 2NU0 p gt gt gt DP gt N gt gt gt gt gt gt gt p gt rp gt rO0o0 gt ternating Current 15 ternatively oicemails 168 Alternatively IP Office ContactStore 188 Alvarion 122 Alvarion BreezeNET Pro 11 Series 122 Analog 21 32 100 250 Analog 16 Module 267 Analog Extensions 21 Analog Telephones POTS 45 Analog Trunks mix 21 Analog Trunks 21 Analog BRI 32 Analogue Trunk Restriction 199 And or calls 187 incoming 187 And or 11 13 165 186 187 188 Anda DHCP 260 ANI 98 154 188 230 Announcements Queuing 216 Routing 137 1 IP Office 3 0 Product Description Announcements 216 Announcements Within Queuing 225 Announcements Within 225 Answer 150 157 Answered Calls 224 Anti Tromboning 136 Any layer SMON 115 AP 2000 122 AP 1 122 AP 2 122 AP 3 122 APAC 45 API 227 Appearance b
83. 3 40W 267 40W PSU 267 4120C 224 4406D 267 4406D Terminal 45 4412D 267 4412D Terminal 45 4424D 267 4424D Terminal 45 445mm 17 5 267 44xx 32 99 100 45W 267 45W PSU 267 4601 except 99 100 115 4602SW 58 105 115 4602SW IP Hardphone 58 105 4602SW IP Terminals 115 4606Gen2 115 4610SW 60 107 115 4610SW IP Hardphone 60 107 4612Gen2 115 4620 1w 115 4620SW 74 115 4624 Gen2 115 4630SW 115 46xx 12 99 100 47 63 Hz 115 4800 Turbo DS 122 48Mpps 115 48V 115 48V DC 115 48 volt DC 115 48 volt Direct Current 115 4 grayscale 60 69 107 113 4 line 83 4T 4A 8DS 21 4T 8A 21 4th 179 5 50 60Hz 267 50m 60m 79 50m 79 50Mb 155 512K 143 512Kbps Link 259 512MB RAM 207 5340 IKT 224 5340 1W1 224 54xx 12 32 99 100 5601 except 99 100 5602SW 68 112 115 5602SW Class 115 5602SW IP Hardphone 45 5610 Class 115 5620 Class 115 5620SW 74 56xx 99 100 56xx IP 12 6 60m 50m 79 60m 79 60mW 86 60W 267 60W PSU 267 62mm 3 267 64 number 94 6408D Terminal 45 6416D Terminal 45 6424D Terminal 45 64Gbps 115 64K 129 143 144 258 259 64Kbps Link 259 64MB RAM 155 163 64 party 94 199 64xx 99 100 64xx Series 32 6K3 259 7 7 4a 122 71mm 2 8 267 75 center 209 76mm 3 0 267 8 802 DS 11 122 802 11b Supports 122 802 11b 122 802 11b Wi Fi 122 802 1p B 57 58 60 67 68 69 104 105 107 111 112 113 80MB 207 81 115VA 267 8K 259 8MBs 188 9 90 IP softphones 250 9N 167
84. 4 24 button expansion module e 7 Position adjustable desk stand wall mount stand e Built in headset jack e Multiple language support built in English French Italian Spanish amp KataKana e 8 Personalized ring patterns e Hearing Aid Compatible e Uses H 323 protocol e Integrated 2 full duplex 10 100 BaseT switched Ethernet ports for connection to the IP Office and PC pass through e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 114 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones Power Options for P Telephones IEEE the standards body governing Power over Ethernet PoE has ratified P802 3af DTE Power via MDI The standard is more commonly known as IEEE Power over Ethernet The standard was published as IEEE 802 3af 2003 Avaya has been an active participant in the development of the standard for several years With the ratification of this standard Avaya has confirmed the support of the standard in its existing IP telephones e The following Avaya IP telephones have been designed to meet the IEEE 802 3af 2003 power over Ethernet standard 4601 4602 4602SW 4610SW 4620SW 4630SW 4606Gen2 4612Gen2 4624 Gen2 5601 5602 5602SW 5610 and 5620 With Power over Ethernet both power an
85. 5 Issue 12t IP Office Product Description Speaker Mute 70 114 SpectraLink 122 SpectraLink Voice Priority 122 SpectraLink Voice Priority enabled 122 Spectrum 224 Spectrum 24 DS 122 Spectrum 24 FH 122 Spectrum Wallboard 224 Spectrum Wallboard Master Kit Europe 224 Spectrum Wallboard Master Kit US 224 Speed Dial 69 70 101 113 114 Speed dial Busy Lamp Field 152 Spread spectrum 83 86 SPV 115 SQL 218 Stac Lemple Ziv 145 Staff Functions 78 Stafford Technology 218 Stand Charging 86 Stand 86 Stand Power Supply Adapter Charging 86 Stand Power Supply Adapter 86 Stand wall 70 114 Standard 40W Power Supply Unit 267 Standard Edition 218 Standard Reports 216 Standard Reports List 218 Starting PC Wallboard 224 Starting 224 State Province 218 Statically Configured 57 58 60 67 68 69 104 105 107 111 112 113 Status Bar 157 Stop Call Recording 152 Straightforward 79 Styles 94 Sub addressing Allows 129 Sub addressing 129 Subnet 260 Supervised Transfer called 93 Supervised Transfer 93 IP Office 3 0 Product Description Supervisor 115 Supervisor s 218 Supplementary services within IP networks 136 Support 2402 47 3810 13 802 11b 122 Avaya 20 Series 12 DiffServ 259 EU24 12 Generic Access Profile 79 H 323 103 IP 115 IP Office 216 IP Phones 103 IP Telephones 32 Proxy Address Resolution Protocol 146 QoS 260 Simple Network 57 58 60 67 68 69 104 105
86. 5 Avaya Inc All rights reserved Page 214 Product Description 4th May 2005 Issue 12t 13 The Contact Center Trunk Utilization Graph Small Businesses quite commonly run on limited resources and budget so it is absolutely critical for them to have precise data quickly before they make bigger investments in their communications architecture The new Trunk Utilization Graph for CBC V2 1 is a perfect example of this principle Previously those businesses relied on guesswork and hearsay as to whether their incoming callers and future customers were experiencing busy signals now with the Trunk Utilization Graph a business can easily see when all their trunks are in use and what their busiest times of the day are It even integrates with the email notification feature so when all trunks in a business become unavailable key people in the business know immediately TY COC WR Utilization Graphs O Daily Weekty Trunk Utilization Graph Daily Date 01 23 04 Change Date Peak Hour s 16 00 17 00 17 00 18 00 S AA PESTO SE PEJE JEJE JODE JEJEJE EEE ESE ES E o Key Benefits of Compact Business Center e Lower TCO Provides small businesses with robust contact center measurements produced in an easily understandable format e Standards Based Data is output to a CSV file format that is used by Microsoft Excel Customer can import format to other reporting applications e Ease of Use CBC s real time charts ar
87. 6 ADPCM 16K 32K A VolP compression mode Each voice call is compressed using the standard ADPCM compression technique refer to G 732 This algorithm uses 16 000 or 32 000 bits per second IP Office 3 0 OCopyright 2005 Avaya Inc All rights reserved Page 274 Product Description 4th May 2005 Issue 12t Glossary 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 o
88. 97 Service Quotas 144 Service by service 144 Services Out 97 Quality 122 257 Type 259 Services 14 97 101 115 122 257 259 SFP 115 Short Code 96 101 Signaling Conforms 129 Signaling 129 Simple Network Support 57 58 60 67 68 69 104 105 Copyright 2005 Avaya Inc All rights reserved Index 107 111 112 113 Simple Network 57 58 60 67 68 69 104 105 107 111 112 113 Simple Outlook 154 Single 10 100 BaseT Ethernet 57 60 67 68 69 104 107 111 112 113 Single sided 4 7GB DVD 188 SIP hardphones 45 Site Planning 86 Slot 12 Slot B 13 Sma CRM application 218 Small 218 Small Community Networking 136 Small Offic Edition 165 Small Office 11 12 64 65 66 165 Small Office 45W Power Supply Unit 267 Small Office Edition 13 21 94 139 143 165 167 199 200 267 Small Office Edition Overview 21 Small Office VCC16 165 Small Office VCC3 165 SME s 122 218 SMON including 115 SMON 115 SNMP 57 58 60 67 68 69 104 105 107 111 112 113 237 So8 Module 267 SOE 167 Soft 32 96 SoftConsole 92 96 98 157 163 202 207 SoftConsole application 207 SoftConsole Conferencing Center Integration 207 SoftConsole PC Requirements 163 SoftConsole PC based application 207 Softkeys 65 SoftPhone 121 Software Developers Kit 230 Soundcard 121 Spanish 60 69 70 107 113 114 Speak 202 Speaker 47 58 60 64 68 69 105 107 112 113 Page 289 4th May 200
89. 97 ineBlindtransfer 63 ineClose 263 ineCompleteTrans er 263 ineConfigDialog 63 ineDeallocateCall 63 ineDevSpecific 33 ineDial 263 ineDrop 263 ineGetAddressCap 263 ineGetAddresslD 63 ineGetAddressStat s 263 ineGetAppPriority 63 ineGetCalll nfo 63 ineGetCallStatus 63 ineGetDevCaps 63 ineGetlD 263 ineGetLineDevStat s 233 ineHandoff 263 ineHold 263 inel nitialiseEx 263 ineMakeCall 263 ineNegotiateTAPI ersion 263 ineOpen 263 inePark 263 ineRedirect 263 ineRemoveFromC nference 263 ines intercoms fe ture 85 ineSetAppPriority 63 ineSetAppSpecific 63 ineSetCallPrivilege 63 ineSetStatusMess ges 263 ineSetupTransfer 63 ineShutdown 263 ineSwapHold 263 ineUnhold 263 ineUnpark 263 ink Control rotocol 145 isten 202 isten only 202 isten Only peaker 47 ite 165 ocal Area Network segment 257 Local Area Network 139 143 200 227 257 259 Local Exchange 96 Local Phone Directory 154 Login 95 157 265 Longest Call Waiting 224 CENT n lt aii cai ci at aae T a A N a S ara a E a a E a TAA a o A a O TNMTNTN ES TAREA EAS A e A SALAS A AAA A AT SETA AA A ETE AA Lost Call CLI 218 Lost Calls 224 LXE 122 M M4648ML T 2G PWR 115 M4648ML T PWR 115 Magix 86 Main 79 Main Menu Bar 157 Maintenance Personnel 78 Make Model 122 Managed Frame Relay Network 134 Managed IP VPN 134 Management Tools 16 Manager application 94 227 Managers 78 92 Many Simultaneous Calls Can 259 M
90. C Version Microsoft CRM Reporting Integration New 218 CCC Version 218 CCM WB CC 224 CCM WB 22 224 CD 188 Centers 75 209 Centers 209 Central Office 32 96 129 139 Centralized Intuity Audix 165 Centralized Voice Mail 136 Challenge Handshake Authentication Protocol 145 Challenges Home Office 11 Challenges 11 Changing transmit receive 85 Changing 13 85 CHAP 145 147 148 Character 58 68 105 112 Characteristics 115 Charge Indication 154 Charger Unit 52 86 Charging Stand 86 Stand Power Supply Adapter 86 Charging 86 Checking 129 Circular 97 Cisco 115 122 Cisco Aironet 350 122 Cisco Catalyst Test Configurations Avaya IP Telephone Power Adapter 115 Cisco Catalyst Test Configurations 115 Cisco Switch 115 Cisco Systems 115 Class 115 Clear Call Waiting 93 CLI 154 187 188 218 230 CLI ANI 89 94 97 99 150 165 225 230 CLI ANI Presentation 82 Client Application Deployment Tool 237 Client server part 213 ient server 213 ient server pplication 216 Ov aoa jo Carrying 85 ip 85 98 129 LIP ANI 98 LIR 129 oset switch wiring 115 oset switch 115 Code PIN 167 Collaboration 150 Colleague s 150 COLP Inhibits 129 COLP 129 COLR 129 Comment voicemail 168 Comment 168 o Communications 31 218 Compact Business Center 209 213 Compact Business Center Example 213 Compact Business Contact Center Modules Summary 227 Compact Call Center 216 Compact Contact
91. Calls al S Multi language lt or D reke pa e A E E me e I A 10 e e A E mron e e e e E E E ee Queuing a ransferred Call to a Busy extension Record a Call Redial Relay On Off Pulse Meet me Conference Ring Back When Free Self Administer Soft Key Labelling Fte O EA Speed Dialing a Suspend Call fal Waiting Suspend Resume Ea ime Date e oggle Calls A oicemail Collect Ea is oicemail On Off oicemail Ringback On Off Pena djustment Notes IP Phones can monitor calls but they cannot be monitored from another extension IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 91 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 number 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
92. 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 increasing 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
93. 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 directory 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 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 high
94. 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 enables the operator to create and edit BLF groups e Door Entry
95. 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 used 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 facilita
96. Fax over IP interworking with ACM Voicemail Pro 2 1 Voicemail Pro Networked Messaging replaces VPIM Fax tone detection at the mailbox with system and or personal fax number CTI Call Data Tagging IP Office Conferencing Center IP Office 3 0 Allows password controlled users to book conferences through a browser interface Generated unique conference IDs and participant PIN numbers Conference participants are notified by email or using Voicemail Pro called Conferences can include a web session where conference host can display web server based documents and hold voting sessions Listen only mode allows host to mute other participants Caller name announced when joining conference Copyright 2005 Avaya Inc All rights reserved Page 13 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 v
97. For more information on how to purchase Crystal Reports products go to www businessobjects com products reporting crystalreports IP Office 3 0 Product Description Copyright 2005 Avaya Inc All rights reserved 2 60000 60000 06000010 O 0000 06000009 o 1 0 elo o e elo ejo eo Page 220 4th May 2005 Issue 12t 13 The Contact Center Crystal Reports Training Training is available from a number of providers the following is a sample list 1 Learning Tree International www learningtree com 2 World Wide Source for Crystal Training www crystal reports com 3 Stafford Technology www crystaltraining com Microsoft CRM Reporting Integration New for CCC Version 5 Microsoft CRM was introduced in January 2003 and has quickly become the premier CRM application for the Small and Medium Enterprise SME Avaya and Microsoft are working together to provide a complete CRM Communications and Networking solution for any size of business In Compact Contact Center Version 5 in conjunction with the introduction of the IP Office Customer Management solution Avaya has taken this integration one step further by integrating several Microsoft CRM reports with CCC Supervisors who operate both systems can now drive any of the 73 CCC reports from the MS CRM interface and there are 7 combined reports that utilize both systems data to present a 360 view of the contact center The 7 MS CRM repo
98. IP Office 3 0 Product Description f f l l y WE K g p ald f hs iP S EN al I 4 May 2005 Issue 12t Table of Contents 1 1 Ear eee adieu O O O 11 Avaya I P A cinsaa boss AE EATE aa Oae AROE LEATA E NAAA AE Sa Aa S En a arii 11 Whars News im IP Office 3 Ooanu anna ata rdtadaiidancsabeabeiadedadaad a aa 12 What Was New in IP Office 2 1 onnnonccncccnninnninnnannncnnnno nano esse nono ara rn t1 cena cena eeeaueeaueeaueueueuaneueueueeuuacetauevanenanenans 13 Voice Communication Solution idad dc 14 Converged Voice Communications Solution ooooococicccncnnnnnnconoconnnnnnnnnnnnconnn canon ono n nn nr rnn rana nn nn nnnnrr nr rr rn rr nrrnnnninnn 14 Data Communication OU eden 15 Applications Plat Mii A A AA aa o 16 Management T00 Siss cicsccteaveds sad eee aden tetas Rae E A E a A nes 16 Scalable Plato M0 aida di A taa 17 Endpoint Solution OptionS sireni eane eie AA tado aia 18 Application License 19 2 IP Office Small Office Edition Platform ssccscsccnccneceeceencenseneneensensneeeeenenseneeneneensenseneeeensens 21 IP Office Small Office Edition OvVervieW ocooonccnccnncnnncnnnonononononononoronaro nono noro nono n oro n oran arnn anno nano rannnarnnnn nano naninons 21 IP Office Small Office Edition 2T 4A 3 VOIP on onnnnnnnoninininnninononanon ara nora nora n aran ro nono n aro n aro n ar nn anno rrnnnro nano nicinons 22 IP Office Small Office Edition 4T 8A 3 VOIP on nnnnnnconi
99. IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 247 Product Description 4th May 2005 Issue 12t IP Office Product Description 1P403 Office Scenario A customer with sophisticated telephony requirements needing 30 exchange lines and 80 digital extensions This configuration provides support for up to 98 Avaya digital extensions 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 Avaya Cajun range The 1P403 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 DS with PRI 30 El e 3x1P400 Digital Station Module 30 Ns ort eee TT mannan IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 248 Product Description 4th May 2005 Issue 12t A Configurations and Factory Build Options 1P406 V2 Office Scenario 1 A business requiring 32 analog Telephones and one T1 PRI 23 1D channels The 1P406 Office with a single T1 PRI card and two 1P400 Phone 16 modules provides the required line and extension capacity Through the use of Phone Manager Lite the functionality provided by the Analog Telephones is greatly enhan
100. 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 Compact Call Center CCC Server Base System IPO CCC SVR RFA Provides one supervisor position with real time information view management by exception plus historical reports for any aspect of the contact center Up to 73 standard reports can viewed or printed Also included are reporting capabilities for 5 agents and one license for a PC Wallboard PCWB application Agent amp Site Management Real Time Real Time Supervisor Monitoring Call Center View CCV As many as 21 supervisor positions CCV can be purchased in total for CCC please note MSDE installations can only be supported up to 5 supervisor positions This provides a supervisor with the ability to monitor in real time the service being provided to callers There are up to 12 separate real time graphs that can be viewed by the supervisor Alarms also appear in real time forcing the supervisor to acknowledge them as they occur 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
101. Investment protection with downloadable firmware e 12 Programmable call appearance feature keys arranged in 2 switchable display pages of 6 matching the 6 physical display buttons e Adjustable Desk Stand e Fully Global ready icons used to indicate fixed button functionality e 5x29 display e Full duplex speaker phone e Large message waiting indicator e Headset jack e Local language customization choice of languages for local phone menu e Eight Personalized Ring Patterns e Either desk or wall mountable e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 48 Product Description 4th May 2005 Issue 12t 4 Terminals 2420D Terminal The 2420D supports the following features IP Office 3 0 Can be used with either the IP Office or the Avaya Communication Manager High end feature set with productivity local call log and speed dial directory Advanced user interface Reduced installation and move costs no paper labels Investment protection with downloadable firmware Large screen 7 line x 29 character display 24 Programmable call appearance feature keys arranged in 3 switchable display pages of 8 matching the 8 physical display buttons Adjustable Desk Stand Fully Global ready icons used to indicate fixed button functionality Connects to an IP Office DS Digital Station port Copyright 2005 Avaya Inc All rights reser
102. M 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 North American Primary Rate I nterface 1P400 Office PRI T1 IP Office supports Primary Rate trunks
103. N 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 10 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 Feature Real time graphs Reporting period mos 24 hours Historical data 31 days pa ners Disk Dependant Pre definedrepors ene Networked Administrator Not available Included Remote Management Not available Via RAS System Delta Server see HW requirements IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 227 Product Description 4th May 2005 Issue 12t IP Office Product Description CCC CBC Technical Specification 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 Re
104. O for the operator allowing them to be transferred to the appropriate department without operator intervention Alternatively a list of personnel and their extension numbers could be listed allowing the caller to directly access the person they want For larger companies it could be department 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 File Edit Actions Administration Help GLIE 4 ma E A Specific Start Points Users Es Groups A Short Codes A Default Start Points BY Yoicemail Pro Client A ES S 2A486 14 3 E B P 6 0 E Modules ee Timeout Auto Attendant created using VoiceMail Pro Manager IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 172 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 i
105. O iii nani sae ota E E a a aaa 268 A a n a aaa a a a mat aaa e a a aa E AN 270 Protocolar EEA EAE E T E A T 271 e a ET T a E T 273 gt O O 281 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page ix Product Description 4th May 2005 Issue 12tix 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 document should be read in conjunction with any issued te
106. Office supports the Media Service Provider MSP interface defined by Microsoft in TAPI 3 0 e DevL nkPro Provides a real time event 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 TAPILink Pro DevLink Lite and DevLink pro as well as pre compiled programs for exploring TAPI 2 1 and 3 0 In addition example source code is included making it easy for developers to quickly become productive on these advanced CTI interfaces IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 232 Product Description 4th May 2005 Issue 12t 13 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 Indivi
107. Phone Manager PC Softphone 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 Alarm Reporter Alarm Reporter has been designed to enhance the exception management used by Call Center View CCV The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center on a daily or weekly basis by reporting on certain criteria predefined by the contact center supervisor Historical Reporting The Compact Contact Center archives all call center interactions telephony or multimedia to a central database MSDE or SQL This provides a rich set of standard reports to the business and the capability to create custom reports IP Office 3 0 Product Description 4th May 2005 Issue 12t CCC Reporter The system can allow up to 20 separate Report Viewers within the contact center for MSDE installations up to 5 viewers are supported Access to the standard reports is a thin client new for version 5 application based on Crystal Reports Up to 73 standard reports are available with the ability to create up to 3 custom reports out of the box Requires additional software see Custom reports below Reports can also be exported to a variety of formats including Excel CSV HTML and PDF Report Scheduler All historical reports created within CCC can be scheduled for individual delivery to anyone via email Report
108. 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 ii eo Avaya Wireless Voice Priority Processor required for 3616 3626 NN 3626 ee 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 122 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones SpectraLink Voice Priority SVP Compliance Matr
109. Product Description 4th May 2005 Issue 12t 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 configura
110. Reply 179 Report Clients 227 Report Design Solutions 218 Report Designer 227 Report Manager 218 227 Report Scheduler 216 218 Reports Using Crystal Reports Designing 218 Reports Using Crystal Reports 218 Required e g 260 Requiring 180 Display Telephones 250 Each Voice Call 258 TAPI WAV 233 Voicemail Pro 200 VolP 155 Requiring 155 200 233 250 258 Resource Manager 222 Responsibilities 222 Rest World 199 Rest 199 Restricted allowed 146 Return On Investment 197 RFA 224 RFC 2474 259 RFC1490 144 Ring Back Calls 94 Ringer On Off 52 86 RIP 148 RIP 11 148 RJ 45 115 RJ 45 115 Roamabout AP2000 122 ROI 197 216 Router 16 Router firewall DH CP 16 Routing Information Protocol 148 Voicemail 179 Routing 148 179 RPT 218 RTCP 257 RTF 218 RTP 257 RTP Voice Data Payload 258 Ruggedized Wireless 45 Run Phone Manager application 152 Run 152 RW 188 S S 222 Sales 97 Sales Teams 78 SAP 258 Save Profile 157 Scan 180 Scheduler 202 SDK CD 265 Search 188 Second 258 See Conferencing Center 150 Voicemail Feature Comparison 167 See 150 167 See CLIP 230 See Section 10 Common Management Utilities 227 Segment Local Area Network 257 Segment 257 Send Instant Messages 154 Sending DTMF 154 email 188 IM 150 Sending 150 154 188 Separated incoming outgoing 154 September 2003 115 Servers 143 Service Providers based conferencing compared 197 Service Providers based conferencing 1
111. Small Office Edition and Installation and Administration Wizards are password protected to prevent unauthorized access to more sophisticated configuration items e The IP Office Small Office Edition Wizard The IP 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 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 e The IP Office Installation and Administration Wizard The IP Office Installation and Administration 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 and two tier Voice Mail Auto Attendants The IP Office Installation and Administration Wizard simplifies the setup of remote home workers The IP Office system administration via the Wizard supports the configuration of the connection for the remote home workers The remote home wo
112. Socket External O P Socket Slots A and B can contain any combination of Analog BRI and or PRI trunk cards except Dual PRI ANALOG TRUNK sa pmo 1 2 3 4 1 2 3 4 o Co O Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 32 Product Description 4th May 2005 Issue 12t 3 Platform Overview I P406 Office V1 The 1P406 V1 formerly just call 1P406 differs from the 1P403 Office in that it supports six expansion modules but excludes the integral Digital extension and Analog extension ports The 1P406 V1 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 Maximum 20 useable for Voicemail Pro 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 1P406 V1 Office can be ordered in four trunk configurations Quad BRI PRI T1 PRI E1 and 4 x Analog loop start trunks A sp
113. System 97 103 Kit List 250 KS 22911 L1 2 115 L L2TP 13 L3 Switching Engine 115 Lamp 99 100 Lamp Operation 99 100 LAN 16 36 57 58 60 67 68 69 70 79 103 104 105 107 111 112 113 114 115 121 122 133 134 139 143 147 165 200 224 227 230 258 260 LAN Bandwidth 103 LAN WAN Services 139 LAN1 143 LAN2 143 Lanyard 85 122 Page 286 4th May 2005 Issue 12t Laptop 121 Laptop s soundcard 121 Launch Conferencing Center Web Client 207 Launch 207 Layer 115 139 143 148 LCD 52 86 99 100 LCP 145 LCR 137 LCS 150 154 LDAP 94 Learning Tree International 218 Learning 218 Leased Line types 143 Leased Line 143 144 Leased Line Support 143 Least Cost Route configuring 99 137 Least Cost Route 99 101 137 Least Cost Routing 137 LED s 115 LED s 13 99 100 115 Legacy Cisco Infrastructure 115 Levels CTI interoperability 230 Levels 230 Licence Key 167 License Keys types 250 License Keys 250 Lifespan ensures 115 Lifespan 115 Light Emitting Diode 115 Lightweight Directory Access Protocol 94 Limit VolP 259 Limit 259 Line 24xx 12 ISP 32 ine 12 32 100 ine Appearance 9 100 ine Identification resentation Calling 129 ine Identification resentation 129 ine Identification estriction Calling 129 Line Identification Restriction 129 LineAddToConferen ce 263 IP Office 3 0 WHO DOVE Product Description ineAnswer 263 inear
114. T 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 desk phone to a cordless handset 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 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
115. Telephones per power blade may be powered using this adapter based upon Avaya integration testing Use with the 4602SW requires that the customer data network be set to auto negotiate In addition only the specific configurations listed below were tested Cisco does not specifically support the use of this adapter Therefore future changes in Catalyst switch software could impact the use of this adapter Cisco Catalyst Test Configurations for the Avaya IP Telephone Power Adapter Cisco Switch Catalyst 6509 e Switch OS Version WS C6509 Software version NmpSW 7 5 1 e System Bootstrap Version 6 1 3 e PS1 Module WS CAC 1300W e 1000BaseX Supervisor Model WS X6K SUP2 2GE HW version 2 2 FW version 6 1 3 SW version 7 5 1 e Inline Power Module Model WS F6K VPWR HW version 1 0 e Power Module options 12 watts per port e L3 Switching Engine Il Model WS F6K PFC2 HW version 1 3 e Multilayer Switch Feature Model WS F6K MSFC2 HW version 1 2 FW version 12 1 3a E4 SW version 12 1 3a E4 e 10 100BaseTX Ethernet Model WS X6348 R 45 HW version 5 0 FW version 5 4 2 SW version 7 5 1 e Setup tested 24 x IP 4620 SW version R1 72 6 x IP 4602 SW version R1 61 e Phones Supported Up to 24 x IP 4620 or a mix of up to 24 x 4620 4602 and 4602SW Cisco Switch Catalyst 4006 e Switch OS Version WS C4006 Software version NmpSW 6 1 1 e System Bootstrap Version 5 4 1 e 1000BaseX Supervisor Model WS X4013 HW version 3
116. Terminal e 4424D Terminal e 4450 Unit e TransTalk 9040 Wireless Handset e 3810 Wireless Handset Phones supported worldwide I P Hardphones supported worldwide in addition to 5400 series above in addition to the 5600 series above e 2402 Terminal e 4602 IP Hardphone e 2410 Terminal e 4606 IP Hardphone e 2420 Terminal e 4610 IP Hardphone e 6408D Terminal e 4612 IP Hardphone e 6416D Terminal e 4620 IP Hardphone e 6424D Terminal e 4624 IP Hardphone e XM24 Unit e 3616 Executive Wireless WiFi Phone e EU24 e 3626 Ruggedized Wireless WiFi Phone e Analog Telephones POTS e For maximum cabling distances please refer to Configurations and Factory Build Options e Note Not all terminals are available in all countries within a region Please check for local availability e Note IP Office does not support SIP hardphones in R3 0 or earlier releases 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 Avaya does
117. Workers This includes receptionists and secretaries who have phone monitoring and messaging responsibilities IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 231 Product Description 4th May 2005 Issue 12t IP Office Product Description Computer Telephony Integration with IP Office 2 0 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
118. a 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 139 Product Description 4th May 2005 Issue 12t 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 a
119. a the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 61 Product Description 4th May 2005 Issue 12t IP Office Product Description 4620 4620SW IP Hardphone The 4620 supports the following e 24 Programmable call appearance feature keys arranged in 2 switchable display pages of 12 matching the 12 physical display buttons e Automatically labeled from the system no paper labels e 11 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Conference Transfer Hold Redial and Drop e Large graphical gray scale display 168 x 132 pixels e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Full duplex speaker phone with acoustic cavity for improved sound quality e Socket for use with the EU24 expansion module e 7 Position adjustable desk stand wall mount stand e Infrared IrDA port e Built in headset jack e Multiple language support built in English French Italian Spanish amp KataKana e 8 Personalized ring patterns e Connects to IP Office via the LAN e Second full duplex 10 100 BaseT Ethernet Switched ports for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 62 Product Description 4th May 2005 Issue 12t 4 Terminals 4624 IP Hardphone Though the IP Office st
120. able 57 58 60 67 68 69 104 105 107 111 112 113 Wall Mounted Wallboards 224 Wall Plate Adapter 86 Wallboard 227 Wallboard Manager 224 227 Wallboard Manager Communications 224 Wallboard Manager Wallboard Server 224 Wallboard Server Manager 216 Wallboard 22 224 WAN switching 134 WAN 16 21 133 134 139 143 144 258 WAN3 Excluding 36 WAN3 36 WAN3 Module 267 WAP WML 69 70 113 114 Warehouse Supervisors 78 Was New 13 Watts 115 267 WAV 98 188 WAV file uses 98 WAV file 98 154 188 Waveform Use 188 Waveform 188 Web 187 218 222 Web Browser 69 70 113 114 Web Call Back 222 Web Callback 222 Web Chats 222 Web Scheduler Access 202 Web Scheduler 202 Week time 225 Weight Power Consumption 267 WFM Interface 227 What s New 12 Whisper Page 94 Why use Audio Conferencing 197 Wide Area Network 139 145 257 259 Wide Area Networking Protocol 144 WiFi 45 Wi Fi 121 122 Windows 163 Windows 2000 121 165 Windows 2000 Professional 207 Windows 2000 Server 207 Windows 2003 Server 207 Windows Name Service 143 Windows Operator Console 92 157 Windows PC 16 Windows XP 121 227 Windows XP Professional 207 WINS 143 Wireless 89 Wireless Deskset 121 Wireless Gateway 122 Wireless Handset 45 52 Wireless Keyboard 224 Wireless LAN 21 122 Wireless VolP Overview 122 Wireless VolP 122 Copyright 2005 Avaya Inc All rights reserved Index Wire speed Layer 115
121. able firmware for future upgrades e Wall Mountable with included desk wall mount stand e Avaya Grey Color for all markets e Uses H 323 protocol e Connects to IP Office via the LAN The 5602SW includes all of the above features plus an integrated Ethernet switch for PC connection e Second full Duplex 10 100 BaseT Ethernet port for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 68 Product Description 4th May 2005 Issue 12t 4 Terminals 5610 IP Hardphone The 5610 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e Message Waiting Indicator e Full duplex speaker phone e Built in headset jack e Multiple language support built in English French Italian Spanish KataKana e 8 Personalized ring patterns 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 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 C
122. actStore Microsoft Internet Explorer Ele gdt Yew Favorites Tools Hep week gt gt OE Asah irene Grea A E Sw SI Address http Jodsvr 8983 serdeticsipo AVAYA ContactStore powered by WITNESS SYSTEMS Results Administration Administer System 4 Call StartY LenYa PartiesTa TypeYa TargetYa Search Filters Call Start Range 24 08 04 17 27 08 00 10 203 Extn203 204 Incoming 204 Pares foo 00 00 Penes 23 5959 Parties Length Target Number 6 24 08 04 11 50 27 00 12 203 Extn203 204 Incoming 204 C 24 08 04 11 50 50 00 11 203 204 Extn204 Incoming 203 C Zi E Done EE Localirkraner Y IP Office ContactStore allows replay of recordings by means of a browser based application that is accessible with Internet Explorer 1E V5 0 and higher The Search and Replay facilities includes the following features e Personal security restrictions The restrictions are applied as you log into the web server e Criteria based search filter fields to perform specific searches e Replay controls Use the replay controls to start stop pause skip forward skip backward or to export the recording to a readily playable wav file e Audio waveform display The waveform presents a graphic representation of the audio content of the call Use the waveform to avoid replaying static or silences and to move easily to specific portions of a call i 1 i 1 i IP Of
123. agement 11 Customer Tracking 218 Customer replaceable 85 Cyclic Redundancy 129 D D3 78S6 3 83 122 IP Office 3 0 Product Description Data 103 Data Call 99 Data Compression 145 Data Header Compression 145 DBS 79 DC 115 DCP 115 DCP Terminals Cable 115 DCP Terminals 115 DDI 129 218 DDI Call Duration 218 DDI Distribution 218 DDI Response 218 DDI Routing 218 DDI Summary Incoming 218 DDI Summary 218 DDI DID 89 99 129 150 165 230 DECT 78 79 82 DECT Base Stations 79 DECT Comparison 81 DECT Control Unit 79 81 Delivering Better Customer Service 230 Delivering 230 Delta Server 213 227 Deploying Avaya Communication s Manager 115 IP Telephones 115 VolP 135 Deploying 115 135 Design IP Telephony 103 Reports Using Crystal Reports 218 Design 103 218 Designer 218 Desk wall 57 58 60 67 68 69 104 105 107 111 112 113 Deskset 121 Desksets 121 Desktop 82 Desktop PC Telephony Controls 150 Developer Edition 218 Development Solutions 218 DHCP 143 147 260 DHCP Client 57 58 60 67 68 69 104 105 107 111 112 113 DHCP Server 143 Dial Emergency 98 Dial In 101 ial On Pickup 94 ial Pad 157 ialled Voicemail Lite 168 ialled 86 168 1D DDI 152 ifferentiation 93 iffServ form 121 supporting 259 iffServ 14 57 58 60 67 68 69 104 105 107 111 112 113 121 257 259 Digit Cordless Solutions 78 Digital 21 94 250 Digital Base Module 86 Digital Comm
124. ails are shown in the Notes area If a new call arrives the call details panel will display the calls waiting to alert the user and allow answering of the call based on the Caller 1D IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 158 Product Description 4th May 2005 Issue 12t 10 SoftConsole 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 The script file is displayed whenever a call is received for that compan
125. air cooling or UPS ratings on the maximum input rating of the power supplies of the planned IP Office configuration as follows In order to calculate the maximum ie worse case amount of heat that can be generated by an IP Office system it is assumed that none of the input power is used to power circuitry and all power is converted to heat whether from the PSU itself the system unit expansion module or cabling Heat dissipation is normally measured in British Thermal Units BTU s A heat value expressed in Watts can be converted to BTU hr by multiplying by 3 41297 As indicated above you should use the maximum power input of 115 VA rather than the 40W output of each power supply to calculate this most accurately e Using the conversion factor BTU hr 115W 3 41297 392 5 e The metric equivalent to BTU is Joule 1 BTU 1 055 J This calculates the BTU value per power supply The maximum BTU per system is therefore calculated based on total number of power supplies installed per system For example for a 1P412 this would be 1 for the base unit and up to 12 for the expansion modules 13 392 5 5 103 BTU hr Whereas a Small Office Edition would be rated at 392 5 BTU hr based on the use of a single power supply Remember to budget for the power requirements of any additional devices that are to be co located with the IP Office such as server PC s voicemail etc Also consider backup power arrangements for IP telephones if centralized powe
126. akes place via a standard telephone terminal rather than the PC s soundcard The Phone Manager PC Softphone adds PC based telephony via a sound card or USB headset handset to the product See Section 6 IP Telephony for details IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 149 Product Description 4th May 2005 Issue 12t 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 phone or an IP hard phone along with a networked PC on your desk Phone Manager allows employees to take total control of their phone calls from their PC Conflaur Chris Claire Mobile Caller D Name Presentation 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 p
127. al 10 100 Mbit Layer 2 Ethernet Switch e P Office Small Office Edition amp 1P406 V2 Only All the IP Office Small Office Edition platforms provide a four port Layer 2 Ethernet Switch The 1P406 V2 provides an 8 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 LAN2 intended for connecting to external xDSL or Cable Modems This fifth port is a Layer 3 switch to the other four ports Integral 10 100 Mbit Layer 3 Ethernet Switch e IP Office Small Office Edition amp I P412 Only The 1P412 Office supports a two port Layer 3 Ethernet switch Both of these switched ports have their own IP addresses LAN1 and LAN2 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 Layer 2 Ethernet switch and its Layer 3 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
128. ale language e Set and clear the message waiting lamp e Enable and disable group membership e Generate and detect DTMF digits and tones requires the TAPI WAV driver IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 233 Product Description 4th May 2005 Issue 12t 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 program called the Developer Connection Program The Developer Connection Program 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 program is at the sole discretion of Avaya DeveloperConnect members pay an annual fee for which they receive technical support directly from Avaya In addition Avaya will perform interoperability testing between IP Office and the member s product and may also create opportunities for joint marketing including exhibitions use of Avaya s logo and other benefits More information on the DeveloperConnect progr
129. am can be found at www devconnectprogram com IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 234 Product Description 4th May 2005 Issue 12t 13 The Contact Center Microsoft CRM Integration Avaya and Microsoft Business Solutions have 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 3 Contact Hinde Diana Microsoft CAM Pte bons ebescuross Help Sov LE Send Emad 3 DifBusnessi A DuakHome 1 i DlakPAotiko ja 707168173 ao El conas Contracts _ AVAYA Microsoft CRM Integration Solution Micro
130. an 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 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 142 Product Description 4th May 2005 Issue 12t 8 LAN WAN Services Data Networking Features Integral 10 100 Hub e 403 amp 406 V1 Only The 1P403 Office and 1P406 Office offer 8 port hubs 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 Integr
131. an 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 through 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 VolP 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 137 Product Description 4th May 2005 Issue 12t 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
132. an optional Search and Play utility if using IP Office ContactStore Voice Forms Questionnaire Mailboxes Campaign Manager Personal distribution lists 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 Support for a range of the Intuity telephone user interface features in Intuity emulation mode 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 L
133. an 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 will 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 19 Product Description 4th May 2005 Issue 12t 2 I P Office Small Office 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
134. ana nerenrnrennnnns 51 3810 Wireless HNOS A A A illo 52 NA O 53 ARTIE A A A E A ere eee 54 DO a UATE E E A A a a 55 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page iii Product Description 4th May 2005 Issue 12t Table Of Contents DS SAAS OSU ile aae a once crete a a a Moca fabaetth nea Ghond pha a cadet iad sick ac htnenotaG Mata ipasnincc ieee 56 4601P Hardphone a A Lead 57 4602 4602SW IP Hardphone ooooooococccncnonnoncnnnnoronnnnnnnn rere rent rr rre rr rn rr rear 58 4606 1P Hard phoney et as 59 4610P Hard phones isc a A et 60 A612 IP Hard A cast coos nese tae Wane ada tata Besawetaneei at ce maa een Sonat ease eoiet oe AE 61 46201 46205W IP Hard pnOne isso de ai ed sincera Beene calce 62 AG24 IP HardphONes ara cet 63 SAQ2 Terminal svete Ades tones O aaa oda 64 5410 Terminala RR 65 A NN NN 66 5001 Parita a haat Mee 67 5002 1P Harper ca A E Riad 68 501001P Hardph oNe mit dad dane wba uhee nied ineeelat o Soa hb E a 69 5620P Hard phones acs aeaea Maral Go A Sa o in 70 6408D Teriminl alice tice ties A a E hack beige in tenn eee 71 6416D Terminalas iat id ti aeaaa wade tases vues iy cabana pes dd a A shied ad das 72 6424D MO dino 73 A O O RO E 74 AMIDA O o 15 TransT alk 9040 Wireless Handset ad id do rd e 76 Analog Telephones POTS tii i n 77 Compatibility with Interquartz Gemeni 9330 Av and 9335 AV PHONES 00oocociciccccnnnnnnicococoncnnonononananncncananonnnnnnns 77 Digital Cordless Solutions no
135. anager e Operating Systems Supported e Windows XP Professional e Windows 2000 Professional SP3 or higher e Windows NT Workstation SP6 e Windows 98 e PC Specification e Pentium III 800MHz or equivalent e 1 GB hard disk e Minimum 128 MB of RAM IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 229 Product Description 4th May 2005 Issue 12t IP Office Product Description Computer Telephony ntegration Computer Telephony 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 tha
136. and 1P412 providing 4 x ISDN basic rate ports 8 lines 1P400 Office PRI 30 El 1 4 700272461 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 1 x ISDN Primary rate port 30 lines 1P400 PRI 30 E1R2 RJ 45 EXP CALA 700241631 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 1 x E1R2 Primary rate port 30 lines RJ 45 termination 1P400 PRI 30 E1R2 COAX EXP CALA 700241656 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 1 x E1R2 Primary rate port 30 lines Co Ax termination 1P400 Office Dual PRI El 700185184 Interface card for the 1P406 V2 and 1P412 providing 2 x ISDN Primary rate ports 60 lines 1P400 Office PRI T1 700185200 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 1 x T1 PRI port 24 lines 1P400 Office Dual PRI T1 700185218 Interface card for the 1P406 V2 and 1P412 providing 2 x T1 PRI 48 lines 1P400 Office Quad Analog Trunk Loop Start 700185192 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 4 x Loop start analog trunks North American specification 1P400 ANLG 4 EU LS EXP 700241672 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 4 x Loop start analog trunks European CTR21 specification 1P400 ANLG 4 NZ LS EXP 700241706 Interface card for the 1P403 1P406 V1 V2 and 1P412 providing 4 x Loop start analog trunks New Zealand specification IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Pag
137. 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 access control per user and standards based security enable remote workers LAN Hub Switching The 1P403 and P406 V1 support an eight port hub that connects up to 8 PCs and or supported IP devices The Avaya IP Office Small Office Edition has a 4 switched ethernet ports Layer 2 plus a fifth Ethernet WAN port Layer 3 The 1P406 V2 offers an 8 port ethernet switch Layer 2 The 1P412 offers 2 switched Ethernet ports Layer 3 LDAP client support For standards based directory synchronization IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 15 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 A
138. and Evening e Note The Small Office Edition and 1P406 embedded voicemail memory cards are not interchangeable In addition embedded voicemail is only supported on Avaya supplied memory cards Xi Manager 255 255 255 255 C Program Files Manager Small Office DT cfg File Edit view Tools Window Help 7 Configuration Tree o of x i BOOTP 0 Name Moming Afternoon Evening Operator 3 a Auto ttendant Moming Morning EA System Small Office DT i le 134 Auto Attendant jor xi Auto Attendant Actions Action Destination i Transfer to Operator 205 Ee Normal Transfer Sales Normal Transfer Technical Fe Normal Transfer Accounts Normal Transfer Voicemail Replay Greeting Replay Greeting H A Replay Greeting Replay Greeting owen MM w N Replay Greeting x Replay Greeting Replay Greeting OK Cancel Help g E IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 29 Product Description 4th May 2005 Issue 12t 3 Platform Overview IP Office Overview This section provides an introduction to the main components of the IP Office platform that includes P403 Office 1P406 V1 Office IP406 V2 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 b
139. 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 diverted 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 273 Product Description 4th May 2005 Issue 12t 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 de
140. ang up a specific participant see below 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 and 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 lP 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 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 201 Product Description 4th May 2005 Issue 12t IP Office Product Description Conferencing Center Introd
141. applications to interface with the Avaya IP Wireless Telephone solution IP Office 3 0 Product Description 4th May 2005 Issue 12t Copyright 2005 Avaya Inc All rights reserved Page 124 6 IP Telephony Hard Phones amp Soft Phones 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 IP Office 3 0 Perfect for busy office environments Lightweight innovative design Simple to use 802 11b standard compatible Radio Frequency 2 4000 2 835 GHz Transmission type Direct Sequence Spread Spectrum DSSS FCC certification Part 15 247 Management of handsets via DCHP and TFTP Voice encoding G711 Transmit Power 100mw peak lt 10mW average Wired Equivalent Privacy WEP 40bit and 128 bit 2x16 character alphanumeric plus status indicators 4 hours talk time and 80 hours standby Copyright 2005 Avaya Inc All rights reserved Page 125 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 configuration menus The handset has a rugged monolithic design that gives users a large earpiece to provide comfort and seal o
142. ard 224 IP 4602 115 IP 4602SW 115 IP 4620 115 IP Address 143 IP Address Assignment 57 58 60 67 68 69 104 105 107 111 112 113 IP addressto allocates 260 IP addressto 260 IP application 260 IP Extensions 36 103 250 IP Hard Phone 103 IP Hardphone 45 57 67 69 70 104 111 113 114 IP hardphones 45 103 250 IP Header Compression 145 IP Network 143 148 IP Office call 129 CBC 213 connecting 136 IP Office 3 0 Product Description Connects 16 57 58 60 67 68 69 70 104 105 107 111 112 113 114 ContactStore 187 enables 79 Including 157 networking 134 number 129 support 216 IP Office 11 12 13 14 16 21 31 45 47 48 52 57 58 60 64 65 66 67 68 69 70 78 79 82 83 86 89 94 96 97 98 99 100 101 103 104 105 107 111 112 113 114 121 122 129 133 134 135 136 139 143 144 145 146 147 148 150 152 154 155 157 163 165 167 168 187 188 197 199 200 202 207 209 213 216 224 230 235 237 257 258 259 260 265 267 IP Office 2 0 265 IP Office 2 1 13 IP Office 3 012 21 IP Office 3 0 12 13 IP Office CCC 227 IP Office Compact Business Center 209 IP Office Conferencing Capacity 199 IP Office Conferencing Center Introduction 202 IP Office Conferencing Center 12 13 202 IP Office Contact Center CRM Solutions Overview 209 IP Office ContactStore 188 IP Office Core 2 1 Software 13 IP Office Core 3 0 Software
143. are 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 up to 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 V1 office can be enhanced to support a mixture of Analog Digital or IP Handsets to maximum of 180 AVAYA IP406 Office 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 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 A o o o o o O ee BRI PRI LIL ZALE Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 33 Product Description 4th May 2005 Issue 12t IP Office Product Description 1P406 V2 Office
144. are 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 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
145. articularly 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 Call History 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 Desktop PC Telephony Controls 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 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 150 Produc
146. aster Kit 224 Matching 12 70 114 Matching 70 114 Material Code 115 Maximizer 152 154 Maximizer 7 5 155 Maximum Call Length 100 Maximum Participants 199 Maximum Simultaneous Calls 165 MB RAM 121 Mbps LAN Hub 32 MCU 103 MDI 115 Medical 83 86 Medium Enterprise 11 218 Meet Me conferencing 197 Meeting IEEE 802 3af 2003 115 Meeting 115 Meet Me Conference 95 Message Storage Capacity 165 Message Waiting 52 86 Message Waiting Indicator 47 57 58 60 64 67 68 69 104 105 107 111 112 113 Message 180 Messaging 47 64 MHz 52 86 121 MHz ISM 83 86 Microsoft refer 207 Microsoft 207 218 Microsoft application 145 Microsoft Business Solutions 235 Microsoft CRM 218 235 Microsoft CRM Sales Reports 218 Microsoft CRM Service Reports 218 Microsoft CRM 218 235 Microsoft CRM Integration 216 Microsoft CRM Reporting Integration New CCC Version 218 Microsoft CRM Reporting Integration New 218 Microsoft Exchange 165 Microsoft Explorer 222 Microsoft Internet Information Service 207 Microsoft Live Communications Server 150 154 Microsoft NetMeeting Compatible 57 58 60 67 68 69 104 105 107 111 112 113 Microsoft Point Point Compression 145 Microsoft Point 145 Microsoft Transaction Server iService 222 Microsoft Transaction Server 222 Microsoft Windows 98 NT4 2000 XP 155 163 Microsoft Windows iiS 216 Microsoft s Callback Control Protocol 145 Microsof
147. atin American Swedish Centralized voicemail within a multi site IP Office environment Networked Messaging with other Avaya voicemail systems Capacity of up to 30 ports dependant on IP Office Control Unit type 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 170 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 200
148. auaeeseesanaaaeness 145 Network Address Translation NAT cccccccccccsccccccececececeeeseeeeeeeeeeee cena cena a a a a aa iar an 146 Proxy Address Resolution Protocol ARP cccccccssscceccesceeceeeeeeeeeseeeeeesseeeeeeeseeeeeeesneseeeeaeeseeesaensensessaaeees 146 AUTO CONNECT ta A iaa 146 A O eae 146 Light Weight Directory Access Protocol LDAP oooooniciicccnnncccocococoncnnnnnnononnnonononnnnnnnnnnnnnrncn canon nnnnnnrcnncnnnnne 147 Remote Access SEVERAS ala 147 Transaction Packet Assembler Dissembler TPAD ccccccccccsceeseeeeceeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeueeeueeeaneranets 147 PS C TUNNELING A A i eh et A 148 Layer 2 Tunneling Protocol tases sia deve e hone dens ente abel en o a aa a aa S teens 148 Routing Information Protocol RIP ccccccccsessececeeeeeeeeseeeeeeeseeeeeeeeeeeeeeeeeeeeeeeseeeeeeseaeeeeeeeaeeseeeuaesseesenaaaseges 148 9 Phone Manr cito inde O i nnmnnn nnana nannaa nnna 149 Phone Manage nnper id bd 149 Phone Manager LIE a a cape sande au cd TESTE age gente CIA 150 Caller ID Name Presentation cccccccsecceccesceeceeseeeeeeseeeeeeeeeeeeeeeeeeeeeeeeeseeeeeee se OAE epa ia 150 Call HISO 29 A ee id 150 Desktop PC Telephony Controls 0 er ne ere nn nr rn ren rare rn nr rre ren eninnnnn 150 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page vi Product Description 4th May 2005 Issue 12t Table Of Contents Personal Productivity Collaborati0N oonnnccn
149. bility for conferencing Today 1P403 and 1P406 V1 V2 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 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 1P403 1P406 V1 1P406 V2 1P412 Participants Small Office Edition 90 92 IP 3 20 20 30 60 preve sf mw Rest of the World Maximum IP Office Small I P403 1P406 V1 1 P406 V2 1P412 Participants Office Edition as E a pa a 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 a
150. ble Through these mechanisms 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
151. 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 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
152. c Call ETS300 171 172 e Called Calling Line I 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 132 Product Description 4th May 2005 Issue 12t 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 VoIP H 450 WAN Data Circuit Vol P networking across P network or WAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 133 Product Description 4th May 2005 Issue 12t IP Office Product Description Vol P over an Unstructured Private Circuit Private voice networks can be constructed making use of available unstructured data circuits X 21 V 35 at speeds of u
153. calable product line that integrates with email desktop CRM ERP document management imaging archival call center copier scanner systems as well as host legacy and mainframe applications virtually all business applications e Further product information available from www captaris com e Fenestrae Faxination Fenestrae Faxination Server for Microsoft Exchange integrates fax into email technology Create faxes on your desktop and deliver them to your chosen fax machine at the click of a mouse e Further product information available from www fenestrae com e GFI GFI FaxMaker GFI FAXmaker for Exchange SMTP allows users to send and receive faxes and SMS text messages directly from their email client It integrates with Active Directory and therefore does not require the administration of a separate fax user database GFI FAXmaker integrates via the SMTP POP3 protocol with Lotus Notes and any SMTP POP3 server e Further product information available from www gfi com IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 182 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 IP Office Voicemail Pro and Microsoft Exchange email systems With Integrated Messaging Pro software in
154. 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 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 extr
155. ce Analog Trunk 16 NZ 700241698 Provides an additional 16 Analog trunks loop start and two power fail sockets New Zealand specification 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 V1 V2 and 1P412 using the LAN and does not impact on the maximum number of Expansion Modules supported Internal Daughter Cards Voice Compression Modules 1P400 Office Voice Compression Module 5 700185119 5 Channel Voice Compression module required for IP Trunking and IP extensions 1P400 Office Voice Compression Module 10 700185127 10 Channel Voice Compression module required for IP Trunking and IP extensions 1P400 Office Voice Compression Module 20 700185135 20 Channel Voice Compression module required for IP Trunking and IP extensions 1P400 Office Voice Compression Module 30 700293939 30 Channel Voice Compression module required for IP Trunking and IP extensions Modems 1P400 Office Modem 2 700185226 Internally fitted card allowing two simultaneous V 90 modem call 1P400 Office Modem 12 700343452 Internally fitted card allowing twelve simultaneous V 90 modem call IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 254 Product Description 4th May 2005 Issue 12t A Configurations and Factory Build Options Trunk Interface Cards 1P400 Office BRI 8 UNI 700262017 Interface card for the 1P403 1P406 V1 V2
156. ced Expansion capability for an additional 4 Modules allows the system to be expanded to a full 180 extensions Kit List e P406 V2 Office e Single T1 PRI card IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 249 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 I1P400 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 phones IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 250 Product Description 4th May 2005 Issue 12t A Configurations and Factory Build Options 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 P400 Office Voice Compression Module 30s These two internally f
157. ced 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 I nduced 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 process 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 equall
158. ch does not impact the systems ability to record search or play other calls It takes approximately 1 minute to compress a two hour recording The compressed recordings are stored as 16kbps G 726 format storage requirements are therefore 8MBs per hour of recording The IP Office ContactStore suite can be installed onto the same server as VoiceMail Pro but must be loaded onto a separate partition Alternatively IP Office ContactStore can be installed on a separate drive within the same server or on a separate server The minimum PC specification when VoiceMail Pro and IP Office ContactStore are installed on the same server is detailed in the VoiceMail System requirements later in this chapter IP Office ContactStore stores recorded calls with certain security in place Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages Each recording has an owner the call owner is the number of the station that recorded the call You can specify to which stations each user has replay rights the user can search for and replay all calls owned by those stations Typically an individual may be given rights to replay calls owned by their station number while managers may have rights to the station numbers of all of their staff Any hard disk has limited storage capabilities Once the available hard disk space is used older recordings will be deleted overwritten by newer recordings T
159. chnical bulletins and or product offer announcements IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 11 Product Description 4th May 2005 Issue 12t IP Office Product Description What s New in IP Office 3 0 For those already familiar with IP Office this page lists the new features introduced in IP Office 3 0 This is not a exhaustive list it covers just the major changes IP Office Core 3 0 Software e Enhanced SNMP alarms e Distinctive ringing supported on all phone types e Key System Features Call Line and Bridged Appearances e Support for Avaya 20 Series phones 2010 2030 2050 and 20DS ended New Phones e New next generation 54xx digital phones e New next generation 56xx IP phones e New support for the full line of 24xx and most 46xx phones e Support for EU24 expansion module New I P406 V2 Enhanced Platform e Built in digital and analog stations 8 digital DS and 2 analog POT e Integral 8 port LAN switch Layer 2 e Increased support VCM30 card Dual PRI card 9 pin DTE port for PC less features e New Optional embedded voicemail card for use with 1P406 V2 only not Small Office compatible e Supports dual PRI cards in Slot A New Internal Modem Card e 12 Port modem for increased remote access support only 4 ports when used with 1P403 control unit IP Office Management Software e Wizard enhancements Voicemail Pro 3 0 e Personal distribution lists e Hunt Group Broadcast
160. col that allows routers to determine the shortest route to a destination network It does this by measuring the number of intermediary routers that need to be traversed to reach the destination network If more 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 148 Product Description 4th May 2005 Issue 12t 9 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 Phone Manager PC Softphone VolP mode A Chris Atha Clsire L Norton Graham MYWWomeldorph Philippe du Phiippe Mobile Rod Jones Test Horne Ferguson Fou For Phone Manager Lite and Phone Manager Pro this is similar to the PC based IP Soft phone except that the conversation actually t
161. configured to hold a pool of IP addresses for users on the Local Area Network When a user powers up their PC the system will allocate them an IP address for the duration of their session The DHCP server also provides the user s PC with the address of the Domain Name Service DNS server and the Windows Name Service WINS server Alternatively for customers who have a separate DHCP Server IP Office can be configured to obtain its address from that 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 143
162. d data are carried over one CAT 5 Ethernet cable Deploying the IP Telephones utilizing Power over Ethernet eliminates the need for a local power supply AC adapter and cables thereby allowing power to be provided from the wiring closet switch room where it can be easily connected to a UPS system There are currently five options in addition to available IEEE power over Ethernet available to customers to power their Avaya Internet Protocol IP terminals Avaya 1151B1 Individual Power Supply The Avaya 1151B1 individual power supply is a desktop single output 48 volt Direct Current DC 20 watt power supply The power supply can operate within a wide range of Alternating Current AC input voltages 90 264 Volts Alternating Current VAC 47 63 Hz This power supply replaces the MSP 1 KS 22911 L1 2 329A 353A and the 1151A1 A2 DC power supplies and the 2012D AC transformer The 1151B1 power unit has a green Light Emitting Diode LED that shows the unit has power on the PHONE jack pins 7 amp 8 when AC power is applied This item is available in three different Price Element Codes PECs as follows 1 1151B1 power supply material code 700227242 2 1151B1 with a Category CAT 5 Cable for Internet Protocol Terminals material code 175707 3 1151B1 with a CAT 3 Cable for Digital Communications Protocol DCP Terminals material code 175706 1151B1 local power supply Avaya 1151B2 Individual Power Supply with Backup The Avaya 1151B2 power
163. dress they have allocated 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 al
164. ds In a helpdesk or call center with a high volume of phone calls each day it takes many agents to handle these calls 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 th
165. ds to be copied to others Voicemail Lite provides many options e Voicemails can be simply forwarded 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 168 Product Description 4th May 2005 Issue 12t 11 Voicemail 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
166. dset e P400 Phone 8 16 or 30 Modules support standard analog Phones faxes and modems with support for calling line identification IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 18 Product Description 4th May 2005 Issue 12t 1 Introduction Application Licensing IP Office is an application platform 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 IP406 V2 and 1P412 control units requires unit to have a 9 pin serial port 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 c
167. dual desktop PCs connected to the Local Area Network communicate with IP Office via an IP connection over the LAN Each PC is capable of controlling one telephone device see diagram below IP Office User Windows PC Ep 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 TAPI Link 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 loc
168. dule C460 1000w Power Supply AC Inline Power Support MPS4610 AC 700281595 Avaya IP Phone Power Adapter In addition to the mentioned method of power the Avaya IP phones also an adapter to power from Legacy Cisco Infrastructure is available This adapter is not the recommended method for powering IP telephones See previous options Despite the ratification of IEEE 802 3af 2003 and the support of the standard by vendors some customers may utilize a legacy power scheme supported by Cisco switches The following power adapter is specifically for the Avaya 4620 4602 and 4602SW IP Terminals and can be used to power theses terminals from specific Catalyst power blades Catalyst is a registered trademark of Cisco Systems Inc The Avaya IP Phone Power Adapter material code 700259369 This adapter has been generally available since September 2003 The following products were tested and will work with the Avaya IP Phone Adapter see specific configurations and limitations below e Catalyst 6000 Inline Power 10 100 BaseT Switching Module WS X6348 R 45V e Catalyst 4000 Inline Power 10 100 BaseT switching module WS X4148 R 45V IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 117 Product Description 4th May 2005 Issue 12t IP Office Product Description The Avaya IP terminals do not provide the Catalyst switches with information on how much power they require A maximum of 24 Avaya IP
169. duplex speaker phone with acoustic cavity for improved sound quality e Socket for use with the EU24 expansion module e 7 Position adjustable desk stand wall mount stand e Infrared IrDA port e Built in headset jack e Multiple language support built in English French Italian Spanish KataKana e 8 Personalized ring patterns e Connects to IP Office via the LAN e Second full duplex 10 100 BaseT Ethernet Switched ports for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 109 Product Description 4th May 2005 Issue 12t IP Office Product Description 4624 IP Hardphone Though the IP Office still supports the 4624 Avaya no longer sells this phone Customers are encouraged to use the 4620 or 5620 with the IP Office The 4624 supports all of the features of the 4606 with the following differences e 24 Programmable call appearance feature keys with twin lamps 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 amp Exit e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 110 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones
170. e An agent can see queued telephone calls email messages Web calls and Web Chats and can communicate with group members from one centralized view deda Name Recieved 316 Techemal 01 02 2000 04 43 PM Tracy Telephona 0 317 Sales emad 01 02 2000 04 43PM Tracy 318 Techemal 01 02 2000 04 43 PM Tracy CI Team Members Acmristiator O Paman Fadsce interaction Ti i a Selec on MMM iContact Application IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 223 Product Description 4th May 2005 Issue 12t IP Office Product Description Wallboard Server Client 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 Server 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 wallboards 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
171. e ID and participants PINs are retained except for the conference date Using a conference template in this way IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 203 Product Description 4th May 2005 Issue 12t IP Office Product Description can save re entering of repetitive information thus saving time and effort Once a template has been created they can be accessed via the My Conference Template tab CONFERENCING CENTER SCHEDULER Shortages Meeting May 05 Core Team Meeting Weekly Sales Meeting 3 Documentation Status Update a i ve IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 204 Product Description 4th May 2005 Issue 12t 12 Audio Conferencing Conferencing Center Reporting 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 20 02 2004 16 30 52 Speak And Listen 20 02 2004 16 39 54 20 02 2004 16 58 00 Sarah Laten Only 20 02 2004 16 49 54 20 02 2004 16 58 44 Phili
172. e 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 151 Product Description 4th May 2005 Issue 12t 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 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 It also allows Pro users to configure their Personal Distribution Lists ntuity mode 4 Bob Jones Bob Jones Bob Jones gt 2004 4 7 14 38 Julie Slaughter DA Julie Slaughter e Personal 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 n
173. e 255 Product Description 4th May 2005 Issue 12t IP Office Product Description Country Availability IP Office is available in the following countries Please refer to your country price list for the availability of individual items Australia Belgium Brazil Canada Chile China Colombia Croatia Denmark Finland France Germany Hungary Iceland Ireland Italy Japan Korea Luxembourg Mexico Netherlands New Zealand Norway Peru Poland Portugal Russia Spain Sweden Switzerland United Kingdom USA IP Office 3 0 Product Description Copyright 2005 Avaya Inc All rights reserved Page 256 4th May 2005 Issue 12t B Implementing Voice over IP 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 indu
174. e Edition 4T 4A 8DS 3 Vol P The IP Office Small Office Edition 4T 4A 8DS 3 VolP provides Four Analog Loop Start Trunks Caller D enabled Four Analog extension POT ports During power fail analog trunk port 2 is connected to analog extension port 1 Eight Digital Station DS ports for supported 24xx 44xx 54xx and 64xx Series phones plus 3810 and 9040 Three VolP Codecs G 723 1 G 711 and G 729a 4 Switched Ethernet ports Layer 2 Dedicated Switched Ethernet WAN port Layer 3 2 x PCMCIA Slots for Wireless and Memory card support WAN Slot for Optional WAN card V35 X 21 BRI T1 PRI DTE port Audio port for external music on hold source Two relay switch port for door entry systems External O P socket 8 x Digital Station Ports AVAYA IP Office Small Office Edition 3 ANALOG 4 DS1 2 e ala 4 x Analog 4 x Analog 4 x Switched Ethernet WAN Port Trunk Ports Extension LAN Ports at default LAN2 Ports POT Front Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 24 Product Description 4th May 2005 Issue 12t IP Office 3 0 2 IP Office Small Office Edition Platform DC Power DTE External I P Socket Port O P Socket Audio I P Socket DC I P rs DTE EXT a o o OP AUDIO e El o o 2av oe Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example ns ahd WAN X21 V24 V35 Quad BRI trunks T1PRI trunk Comes w
175. 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 alternative 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 84 Product Description 4th May 2005 Issue 12t 4 Terminals 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 cha
176. e as an IP Softphone Phone Manager PC Softphone by use of a license key Anne Webb Attendant Charles Broad Debra Harvey Extn369 Harry Smith As with Phone Manager Pro the Phone Manager PC Softphone offers the same GUI interface for the user to take control of making and receiving telephone calls Like Phone Manager Pro Phone Manager PC Softphonecommunicates 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 Phone Manager PC Softphone 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 Phone Manager PC Softphone 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 Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP and Windows 2000 when used in soft phone mode IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 120 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones IP Softphone Used as a Wireless Deskset
177. e 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 Servers 1P403 I P406 V1 V2 and I P412 The 1P403 1P406 V1 1P406 V2 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 V1 Office e 1P406 V2 Office e 1P412 Office IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 31 Product Description 4th May 2005 Issue 12t 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 Station DS ports for supported 24xx 44xx 54xx and 64xx Series phones plus 3810 and 9040 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 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 18 Data channels maximum of 10 useable for Voicemail Pro Note A data channel is used whenever a call is made from the IP network to an exchange line Central Office For example fou
178. e lead e Input 100 240Vac 50 60Hz 81 115VA 2 54 maximum e Output 24Vdc 1 5A output power 60W maximum Copyright 2005 Avaya Inc All rights reserved Page 269 Product Description 4th May 2005 Issue 12t IP Office Product Description Interfaces Interface Information DTE Port e 25 way D Type female connector V 24 V 28 e 9 way D type on 1P412 1P406 V2 and IP Office Small Office Edition EU J P Interfaces e BRI RJ45 sockets ETSI S T Interface to CTR3 for Pan European Connection e PRI El RJ45 socket ETSI S T Interface to CTR4 for Pan European Connection e PRI T1 J1 RJ 45 socket FCC Part 68 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 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 e RJ45 sockets Loop start Ground start regional dependant Trunk O e RJ45 sockets Telephone ports acts as master socket O ISDN e BRI B channel 64kbps or 56kbps D channel 16kbps Data Rates e PRI B channel 64kbps or 56kbps D channel 64kbps Analog e RJ45 sockets EU Telephone ports act as Master sockets Phone e CLI Schemes DTMFA DTMFC DTMFD FSK and UK20 Ports e REN 2 Exte
179. e need to request or repeat information when transferred to another agent IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 230 Product Description 4th May 2005 Issue 12t 13 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
180. e presented in an easily understandable graphical format all information is contained in one single view perfect for the small business IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 215 Product Description 4th May 2005 Issue 12t IP Office Product Description Compact Contact Center CCC Compact Contact Center CCC Compact Contact Center is a small to medium contact center solution that runs as a client server application It can support installations as small as 5 agents up to a maximum of 150 agents There are several integrated components within the CCC they are e Real Time Management by Exception e Call Center View e Alarm Reporter e Historical Reporting e CCC Reporter e Standard Reports e Report Scheduler e Custom Reporting Crystal Reports e Microsoft CRM Integration e MultiMedia Module e Wallboard Server Manager e PC Wallboard e Workforce Management I nterface e Queuing Announcements Voice Mail Pro The Compact Call Center is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP Office CCC has been designed to allow customers to manage their contact center more effectively and improve the service they provide to their customers The product consists of a set of integrated modules sharing a common database with IP Office The benefit of this approach is that there is a single point of configuration therefore
181. e 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 92 Product Description 4th May 2005 Issue 12t 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 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 i
182. e supported in any system e P400 Office Phone Module Available in three variants for 8 16 or 30 extensions e 1P400 Office Digital Station Module Available in two variants for 16 or 30 extensions e 1P400 Office So 8 Module Not available in some territories e P400 Office WAN 3 Module e P400 Office Analog Trunk 16 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 37 Product Description 4th May 2005 Issue 12t IP Office Product Description 1P400 Office Phone Module Provides POT ports for analog telephones The 1P400 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 38 Product Description 4th May 2005 Issue 12t 3 Platform Overview IP Office Digital Station Module Provides Digital Station DS ports for supported 24xx 44xx 54xx and 64xx Series phones plus 3810 and 9040 phones The 1P400 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 e Note A maximum of ten 4424D are supported on any Digital Station module Similarly a maximum of two 4450 units are
183. 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 a 128 COIE 6 IEA Maximum simultaneous calls FB 128 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 81 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 DEC
184. ed 4 E 270714us co can IS IV Extension Send Basic colors 270715m8 PRN CHI IV Extension Receive Mi mT TE MAY Z70715mS PRN CM0 271200mS PRN Thi Extension I Extension TxC E E E l E E 271713u5 PRN Thy ii T Extension AC ERE A A EN 272118m8 CMExtnB CMRel r MReles i I Extension TxP i 2 g 272119mS CM A E E w E mM Mm zi mi Map T Extension RxP 272119mS CHE mM A E E E E Fea 272119m8 cui D MonCM I Line Send 272120m5 2200 Monl 5 J onl R I 272120m8 CM Line Receive Custom colors 272121m8 pias M Targetting Short Code Msgs eee EF A y ar Line 4 BEE EEE ee Port Sumber BChan UUI ty jo Define Custom Colors gt gt Cause Timed Cancel 272122mS CMExtnT CMReles Line t DefaultAll Settings Tab Clear Al Tab Set All ox Cancel neal a IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 243 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 Manager 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
185. ed Page 52 Product Description 4th May 2005 Issue 12t 4 Terminals 4406D Terminal The 4406 supports the following features e 6 Programmable call appearance feature keys with twin lamps e 8 Fixed Feature Keys Speaker Mute Hold Volume Up Down 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 e Connects to an IP Office DS Digital Station port Note that this terminal does not support integrated directory access on the IP Office IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 53 Product Description 4th May 2005 Issue 12t IP Office Product Description 4412D Terminal The 4412 supports all of the features of the 4406 with the following differences e 12 Programmable call appearance feature keys with twin lamps e 12 Programmable feature keys without lamps ie not suitable for call appearance features e 4 Display Navigation Keys right of the display Menu Previous lt Next gt amp 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 e Connects to an IP Office DS Digital Statio
186. ed Voicemail cards storage capacity currently around 10 hours on the Small Office Edition and 15 hours on the 1P406 V2 The features available include e No Licence Key required e 4 independent Auto Attendants AA e 3 time profiles per AA e Up to 12 menu items per AA e Auto Attendant automatic time out to fallback location Default set to 8 seconds e 3 Port voicemail as standard on Small Office Edition 10 ports with 16VC variants of SOE 4 port voicemail for 1P406 V2 e Up to 10 hours storage on SOE 15 hours message storage on the P406V2 e Default local access from each station e Define system wide short code for VoiceMailCollect e g 9N e Set access code PIN for each extension for secure access e Configurable record time Default value 2 minutes maximum value 3 minutes e Access codes Minimum of 4 characters to be set e All G11 languages stored on the Flash Memory card e Help menus via 4 Greetings amp Mailbox Navigation e Voicemail Breakout Press 0 at any time to return to the operator IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 167 Product Description 4th May 2005 Issue 12t IP Office Product Description 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
187. eececeteeeteeeeeee eee ee cnn ocio corarcnna nono nani 258 What Bandwidth Do Require for Each Voice Call nonin 258 What Delay is Acceptable iii a tnihnti caine aes natin a nes dole ee Anat 259 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page viii Product Description 4th May 2005 Issue 12t Table Of Contents What is Tihe Perfect Network oca di echoes 259 How Many Simultaneous Calls Can Get Down My Link cn nn nono nan narancn nan nnnnnnns 259 What Is The Maximum Number Of Simultaneous VoIP Calls That IP Office SUPPOrtS eee eee e eee e eee 259 Does the IP Office Support Fax over IP oo nn rre renr nro nnnrn rn nenarerenrnnnnnns 260 Network ASSESS ONE si oia ra Se 260 Voice over IP Relevant Standards SUPpOrted oococococcccccnnnnncococonnnnnnonononnnnnnnnnnnonnnnnnnnnnnnnnnnnnnanrrrarannrerirnnnninnss 261 C TAPI Functions Supported by IP OffiC omccoooococcccccconccnonnnononrcnnnnncnnnnrrnnnrrnnannnnnnnrennanrnnanas 263 TARK2 A Functions Supported mein ted 263 TAPI 3O functions s pported eian iia 264 Changes from previous versions Of IP Office oo ieee renee EEEE EEEE 265 TAPI Reserved EleldS oscila 265 DevLink Reserved Fields ci tii rias 266 D Technical SpeCih CAL ONS ii cacas aaa 267 AAA O E ol than das cog ane E 267 DIMENSIONS A A ee ae ae 267 Environmental lit tia 267 Terminal Extension Cable Lengths 0 cect ee enna rn ren rn ner rra 267 Weight amp Power CONSUM
188. egrated 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 which 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 wit
189. eing sent There are several queue types supported in the MMM they are Email Queues A multimedia agent would receive emails from the queue and reply via MS Outlook client interface Emails queuing can be supported on POP3 or MS Exchange servers Chat Queues Utilizes the Microsoft Chat interface to route requests for real time chat between a customer and agent providing that much needed response in real time for your online customers Web Callback For those online customers wanting a real person to speak to instead of a chat session web callback enables them to leave their callback number once that is sent to an agent the system can automatically call back the customer providing a savings in time and better customer satisfaction with increased efficiency Proactive List Dialing Preview Dialing Import your direct marketing lists to Excel based datasheets and the Proactive List will create an outbound campaign for your agents Agents can accept particular contacts if desired or have automatic acceptance Result codes can determine if the call was successful or if it needs to be placed back in the queue for rescheduling e Wallboards 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 information or to make announcements PC Wallboards PC based wallboards allow
190. elephone to ring in 11 different styles By default three of these styles are used for External Calls Internal Calls and Ring Back Calls With release 3 0 the ability to have three different styles not 11 of ringing is being introduced to all the Digital and IP phones supported by IP Office Note that different styles refers to the ring cadence the sequence of long short rings and the length of paused in between The frequency of the ring the actual tone of the ring is determined by the terminal in question different terminals will have different frequency capabilities 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 The intruding party intrudes on the existing call and all parties hear a tone The speech path is enabled between the intruding party and the called 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
191. email 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 2005 Avaya 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 265 4th May 2005 Issue 12t 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
192. 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 82 Product Description 4th May 2005 Issue 12t 4 Terminals 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 connecti
193. ense 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 185 Product Description 4th May 2005 Issue 12t 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 of the caller s spoken answers and or the caller s key presses via DTMF At the end of the transaction
194. ephone with no display e 2 Programmable feature keys e Message Waiting Indicator e 7 fixed feature buttons 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 Protocol SNMP 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 e Hearing Aid Compatible e Uses H 323 protocol e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 67 Product Description 4th May 2005 Issue 12t IP Office Product Description 5602 IP Hardphone The 5602 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up down Speaker Voice Mail e 2x24 Character based Eurofont display with 2 programmable feature keys e Message Waiting Indicator e Call Monitor Speaker not a speaker phone 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 Protocol SNMP e Hearing Aid Compatible e Microsoft NetMeeting Compatible e P Address Assignment DHCP Client or Statically Configured e Download
195. er 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 127 Product Description 4th May 2005 Issue 12t 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 supplementary services are supported e Calling Line Identification Presentation CLIP Provides the
196. er 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 86 Product Description 4th May 2005 Issue 12t 4 Terminals Hardware The Avaya 3810 is ordered as a single unit containing e Base Unit e Handset e Telephone Cord e Base Unit Power Supply Adapter e Charging Stand Power Supply Adapter e Rechargeable Battery e Belt Clip e Charging Stand e User amp Installation Guide e Wall Plate Adapter Batt a Rechargeable 2 AC Adapters Battery Beltclip Charger Unit Wall Mount Stand e 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 e 20 Number Memory The 3810 can store up to 20 phone numbers for quick and easy speed dialling e Vibrator Alert The 3810 handset provides a vibrator alert feature as an alternative or in addition to an audible ringing to
197. er load could connect extra B channels and so 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 276 Product Description 4th May 2005 Issue 12t Glossary 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 o
198. er of via simple button clicks Ca Busy Wrap Up E Select Group membership 9 O75 Busy Not Available Start and 22 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 e Multiple Speed dial tabs to allow users to group speed dial Busy Lamp Field icons by department or location e g Sales or Support Up to 10 tabs each of up to 100 icons IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 153 Product Description 4th May 2005 Issue 12t IP Office Product Description Phone Manager Feature Comparison Feature Phone Manager Phone Manager Lite Pro Configure pone preferences OO o CLI ANI Name CLI ANI Name display pean Name ey dial management es a icons es s icons maximum maximum per tab Busy Lamp Field via speed dial es 15 icons maximum Multiple Speed Dial tabs to group Busy Lamp Field icons es 10 tabs maximum Microsoft Live Communications Server LCS Integration os fs Send Instant Messages IM to internal users via LCS emare Fe foal Prove DRO SANS A O SANA A OS CAM CAMA oicemail box contr
199. er 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 telephones 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 Voxcemedl Fro ey EN SS FS fie Edt Aticos Adiinisici on Help EY CORA AUEOES D Specie Sue Port Ure Gust th Shot Codes E reoneg cal Delt Sist Ports Delouk Stat Points gt Queued 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 i
200. esks 230 Oldest 188 On Hold 96 On off 152 Online 150 202 Onlybe 260 Operator 99 Opportunity Activity 218 Optional Internet Explorer 6 0 155 Optional Microsoft Outlook 98 2000 2003 XP 155 Organizational Activities 78 Orinoco AP1000 122 Out played 100 Service 97 Outdoor Box Outdoor Box DRM 83 Outdoor Box 83 Outdoor Box DRM Outdoor Box 83 Outdoor Box DRM 83 Outgoing Account Code Costing Log 218 Account Code Log 218 Calls 100 Most Common Destination 218 Outgoing 100 152 218 Outlook 152 Outlook Wizard 222 Outlook Goldmine 154 Overflow 186 Overflow Group 97 Overhead LAN 258 Overhead WAN 258 Overview Wireless VolP 122 Overview 122 Owned 188 P P333T existing 115 P333T 115 P333T PWR 115 P802 3af 115 PABXs 79 103 Packet 136 Packet Based Voice Networking 133 Packetized 129 133 Paging IP Phones 13 Paging 13 PAP 147 148 Park IDs 92 Park ID s 157 Park Slot Panel 157 Part client server 213 Voicemail Pro 186 Part 186 213 Passwords use 95 Passwords 95 PBXs 52 79 86 103 PC even 165 PC 21 58 60 68 69 70 79 89 103 105 107 112 113 114 115 121 143 150 152 155 157 163 165 167 188 200 202 224 227 PC application 94 95 PC application PhoneManager 180 PC Based 165 PC TAPI 98 PC Wallboard starting 224 PC Wallboard 216 224 227 PC Wallboard Example 224 PC based 218 PC less 12 PCMCIA 21 PCs 143 145 PC s
201. esources 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 amp 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 103 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Hardphones 4601 IP Hardphone The 4601 supports the following features e Basic SLT single line telephone with no display e 2 Programmable feature keys with single lamps e Message Waiting Indicator e 7 fixed feature buttons 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 Protocol SNMP e Microsoft NetMeeting Compatible e P Address Assignment DHCP Client or Statically Co
202. fice 3 0 Copyright 2005 Avaya Inc All rights reserved Page 189 Product Description 4th May 2005 Issue 12t IP Office Product Description The Search and Replay screen shown below provides filter fields that you can use to search for calls 1 ContactStore Microsoft Internet Explorer AVAYA ContactStore MS powered by WITNES IP Office 3 0 Product Description PartiesYa 203 Extn203 204 203 Extn203 204 Copyright 2005 Avaya Inc All rights reserved Incoming 204 Page 190 4th May 2005 Issue 12t 11 Voicemail Voicemail Feature Comparison Platform Support Embedded Voicemail Voicemail Voicemail Pro Lite IP Office Small Office Edition Yes uses in built VCM resources Capacities Voicemail Embedded Voicemail Voicemail Lite Voicemail Pro Number of No specific limit on IP Office Small No Limit No Limit Mailboxes Office Edition or 1P406 V2 supported Maximum Number 4 simultaneous calls on 1P406 V2 4 simultaneous calls on IP OfficeJUp to 30 dependent of Concurrent Calls From 1 10 simultaneous calls on P Small Office Edition 1P403 on license amp ports Office Small Office Edition depending P406 V1 V2 and 1P412 platform up on available VCM resources IP Office Small Office Edition 10 1P403 10 1P406 V1 V2 20 1P412 30 Recording Time 1P406 V2 Approximately 15 hours PC dependent Requires 1MB PC dependent IP Office Small Office Edition
203. fitted with a single module offering 5 10 or 20 simultaneous calls e The IP406 V2 can be fitted with a single module offering 5 10 20 or 30 simultaneous calls e The IP412 Office is capable of supporting two modules of all types allowing between 5 and 60 simultaneous calls IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 259 Product Description 4th May 2005 Issue 12t 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 be
204. for a simple voicemail alert or the entire voicemail to be forwarded or copied to any MAPI or SMTP compliant 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 Volcemall requires Textto Speech licence q ep Email alert mess age cnmemamnennn on the road Voicemail picks a bad Email mess age at home up the call on ae gt g gt no answer 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 wl PLATEA mM Tarna ir a A Te Dar a ee Tre o Me dor Char awe 0 f
205. g 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 monitored If a User has Cannot Be Intrude feature programmed their calls cannot be monitored IP phones cannot be monitored IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 95 Product Description 4th May 2005 Issue 12t IP Office Product Description Ring Back When Free
206. gement 115 Avaya Internet Protocol 115 Avaya Intuity Audix 180 Avaya IP following 115 power 115 Avaya IP 115 122 Avaya IP Office 11 Avaya IP Office Family 11 Avaya IP Phone Adapter 115 Avaya IP Phone Power Adapter 115 Avaya IP Telephone Power Adapter Cisco Catalyst Test Configurations 115 Avaya IP Telephone Power Adapter 115 Avaya IP Telephones 115 Avaya IP Wireless Solution 122 Avaya IP Wireless Telephone Solution 122 Avaya IP Wireless Telephones 122 Avaya Mid Span Power Distribution Units 115 Avaya P130 103 Avaya Representative 11 Avaya Support 260 Avaya Voice Priority Processor 122 Avaya voicemail 180 Avaya s TransTalk 9040 83 AWG22 267 AWG24 267 AWG26 267 AWTS Open Application Interface 122 B Back When Free 96 Backlit 85 Backup 115 BACP 145 Bandwidth Allocation Control Protocol 145 Bandwidth Do 258 Base Unit 52 86 Base Unit Power Supply Adapter 86 BaseT 69 70 113 114 BaseT Ethernet 58 105 BaseT Ethernet Switched 60 107 Basic Rate 100 143 Basic SLT 57 67 104 111 Battery Charging 86 Battery Low 52 86 Belt Clip 86 122 Belt pocket 85 Benefits CTI 230 Benefits 230 Benefits Do 258 Better Customer Service Delivering 230 Better Customer Service 230 BLF groups 157 BLF 157 207 BLF Panel 157 Blind Transfer called 93 Blind Transfer 93 Blue Pumpkin Software 227 Both Voicemail Lite 165 Bothway 146 Bps 258 Copyright 2005 Avaya Inc All rights
207. ghts reserved Page 166 Product Description 4th May 2005 Issue 12t 11 Voicemail Centralized Voicemail Where IP Office is deployed in Definity Multi Vantage ACM Environments it may be desirable to utilize the voicemail system whether I ntuity Audix or Modular Messaging to provide voicemail services to IP Office users Connectivity must be either an El or T1 circuit or an IP trunk running QSig services In addition to the IP Office license Key Centralized VM with ACM RFA that enables this service further license keys may be required on the Definity Multi Vantage ACM system Embedded Voicemail 1P406 V2 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 Embedded Voicemail may be the preferred option to enable an entry level voicemail service On the IP Office Small Office Edition and the IP406 V2 Embedded Voicemail can be installed to provide an entry level voicemail service With the Small Office Edition this solution does require a voice compression channel for each call that it handles See the Voicemail Feature Comparison table for functional details and the IP Office Small Office Edition section for further details The maximum number of messages stored is only restricted by Embedd
208. h 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 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 ac
209. hared 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 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 VolP 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 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 72
210. hat gateway then forwards the 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 275 Product Description 4th May 2005 Issue 12t IP Office Product Description 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
211. he 1P406 V1 V2 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 200 Product Description 4th May 2005 Issue 12t 12 Audio Conferencing IP Office Standard 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 IP 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 h
212. 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 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 4 2 8GHz above with 512MB RAM 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 supporting as many web clients as required please refer to Microsoft for licensing e 80MB of free
213. hone 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 Intrusion Warning Tone This is a system wide setting that enables or disables warning tones played to users that are being intruded upon Key amp Lamp Operation With R3 0 IP Office offers a full range of Key and Lamp features
214. ications can then use this data to allocate costs to departments analyze trunk capacity report 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 SMDR Diagnostics reg P Ft peor for berpet pedio Fr pefr ime 18 UG LUG D Product Description di ma ue 00 00 000 2110 215 215 1 6 O E215 Extn215E215Extn2150 2004 10 19 2 R No 07 47 07 00 00 00 0 O 1 100 04 Eq Name D O 2004 10 19 ga 00 00 100 2151 215 215 D 6 0 W9551ChannelE215Exn2150 0 07 46 56 1 2004 10 19 co 00 00 091 2111 369 369 D 7 0 9551ChannelE211Extn2110 0 07 46 54 1 2004 10 19 E 00 00 070 2111 95519551 0 7 0 9551ChannelES69Exn3s690 0 07 46 56 1 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 245 4th May 2005 Issue 12t 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 P403 Compact Office e P406 V2 Office e P412 Office e Factory Configurations e Country Availability
215. ice Product Description Group Broadcast Messages With VoiceMail Pro two modes of operation exist for the handling of hunt group messages The method used is configured for the group through the IP Office Manager The first mode places the message in the hunt group mailbox and only informs those individuals configured for message waiting indication from that group This is ideal for scenarios where only a few people such as a call center supervisor need to be initially aware of group messages This is the default mode of operation Any message waiting light lit by this is extinguished when the new hunt group message is accessed by a user In the second mode of operation the message not stored in the hunt group mailbox Instead it is broadcast copied and forwarded to the individual mailboxes of all the hunt group member This lights the individual messages waiting light of each user until they access their mailbox Personal Distribution Lists Personal Distribution Lists are only available with VoiceMail Pro when operating in Intuity mode The feature provides the ability for a user to distribute a voicemail message to a list of recipients simultaneously Lists can be configured by a voicemail box subscriber either through their voicemail box telephone user interface TUI or through the desktop PC application PhoneManager This feature operates is similar in operation to the same feature available with the Avaya Intuity Audix The fea
216. ient 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 e 5 line x 29 character 168 x 80 4 grayscale display e 24 Programmable call appearance feature keys arranged in 4 switchable display pages of 6 matching the 6 physical display buttons e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Integrated 2 full duplex 10 100 BaseT switched Ethernet ports for connection to the IP Office and PC pass through e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 113 Product Description 4th May 2005 Issue 12t IP Office Product Description 5620 I P Hardphone e 24 Programmable call appearance feature keys arranged in 2 switchable display pages of 12 matching the 12 physical display buttons e Automatically labeled from the system no paper labels e 11 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Conference Transfer Hold Redial and Drop e Large graphical gray scale display 168 x 132 pixels e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Full duplex speaker phone with acoustic cavity for improved sound quality e Socket for use with the EU2
217. ight 2005 Avaya Inc All rights reserved Page 134 Product Description 4th May 2005 Issue 12t 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 VoIP 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 135 Product Description 4th May 2005 Issue 12t IP Office Product Description Supplementary services within I P networks Supplementary services within P networks Supplementary services within an IP environment are provided via Q 931 and H323 IP Office provides the same rich services as enjoyed within a traditional network environment Our standards based approach allows intero
218. ility Optional internal upgrades allow for the support of up 12 x V 90 modem calls and a 5 10 20 or 30 channel Voice Compression Module VCM The VCM module supports 5 10 20 or 30 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 V2 can be enhanced to support a mixture of Analog Digital or IP Handsets to maximum of 190 8 x Digital Station DS Status Lamps Compact Flash 8 x Switch LAN Ports 2 x Analog POT se PEE Extension Ports for optional Embedded Voicemail card Front Panel Power Serial WAN Port 6 x Expansion Ports Socket Port Audio External Output Slots A and B can contain any combination of u E dee Switch Socket Analog BRI and or PRI trunk cards dual PRI Slot A only a ANALOG TRUNK PRI E cs Es IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 34 Product Description 4th May 2005 Issue 12t 3 Platform Overview Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 35 Product Description 4th May 2005 Issue 12t IP Office Product Description 1P412 Office With a more powerf
219. ilizing Database Actions The new database actions that are provided through the Voicemail Pro Client 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 173 Product Description 4th May 2005 Issue 12t 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
220. ill supports the 4624 Avaya no longer sells this phone Customers are encouraged to use the 4620 or 5620 with the IP Office The 4624 supports all of the features of the 4606 with the following differences e 24 Programmable call appearance feature keys with twin lamps 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 amp Exit e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 63 Product Description 4th May 2005 Issue 12t IP Office Product Description 5402 Terminal The 5402 supports the following features e Can only be used on the IP Office or Small Office these terminals will not function on any other Avaya communications equipment e High end feature set with productivity local call log speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e Adjustable Desk Stand either desk or wall mountable e Fully Global ready Icons used to indicate fixed button functionality e 2 line x 24 character display with 2 programmable call appearance feature keys e An additional 12 programmable feature keys can be accessed via the FEATURE key not suitable for call appearance features e Listen only speaker e 10 Fixed Feature Keys Conference Tra
221. inal Adaptors 16 Terminal Extension Cable Lengths 267 TFTP 122 260 ThatlP 259 The 3810 86 The Material Codes Mid Span 115 The Material Codes 115 The Perfect Network 259 They re 150 Third party Fax 12 Three departments hunt 213 Time Profiles 101 144 187 Time date 95 Timeout 265 Today 1P403 199 Toggle Calls 96 Topic 218 ToS 259 Total base stations repeaters 81 TPAD 147 Traditional Wall Mounted Wallboards 224 Transaction Packet Assembler Dissembler 147 Transfer 52 70 86 114 150 157 Transfer Call Tracking Detail 218 Transferred Call Queuing 101 Transferred Call 101 Transmission recep tion 129 Transmit receive changing 85 Transmit receive 85 TransTalk Introduction 83 TransTalk 78 83 85 TransTalk 9040 83 84 85 TransTalk 9040 Accessories 85 TransTalk 9040 Voice Terminal Attributes 84 TransTalk 9040 Wireless Handset 45 Tree International Learning 218 Tree International 218 Tri color 224 Trigger control 98 Trunk Group Activity 218 Trunk Group Busy 218 Trunk Group Call Duration 218 Trunk Group Response 218 Trunk Group Summary 218 Trunk Line Types Supported 129 Trunk VolP 199 Trusted 143 TUI 179 180 Copyright 2005 Avaya Inc All rights reserved Tunneling Protocol 148 Types Crystal 218 IP 103 Leased Line 143 License Keys 250 PSTN 100 Service 259 Types 100 103 143 218 250 259 U UDP Port 257 UDP Port Selection 57 58 60 67 68 69 104 105
222. ine exception days such as public holidays vacation Voicemail Pro also offers the concept 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 169 Product Description 4th May 2005 Issue 12t IP Office Product Description In summary Voicemail Pro adds Voicemail Pro Manager graphical user interface Customizable voicemail services for individual business requirements Personal Numbering Broadcast group messages 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 with
223. ing 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 VoiceMail Pro Schedules for Day Afternoon and or Night VoiceMail Pro Holiday Schedules 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 File 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 VoiceMail Pro Day Afternoon Night Schedule CSV File Column 1 Day Column 2 Start Time Column 3 End Time VoiceMail Pro Holiday Schedule CSV File Column 1 Month 3 Characters only Co
224. ink 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 phones 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 IP 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 Compact DECT ki Upto 8 Handsets with rex of 6 Sirrultarecus cals Twisted Par Cable IP Office Compact DECT integration to IP Office4 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 79 Product Description 4th May 2005 Issue 12t IP Office Product Description 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
225. ion the Administrator can select which Languages they wish to have installed on the Voicemail Pro server Once 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 176 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 Synta
226. ir 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 30d Manager 255 255 255 255 C Program Files Manageri 1P403 cfg File Edit View Tools Window Help al i Configuration Tree BOOTP 2 Operator 3 SE William Wallis VoiceMail Ea System IP403 SR Vera Henderson VoiceMail Line 0 Se Tyler Tims WoiceM ail Sa Unit 5 SE Tim Davids VoiceMail Extension 43 y Se Teressa Green 216 WoiceM ail Hunt Group 4 SE Stuart Tudor 230 VoiceMail Paz Main 200 x ae ase VoiceMail QO oger Soames VoiceMail senile 300 Fe Richard Walker 214 VoiceMail Fez Support 302 Remote anager WoiceMail Dialln Shortcode 70 Je Rebeca 205 VoiceMail Service 0 Se Paul Philips 233 YoiceMail RAS 1 Se Oscar Felt 234 VoiceMail Incoming Call Route 1 NoUser VoiceMail WAN Port 0 3 Nigel Palm 236 VoiceMail Directory 1 SE Ngaire Evans 222 VoiceMail Time Profile 2 SE Mick Evans 227 VoiceMail fF B Firewall Profile 1 Se Mervin Porter VoiceMail AS IP Route 3 SE Matt Godwerd 201 VoiceMail CallWaiting Least Cost Route 0 Licence 33 Account Code 2 nA llsar Rastriction 111 Se Mathew Godw 209 VoiceMail m Mary Grays VoiceMail Login The IP Office Manager opera
227. ironments e Ruggedized durable design e Push to talk walkie talkie feature for broadcast communications between employees IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 51 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 e Base station connects to an IP Office DS Digital Station port 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 3 0 Copyright 2005 Avaya Inc All rights reserv
228. itality e Support Services e Management e Staff Functions e Maintenance Personnel e Production and Warehouse Supervisors e T Support and Building Services Support e Key Managers e Security e Guest Phones e Sales Teams IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 78 Product Description 4th May 2005 Issue 12t 4 Terminals 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 Unit 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 1 Main base station plus 6 repeaters The Compact DECT CU is connected to the IP Office control cabinet by 2 wire analog extension ports and to a PC via a V24 control l
229. itch 9 pin DTE serial port support for one VCM 30 card for non blocking single PRI sites 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 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 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 1P412 Office PRI 24 T1 700184740 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 T1 card giving 24 lines 1P400 Office PRI T1 Expandable by 12 Expansion Modules 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 c
230. ith new back panel Rear Panel Copyright 2005 Avaya Inc All rights reserved Page 25 Product Description 4th May 2005 Issue 12t 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 VolP except with 16 VoIP resources as standard 8 x Digital Station Ports 4 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 EXT 2135 Cr 2A Functional Earth 2 x PCMCIA slots for Wireless Jack Socket and Embedded Voicemail Knock out panel s for trunk module kits for example AA WAN X21 V24 V35 Quad BRI trunks T1PRI trunk Comes with new back panel Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 26 Product Description 4th May 2005 Issue 12t 2 IP Office Small Office Edition Platform IP Office Small Office Edition WAN Expansion 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 P400 WAN Expansion The 1P400 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 sup
231. itted 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 Phone Manager PC Softphone 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 251 Product Description 4th May 2005 Issue 12t IP Office Product Description Factory Configurations Avaya IP Office Small Office Edition Control Units 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 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 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 compression resources as
232. ix When using this solution certain wireless access points must be used to ensure QoS for the voice conversation 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 J 041 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 123 Product Description 4th May 2005 Issue 12t IP Office Produc
233. l 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 Status Percentage e Individual Trunk Details Ga Percentage Time in State Iof x S ul Fiona Macintosh 4120 IV Display Labels 48 DA ass s0 05 Ready EA LGA hoaina az 04 57 Busywrepup 3 07 48 00 00 Busy 00 00 _ 00 00 Te A oons 00 34 IO ETA 10 27 00 00 00 ae 1226 Ringing Ir 02 02 02 33 interna Made 07 23 08 26 Coma 1 _ 00 00 00 00 oR 30 85 Call Center View Real Time Example IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 217 Product Description 4th May 2005 Issue 12t IP Office Product Description Historical Reporting with Compact Contact Center CCC Reporter CCC Reporter provides in depth historical reporting on the customer facing department s activity Report Manager provides up to 73 standard reports for measuring overall contact ce
234. l by ICLID CLI matching This allows recording to be based on a ICLID CLI match e Time Profiles For each user hunt group and or account code an IP Office time profile can be used to determine when auto recording is used Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system For some situations it may be a requirement that call parties are advised that their call is about to be recorded This is done by switching on the Play Advice on Call Recording option IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 187 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Office ContactStore The standard Call Recording facilities provided with IP Office and VoiceMail Pro can be extended further by using IP Office ContactStore IP Office ContactStore complements the voice recording capabilities it stores and catalogs the recordings so that they are easily accessible for later retrieval Any recordings that you instruct VoiceMail Pro to send to the Voice Recording Library are placed in a database IP Office ContactStore is provided with the VoiceMail Pro software CD set and has an inbuilt 45 day trial license A fully featured IP Office ContactStore system can be installed and used for 45 days from the creation of the first recording After this time the system will stop taking recordings until a license is purchased and installed o
235. l rights reserved Page 183 Product Description 4th May 2005 Issue 12t 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 Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 184 Product Description 4th May 2005 Is
236. lan 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 o Ei your PIN code E mie E j E is PX Purchasing Voice Mail Pro Manager gt i A E a y Supplier Now York AER A l qoo 4 Office A E Ak F Mobile Worker Sales Director Home Worker IP Office Voicemail Pro complements the built in meet me conference bridge facility on IP Office 1P403 1P406 V1 V2 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 198 Product Description 4th May 2005 Issue 12t 12 Audio Conferencing IP Office Conferencing Capacity The IP Office platforms provide maximum flexi
237. le 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 e Uses H 323 protocol e Connects to IP Office via the LAN The 5602SW includes all of the above features plus an integrated Ethernet switch for PC connection e Second full Duplex 10 100 BaseT Ethernet port for PC pass through connection e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 112 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones 5610 I P Hardphone The 5610 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e Message Waiting Indicator e Full duplex speaker phone e Built in headset jack e Multiple language support built in English French Italian Spanish KataKana e 8 Personalized ring patterns 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 Protocol SNMP e Hearing Aid Compatible e Microsoft NetMeeting Compatible e P Address Assignment DHCP Cl
238. le display e Ringer volume and tone e 16 Programmable call appearance feature keys with twin lamps e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 72 Product Description 4th May 2005 Issue 12t 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 Programmable call appearance feature keys with twin lamps e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 73 Product Description 4th May 2005 Issue 12t IP Office Product Description EU24 The EU24 is an add on unit that works in association with a 2420 4620 4620SW 5420 5620 and 5620SW It provides an additional 24 programmable buttons with associated display label and status icons Only one EU24 per phone Each IP Office DS module supports a maximum of two EU24 units only e 24 Programmable call appearance feature keys e Automatically labeled from the system no pape
239. left for them It provides security by prompting for a PIN code should a user wish to change 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 def
240. lient 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 participants on the conference call that is u
241. list can be added to the system Interaction 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 x TC R Author y f fao _ App 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 SQL Wizard Functiorr Tables INSERT OrderDetads CortactT elephone Cost CreditCardE xpiry CP3 CreditCardNumber CP2 ISBN DBD 2 Finish i lt Back In the example above the fields within the OrderDetails table will be updated with the information held within the defi
242. ll be requested by Avaya Support For more details about available tools resources and services to enable you to audit your network for VoIP readiness please contact your local Avaya representative IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 260 Product Description 4th May 2005 Issue 12t B Implementing Voice over IP 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 3 0 Copyright 2005 Avaya Inc All
243. ll rights reserved Page 141 Product Description 4th May 2005 Issue 12t IP Office Product Description LAN to LAN Routing Gone are the days when an office could exist 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 c
244. llowing 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 ID if the network supports it e Access to either 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
245. llows 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 conference parties is reduced 4 The1P412 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 199 Product Description 4th May 2005 Issue 12t IP Office Product Description Voicemail Pro Requirements if PIN 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 t
246. lowed access in four different 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 146 Product Description 4th May 2005 Issue 12t 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 te
247. lumn 2 Date 2 digits IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 241 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 BILIE ILL 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 OterParty 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 of 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
248. m 9 7 Expansion 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 40 C 95 relative humidity non condensing Terminal Extension Cable Lengths The following table details the maximum cable lengths supported for the telephone range using AWG22 24 and 26 cabling Phone AWG22 AWG24 0 5mm 9 AWG26 2400 5400 Series 1 67km 5500 feet 1 1km 3500 feet 0 67km 2200 feet 4406D 1km 3280 feet 1km 3280 feet 0 4km 1310 feet IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 267 Product Description 4th May 2005 Issue 12t IP Office Product Description Weight amp Power Consumption Unit Weight Power Consumption Nominal Watts 1P403 Control Unit 2 6Kg 5 8lbs 26 1P406 V1 V2 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 DS 16 Module 3 0Kg 6 7lbs 24 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 Heat Dissipation Note that the above numbers are for reference only For practical purposes for example the calculation of heat dissipation it is recommended to base environmental requirements eg
249. mary Agent Group Tabular Agent Individual All Media Agent Individual Agent Tabular All Media Agent Tabular Customer Tracking by Call Identifier Customer Tracking by CLI DDI Call Duration DDI Distribution by Target DDI Distribution DDI Response DDI Routing DDI Summary External Transferred Account Code Incoming DDI Summary Incoming Duration Summary All Media Product Description 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 Copyright 2005 Avaya Inc All rights reserved Incoming Duration Summary Incoming Pilot Summary Lost Call CLI Multi Media Summary Outgoing Account Code Costing Log All Media Outgoing Account Code Log All Media Outgoing Account Code Log Graphical Outgoing Account Code Log Outgoing Most Common Destination by Agent Group Pilot Call Duration Pilot Distribution by Target Pilot Distribution Pilot Response Pilot Routing Pilot Summary All Calls Pilot Summary Pilot Summary All Media System Summary Target Graphical Summary All Media Target Graphical Summary Target Member Duration All Media Target Member Duration Transfer Call Tracking Detail by Agent Trunk Group Activity Trunk Group Activity All Media Trunk Group Busy Trunk Group Call Duration Trunk Group Response Trunk
250. 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 e Lower TCO Provides small businesses with robust contact center measurements produced in an easily understandable format e Standards Based Data is output to a CSV file format that is used by Microsoft Excel Customer can import format to other reporting applications e Ease of Use CBC s real time charts are presented in an easily understandable graphical format all information is contained in one single view perfect for the small business CBC Alarms amp Email Notification In order to provide those small enterprises with instant access to developing situations within their business Compact Business Center V2 1 will provide alarms on the following pre defined parameters e Lost Calls e Trunk Utilization Available Lines e Calls Queued e Available Agents In addition to providing these alarms CBC also provides email notification to key contacts in your business or installer providing up to the minute status on the business This feature is extremely useful for determining whether an increase in trunk capacity is needed or if new employees are essential to future business IP Office 3 0 Copyright 200
251. n English French Italian Spanish amp KataKana e 8 Personalized ring patterns e Hearing Aid Compatible e Uses H 323 protocol e Integrated 2 full duplex 10 100 BaseT switched Ethernet ports for connection to the IP Office and PC pass through e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 70 Product Description 4th May 2005 Issue 12t 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 Programmable call appearance feature keys with twin lamps e 8 Fixed feature keys Speaker Mute Conference Transfer Redial Hold Volume Up Down e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 71 Product Description 4th May 2005 Issue 12t 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 Adjustab
252. n port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 54 Product Description 4th May 2005 Issue 12t 4 Terminals 4424D Terminal The 4424D supports all of the features of the 4406 with the following differences e 24 Programmable call appearance feature keys with twin lamps 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 2 x24 character display e Connects to an IP Office DS Digital Station port Note Only ten 4424D telephones are supported on any single IP Office Digital Station 16 or Digital Station 30 Expansion Module IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 55 Product Description 4th May 2005 Issue 12t IP Office Product Description DSS4450 Unit The DSS4450 works in association with the 4412D and 4424D telephones each of which can support up to two DSS4450 adjuncts Auxiliary power is required Each DSS4450 provides an additional 60 programmable call appearance feature keys with twin lamps No more than two DSS4450 adjuncts are supported per IP Office module That applies to the 1P403 and Small Office Edition control units with DS ports and to the Digital Station 16 and Digital Station 30 E
253. n VOIP cccccccseceecceeeeeeeeeeeeeeeeeeeeeeeeee see eeeee se EEEE SEEEEEEEEEEEEEENEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE 78 Digit Cordless Solutions non VOIP ooooocccccnnnccccnnnnnccnnnnnonocononononononoronononnroncnnnnnrrrn AAA ESESE OHA EEEEE SAAR EE EEE OE EERE 78 P Office DEC rne A de alice wena relia A A A A A alameda ete a 79 A O O ES 83 AVI 381 iii rd A A a AAA A A ES 86 5 Telephony Functions amp Call Handling cooocccccocccononcnnnnnccnnccnnnconanarennan cnn nnnrnnnnrenannrnnnnnnnnano 89 Telephony Functions amp Call Handling rr rencn nono nro nera rrn rn nene nro raro ner nnnrernnns 89 EXTENSION AUS ada 90 Ee ture Handset Compatibility venia adria as pa do eta 90 ADS toda 92 Call COMU iia A vere ta 92 Call Forward E E E E A a AO dea Monae 92 Call ii A AS 92 CAMINA e a A Mahia pele aaa dda 92 CA oca dea 92 Call PickUD tia arta Va tatoo biie 93 Call Steal Acquire Caller a aaa 93 Gall Tran SiG A AAA A diate tek inna eden den tae ead ae 93 Call Watt if asin se a O smash ove ec dances E A eee a eee 93 Clear Call Waitin Gigs insect icine a ai 93 Conference Callsis ataie tte lie areata vedas AA A ee ae ed 94 AS A eee ee ence eee ete ae ce Ge na 94 Directory an ainet yeaa yi Aeherdd be abona 94 DISEINCUIVE RINGING 0 coi oca daban EEE EA 94 DO NOE IDIStUIED Friis t n n ie oe a E Ea A A AE awe 94 Enhanced Intrusion Whisper PaQe ccccccssseececeseeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseeeeeeeseseeeeeeeseeee
254. n 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 all IP Office control units IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 98 Product Description 4th May 2005 Issue 12t 5 Telephony Functions amp Call Handling 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 Operator 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 telep
255. n also be used to configure systems and to manage user adds moves and changes These wizards make setting up and using the IP Office very easy Business partners can use them or allow clients to access them for basic moves adds and changes IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 16 Product Description 4th May 2005 Issue 12t 1 Introduction 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 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 stations and 3 VoIP resources e 4 Analog trunks 4 analog extensions 8 digital stations and 16 VoIP resources 1P403 Office Supports 3 Ex
256. n one telephony device and also provides advanced call center operation Because the network is integrated into the fabric 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 overhea
257. naaseseessananeseees 94 Elle A v eddvchas A EEE Ea laa EE Eaa daa 95 Handset Dial By Names cis A A ee lel a die ee 95 HOE Tira mStersatettates E a A aaa 95 Hold eall Waiting a arar ade dave Bastar 95 E ETEA ETE E ATA E A N E EEE 95 MeetsMe Confesiones 95 Monitor Calls ia A A A A A a da 95 Ring Back When Erre ei 96 Relay On Off Pulsey ascii A dsd 96 SUSO RM a a a 96 Suspend Call WAIN corras a e ati Moms 96 MOGOlE Callate cat tedutecvadia cian btaeitaceite conten delata dilo 96 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page iv Product Description 4th May 2005 Issue 12t Table Of Contents Systematic dai dad des Dunia 97 ACCOUNT COS a 97 Automatic Call Distribution Hunt Groups cccccecseseececceceeeeeeeseeeeeeneeeeeeeaeeeeeeeeeseeeeaseseeeeaeaseeeeaeaesesesenaagess 97 Bridged Appearance oeii eaei ieiet apan a E AEE Pie EETA Ea EAE O NEEE La PAKETEA ana EA ETa 97 Call APPedrance cationes pi A do ad eae eet 97 Call Ba e AEE e a A A E 98 Call GOVErag usina pd te et 98 Caller Displayiton aca lt 98 DAEMON ii Gather a e aa a AA dae Aa T lear Ea O E E a AA a 98 External Control POTEA rea arn aua aaaeei ENEE EAA O aAa Aa PATa VAATA AEEA LERA AAE EANA PA ANA KAA EA ATTER aA TS 98 COT che AT E EA AT A E 98 Group Paging ci a a A AA cd aa 98 Hold MUSIC a AR oia 98 HOE DESKIN G2 mortal A ia 99 incoming Call ROUNO irrita A tite etree pet 99 Lintrusion Warning Tone A Ao 99 AE O 99 Least COSER tii ba 99 E
258. nalog trunks can be provisioned using the P400 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 IP Office models support common software telephones and applications IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 17 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 e P Office with the Integral H 323 Server supports selected Avaya 56xx series of H 323 IP telephones selected Avaya 46xx series of H 232 IP telephones 36xx Wireless VoIP sets and Phone Manager which can operate in a management Computer Telephony Interface mode or CTI or IP Soft phone modes e P400 Digital Station 16 or 30 Module supports the Avaya 54xx series of digital phones selected MERLIN MAGIX 44xx series and all 64xx 24xx digital series sets except the 6402 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 e The IP Office Digital Station module supports the new Avaya 3810 wireless handset and the existing TransTalk 9040 wireless han
259. nalog port 2 is connected to POT port 1 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 21 Product Description 4th May 2005 Issue 12t 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 POT ports During power fail analog trunk port 2 is connected to analog extension port 1 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 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 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 ES DTE po 6 o 0 24V DC 2 x PCMCIA slots for Wireless Functional Earth a and Embedded Voicemail Jack Socket Knock out panel s for trunk module kits for example E a WAN X21 V24 V35 Quad BRI trunks T1PRI trunk Comes with new back panel Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 22
260. nd accurate setup of IP Office in both Key and PBX modes The graphical interface allows the installer to easily assign functions lines and coverage and bridge appearances to individual buttons The standard user templates including button programming can be created and saved within the wizard for use on future P Office installations The IP Office Wizard supports the configuration of the Embedded and VoiceMail Pro voice mail platforms either offline or online In offline mode where the voice mail is not present the configuration is saved to the PC and sent to the appropriate voicemail platform when it is available The IP Office Wizard VoiceMail Pro configuration supports the setup of four two tier auto attendants and actions including transfer play directory list leave message and repeat menu options and announcement The recording of bilingual prompts and messages can be completed via the wizard through a set connected to the system or via the PC The Wizard allows Day Afternoon Night and Holiday schedules to be defined and assigned on a system wide or per individual auto attendant basis The ability to print the IP Office configuration or part of the configuration is included as part of the IP Office Wizards IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 239 Product Description 4th May 2005 Issue 12t IP Office Product Description Management Wizard an an wizardAA Morning Menu 2 Configuration ou ale
261. nd 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 beyond 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 140 Product Description 4th May 2005 Issue 12t 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
262. ne e Redial Button A fixed Redial button is provided to facilitate repeated calling attempts IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 87 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 reside 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 additi
263. ne Appearance iii A A A A ne lan aaa 100 Maxim m CA E 100 Key 8 Lamp Operaen aina an a A do radar 100 NIG ESEIVICS ati dns 100 OTE S Witch 100 Outgoing Call eds 100 PIN Restricted Callin gurinetan ve pene loca nses deuce ceeatne celia eeuteceaiberdpuagleey cell AERA RAE a AEAEE eivecheces 100 Personal Fax NUMDEGES so rec te ieee is di 101 QUEUE duct cack det as eave meen outa ag RT ae 101 Queuing a Transferred Call to a Busy EXtenSion ee eee e eet eeee eee aeeaeeeaaaa 101 aoa COMES 6s oct oats aes O 101 Speed Dialing ii aie ieee ee ee eed ah ae a i ee Le eet 101 TIME Profiles ac cies ae A A aia 101 6 IP Telephony Hard Phones amp Soft PhoN S oomccooooccccooccononcnnonnnonnnrennncnnnnnrnnnnrennnnncnnanrenas 103 Introduction to IP Tele pnOny carita adi 103 Gateways Gatekeepers and H 323 Technology OVErVieW ec ree rn i nani 103 Pan PHOTES ios is orf O EN 104 4601 PHardphO mes ii cisstis ecahavccehdenen cen eg ty ibid 104 4602 46025W LP Hard phoney ot tb dpi dette 105 4606 IP A AT 106 AGL OPP Hard PHO ne sec conta a a a de ate 107 AGL2 IP Hard A Staats ia taut sc heudes gies eugedeciets aida causeseta Seadoateueorwaceun E E 108 A620 4620SW IP HardphOn canica A do A eta 109 AG24 IP Harp Oia A ida 110 5601 1P Hard toca a na 111 5602 IP Hardphon e isata a aea AA ed 112 50L0 Pardo oa 113 5020 11P HardphoNe pinta iia ado o pad 114 Power Options for IP Telephone oooooococccccnoncononoconnenennnnnn
264. ned system variables i e ContactTelephone will be updated with the current contents of the CP4 variable Cost will be updated with the current contents of the DBD 1 variable etc IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 174 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 Client 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 genera
265. nfigured e Downloadable firmware for future upgrades e Wall Mountable with included desk wall mount stand e Avaya Grey Color for all markets e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 104 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones 4602 4602SW 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 with 2 programmable call appearance feature keys e Message Waiting Indicator e Call Monitor Speaker not a speaker phone e G 711 G 729a B Voice CODECs e QoS Options of UDP Port Selection DiffServ and 802 1p B VLAN e 10 100 BaseT Ethernet port for connection to the IP Office e Support 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 e Connects to IP Office via the LAN The 4602SW includes all of the above features plus an integrated Ethernet switch for PC connection e Second full duplex 10 100 BaseT Ethernet port for PC pass through connection e Auto negotiation provided separately for each
266. ng 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 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 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 T
267. ng 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 when available The wizard incorporates error checking of the configuration It detects a wide range of configuration conflicts through the error checking 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 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 Properties Preferences Button Programming Select a Set DS Sets 6400 2400 5400 Series 4400 Series Adjunct O 6424 C 4406 D None C 1055 C 2055 C 6408 C 2410 5410 4412D C 6416 C 2420 5420 M Head Set Cal Appearance MO ooo TOEN E O BOEDO Button Number f7 E John Doet ESA Bridged Appearance o Bridged Appearance The IP Office Wizards provide simple tools to enable the quick a
268. nininoniniononano nara n oran oro nono n oran o ron arnn rn nn rnnr rr nora nnnar nar naccnon 23 IP Office Small Office Edition 4T 4A 8DS 3 VOIP onnnnnnnnnnnoncnoninoconaron ono nono nono n ono n anno anno raro rnnn anno rnn nano nanonaninons 24 IP Office Small Office Edition 4T 4A 8D5 16 VOIP ooonnonnnoninnninnconoconononononoconaro nano naronann nano n aro nanonaronacinaninons 26 IP Office Small Office Edition WAN Expansion INterfaceS ooonoocccccicconinnnnninncncncnnnnnnonnnnnnnnnnnnnnnnnnnnnnncnnanacinanones 27 P400 WAN EXpansiOn tential kate Natacha Si nasa 27 IP400 O FCO BRI Gard a AA O E A A OOO A da 21 P400 Office TL PRICE iia 27 Optional Wireless ACCESS Poniran seir a a bd ties 28 Optional Embedded Voicemail and Auto Attendant sssssssisssssstirituktttt ttt n rn nies 29 3 Platform Overview wiscsssiecnccnnccendccsenucveducsscsscnscssudecsseecasennadesscdecdsensedecsensudcns acessencudcessadensenane 31 IP OFICE OVE E at A i a beree A a a aa Aa 31 IP Office Servers 1P403 1P406 V1 V2 and IP412 wo cccccccccce cece oran no nora n oran oran ocn nannn anno ann nano n ano nanonarinaninons 31 ENERE E E E E SA E S arate AE A E che canis O A EA ESE EE EA 32 PAOS O Mic Viana a ia 33 AN O ON 34 PEATONES A A Adi aa 36 External Expansion Module Units 00 nn AEAEE a E aiaa aa iseh 37 External Expansion Modules iii adas 37 P400 Office Phone Mod le cocino a a a ia bios 38 IP Office Digital Station Module
269. nits high using the optional rubber feet It is 1U in height 1 75 inches and has up to twenty four RJ 45 data input jacks on the bottom row and twenty four data and power output RJ 45 jacks The Mid Span Power units provide a maximum of 200 Watts or a peak of 16 8 watts per port The Mid Span Power units can also be called a PDU Powered Data Unit POE device Power over the LAN will simplify the installation and support of IP telephones for our customers enhancing acceptance of the technology Data is unaffected if power is disrupted and if the device does not require power an example is a laptop connected to the unit The Material Codes for the Mid Span power units are e 700180433 Mid Span 24 Port AC LAN Hub IP Phones e 700253099 Mid Span 24 Port AC LAN Hub IP Phones SNMP e 700250525 Mid Span 12 Port AC LAN Hub IP Phones e 700253107 Mid Span 12 Port AC LAN Hub IP Phones SNMP e 700253115 Mid Span 6 Port AC LAN Hub IP Phones e 700253123 Mid Span 6 Port AC LAN Hub IP Phones SNMP RR Mid Span power supply Avaya Cajun P333T PWR Switch Avaya Cajun P333T PWR Switch also known as Power of Ethernet PoE switch The P333T PWR adds a 48V DC power supply to the existing P333T to provide support for in line power over the 24 10 100Base T ports This technology provides power over the signal pairs which makes it suitable for use with both Category 5 and legacy Category 3 cable plants Material code 700200744 Cajun P333T PWR Avaya C46
270. nnninononcnonancnnn nn nono ncncnncncnnnnns 130 Analog Trunks Loop Start Ground Start ccccccccecseceesceeceeeeeeeeeeeeseeeeseeeeeeessaseeeeseaeeseeseaeeeesuaeeeessensnaes 131 PREETRAZ ai ie il dal ltda de caia 131 Traditional Private Voice Networking tati eaal 132 Packet Based Voice Networking 0 cE IE n nn nen rn nnr nn rnrrnenrn rn ner rn rnnnnnrerenrnrennns 133 Packet Based Voice NEWOFkIND ociosa ona det e Hoa ia ra 133 VoIP over an Unstructured Private CirCuit cccccccccsseeceeeseeeeeeeseeeeeeeeeeeeeeseeeeeeeseeeseeeseeeseeesaaeeeeeeasaeseeeeeea 134 VoIP over a Managed Frame Relay Network 00 0 on en inten 134 VoIP over a Managed IP VPN ccc ete attnr t tt rana nAn n t NARANAEARENEERASAEERENEPESEENEENEEESEEEEESEEEEEEE 134 Vol PACTOS NEO LAN ii add 135 VoliP across the PublicNetWOrK isnin a A di E o ad ai 135 Supplementary services within IP NetworkS ooooooocccccccnicnnnnncococncnnnnnnnnninnononnnnonononnnnrrnncannnnnnnnnnrrrnnanennnnnnnnnnnns 136 Supplementary services within IP NetworkS eee reenter eeeeeeeeeeaaaa 136 Small Community Networking vico i n 136 Generic Networking Features ii a 137 Least Cost Routing LORA a da a Ad aaa a aaao a ia 137 Alternate Call Routing AR da EE vee 137 Network Numbering SCA Messiaen a 138 8 LAN WAN Services acacia InaE a cnn saad udeehacaenmnaeecusbectarceeads 139 LAN WAN SEIWIGES cana ca A A A ios 139 AA elds eE EAEE EEEE EEPE EREE Piecid sieoddworedis dad
271. nnnnnoncnnonicnnninnnnnnnocnnnnnnnnnnnnnnnnonnncnnnnnnnn rca nnrcn nono nn nnaneninanannn 151 Phone Manager Pro iii A da 152 Phone Manager Feature COMPAriSON ooooococccccccnnnnnnnnnoconnnnnnonnnonnrnnnnn nn nn nn nnnnrn rn nr nn rr nr nnrrnr rr rn rn rnnnnrnnenerrnencananenes 154 Phone Manager System Requirements ococcccccccnnncnncococonnnnnnnnnnonnrnnnnnnonononnnnrrrncnnrrnnr nene rarrnrnrnnnrnnnnerrererancananines 155 TO SoftConsSole i saiia iss anic a casuteodectunasecetactsienteaducategecenecasaespeacuensenadedsuaucaneeteadimeneauecuadecs 157 SOMCONSOlE cis hoM Mactan Mel ite Ad a e aa aa 157 SoftConsole Configi ra O a chee e a P a aa a aA A A AEA ARE aa a aa Ea aAA a A aaa aaaea iN e 161 SoftEonsolesAdMINISTAION a aaa a aa aa a dle te ales 163 SoftConsole PC Requirements srpered eia tp eee a 163 a Ea AoE aa TI EEIT TT TTT ITT TTT 165 VOICEMAll ci E A A A E dica 165 EAU UNAM ai A tt tad 166 Centralized Volcemallaii a aint iros 167 Embedded Voicemail ss ocio A A da ne ates one e cita 167 Voicemail Lita A AA A AR 168 Voicemail Pro riscos A Arcade 169 Networked MessagiNO airada a ir n 171 Auto A e ee E 172 Accessing Database Information within Call Flows IVR ccccccsssescceceeeseceeeeneeceteeseeeeeeaseseessnseseeseaseseteaaenegess 173 Using Text To Speech TTS Facilities within a Callflow ccceccecsssseeceeeeeeeseeseneeeeeseeeeeeeseeeseeesaneeeessaaaaseeenees 176 Visual Basic VB Scripting ia dest Savers Ea a EA Ad ch
272. nonrarcnranoncn none nrenrr rn rn n rete afer enna nenerenrn nan 115 IP Softphone Phone Manager PC Softphone ooooooococociccncnnnnnninocccnnnnonononnnnnnnnnnnononnnnnnnnnnnnnrnnnnnninarennenarenanones 120 IP Softphone Used as a Wireless Deskset 000 00 nono nonnnnnnnnnn nono nnnnarnnnnrnnnnnnnnnarininencncananes 121 Wireless VOIP inci aabt 122 Overview of Wireless Vol Provincia ate dete ede eee ea eh at ee a tebe 122 3616 Executive Wireless PON ae 125 3026 Ruggedized Wireless PRON Cis ainni a hotel dal hehe ts 126 IP Telephony Features ca lira 127 7 Public and Private Voice NetWorkS coooccccoococoocecnnnncnonnrcnnnrcnnnnnnnnnnrrnnnnrennnn rra nnmnnn mnnn 129 Public and Private Voice NetworkS cocida 129 Connection to the Public NetWork cuco tn a e IET 129 Trunk Line Types SUPpO iii iaa 129 ISDN Primary Rate ETSI CTR4 1P400 Office PRI El ooccccccccoccnnnnniocnnnnnccnnnnnononnnonononononononononnroncnnnnonoss 129 ISDN Basic Rate ETSI CTR3 1P400 Quad BRI oo ooconcccccincccnono nora n oran na nono n oran oro n anno arc n anno ano na nono nonanonacnnanons 129 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page v Product Description 4th May 2005 Issue 12tv Table Of Contents North American T1 1P400 Office PRI T1 cccceccccssceeccesseeeeeeeeeeeeeseeeeeeeseeeeeeseseeeeeeaseeeeeeaseeeeseaeeseesansaaeges 130 North American Primary Rate Interface 1P400 Office PRI Tl ooonnnnnnnnniconononocccc
273. not guarantee that all analog phones will work in every region however most analog phones will work on the IP Office IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 45 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 Connects to the IP Office via a DECT base station which connects using POT ports See IP Office DECT Option handset accessories include IP Office 3 0 A desktop charger An adapter cord for use with headsets Handset cover including a robust belt clip Heavy duty belt clip Copyright 2005 Avaya Inc All rights reserved Page 46 Product Description 4th May 2005 Issue 12t 4 Terminals 2402D Terminal The 2402D supports the following features e Can be used with either the IP Office or the Avaya Communication Manager e High end feature set with productivity local call log amp
274. nouncements are required Voicemail Pro can announce each participant by asking them for their IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 202 Product Description 4th May 2005 Issue 12t 12 Audio Conferencing name which is then announced to all participants 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 20022004 Duration Mins 30 Show Conference Dotais Pan o Bofaabezom 19061234567 Hon z Peter Petertryz com 17321234567 Speak And Listen 0 arsh o aramipabecom 19061234566 Speak And Listen O Phipse SCP lippewxyzcom 2001 Speak Ard Listen Diane bianapabezom 2002 flstenOnly 2 crew Pndrewtxyz com J 2003 Speak Ard Listen Jo ara Qe A local address book facility is available to provide a convenient method of managing conference contacts and using these contacts when booking a conference The address book can be accessed in two ways either from the My Profile tab or from the Add Update Conference Participants process Daniel Shaw Dawn Smith Don Buxton Loui Armstrong rim Henman Modify Contact Delete Contact Conference templates can be used to book recurring conferences all booking information including the conferenc
275. nrnnennns 199 Control Unit Conference Capabilities 0 00 0 terre nn nn rra rre rr rr re rr rr enn nar 199 Important Notes iii A A diosa 199 Voicemail Pro Requirements if PIN codes or guidance are required ooooooccccccinccccccccccccccnnnn nn nono eee ee tetas naan entrees 200 IP Office Standard Conferencing Features cc neta reread nan nera rerenrnnennns 201 Conferencing Center surs A A di aah Se eat 202 Introduction to IP Office Conferencing Center ccc ee neeeeeeees 202 Conferencing Center Scheduler eter eet ee teeta a aaaa 202 Conferencing Center ReEporting cece ere ere rre rnrrrrn none rerirerenenrnnnns 205 Conferencing Center Web Client wi nal hel an knoe ane iad a E N aaa as 206 SoftConsole Conferencing Center Integration rere errr tnt eeee tree aeeeeaaaa 207 Phone Manager Conferencing Center Integration esssssssiisiesssssis titit errr reer non onnnnnarnnnnnnnno 207 System Requirements for Conferencing Center oo ere eer tnt tee reese eae EEEE 207 13 The COMEACE CONES accio ence dededectudeastasiecadengctucdenstecctasaudaatwccasuatindest 209 IP Office Contact Center CRM Solutions OVervieW 0 0 errr ent eeeeeeeeeeeeeaeaa 209 Compact BUSINESS CENTET sucre AA Ad ae tains 209 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page vii Product Description 4th May 2005 Issue 12tvii Table Of Contents Compact Contact Center aeisi erinu nd ecedasesede tr iaa odas 210 Compact Con
276. nsfer Drop Redial Speaker Message Hold Mute Volume Up Down and Feature to access 12 additional dial pad features e The 5402 is Hearing Aid Compatible has a Message Waiting Indicator that flashes when ringing e Eight Personalized Ring Patterns e Connects to an IP Office DS Digital Station port IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 64 Product Description 4th May 2005 Issue 12t 4 Terminals 5410 Terminal The 5410 supports the following features e Can only be used on the IP Office or Small Office these terminals will not function on any other Avaya communications equipment e High end feature set with local call log and speed dial directory e Advanced user interface e Reduced installation and move costs no paper labels e Investment protection with downloadable firmware e 12 Programmable call appearance feature keys arranged in 2 switchable display pages of 6 matching the 6 physical display buttons e Adjustable Desk Stand e Fully Global ready Icons used to indicate fixed button functionality e 5x29 display e Hearing Aid Compatible e Full duplex speaker phone e 14 fixed feature keys four softkeys e Large message waiting indicator e Headset jack e Local language customization choice of languages for local phone menu e Eight Personalized Ring Patterns e Either desk or wall mountable e Connects to an IP Office DS Digital Station port
277. ntegrates 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 toolset 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 A suite of IP Office Wizards ca
278. nter call handling and individual team performance The data is retrieved from the archived database which provides a source of data limited only by the hard disk space available SQL only These standard report templates may be formatted by the user top provide reports daily weekly monthly or any defined time period The standard reports can also be refined by individual group or trunk CCC Version 5 now uses the Crystal Reports format which provides ease of use and thin client operation for reporting Standard Reports List 1 o E D PPrPrP PrP E YY dl 0 gt UN FR O 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 IP Office 3 0 Account Code Log by Agent Group Graphical All Media Account Code Log by Agent Group Graphical Account Code Log by Agent Group Account Code Log by DDI Graphical Account Code Log by DDI Account Code Log by Pilot Graphical Account Code Log by Pilot Account Code Log by Target Graphical Account Code Log by Target Agent Activity Trace Agent Activity Agent Callback Request Agent Group Busy Status Agent Group Graphical Summary All Calls Agent Group Graphical Summary All Media Agent Group Graphical Summary Agent Group Member Call Duration Report All Calls Agent Group Member Duration All Media Agent Group Member Duration Agent Group Tabular Summary All Calls Agent Group Tabular Sum
279. nteractive 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 or 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 225 Product Description 4th May 2005 Issue 12t 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 represen
280. nto the IP Office IP Office ContactStore has a number of components these are e An MSDE database into which details of all recorded calls are inserted e A browser based call search and replay application e A browser based system configuration and status monitoring application e Disk space management Oldest recordings are automatically deleted as needed e Optional archive management Recordings are automatically written to a DVD RW drive To allow you to search for calls easily the details of the recordings are stored within a MSDE database It contains one record for each call recorded and additional records for each party on the call and the owner of the call The information that is held for any recording is e A unique reference for the recording e The start date and time e The duration of the recording e The name and number of the parties on the call where this was available to IP Office through ANI CLI or DNIS at the time of the call e The direction of the call incoming outgoing or internal e The owner of the call recording e The target or dialed number which may be different from the number that actually took the call Recordings within IP Office ContactStore are stored as WAV files 1P Office ContactStore uses the G 726 16kbps ADPCM compression standard which provides the best compromise between storage capacity and CPU loading IP Office ContactStore is designed to perform compression as a background task whi
281. o keep copies of recordings or to protect the recordings in the event of failure theft destruction of the hard disk on the recorder or to provide longer term archive and replay capability you can use a DVD RW drive within the IP Office ContactStore server With a DVD RW drive installed in the ContactStore server calls can be automatically archived IP Office ContactStore requires the Nero DVD tools to write to the DVD drive You must therefore use a drive that is supported by Nero If Nero is not bundled with your DVD drive you must install it separately Single sided 4 7GB DVD RW media are supported The system will automatically generate alarms showing system warnings Alarms are logged to IP Office ContactStore s database and held for a month before being purged The administrator can define specific Email addresses for alarms to be automatically forwarded to The email recipient could be a local system administrator a manned help desk and or suppliers support desks if you have a support agreement that includes this facility IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 188 Product Description 4th May 2005 Issue 12t 11 Voicemail The system sends an email message each time an alarm occurs or is cleared It also sends an email once per day as a heartbeat to let you know it is still operating Failure to receive the daily heartbeat message should be investigated it could indicate that the server has failed J Cont
282. 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 242 Product Description 4th May 2005 Issue 12t 14 Common Management Utilities 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 alarmis that have occurred CI SysMonitor Yersion 4 0 989 STOPPED monitoring 192 168 30 1 TANN EAD Ss a j e xj File Edit View Filters Status Help wa lait x gt gt al Elju Z70713mS CMExtnTx v 337 pl 4 CMInbandTone Line type DigitalExtn 5 Call lid 0 id 4 in 0 BChan 7 TEn ne vur ey All Settings SS x cause LDAP PPP R2 System ven wan Timed a 270714u8 correo DTE FrameRelay GOD H 323 Interface IP Routing ISDN CHS et ut Events Packets Line t scnan PIC Tea Colo Tim
283. og Trunk 16 250 1P400 Office Dual PRI T1 250 1P400 Office PRI El 129 1P400 Office Voice Compression Module 30s 250 1P400 Phone Manager Pro RFA 250 1P400 Voice Compression Module 30 250 1P401 94 1P403 12 13 31 32 36 94 139 165 199 200 259 267 1P403 Control Unit 267 1P403 Office 31 32 143 1P406 139 1P406 Office 143 1P406 V1 31 139 199 259 1P406 V1 Office 31 1P406 V1 V2 31 36 94 165 200 267 1P406 V1 V2 Control Unit 267 1P406 V1 V2 Office 199 1P406 V2 voicemail 167 1P406 V2 12 31 139 143 165 167 199 259 1P406 V2 60W Power Supply Unit 267 1P406 V2 Office 31 1P406 V2 Only 143 1P406V2 165 167 1P412 31 36 94 165 199 200 267 1P412 Control Unit 267 1P412 Office illustrates 250 1P412 Office 31 143 199 250 259 Copyright 2005 Avaya Inc All rights reserved 1P412 Office PRI 48 T1 250 1P412 Office PRI 60 El illustrates 250 1P412 Office PRI 60 E1 250 1P412 Only 143 IPHC 145 IPhone 222 IPO 400 CCC Designer RFA 218 IPSec 13 21 IP telephony 115 Is The Maximum Number Of Simultaneous VolP Calls That IP Office Supports 259 ISDN freeing 96 ISDN 96 199 ISDN MSN 99 ISDN Primary Rate 129 Server 222 IService Microsoft Transaction Server 222 Service 222 ISP line 32 ISP 32 144 IT 31 218 IT Support 78 Italian 60 69 70 107 113 114 J J 267 J041 122 January 2003 218 J oined left 202 Joule 267 K KataKana 60 69 70 107 113 114 Key
284. oice 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 from 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 14 Product Description 4th May 2005 Issue 12t 1 Introduction 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
285. ol a ntuity and IP Office PS TAS CA OS SANA A IS SAS A OS SENNA A TS SAS EITC fee Crain RB Screen pop contacts Outlook Goldmine ACT and Maximizer Simple Outlook contact record creation Distinctive Ringing WAV file AN Advice of Charge Indication this feature is only supported in Greece amp Germany Post Connect dial sending DTMF whilst connected to another party IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 154 Product Description 4th May 2005 Issue 12t 9 Phone Manager Phone Manager System Requirements Any IP Office system and supported telephone hands free operation is only supported on suitable 24xx 44xx 46xx 54xx 56xx 64xx series phones 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 64MB RAM and 50Mb of free disk space sound card if audio features required Phone Manager PC Softphone VolP 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 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 Instant Messaging options require the network to have a Microsoft Live Communication Server LCS with
286. olor for all markets e 5 line x 29 character 168 x 80 4 grayscale display e 24 Programmable call appearance feature keys arranged in 4 switchable display pages of 6 matching the 6 physical display buttons e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Integrated 2 full duplex 10 100 BaseT switched Ethernet ports for connection to the IP Office and PC pass through e Auto negotiation provided separately for each port e 802 3 Flow Control e Phone has priority over PC port at all times e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 69 Product Description 4th May 2005 Issue 12t IP Office Product Description 5620 IP Hardphone e 24 Programmable call appearance feature keys arranged in 2 switchable display pages of 12 matching the 12 physical display buttons e Automatically labeled from the system no paper labels e 11 Fixed Feature Keys Speaker Mute Hold Headset and Volume Up Down Conference Transfer Hold Redial and Drop e Large graphical gray scale display 168 x 132 pixels e 4 Embedded applications Speed Dial Call Log Web Browser WAP WML Options e Full duplex speaker phone with acoustic cavity for improved sound quality e Socket for use with the EU24 24 button expansion module e 7 Position adjustable desk stand wall mount stand e Built in headset jack e Multiple language support built i
287. on 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 88 Product Description 4th May 2005 Issue 12t 5 Telephony Functions Call Handling Telephony Functions 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 For out of
288. on 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 accessible 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 The TransTalk family Two 9040 Voice Terminals with DRM IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 83 Product Description 4th May 2005 Issue 12t IP Office Product Description 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
289. onfigured in the factory with a dual T1 card giving 48 lines 1P400 Office Dual PRI T1 Expandable by 12 Expansion Modules IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 253 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Office Expansion Modules 1P400 Office Phone Module 8 700184773 Adds an additional 8 Plain Ordinary Telephone ports to the 1P403 1P406 V1 V2 and 1P412 1P400 Office Phone Module 16 700184781 Adds an additional 16 Plain Ordinary Telephone ports to the 1P403 P406 V1 V2 and 1P412 1P400 Office Phone Module 30 700184799 Adds an additional 30 Plain Ordinary Telephone ports to the 1P403 P406 V1 V2 and 1P412 1P400 Office Digital Station Module 16 700184807 Adds an additional 16 Digital Station ports to the 1P403 1P406 V1 V2 and 1P412 to support 44 and 64 Series Digital Stations 1P400 Office Digital Station Module 30 700184880 Adds an additional 30 Digital Station ports to the 1P403 1P406 V1 V2 and 1P412 to support 44 and 64 Series Digital Stations 1P400 Office So8 Module 700185077 Provides 8 ISDN device lines to the desktop 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 1P400 Office Analog Trunk 16 EU 700241680 Provides an additional 16 Analog trunks loop start and two power fail sockets European CTR21 specification 1P400 Offi
290. or 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 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 1P400 provides calling party information to an external line interface unit The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call can be unambiguously identified Group Paging A group of users can be placed withi
291. or 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 Most fax solutions can be used in conjunction with IP Office however the following products have been tested and verified to operate in the above scenarios e Equisys Zetafax Zetafax for Networks provides versatile network fax software solutions for small businesses corporate offices and distributed enterprise businesses It enables employees to send and receive faxes at their desktop without the need to print fax communications take them to a fax machine and send them manually Zetafax can be seamlessly integrated into market leading email systems like Exchange allowing users to send and receive faxes directly from their Outlook client In addition Zetafax can be integrated with other existing applications such as accounting or CRM systems for fast automated faxing from the desktop or back office Zetafax for networks is already used by more than 60 000 customers worldwide e Further product information available from www equisys com e Captaris RightFax RightFax offers a broad s
292. ort 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 Conference 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 cheape
293. osoft Point 145 Point Compression 145 Point to Point 139 Point to Point Protocol uses 139 Point to Point Protocol 139 144 Port AC LAN Hub IP Phones 115 Port AC LAN Hub IP Phones SNMP 115 Port voicemail 167 Post Connect 154 POT s 12 21 98 267 Power Avaya IP 115 Ethernet 115 governing 115 IP 115 need 103 Power 103 115 Power Brick Provided 115 Power Consumption 115 267 Power Module 115 Power Options IP Telephones 115 Power Options 115 Power Supply 267 Power Supply Units 267 Powered Data Unit 115 Power over ethernet 267 PPP 139 144 148 Present 360 218 Present 218 PRI 13 32 Price Element Codes 115 Primary Rate 100 Prioritization voicepackets 259 Prioritization 257 259 Priority 99 Private 180 Private Voice Networks 129 Page 288 4th May 2005 Issue 12t Pro 152 Proactive Campaign Lists 222 Proactive Campaigns 222 Proactive List Manager 222 Proactive Report 218 Product Documentation 86 Production 78 Productivity Increasing 230 Productivity 230 Professional Edition 218 Professionalism 230 Profile 157 Prompted PIN 165 Prompted 165 Protocol 57 58 60 67 68 69 104 105 107 111 112 113 Provides 100 103 Catalyst 115 Provides 103 115 Proxim 122 Proxy Address Resolution Protocol Support 146 Proxy Address Resolution Protocol 146 PS1 Module 115 PSTN types 100 PSTN 100 260 PSU 115 267 Public 129 180 Public Network VolP across 135 Public Network
294. oul eedback Arri rd Fife TE a behi good t em bs U PC tel e pa Tein Gf ie Pc Pat Joe Fa PE fee li PL Fem eel Toe ral Message ET gt ee Proper EE YASSI ie rimm mk Ekber aumai oie irl 3 Presentation of Voicemail to Email IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 181 Product Description 4th May 2005 Issue 12t 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 storage and retrieval of messages and the great gains that can be made in overall workforce efficiency and productivity To enhance the support of Third Party Fax solutions Voicemail Pro supports the automatic detection of incoming fax calls Traditionally a dedicated telephone number 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 f
295. oviding 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 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 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 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 at
296. p to 2 Mbps These data circuits are accessed via IP Offices equipped with an optional Voice Compression Module VCM providing from 2 to 60 VolP 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 bearer which allows devices to share the bandwidth of a given transmission line Voice over a managed Frame Relay
297. p 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 A A eat ing him A Address http inowedgebssete sipptilesk onferenc Load i 5 i Avaya IP Office as a Conferencing Solution Question Pess vote for acceptance of Mr Senth as Marketing Director Plaase 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 206 Product Description 4th May 2005 Issue 12t 12 Audio Conferencing SoftConsole Conferencing Center ntegration An operator equipped with the SoftConsole PC based application can set up ad
298. pace for voicemail storage Voicemail Pro and ContactStore When ContactStore is used on the same server as Voicemail Pro an additional 256MB of memory should added to the above specifications In addition a minimum of 20GB disk space is recommended to allow for at least 10GB of recordings over 1000 hours of audio to be held online When operating on its own server the requirements are e Pentium 4 2 8GHz or equivalent with 256 MB of RAM minimum Voicemail Pro and CCC From IP Office 3 0 onwards this is a tested and supported option It is subject to the PC and OS requirements of both applications whichever is the higher plus the following e Maximum CCC Agents 20 e Maximum Voicemail Ports 8 e Windows 2000 2003 Server OS s only e Pentium 4 2 8GHz or equivalent with 512 MB 10GB hard disk space Copyright 2005 Avaya Inc All rights reserved Page 195 Product Description 4th May 2005 Issue 12t 12 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
299. pansion 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 E1 channels Additional analog trunks can be provisioned using the 1P400 Analog trunk 16 module Features include 20 optional voice compression channels 8 Digital 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 V1 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 E1 channels Additional analog trunks can be provisioned using the 1P400 Analog trunk 16 module Features include 20 optional voice compression channels 8 port Layer 2 switch and 24 data channels Data channels are used for Routing RAS and Voicemail applications 1P406 V2 Office Similar to the 1P406V1 but adds 8 Digital Station ports DS 2 analog phone ports a compact flash memory card socket for optional embedded voicemail The 8 ethernet ports are switched Layer 2 The serial port is changed to a 9 pin serial port and the trunk interfaces can include a dual PRI in slot A 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 El channels Additional a
300. partments 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 obtain 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 24xx 44xx 54xx and 64xx series Supported by DS sockets on IP Office control units and Digit Station 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 s
301. perability within mixed vendor networks Features supported by H 323 on IP Office to IP Office IP trunk links are listed below On IP trunks to non IP Office systems the Supplementary Service will depend on those also supported by the non IP Office system 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 Support for mailboxes call recording dial by name and auto attendants Queuing on remote systems is not supported 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 136 Product Description 4th May 2005 Issue 12t 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 c
302. perator 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 160 Product Description 4th May 2005 Issue 12t 10 SoftConsole 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 IP Office SoftConsole Local Directory PP Office Directory Microsoft Outlook Contacts Folder
303. port e 802 3 Flow Control e Phone has priority over PC port at all times IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 105 Product Description 4th May 2005 Issue 12t IP Office Product Description 4606 IP Hardphone Though the IP Office still supports the 4606 Avaya no longer sells this phone Customers are encouraged to use the 4610 or 5610 with the IP Office The 4606 supports the following features e 6 Programmable call appearance feature keys with twin lamps e 8 Fixed Feature Keys Speaker Mute Hold Volume Up Down Conference Transfer Redial e 2x16 Character Display e Message Waiting Indicator e Full Duplex Speakerphone with Echo Cancellation e G711 G 722 G 723 1a G 729a B Voice CODECs e QoS Options Of UDP Port Selection DiffServ And 802 1p B e 10 100 BaseT Ethernet Connection to the IP Office e Optional Integrated Ethernet Repeater Hub for pass through connection of a PC via the phone e Hearing Aid compatible e Microsoft NetMeeting compatible e P Address Assignment DHCP client or statically configured e Infrared Port To Support Future Applications e Downloadable Firmware for future upgrades e Wall Mountable with a separate orderable stand e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 106 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones 4610 IP
304. port Designer module This sections sets out the minimum recommended requirements for both the server and client platforms Compact Business Center CBC Server PC e Operating Systems Supported e Windows 2000 Server SP4 and later e Windows XP Professional e PC Specification e Pentium 4 2 8GHz or equivalent e 10GByte hard disk e Minimum 256 MB of RAM Client PC e Operating Systems Supported e Windows 2000 Server SP4 and later e Windows XP Professional e Windows 2000 Professional SP4 and later e Windows NT Workstation SP6 e Windows 98 e PC Specification e Pentium III 800MHz or equivalent e Minimum 128 MB of RAM IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Product Description Page 228 4th May 2005 Issue 12t 13 The Contact Center Customer Contact Center CCC Server PC Supporting a maximum of 5 Supervisor Positions e Operating Systems Supported e Windows 2000 Server SP4 and later e Windows 2003 Server e PC Specification e Pentium 4 2 8GHz or equivalent e Minimum 10GByte hard disk e Minimum 512 MB of RAM e Voicemail Pro and CCC From IP Office 3 0 onwards this is a tested and supported option It is subject to the PC and OS requirements of both applications whichever is the higher plus the following e Maximum CCC Agents 20 e Maximum Voicemail Ports 8 e Windows 2000 2003 Server OS s only Client PC Supervisor running CCV Wallboard Manager Report M
305. ported 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 1P400 Office BRI Card The BRI trunk card provides 4 European 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 I1P400 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 27 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 A
306. porting 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 Stations 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 ORO y Extemal O P Socket Slots 4 and B can contain any combination of Audio IP Socket Analog BRI and or PRI trunk cards ANALOG TRUNK Bem ia pmo 1 2 3 4 123 4 a ALLL E Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 36 Product Description 4th May 2005 Issue 12t 3 Platform Overview External Expansion Module Units External Expansion Modules Excluding the WAN3 module the 1P403 platform supports any three of these modules 1P406 V1 V2 supports any six and the 1P412 supports any twelve up to a maximum of 360 analog or digital Extensions The WAN3 differs in that it connects to the control unit via a LAN port rather than one of the rear expansion ports A maximum of 2 WAN3 modules ar
307. ppe Speak And Listen 20 02 2004 16 41 00 20 02 2004 16 59 14 Diane Listen Only 20 02 2004 16 51 07 andrew Speak And Listen 20 02 2004 16 51 39 Questions Ralsed 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 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 205 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 connected into the conference Using the Web C
308. ppearance If the system is to be used as a Key system please see features Multi Line and Key System the IP Office provides a Call Appearance button A Call Appearance represents the User s presence on the system the number of call appearance buttons dictates the number of calls on the system the User can have directed to them When all of a User s Call Appearance buttons are in use not Idle the User is considered to be Busy and no further calls can be routed to them Used for Internal External DDI DID and feature VM etc calls IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 97 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 Call Coverage Call Coverage keys are used to be able to answer calls on behalf of another user the call will ring at the Covered User s terminal for a configurable amount of time then on all terminals with a Call Coverage key for them For example in a sales department team members will have dedicated lines but if they are unable to answer the call will ring on the Call Coverage keys of all the team after the set time Caller Display Caller Display uses the CLIP Caller Line Identification Presentation or ANI Automatic Number Identifier passed by the Telephone Company via the trunk line F
309. qualifier EN E E 0 Internet h Campaign web client IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 226 Product Description 4th May 2005 Issue 12t 13 The Contact Center Recording Services Voicemail 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 LA
310. r 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 sound 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 Incomi
311. r 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 conserves 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
312. r labels e Connects directly to the associated phone e Requires a power supply unit 1151B1 for the phone power supply socket and must be used with the cables supplied IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 74 Product Description 4th May 2005 Issue 12t 4 Terminals XM24 The XM24 is an add on unit that works in association with a 6416 or 6424 display phone and provides an additional 24 programmable call appearance feature keys with twin lamps Only one XM24 per 6416 6424 Each IP Office DS module supports a maximum of two XM24 units only e Connects directly to the associated phone e Requires a power supply unit 1151B1 for the phone power supply socket and must be used with the cables supplied IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 75 Product Description 4th May 2005 Issue 12t IP Office Product Description TransTalk 9040 Wireless Handset The 9040 supports the following features e 2x16 character LCD display e Intuitive Keys for driving the display e 10 feature Keys e Vibrating ringer option e Fixed Redial button e Headset connection e Belt clip e 3 5 hours talk time and 22 hours stand by time e Lightweight weighing less than 80z e Pocket size dimension 6 x 2 x 1 e A desktop charger e Headset option e Base station connects to an IP Office DS Digital Station port Note The 9040 requires the DRM D D
313. r over ethernet is used IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 268 Product Description 4th May 2005 Issue 12t Power Supply e Input D Technical Specifications Small Office Edition 2 5mm DC inlet socket 24Vdc power input Rating 24Vdc 1 8A maximum 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 IP Office 3 0 Standard 40W Power Supply Unit All control and expansion units unless otherwise indicated Supplied with the control or expansion unit 40W PSU with integral lead to the unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C7 power cord 2 wire figure 8 connector e Input 100 240Vac 50 60Hz 81 115VA 2A maximum e Output 24Vdc 1 875A output power 45W maximum Small Office 45W Power Supply Unit Supplied with the unit 45W PSU with integral lead to control unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord 3 wire earthed cold kettle lead e Input 100 240Vac 50 60Hz 81 115VA 1 5A maximum e Output 24Vdc 1 875A output power 45W maximum 1P406 V2 60W Power Supply Unit Supplied with the control or expansion unit 60W PSU with integral lead to the unit Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord 3 wire earthed cold kettl
314. r 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 up to 4 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 to support a further 90 Analog or Digital Handsets 8 x Digital Station DS 2x Analog Extension 8 x LAN Hub Ports LAN Uplink Extension Ports Ports POT Cascade Switch for LAN port 8 Front Panel DTE Port WAN Port Expansion Ports 1 3 DC Power I P Socket Audio I P
315. r 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 101 Product Description 4th May 2005 Issue 12t 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 socket 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 Phone Manager PC Softphone which runs on
316. rea 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 encryption 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 lt 1 65ns 225ns 400ns 500ns 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 28 Product Description 4th May 2005 Issue 12t 2 IP Office Small Office Edition Platform Optional Embedded Voicemail and Auto Attendant
317. reless deskset provides a phone within their laptop with all the features available as in the office Notes IP Office 3 0 Phone Manager PC Softphone 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 The minimum PC specification is a Pentium 400 MHz 700 MHz recommended or above with 128 MB RAM minimum Phone Manager PC Softphone 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page121 Product Description Page 121 4th May 2005 Issue 12t IP Office Product Description 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 telephony and emulate the wired 4606 IP Telephone They work in conjunction with the Avaya Voice
318. reserved BreezeNET Pro 11 Series 122 BRI 13 21 Bridged Appearances 12 97 British Thermal Units 267 Broadcast IP 260 Broadcast 260 BTU hr 267 BTU s calculates 267 BTU s 267 Building Services Support 78 Bump Call 144 Business 16 250 Busy 152 Busy 94 97 Busy Extension 101 Busy Lamp Field 92 136 150 154 207 Busy Lamp Field Panel 157 Busy Not Available Start 152 Busy Wrap Up Select Group 152 Busy DND 157 Busy Engaged 179 Button Programming 96 Bytes 258 C C460 115 C460 1000w Power Supply 115 C460 Multi layer 48 115 C460 Switch PoE 115 C460 s 115 C460ML PWR CFG 115 Cable DCP Terminals 115 Digital Communication s Protocol 115 Internet Protocol Terminals 115 IP Terminals 115 Cable 21 115 Cable Modems 143 Cajun P333T PWR 115 CALA 45 Calculates BTU 267 Calculates 267 Call Appearance 97 99 100 Call Back 96 Call Back When Free 136 Call Barring 98 Call Center View 216 227 Call Coverage 98 99 100 Page 282 4th May 2005 Issue 12t Ca 98 Ca 157 Ca Ca 218 Ca Ca Ca Ca Ca Ca Ca Coverage key Details Panel Duration 157 Flow Name Forwarding 92 Handling 89 History 150 Hold 92 136 Identifier 218 Intrude 92 Log 69 70 100 113 114 Ca Monitor Speaker 58 68 105 112 Ca Ca Ca Ca Ca Park 92 150 Pickup 93 Pick up 136 Queuing 165 Recording 165 187 188 Ca Ca Ca Ca Ca Ca Ca 136 Ca Ca Ca Route incoming 99 Ro
319. ress 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 1 3 7 Option 1 to manage distribution lists planned for November 2004 6 Outcalling Support planned for November 2004 7 Autoscan Autoprint Autoscan supported IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 194 Product Description 4th May 2005 Issue 12t 11 Voicemail Voicemail System Requirements e Any IP Office system e Any desktop telephone e Ethernet attached PC running Microsoft Windows 2000 2003 XP Professional with the following minimum recommended specification Use of a lower specification may degrade voicemail operation IP Office 3 0 Windows OS e Windows 2000 with Service Pack 3 or later and Internet Explorer 5 5 or later e Windows XP Professional with Service Pack 2 and Internet Explorer 5 5 or later e Windows 2003 and Internet Explorer 5 5 or later Voicemail Lite Pentium 4 2 4GHz or equivalent Voicemail Pro Pentium 4 2 8GHz or equivalent with 256 MB of RAM minimum Voicemail Pro with I MS or Campaign Manager Pentium 4 2 8GHz or equivalent with 512 MB of RAM Voicemail Pro with TTS IMS Campaign Manager and Third Party Database Pentium 4 2 8GHz or equivalent with 1024Mb Ram minimum HD minimum 20GB preferably 7200rpm for better performance 2GB for Operating System and VoiceMail Pro plus free s
320. rging 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 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 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 a
321. ription Digital 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 contacted 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 e Manufacturing and Production e Warehousing e Healthcare e Retail e Hotels and Hosp
322. ripts IP Office 3 0 OCopyright 2005 Avaya Inc All rights reserved Page 193 Product Description 4th May 2005 Issue 12t IP Office Product Description IP Office Voicemail Pro I ntuity 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 Options whilst listening to messages 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 I 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 Yes 0 Call the sender Yes provided Caller 1D is provided 1 Reply to the sender by voicemail Yes 2 Forward with comment at beginning Yes 3 Forward with comment at the end Yes 4 Record and add
323. rkers can be setup to use the IP Office Virtual Private Network VPN software or a non VPN high speed internet connection Please note that the additional administration and configuration of the remotely connected device is required and the Quality of Service over Internet connections varies which could impact voice and connection quality e The Moves Adds and Changes Wizard The Moves Adds and Changes 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 is not password protected but prevents unintentional system changes while providing a simple and intuitive interface for the most commonly accessed system management functions users and hunt groups and System Speed Dials IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 240 Product Description 4th May 2005 Issue 12t 14 Common Management Utilities 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 follow
324. rminal adaptors and routers 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 147 Product Description 4th May 2005 Issue 12t IP Office Product Description PSec Tunneling 192 168 42 0 192 168 43 0 ero 1 IPSec t
325. rnal Bell via POT port REN 1 e Off Hook Current 25mA e Ring Voltage 40V nominal RMS LAN e RJ 45 sockets Auto negotiating 10 100 BaseT Ethernet 10 100Mbps Small Office Edition RJ 45 Ethernet socket 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 3 5mm Stereo J ack socket Input impedance 10k channel Maximum a c signal 200mV rms e 3 5mm Stereo J ack socket Switching Capacity 0 7A e Maximum Voltage 55V d c On state resistance 0 7 e Short circuit current 1A Reverse circuit current capacity 1 4A e Small Office Edition only e 16bit Type II PCMCIA format PC card e EEE 802 11b WiFi Embedded e Small Office Edition 64MB Flash memory 16bit Type II PCMCIA card Voice e P406V2 512MB Compact Flash Memory IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 270 Product Description 4th May 2005 Issue 12t D Technical Specifications Protocols Protocol RFC Information v120 _ AstandardRateAdaptationmechanism v110 A standard Rate Adaptation mechanism PPP rFci661 Point to Point Protocol ic RFC1570 Link Control Protocol MP RFCI90 Multi Link Point to Point Protocol IPCP RFC1332 Internet Protocol Control Protocol PAP RFC1334 Password Authentication Protocol ip RFC791_ Internet Protocol SSS O
326. rnal DDI DID 97 External Directories 82 External Expansion Modules 36 External Transferred Account Code 218 F Factory Build Options 45 247 Failure theft destru ction 188 Fall Back 99 FE 115 FE PoE 115 Feature Key 47 64 Feature Summary 165 Features 47 64 Features available through CTI DECT license 82 Features available through 82 FH 122 FH DS 122 Field Verification 22 ile Transfer rotocol including 146 ile Transfer rotocol 146 irewall 12 143 um me gt a irewalls 146 147 ixed Feature Keys 7 58 60 64 68 9 70 105 107 12 113 114 ash Memory 167 ow Control 58 60 68 69 70 105 107 112 113 114 Follow Me 95 Follow Me Here 95 Follow Me To 95 Following Avaya IP 115 Following 115 Force login 265 Form DiffServ 121 Form 121 Forward All Calls 233 Forward on Busy 233 Forward on No Answer 233 Forwarding 95 157 FRAD 134 Frame Relay framed 134 Frame Relay 129 133 134 139 144 Frame Relay Assembler Disassembler 134 Frame Relay s PVCs 134 Framed m15 4Q9jsmnm2mn om IP Office 3 0 Product Description Frame Relay 134 Framed 134 Free ISDN 96 Free 96 French 60 69 70 107 113 114 Frequency Hopping 122 Front Panel 32 FTP 146 Fully Global 47 48 64 65 66 FW 115 G G 711 57 58 60 67 68 69 104 105 107 111 112 113 258 259 G 723 1 258 259 G 726 16kbps ADPCM 188 G 729a 258 259 G 729a B Voice CODECs 57 58 60 67 68 69
327. ross interconnected networks between computers with diverse hardware architecture and various operating systems 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 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 278 Product Description 4th May 2005 Issue 12t Glossary 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
328. rts Gigabit Ethernet module e 48 10 100 port Ethernet module e 48 10 100 port Ethernet 2 GBIC SFP Gigabit Ethernet port module The C460 extends Avaya Convergence solutions to the network edge by providing advanced network capabilities including Quality of Service QoS high performance advanced power management security and manageability Designing a converged network infrastructure using this highly resilient modular high performance solution ensures a lifespan of the network which will reduce cost of ownership and improve return on investment With its flexible configuration options and high capacity performance the C460 can also be deployed as a distribution layer switch or as the network backbone for small to medium enterprises looking for a reliable modular solution For enterprises deploying Avaya Communications Manager for mission critical call center and large scale campus environments the C460 offers an ideal IP Telephony platform that combines fault tolerance network responsiveness for business continuity and integrated management and monitoring for converged networks The following table includes the PoE items of the C460 Avaya C460 Description Material Code C460ML PWR CFG C460 Switch PoE basic configuration SPV PSU fan 700281603 M4648ML T PWR C460 Multi layer 48 x 10 100BaseT RJ 45 Inline Power 700281587 module M4648ML T 2G PWR C460 Multi layer 48 x 10 100BaseT RJ 45 2 x GBIC 700281579 SFP Inline Power mo
329. rts are listed below e Microsoft CRM Sales Reports e Opportunity Activity amp Notes e Contact Activity amp Notes e Account Activity amp Notes e Contact Center Summary by State Province e Contact Center Summary by Zip Code Postal Code e Microsoft CRM Service Reports e Account Activity amp Notes e Account Service Report IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 221 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 entitled to individualized attention no matter who they may encounter
330. rv RFC2474 Definition of the Differentiated Services Field DS Field in the Pv4 and Pv6 Headers PPP MP RFC1990 The PPP Multilink Protocol MP Frame Relay RFC1490 Multi protocol Interconnect over Frame Relay Encapsulation ML PPP RFC2686 The Multi Class Extension to Multi Link PPP IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 272 Product Description 4th May 2005 Issue 12t 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 softw
331. s plus out of the box web report delivery for workgroups e Standard Edition For basic report design based on PC based data sources IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 219 Product Description 4th May 2005 Issue 12t IP Office Product Description The chart below illustrates some of the key feature differences between the various Crystal Reports 9 editions Report Design Application Development DATA CONNECTIVITY PC based and Microsoft ODBC OLE DB for MS Access and SQL Server XML OLAP Enterprise database servers ODBC native Custom user defined data through JavaBeans ADO NET and COM DATA CONNECTIVITY Visual report designer for rapid data access and formatting Customizable templates for faster more consistent formatting Repository for reusing common report objects across multiple reports WEB REPORT DELIVERY Crystal Enterprise Express for rapid web report delivery Introductory workgroup offer APPLICATION INTEGRATION Report viewing APIs lava NET and COM SDKs Report creation APIs Java NET and COM SDKs for end user report creation and modification at runtime Custom Java Tag Library for easy customization of the end user report viewing experience APPLICATION DEPLOYMENT Crystal Reports Java NET and COM reporting components for embedded report viewing printing and exporting Crystal Enterprise Embedded for offloading report processing from Web Server
332. s achieved by using the flexibility provided from the built in call flow actions As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases 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 The 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 Voicemail Pro Cier A AI COPECIRES goner A 9 4 8 w wh tm Spec Slat Powis Lipar Groups Ghart Codes H oTi Data Start Poets a Bees Seley l Gineng ai Book Sthop_Curertfi BookShen Search dE BookStop_SpstenP Bok hop afeicome E FookShop_ Seach l Example Call Flow Ut
333. s 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 93 Product Description 4th May 2005 Issue 12t IP Office Product Description Conference Calls Calls can be placed on hold and a conference created using either the phone or desktop applications Additional conference members may be added up to a maximum number of 64 members e The Small Office Edition supports
334. s can also be scheduled to multiple network printers Custom Reports new for CCC V5 Starting with Compact Contact Center version 5 all reports are Crystal Reports based This provides a much richer experience for the small to mid market customer and creates an environment where custom reporting is made more accessible To create more than 3 custom reports requires the designer license IPO CCC DESIGNER RFA AND a compatible version of Crystal Reporting software Crystal version 9 Microsoft CRM ntegrated Reporting As part of Avaya s continuing relationship with Microsoft Business Solutions with the creation of the IP Office Customer Management solution Compact Contact Center version 5 will provide a selection of reports that integrate the information between the two systems IP Office Customer Management is the combination of Avaya IP Office CCC and Microsoft CRM to integrate all contact points within a business in such a way that will transform it Copyright 2005 Avaya Inc All rights reserved Page 210 13 The Contact Center e MultiMedia Module MMM The MultiMedia Module MMM provides CCC with new routing schemes It will also provide combined reporting for all interactions within the contact center 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 b
335. s sine E A oadiac eas 177 Personal NUMBerIN O sucio a tae eet aed ddan ae ete 178 Extended Personal Greetings cui ae eee 179 Group Broadcast MesSgES critica Adtien ties aie a a hides 180 Personal DISthIDULION EISUS sai oc cc aid 180 Interaction of Voicemail with Email Systems Unified Mailbox and Fax SysteMS oooooncononccncccccnnnnnnnnicnconincnnnnnnns 181 Integrated Messaging Pro Microsoft Exchange Only ccc eee e entre eeeee ease ania 183 Text To Speech TTS for Email Reading Microsoft Exchange Only ccccccsssceeccsseeeeeeseeeeeeeeueseeeeaaeseeeenaeeesees 185 Campaign Mama ers it A A red eae te Ata 186 Gall Recording sonra abatir 187 IP Office Contact Corera a a a Sea a aa iea 188 Voicemail Feature COMPA ii A A A A a d 191 Platform SUpport etiain unnir rean a a oc 191 Efe AEE AE EE E S E a A E tas 191 EATA E E AT E E E T E ES 192 M Queue ANNOUNCEMENTS meened A a E A AAA 193 Auto Attendant Audi teX asco coco da dada 193 Other EStdt A es ee a 193 IP Office Voicemail Pro Intuity Audix Emulation Features oooooooocccccccccncnnnnnnnncononnnnnnononcnnoncnno non nnnnnanrncnnnnnn 194 Voicemail System REQUIFEMENES america A atest Ada 195 12 Audio Conferencing siii ccuededeenasdeneteneadsnes 197 Why use Audio Conferencing s igi Aig acter a telf 197 IP Office Meet Me Conferencing Solution 0 eee e ered nrnnennnerenennennns 198 IP Office Conferencing Capacity 0 ne ete nen rn nnn ran near rere
336. scription 4th May 2005 Issue 12t IP Office Product Description 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 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 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 det
337. selected is identical to that of the physical wallboard Examples of this are Answered Calls Longest Call Waiting Agents logged in and Lost Calls Be Yew Sep Heb gia DES Number of sales agents in John s Answered Answered Calls For Sales State Incoming calls John s Ot 3 Glick the nigh mouse Exdlon to view the popup meras Connected Agent 4680 11000185654 PC Wallboard Example IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 224 Product Description 4th May 2005 Issue 12t 13 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 answ
338. shed 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 routed over an IP Network using a fax machine connected to a remote IP Office or Avaya Communication Manag
339. sion 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 100 Product Description 4th May 2005 Issue 12t 5 Telephony Functions amp Call Handling Personal Fax Numbers Individuals and departments can have their own fax 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 p
340. soft Business Solution eter Relationship Management Your phone call is being actioned Angi hie biome po L aber Au Metrica Biaticiko IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 235 Product Description 4th May 2005 Issue 12t 14 Common Management Utilities Introduction to I P Office Management Utilities This section gives 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 237 Product Description 4th May 2005 Issue 12t 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 the
341. stalled 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 S inbox Microsoft Outlook COMAS Jo x T Ele Edt View Favorites Tools actions Hep OSI a Auw E Os X reci Repito al oR Foward Ep EisendRecete Zo Find organize CA 07 Inbox Folder List e Paleo 7 er _ Receved sue a g EP visits Calendar aj A vishal Patel Re Message Tue 05 09 2003 08 52 912 B G gt Calendar Gy Pro ms External voice mail Fri 05 09 2003 13 52 291 KB Y Contacts a wPro ms External voice mail from 304861 Fri 05 09 2003 12 29 BIS KB DECT amp wireless nfo E E External voice mad from 077852533 i Deleted Items 12 OG VM Pro ims External voice mail From 4781 Wed 03 09 2003 15 03 416KB Drafts Q vMPo ms External voice mall from 01707299914 wed 03 09 2003 14 58 213 KB rad jeak a ps PEN E 0 ympo ms External voice mail From 07785253397 Tus 02 09 2003 16 56 291 KB A recy AA awprno ms Internal voice mad from Grahaa Streit Thu 28 06 2003 18 17 39KE fp Inbo 270 ow Pro IMS External voice mail from 01484587410 Fri 22 08 2003 15 05 455 KB D infected E Q VM Pro IMS External voice mail from 01764740025 Fri 22 00 2003 15 03 199 KB e IP Office amp Competitor Qo VM Pro IMS Vokcemal Message 9004253 gt Phippe du F Tue 08 07 2003 13 30 237 B EO P Office 8 SIP ES Waker Emily
342. 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 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 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 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 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 Avaya IP Office Small Office Edition 4T 4A 8DS 16 VC US 700280191 Pr
343. sue 12t 11 Voicemail 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 support for a minimum of 14 languages All languages supported are included are made available as part of the lic
344. support for one VCM 30 card for non blocking single PRI sites 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 V2 PRI 30 El 700343486 1P406 Office supporting 8 Digital Stations support for 2 analog terminals support for optional embedded voicemail Compact Flash card 8 port Layer 2 LAN switch 9 pin DTE serial port support for one VCM 30 card for non blocking single PRI sites WAN port Music on Hold input and 2 switch external Door relay control port Pre configured in the factory with a single ISDN Primary Rate El card giving 30 lines 1P400 Office PRI E1 Expandable by 6 Expansion Modules 1P406 V2 Office PRI 24 T1 700343510 1P406 Office supporting 8 Digital Station ports 2 analog terminal ports slot for optional embedded voicemail Compact Flash card 8 port Layer 2 LAN switch 9 pin DTE serial port support for one VCM 30 card for non blocking single PRI sites 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 V2 Office Analog 4 700343528 1P406 Office supporting 8 Digital Stations support for 2 analog terminals support for optional embedded voicemail Compact Flash card 8 port Layer 2 LAN sw
345. supported on any Digital Station module Digital Station DS Digital Station DS Extension Ports Extension Ports Front Panel DC Power IP Socket DTE Port Expansion Port Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 39 Product Description 4th May 2005 Issue 12t IP Office Product Description 1P400 Office So8 Module The 1P400 Office So8 module provides 8 S Bus interfaces for Basic Rate ISDN devices ISDN Device Module Status Extension Ports LED Front Panel DC Power IP Socket DTE Port Expansion Port Rear Panel IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 40 Product Description 4th May 2005 Issue 12t 3 Platform Overview 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 V1 V2 and 1P412 platforms to provide additional WAN ports Each platform can support up to two WAN3 modules The 1P400 Office WAN3 connects to the base unit through the Local Area Network and does not use an expansion port on the control unit
346. t 10 SoftConsole SoftConsole Administration SoftConsole has an administration mode that enables the operator to configure the following settings Change and create templates SoftConsole comes with three predefined templates which can be altered Or new templates can be created 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 Change the Administrator password Edit operator profiles Each operator can have a personalize profile which can be configured by the administrator Specify the maximum length of call notes IP Office supports numerous different endpoints within the 24xx 64xx 46xx and 44xx series 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 IP Office switch software release 2 0 or higher Ethernet attached PC running Microsoft Windows 98 NT4 2000 XP operating systems in conjunction with TCP IP Networking Minimum Pentium 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 A maximum of four SoftConsole applications can be run per system a license controls the number of simultaneous SoftConsole users IP Office 3 0 Copyright 2005 Avaya Inc All righ
347. t CRM 235 Microsoft CRM Integration 235 Mid Span 115 Mid Span 12 Port AC LAN Hub IP Phones 115 Mid Span 12 Port AC LAN Hub IP Phones SNMP 115 Mid Span 24 Port AC LAN Hub IP Phones 115 Mid Span 24 Port AC LAN Hub IP Phones SNMP 115 Mid Span Power 115 Mid Span The Material Codes 115 Mid Span 115 Midspan power 103 Copyright 2005 Avaya Inc All rights reserved Mid Span Power 115 Milli seconds 258 Minimize Delay Induced Echo In My Network 257 Minimize Distortion In My Network 258 Minimum Pentium 266Mhz 155 Minimum Pentium 11 163 issed Calls 152 ission critical 115 x zzz Analog Trunks 21 Mix 21 ML PPP 144 Mm inches 267 MMM 222 Mobile Handset Twinning 82 Mobile LAN Access 2100 122 Mobile cell 150 Mobile Cell Phone 92 168 Mobile cellular 93 Model WS F6K MSFC2 115 Model WS F6K PFC2 115 Model WS F6K VPWR 115 Model WS X4013 115 Model WS X4148 RJ 45V 115 Model WS X4232 GB RJ 115 Model WS X4604 GWY 115 Model WS X6348 RJ 45 115 Model WS X6K SUP2 2GE 115 Modem 16 Modify 180 Modular Messaging Voicemail 165 Module 267 Monitor Calls 95 Most Common Destination Outgoing 218 Most Common Destination 218 Most Idle 97 Moves 13 MPS4610 AC 115 MS CRM 12 218 MS CRM Reports 218 MSDE 188 MSP 1 replaces 115 MSP 1 115 MTS 222 Multilayer Switch Feature 115 Multi Line 97 Multi Link Point to Point Protocol 144 Multi Link PPP 144 MultiMedia Module 216 222
348. t Description 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 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 such as nurse call telemetry alarm and control system manufacturers are currently developing
349. t Description 4th May 2005 Issue 12t 9 Phone Manager Personal Productivity amp Collaboration 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 A single Direct Station Select icon allows you to dial their work mobile cell phone and home numbers 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 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 e Internal user e Work phone a e Mobile Cell phone e Home phone When Microsoft Live Communications Server LCS is also available Phone Manager users can also view colleague s presence online away offline etc as well as send Instant Messages IM For example you could send an IM to alert a colleague that an important call is waiting for them even though they re busy on a call Phone Manager also offers Conferencing Center toolbar buttons that allow users to book a conference or join a web conferenc
350. tCalllnfoBuffer 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 1TCallHubEvent e get Event e get_Call Notes e TAPI nk 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 264 Product Description 4th May 2005 Issue 12t C TAPI Functions Supported by IP Office Changes from previous versions of I 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 3 0 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 Voic
351. ta 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 provide 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 Codec Data Payload per Second bps LAN bps WAN Delay milli seconds G 723 1 24 Bytes 33 33 20 800 225 9 867 54 go G 729a 20 Bytes 50 29 600 270 13 200 65 wo IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 258 Product Description 4th May 2005 Issue 12t 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 b
352. tact Center Overview iieiaei aein anai aina AE MaE A aE TEE aed nens aaan araar 212 Compact Business Center ria cia adas 213 Compact Business Center iii ed eee 213 EBC Real Time lO Mat tia a e O t a 214 CBC Alarms amp Email Notification aaea ar aaa aa Raa TAT A eA Aa AP AE EAA A A EAEE AAAA EAS Aaa ai 214 Tr nk Utilization Graph een ita dead Mende ri AAE AE EE T EAA TEEN ETEEN ri 215 Compact Contact Center CCC reiter rr A a a Ea aa ait iaaa a enai aaaea 216 Compact Contact Center CCC mee aio 216 Gall Center VIEW inaani a da esa A e 217 Historical Reporting with Compact Contact Center cc errr errant eneeeeeneeees 218 MultiMedia Module uuu eel tent latent vette as anand tonal Sp tea Bananite eke 222 Wallboard Server Centa aiaa eaaa aea EE A eae 224 Queuing Announcements Within the Contact Center nn einen 225 Queuing Announcements Within the Contact Center essssssisiikirettts ttrt tittet eee eeee eae aa i 225 QUEUE ANNOUNGEINGMES ci r AE bac aevel cia 225 Auto Attendant Operation Advanced Call Flow cccccccsssesceceeseeeeeeeseeeeeeaseeeeeesseeeeeeasaeeeeseaesesesuaeeeeesaaaenss 225 Campaign Manager ss ccisseis cece pae ccd dect 226 Recording OVER anand adel aera tenes 227 POMMICE M ANaGC hick E aa 227 Workforce Management lintertace 2ts ctenites mati a dd Era 227 Compact Business Contact Center Modules SUMMAL 0 cece eerie eerie 227 ECE CBC Technical Specification sirke seach wetter
353. tail 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 131 Product Description 4th May 2005 Issue 12t IP Office Product Description Traditional Private Voice Networking Private voice networks can be constructed utilizing structured leased line circuits El 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 this network e Simple Telephony Call Basic Call ETS300 171 172 e Circuit Switched Data Call Basi
354. ted from pressing the 5 key twice As a key is pressed the system will read back the letter that is selected The Speak action allows the use of Text To Speech facilities to play information back to a caller IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 175 Product Description 4th May 2005 Issue 12t 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
355. 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 129 Product Description 4th May 2005 Issue 12t IP Office Product Description North American T1 1P400 Office PRI T1 T1 Primary Rate provides up to 24 56K channels over a 1 54
356. 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 channels conversations cannot be monitored IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 85 Product Description 4th May 2005 Issue 12t IP Office Product Description 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
357. tem Settings iia ia io 241 Call Status acia o E E E Aled naive radio 242 MONIEOE hai A desea tai Wl a aA i A 243 Simple Network Management Protocol SNMP ccccccsssseececseseeceeeeeeeceeeueeeeeeeaeeeeeeseseeeeeeueeseeseaeeeeseaeeeeeeesenaes 244 IP Office SMDR tt isnt iecpeeetis seedleneuteeechhen beba 245 A Configurations and Factory Build Options coomoococonccononcononononanrcnnnnnononnrennnrrnnnnnnanarennaness 247 Configurations and Factory Build Options reese nina ninn rra 247 PAO 3 OTC EEE EE che atta aes teh a te paar Got E a Meus eee A anny ou aes 248 IP06 VZ OIE ra A hae sah cuted Paves a a tne Aa 249 IPAT2 OTIC EEE A O O O 250 Factory Configurations it a 252 Avaya IP Office Small Office Edition Control Units oonnicnnniconiocococcnnnnnnononnnonncnnnnononnnncrnncnnnn non nnnnrarnnnnanin 252 Country Availability iea are n a bt 256 B Implementing Voice over P FAQ s ssssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn mnnn nnna 257 What s Qualy oi SEEE tii A a dg ena EEA 257 What are the Symptoms of Quality Problems ssssssssrisissssssriritntntnt nore eee ENERE 257 How Do Minimize Delay Induced Echo In My Network ccc ree eeee eae aaaeaa 257 How Do Minimize Warble and Clipping In My Ne twork cette errr e enters ee eee ae aeaa 258 How Do Minimize Distortion In My Network cc ere ee tent tree ania 258 What Benefits Do Get From Using IP Office To Provide My WAN c
358. tendant and voicemail Avaya IP Office Small Office Edition Wireless LAN Card 700289739 PCMCIA Wireless card for Access Point functionality IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 252 Product Description 4th May 2005 Issue 12t A Configurations and Factory Build Options Factory Configured Base Modules 1P403 Office DS PRI 24 T1 700184666 1P403 Office Digital Station supporting 8 x Digital Stations 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 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 Digital Stations 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 V2 Office BRI 16 700343478 1P406 Office supporting 8 x Digital Stations support for 2 analog terminals support for optional embedded voicemail Compact Flash card 8 port Layer 2 LAN switch 9 pin DTE serial port
359. tes 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 Easy 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 238 Product Description 4th May 2005 Issue 12t 14 Common Management Utilities Installation and Administration Wizard The IP Office 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 modifyi
360. tes the importing and assignment of outbound calling lists to Proactive Campaigns It provides the administrator 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 R IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 277 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 Int
361. that the intended recipient will actually receive the message Messages may be played as a continuous loop This allows information 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 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 nee
362. 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 name 9 A name 34 arget RAS name 10 B name 35 jis internal call 11 B list possible targets for the call 36 ime stamp 12 A slot channel 37 Connected time 13 B slot channel 38 Ring time 14 Called party presentation amp type 39 Connected duration 15 Called party number 40 Ring duration 16 Calling party presentation type 41 Locale 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 A call id oft A call id 2 E call id R B call id 3 Unique call identifier B nique call identifier IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 266 Product Description 4th May 2005 Issue 12t D Technical Specifications General Dimensions unit Dimensions mr inches f wian E f pemn 1P403 1P406 V1 V2 1P412 and all 445mm 17 5 71mm 2 8 245m
363. 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 E Campaign Web Interface Microsoft Internet Explorer Test bob jones Next New Next Active Next Processed aign Ident State DateTime CLI Name Brochure Address Ey New z 19 04 2004 203 14 02 Y 00 02 New y 19 04 2004 6 a re 203 90 04 Y 00 04 SF 00 02 Ey new 7 19 04 2004 203 14 13 a 00 02 00 01 ti 00 01 Processed Submit e Hold CTRL while selecting multiple qualifier En ME E D Internet Us IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 186 Product Description 4th May 2005 Issue 12t 11 Voicemail 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 As standard recordings can be directed to the called extension s voicemail box or to any other mailbox for later retrie
364. the dialed number This could be used for controlling calls to cellular networks or data calls made over the public network Key Lamp Operation With R3 0 IP Office offers a full range of Key and Lamp features see Line Appearance Call Appearance Call Coverage As the features require a terminal with buttons and LED s or LCD displays the features are only supported on certain terminals in the vast range of endpoint devices supported on the IP Office Terminals that support the following features are e 44xx series e 64xx series e 46xx series except for 4601 e 24xx series e 56xx series except for 5601 e 54xx series 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 specific 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 exten
365. the system is far easier to use and update than traditional call center management tools The initialization of the multimedia component is designed around a common Microsoft Windows IIS server environment CCC is uniquely designed for those small and growing companies who want to meet the challenge of great customer service head on while at the same time producing a manageable ROI back into the business Giving small businesses the responsiveness to customer needs that was only previously available to large enterprises is what the CCC does best whether you have an informal or formal contact center IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 216 Product Description 4th May 2005 Issue 12t 13 The Contact Center Call Center View Supervisors in a contact center also serve as de facto human resource managers especially in a small business so accurate real time data for managing agents is an imperative 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 Alarms may be set on up to 16 parameters per device with three levels per alarms available ensuring that a supervisor wil
366. ting the park slot number of a particular campaign This number can be pre programmed under a DSS key and used by agents to access the campaign If the DSS key incorporates a BLF lamp that lamp is lit when new campaign messages have been left Agents then transcribe the caller s answers into a database or other records 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 i Next New Next Active Next Processed mpaign Ident State DateTime CLI Name Brochure Address 2 E New z 1904 2004 14 02 00 02 f New Z 19 04 2004 se Qualifi 6 E ae 203 00 04 fonos E 0002 i New y 19 04 2004 J 4 E a vee E 00 02 L 00 01 E 00 01 Processed i Submit all Hold CTRL while selecting multiple
367. tocol 148 Inhibits COLP 129 Inhibits 129 Inline Power 115 Inline Power Module 115 Inline Power Support 115 Input 115 VA 267 Input 267 Instant Messages 150 Integral 10 100 Hub 143 Integral 10 100 Mbit Layer 143 Integral 8 port LAN 12 Integral CSU on T1 13 Integrated H 323 Gatekeeper 14 Integrated Messaging Pro 165 Interaction Rules 222 Interaction Rules Wizard 222 Interconnection enables 134 Interconnection 134 Intermec 122 Internal 82 97 Internal Calls 94 Internal Directory 136 Internal External 179 Internet surfing 32 Internet 32 139 146 Internet Access 11 144 Internet Explorer 188 202 Internet Explorer 6 0 207 Internet Protocol 257 260 Internet Protocol Terminals Cable 115 Page 285 4th May 2005 Issue 12t IP Office Product Description Internet Protocol Terminals 115 Internet Service Provider 146 Interoperability 79 136 Inthis 260 Introduction IP Office Conferencing Center 202 IP Office Management Utilities 237 IP Office Terminals 45 IP Telephony 103 TransTalk 83 Introduction 45 83 103 202 237 Intruded 92 Intrusion Warning Tone 99 Intuitive Voice Mail Access 82 Intuity 152 154 179 180 Intuity Emulation 165 Invited 157 IP broadcast 260 existing 115 powering 115 support 115 types 103 IP 13 14 21 32 45 94 95 98 100 103 115 122 129 133 134 136 139 143 145 146 147 150 165 199 250 257 258 259 260 267 IP 400 CCC Wallbo
368. ts reserved Page 163 Product Description 4th May 2005 Issue 12t 11 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 Manager application ensures that you will never miss a customer call again even when
369. tures available to a voicemail box subscriber include e Create up to 20 lists with 360 members per list e Mark a list as Private or Public Private lists can not be accessed by any other voicemail subscriber Public lists can be used by other subscribers but can not be edited e Public lists can be copied from one subscriber to another by adding the contents into a new list e Subscribers can Create new lists Scan contents of an existing list or Modify existing lists e List members can be added by using the station number or mailbox name names are not supported for VoiceMail Pro Networked Messaging mailboxes e Lists can include voicemail boxes that exist on other Avaya Voicemail systems that are available through VoiceMail Pro Networked Messaging e Lists can be added together duplicate members are automatically removed This includes public lists owned by other voicemail subscribers e Mailing lists are accessible to the user at any send message and forward message option within the users voicemail box e When displayed within PhoneManager Pro distribution lists can have a list description added to it this is only visible within PhoneManager Pro IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 180 Product Description 4th May 2005 Issue 12t 11 Voicemail Interaction of Voicemail with Email Systems Unified Mailbox and Fax Systems As standard Voicemail Lite and Pro allow
370. tween basic compliance with the minimal VolP 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 before 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 VoIP installation a copy of your network assessment documentation wi
371. ty 78 Hot Desking 99 Hot Transfer perform 95 Hot Transfer 95 Hotline 94 Hours 100 However IP Office 82 HTTP 146 Hunt 93 Hunt Group calls 101 receiving 94 Hunt Group 92 93 94 95 97 100 101 157 225 Hunt Group Broadcast 12 Hunt Group Recording 187 HW 115 227 Hz 115 l 1 0 115 IChat 222 ICLID CLI 187 ICLI D CLI Recording 187 Contact 222 1D 152 202 Idle 97 IDs 13 le 188 267 IEC 60320 C13 267 IEC 60320 C7 267 IEEE 115 IEEE 802 3af 115 IEEE 802 3af 2003 meet 115 IEEE 802 3af 2003 115 IEEE Power 115 Email 222 Ignore Call Waiting 93 Ignore 93 115 207 Illustrates 1P412 Office 250 1P412 Office PRI 60 El 250 Illustrates 250 IM send 150 IM 150 154 222 Implementing CTI 230 Voice 103 Implementing 103 230 Important Notes 199 Inbound outbound 154 Inbuilt 45 188 Inc 115 Including 2M 143 File Transfer Protocol 146 headset microp hone 121 IP Office 157 PIN 100 POE 115 Quality 115 SMON 115 Including 100 115 121 143 146 157 Incoming and or 187 Call Route 99 Call Routing 99 Calls By Target Group 218 DDI Summary 218 Duration Summary 218 Pilot Summary 218 Copyright 2005 Avaya Inc All rights reserved Index Incoming 99 152 187 218 Inconsistencies 230 Increasing Productivity 230 Increasing 230 Indicating Talk 52 86 Indicating 52 86 Individual team 218 Industrial Scientific 83 86 Information 157 Information Protocol Routing 148 Information Pro
372. ual 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 76 Product Description 4th May 2005 Issue 12t 4 Terminals 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 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 Avaya would like to stress that although most analog phones will work on IP Office Avaya cannot guarantee that all analog phones in every region of the world will work on the IP Office e Analog phones connects to IP Office via POT ports Compatibility with nterquartz Gemeni 9330 Av and 9335 AV Phones Avaya SMBS have tested the new generation Interquartz Gemini analog sets with IP Office to ensure that set
373. uction 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 conferences 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 Fe Ey Ee A gee ge D ea rete ew Conteronee Ponang Conferences Progress enteres ew contorno rosone OOOO Create New Conference Sales Meeting om oreco Start Time HH 16 30 Duration wins 30 e Partitipart Count 10 e Music On Hold 5 Mins Duration ma corem
374. uire 258 Each Voice Call 258 E business 258 Eg 267 Emai sends 188 Email 13 122 146 165 188 202 218 222 225 E mail 222 Emails 168 Embedded Voicemail 165 167 EMEA 45 Enable disable 92 Enabled disabled 94 Enables interconnection 134 P Office 79 Enables 79 134 End Voicemail application 165 End 165 English 60 69 70 107 113 114 Copyright 2005 Avaya Inc All rights reserved Enhanced Intrusion 94 Enhanced SNMP 12 Ensures lifespan 115 Ensures 115 Enter leave 202 Enterasys 122 Enterprise wide 222 Enters PIN 100 Enters 100 Es 168 Ethernet Power 115 Ethernet 58 68 69 70 103 105 112 113 114 115 139 143 155 163 257 Ethernet Switch 21 139 143 Ethernet WAN 21 143 ETSI CTR4 129 ETSI Q 931 129 EU24 Support 12 EU24 12 45 70 74 114 115 Eurofont 68 112 Eurofont Display 58 105 European 78 Even PC 165 Even 165 Excel 213 Except 4601 99 100 115 5601 99 100 Except 99 100 115 Exception 216 Exchanges Central Offices 96 Excluding WAN3 36 Excluding 36 Executive Wireless 45 Existing IP 115 P333T 115 Existing 115 Exit 60 107 Expansion Modules 32 267 Ext O P 32 Extended Callback Control Protocol 145 Extended CBCP 145 Extended Personal Greetings 179 Extension List 101 Extension s voicemail 187 Extensions 93 External The 179 External Calls 94 External Control 98 External Control Port 98 Page 284 4th May 2005 Issue 12t Exte
375. ul 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 Maximum 30 useable for Voicemail Pro 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 Optional internal upgrades allow for the support of up to 12 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 sup
376. umber 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 Compact mode which minimizes the screen space required to run the Phone Manager application While in compact mode a notification slider alerts of new calls and allows the user to view the caller ID or associated caller s name and answer the call Users can easily switch between standard amp compact E INN NRP p p pa From Nigel Olding To Philippe du Fou Last 28 07 2004 15 29 57 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 152 Product Description 4th May 2005 Issue 12t 9 Phone Manager 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 memb
377. unications Protocol Cable 115 Digita Communications Protocol 115 Digital Enhanced Cordless Telecommunication s 79 Digital Handsets 32 Digital Radio Module 83 Digital Station 21 32 47 48 52 64 65 66 83 86 igital IP 97 100 irect Dialing 89 irect Dialing In 129 150 irect Sequence ovg UVUUUU is ovg N N irect Station elect 150 irect Station elect icon 150 irectory 94 98 irectory Entry 94 irectory List 94 irectory Panel 157 isable Call aiting 93 isplay PIN 100 Display 96 100 Distinctive Ringing 94 154 Distribute voicemail 180 istribute 180 isturb 233 iverted voicemail 93 iverted 93 DNIS 188 DNS 143 145 Do Not Disturb 94 150 Domain Name Service address 143 Domain Name Service 143 145 Dongle 21 Down 47 64 UVUUUUODNOONUR YU os UUU is Downloadable 48 57 58 60 65 66 67 68 69 104 105 107 111 112 113 DRM 83 Drop 47 58 60 64 68 69 70 105 107 112 113 114 DS connecting 52 DS 12 32 52 122 DS 16 Module 267 DS 30 Module 267 DSS 60 107 DTE 147 DTE Port 32 DTE Power 115 DTMF sending 154 DTMF 99 101 137 154 186 225 233 Dual Charger 122 Dual PRI 12 Dual PRI T1 250 Duplex 10 100 BaseT Ethernet 68 112 Duration Summary Incoming 218 Duration Summary 218 DVD use 188 write 188 DVD 188 Dynamic Host Configuration Protocol 260 E El 32 129 199 E1 T1 143 E301R 122 E4115 E911 98 Each Voice Call Req
378. unnels allow a company to 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 RI P RIP is a distance vector proto
379. ut 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 126 Product Description 4th May 2005 Issue 12t 6 IP Telephony Hard Phones amp Soft Phones 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 standards including G 711 G 723 1 and G 729a The method of compression can be either automatically establi
380. ute 99 Routing Incoming 99 Routing 99 Status 157 Steal 93 Transfer 93 Waiting Ignore 93 Waiting 93 Waiting Indication 82 Ca Ca Ca Ca Ca Ca Line 12 back 145 back CP 145 ed Name 157 ed Number 157 ed Calling Name 136 Ca ed Calling Number 136 Ca 96 Ca 86 Ca er Display 95 98 165 er ID 83 85 152 157 er D Name Presentation 150 Ca er Line Identification Presentation 98 Ca Ca er s 152 er Display Analog Phones 100 Ca IP ing and or 187 Blind Transfer 93 Hunt Group 101 IP Office 129 Line Identification Presentation 129 Line Identification Restriction 129 Name 157 non 1P 250 Office 3 0 Product Description non 1P extension line 32 Number 157 259 Outgoing 100 PDU 115 Supervised Transfer 93 voicemail 93 Calling 32 93 100 101 115 129 157 187 250 259 Calling Called Party Identity 82 Calls By Target Group Incoming 218 Calls By Target Group 218 Call where 188 Campaign 218 Campaign Manager 186 Can Intrude 92 Cannot 92 Cannot Be Intrude 95 Capacity 85 Carrying Clip 85 Carrying 85 CAT 115 Catalyst provide 115 Catalyst 115 Catalyst 4000 Inline Power 10 100 BaseT 115 Catalyst 6000 Inline Power 10 100 BaseT Switching Module 115 Category 115 CBC IP Office 213 CBC 213 227 CCC 216 218 224 227 CCC Reporter 216 218 CCC Reports 222 CCC System Administrator refer 224 CCC System Administrator 224 CC
381. uto 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 Avaya IP Office Small Office Edition PCMCIA voice mail and Avaya 1P406 V2 Compact Flash 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 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 i
382. utton 97 Appearance featur e 47 48 58 60 64 65 66 69 70 74 105 107 113 114 Appendix refer 11 Appendix 11 Applicable 224 227 ARP receiving 146 ARP 146 Assigning Group Members 222 Assigning 222 Audio 103 Audio conferencing 197 Audio waveform 188 Audiotex 225 Auto Attendant 165 167 Auto Call Back 96 Auto Connect 146 Auto Connect Time Profile 146 Auto Attendant allows 225 Auto Attendant 89 225 Auto Attendant Operation 225 Automated Attendant 225 Automatic Call Distribution 97 Automatic Number Identification 230 Automatic Number Identifier 98 Automatic manual allow 187 Automatic manual 187 Auto negotiation 58 60 68 69 70 105 107 112 113 114 Avaya 11 45 47 64 65 66 103 115 121 122 134 165 209 218 224 227 235 247 260 Avaya 1151B1 115 Avaya 1151B1 Individual Power Supply 115 Avaya 1151B2 115 Avaya 1151B2 Individual Power Supply 115 Avaya 20 Series Support 12 Avaya 20 Series 12 Avaya 3810 52 78 86 Avaya 3810 Voice Terminal Attributes 86 Avaya 3810 Wireless Telephone 52 86 Avaya 4620 115 Avaya 6412 Digital 250 Avaya C460 115 Avaya C460 Multilayer Modular Switch 115 Avaya Cajun 259 Avaya Cajun LAN 258 Avaya Cajun P333T PWR Switch 115 Avaya Communication Manager deploying 115 Avaya Communication Manager 47 48 115 Avaya Convergence 115 Avaya Grey Color 57 58 60 67 68 69 104 105 107 111 112 113 Avaya Integrated Mana
383. val Alternatively recordings can be stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls Alternatively calls can be manually selected for recording If for any reasons resources are not available then a recording may not be taken for example all Voicemail Ports are busy Voicemail Pro provides a number of methods for triggering the recording of a call Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application The proportion of incoming and or outgoing calls that should be recorded and the time period during which Voice Recording should operate can be selected e User Recording The calls to and or from a particular user can be automatically recorded By default the recordings are placed in the user s mailbox e Hunt Group Recording The calls to a particular hunt group can be automatically recorded By default the recordings are placed in the hunt group s mailbox e Account Code Recording An account code can be applied to a call by the user before it is made or during the call One can also be applied automatically through CLI matching Both incoming and outgoing calls which use a particular account code can be automatically recorded e ICLID CLI Recording Account codes can be assigned to a cal
384. vavoniacceneeschavech iv eqebs ceckinvencduaccnuseccteeeel We 140 Remote ACCESS ECU it A A e savecadeees A pt anna ic 141 LAN to LAN RUIN a 142 Data Networking Features 20 00 IE I ete tee nner neat anaaa 143 lintegralLO TOO HUD taa dido 143 Integral 10 100 Mbit Layer 2 Ethernet SWitCh 0 0 nn nono nana ncnna nono nan nnnnnnnnn nn 143 Integral 10 100 Mbit Layer 3 Ethernet SWitCh en enereeees 143 DHCP Ut dr Nail 143 Leased Line SuppOrt aia A A a ed 143 Dial Up Circult SUppOlt a Oi 144 Point to Point Protocol PPP acia A aaa io 144 Multi Link Point to Point Protocol ML PPP cccccccccccccceccceeceeeceeeceeeceea vasa oro nora n aro n aro n aro n rr nn trnu nono nnnacn nano 144 A A O O A 144 A O 144 Time Prol aa ibas 144 BUMP Callado ii A AS i n 144 Password Authentication Protocol PAP c ccccccccecccececuceeceeeeeeeceee cena oro noro nono n oro trt nano n aro n ano EEEn EE no nano n canoas 145 Challenge Handshake Authentication Protocol CHAP cccssescecceeseceeueseeeeeeeeeeseeseeeseeseaseseeesaeseeseaeenenees 145 Data Header Compression ceca iii aia 145 Data COmpressionics aise suai taco AA cet Pe pe bon taeda ad ce 145 Bandwidth Allocation Control Protocol BACP cccccccccccccccccceeeeeee cess ceeeeeeeseeaseeeeeeeeeeeueueeeueeeeeuaesuaeentanenes 145 CAIDA CK seene A ata 145 Domain Name Service DNS Proxy cccccccccsesceccceeeeeeeeeeeeeeeeeeeeeeee ee eeeeeeeeeeeeeeseeeeeeeeaeeeeeaeaeesee
385. ved Page 49 Product Description 4th May 2005 Issue 12t 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 50 Product Description 4th May 2005 Issue 12t 4 Terminals 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 configuration 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 env
386. x checker to ensure the legitimacy of the administrator derived VB Script before it s incorporation Properties for VBScript General Enty Prompts Specific Reporting Results dies Mhs AAA A _ __ A A x gt zis Sub Main digid dim registration Set Voice CreateDbyect vinprov5 voocescsipt registration Voice Register digid if registration Then 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 177 Product Description 4th May 2005 Issue 12t 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 Ss In the Office Working from Home Diagram illustrating personal numbering IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 178 Product Description 4th May 2005 Issue 12t 11 Voicemail Extended Personal Greetings In Intuity emulation mode the Voicemail Pro system has the ability to hold a
387. xpansion Modules Requires a power supply unit for the phone power supply socket and must be used with the cables supplied IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 56 Product Description 4th May 2005 Issue 12t 4 Terminals 4601 I P Hardphone The 4601 supports the following features e Basic SLT single line telephone with no display e 2 Programmable feature keys with single lamps e Message Waiting Indicator e 7 fixed feature buttons 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 Protocol SNMP 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 e Connects to IP Office via the LAN IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 57 Product Description 4th May 2005 Issue 12t IP Office Product Description 4602 4602SW IP Hardphone The 4602 supports the following features e 9 Fixed Feature Keys Conference Transfer Drop Hold Redial Mute Volume up amp down Speaker Voice Mail e 2x 24 Character based Eurofont Display with 2 programmable call appearance feature keys e Message Waiting Indicator e Call Monitor Speaker not
388. y Call Information Calling Name Company One Calling Number 01707364416 Called Name Extn208 Called Number 208 Call Status Alerting Incoming Duration 00 02 IP Office 3 0 Copyright 2005 Avaya Inc All rights reserved Page 159 Product Description 4th May 2005 Issue 12t IP Office Product Description 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 3 o 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 Alaimed e Held Calls Panel The held call panel enables the operator to manage all calls held at the operator station These will appear as a list in panel The o
389. y 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 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 a E ENCINAS ENANA 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 VolP connections e The IP403 and IP406 v1 can each be
390. y 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 This 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 3 0 Copyright 2005 Avaya Inc All rights reserved Page 257 Product Description 4th May 2005 Issue 12t IP Office Product Description How Do Minimize Warble and Clipping In 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

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