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Copyright 2000, Avaya, Inc. All Rights Reserved, Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Avaya Web Page The world wide web home page for Avaya is: http://www.avaya.
Contents About This Document ix Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Intended audiences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix How to use this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Conventions used in this document . . . . . . . . . . . .
Contents 3 Adjuncts 25 Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 On hold and delayed announcement systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Audio and visual paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 6 Wireless Solutions 59 Medium-Range mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Long-Range mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 DEFINITY Wireless Business System PWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 7 Computer Telephony Integration 63 Server-based solutions . . . . . . . . . . . . .
Contents Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82 Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82 11 Networking 83 Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Appendix B: Telephone Features 109 Handling Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Misoperation Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Call Redirection . . . . . . . . . . . .
Contents viii Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
About This Document Purpose This document provides a high-level overview of the features, components, and capabilities of the Avaya IP600 Internet Protocol Communications Server. The Avaya IP600 is based on DEFINITY systems architecture and software. For information on how to install, administer, or maintain the Avaya IP600, see the DEFINITY ONE Documents Main Menu on this CD.
Conventions used in this document • Chapter 7, Computer Telephony Integration describes the applications that enable employees to combine computer and telephone functions to access client information. • Chapter 8, Enterprise Class IP Solutions describes the capabilities and applications that support audio/voice over a LAN or WAN. • Chapter 9, Telecommuting/Virtual Office describes applications that enable employees to work effectively off-site.
Trademarks Trademarks This document contains references to the following Lucent or Avaya trademarked products: • AUDIX® • CallVisor® • DEFINITY® • Avaya IP600 Internet Protocol Communications Server • INTUITY® • CentreVu® • BCMS Vu® • PassageWay® • CALLMASTER® • Magic On Hold® • CONVERSANT® The following products are trademarked by their appropriate vendor: • LINX™ is a trademark of Illinois Tool Works, Incorporated. • Netscape Navigator® is a registered trademark of Netscape Communications Corporation.
How to comment on this document How to comment on this document Avaya welcomes feedback. Please complete and return the reader comment form at the back of the document. If the reader comment form is missing for Overview for Avaya IP600 Internet Protocol Communications Server, (555-233-001), Issue 5, fax your comments to 1-732-817-4009.
1 Introduction With the use of the Internet and e-commerce, the paradigm of business is shifting from brick and mortar to the virtual enterprise. This shift is allowing small and large businesses alike to take advantage of new opportunities and find new ways to communicate with their customers.
Avaya IP600 Communications System 1 Avaya IP600 allows for business growth without additional investment. The circuit packs, phones, and cabinet can be used seamlessly in networks with DEFINITY systems, and the port circuit packs and telephones are common accross the whole IP600/DEFINITY product line.
DEFINITY Site Administration (DSA) 1 DEFINITY Site Administration (DSA) DEFINITY Site Administration (DSA) is a Windows-based system management tool that provides an easy-to-use interface with the Avaya IP600 and AUDIX. The built-in wizards globally update records, add users, and complete other administrative and maintenance tasks. The IP600 is administered on a Windows-based computer. DSA has pull-down menus and online help.
Call Accounting 1 Call Accounting Call Accounting controls communications costs with accurate reporting on calls processed and effective cost-allocation methods. Call Accounting stores call records from phone extensions and assigns costs to the calls. The system also creates ad-hoc reports to manipulate call data and charge-back call expenses to clients or departments. Detection of toll fraud and maintenance of call records are also features of call accounting.
Hardware 1 Hardware The major components of the Avaya IP600 include the following circuit packs: a TN744 call classifier, TN2302AP IP media processor (IP gateway), a TN799C C-LAN, and a TN795 processor. The processor circuit pack contains: • Windows NT 4.
Hardware 1 Figure 1. Avaya IP600 Rack-Mounted Cabinet 1 Grounding Receptacle 6 TN2302AP IP Media Processor 2 650A Power Supply 7 Storage Area (containing grounding 3 TN795 Processor 4 TN744D Call-Classifier- Detector wrist strap, backup PCMIA flashcard, and documentation library CD) 8 Fiber pass-through area 5 TN799B/C C-LAN Slots 1 and 2 are reserved for the TN795 circuit pack. Slot 3 is recommended for the TN744D circuit pack, but any other slot is acceptable.
Hardware 1 The Avaya IP600 should be installed in a well-ventilated area. Maximum equipment performance is achieved at an ambient temperature between 40 and 120 °F (4 and 49 °C) for a short-term operation (not more than 72 consecutive hours or 15 days in a year) and up to 110 °F (43 °C) for a continuous operation. The relative humidity range is 10% to 95% at up to 84 °F (29 °C). Above this, maximum relative humidity decreases from 95% down to 32% at 120 °F (49 °C).
Reliability 1 Reliability High reliabiity and availability has been a cornerstone of DEFINITY systems. The hardware is designed to detect and correct errors as they occur, to minimize the number of components that cause system outage, and to simplify fault isolation to a replaceable component. Error detection and correction, system reconfiguration, and alarming escalation paths provide necessary performance elements.
Incomparable service 1 Avaya IP600 also provides • System survival of minor power disruptions without service interruption • Automatic restoration of the last saved version following a power outage • Scheduled centralized backups of critical system information at remote sites. In an emergency, multiple copies of translations, AUDIX subscriber information, and the Windows NT registry are available. Saved information can be quickly restored.
Incomparable service 10 1 Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
2 Desktop/Console Solutions The communications needs of people in your company vary widely. Some may require only basic telephone service. Others may need effective messaging services or high-speed data communications and access to a variety of host and personal computers. Avaya IP600 brings voice communications, data communications, and messaging together on the desktop, which enables you to customize the types of service for various users.
Telephones for the global marketplace 2 These telephones emulate the DCP 6400-series telephones and provide all of the same features except for the group listen speakerphone feature. For a complete list of telephone features, see Appendix B, Telephone Features. The 4600-series IP telephones can be used with static or dynamic addressing. Dynamic addressing requires a Dynamic Host Configuration Protocol (DHCP) server.
Telephones for the global marketplace 6400-Series digital telephones 2 The 6400-Series digital telephones are versatile 2-wire DCP telephones that support all of the key/hybrid features of Avaya IP600.
Telephones for the global marketplace • 2 6408D+ telephone The 6408D+ telephone is a digital, multiline DCP telephone that has 8 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for users who need multiple line appearances and extensive features. The 6408D+ has 12 additional features that are accessible via the 2-line by 24character display and are selected by the four display-associated soft keys.
Telephones for the global marketplace • 2 6424D+M telephone The 6424D+M telephone is a digital, multiline DCP telephone that has 24 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for the busy executive or executive assistant who requires extensive call handling and call coverage flexibility. The 6424D+M has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys.
Telephones for the global marketplace • 2 8410D telephone The 8410D is a 10-line telephone with a 2-line, 24-character display. The 8410D has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys. This telephone can be wall mounted. • 8411D telephone The 8411D is a 10-line telephone with a 2-line, 24-character display.
Telephones for the global marketplace Table 3. 2 Differences between the 6400-Series telephones and 8400-Series telephones.
Telephones for the global marketplace 6200-Series analog telephones 2 The 6200-Series telephones are single-line, analog telephones. Three 6200 telephones are available: • 6210 telephone The 6210 telephone is a single-line analog telephone that can be wall mounted. This telephone has a built-in Data jack that allows a user to bridge a fax machine, modem, or laptop computer onto the single analog line. • 6218 telephone The 6218 telephone is a single-line analog telephone that can be wall mounted.
Wireless Handsets for X-Station Mobility 2 Wireless Handsets for X-Station Mobility X-Station Mobility allows remote users to access switch features. That is, X-Station Mobility allows certain OEM wireless telephones remoted over a PRI trunk interface to be controlled by the Avaya IP600 as if the telephones were directly connected to the switch.
Teleconferencing Products 2 Teleconferencing Products SoundStation Audioconferencing Systems Avaya’s SoundStation and SoundStation EX Audioconferencing Systems enable a group of people in a conference room to share their conversation with others through a telephone connection. The Soundstation equipment permits natural conversation among many people — whether strong or soft, or from a standing or sitting position.
Teleconferencing Products Figure 2.
Attendant Consoles 2 Attendant Consoles To increase the effectiveness of attendants handling calls, Avaya IP600 offers the following tools: • DEFINITY 302C Attendant Console (requires connectivity to a 2-wire DCP circuit pack) • DEFINITY PC Console Release 2.0 or later DEFINITY Attendant Console The DEFINITY Attendant Console is a digital call-handling station with push-button control that enables call attendants to answer, place, and manage calls and monitor selected system operations.
Attendant Consoles Requirements 2 The following requirements must be met for the PC Console to function properly: • An IBM-compatible personal computer with: ~ A Pentium-based, 100-megahertz or higher processor ~ A minimum of 16 megabytes (MB) of random-access memory (RAM) ~ A minimum of 4 MB of read-only memory (ROM) ~ A 3.5-inch diskette drive ~ An available COM port ~ Sufficient hard disk space.
Attendant Consoles 24 2 Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
3 Adjuncts Avaya IP600 provides the following equipment to supplement the services and features of your system and telephones: • Power systems • On hold and delayed announcement systems • Headsets • Audio and visual paging • Alerts and sensors • Speakerphones • Security devices • Call Accounting systems Power Systems Avaya offers the following solutions to provide power for equipment and protection from power disturbances or disasters: • Online Uninterruptible Power Systems (UPS) A UPS safe
On hold and delayed announcement systems 3 On hold and delayed announcement systems Avaya offers the following external announcement systems for Avaya IP600: • Magic On Hold Express Systems Magic On Hold Express systems provide businesses with fully customized, professionally produced announcements for customer-specific “on hold” environments. The announcements are delivered to your company from the production studio.
Audio and visual paging 3 Audio and visual paging Avaya’s overhead voice paging equipment allows telephone users to make announcements by speaking into a telephone handset. Avaya IP600 supports as many as 9 paging zones, and 1 zone can be set up to activate every zone at the same time. A zone is the location of the loudspeakers: for example, conference rooms, warehouses, or storerooms.
Security devices 3 Security devices Avaya provides the following security devices: • Access Security Gateway (ASG) The Access Security Gateway (ASG) is a built-in authentication feature that offers a more secure alternative to static login passwords for remote access to Avaya IP600.
Call Accounting Systems 3 Call Accounting Systems Note: Call Accounting Systems (CAS) do not run co-resident on the Avaya IP600 platform. They are supported ONLY if they can interface to the Avaya IP600 system for CDR records. Also, they must be able to retrieve data over LAN. Avaya provides the following call accounting systems to reduce service expenses, optimize resources, assign costs, and identify abuse. These products aid in clearly understanding these issues and communicating them to others.
Call Accounting Systems 3 A traffic engineering option allows you to monitor trunk usage, calling patterns, incoming traffic, and outgoing calls by area code. This allows you to analyze trends summarizing how your equipment is being used. CFW is widely compatible and requires little maintenance, even while collecting data, generating reports, and managing remote data collection sites.
4 INTUITY AUDIX Messaging Fewer than 30% of person-to-person business calls reach the intended party on the first attempt. This makes the day-to-day business communications frustrating and can impact productivity. Integration of communications with Avaya’s INTUITY AUDIX messaging system helps ensure that calls are not lost. In addition to call-answer capability, AUDIX provides new opportunities through multimedia messaging. A multimedia message can include text, voice, and fax components.
Additional sources of information 4 Additional sources of information The following additional information for administering AUDIX is available: • AUDIX System Administration documentation on the DEFINITY ECS Documentation Library CD • The Message Manager Installation chapter in Installation and Upgrades for DEFINITY ONE™ Communications System Release 9.
Accessing AUDIX Administration 4 Review and test the DSA connection To review and test the DSA connection: 1. Review the Voice Mail System Summary and make any needed corrections. 2. Click Test to try the connection. If the connection works, DSA displays the login prompt or the AUDIX Command Prompt screen. If the connection does not work, DSA displays an error dialog box with troubleshooting information. 3. Click Next and Finish. 4. Click the Tree tab and confirm that it displays in the tree.
Features of AUDIX 4 Using Telnet to access AUDIX Administration To access AUDIX via Telnet or another terminal emulator: 1. Set up a connection to local Telnet or other terminal emulator using the following information: ~ Local machine name for host name ~ Specified port number for port ~ VT100 for Term type 2. Once the connection is established, enter login/user name at the Telnet login: prompt. 3. Enter a password at the password: prompt. 4.
Features of AUDIX 4 Nuances and inflection are integral parts of person-to-person communication. The AUDIX software uses a high-quality voice-encoding algorithm known as CodeExcited Linear Prediction (CELP) to capture the nuances and subtle inflections of the human voice. Voice Messaging is similar to an electronic mail system in that messages can be sent to other individuals or groups without directly calling the recipient. The message is stored in the recipient’s AUDIX mailbox.
Features of AUDIX 4 Multilingual support Optional multilingual functions allow callers to interact with the AUDIX application using different languages. For example, callers can follow voice prompts in languages that may or may not match the language of the people they are calling. An administrator can install up to 9 languages on the AUDIX application and operate them simultaneously. Users can also record personal greetings in two different languages. Prompts are delivered in the selected languages.
Features of AUDIX The outgoing section of a mailbox stores messages that users create, send, or forward. In most cases, messages remain in the outgoing section until delivered. Table 5 describes the outgoing mailbox categories listed in default order. The AUDIX administrator can change this order. Outgoing mailbox Table 5. 4 Outgoing mailbox categories Category Description Filed Messages that users create and save in the outgoing section of a mailbox.
Features of AUDIX 4 TCP/IP allows you to exchange voice, fax, text messages, and attached files from other AUDIX systems. This enables a user to: • Address messages by name only, known as name addressing. This function applies only to administered remote recipients. Administered refers to remote users who have been entered in the database of the local application. • Include the names and telephone numbers of remote recipients in personal mailing lists.
Features of AUDIX 4 What distinguishes Message Manager from ordinary voice messaging products is the way users interact with the feature. Users access information visually, instead of listening to voice prompts and using a touch-tone keypad. Viewing message headers on-screen is faster for users because they can quickly view who called, when, and why, without having to listen to prompts, press keys, or remember instructions.
Features of AUDIX Table 6. 4 Message Manager functions and descriptions Function Description Build Personal Phonebook You can use the Personal Phonebook in Message Manager to store “cards” with the addresses of AUDIX subscribers, as well as other numbers and notes. As subscribers are added to the Phonebook, you can quickly add them to an address list. The Personal Phonebook is stored on your PC and can be used while working offline.
Features of AUDIX 4 The following information is available to Message Manager users: • Message Manager Quick Reference Guide, available on the DEFINITY ECS Documentation Library CD • Message Manager online help, available by selecting Contents from the Message Manager Help menu • A file customized just for your site, described in the Updating Your Site-Specific Information section of the Message Manager Installation chapter in Installation and Upgrades for DEFINITY ONE™ Communications System Release
Features of AUDIX 4 Automated Attendant An automated attendant is an interactive telephone answering system. It answers incoming calls with a prerecorded announcement and routes each one based on the caller’s response to menu options and prompts. The system administrator sets up an automated attendant so that callers hear a menu of options. Callers indicate the desired menu option by pressing the corresponding touch-tone key. The automated attendant executes the selected option.
5 Call Center The Avaya IP600 Call Center applications are designed to efficiently connect each caller to the appropriate representative. Before the call is routed, information is captured about the caller and integrated with existing databases (see Chapter 7, Computer Telephony Integration). The combined data is used to match the caller to an agent. Additional features politely inform callers waiting in queue (a holding place for incoming calls) of the length of time it will take to process the call.
Automatic Call Distribution (ACD) 5 Automatic Call Distribution (ACD) If your company has departments (such as sales, billing, or customer service) that handle large volumes of incoming calls, you can benefit by using Avaya IP600’s powerful ACD capabilities. ACD is the basic building block for Call Center applications. ACD offers a method of distributing incoming calls efficiently and equitably among available employees or agents. ACD also offers a number of ways to connect an agent to a call.
Automatic Call Distribution (ACD) Figure 3. 5 A Basic Example of Automatic Call Distribution Powe r 1 2 3 4 5 6 7 8 9 10 iodprmc LJK 110600 1 Avaya IP600 5 Group C: General Information 2 Incoming Trunks 6 Queues 3 Group A: Business Travel 7 Call Coverage to Group C 4 Group B: Personal Travel 8 AUDIX DEFINITY places all Automatic Call Distribution calls into a queue.
Automatic Call Distribution (ACD) 5 Two features provide for redirection of ACD hunt group calls: • Intraflow allows an ACD call to be redirected from one hunt group to another through coverage paths that are assigned to determine call-redirection criteria. • Interflow allows new calls in a hunt group’s queue to overflow and be sent to another ACD hunt group on another system using the Call Forwarding All Calls feature.
Basic Call Management System 5 Basic Call Management System The Basic Call Management System (BCMS), an integrated, internal capability of Avaya IP600, is a cost-effective solution for small start-up Call Centers or for existing companies with minimum system-measuring/reporting requirements. BCMS helps you fine-tune your Call Center’s operation by providing reports with the data necessary to measure Call Center agent performance.
Attendant Vectoring 5 Attendant Vectoring This is a Avaya IP600 feature for calls where the caller is seeking an attendant. It provides a lower-priced solution for customers who want to vector attendant calls that go to an attendant without purchasing the full vectoring software. This alternative provides some powerful capabilities, such as announcement in queue, time-of-day routing, and routing with coverage.
Call Center Deluxe 5 • Service Observing Remote • Timed After Call Work/Agent Pause Between Calls • VuStats (including the Service Level and Login IDs enhancements) Note: 12-Agent Call Center Basic is included with Avaya IP600 software. Call Center Deluxe The Call Center Deluxe package, a Avaya IP600 feature, enhances the basic package by including sophisticated Call Center capabilities such as advanced routing, vectoring, and expected wait-time announcements.
CentreVu Virtual Routing 5 CentreVu Virtual Routing CentreVu Virtual Routing, an Avaya IP600 feature, helps you provide the best possible service to your customers while using all your Call Center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple locations to work together as a single virtual Call Center. Its smart routing capabilities monitor and anticipate changing conditions across your virtual Call Center network to find the best place to deliver each call, every time.
CentreVu Advocate 5 CentreVu Advocate You can leverage your Call Center as a strategic business asset with Avaya’s innovative CentreVu Advocate software solution. CentreVu Advocate, a Avaya IP600 feature, eliminates the chaos and randomness associated with call handling and provides directed routing with customer-pleasing results. This breakthrough software offers new methodology for aligning your enterprise objectives with agent and management performance and customer needs.
BCMS Vu 5 • Service Level Supervisor with Reserve Agents Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents’ normal call handling preference to assist calls from a skill whose threshold has been exceeded.
CentreVu CT 5 CentreVu CT Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information between the PC and the telephone. CTI applications integrate data processing, data communications, and voice communications.
CentreVu Call Management System (CMS) 5 CentreVu Call Management System (CMS) The performance of the CentreVu Call Center is critical to your business success. The CentreVu Call Management System (CMS) supplies the tools needed to use the knowledge of the present as well as the past to improve performance in the future.
CMS add-on packages 5 CMS add-on packages The following sections describe CMS add-on packages: • CentreVu Supervisor • CentreVu Explorer II • CentreVu Visual Vectors CentreVu Supervisor CentreVu Supervisor is an effective management tool that expands the capabilities of the CentreVu Call Management System (CMS). CentreVu Supervisor gives call center managers access to these capabilities and much more — all from the convenience of a desktop or laptop PC.
CMS add-on packages 5 CentreVu Explorer II CentreVu Explorer II takes your CentreVu CMS reporting capabilities to the next level by providing a more granular view of agent and call activity throughout your call center operation. CentreVu Explorer II is an optional, server-based application that collects and stores the historical information that is gathered in CentreVu CMS.
CMS add-on packages 5 You can use your Windows-based workstations with a Web browser to connect to the LAN and use the CentreVu Explorer II GUI to access the local database and access details such as how many times a call has been put on hold or transferred, and by whom. With CentreVu Explorer II, your Call Center managers can select and analyze a comprehensive array of detailed call criteria, produce a variety of reports, and perform database administration, all from the convenience of their desktop PCs.
CentreVu Compact Call Center Solutions Packages 5 CentreVu Compact Call Center Solutions Packages The CentreVu Compact Call Center solutions are an easy and cost-effective way for businesses to implement small Call Centers.
6 Wireless Solutions Most businesses today struggle to improve customer service and increase profits while controlling staff size and costs. To maintain a balance between service and costs, employees must be more productive, responsive, and mobile in performing their jobs.
Medium-Range mobility 6 Figure 4.
Long-Range mobility 6 Long-Range mobility Avaya offers two powerful long-range solutions for contact with customers, coworkers, and suppliers from anywhere in the office. In both systems, overlapping zones enable mobility without changing telephones. (See Figure 5.) The telephone connection is “handed off” from one transmitter to another, as directed by a single radio controller. Figure 5.
DEFINITY Wireless Business System PWT 6 DEFINITY Wireless Business System PWT The DEFINITY Wireless Business System PWT relies on Avaya IP600 to manage mobility. It uses Personal Wireless Telecommunications-based technology, which is a leading protocol in the United States. This protocol permits up to 12 simultaneous conversations per base station and defines the radio interface between the portable telephones and the base stations in the system.
7 Computer Telephony Integration Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information between the PC and the telephone. CTI applications integrate data processing, data communications, and voice communications. Avaya IP600 supports the following types of CTI applications.
Third-Party applications 7 Third-Party applications All third-party CTI applications are supported by Avaya IP600, except for those that require adjunct routing. The following is a list of some CTI applications that are currently available. Availability varies by country. • Intuition Intuition is designed to be a cost-effective software application providing easier entry into CTI for small Call Center customers. Intuition automates the business process by using sophisticated rules-based intelligence.
8 Enterprise Class IP Solutions The capabilities and applications of Avaya IP600 are extended with the introduction of Enterprise Class IP Solutions (ECLIPS). ECLIPS supports audio/voice over a LAN or WAN, and it ensures that remote workers have access to communication system features from their PCs. Although voice quality can and will vary based on LAN conditions, Avaya IP600 offers features that enable management of the quality of voice communications.
Avaya IP Softphones 8 Avaya IP Softphones Avaya IP Softphones operate on a PC equipped with Microsoft Windows 95/98/NT and with TCP/IP connectivity to the Avaya IP600. Avaya IP600 used with Avaya IP Softphones offers enhancements to information display, security, and serviceability. For example, the administrator can obtain information about the Avaya IP Softphone connection type and can list registered IP stations.
Avaya IP Telephones 8 CentreVu IP Agent Provides a variation of the telecommuter application. CentreVu IP Agent emulates an Avaya set and provides use of the call end capabilities required for Call Center operations from a remote location, such as the agent’s home. Native H.323 This is an IP-connected softphone running off-the-shelf H.323 software. It operates as a single-line phone with limited features, which are activated by Feature Access Codes.
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9 Telecommuting/Virtual Office Avaya’s research and independent industry studies show that telecommuters are generally 15 to 30 percent more productive. Telecommuters convert travel time into productive work time, are less likely to be distracted by normal office routines, and frequently end up working longer hours with greater output. During severe weather, telecommuters can continue working while others are stuck at home without access to work-related systems and tools.
Pipeline 15 9 Station Security Codes Station Security Codes protect access to telephone stations and can be changed by the telephone users. This feature allows you to ensure protection of your console features.
DEFINITY Extender 9 DEFINITY Extender DEFINITY Extender is a single-box remote voice and data solution for telecommuters, remote agents, and branch offices using Avaya IP600. DEFINITY Extender helps increase the productivity and performance of remote workers by allowing them to access the features of the Avaya IP600 system and their corporate LAN. With the DEFINITY Extender, remote voice access is just as simple as remote data access for off-premises employees.
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10 System Administration Avaya IP600 offers a variety of modular tools for managing your system. Telephone and facility administration features allow you to administer telephones, computers, facilities, and features throughout your system or network. Traffic management features allow you to measure, manage, and report on the voice and data communications traffic throughout your system or network.
DEFINITY Site Administration • 10 Graphically Enhanced DEFINITY Interface (GEDI) The GEDI feature provides users with a Windows-like interface to: ~ Add objects ~ Remove objects ~ Change objects ~ View the status of objects ~ Duplicate objects ~ Test objects ~ Generate tasks that may be scheduled to run at a later date and time • Scheduler The Scheduler lets users specify a task to run at a specific date and time.
DEFINITY Site Administration • 10 Global Change Capability The global change capability lets users select and change field values in one or more of the following objects that matches a search filter: ~ Agent login ID ~ Coverage path ~ Data module ~ Hunt group ~ Station ~ Trunk group ~ VDN • Create Station Templates Wizard The Create Station Templates wizard steps users through instructions on how to create station templates.
Administration 10 Administration Avaya IP600 includes features that simplify and accelerate the administration process. Portless Administration/Administration Without Hardware The Administration Without Hardware feature offers the capability to administer station forms without specifying a port location. Administered stations will not cause alarms or errors when the station is translated but not yet installed. These station types are referred to as “phantom” stations.
Scheduling 10 Automatic Station Relocation/Terminal Translation Initialization Terminal Translation Initialization (TTI) is a feature that works with the Administration Without Hardware feature. TTI is part of the Portless Administration/Administration Without Hardware feature, but can also be a standalone feature.
Basic reporting 10 Basic reporting Avaya IP600 has built-in capabilities for generating reports. These reports are available without special hardware or software. • System Measurements reports supply information on the status of all communication facilities. These reports help determine the efficiency of resources, including (but not limited to) trunk groups, hunt groups, and the attendant group.
Performance measurements • 10 The Traffic Summary report offers additional measurements that help configure the switch, determine the switch’s capacity for growth, and report unauthorized switch-access attempts. These measurements can be used to verify that your system and its users are not experiencing performance degradation due to overloaded switch resources.
Call Charge information 10 The ECS Reports Generator produces all standard reports, plus the following: • The Unused Extension Report shows all unused extensions. • The Configuration Pictorial graphically depicts your system, with cabinet, carrier, and slot representation. It maps the station data to the configuration data so you can easily determine where stations are assigned for a port on a circuit pack. You can easily see which ports are free on which slots and what the port names are.
Call Detail Recording 10 Call Detail Recording Call Detail Recording (CDR) helps you manage call costs by letting you monitor and analyze call patterns and usage in your system.
Security 10 Call Detail Recording devices There is no RS-232 interface provided by Avaya IP600 for LAN. Your CDR Output Records are stored in D:Lucent Data/CDR in files Cas.in and Cdr.out. Call Accounting Systems Several options are available to you for call accounting, depending on what type of system administration tools you are using. DEFINITY Network DEFINITY Network Telemanagement (DNT) is a multi-user telemanagement Telemanagement (DNT) system.
11 Networking Avaya IP600 provides powerful voice and data capabilities and connections to a variety of voice and data networks. Avaya IP600 builds on Avaya’s established networking strengths to offer you network-management features, network interfaces, a variety of private-network configurations, and end-to-end Integrated Software Defined Network (ISDN) capabilities.
Distributed Communication System — Integrated SDN and Non-Integrated SDN 11 Feature transparency means that features work the same from a user’s perspective, whether the telephones involved are assigned to the same switch or to different switches. Users in a DCS can dial each other with four or five digits as if they were all on the same switch.
Avaya IP600 DCS networks 11 Avaya IP600 DCS networks If your company has two or more sites with Avaya IP600, you can network them using the DCS over ISDN-PRI feature (DCS+). This requires a system to use ISDN-PRI signaling. The network connections can be either ISDN-PRI or DS1 private-network dedicated facilities. Figure 6 shows a network using ISDN-PRI signaling. Figure 6.
World-Class Routing 11 World-Class Routing Avaya IP600 is a world-class system that meets the needs of global customers. One capability essential in meeting these needs is the ability for users to flexibly dial any location in the world, regardless of the dial plan used at that location. To fulfill this requirement, Avaya IP600 provides World-Class Routing.
Network management features 11 Network management features Avaya IP600 has a variety of features that enable you to manage your network resources effectively.
Network management features 11 If Generalized Route Selection is not being used when a call is made, the system selects a routing pattern based on the digits dialed. The system checks the routing preferences in that pattern in the order they were listed, and the first available facility is used to place the call. If a facility is not available, the call can be queued until a facility becomes available.
Network management features 11 Facility Restriction Level Facility Restriction Levels are used to limit user calling privileges for incoming and outgoing calls. The Facility Restriction Level determines if a call attempt is permitted and which routes can be used or denied in the routing process. Eight levels of Facility Restriction Levels can be assigned to telephones, computers, and system management tools.
Network interfaces and equipment 11 Network interfaces and equipment Avaya IP600 supports a variety of interfaces to voice and data networks. Trunks supply links between Avaya IP600, the public network, and other switches. DS1 interfaces offer high-speed digital connectivity between switches. Trunk group circuits Trunks provide the communications links between Avaya IP600 and other switches, including central office switches and other premises switches.
ISDN Miscellaneous trunks 11 Miscellaneous trunks perform functions that do not fit neatly into any of those already described: • Release-link trunks are used between switch locations to provide Centralized Attendant Service. • Remote-access trunks provide off-premises users with access to Avaya IP600’s features and networking. Digital interfaces Avaya supports both T1 and E1 facilities. As industry standards around the world, T1 and E1 facilities provide the latest alternative to analog trunking.
Centralized Attendant Service 11 Centralized Attendant Service Avaya IP600 owners who have more than one switch location can benefit greatly by using the Centralized Attendant Service (CAS) feature. CAS reduces the number of required attendants, and, in most cases, all those attendants can be located at one of the switch locations, called “main.” Switches at the other locations, called “branches,” redirect their calls to the CAS main.
Main/Satellite/Tributary 11 Main/Satellite/Tributary If you have modest network requirements, a main/satellite/tributary configuration is an attractive possibility for private networking. In this configuration, one Avaya IP600 location is the main, and remote switches are satellites or tributaries. Attendant positions and public network facilities are usually concentrated at the main. All calls to or from a satellite pass through the switch at the main.
Electronic Tandem Network 11 Electronic Tandem Network If your company requires a medium-to-large network spanning a large geographic area, nationwide or even worldwide, Electronic Tandem Network (ETN) is the answer. An ETN is a wide-area private network that tandems calls through one or more switches to route the calls to their destinations.
12 SNMP Native Agent Software Avaya IP600 includes a SNMP (Simple Network Management Protocol) Native Agent. Native Agent provides a SNMP interface to the system’s alarm and error tables, select performance measurements, and select configuration data. Native Agent also supports SNMP traps for Avaya IP600 alarms and restarts, INTUITY alarms, and Windows NT events. DEFINITY Network Management (DNM), Avaya’s SNMP-based DEFINITY fault and performance management product, also supports Avaya IP600.
SNMP Traps 12 Via the SNMP Agent allows retrieval of Avaya IP600 status data, system time, trunk group information, board data, DS1 board data, ATM board data, port data, station data, and data modules. It provides retrieval of information regarding trunk outage data, lightlyused trunks, long and short trunk holding times, and trunk group performance measurements.
Avaya IP600 Co-Resident Modules 12 License Server The SNMP agent will use the license server. DSA SNMP Native Agent does not require DSA. Administration of SNMP Native Agent is via GAS commands. Logins and the LAC The LAC is modified to provide a special interface for the SNMP. This interface allows the SNMP agent to access Avaya IP600 at a craft level without knowing the password for this login. The interface will be restricted to local machine instances of SNMP only.
Avaya IP600 Co-Resident Modules 98 12 Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
A Avaya IP600 Features This appendix provides a list of the features of Avaya IP600 arranged in the following categories: • Automatic Routing Features • Basic Features • Call Center Features • Private Networking Features • Trunk Group Features This appendix lists all Avaya IP600 capabilities available anywhere. Some of the listed features are optional. Please check with your local Avaya representative for further information about system features and what is available in your country.
Basic features A Basic features The following features are supported with Avaya IP600: 100 • Abbreviated Dialing • Administered Connections • Administrable Language Displays • Administration Change Notification • Administration Without Hardware • Alphanumeric Dialing • Alternate Operations Support System Alarm Number • Answer Detection • Attendant Auto-Manual Splitting • Attendant Backup Alerting • Attendant Call Waiting • Attendant Calling of Inward Restricted Stations • Attend
Basic features A • Automatic Call Timer • Automatic Circuit Assurance • Automatic Exclusion • Automatic Incoming Call Display • Automatic Route Selection/Automatic Alternate Routing Shortcut Dialing • Automatic Transmission Measurement System • Block Collect Call • Bridged Call Appearance — Multi-Appearance Telephone • Bridged Call Appearance — Single-Line Telephone • Bulletin Board • Busy Verification of Terminals and Trunks • Call Charge Information • Call Coverage • Call Deta
Basic features 102 A • Demand Print • Dial Access to Attendant • Dial Plan • Dialed Number Identification Service • Distinctive Ringing • Dual DCP I-Channels • Easy Beyond Today • Emergency Access to the Attendant • Enhanced Abbreviated Dialing • Enhanced Voice Terminal Display • Extended User Administration of Redirected Calls • External Device Alarming • Facility Busy Indication • Facility Test Calls • Fiber Link Administration • Go to Cover • Group Listen • Group Pag
Basic features A • Manual Message Waiting • Manual Originating Line Service • Manual signaling • Misoperation Handling • Modem Pooling • Multi-Appearance Preselection and Preference • Music-on-Hold Access • Night Service • Numeric Terminal Display • PC/PBX Connection • Personal Station Access • Personalized Ringing • Power Failure Transfer (Emergency Transfer) • Priority Calling • Privacy — Attendant Lockout • Privacy — Manual Exclusion • Public Network Call Priority • P
Call Center features A • Telephone Self Administration • Temporary Bridged Appearance • Tenant Partitioning • Terminal Translation Initialization • Terminating Extension Group • Timed Reminder and Attendant Timers • Transfer • Transfer — Outgoing Trunk to Outgoing Trunk • Translation Copy Protection • Trunk Flash • Trunk Group Busy/Warning Indicators to Attendant • Trunk Identification By Attendant • Trunk-to-Trunk Transfer • Visually Impaired Attendant Service • Voice Message
Call Center features A • Call Vectoring • Calling Party/Billing Number • CentreVu Advocate • CentreVu CT Server (additional cost) • CentreVu Virtual Routing • Direct Agent Announcement • Duplicate Agent • Expert Agent Selection • Flexible Billing • Holiday Vectoring • Inbound Call Management • Intraflow and Interflow • Enhanced Look-Ahead Interflow • Malicious Call Trace • Multimedia Call Handling • Multiple Call Handling • Queue Status Indications • Reason Codes • Red
Private networking features A Private networking features The great expandability of Avaya IP600 makes it a logical choice for setting up private networks.
Trunk group features A • QSIG Name and Number Identification • QSIG Path Replacement With Replacement • QSIG Value-Called Number ID • Transit Counter • Uniform Dial Plan • User to User Information over Public Network Trunk group features Avaya IP600 offers an array of features for managing trunk groups efficiently: • ATM-CES Trunks • ATM Trunks • Brazil — R2 MFC Backwards Signal • Call-by-Call Service Selection • Caller ID on Analog Trunks • CAMA - E911 Trunks • DS1 Trunk Service
Trunk group features 108 A Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
B Telephone Features Handling Incoming Calls • Station Used as a Virtual Extension — Allows a customer to assign multiple, individual, virtual extensions to one physical phone. The physical phone must be analog and on the local switch. The administrator can set each virtual extension with a unique ring pattern to identify the extension for which the incoming call is intended.
Handling Incoming Calls B • Trunk-to-Trunk Transfer — Allows the attendant or telephone user to connect an incoming trunk call to an outgoing trunk call. This feature is particularly useful when a caller outside the system calls a user or attendant and requests a transfer to another outside number. For example, a worker, away on business, can call in and have the call transferred elsewhere.
Handling Incoming Calls B Misoperation Handling Note: This feature is required only in France and Italy, but it can be used at any location where the feature has been turned on. Defines how calls are handled when a misoperation occurs. A misoperation is when calls are left on hold when the controlling station goes on hook.
Handling Incoming Calls B Call Redirection • Call Forwarding — Call Forwarding provides four functions: ~ Call Forwarding All Calls — Allows calls to be forwarded to an internal extension, external (off-net) number, an attendant, or an attendant group. ~ Call Forwarding Override — Allows the user at the forwarded-to extension to override Call Forwarding and either initiate a call or transfer a call back to the forwarded-from extension.
Handling Incoming Calls B ~ Reset Shift Call — If a call number is busy and doesn’t have coverage or the called number and the coverage are both busy, you have an opportunity to replace the last digit that was entered. This allows you to call another extension without having to hang up and redial. Reset Shift Call is a feature that is active for station to station (internal) calls and for Private Network calls. The Private Network trunks must signal busy using out-of-band signaling. Figure 7.
Handling Incoming Calls Night Service Enhanced Night Service 114 B There are five Night Service features: • Hunt Group Night Service allows an attendant or a split supervisor to assign a hunt group or split to Night Service mode. All calls for the hunt group then are redirected to the hunt group’s designated Night Service extension. When a user activates Hunt Group Night Service, the associated button lamp lights.
Handling Incoming Calls Bridged Call Appearance — MultiAppearance Telephone Call Pickup B Allows calls made to or from a primary telephone user’s extension number to be handled from more than one telephone. A bridged call appearance is set up by administering a primary extension and the button number associated with it on a multi-lamp button on another telephone.
Disconnecting Unanswered Calls Station Hunting B Routes calls made to a busy extension to another extension. To use Station Hunting, you create a station hunting chain that governs the order in which a call routes from one extension to the next when the called extension is busy. Each extension in the chain links to only one subsequent extension. An extension may be linked from any number of extensions, however.
Speed/Convenience Calling B Speed/Convenience Calling Abbreviated Dialing Provides lists of stored numbers you can use to: • Place local, long-distance, and international calls • Activate features • Access remote computer equipment You simply dial the list number and the one-, two-, or three-digit number associated with the telephone number you want. The number is then automatically dialed by the system.
Speed/Convenience Calling B Automatic Callback Allows internal users who placed a call to a busy or unanswered internal telephone to be called back automatically when the called telephone becomes available. When a user activates Automatic Callback, the system monitors the called telephone. When the called telephone becomes available to receive a call, the system originates the Automatic Callback call. The originating party receives priority ringing.
Speed/Convenience Calling B Emergency Access to the Attendant Provides for emergency calls to be placed to an Attendant. These calls can be placed automatically by the system or can be dialed by system users. Emergency access calls can receive priority handling by the Attendant. • Crisis Alert uses both audible and visual alerting to notify designated extensions when an emergency call is made. Audible alerting sounds like an ambulance siren.
Telephone Displays B Special Dial Tone Provides the ability to play a Special Dial Tone whenever an analog set is not able to receive calls. When such conditions as Call Forward All Calls, Call Forward Busy/NA, Send All Calls or Do Not Disturb are activated on a telephone set, a Special Dial Tone lets you know that you cannot receive any calls.
Group Communication B • Administrable Language Displays — Allows the messages that appear on telephone display units to be shown in the language spoken by the user. These messages are available in English (the default), French, Italian, Spanish, or one other user-defined language. The language for display messages is selected by each user. The feature requires 40-character display telephones.
Special Ringing B • Whisper Page — Allows an assistant or colleague to bridge onto your telephone conversation and give you a message without being heard by the other party or parties you are talking to. Whisper Page works only on certain types of telephones. • Loudspeaker Paging Access — Provides attendants and telephone users dial access to voice paging equipment. As many as nine paging zones can be provided by the system and one zone can be provided that activates all zones at the same time.
Messaging B • Ringing — Abbreviated and Delayed — Allows you to manually or automatically assign one of four ring types to each call appearance on a telephone. Whatever treatment you assign to a call appearance is automatically assigned to each of its bridged call appearances. • Ringer Cutoff — Allows the user of a multi-appearance telephone to turn audible ringing signals on and off. Visual alerting is not affected by this feature.
Messaging B • Voice Message Retrieval — Allows telephone users, remote access users, and attendants to retrieve Leave Word Calling and Call Coverage voice messages. It can be used to retrieve a user’s own messages or messages for another user. However, a different user’s messages can be retrieved only by a user at a telephone or attendant console in the coverage path, by an administered systemwide message retriever, or by a remote-access user when the extension and associated security code are known.
Telecommuting B Telecommuting • Remote Call Coverage/Call Forwarding Off-Net — Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a remote location. This allows you to have calls placed to your on-site office redirected to your home office. You can administer the system to either monitor calls and bring them back for additional processing if not answered or to leave calls at the remote (off-net) location.
Telecommuting 126 B Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Issue 5 — November 2000
C Attendant (Operator) Features This section discusses the features of the following attendant console: • Attendant Console • DEFINITY PC Console • Attendant with DCS Attendant (Operator) A person at a console who provides personalized service for incoming callers and voice-services users by performing switching and signaling operations.
Attendant Features C Attendant Features Call Handling 128 • Listed Directory Number — llows outside callers to access your attendant group in two ways, depending on the type of trunk used for the incoming call. You can allow attendant group access via incoming direct inward dial trunks, or you can allow attendant group access via incoming Central Office) and foreign exchange trunks.
Attendant Features C • Release Loop Operation — Allows the Attendant to hold a call at the console if the call cannot immediately go through to the person being called. A timed reminder begins once the call is on hold. If the call is not answered within the allotted time, the call returns to the queue for the Attendant. Timed reminders attempt to return the call to the Attendant who previously handled it. Only when the original Attendant is unavailable are calls returned to the queue.
Attendant Features C Accessing the Attendant • Recall — users to recall the Attendant when they are on a two-party call or on an Attendant Conference call held on the console. Single-line users press the Recall button or flash the switchhook to recall the Attendant. Multi-appearance users press the Conference or Transfer button to recall the Attendant and remain on the connection when either button is used. • Emergency Access to the Attendant — Provides for emergency calls to be placed to an Attendant.
Attendant Features C • Trunk Group Busy/Warning Indicators to Attendant — Provides the Attendant with a visual indication that the number of busy trunks in a group has reached an administered level. A visual indication is also provided when all trunks in a group are busy. This feature is particularly helpful to show the Attendant that the Attendant Control of Trunk Group Access feature needs to be invoked.
Attendant with DCS C Attendant with DCS • Control of Trunk Group Access — Allows an Attendant at any node in the Distributed Communication System (DCS) to take control of any outgoing trunk group at an adjacent node. This is helpful when an Attendant wants to prevent telephone users from calling out on a specific trunk group for any number of reasons, such as reserving a trunk group for incoming calls or for a very important outgoing call.
Index Numerals 4600-series IP telephones 11 6200-series analog telephones 18 6400-series DCP telephones 13 6400-series digital telephones 13 800-service trunks 90 8400-series digital telephones 15 A access, remote 125 accessing AUDIX administration 32 accessing the attendant 130 adjuncts alerts 27 audio paging 27 call accounting systems 29 delayed announcement systems 26 external speakerphones 27 headsets 26 Magic On Hold 26 Magic On Hold Express 26 on hold systems 26 paging 27 power systems 25 profession
B B Backup Alerting 128 Basic Call Management 47 Basic Call Management System 47 Call Center 47 reports 47 BCMS Vu 52 Bearer Capability Class, description 88 Bearer Capability Class, requirements 88 Bulletin Board 42 C Call Accounting 4 Call Accounting System for Windows 82 Call Accounting System Terminal 82 call accounting systems 29, 82 Call Accounting System for Windows 82 Call Accounting System Terminal 82 Call Answer 35 Call Answering for Nonresident Subscribers, telecommuting 71 Call Center Attendan
D D F DEFINITY Communications System Avaya IP600 functionality 2 DEFINITY Extender 71 DEFINITY Site Administration (DSA) AUDIX administration 32 Avaya IP600 functionality 3 Avaya IP600 system administration 73 system mangement 73 DEFINITY Wireless Business System R1 - PWT 61, 62 delayed announcement systems 26 desktop solutions 11, 95 Dialed-Number Identification Service ACD 46 Digit Conversion 86 digital interfaces 91 Digital Networking AUDIX 37 Digital Service 1 trunks 90 Digital Services 1 (DS1) interf
L O interfaces, T1 91 Interflow ACD hunt groups 46 Call Forwarding All Calls 46 international availability of Mobility features 59 international direct distance dialed calls 86 Intraflow Call Coverage paths 46 redirection of ACD hunt group calls 46 Intuition 64 IP Softphones 12 ISDN 91 DCS 84 ISDN, capabilities and features 91 operator 127 operator access 130 Outcalling, telecommuting 71 P paging 27 PC console 127 performance measurements 78 Periodic Pulse Metering 80 Personal Station Access, telcommuti
S reports, historical 47 reports, real-time 47 ringing 122 road warrior 66 routing Automatic Alternate Routing 88 Automatic Route Selection 87 Call Center calls 43 Generalized Route Selection 88 Time of Day 87 S scheduling command execution 77 security xi, 82 Security Violation Notification 82 Security Violations reports 79 sensors 27 Server-Based Solutions 63 service beyond compare 9 Site Data reports 78 SNMP 95 SNMP Native Agent Software 95 software CONVERSANT voice response 43 Software Defined Network
U U W Uniform Dial Plan 83 uninterruptible power systems (UPS) 25 Web browser access 3 Wide Area Telecommunications Service trunks 90 Wireless X-Station Mobility 19 Wireless Solutions 59 wireless telephones, features 60 working from home 125 World Class Routing 86 V virtual office 69 Virtual Office Solutions 69 visual paging 27 voice messaging AUDIX 34 voice messaging systems Call Coverage 32 X X-Station Mobility 19 138 Overview for Avaya IP600 Internet Protocol Communications Server 555-233-001 — Is
