IP Office 4.2 IP Office Product Description 15-601011 Issue 18.b.
© 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation Disclaimer Avaya Inc.
Contents Contents 1. Introduction Avaya IP Office ................................................................ Family 6 What's New ................................................................ in IP Office 4.2 10 Voice Communication ................................................................ Solution Features 18 Data Communication ................................................................ Solution Features 19 Applications................................................................
Contents Voicemail Feature ................................................................ Comparison 219 PC Requirements ................................................................ 223 12. Audio Conferencing IP Office Meet-Me ................................................................ Conferencing Solution 229 IP Office Conferencing ................................................................ Capacity 230 IP Office Standard ................................................................
Chapter 1. Introduction IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 5 Issue 18.b.
1. Introduction 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 your Avaya Representative for further details. This document should be read in conjunction with any issued technical bulletins and/or product offer announcements. Avaya IP Office Family The Intelligent Communications solution for small and midsize businesses.
Serve better. Sell more. IP Office can give you a customer sales and service center designed for your needs and your budget—with all the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty. Get connected. Talk to your Avaya BusinessPartner. Discuss where you want communications to add value to your business. Learn about the different service and support options that are available.
Is IP technology so new that it’s not reliable? With over 130,000 systems deployed worldwide (Avaya is #1 in Enterprise and IP Telephony shipments source Dell'Oro and Synergy Research, Q4 2007), Avaya IP Office has the track record businesses like yours can rely on . Aside from receiving the Product of the Year award by Internet Telephony magazine and being named Best in Test by Miercom in 2004, customers like you are saving money and boosting productivity.
How IP Office is benefiting businesses today. · More room for sales With IP Office, a leading provider of commercial food service equipment now handles 50% more calls per day, without extra staff and without sacrificing the personal service it knows is the key to sales. · At the head of the class By relying on IP Office to connect nearly 50 buildings, a public school system saved thousands of dollars on inter-office calls and simplified communications.
What's New in IP Office 4.2 For those already familiar with IP Office, this section lists the new features introduced in IP Office 4.2. This is not an exhaustive list; however, it covers the major changes that are aimed at improving product manageability, flexibility and end user mobility. Hardware Support IP Office Control Unit Support · IP Office 4.2 is supported on the IP Office 500 and IP412 as well as the Small Office Edition and IP406 V2 (no longer sold). · IP Office 4.
User and Extension Auto Creation Enhancements The auto creation feature for IP Phone users and extensions has been made consistent across phone types in IP Office 4.2. Mobility Enhancements Mobile Call Control In IP Office 4.2, when a call to a user is delivered to an external number, due to External/Mobile Twinning, the user will be able to dial a DTMF sequence **(star-star) to put the call on hold and receive IP Office system dial tone.
Management Enhancements Static NAT This new feature is designed primarily for dial-up diagnostic requirements and maintenance abilities. For example this could be utilised to give access to VoiceMail Pro servers. IP Office Firewall settings now support Static NAT, with the ability to `pair' external to internal IP addressing. Up to 64 such pairs can be created programming via the Manager.
Manager Enhancements All Multi Line Options are now grouped together under a new tab under User/Telephony. Manager now displays the system/default values for No Answer Time and Ring Delay. DSS Status and Beep on Listen have been moved to the System/Telephony Tab. The Conferencing Tone checkbox has been replaced with two options: “Entry and Exit tones” and “Repeating Tone” are now found in the new Tones and Music options section under System/Telephony. IP Office 4.
Four Sources of Music on Hold IP Office 4.2 allows up to 3 alternate WAV file sources for music on hold, selectable for Incoming Call Routes or Hunt Groups (not available on the Small Office Edition). On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412).
Reversal of Operation 'Outgoing Called Number Display' IP Office 4.0 changed the feature phone display for outgoing calls from the user dialed digits to the digits sent to line. IP Office 4.2 reverses this change and the display for outbound external calls from the IP Office will be the user dialed digits. Where the call is made using the directory feature the number from the directory will be displayed as if the user dialed the digits. Trunk Impedance Detection (North America only) IP Office 4.
Operating System Support The following Microsoft Operating Systems and Applications will be supported by IP Office 4.
Notice about the support of Integrated Messaging (IMS): IMS will not be supported under Vista and Server 2008 however it will be able to work together with Exchange Server 2007 but only on separate machines. · Continued IMS support for IP Office releases 3.2 / 4.
Voice Communication Solution Features IP Office offers a comprehensive list of features and benefits for the small or mid-size business, including: · Full PBX features Caller ID, Call Forwarding, Conference Calling, Voice Messaging 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.
Data Communication Solution Features 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.
Applications Platform Features IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full complement of sophisticated applications. IP Office provides free-of-charge applications, including Phone Manager Lite and CTI interfaces. These free-of-charge applications can be upgraded to provide enhanced functionality through the purchase of license keys.
Management Tools The IP Office solution (phone system, router/firewall/DHCP server) is easily managed through the IP Office Manager. 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 a Telephone Adaptor, Router or the optional internal modem.
Telephone Options IP Office supports multiple telephone solutions, giving the small and mid-size business maximum flexibility to choose according to their current and future needs: · IP Telephones IP Office's integral H.323 Server supports Avaya 1700 and 5600 Series IP telephones, selected Avaya 4600 series IP telephones, Avaya T3 series IP telephones, Avaya 3600 series Wireless VoIP telephones and Phone Manager PC Softphone.
Chapter 2. IP Office Platform IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 23 Issue 18.b.
2. IP Office Platform IP Office is a modular communications solution that scales from 2 to 360 users. It provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP phone support that can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing, switching and Firewall protection between LAN and WAN.
IP Office 500 Control Unit With a greater VCM channel capacity and performance, the IP Office 500 (IP500) is the most suitable of the IP Office range for IP Telephony applications. It also provides an entry level offer into the IP Office family through IP Office Standard Edition software. The IP500 also differs from the IP412 by providing a greater trunk expansion capability of up to eight four PRI interfaces (maximum 192/240 trunks).
IP500 Voice Networking License QSIG, H.323 and SCN capabilities are not enabled by default in the IP500. An additional license is required to enable this functionality with 4 simultaneous networking channels (no channel limit for QSIG). Additional channels can then be licensed in increments of 4. IP Office Standard Edition By default the IP500 control unit runs a subset of full IP Office functionality called IP Office Standard Edition.
IP500 Cards The IP500 control unit has 4 slots for the insertion of cards. These cards can be divided into two types; base cards and daughter cards. Base cards include a front panel and ports for cable connections. Daughter cards can be added to a base card in order to provide additional facilities (typically trunk connections). The following base cards are available: · IP500 Digital Station 8 Card 28 (Maximum 3). · IP500 Analog Phone 2 Card and Phone 8 Card · IP500 VCM Card 29 (Maximum 4).
IP500 Digital Station 8 Card This card provides 12 RJ45 ports. The first 8 ports are DS ports for the connection of Avaya digital phones other than IP phones. The card can be fitted with an IP500 daughter trunk card, which then uses the additional 4 RJ45 ports for trunk connections. · This card accepts one IP500 trunk daughter card of any type. · This card supports selected Avaya 2400, 5400 and 6400 series phones, plus T3 phones(EMEA only) and 3810 wireless phones (North America only).
IP500 VCM Card This card provides voice compression channels for use with VoIP calls, SIP trunks and IP-based voice networking. The module is available in variants supporting up to 32 or 64 channels. The actual number of channels provided is controlled by the VCM Channels licenses entered into the IP500 system configuration. Each VCM card has 4 VCM channels enabled by default.
IP500 Trunk Cards IP500 daughter trunk cards can be fitted to existing IP500 base cards to provide support for trunk ports. The daughter card uses the ports provided on the base card for cable connection. The addition of an IP500 daughter trunk card is supported on IP500 Digital Station, IP500 Analog Phone and IP500 VCM base cards. They are not supported on the IP500 Legacy Card Carrier base card. For those base cards that support daughter cards, there are no restrictions on the combination of card types.
IP500 BRI Trunk Card (Euro ISDN) This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, or IP500 VCM card. It allows that card to then also support up to 4 BRI trunk connections, each trunk providing 2B+D digital channels. The card is available in 2 port (4 channels) and 4 port (8 channels) variants. From IP Office release 4.2 onwards, the ports on IP500 BRI cards can be individually configured to operate as an S-interface (S0 mode).
IP Office IP412 Control Unit With a greater internal data transfer capability than the IP406 V2, the IP412 is more suitable for meeting the needs of the small contact center or businesses with a CRM focus. The IP412 differs from the IP4060 V2 by providing a greater trunk expansion capability of up to four PRI trunks. The IP412 is a stackable unit with an optional 19" rack mounting kit. The IP412 includes: · 9-pin DTE Port (for maintenance or Feature Key connection for application licensing). · X.
Expansion Modules Through support of up to twelve external Expansion Modules, IP412 can be enhanced to support a mixture of analog, digital or IP phones, to maximum of 360 phones in any combination. If additional analog trunks are required, these can be aggregated in groups of 16 on each analog expansion module. Data Channels A Data Channel is used for Remote Access (RAS), Internet Access, and Voicemail sessions.
IP400 Trunk Interface Cards IP400 trunk interface cards fit into the card slots on the Small Office Edition, IP406 V2 and IP412 control units and in any slot of the IP500 when combined with the IP500 Legacy Card Carrier. They provide analog, ISDN or CAS trunk connectivity. Not all interfaces are available in all territories. The following table shows how many of each card type are supported by each of control unit.
IP400 PRI Cards (T1/E1/E1R2) Available in single and dual versions the IP400 PRI card provides single and dual primary rate trunk interfaces respectively. The PRI is available in T1, E1 and E1R2 MFC variants depending on the territory. The dual version is only supported on the IP412, in slot A of the IP406 V2 and in the IP500 using an IP500 Legacy Card Carrier. The Small Office Edition only supports the single T1 PRI card (not E1 or E1R2).
Internal Daughter Cards Internal Daughter Cards are fitted inside the IP406 V2 and IP412 control units. IP400 Voice Compression Module – 4/8/16/24/30 ports The Voice Compression Module (VCM) is used for Voice over IP (VoIP) applications in the IP406 and IP412 control units. Five VCM variants are available supporting 4, 8, 16, 24 and 30 channels of compression. The echo cancellation capabilities of the VCM cards vary.
External Expansion Modules Unless otherwise stated, each of these modules may be used with the IP500, IP406 V2 and IP412. · IP500 Phone Expansion Module 38 Available in two variants for 16 or 30 analog extensions with calling line presentation. · IP500 Digital Station Expansion Module 40 Available in two variants for 16 or 30 digital extensions for Avaya series digital telephones. · IP500 BRI So8 Expansion Module 39 Available regionally, offering 8 BRI S-interfaces for ISDN connection.
IP500 Phone Expansion Module This module provides additional analog telephone interfaces: · Two Wire. · DTMF signaling (No rotary or Loop Disconnect). · Time Break Recall (No Earth Loop Recall). · Caller ID capable. · Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal. The IP500 Phone module is available in 2 versions, giving 16 or 30 extensions. Telephones can be located up to 1km from the control unit.
IP500 Analog Trunk 16 Module This expansion module provides an additional sixteen Loop Start or Ground Start two-wire analog trunks. (Ground start trunks are not available in all territories) The first two trunks on the module which are automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted must be loop start for correct power fail operation. For installations in a rack, this module requires the IP500 Rack Mounting Kit.
IP500 Digital Station Module This expansion module provides additional Digital Station (DS) ports for selected Avaya 2400, 4400, 5400, 6400, T3 (EMEA only) series phones and 3810 wireless phones (North America only). The IP500 Digital Station module is available in 2 variants; 16 or 30 extensions. For installations in a rack, this module requires the IP500 Rack Mounting Kit. The IP500 Digital Station Module is functionally identical to the IP400 Digital Station V2 Module.
IP400 Phone Module This module provides additional analog telephone interfaces: · Two Wire · DTMF signaling (No rotary or Loop Disconnect) · Time Break Recall (No Earth Loop Recall) · Caller ID capable · Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal The IP400 Phone module is available in 3 versions, giving 8, 16 or 30 extensions. Telephones can be located up to 1km from the control unit.
IP400 Digital Station V2 Module This expansion module provides additional Digital Station (DS) ports for selected Avaya 2400, 4400, 5400, 6400, T3 (EMEA only) series phones and 3810 wireless phones (NA only). The IP400 Digital Station module is available in 2 variants; 16 or 30 extensions. · Telephones can be located up to 1km from the control unit. For extensions located "out-of-the-building" additional line protection will be needed.
IP400 Analog Trunk 16 Module This expansion module provides an additional sixteen Loop Start or Ground Start two-wire analog trunks. (Ground start trunks are not available in all territories) The first two trunks on the module which are automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted must be loop start for correct power fail operation. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 43 Issue 18.b.
IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 44 Issue 18.b.
Chapter 3. Telephones IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 45 Issue 18.b.
3. Telephones Avaya IP Office Desktop phones are designed to meet typical user needs in the small and medium business market: · Walk Up Phones in common areas like a meetings room, lobby or store. The phones are normally used by casual users that walk-up to a phone where they make a quick phone call. Normally, no sophisticated features are needed. · Example user: Customer, Visitor. · Everyday Users that need a phone on their desk as part of their everyday job.
1700 Avaya one-X is a portfolio of communications solutions that deliver a powerful and consistent communications experience for the end user – across a variety of devices and interfaces. Avaya one-X solutions provide Intelligent Access to Intelligent Communications driving enhanced productivity and competitive advantage. Avaya one-X Deskphone Value Edition is a family of cost effective IP Telephones designed especially around the needs of the Small and Medium Business customer.
1703 IP Telephone Works on: IP Office Communication Manager 1703 The Avaya 1703 supports 3 line appearances. Each of the buttons includes dual LEDs (red, green) providing explicit status for the user. For a familiar look and feel, the 1703 includes several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the 1703 includes a 2-way speakerphone.
o Contacts application (100) and Call Log (100, Missed, Incoming, Outgoing). o Access to company directory and Visual Voice applications on IP Office. · Upgradeable Firmware: Yes. · Expansion: None. · Color: Black. · Mounting: Desk or wall mountable with optional wall mount adapter. Requirements for IP interface: · Power Supply: Optional IEEE PoE 802.3af adapter (class 2) or optional wall plug local power supply. · Codecs/audio: G.711, G.
1708 IP Telephone Works on: IP Office Communication Manager 1708 The Avaya 1708 supports 8 line appearances / feature keys. Each of the buttons includes dual LEDs (red, green) providing explicit status for the user. For a familiar look and feel, the 1708 includes several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute.
· Key Labels: Icons used on fixed feature keys. · Speakerphone: High quality two-way hands-free speaker and microphone. · Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTD acoustic coupler. · Message Waiting Indicator: Yes - also used as ringing call alert indicator. · Personalized Ring Patterns: Yes - 8. · Headset Socket: Yes. · Embedded Applications: o Contacts application (100) and Call Log (100, Missed, Incoming, Outgoing).
1716 IP Telephone Works on: IP Office Communication Manager 1716 The Avaya 1716 supports 16 line appearances/feature keys on the phone itself – and up to three 32 button expansion modules, providing access to a total of 112 line/feature keys or speed dial buttons. This will satisfy the needs of even the most demanding secretary or receptionist. Each of the buttons features a dual LED (red, green) providing explicit status for the user.
o 16 line appearance/feature key buttons – with dual LEDs (red, green) and paper labels (Printing tool available). o Three contextual softkey buttons. · Key Labels: Icons used on fixed feature keys. · Speakerphone: High quality two-way hands-free speaker and microphone. · Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTD acoustic coupler. · Message Waiting Indicator: Yes - also used as ringing call alert indicator. · Personalized Ring Patterns: Yes - 8.
BM32 Button module. The BM32 Button Module extends the number of feature buttons on your Avaya 1716 IP Telephone. It provides 32 additional buttons all with dual LEDs (red, green) for easy visibility. Up to 2 button modules can be connected to a single 1716 phone. The total number of button modules supported on one IP Office system is 16. Note that appearance buttons are not supported on a BM32.
4601 Telephone Works on: IP Office Communication Manager 5601* 4601 *Note the 5601 is no longer sold by Avaya but is supported on IP Office Release 4.2. Common Features: · Display: None. · Fixed Feature Buttons: 8 - Conference, Transfer, Drop, Redial, Messages, Hold, Volume Up, Volume Down. · Programmable Feature Buttons: 2 with single color indicator lamps. · Key Labels: Icons used on fixed feature keys. None on programmable feature keys. · Speakerphone: No. · Hearing Aid Compatible: Yes.
5402, 5602 SW, 2402, 4602 SW Telephone Telephone Works on IP Office 5402 5602 SW 2402 4602 SW Works on IP Office and Communication Manager * *Early 2402 telephones can make and receive call but the display will not function. Common Features: · Display: 2 lines x 24 characters. · Fixed Feature Buttons: 10 - Conference, Transfer, Drop, Redial, Speaker, Messages, Hold, Mute, Volume Up, Volume Down.
Requirements for 5402 and 2402: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for 5602 SW and 4602 SW: · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: Yes. · IP Address Assignment: Static or dynamic IP address assignment.
5410, 5610 SW, 2410, 4610 SW Telephones Telephone Works on IP Office Works on IP Office and Communication Manager 5410 5610 SW 2410 4610 SW Common Features: · Display: 5 lines x 29 characters (168 x 80 pixel 4-grayscale). · Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. · Programmable Feature Buttons: · DS Phones: 12 - in 2 switchable display pages of 6 matching the 6 physical display buttons.
Special Features for the 5410 and 2410: · Messages Button: Dedicated button to collect voicemail. Requirements for 5410 and 2410: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for 5610 and 4610: · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: Yes.
5420, 5621, 2420, 4621, 4625 Telephones Telephone Works on IP Office Works on IP Office and Communication Manager 5420 5621 SW 2420 4621 SW 4625 SW Common Features: · Display: 7 lines x 29 characters. · Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. · Programmable Feature Buttons: · DS Phones: 24 - arranged in 3 switchable display pages of 8 matching the 8 physical display buttons.
Special Features for the 5420 and 2420: · Messages Button: Dedicated button to collect voicemail. Requirements for 5420 and 2420: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for 5621 SW, 4621 SW, 4625 SW: · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: Yes.
EU24 and EU24 BL Expansion Modules The EU24/EU24BL are phone expansion modules that work in association with a 5420, 5620/1, 2420, 4620/1, 4625 phones. They provide an additional 24 programmable buttons with associated display label and status icons. Only one EU24 can be used per phone. The EU24BL has a backlight and is for use with the 4621 and 5621 only.
T3 Telephone Range The T3 range of digital Upn and IP telephones provide European style with context sensitive displays and are available in select European countries only. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 63 Issue 18.b.
T3 Compact Common Features: · Display: 1 line with 24 characters alphanumerical plus one line icons · Fixed Feature Buttons: 3 keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 3 keys with indicators and printed text labels, 2 keys with printed text labels · Speakerphone: Full duplex hands free speaker and microphone.
T3 Classic Common Features: · Display: graphical, 4 lines x 26 characters · Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 4 programmable keys with printed text labels · Speakerphone: Two-way hands free speaker and microphone.
T3 Comfort Common Features: · Display: graphical 17 lines x 40 characters, Integrated keyboard · Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 6 preprogrammed keys with printed text labels, 10 user programmable keys with associated display labels. · Speakerphone: Two-way hands free speaker and microphone.
T3 DSS Expansion Modules The T3 DSS Module is a phone expansion module that is compatible with all T3 Upn and T3 IP Telephones except the T3 IP Compact. Each module provides an additional 36 programmable buttons with associated printed text labels and indicators, and can be programmed for lines, groups or speed dial numbers. 3 DSS Modules can be added to each T3 phone. Power is provided by T3 Upn telephones, but an external power adapter is needed for each DSS module when used on T3 IP telephones.
Wireless and Remote Phone Solutions Avaya IP Office Wireless Solutions include analog, digital and IP-based WiFi wireless phones. These are solutions employees can use every day to work more effectively and be more responsive to customers — all while increasing revenues and keeping communication costs firmly under control. Also, Avaya IP Office Mobility Solutions integrate seamlessly with IP Office, enhancing each customer’s investment.
Wireless - Avaya IP DECT The IP DECT solution delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users. This system also supports users in different offices connected via a WAN. The Avaya IP DECT solution radio fixed part (RFP) or base station connects to the IP Office using an IP protocol based on H.
Avaya IP DECT System licensing A license is necessary for this functionality. This license is called the Avaya IP Office IP DECT Mobility Manager license. This license is entered through the main base station (ADMM) and is NOT entered through the IP Office System manager. A feature key server is NOT necessary to enable the IP DECT functionality. No separate PC or software is required with this system.
Wireless - 900MHz Digital Wireless The Avaya Digital Wireless 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).
Wireless - WiFi (802.11) 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. Avaya 3616, 3620 and 3626 phones are optimized for Avaya IP telephony and emulate the wired 4606 IP Telephone. They work in conjunction with the Avaya Voice Priority Processors (10, 20 and 100) to ensure voice quality over Wireless LAN's.
Wireless IP Terminals Users can have a choice of 5 WiFi phones to meet their in building mobility needs: · 3 Phones supporting the 802.11b standard and up to 6 lines or selected features: · Avaya 3616 supports a broad range of enterprise applications and is ideally suited for general office, financial or hospitality industries. This compact handset offers a high-resolution graphic display and menu driven functions. · Avaya 3620 is specifically designed to meet the needs of the healthcare vertical.
Avaya Voice Priority Processors The Avaya Voice Priority Processor (AVPP) is an Ethernet LAN appliance that works with access points to provide Quality of Service (QoS) on the wireless LAN. All packets to and from the wireless phones pass through the AVPP and are encapsulated for prioritization as they are routed to and from IP Office. AVPP is fully compliant with the IEEE 802.11a/b/g standards. AVPP is required for QoS because the current IEEE 802.
3616 Wireless Telephone The Avaya 3616 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323. The 3616 supports the following features: · Lightweight innovative design . · Simple to use. · 802.11b standard-compatible. · Radio Frequency 2.4000 – 2.835 GHz (SMI). · Transmission type Direct Sequence Spread Spectrum (DSSS). · FCC certification Part 15.247. · Management of telephones via DHCP and TFTP. · Voice encoding G711. · Transmit Power 100mw peak, <10mW average.
3620 Healthcare Wireless Telephone The Avaya 3620 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323. The 3620 supports all of the features of 3616 with the following differences: · Designed for health care environments · Waterproof durable design. · Display Backlight: · Manufacturer’s Liquid damage warranty IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 76 Issue 18.b.
3626 Ruggedized Wireless Telephone The Avaya 3626 Wireless Telephone is a WiFi standard (802.11b) telephone that runs using H.323. The 3626 supports all of the features of 3616 with the following differences: · Designed for industrial environments. · Ruggedized durable design. · Push-to-talk (walkie-talkie) feature for broadcast communications between employees. Note: 3626 supports both R1.0 and R2.0 firmware on the set itself. However, as of R3.1 of IP Office, only 3626 phone R1.0 firmware is supported.
3641 Ruggedized Wireless Telephone The Avaya 3641 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323. The 3641 supports the following features: · Slim lightweight design with large display. · Backlight display with Icons. · Simple to use with improved user interface. · Navigation and soft keys for simple access to frequently used operations. · Office-quality speakerphone for hands-free operation. · 802.11a/b/g standard-compatible. · Radio Frequency 2.4000 GHz (b/g) or 5.
3645 Ruggedized Wireless Telephone The Avaya 3645 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323. The 3645 supports all of the features of 3641 with the following additions: · Push-to-talk (PTT) functionality for workgroup communication · Enlarged earpiece for operation in noisy environments · Rubberized grips for improved ergonomics and durability IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 79 Issue 18.b.
3701 IP DECT This handset is supported on the Avaya IP DECT system only. This handset is not available in North America. · Listen-only hands free speaker. · SOS Emergency key for speed dialing an emergency number. · Information key that can be used for: · Phone number lists and voice mail indication. · Information and speaker key flash when active. · 50 phone book entries in every handset · 10 possible ring tones with temporary mute. · 4-level signal strength display.
3711 IP DECT This telephone is supported on the Avaya IP DECT system only. The 3711 phone supports the same features as the 3701 IP DECT handset but with the following differences: · Full hands-free speakerphone operation. · Headset connection (2.5 mm jack). · Vibrating alarm. · Personal phone book with 100 entries · Access to system phone book. · Voice Mail indication. · Choice from 30 ring tones. · Speaker and handset volume, 7-levels and mute capability. · Automatic call pick-up using a headset.
Digital Wireless 3810 Telephone Features · 2-line, 32 character Handset Liquid Crystal Display (LCD). · 10 hours of talk time, and 4 days of standby time. · 4 displayed operation modes indicating Talk, Ringer On/Off, Battery Low, and Message Waiting. · Single button access to fixed features – Hold, Transfer, Conference, and Redial. · 4 programmable buttons to access features on the PBX.
The Avaya 3810 is delivered as a single unit containing: · Base Unit. · Handset. · Telephone Cord. · Base Unit Power Supply Adapter. · Charging Stand Power Supply Adapter. · Rechargeable Battery. · Belt Clip. · Charging Stand. · User and Installation Guide. · Wall Plate Adapter. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 83 Issue 18.b.
VPN Phone Software VPN Phone is a full-featured IP Telephony solution that provides secure communication over public ISP networks to an IP Office system at the company headquarters. It is a software-only product that runs on the standard 5610/5620/5621 or 4610/21 IP telephones. In combination with one of these phones and the most popular VPN gateway products, the software extends enterprise telephony to remote locations.
Other Ranges Avaya has a wide range of communication products so we do our best to support as many telephones from other Avaya product families established in the global market such as MERLIN MAGIX and DEFINITY. 4400 Series 4406D Telephone This range of telephones is only available in North America. The 4406 supports the following features: · 6 Programmable call appearance/feature keys with twin lamps. · 8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up and Down, Conference, Transfer, Redial.
4412D Telephone This range of telephones is only available in North America. The 4412 supports all of the features of the 4406 with the following differences: · 12 Programmable call appearance/feature keys with twin lamps. · 12 Programmable feature keys without lamps (not suitable for call appearance features). · 4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), and Exit. · 4 Display Soft Keys below the Display.
4424D Telephone This range of telephones is only available in North America. The 4424D supports all of the features of the 4406 with the following differences: · 24 Programmable call appearance/feature keys with twin lamps. · 8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up and Down. · 4 Display Soft Keys below the Display. · 4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), and Exit. · DSS port to support 2 DSS4450 adjuncts.
DSS4450 Unit The DSS4450 works in association with the 4412D and 4424D telephones, each of which can support up to two DSS4450 adjuncts. Each DSS4450 provides an additional 60 programmable keys with single red lamps except for the bottom two rows that have green lamps. The DSS4450 requires an auxiliary Avaya power supply unit and must be used with the cables supplied. IP Office supports a maximum two 4450 units on each Digital Station expansion module, including the 406 V2 control unit.
Analog Telephones As well as providing a lower cost alternative to system specific telephones, analog telephones can still deliver a high degree of functionality on IP Office. They are particularly appropriate in applications where users require lower entry costs and can be used with Phone Manager for a high proportion of call control. Analog telephones that are compatible with caller display functionality can display the telephone number of the calling party if available.
Avaya 6200 Analog Telephone (North America) The 6200 range of telephones are single-line analog phones that require one tip and ring pair for operation. This series of telephones have a Ringer volume control on the side of the telephone and a Handset volume control on the front of the phone. They use DTMF dialing only and support the Positive Disconnect function.
Interquartz Gemini Phones (EMEA and APAC) Avaya have tested the new generation Interquartz Gemini analog telephones with IP Office to ensure that telephone and system are compatible. The Gemini phones offer good value for money without compromising on quality. Their stylish design and rugged build quality make them a popular choice for buyers on a limited budget. For sales enquiries and product information contact Interquartz at avaya-enquiries@interquartz.co.uk.
CLI Feature phone 9335-AV All features of 9330-AV plus: · Caller ID with 80 memories (shows date, time and new/repeat/answered/unanswered calls) . · Large 3 line LCD display. · IP Office feature activation through programmable keys. · 100 name and number personal directory. · 20 lockable direct access memories. · Full hands-free working. · Headset port. · Switchable Time Break Recall 100 / 200 / 300 / 600 ms. · Call timer. · Alphanumeric keypad. · Last number redial with 5 memories.
Hotel Phone 9281-AV · Removable inlay card for personalized logo printing. · Triple standard message waiting light (high voltage, reverse polarity and voltage drop). · 10 non-volatile memories. · Ringer indicator light. · Ringer volume and pitch adjustment. · Last number redial and Recall button. · Hearing aid compatible. · Wall mountable – no additional bracket required. · ELR/TBR switchable. · MF Only. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 93 Issue 18.b.
Doorphone Entry Systems for IP Office Doorphones offer convenience and security. Depending on the needs of the environment, door phones may allow internal users to not only speak with someone who is outside, but also to easily allow the visitor entrance to the facility or residence. Doorphones can be connected to the Avaya IP Office base unit in a variety of ways, providing design flexibility based upon needs. All of the IP Office base units include an external output port.
Kalika Communications Doorphone Entry System: · Supports a doorway intercom system with up to 46 buttons. · The system can be programmed to enable multiple extensions to answer and control the operation of the door and can be used with both single and multiple door entry systems. · It is ideal for apartment complexes or where different companies occupy different floors and require their own unique door entry solution.
Headsets Avaya offers ergonomically designed communication headsets and amplifiers for the Avaya IP Office telephones. This full line of professional and contact center solutions set the standard in sound quality and durability. Avaya headsets are designed for maximum, all-day comfort and are available in styles that suit nearly any wearer and any usage pattern.
Summary All Avaya telephones are designed to ensure that features and functions are easily accessible to the user ensuring that, through ease of use, the full benefits of the system are delivered to the desktop. The telephones listed below are the preferred and premier range of telephones for use on the IP Office. These telephones are sold worldwide in every country that the IP Office is available. This telephone range consists of both digital and IP telephones.
Chapter 4. Features IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 98 Issue 18.b.
4. Features IP Office provides a comprehensive telephony feature set to enable a fast and efficient response to a telephone call. Features such as Caller ID display and call tagging allow employees to see who is calling and who they are calling before they pick the call up. Client information can even be 'popped-up' on the user's PC. For those who are not tied to a desk, Wireless handsets and twinning offer mobility around the office.
Basic Call Handling Tones IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP. Supported tones are: · Dial, both primary and secondary depending on geography · Busy · Unobtainable · Re-order · Conferencing tone depending on geography Caller ID Feature · Display of the caller’s number on incoming calls, where supplied by the service provider. · Sending of calling number on outgoing external calls.
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 button press. Hold Music (Music on Hold) The IP Office system supports up to 4 sources of music on hold - one system source which may be external, internal (WAV) or tone, plus up to 3 additional internal sources. Small Office Edition supports either one internal or one external music on hold source at a time.
Direct Inward Dialing (DID/DDI) This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly.
Visual Voice Feature · Provides interface to voicemail through handset display and buttons e.g. Listen, Save, Delete, Fast Forward. Benefit · Quick access to voicemails and commonly used messaging features. Description With IP Office R4.0, you can now access and control voice messages via the display on Digital or IP phones.
Advanced Call Handling Description In larger businesses or businesses with greater reliance on the telephone for internal and external communications some of the more advanced features will improve efficiency and customer service. Features like Pick-Up which permit users to take a call for a colleague who is temporarily away from their desk, of Absence Text which can quickly give information to internal callers about a person's availability.
Call Tagging Feature · Display a text message on the user's phone, or Phone Manager application, when a call is presented to it. Benefit · Provide additional information about the call. Description This feature is used to provide additional information about the call to the targeted user before they answer it. Call Tagging may be used when transferring a call from Phone Manager or Soft Console to give caller info if the user doing the transfer is not able to announce the call.
Call Waiting A User may not want people calling them to receive busy tone if they are already on another call, but have the call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish or hold the current call and answer the one that is waiting. The amount of information that is available about the call that is waiting depends on the type of phone the user has, or if they are using Phone Manager.
Inclusion This feature enables selected users 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 user, the other party is forced onto hold and will not hear the conversation. On completion of the intrusion the called party speech path is reconnected to the original connected party.
Relay On/Off/Pulse IP Office is fitted with two independent switch outputs 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. 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.
Twinning and Mobility Twinning allows a primary extension and a secondary number (extension or external) to operate together as a single telephone, When a call is presented to the primary phone the secondary will ring. If the primary telephone does not ring, for example in Do Not Disturb, the secondary phone will not ring. Internal Twinning This is typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension (e.g.
The following types of calls are eligible for twinning: Internal twinning External (mobile) twinning Any internal call on a Call Appearance button Internal or external calls transferred to the extension Direct Dial calls to that extension Hunt Group Calls Calls forwarded from another extension Line Appearance calls (configurable) Bridged Appearance calls (configurable) Coverage calls (configurable) Automatic Intercom calls Returning transferred, held or park calls * Callback calls from the system (Trans
Key and Lamp Operation IP Office offers a full range of Key and Lamp features on Avaya feature phones. These features include; Line Appearance, Call Appearance, Bridged Appearance and Call Coverage. As these features require a phone with buttons and indicators, the features are only supported on certain Avaya digital and IP phones. Key and Lamp operation is not supported on analog phones.
Call Appearance Buttons Feature · Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call. · Separate buttons are used to represent each simultaneous call that the user can make or answer. · Where possible, the status of the calls (ringing, connected or held) is indicated by the button indicator. Benefit · Call appearances allow a single user to make, answer and switch between multiple calls by pressing the appropriate call appearance button for each call.
Outbound Call Handling Features Every business needs to make calls, but depending on the type of business these calls may need to be treated in a special way, such as recorded against a project or client through the use of Account Codes.
Call Barring Feature · It is possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis. Benefit · Restrict the dialing of specific numbers or types of numbers system wide. · Restrict certain users from dialing specific numbers or types of numbers. Description IP Office supports call barring at many levels.
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 in a number of ways and if the call is not answered at the forward destination it will go to IP Office voicemail if enabled for the user and call supervision is available. There are three separate forward destinations, one for forwarding on busy one for no answer and one for forward unconditional.
Follow Me Follow-Me is similar to Forwarding except that the destination can only be an extension on the same IP Office as the user making use of the feature. Follow-Me is typically used when a user is going to be working away from their desk, for example in a workshop. All the call settings the user has on their main phone will apply to calls that follow the follow-me feature, including forward on busy or no answer.
Avaya Digital and IP Phones Programmable Buttons As well as the usual dialing keys, Avaya digital and IP phones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP phones there are keys that can be programmed with a range of selected special functions.
Language Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all phones, however it is possible to have language set on an extension by extension basis, this will also change the language of menus for IP Office Voice Mail. Directory The IP Office Directory is a list of up to 1000 numbers and associated names stored centrally in the system.
Inbound Call Handling IP Office offers several features to provide versatile inbound call processing, including PC based applications, and a standards-based TAPI interface for 3rd party applications. Incoming Call Routing Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria.
Hunt Groups A Hunt Group is a collection of users, typically 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 on IP Office; · Sequential One extension at a time sequentially always starting at the top of the list. · Collective All extensions in the Hunt Group simultaneously.
Night Service When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled. Callers to this Hunt Group will: · Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or an external number · Be played the Out of Hours greeting if Voicemail is operational · Receive the busy tone A Hunt Group can be switched in or out of Night Service mode by a user dialing the appropriate short code – by any extension or by specific users.
Contact Center Features Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD) and Call Queuing to agents logging on and selecting the groups that they service. Login A contact center agent function, login is required before the agent is able to make or receive calls from their phone.
Queue Threshold Alert When the number of calls queued against a Hunt Group exceed a threshold, the system can be configured to alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting device. The alert does not present a real call and if answered the phone presents dial tone. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 123 Issue 18.b.
Miscellaneous Features 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. The IP Office - Small Office Edition supports 24 conference parties with a maximum of 6 parties in any single conference. The IP406 and IP500 can support multiple conference calls totaling up to 64 parties. For example one conference of 64 calls or 21 conferences of 3 calls each.
System Short Codes Short Codes are used as commands the IP Office to make changes for the user, group or system, so need to set up with consideration to security. The command may need additional information included with it, such as for forward, the phone number forwarded to. Short codes are a flexible and quick way of setting up certain features. IP Office has short codes provided by default on the system, or more advanced codes that need programming by the system administrator.
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Chapter 5. IP Telephony IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 127 Issue 18.b.
5. IP Telephony Technological innovation is changing the way we communicate. This time it is coming in the form of changing the way telephone calls are transmitted. It brings with it several new capabilities that change the meaning of the phrase telephone call through the use of Voice over Internet Protocol (VoIP). Basically, VoIP means “voice transmitted over a packet data network.
IP Office Turns VoIP into IP Telephony In order to make use of VoIP, IP Office uses signaling protocols called H.323 right now, and Session Initiation Protocol (SIP) which allow IP Office to establish end-to-end connections for the voice path through the IP network. It ensures each end of the connection is able to transmit and receive voice and provides the network addressing for end to end packet transmission.
Gateways, Gatekeepers and H.323 - Technology Overview IP Office uses the H.323 signaling protocol which has the following architectural components · Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323 devices can support video as part of H.323 · Gateways provide media translation to allow calls to be made to non-H.323 devices, for instance an analog telephone or the public network to connect with a H.
IP Telephony Features · Gatekeeper The IP Office gatekeeper allows the registration of up to 16 IP extensions on the Small Office Edition, 190 IP extensions on the IP406, 360 IP extensions on the IP412 and 272 IP extensions on the IP500, less the number of analog and digital TDM telephones already configured on the system. · Gateway The Voice Compression Module provides the H.323 gateway function that allows IP extensions to make calls to other non-IP devices.
Power Options for IP Telephones Avaya supports the IEEE 802.3af, standard for Power over Ethernet (PoE) on its range of IP telephones. With Power over Ethernet, both power and data are carried over one CAT 5 Ethernet cable. Deploying IP telephones utilizing Power over Ethernet eliminates the need for local power supplies, AC adapters and cables, and allows power to be provided from the wiring closet/switch room where it can be easily connected to a UPS system.
Avaya Individual Power Supply Avaya provides individual power supplies that can be used to power each IP phone which provides a single 48 volt output. The power supply can operate globally within a wide range of Alternating Current (AC) input voltages: 90 - 264 Volts Alternating Current (VAC), 47-63 Hz. This power supply has a green indicator (LED) that shows the unit has power to the PHONE socket on pins 7&8 of the CAT5 cable.
VoIP FAQ Network Requirements Quality of Service (QoS) is a measure of the performance of a network that reflects the availability of network service and the quality of network transmissions. The term itself refers to a number of networking technologies and techniques and does not necessarily restrict itself to any single protocol or standard. There are a number of measures that can be taken on the LAN and WAN to make them 'good enough' to carry voice traffic.
Bandwidth Required 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. Audio Codec G.723.1 G.729a G.
What is the Maximum Number of Simultaneous VoIP Calls Each IP Office can be fitted with an optional Voice Compression Module (VCM) to support VoIP connections. · The IP406 can be fitted with a single module offering up to 30 simultaneous calls. · The IP412 is capable of supporting two modules of all types, allowing up to 60 simultaneous calls. · The IP500 is capable of supporting two VCM 32/64 modules allowing up to 128 simultaneous calls.
IP Packet Flow Control While a high-performance switch forwards data packets at full wire speed to and from its ports simultaneously, there may be times when a switch port may not be able to accept packets at the rate it is receiving them. For example, the switch port may be receiving packets from multiple ports at the same time, or the switch port may be receiving packets from a port operating at a faster speed.
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Chapter 6. Public and Private Voice Networks IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 139 Issue 18.b.
6. Public and Private Voice Networks With Avaya IP Office you can be networked via T1, PRI and BRI ISDN, including VoIP on the company WAN. Networking maximizes the current potential of your branch maximizes the current potential of your branch office and remote workers—while building the office and remote workers—while building the best possible foundation for your future growth.
Private Circuit Switched Voice Networking Private voice networks are built using structured leased line circuits (E1 or T1) or by establishing permanently connected 'B' channels over ISDN circuits between IP Office systems. Each channel within the E1 or T1 interface can provide a single voice or 64K/56K data call. Where leased line circuits are used within a private networking scenario, these E1 or T1 interfaces are typically configured to use QSIG signaling between sites.
Public Voice Networking The IP Office platform supports a range of trunks and signaling modes for connection to the public switched telephone network (Central Office). Some of these lines are only available in certain territories; please check with your distributor for local availability. Primary rate trunks are available with either a single (24/30 channels) or dual trunk (48/60 channels). ISDN Primary Rate (ETSI CTR4) Provided by the IP400 PRI E1 and IP500 Universal PRI cards.
Additional ISDN features The following ISDN features are supported by IP Office 4.0+ on both PRI and BRI trunks. Note that availability of these features is dependant on their also being supported and available from the ISDN service provider, for which there may be charges. · Malicious Call Identification – MCID (24xx, 46xx, 54xx, 56xx, T3, T3 IP, DECT phones; Phone Manager) Short codes and button programming features are available so that users can trigger this activity at the ISDN exchange when required.
North American T1 Provided by the IP400 PRI T1 and IP500 Universal PRI cards. T1 Primary Rate provides up to 24 64K channels over a 1.54M circuit. Each channel of the T1 trunk can be independently configured (channelized) to support the following signaling emulations with handshake types of immediate, delay or wink. · Loop-Start · Ground-Start · E&M Tie Line · E&M DID · E&M Switched 56K · DID - Channels configured for DID/DDI support incoming calls only.
Analog Trunks · Loop Start Loop start trunks are available on the IP Office Analog Trunk cards installed within the IP Office control unit, or on the Analog Trunk 16-port expansion modules (ATM16). The first two trunks on the ATM16 are automatically switched to power fail sockets in the event of power being interrupted. They conform to the TIA/EIA-646-B standard. The loop start trunks also support incoming caller line identification (ICLID) conforming to GR-188-CORE and GR-31-CORE standards.
Session Initiation Protocol (SIP) IP Office 4.0+ introduces SIP trunking. SIP trunks allow IP Office users to take advantage of new telephony services being offered by ‘Internet Telephony Service Providers (ITSPs)’. In many cases, these telephony services can offer substantial savings in comparison to traditional exchange lines. The IP Office solution allows all users, regardless of their phone type, to make and receive SIP calls.
Option 2: Direct connection from the IP Office’s second Ethernet port to the internet via a DMZ (demilitarized zone) port on the router. To make this configuration secure, the IP Office firewall is set to drop all packets except SIP. Option 3: Connection to the ITSP over NAT using 3rd party STUN (Simple Traversal of UDP through NAT) servers in the network to discover the NAT mechanism being used. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 147 Issue 18.b.
Option 4: Connection to the ITSP through a router equipped with an Application Level Gateway (ALG) which transparently resolves all NAT issues. For details on SIP ITSPs which have been tested by Avaya, please see the Technical Bulletin for the IP Office 4.0 release and/or IP Office Knowledge Base at http://www.avaya.com/ipoffice/knowledgebase. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 148 Issue 18.b.
Packet Based Voice Networking This section describes the options available for businesses that are able to utilize data networks to support voice solutions such as Voice over IP (VoIP).
VoIP over a Managed Frame Relay Network Frame Relay is a high-speed, packet switching WAN protocol that enables the interconnection of LANs and is usually offered as a service by a public network provider. 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.
Supplementary Services within IP Networks Supplementary services within an IP environment are provided via Q.931 and H.323. IP Office provides the same rich services as enjoyed within a traditional network environment. Our standards based approach allows interoperability within mixed vendor networks. The basic supplementary service features supported by H.323 on IP Office to IP Office IP trunk links are listed below. · Basic call set up (voice). · Call Hold (local). · Call Transfer (local).
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. · Busy Lamp Field. · Camp-on. · Call Back When Free. · Paging. · Call Pick-up. · Centralized Voice Mail (VoiceMail Pro) Support for mailboxes, call recording, dial by name and auto attendants.
Small Community Networking - Advanced Networking Features IP Office R4.0 allows a number of additional feature to be enabled by addition of an Advanced Small Community Networking license. Those features are: · Distributed Hunt Groups Hunt groups can include users located on other IP Office systems within the network. · Remote Hot Desking Users can hot desk between IP Office systems within the network.
Internetworking with Other Avaya Products IP Office will support the most appropriate way for communication with any other existing PBX's in a customer network, whether TDM or IP-based. With Avaya DEFINITY, MultiVantage, Avaya Integral Enterprise or Avaya Communication Manager (ACM), the protocols used will be QSIG or H.323 over T1, E1 or IP links VoIP networking using H.323 IP Office (since release 1.1 in US and release 1.
Messaging Networking There are 2 options available today to provide messaging interoperability between IP Office and Definity / MultiVantage / ACM. The first option provides Centralized Voicemail while the second allows Avaya voicemail systems to be networked.
· Provides 2,000 remote mailboxes per VoiceMail Pro server i.e. per branch office (to be extended to 10,000 remote mailboxes by next VoiceMail Pro maintenance release) · User mailbox with Message Waiting Light support · Forward voicemails between known remote users · Fully-featured VoiceMail Pro at every branch office · VoiceMail Pro Networked Messaging will only accept an incoming voicemail message for a local mailbox. It will NOT forward it to a remote Voicemail server.
Common Networking Features Alternate Route Selection Alternate Route Selection (ARS) allows calls to be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. If a primary trunk is unavailable or congested, then ARS provides automatic fallback to an available trunk (e. g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback). Multiple carriers are supported.
Network Numbering Schemes IP Office uses fully flexible network numbering options. Dialed digits can be manipulated to add or remove 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.
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Chapter 7. Data Networking Services IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 160 Issue 18.b.
7. Data Networking Services LAN/WAN Services Computers connected to an IP network in an office communicate via the LAN (Local Area Network). To support small networks both Small Office Edition and IP406 incorporate a Layer 2 Ethernet switch. The Small Office Edition supports 4 ports (with a fifth Ethernet port as a firewalled Layer 3 switch), the IP406 supports 8 ports. The IP412 and IP500 support a firewalled 2 port Layer 3 Ethernet Switch only.
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, while access to the Internet for ecommerce applications and information has become vital.
Remote Access Features IP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remote access security can be supplemented by CHAP (encrypted passwords) to verify the end users, or PAP which does not support encryption. Timebands can control the hours within which the remote access service is available. A "trusted location" can be set for dial in. These are locations that the System will allow either data access, e. g.
Data Networking Features Integral 10/100 Mbit Layer 2 Ethernet Switch · IP Office - Small Office Edition and IP406 V2 Only. All the IP Office - Small Office Edition platforms provide a four port Layer 2 Ethernet Switch. The IP406 V2 provides an 8 port Layer 2 Ethernet switch. Each port auto-senses its operational speed, 10Mbps or 100Mbps.
Point-to-Point Protocol (PPP) PPP is an industry standard Wide Area Networking Protocol, that allows inter-working with a wide range of 3rd 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.
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.
Network Address Translation (NAT) Network Address Translation is a mechanism that allows you to use different IP address on your private network behind a router with a public IP Address. When connecting to the Internet, ISPs typically want a customer to use an IP address they have allocated. Using NAT this is easily accommodated, eradicating the need for the customer to change their network numbering scheme and providing additional security to the internal users as their address in hidden to the public.
Light-Weight Directory Access Protocol (LDAP) IP Office supports LDAP directory synchronization. This allows the telephone number Directory (names and telephone numbers) held in IP Office 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.
VPN: IPSec Tunneling IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public internet. The company 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 IP Office systems support up to a total of 256K worth of encrypted traffic to multiple locations.
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Chapter 8. Phone Manager IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 171 Issue 18.b.
8. Phone Manager The IP Office Phone Manager application provides users control of their telephone from a networked PC. Phone Manager can be used with any IP Office extension; analog, digital or any IP telephones, wired or wireless, and is available in three versions: Phone Manager Lite, Phone Manager Pro and Phone Manager PC Softphone subject to licensing. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 172 Issue 18.b.
Phone Manager Lite Phone Manager Lite is included as part of the IP Office solution free of charge for every user and provides easy access to telephony features, call information and call control. Phone Manager will normally run in the Windows system tray once the user is logged on, minimizing screen space when not in use. Caller ID/Name Presentation Caller ID is presented as standard (where provided) allowing users to see who's calling before answering.
Voicemail Access Phone Manager Lite provides notification of any new voicemails received and provides access into the user or group’s mailbox allowing messages to be played. Desktop PC Telephony Controls Phone Manager has telephony buttons on a tool bar that activate standard telephone functions such as Answer, Transfer, Hold, Account codes and Conference etc. so that users don’t need to remember IP Office specific feature codes.
Personal Productivity and Collaboration All versions of Phone Manager feature a Busy Lamp Field (BLF) and Speed Dials. 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.
Phone Manager Pro Phone Manager Pro is licensed on a per-user basis and provides all of the Phone Manager Lite features plus the following: · Personal Productivity and Collaboration Phone Manager Pro offers increased capacity from 15 to 1000 Speed Dial/BLF entries. These are distributed across 10 tabs to allow users to group speed-dial/Busy Lamp Field icons by department or location, for example Sales, Support, etc. Each speed-dial tab supports up to 100 speed dial/BLF entries.
· Integration with Contact Management packages 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 while on a call. The user can select which Contact Management should be popped: · Outlook · GoldMine · ACT! (*ACT! 7.0 and higher requires the TAPI.NET add-on from various providers plus the IP Office TAPI driver from Avaya.) · Maximizer.
· Door entry control Door entry control allows the user to open or close the two external relays in the IP Office system. This can be used to activate an external system such as door-entry or security camera. · Call History Phone Manager Pro provides separate tabs for Incoming, Outgoing, Missed and All Calls. Each call log tab will store the last 100 entries which can be sorted by date and time, caller ID and call duration if required. IP Office Product Description IP Office 4.
Phone Manager PC Softphone (IP Softphone) Phone Manager PC Softphone is licensed on a per-user basis and provides all of the Phone Manager Pro functionality. In PC Softphone mode, both audio and call control operations are handled on the PC so no additional telephone is needed. When using PC Softphone, the user will need an audio device such as a headset or USB handset, both USB and soundcard interfaces can be used with PC Softphone.
Phone Manager Feature Summary Feature Phone Manager Lite Phone Manager Pro and PC SoftPhone Inbound/outbound call handling. Yes Yes Phone call control. Yes Yes Configure phone preferences. Yes Yes Configure keyboard short cuts. Yes Yes CLI (ANI) / Name display. Yes Yes Yes - 15 icons maximum. Yes - 100 icons maximum per tab. Yes - 1 tab. Yes - 10 tabs maximum.
Phone Manager PC Requirements · Phone support: Any telephones connected to IP Office, although hands-free operation is only supported on suitable Avaya Digital and IP telephones.
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Chapter 9. SoftConsole IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 183 Issue 18.b.
9. SoftConsole SoftConsole is the PC based Windows Operator Console for IP Office. SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller. With this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner.
The SoftConsole screen is divided into the following areas: · Main Menu Bar Commands and actions are available through menus. Some features can only be used when the right conditions. If they are not available, the feature will be “grayed out” until conditions change that allow the feature to be used. The following features are available on the tool bar: · Login. · Hang up. · Save Profile. · Page. · New call. · Record call. · Answer call. · Compact view. · Hold call. · Dial Pad. · Transfer call.
· Directory Panel The directory panel on the right shows information on following: · Directory entries Including IP Office users, hunt groups and external directory user (non IP Office extensions) · Single directory entry details Including IP Office users, Hunt Groups and external directory user (non IP Office user). · Script When a script has been configured for either the calling or called number, the script is displayed in this panel.
· 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 IP Office Conferencing Center for more details). SoftConsole gives the operator visual status of calls in the conference room: Not Invited. Invited. Joined. Declined. Unavailable.
· Park Slot Panel The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot. · Call History SoftConsole's call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls while the application is active Double-clicking any logged call dials that number.
SoftConsole Options SoftConsole has many configurable options available to the operator to personalize the look and feel. The Operator can tailor the usability specifically to each their personal preferences. The following configuration options are available: · 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.
SoftConsole Administration SoftConsole has an administration mode that enables the operator to configure the following settings: · Control panel views The BLF panel, call history panel, held calls panel and park slot panel can be hidden or made visible. · Change the Administrator password · Edit operator profiles Each operator can have a personalized profile, which can be configured by the administrator.
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Chapter 10. Computer Telephony Integration IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 192 Issue 18.b.
10. Computer Telephony Integration 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 businesses access to a wide range of third-party solutions, addressing vertical markets, and designed to meet their requirements.
CTI with IP Office IP Office offers a significant CTI capability. Several interfaces are supported: · TAPILink Lite. · TAPILink Pro. · TAPI-WAV driver. · DevLink Pro. · IP Office SMDR. · IP Office Software Development Kit. · Microsoft™ CRM Integration Phase 1 (Screen Pop). · TAPILink Lite Provides first-party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can control or monitor one handset device.
TAPILink Lite (1st Party TAPI Support) TAPILink Lite provides simple first-party CTI via Microsoft TAPI 2.1 and 3.0. Individual desktop PCs connected to the Local Area Network communicate with IP Office via an IP connection over the LAN. Each PC is capable of controlling one telephone device (see diagram below). Microsoft TAPI 2.1 and 3.0 are specifications and developers interfaces for controlling and monitoring a telephony device.
Chapter 11. Voicemail IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 196 Issue 18.b.
11. Voicemail Voicemail provides a telephone answering machine with a personalized greeting on every employee's desk and allows callers to leave spoken messages when the user cannot answer a telephone call. Voicemail messages are retrieved either locally or remotely via any telephone (users are prompted for a PIN if they are using any telephone other than their allocated extension or a trusted location e.g. mobile telephone).
Voicemail Lite VoiceMail Lite is the IP Office basic voicemail application and can handle up to 4 simultaneous calls. Each user has the option of turning their voicemail on or off. When on, the system automatically answers their telephone when they are not available to take a call, plays a personal greeting to confirm that the intended recipient will actually receive the message, and records a message.
Embedded Voicemail (IP500, IP406 V2 and IP Office - Small Office Edition only) In environments like retail or home office, where space, noise or cost considerations rule out using a PC for voicemail, Embedded Voicemail will be the preferred option for an entry-level voicemail service. With the Small Office Edition Embedded Voicemail makes use of the voice compression resources to optimize the message storage by compressing messages before storing, and expanding them during playback.
Voicemail Pro IP Office VoiceMail Pro offers all the features and facilities of VoiceMail Lite and can be tailored to meet the individual needs of a business. It has higher call capacity by scaling up from 4 to 30 simultaneous calls. All options are available in a choice of languages; both spoken voice prompts and graphical programming interfaces and have the choice of IP Office TUI and INTUITY emulation TUI.
Key features of VoiceMail Pro include: · VoiceMail Pro client, a graphical user interface for programming and configuring applications both locally and remotely. · IVR 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').
Interaction of Voicemail with Email Systems As standard, VoiceMail Lite and Pro allow for a simple voicemail alert where the entire voicemail is forwarded (copied) as a .WAV attachment to any MAPI or SMTP compliant Email application. (Microsoft Outlook, Exchange, Lotus Notes, etc.) Forwarding allows emails and voicemail messages to be unified and collected from a single source.
Unified Messaging Service (UMS) Unified Messaging Service (UMS) is being introduced to replace the Integrated Messaging Solution (IMS). While it delivers almost the same functionality that was available on IMS, the UMS solution dramatically simplifies the installation and configuration. It delivers the user with two client interfaces through which voicemail messages can be retrieved from VoiceMail Pro.
VoiceMail Pro Web Access The second interface the UMS license offers to the users is a web interface allowing voicemail access via a web browser, such as IE7 or Mozilla Firefox, with the ability to listen to targeted voicemails by using either the PC’s multimedia equipment or the desk phone. Unified Messaging Services web services requires the VoiceMail Pro installation to be on a server with IIS pre-installed. In addition, the VoiceMail Pro web services option must be selected during installation.
Fax Messages While not directly supplying or supporting fax software, integration with fax to the desktop or client fax applications can be done through the use of fax servers. This then allows an email client (for example Microsoft Outlook) to be utilized as an easily affordable unified messaging solution.
Email Reading (Microsoft Exchange only) In addition to providing a unified mailbox for voicemail messages, emails and fax message, VoiceMail Pro can also provide the ability to retrieve 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.
Networked Messaging Where organizations are operating a number of voicemail systems across different sites 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.
Auto Attendant VoiceMail Pro provides an easy-to-use, multi-level configuration tool (the VoiceMail Pro client) which allows network managers and system administrators to construct an interactive menu system, based upon DTMF telephone key entry. This allows an Auto-Attendant system to be built and configured to suit business needs, be that on its own or as a back-up for the regular operator when call volumes are high.
Accessing Database Information within Call Flows (IVR) VoiceMail Pro provides the ability to construct powerful interactive systems based upon DTMF telephone key entry. This is achieved by using the flexibility provided from the built-in call flow actions. As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases using the standards based ADO interface (ActiveX Data Objects).
Using Text To Speech (TTS) Facilities within a Call Flow A Text To Speech (TTS) engine can be added to further enhance IP Office IVR capabilities; TTS facilities can enhance the callers experience by allowing the system to read back to them any information that has been extracted from a database. For example, in a Book Shop, the caller dials into the system and is asked for an ISBN number of the book they require.
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 voicemail 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.
Extended Personal Greetings In INTUITY emulation mode, the VoiceMail Pro system has the ability to hold a number of greetings within each user’s 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.
Hunt 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. · Hunt group mode Messages are stored in the Hunt Group mailbox and Message Waiting 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.
Cascaded Out-Calling VoiceMail Pro can send a notification, with an escalation capability, that a new voice message has been received in a user's mailbox to specified phone number(s). This is particularly useful in environments such as healthcare and support where important voice messages are left and need to be answered promptly - even outside of office hours.
Campaign Manager As part of VoiceMail Pro, Campaign Manager enables the gathering of repetitive information form inbound calls (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.
Call Recording VoiceMail Pro also offers call recording services that 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 retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office.
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 stores and catalogs 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.
IP Office ContactStore allows replay of recordings by means of a browser-based application that is accessible with Internet Explorer (IE) V5.0 and higher. The Search and Replay facilities include the following features: · Personal security restrictions. The restrictions are applied as you log into the web server. · Criteria-based search filter fields to perform specific searches. · Replay controls.
Voicemail Feature Comparison Platform Support IP500 IP412 IP406 V2 Small Office Edition Embedded Voicemail VoiceMail Lite VoiceMail Pro Yes (does not use VCM resources) No Yes (does not use VCM resources) Yes (uses in built VCM resources) Yes* Yes Yes Yes Yes* Yes Yes Yes *IP500 running in IP Office Professional Edition mode only. Capacities Voicemail Embedded Voicemail Number of Mailboxes supported No specific limit on IP500, IP406 V2 or Small Office Edition.
Features Embedded Voicemail VoiceMail Lite VoiceMail Pro Runs as a service Multi-lingual support Voicemail for Individual users Voicemail for Virtual users Voicemail for Hunt Groups Centralized Voicemail Services Voicemail Ringback No Yes Yes Yes Yes No Internal only No Yes Yes Yes Yes No Internal only Voicemail Help TUI Message Waiting Indication Visual Voice (interactive menu on phone display) Integration with Phone Manager Pro Personalized Greeting Extended personal Greetings Continuous Loop Greeti
In-Queue Announcements Embedded Voicemail VoiceMail Lite VoiceMail Pro Queue Entry Announcement Yes Yes Yes Queue Update Announcement Yes Yes Yes Queue Position Announcement No No Yes Time in Queue Announcement No No Yes Time in System Announcement No No Yes Estimated Time to Answer (ETA) No No Yes Exit Queue to alternative answer point No No Yes Auto-Attendant/Audiotex Embedded Voicemail VoiceMail Lite VoiceMail Pro Multi-Level Tree Structure Yes No Yes Message Announc
IP Office VoiceMail Pro Intuity Audix Emulation Features Voicemail Box Intuity Feature support Feature VoiceMail Pro support 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 **9 (or **X) Exit system Yes Transfer call to operator Yes 0 or *0 Delete Yes **8 (or **U) *3 (or *D) 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 w
PC Requirements General Requirements · An IP Office Feature Key is required for VoiceMail Pro. · License for VoiceMail Pro and any additional ports required. If VoiceMail Pro server is installed without a license it will run for 2 hours and then shutdown. · License for all options of VoiceMail Pro being installed. · IP Office VoiceMail Pro CD. · Installation on the same PC as being used for IP Office Manager is recommended. · Switch off any PC and hard disk sleep, power down, suspend, hibernation modes.
· An Exchange User account for user 'IMSAdmin' will be needed to as part of IMS installation. · Must be a member of the same Domain as VoiceMail Pro Server. · A list equating Exchange User account names with voicemail box users. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 224 Issue 18.b.
Voice Recording Library Management IP Office Voice Recording Library (VRL) application is IP Office ContactStore. This application and its installation are documented separately. However: · Avaya ContactStore for IP Office should be installed after VoiceMail Pro has been installed and its operation verified. · Avaya ContactStore for IP Office must use a separate hard disk partition for its message archiving from that used by VoiceMail Pro for current mailbox messages.
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Chapter 12. Audio Conferencing IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 227 Issue 18.b.
12. 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 employees are planning and working together effectively, and regularly keeping in touch when separated by time and distance? In addition, many companies choose to sub-contract some services such as payroll, logistics or manufacturing to third-party suppliers.
IP Office Meet-Me Conferencing Solution The conferencing solution built-in to IP Office enables multiple callers to talk in an audio conference. Callers can be on-site personnel as well as external parties whether field-based engineers, sales staff on the road, customers or suppliers. Conference calls can be planned in advance or established ad-hoc as and when required.
IP Office Conferencing Capacity IP Office provides a flexible conferencing solution with from 3 to 64 way calling on an IP500 or IP406 V2 or 128 conference resources on an IP412. IP Office Small Office Edition provides 2 to 6 way calling with a maximum of 24 conference resources. This means that several conferences of different sizes can all run at the same time if the total calls do not exceed the systems conference resources.
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/VoIP channels as external participants (as well as VoiceMail Pro should PIN code/menu prompts be required).
Conferencing Center The integrated conferencing functionality on IP Office is enhanced by adding Conferencing Center. This optional licensed application is a web-based software package that consists in two parts: · a "Conferencing Center Scheduler" to book and reserve conferences. · a "Conferencing Center web client" to complement an audio conference with a visual presentation web interface. The scheduler is independent of the web client, either or both can be used.
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).
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. IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 234 Issue 18.b.
Conference templates can be used to book recurring conferences, all booking information including the conference ID and participants PINs are retained, except for the conference date. Using a conference template in this way 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: IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 235 Issue 18.b.
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. If PIN codes were used, individual reports can be run listing participant details and when they joined/left the conference.
Conferencing Center Web Client To complement the audio-conference, the host has the ability to share information over the Internet. The Web Client offers a browser 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. A conference host has the ability to pose questions, modify participant speak/listen settings and whisper to a single participant connected into the conference.
Phone Manager Conferencing Center Integration Phone Manager users can join a conference or book a conference via the Conferencing Center application by clicking 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 the system administrator and if the Conferencing Center system is installed and available.
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Chapter 13. The Contact Center IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 240 Issue 18.b.
13. The Contact Center Avaya provides Customer Contact solutions that meet the needs of the small to medium business. From the smallest company that requires basic system performance reporting to the larger businesses that need advanced routing and multimedia integration with the Customer Contact Center.
SBCC Small Business Customer Service Overview Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or 10 “customer service reps”, to large formal campaigns that can involve thousands of agents. However, customers in the small business market are generally very nervous about making such a high profile investment in a “contact center solution.
Ordering Small Business Contact Center Small Business Contact Center supports the following maximum configurations for IP Office: · 150 Agents · 30 Supervisors Each IP Office, used in a Small Community Networking environment, which is part of the SBCC, must hold sufficient licenses for their local Agents.
SBCC Server Hardware Requirements The minimum server specifications are as follows: · SBCC server Intel Pentium D 945 core/AMD Athlon 64 4000+ ; with 2GB RAM and 30 GB free hard disk space. Note: The SBCC server can co-reside with a VoiceMail Pro of less than 17 ports. · Stand Alone Data Analyzer Intel Pentium D 945 core/AMD Athlon 64 4000+ ; with 1GB RAM and 1 GB free hard disk space · One Data Analyzer can support a maximum of two IP Office sites where licensed SBCC agents exist.
SBCC Historical Reporting The SBCC reporting package has been simplified to enable the user to easily retrieve the reporting information they need from one of seven standard drag and drop report templates. The SBCC offers “cradle to grave” reporting for businesses that want to track specifically how a call was routed through their business. The historical reporting is accessed via the Supervisor login and corresponding view as shown below.
Creating an SBCC Report From the seven basic report templates within SBCC, a user can create over 100 different reports depending upon how they want to see the information that is most useful for their business. All standard report templates have common fields that can be completed to create a report. And when entering details in a field a wildcard ’* ’ can be used to represent everything. The common fields are listed below: · Report Name The text entered is used as the main title of the report.
SBCC Report Examples Call Details Report - Filters: All Agents/Answered Call Summary Report - Filter: All Agents IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 247 Issue 18.b.
SBCC Real Time Reporting Small Business Contact Center provides real time monitoring of call center activity. This is achieved via a thin client web browser session logged onto the SBCC server. Within the supervisor client a user can program up to 3 different views of their call center. This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views.
Alarms The Small Business Contact provides different levels of alarms for the supervisor and agent to properly manage their call center activity. As parameters move from a normal to alarm state, the color of the field within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for alarm, and blue for alarm acknowledged.
SBCC Call Statistics The Small Business Contact Center provides detailed statistics to help small businesses understand exactly where a call has been within the business. Statistics are measured against (also refer to the table below): · Queues Points in the call center where a queue forms such as Hunt Groups. · Agents Individuals that are members of queue groups who answer the calls.
Compact Contact Center IP Office Compact Contact Center is a 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 Provides one supervisor position with real-time information view, management by exception, and historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed.
Call Center View - Real Time Reporting Supervisors in a contact center are there to manage workload. Call Center View provides the Supervisors with the combination of real time service monitoring and resource management, allowing them 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.
CCC Reporter - Historical Reporting CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report Manager provides standard reports for measuring overall contact center call handling and individual/team performance. Data is retrieved from the database, which provides a source of data limited only by the hard disk space available (SQL only).
Custom Reporting Custom Reporting allows the business to create reports tailored specifically to the needs of the individual business, providing greater flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who wants to take the statistics to a deeper level in order to make better-informed decisions.
Designing Reports Using Crystal Reports CCC is designed to work with Crystal Reports™ reporting 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.
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).
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. Wall Mounted Wallboards are not available in all territories; please check with your Avaya representative for more information.
Queuing Announcements VoiceMail Pro provides system wide messages and announcements programmed by VoiceMail Pro call flows. Through call flows it is possible tailor the pre-connection call experience that a customer receives when calling in.
Chapter 14. CRM Integration IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 259 Issue 18.b.
14. CRM Integration Introduction Avaya and Microsoft enjoy a global partnership. Avaya’s innovative voice communications and applications based on Microsoft Windows .NET and Dynamics CRM platform, are enabling small medium business to become more effective and profitable. As a Gold Certified Partner and thought leader, Avaya, in partnership with Microsoft, continues to deliver a broad spectrum of technologies that are reliable, scalable and secure. Avaya – Microsoft Dynamics® CRM 3.
Inbound Call Operation A user can set up their integration to provide inbound screen pops for the following screens within Microsoft CRM™: · Contacts · Accounts · Leads · Phone Call Activities The user can define what actions to take when an inbound call matches multiple screens, this is accomplished through the use of an Answer Bar that allows the user to select which screen to “pop” into, as identified below: IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved.
Outbound Call Operation Outbound calls are tightly integrated with the Microsoft CRM screen for quick, easy dialing directly from the application.
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Chapter 15. Management Utilities IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 264 Issue 18.b.
15. Management Utilities This section gives an overview of the management applications that are common to all IP Office platforms. · IP Office Manager 266 IP Office's main configuration tool. · Monitor 269 A trace utility for trouble shooting. · SNMP 270 Alerts and alarms from IP Office systems to SNMP tools or to SMTP email. · CDR 271 Outputs call detail records direct to an attached printer or separate PC. · IP Office SMDR 272 Outputs station message detail records (SMDR) for off switch processing.
IP Office Manager This application is IP Office's main configuration tool. Using a Windows Graphical User Interface, Manager provides an intuitive interface for installation, configuration and subsequent moves and changes. As with all IP Office applications, the Manager is multi-lingual and coupled with the ability to use the application both locally and remotely, it is possible for an administrator to manage any of their IP Offices from any country using their local language preference.
IP Office has a built-in audit trail that tracks changes to the system configuration, and who has made them. Manager can display the audit trail to assist with problem resolution. The Audit trail records the last 15 changes in the configuration and records the following elements: · Configuration Changed - For configuration changes, the log will report at a high level on all configuration categories (users, hunt group...) that have been changed.
Manager is also used for maintenance functions such as: · Upgrade to the IP Office system software. · Systems running 2.1 or later have the added benefit of being able to send software over an IP network link to a system and have it validated before committing to the upgrade · IP Office Manager 3.2 is backwards compatible with systems from release 2.1 onwards to allow a single management application. · Importing and Exporting IP Office configuration information in ACSII-CSV files.
Monitor The IP Office Monitor application 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.
Simple Network Management Protocol (SNMP) SNMP is an industry standard designed to allow the management of data equipment from different vendors using a single Network Manager application. The Network Manager will periodically poll equipment to solicit a response, if no response is received an alarm is raised.
CDR For IP Office customers that want to capture simple call details, the system can output Call Detail Records (CDR) to a designated IP address and port. The records that can be included by IP Office CDR output are listed below: · Date Records A date record is sent each time a CDR connection is started and then once a day (at midnight). The date can be in month/day or day/month format, as selected on the System | CDR/SMDR tab.
SMDR For more formal call logging and reporting, the IP Office Station Message Detail Report (SMDR)output is used by third party applications for many call accounting applications. IP Office SMDR provides much greater details of the call, including duration, ring time, hold time, and transfer information. From Release 4.2 onwards, IP Office can output SMDR events directly as well as through a separate Windows service included in the IP Office Delta Server application.
System Status Application The System Status Application (SSA) is a diagnostic tool for system managers and administrators to monitor and check the status of IP Office systems locally or remotely. SSA shows both the current state of an IP Office system and details of any problems that have occurred. The information reported is a combination of realtime events, historical events, status and configuration data to assist fault finding and diagnosis.
· Attempt to use a feature for which no license is installed. · Voicemail storage full or nearly full. · The following new screens are provided in SSA in IP Office 4.2: · Control Unit Audit - details the last 15 accesses from Manager. · Feature Key and License Status. · Directory, including Users on the SCN. · Real time Voicemail port status. · Voicemail Summary/Detail information. · Real time Mailbox status. · IP Route and Service status. · Tunnel Status. IP Office Product Description IP Office 4.
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Chapter 16. Configurations IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 276 Issue 18.b.
16. Configurations IP500 Control Unit (700417207) Includes: 4 x front slots for combinations of extension/VCM cards and trunk daughter cards, 1 x smart card slot for locale settings and license feature key, 1 x compact flash slot for embedded voicemail option, 2-port Layer-3 LAN switch, 9-pin DTE serial port for system diagnostics, 3.5 mm jack for Music-on-Hold audio input and 2-switch external door-relay control port.
IP Office External Expansion Modules Except where noted, all the following are supported by the IP406 V2, IP412 and IP500 control units. Note that external expansion modules are only supported by the IP500 when running in IP Office Professional Edition mode. IP500 · IP Office 500 Expansion Module Phone 16 (700449507) Adds an additional 16 analog Plain Ordinary Telephone ports to control units.
IP500 Voice Compression Modules · IP Office 500 Media Card Voice Coding Module 32 (700417389) Voice Compression Module required for IP trunks and extensions. 4 channels are enabled by default. Additional channels up to the maximum of 32 are enabled through license keys. Includes 128ms echo cancellation. · IP Office 500 Media Card Voice Coding Module 64 (700417397) Voice Compression Module required for IP trunks and extensions. 4 channels are enabled by default.
IP400 Trunk Interface Cards Except where noted, all of the following can be installed in the IP500 using the IP500 Legacy Card Carrier (700417215). · IP400 BRI-8 (UNI) (700262017) Interface card for the Small Office Edition, IP406 and IP412 providing 4 x ISDN T-Bus Basic Rate Interface ports (8 lines). · IP400 PRI 30 E1 (1.4) (700272461) Interface card for the IP406 and IP412 providing 1 x ISDN Primary rate port (30 lines).
Country Availability IP Office is available from distribution partners in the following countries. Please refer to your country price list for the availability of individual items.
Sample Configurations IP500 Scenario 1: A US business requiring 190 display phones and 96 digital trunks with 20 analog lines for fallback purposes. This configuration uses an IP500 providing 196 extensions and 96 digital trunks (4 x T1) and two IP400 Analog Trunk 16 modules offering capacity of up to 32 analog trunk lines . Kit List · 1 x IP500 control unit. · 1 x IP500 Feature Key · 1 x IP Office Standard Edition upgrade to Professional Edition license · 9 x Region specific power cords.
IP412 Scenario 1: A US business requiring 180 display phones and 96 digital trunks with 20 analog lines for fallback purposes. This configuration uses a IP412 providing 180 extensions and 96 digital trunks (4 x T1) and two IP400 Analog Trunk 16 modules offering capacity of up to 32 analog trunk lines . With the addition of 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 · 1 x IP412 control unit.
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Chapter 17. TAPI Functions Supported by IP Office IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 285 Issue 18.b.
17. TAPI Functions Supported by IP Office TAPI 2.1 Functions Supported TAPILink Lite provides the following functionality for TAPI 2.
Device-Specific Data The following table shows the device specific data available via TAPI.
DevLink Fields The following table shows the device specific data available via DevLink.
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Chapter 18. Technical Specifications IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 290 Issue 18.b.
18. Technical Specifications Dimensions Unit Dimensions (mm/inches) Width Height Depth IP406 V2, IP412 and all Expansion Modules IP Office - Small Office Edition IP500 445mm/17.5" 255mm/10.0" 445mmm/17.5" 71mm/2.8" 76mm/3.0" 73mm/2.9" 245mm/9.7" 241mm/9.5" 365mm/14.4" · The recommended minimum clearance, front and rear, for the connection of cables and other devices is 75mm/3".
Telephone Extension Cable Lengths The following table details the maximum cable lengths supported for the telephone ranges. These figures assume that standard twisted-pair telephone cable or CAT5 network cable is used. Unshielded Twisted-Pair (UTP) - 50nf/Km Telephone AWG22 (0.65mm) AWG24 (0.5mm) AWG26 (0.4mm) CW1308 2400/5400 Series 1200m/3937'. 1000m/3280'. 670m/2200'. 400m/1310'. 4406D Phone 1000m/3280'. 1000m/3280'. 400m/1310'. 400m/1310'. 4412D Phone 1000m/3280'. 700m/2295'.
· 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). · Input: 100-240V AC, 50/60Hz, 81-115VA, 1.5A maximum. · Output: 24V DC, 1.875A, output power 45W maximum. · IP406 V2 60W Power Supply Unit Supplied with the control or expansion unit. 60W PSU with integral lead to the unit.
Interfaces Interface Information DTE Port Analog Trunk Ports · 25 way D-Type female connector, V.24/V.28. · 9 way D-type on IP412, IP406 V2, IP500 and IP Office - Small Office Edition. EU Interfaces: · BRI: RJ45 sockets. ETSI T-Bus Interface to CTR3 for Pan European Connection. · PRI E1: RJ45 socket. ETSI T-Bus Interface to CTR4 for Pan European Connection. · PRI T1/J1: RJ45 socket: FCC Part 68/JATE connection.
Protocols Protocol RFC Information V120 - A standard Rate Adaptation mechanism. V110 - A standard Rate Adaptation mechanism. PPP RFC1661 Point to Point Protocol. LCP RFC1570 Link Control Protocol. MP RFC1990 Multi-Link (Point to Point) Protocol. IPCP RFC1332 Internet Protocol Control Protocol. PAP RFC1334 Password Authentication Protocol. RTP/RTCP RFC1889 Real Time and Real Time Control Protocol. CHAP RFC1994 Challenge Handshake Authentication Protocol.
Session Initiation Protocol · Rec. E.164 [2] - ITU-T Recommendation E.
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Chapter 19. Appendix IP Office Product Description IP Office 4.2 © 2008 AVAYA All rights reserved. Page 298 Issue 18.b.
19. Appendix The following equipment is no longer sold by Avaya but is still supported by IP Office 4.2. IP406 V2 Control Unit The IP406 V2 control unit is a stackable unit with an optional 19" rack mounting kit. The IP406 V2 includes: · Eight Digital Station (DS) ports for supported 2400, 4400, 5400, 6400 and T3 Series phones plus 3810 wireless (US) phones. · Two Analog telephone ports.
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Expansion Modules Through support of up to six external Expansion Modules, IP406 can be enhanced to support a mixture of analog, digital or IP phones, to maximum of 190 phones in any combination. If additional analog trunks are required, these can be aggregated in groups of 16 on each analog expansion module Data Channels A Data Channel is used for Remote Access (RAS), Internet Access, and Voicemail sessions.
IP400 WAN3 10/100 The IP400 WAN3 10/100 module provides three WAN connections (X21, V35 or V24 via a 37way D Type socket and using an appropriate connector cable). Data rates of up to 2 Mbps are supported on each interface, the carrier providing the line dictates the actual operating speed i.e. in some territories the maximum speed may be limited to 1.544 Mbps. These WAN interfaces are identical to the single WAN connection provided as standard on the IP406 and IP412 platforms.
Small Office Edition The IP Office - Small Office Edition is the entry level control unit of the IP Office solution and is delivered in a compact configuration that provides a mix of Analog trunks, Analog and Digital extensions and Voice over IP (VoIP) capacity. Dependant on the model chosen, up to a maximum of 28 extensions can be supported (4 Analog, 8 Digital and 16 IP).
IP Office - Small Office Edition 4T+4A+8DS (3 or 16 VoIP) The IP Office - Small Office Edition 4T+4A+8DS provides: · Four Analog Loop Start Trunks (Caller ID enabled). · Four Analog extension (POT) ports with power fail switchover such that analog trunk port 2 is connected to analog extension port 1. · Eight Digital Station (DS) ports for selected 2400, 5400 and 6400 phones plus 3810 wireless (US) phones. T3 Series phones are not supported from Release 4.0 onwards on Small Office Edition.
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IP Office - Small Office Edition WAN Expansion Interfaces Both IP Office - Small Office Edition variants 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. IP400 WAN Expansion The IP400 WAN Expansion card provides a single WAN connection (X21, V24 or V35 via a 37-way D Type socket). Line speeds up to and including 2Mbps are supported on the interface.
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.
Optional Embedded Voicemail with Auto-Attendant Entry-level voicemail and auto attendant applications are available using the Avaya memory expansion kit in one of the PCMCIA slots on the rear of the Small Office Edition. This provides small locations with an effective embedded messaging solution with auto-attendant without the additional costs of an external PC. The embedded voicemail supports up to 10 hours of message storage.
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Index Index -AAbsence Text 104 setting 104 strings 104 Absent Text Message 152 Acceptable Delay 135 Access Point 72, 181 accessing Database Information within Call Flows 209 Email 206 Office LAN 32 Account 10, 20, 113, 135, 142, 168, 173, 176, 194, 197, 205, 216, 223, 253, 261, 271, 272, 288 Account Activity 253 Account Code Costing Log Outgoing 253 Account Code Log Outgoing 253 Account Code Recording 216 Account Codes 10, 113, 216, 253, 271, 288 view 176 Account Codes tab 176 Account Service Report 253 AC
Index Application Level Gateway 146 Applications Platform 20, 22 Applications Platform Features 20 ARP receiving 167 ARS 106, 114, 157 Assisted Transfer 200, 219 Audio 10, 25, 32, 64, 65, 66, 72, 106, 130, 131, 135, 137, 179, 200, 217, 228, 229, 232, 237, 277, 294 Audio Codec 135 Audio CODECs 137 Audio Conferencing 228 Audio Volume 64, 65, 66 Audio waveform 217 audio-conference 237 Audiotex 200 Audit 136, 266 AUDIX RFA 154 August 34, 154 August 2003 154 Australia 281 Austria 281 Authorization Codes 113 Auto
Index Busy Lamp Field Panel 184 Busy On Held 125 Busy Subscriber Call Completion 142 Busy/Engaged 212 buy/lease 6 bypass DND 106 Bytes 135 -CC3000 205 Cable 24, 27, 30, 40, 41, 42, 88, 97, 132, 164, 257, 291 Cable Lengths 291 Cable Modems 164 CALA 97, 277 Call 63, 115, 120, 158, 162, 168, 193, 198, 217, 252, 265 Advice of charge during 142 Call Activities 261 Call Appearance 86, 109, 111, 112 Call Appearance button 109, 111, 112 Call Appearance/Feature 46, 62, 85, 86, 87 call arrives 184 Call Back Sender 21
Index Centralized INTUITY Audix 197 Centralized Messaging 218 Centralized VM 218 Centralized Voice Mail 152 Centralized voicemail 10, 22, 140, 154, 200, 219 centralized VoiceMail Pro 10 Centralized Voicemail Services 219 Challenge Handshake Authentication Protocol 166, 295 Channel Associated Signaling 142 Channel Monitor 125 Channel Voice Compression 277 CHAP 163, 166, 168, 169, 295 Character Display 85, 87 Charger Unit 82 checkbox 206 Checking 142 Circuit ID Incoming 271 Outgoing 271 Circuit Switched 141 C
Index Conferencing Center toolbar 173 Conferencing Center Web 232, 237, 238 Conferencing Center Web Client 232, 237, 238 launch 238 Conferencing Center Web Client offers 237 Conferencing Center Web Scheduler 232 Conferencing Center Web Scheduler offers 232 conferencing service 6 Conferencing tone 100 Conferencing tone depending 100 congestion-control 137 Connected Line Identification Restriction 142 connection-oriented 149 Contact Activity 253 Contact Center 20, 24, 32, 46, 96, 122, 176, 209, 215, 251, 252,
Index DECT 68, 69, 142 DECT Networking 69 Default E&M 294 default greeting 103 default numbering 106 Definable PIN Code 219 DEFINITY 46, 85, 154 DEFINITY 6400 46 DEFINITY 9.
Index Display Soft Keys 86, 87 Distinctive 102, 176, 180 Distinctive Ringing 102, 176, 180 distinguish doorphone 94 distribute 120, 152, 176, 194, 205, 257 voicemail 213 Distributed Hunt Groups 120, 152 Disturb 104, 195 DMS100 142 DMS-100 294 DMS-250 294 DMZ 146 DND 106, 115 bypass 106 DNIS 142, 217 DNS 164, 166 Do Not Disturb 104, 106, 109, 115, 117, 125, 173, 195, 287 Do Not Disturb Exception Add 125 Do Not Disturb Exception Delete 125 Do Not Disturb Off 125 Do Not Disturb On 125 Domain 164, 166, 223, 237
Index Email 6, 24, 72, 103, 162, 163, 167, 197, 198, 200, 223, 232, 251, 253, 270 Forward 219 Host 237 leading 205 reading 20 sends 217 subject 202 Voicemail 202 Email addresses 206, 217, 232 Email application 202 email inboxes 20 Email Notification 202, 232, 270 Email Reading 206 email reading checkbox 206 Email Systems 20, 202 email WAV 198 emails 200, 202, 206 e-mails 149 Embedded 21 Embedded Applications 55, 56, 58, 60, 64, 65, 66 Embedded Messaging 21, 103 Embedded Messaging Card 270 Embedded Voice Mem
Index Extreme Alpine Series 131 Extreme Alpine Series switches Extreme Networks 131 131 -Ffailover 37 Fall Back 119, 162 Fast Forward 103, 199, 219 Fast Forward Message 219 Fast Start 131 Fax 10, 22, 39, 131, 137, 154, 173, 199, 205, 206, 219 carrying 136 routing 200 fax calls 131, 136 Fax Messages 205, 206 Fax Relay 137 Fax Transport 131 Faxination 205 FaxMail Pro 205 FCC 75, 78, 294 Feature Flag 271 Feature Key 22, 25, 32, 56, 69, 277 Feature Licensing 22 FEATURE NAME 266 Feature Support 219 Feature Tab
Index G.726 16kbps ADPCM 217 G.729 69, 137 G.729 Annex 137 G.729a 78, 131, 135, 154 G.
Index Individual DDI/DID Details 252 Individual Group Details 252 Individual Trunk Details 252 individual/team 253 industry-standard 154 Information Bulletin Boards 209 Information Protocol Routing 168, 295 Information within Call Flows 209 Inhibits COLP 142 Inline Power 10/100 BaseT Switching Module input rating power 291 In-Queue Announcements 219 Insert 100, 209, 217 Installation Guide 71, 82 Instant Messaging 173, 181 INT 277 Integral 10/100 Mbit Layer 164 Integral Static 19 Integral T3 46 Integral T3 I
Index IP Office Phone Manager application maintains 117 IP Office Phone Manager Lite 231 IP Office Phone Modules 41 IP Office Professional Edition 25, 198, 200, 219, 230, 232, 277 IP Office Professional Edition Upgrade 25 IP Office Small Community Networking 101, 102, 104, 106, 108, 117, 151 IP Office Standard Edition 25, 230, 282 IP Office stores list 113 IP Office Support Fax 136 IP Office Supports 136, 168 IP Office Time Profiles 10, 216 IP Office Voicemail Pro CD 223 IP Office Voicemail Pro Intuity Audi
Index IPSec 10, 19, 149, 169, 295 IPSec Tunneling 169 IPSec Virtual Private Network 10 IPSec VPN 149 IP-telephony 132 Ireland 281 ISAKMP 295 ISBN asked 210 enters 210 ISDN 18, 30, 34, 39, 119, 134, 137, 141, 161, 163, 164, 173, 180, 271, 277, 294 BRI S-interfaces 37 following 142 incoming 142 outgoing 142 ISDN Basic 142 ISDN Basic Rate 142 ISDN BRI S-interface 277 ISDN DSS1 142 ISDN MSN 119 ISDN Ports 294 ISDN Primary 142, 277 ISDN Primary Rate 142, 277 ISDN T-Bus Basic Rate Interface 277 ISDN/PRI 119 ITAdd
Index Lost Call CLI 253 Lost Calls 253, 257 Lotus Notes 202, 205 Low-Speed Serial Links LS 34 Luxembourg 281 295 -MMAC 161 Mail Box Remote Access 219 Maintainers Network Manager 270 make/receive headset/microphone 128 Malicious Call Identification 142 Manage Personal Distribution Lists 176 Manage voicemail 176, 218 Manage voicemails 176 Managed Frame Relay Network 149 Managed IP VPN 134, 149 Management Tools 21 Manager 5.
Index MSP 194 Mu-law 277 multicast 161 multicast filtering 161 Multiclass 137 Multi-Class Extension Multi-Link PPP 295 Multiclass Extensions Multilink PPP 137 Multi-Level Tree Structure 219 Multi-Link 134, 165, 295 Multilink PPP Multiclass Extensions 137 multiple Auto Attendants 10 multiple incoming 111 Multiple Mailboxes Forward 219 Multiple Subscriber Number 142 Multiple Time Entries 121 multipoint 130 point 142 Multipoint Connection Units 130 MultiVantage 154 Music-on-Hold 277 Mute 56, 58, 60, 80, 81, 90
Index oldest ringing/waiting call 122 On Demand Call Recording 200 Open Application Interface 72 Open CTI 20 Open Shortest Path First 161 OpenView application 270 Operator SoftConsole 20 Opportunity Activity 253 Optional Add-Ons 64, 65, 66 Other Avaya Products 46, 85, 154 Other Features 10, 219, 230 Other Ranges Telephones Compatible 85 Out Of Hours 212 Outbound Call Handling Features 113 Outbound Call Operation 262 outcall 214 Outcalling 219 Outlook 20, 176, 180, 205 Goldmine 180 Output Port 94, 294 Overfl
Index PIN 20, 114, 198, 209, 219, 231, 232, 237 prompted 197 requesting 229 PIN checking 209, 232 PIN Code By-Pass 219 PIN code/menu 231 PIN Restricted Calling 114 Plain Old Telephone Services” 128 Plain Ordinary Telephone 277 Platform Support 219 Play Advice switching 216 played back 10, 212, 219 PoE 46, 55, 56, 58, 60, 62, 64, 65, 66, 69, 128, 132 Point Compression Microsoft Point 166, 295 Point Protocol Point 295 Point WAN 136 point-to-multipoint 39 Point-to-Point 39, 142, 149, 161, 163, 165 Point-to-Poi
Index Push 94 push-to-talk” 72 Put_EventFilter 286 PVCs 149, 165 -QQ.931 137, 142, 149, 151 Q.
Index Report Viewers 251 Reporting Integration New 253 Reports Training 253 Reports Using Designing 253 Reports Using Crystal Reports Designing 253 requesting Gatekeeper 130 PIN 229 reseller 253 Rest 161 World 230 restricted/allowed 167 Resume Call 125 Retrieve Call 125 Return On Investment 228 reviewing PowerPoint 237 Rewind Message 219 RFA 154, 257 RFC 137, 295 Ringer 10, 64, 65, 66, 82, 90, 91, 102, 123 Ringer Equivalency 90 Ringer On/Off 82 Ringing Patterns 90 Volume Control 90 RIP 19, 168, 295 RJ45 Eth
Index Set Mobile Twinning Number 125 Set Mobile Twinning Off 125 Set Mobile Twinning On 125 Set No Answer Time 125 Set Outside Call Seq 125 Set Ringback Seq 125 Set Wrap Up Time 125 SetCallInfoBuffer 286 short code representing 215 Short Codes 10, 101, 121, 122, 124, 125, 152, 165, 199, 215, 231, 257 Short Message System 202 shortcode 41 ShortCode.
Index starting PC Wallboard 257 State/Province 253 station/access 46 Status 10, 21, 25, 62, 75, 104, 107, 112, 117, 120, 173, 184, 189, 195, 200, 217, 237, 251, 252, 253, 265, 273 Status Application 10, 21, 25, 273 Status Bar 184 STD15 295 STD16 295 STD17 295 STD56 295 STD57 295 Still Queued 200 Stop Call 176 strings 142 Absence Text 104 Structured Query Language 209 STUN 146, 295 Sub-addressing Allows 142 subject 6, 100, 122, 172, 216 email 202 subnet Phone Manager 181 Summary 30, 97, 136, 232, 237, 253 Po
Index Text-to-Speech 200 TFTP 72, 75, 78, 136, 295 that’s 6 that’s right 6 There’s 6 These Lite 22 they’re 173 Third Party Database Access 219 Third Party Fax 205 Third Party Text Speech 22 Third Party Text To Speech 22 Through Network Address Translators 295 TIA/EIA-646-B conform 142 til 104 Time Division Multiplexing 24 time during product 22 Time Entries 121 time linking office 161 Time Profile 10, 107, 120, 121, 165, 214, 216, 287 timebands 163 Timed Break Recall 41 Time-Division Multiplexed Telephony 1
Index Upgradeable Firmware 55, 56, 58, 60, 64, 65, 66 Upgrade-Kit” 69 upgrade-license 69 Upn 63, 97, 291 UPS 132, 291 URL 232 US T1 PRI 277 USA 281, 294 USA Interfaces 294 USB 168, 179 use depending 30 Use mailing 219 user according type 190 user acquiring call 122 User Agents 71 User CD-Rom 194 user chooses 198 user collecting 163 User Datagram Protocol Simple Traversal 295 user determines 112 user ensuring 97 user executing 122 User Interface 20, 78, 128, 198, 200 user interface offering 128 user making 1
Index Voicemail 10, 20, 21, 22, 25, 32, 58, 60, 94, 99, 102, 103, 105, 106, 107, 108, 109, 112, 114, 115, 121, 122, 124, 125, 131, 134, 140, 152, 154, 163, 173, 176, 180, 184, 197, 205, 206, 207, 208, 209, 210, 211, 213, 214, 215, 216, 217, 218, 223, 229, 231, 232, 258, 266, 270, 273, 277, 287, 288, 291 Interaction 202 IP500 199 listen 198 PC 199 routed 212 Virtual 219 Voicemail Access 173 Voicemail application 198 Voicemail Box Feature 219 Voicemail Breakout/Personal Auto-Attendant 199 Voicemail Collect 12
Index WAP WML 58, 60 Warm Start 266 Watts 132, 291 WAV 101, 176, 180, 189, 202, 206, 217 wav file 101, 180, 217 waveform 217 Web 6, 19, 71, 173, 215, 216, 217, 223, 232, 253 Logged 237 web address 232 Web Chat 237 Web Client 232, 237 Web Client offers 237 Web Scheduler 232, 237 Web Server 217, 223, 237 Web Server Operation 223 Web site 19, 71 website URL 237 Week Planner 200 WEP 75, 78 what’s 128 What's New 10 Whisper Announce 200, 219 Wide Area 32, 37, 69, 149, 161, 165, 166 Wide Area Expansion 149 Wide Ar
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.
