18. Messaging

Messaging enables users to manage all of their messages, in particular emails and voicemails, in one place.

Since the main messaging platform is typically email, IP Office Preferred Edition enables voicemails to be managed via the email system in order to keep all messages synchronized through one user interface.

Essential Edition also enables some basic messaging through the ability to forward voicemail messages to the user’s email inbox.

Voicemail in general 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).

The voicemail server is multi-lingual and can offer different prompts depending on the user's preferred language, independently of the default system setup. Similarly, external callers can hear prompts in their own language depending on their incoming call route (e.g. based on caller ID).

Voicemail options available are:

IP Office Essential Edition:

· Embedded Voicemail

IP Office Preferred Edition:

· Voicemail Pro – for single site use but use in a Multi-site Networking (SCN) from remote users

· Distributed Voicemail Pro – for multi-site use in a Small Community Network (SCN)

· Centralized INTUITY Audix / Modular Messaging Voicemail – for use with Avaya

Communication Manager

IP Office Preferred Edition is available for Windows and Linux OS. The Preferred Edition on Linux provides the same functionality as described further in this chapter, with the following exceptions:

· Web Voicemail is provided by the user productivity application Avaya one-X™ Portal for IP Office which comes with Office Worker, Teleworker and Power User licenses.

· VPNM

· IVR related actions (Database and VB Scripting)

· Voice Recording Library Authentication (VRLA)

Positioning Summary

For further details refer to Voicemail Feature Comparison

387 at the end of this section.

Feature

Supported IP Office Systems

Mailboxes

Message Storage Capacity

Maximum Simultaneous Calls

Resilience and Backup

Small Community Network (SCN) centralized operation

Distributed Voicemails in an SCN

Voicemail to email forwarding

Unified Messaging (UMS)

Microsoft Exchange Server 2007/2010

Integration

Centralized operation.

Queue Announcements

Auto Attendant

Call Recording

Intuity Emulation

Preferred Edition

Voicemail Pro

Essential Edition

Embedded Voicemail

IP500 V2

IP500

IP500 V2

IP500

IP Office creates mailboxes for each user and hunt group on the system based on channel licenses

Up to 15 hours.

1MB per minute up to hard disk capacity

Up to 40 [1] IP500 V2 = Up to 6

IP500 = 4

[2]

Yes

Yes

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

No

No

No

Yes

Yes

No

Yes

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1.

Up to 40 in a single-site environment, additional ports can be added in a SCN environment by Distributed

Voicemail Pro.

2.

The first two ports are included in the basic IP Office system price. Additional 4 ports(sold in pieces of 2) can be purchased and licensed separately.

IP Office Essential Edition - Embedded Voicemail

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 favored option for an entry-level voicemail service. As built-in functionality of the IP500 and IP500 V2 hardware it requires no separate server. The Embedded Voicemail is enabled by purchasing the IP Office Essential Edition.

Key features of Embedded Voicemail include:

· Up to 6 ports of voicemail on IP500 V2

· IP500 V2: The first 2 ports are included in the basic system. Up to four additional ports can be added simply by purchasing two 2-port add-on license keys

· IP500: Maximum 4 ports of voicemail

· With an increasing number of ports the message storage capacity is increased simultaneously: o 2 ports: Up to 15 hours o

4 ports: Up to 20 hours o

6 ports: Up to 25 hours

· Configurable recording time: Default value 2 minutes, maximum value 3 minutes

· Multiple languages stored on the system

· Help menus via *4. Greetings and mailbox navigation.

· Send an email containing either notification or the complete voicemail message

· Voicemail breakout/personal auto-attendant: Up to 3 breakout numbers can be set up. When callers are directed to your mailbox, they can either leave a message or choose to be transferred to one of three numbers (e.g. Operator, mobile/cell phone, colleague, etc).

· Configurable system-wide short code for voicemail access (e.g. *17)

· 40 configurable Auto Attendants with 3 time profile base greetings per Auto Attendant

· Up to 12 menu items per Auto Attendant with automatic time-out to fallback number.

· Auto attendant supports Dial by Name and direct Dial by Number (dial extension number without dialing access digit first)

· Access and control of voicemail via the digital or IP telephone display (Visual Voice). This feature is supported on the 1408, 1416, 1608, 1616, 2410, 2420, 4610, 4620, 4621, 4625, 5410, 5420, 5610,

5620, 5621 and 9600 Series telephones.

· Reply to a message to either an internal or external number (if Caller ID available)

· Support for hunt group announcements

· Fax option for rerouting fax calls via the auto-attendant menu

· Support for Fast Forward (#), Rewind (*), Skip Message (9) and Call Sender (**) when listening to messages

· No license required

Support for Intuity Audix Commands

IP Office Basic Edition and Essential Edition voicemail supports Intuity Audix commands in addition to TUI commands. In the Intuity Audix mode, the system uses the same Intuity Audix commands that are currently used on Voicemail Pro. The main reason for introducing the Intuity mode is to provide consistency in the command options across all our messaging solutions.

You have the ability to choose which mode of operation – Intuity mode or IP Office mode – you prefer to use from the IP Office Manager. Some of the commands that are part of the Intuity mode include (but not limited to):

· Press 2 to retrieve messages

· Press 3 to administer your greeting

· Press 5 to change password

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· Press *3 to delete message

The default mode for Basic Edition and Essential Edition messaging is:

· For upgraded systems: no mode change i.e., IP Office mode

· New installs in Partner, Norstar and Quick modes: Intuity mode

· New installs in IP Office: IP Office mode

Call Screening

When an incoming call arrives at your phone and is then directed to and answered by the voice mail system, you automatically hear the caller on your phone speaker, but the caller cannot hear you. You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call.

Call Screening is supported on the following:

· IP500, IP500 V2, and IP Office on Linux platforms

· Basic, Essential and Preferred Editions (centralized and distributed)

· Multi-site networks

· Internal calls targeting a user

· DID calls targeting a user o T1, PRI, E1, BRI, SIP

· Transferred calls targeting a user

· Applies to some types of forwarded calls targeting a user o Forward On No Answer o

Forward On Busy

· Outside calls in Basic Mode where call is directed to voice mailbox of a line owner

· Mobile twinning to MyBuddy smartphone application

· Caveats o

Does not apply to Hunt Group calls o Does not apply to Operator or Calling Group o Does not apply to page calls o

Will apply to master in internal twinning and/or to the sending deskphone as part of a mobile twinning relationship

Note: Call Screening is also supported by Voicemail Pro.

IP Office Preferred Edition - Voicemail Pro

IP Office Voicemail Pro is enabled by the IP Office Preferred Edition and is the most advanced messaging and call flow application for IP Office systems. It can handle up to 40 simultaneous calls depending on license and system settings. 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, and records a message.

When a message has been left, the user will see a message-waiting lamp lit on their telephone and can press a retrieval button to collect their messages.

Voicemail Pro can also ring the user to deliver any new messages. Voicemail messages are time and date stamped and the caller's number recorded. Voicemail Pro can be configured to delete read messages automatically, unless the user chooses to save the message permanently.

Voicemails can be collected remotely by dialing into the Voicemail Pro server. If the number the user is dialing from is recognized (home number or mobile/cell phone for example), the user will listen to their voicemail straight away. If the source number is not recognized, the user will be prompted for a mailbox number and a

PIN code for that mailbox, before they can listen to their voicemail. Users have the ability to set and change their own PIN codes.

When a voicemail needs to be forwarded to other users, Voicemail Pro provides many options:

· Voicemails can be forwarded to another mailbox, or group of mailboxes

· Recipients can add their comments to the voicemail before forwarding to another mailbox or mailboxes.

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· Voicemails can be forwarded as email WAV attachments.

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.

Voicemail Pro - More than just Voicemail

Voicemail Pro offers much more than just a pure voicemail system. Other helpful, convenient, cost and time saving options are:

· Whisper Announce that prompts callers for information (usually their name) which is recorded and passed on to the user's extension on answer, allowing them to choose to accept the call or not. This is particularly useful on "CLI/ANI withheld" numbers - usually calls from telesales companies where somebody is trying to sell you something. Voicemail Pro will not intrude onto busy extensions.

· Assisted Transfer allows transfer of a call to a destination, but allows the call to return to Voicemail

Pro automatically for other options should the called party be engaged, or not answer within a predetermined time.

· Conditional routing of calls. Conditions are constructed from a set of basic elements. These elements can be combined within a single condition to create complex rules. For example, the Week Planner can be used to define the company's standard working hours, and then combined with the calendar to define exception days such as public holidays / vacation.

· Call modules. Modules allow you to create sequences of actions that you want to share between a number of different call routing scenarios – like a "macro" in PC applications. These modules can be used to create a library of vertical voicemail applications or just easy dissemination to other IP Office voicemail sites, thanks to its import and export functionality.

· Activation of the external relays on the IP Office system. For example, remotely checking the status of the office meeting and then turning it on from your mobile/cell phone on your drive in to work.

Key Features

Key features of Voicemail Pro include:

· Personal voice mailbox for users and hunt groups.

· Personal Numbering (follow me).

· Extended personal greetings to customize the information presented to a caller based upon the availability of a user.

· Unified Messaging (UMS) offers voice mail - email synchronization between the Voicemail Pro server and the email client.

· UMS Web Access allows access to voice mails via a web interface from an internet browser.

· UMS integration of Voicemail Pro with Microsoft Exchange Server for full message synchronization.

· Enables mobile messaging integration (e.g., Blackberry) when used with Exchange server integration.

· Forwarding of voicemail messages to email systems via SMTP.

· Voicemail Pro client, a graphical user interface for programming and configuring applications both locally and remotely.

· Data base access via Interactive Voice Response (IVR) for individual business requirements.

· Audiotex and Auto Attendant services (including dial by name).

· Sophisticated queue announcement facilities.

· Access and control of voicemail via the digital or IP phone display (Visual Voice).

· 22 supported prompt languages: Chinese (Mandarin), Danish, Dutch, English (UK), English (US),

Finnish, French (France), French (Canadian), German, Greek, Hungarian, Italian, Korean, Norwegian,

Polish, Portuguese (European), Portuguese (Brazilian), Russian, Spanish (Castilian), Spanish (Latin

American), Swedish.

· Conditions (e.g. test if 'out of hours').

· Broadcast group messages.

· Automatic and on demand call recording with an option for Contact Recorder search and replay of saved messages.

· Tampering Detection / Verified Call Recording

· Voice forms/questionnaire mailboxes (Campaign Manager).

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· Personal distribution lists.

· Tag information retrieved from a database to a call and delivers it with the call to an agent.

· Visual Basic (VB) Script support to allow the configuration of the voicemail system through VB scripts rather than Voicemail Pro call flows.

· Text-to-Speech facilities to allow emails to be read out over the telephone and/or for database information to be read to a caller in 14 languages.

· Housekeeping facilities for the management of messages.

· Automatic detection and routing of fax calls within Auto Attendants and within a subscriber's voicemail box.

· Support for a range of the INTUITY telephone user interface features in INTUITY emulation mode.

· Recording of system prompts through the telephone handset or using multimedia facilities on a PC.

· Speaking clock.

· Support for TTY hearing impaired text phone.

· Centralized VoiceMail within a multi-site IP Office environment.

· Networked Messaging with other Avaya voicemail systems and voice messaging systems supporting

VPIM (like CallPilot).

· Capacity of up to 40 ports for a single-site system.

· Voicemail channels between Voicemail Pro and the IP Office can be reserved for business critical functions or left unreserved for any function.

· Improved voice recording, including recording of calls made over IP telephones (calls using direct media has to be routed through IP Office); automatic call recording triggered by incoming call routes; pausing recording when call is parked or placed on hold.

· User start points in Voicemail Pro include queued options.

Further details on some of the Voicemail Pro functionality listed above are described later in this section.

Call Flows with Voicemail Pro for Intelligent Call Handling

At the heart of Voicemail Pro is the ability to construct call flows from a series of different building blocks.

These building blocks allow automation over tasks like answer a call, listen for tone-dialed digits, make a call etc. Voicemail Pro call flows allow far more than just guiding a user to the group or extension they require. Call flows allow Voicemail Pro to dial back users as soon as a voicemail message is left for them, it provides remote access to phone forwarding settings should a user wish to change their Forwarding or Follow Me number from an external telephone. Voicemail Pro provides message handling for individuals or groups, audio information to callers so assisting the operator during periods of heavy call activity and links to business applications through services such as Text-to-Speech. Voicemail Pro provides a full telephony applications environment where call flows can be set up and interact in real time with business workflow – callers can interact via menus and data entry and Voicemail Pro applications can speak back results. For example, users can listen to their email messages through the telephone.

Email Integration

Integration with email systems is provided by the Voicemail Pro Unified Messaging Service (UMS) which is delivered to eligible users as part of the Office Worker, Teleworker or Power User license. It enables Voicemail

Pro to interact with email systems to provide a synchronization of voicemails and their status (new/unread, read, deleted, saved) between all user devices like desk telephones, mobile cell telephones, the UMS web interface, Avaya one-X™ Portal for IP Office, the email client and other devices that are synchronized with the user’s email account. This will work for email clients that use the IMAP4 protocol (like MS Outlook, Lotus

Notes, Mozilla Thunderbird, and many others).

Voicemail Pro and Exchange Server

Advanced collaboration between Voicemail Pro and Microsoft Exchange Server offers voicemail storage into the

Exchange message store. This is the single point of storage for all email and voicemail messages and therefore the single source for all message status information. When a voicemail should be collected using a desk phone connected to the IP Office, Voicemail Pro retrieves it directly from the Exchange message store. Voicemail Pro sends the voicemails not just as emails with a .WAV attachment but as a message formatted as 'voicemail' so that Exchange can handle them differently from emails.

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If Microsoft Exchange Server working with a mobility solution server (e.g., a Blackberry Enterprise Server) are used to push emails to mobile devices (Blackberry or similar), Voicemail Pro also integrates and delivers voicemails via the Exchange Server to the mobility solution. The mobile device is then able to present voicemails on the visual voicemail interface (instead of presenting them as emails with an attachment).

Voicemail in a Small Community Network (SCN)

A single PC based Voicemail Pro server can provide voicemail services to multiple IP Office systems in a Small

Community Network over the LAN, WAN or a Frame Relay network. This is referred to as 'Centralized

Voicemail' and can reduce costs, while facilitating communication between IP Office sites. For resilience, should the main site fail, the Centralized Voicemail will automatically reconnect to an alternative IP Office site.

For voicemail connections from remote IP Office users in a SCN no multi-site channels are needed.

IP Office Preferred Edition - Voicemail Pro Resilience and Backup

Customer service with uninterrupted access to the business is essential – for customers who want to place orders, for partners who want to negotiate an important contract and for employees who need access to their important messages. A failure can be very expensive for a business and there are a number of reasons why a failure can happen: power outage, lost network connection, cable cuts, hardware failure, and so on.

But loss of money and reputation does not necessarily have to follow such a failure. The IP Office Resilience and Backup functionalities are supported by Voicemail Pro. A Voicemail Pro server, connected to a Primary IP

Office, can automatically re-connect to a Backup IP Office if the connection between the two IP Office systems gets lost. This covers the failure of an IP Office or the connection between them. A Preferred Edition license is required on the backup IP Office system for this scenario.

A Backup Voicemail Pro server offers additional comprehensive functionalities to keep the business communication up and running. A Backup Voicemail Pro server can be added to an IP Office / Voicemail Pro system to take over the voicemail functions in the case of a failure at the primary Voicemail Pro system.

The Backup Voicemail Pro server can act in different scenarios:

· One IP Office, one Primary Voicemail Pro server, and one Backup Voicemail Pro server, where the backup is either at the same location as the IP Office / Voicemail Pro or at an external site

· A Primary IP Office with a Primary Voicemail Pro server and a Backup IP Office with a Backup

Voicemail Pro server at a second location

· A Multi Site Network with a Centralized Voicemail Pro server connected to an IP Office at one site and a networked IP Office with a Backup Voicemail Pro server. There might also be additional IP Office and Distributed VoiceMail systems within that Multi Site Network.

The diagram illustrates the second scenario:

The Primary Voicemail Pro will establish a link to the Backup Voicemail Pro and keep the greetings and configuration setting changes synchronized with the Primary Voicemail Pro. Messages and message states are not synchronized between the Primary and the Backup Voicemail Pro to avoid network overload.

Ideally the Backup Voicemail Pro server is a mirror system of the Primary Voicemail Pro server with all its capabilities, like the number of ports, licensed features, and hardware. All required functions have to be licensed through IP Office Preferred Edition and supported by adequate hardware (e.g. to ensure server performance and sufficient IP Office trunk lines). The 2 hour run-time of a Voicemail Pro server without licenses does not apply to a backup scenario.

The Backup Voicemail Pro server can have limited functionalities (e.g. fewer number of ports) if it is acceptable to have limited capabilities for a limited period until the re-connection of the main server.

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Distributed Messaging

One Centralized Voicemail Pro server is supported in a SCN of multiple IP Office systems with IP Office /

Voicemail Pro Release 5 and earlier. Multiple Distributed Voicemail Pro servers can be placed at either all of the

IP Office nodes or only the selected ones.

Into one Multi Site Network there can be one Centralized Voicemail Pro, one Backup Voicemail Pro (as a backup for the Centralized Voicemail Pro), and up to 30 Distributed Voicemail Pro (theoretical value). The

Centralized Voicemail Proserver will keep its role as the main voicemail server. It provides the media store for voicemails left on the system, as well as the media services required on the Multi Site Network to IP Offices not supported by a local Voicemail Pro server.

The retrieval of voicemails will require access to the Centralized Voicemail Pro, while other voice resources will be available locally, providing local capabilities for queuing announcements, call recordings, auto attendants and leaving of voicemails.

On failure of a Distributed Voicemail Pro, the Centralized Voicemail Pro will be used for all functions as if no

Distributed Voicemail Pro servers were present.

Centralized Voicemail Pro, Distributed VoiceMail, or Backup VoiceMail require the same Preferred Edition license but will be configured differently in IP Office Manager according to the required function.

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International Time Zone Support

International Time Zone support in Preferred Edition gives the customers with a multi-site environment (IP

Office SCN network) in different time zones the ability to get the right time stamps for voicemails and announcements for the local time zone of the IP Office switch they are connected to.

· Each personal voicemail recording will have the timestamp of the local switch

· Each announcement e.g. opening times will have the timestamp of the local switch

The feature works in a Distributed/Backup Preferred Edition scenario in the same way. The feature also works in the same way for voice messages delivered to the hunt-groups.

The following Preferred Edition features are affected by the ITZ feature as described above:

· Alarm Set

· Call Answering (Users and Hunt Groups)

· Call Recording

· Campaigns

· Clock Action

· Distribution List

· Incoming VPNM

· Outcalling

· Week Planner Action

· Email reading

Example: Consider a setup where IP Office time is 14:00 (UTC + 2:00) and the corresponding VM Pro server is in a different time zone (UTC + 5:30). A user on IP Office sets an alarm for 14:30. The IP Office system will trigger the alarm when the time on the IP Office is 14:30 and not when the time on the VM

Pro server is 14:30.

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Interaction of Voicemail with Email Systems

As standard, Voicemail Pro allows 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. This simple alert option that forwards only the caller’s number in the subject of the email is ideal for use with commercial Short Message Systems (SMS). This information can be forwarded to the display of a mobile/cell phone when the user is away from the desk. The email notification, forwarding and copying, can be done for all voice messages and can be activated remotely. This is beneficial if you are working from home and have an email connection available.

Forwarding voicemail to email is particularly useful for group voicemail boxes as it allows a single voicemail message to be copied to the email of every member in that group.

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Unified Messaging Service (UMS)

Unified Messaging Service (UMS) provides the integration of Voicemail Pro with email systems. A very simple installation and configuration process enables users to manage their voicemail messages by using the device of their choice including email clients or mobile devices. UMS is licensed on a per-user basis as part of the IP

Office Power User, Teleworker and Office Worker license.

Depending on the existing infrastructure UMS can be integrated with IMAP-based email solutions as well as with Microsoft Exchange Server environments.

Voicemail Synchronization via IMAP

Email applications such as Outlook which support IMAP can connect to an IMAP server integrated with the

Voicemail Pro server.

Voicemail Pro will deliver new voicemail messages by using the voicemail to email capability.

New voicemails arrive as emails with a .WAV attachment and the user can handle them like any other email. If a voicemail has been listened to, its status will change to "read", independent of the device that has been used to access the voicemail. If the user deletes it, it will be deleted everywhere.

Users that have UMS access enabled just need to add an additional email account to their email client to be able to use the unified messaging features. No additional client software installation is required.

The instructions how to add this account and configure the web address for the Voicemail Pro Web Access can be provided by an administrator by email without the need for system administration or external support.

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Voicemail Pro UMS Web Access

The second interface UMS offers to the users is a web interface allowing voicemail access via a web browser, such as Internet Explorer or Mozilla Firefox, with the ability to listen to targeted voicemails by using either the

PC’s multimedia equipment or the desk phone.

UMS Web Access requires the Voicemail Pro installation to be on a server with IIS pre-installed. In addition, the Voicemail Pro UMS Web Access option must be selected during installation.

Once installed, the system will require the following additional configuration:

· IP Office Power User, Teleworker and Office Worker licenses (for the number of users that will be configured to use UMS).

· Users selected for UMS support must be enabled by the system administrator in IP Office Manager.

· Each user must have a voicemail PIN code (a blank PIN is not acceptable).

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Integration with Microsoft Exchange Server

As part of UMS, Voicemail Pro can integrate with the Exchange Server from Microsoft. Each user with UMS enabled can be configured to use either the IMAP capability (see above) or the Exchange integration. If the

Exchange option is selected, all user voicemails are forwarded and stored in the Exchange server message store instead of the Voicemail Pro message store. Voicemail Pro is able to deliver new voicemails to Exchange formatted as ‘voicemail’ which enables Exchange to handle them differently from standard emails. If used in combination with a mobility solution voicemails can be managed using the visual voicemail user interface of the mobile device (e.g. Blackberry).

The following diagram illustrates the two possible ways of integrating with either a standard IMAP-based email system or with an Exchange Server email system.

Both scenarios can exist in parallel on the same system but only one option can be configured for one user.

A voicemail stored in the Exchange message store can be retrieved by Voicemail Pro and made accessible for all communication devices (as shown in the diagram above).

Earlier versions of Microsoft Exchange Server are supported by using the IMAP integration described above.

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Fax Messages

Integration with fax software, integration with fax to the desktop or client fax applications can be realized through the use of fax servers. This allows an email client (for example Microsoft Outlook) to be utilized as an easily affordable unified messaging solution. The many benefits of unified messaging include security (as faxes are sent to the user's PC rather than on paper for everyone to see), ease-of-use and efficiency in terms of storage and retrieval of messages and the great gains that can be made in overall workforce efficiency and productivity.

To enhance the support of third party fax solutions, Voicemail Pro supports the automatic detection of incoming fax calls. Traditionally a dedicated telephone number is provided for all incoming fax calls. In addition to, or as an alternative to, the Voicemail Pro 'Menu' action or a subscriber's voicemail box (INTUITY mode) can automatically detect any incoming fax calls and then direct the call to a predefined location. The benefit to a business or user is that only one number is required for either voice or fax calls.

The Voicemail Pro can store the default fax location for the automatic routing of fax calls. Alternatively, with fax tone detection at the voicemail box, each voicemail box can have a fax location number. If a voicemail box owner has set his or her own fax number, then that number is used instead of the default fax location.

Voicemail box subscribers can set their own fax number through their mailbox menus.

Most fax solutions can be used in conjunction with IP Office; however the following products have been tested and verified to operate in the above scenarios:

· Equisys - Zetafax

Zetafax for Networks provides versatile network fax software solutions for small businesses, corporate offices and distributed enterprise businesses. It enables employees to send and receive faxes at their desktop, without the need to print fax communications, take them to a fax machine and send them manually. Zetafax can be seamlessly integrated into market leading email systems like

Exchange allowing users to send and receive faxes directly from their Outlook client. In addition

Zetafax can be integrated with other existing applications, such as accounting or CRM systems, for fast, automated faxing from the desktop or back office. Further product information available from www.equisys.com.

· Open Text Fax Server (formerly Captaris – RightFax)

RightFax offers a broad, scalable product line that integrates with email, desktop, CRM, ERP, document management, imaging, archival, call center, copier/scanner systems, as well as host, legacy and mainframe applications–virtually all business applications. Further product information available from www.captaris.com.

· Fenestrae – Faxination

Fenestrae Faxination Server for Microsoft Exchange integrates fax into email technology. Create faxes on your desktop and deliver them to your chosen fax machine at the click of a mouse. Further product information available from www.fenestrae.com.

· GFI – GFI FaxMaker

GFI FaxMaker for Exchange/SMTP allows users to send and receive faxes and SMS/text messages directly from their email client. It integrates with Active Directory and therefore does not require the administration of a separate fax user database. GFI FAXmaker integrates via the SMTP/POP3 protocol with Lotus Notes and any SMTP/POP3 server. Further product information available from www.gfi.

com.

· Open Text Fax Appliance (formerly Castelle FaxPress)

Faxes routed to a user’s mailbox by this fax server will be recognized by Voicemail Pro as faxes, and will be supported by Voicemail Pro Fax features. More information is available from www.castelle.com.

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Text-to-Speech 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 Power Users and/or Mobile Workers licensed these users will be presented with a list of both voicemail messages and email messages. The emails can then be read out over the telephone. The benefit to the user is that their messages are now accessible while in and out of the office through any telephone. The user’s email account needs to be configured in IP Office manager to enable TTS functionality.

When accessing messages through the telephone all new voicemail messages will be presented to the mailbox owner before any new email messages. When accessing an email message the system refers to the message as "New message with text".

Emails will be read based on the user language setting in IP Office, depending on the TTS engine capability.

With no additional TTS engine installed Voicemail Pro TTS will use the TTS engine installed with the Microsoft

Windows operating system. If using Avaya TTS, then 22 languages are supported on Windows and 19 are supported on Linux. If using 3 rd party TTS please refer to the vendor documentation for supported languages.

Avaya TTS is an optional license.

Where the user has email reading in their voicemail box, they will be able to record a voice reply to the email, and send it as a .WAV attachment to a reply email to the person who sent the email.

Note: More than eight users can use TTS functionality if the Avaya TTS ScanSoft or Avaya TTS Professional license are purchased. Avaya TTS will only work on Linux with the TTS Professional license.

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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. In INTUITY mode, while listening to or having listened to a message, the user can select the option to forward the message to another mailbox, the mailbox entered can be any mailbox number on the local system or any mailbox on a remote Avaya system.

The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each

Voicemail Pro server and will operate with other IP Office systems supporting this feature, as well as with

Avaya Enterprise solutions.

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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. Voicemail Pro offers the caller the ability to dial the name of a person via the phone keypad (like "Text" messaging on mobile cell telephones). In response the Auto-Attendant offers the caller a best match name or if there is more than one, a selection list is offered and the caller can select which one they want to call.

As an example, Voicemail Pro can be used to build an Auto-Attendant that prompts callers to "enter 1 for sales, 2 for support, 3 for admin, or 0 for the operator" allowing them to be transferred to the appropriate department without operator intervention. Alternatively, a list of personnel and their extension numbers could be listed, allowing the caller to directly access the person they want. For larger companies it could be department name listed first, followed by the list of employee extensions within the department.

The latter two examples are ideal where company telephone operation has changed from a central operator to direct dialing (DDI/DID), allowing callers to "learn" the required extension number from the prompting of

Voicemail Pro, and then in future dial the extension number, or other pre-defined variables, directly. Auto-

Attendant operation is also ideal where multiple languages are required, for example "Dial 1 for English, 2 for

German, 3 for French, ...".

Auto-Attendant created using Voicemail Pro Client

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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.

Users with Mobile Twinning configured are able to remotely activate their twinning capabilities through

Voicemail Pro call flow.

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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). The system is capable of retrieving information from a database and writing information into databases. The result of this is that powerful

Interactive Voice Response systems (IVR) can be delivered to specifically meet the requirements of the business and the customer experience that is required.

Example interactive systems that can be built as a result of these facilities include: Information bulletin boards, order taking and order processing systems, front end systems to help desks/support desks, contact centers, secure access to information through PIN checking, survey systems, remote time sheet management, etc.

The ability to interact with database information is enabled through the purchase of the IP Office Advanced

Edition. The Voicemail Pro Client supports four Database Action Icons, which can be implemented into the

Voicemail Pro call flows. The entry of the IP Office Advanced Edition license will enable the Voicemail Pro server to use these actions in call flows.

Example Call Flow Utilizing Database Actions

The database actions that are provided through the Voicemail Pro Client are:

· Database Open – Opens a link to the required database. Multiple databases can be accessed during a call but only one database can be opened at one time.

· Database Execute – Provides the ability to enter a query on the opened database. The query can

'Select' data from the open database or can 'Insert' data into the database.

· Database Get Data – Provides access to the data that has been retrieved from a database through the Database Execute action. The user can retrieve the next item, previous item, first item in the list or the last item in the list.

· Database Close – This action will close the current database. If the database is open when a call terminates then the database will be automatically closed.

Interaction with the opened database is done through Structured Query Language scripts (SQL). An administrator can enter SQL script directly into the specific section of the Database Execute action. For administrators that are not familiar with SQL scripts, a script can be created automatically through the use of a

SQL Query Builder Wizard.

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Using Text To Speech (TTS) Facilities within a Call Flow

Text-to-Speech (TTS) can be used to further enhance IP Office IVR and call flow 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. The caller enters the ISBN through the telephone keypad and the system locates the title of the book from the database. As well as finding the title, the system could also look up the author of the book and whether there were any books in stock. By using TTS, the system could now respond to the call:

"The book, Lord Of The Rings, costing $6.99, written by J R R Tolkien is in stock".

It is also possible to use Text-to-Speech within call flows or auto attendants for announcements. A call flow / auto attendant can be enabled to read text that has been created by call flow actions and offers much more flexibility because there is no longer the need for pre-recorded and static announcements. If there is a change to an announcement the call flow action will create the new announcement and will play it to the caller.

The IP Office Advanced Edition contains 8-port 3 rd party Text-to-Speech capability and can be used either with a TTS engine that has to be purchased separately or - when no 3 rd party engine is installed - with the Microsoft

TTS engine which is part of the Windows operating system.

An alternative is the Avaya TTS license (independent licenses for Windows and Linux) which adds a TTS engine available in 22 different languages on Windows and 19 different languages on Linux:

· Chinese (Mandarin)

· Chinese (Cantonese) - not on Linux

· Danish

· Dutch

· English (UK)

· English (US)

· Finnish

· French (Standard)

· German

· Greek

· Japanese - not on Linux

· Italian

· Korean - not on Linux

· Norwegian

· Polish

· Portuguese

· Portuguese (Brazilian)

· Russian

· Spanish

· Spanish (Latin)

· Swedish

The Avaya TTS is a per-port license.

The total number of TTS ports on each Voicemail Pro system is limited to eight. On a single or Centralized

Voicemail Pro, up to eight concurrent ports can be used for IVR and email reading, on a distributed Voicemail

Pro up to eight ports can be used for IVR.

When using the ScanSoft and Professional license, the maximum number of ports is 40.

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IP Office 9.0

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Visual Basic (VB) Scripting

The Voicemail Pro call flow programming interface allows an administrator to provide Visual Basic (VB) scripted logic that can be interpreted by the Voicemail Pro server. This ability enables system administrators to program the voice system via VB Scripts thus providing additional choice and flexibility in providing IVR applications. The VB script action contains a VB-Scripting parser (Syntax checker) to ensure the legitimacy of the administrator derived VB Script before its incorporation. Each VB script action used within a call flow can contain a maximum of 10,000 characters; however a call flow may contain multiple VB script actions within it.

On a right mouse click in the VB Script window the methods and variables are available will be listed to assist when constructing call flows.

VB Scripting is enabled by the IP Office Advanced Edition license.

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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. A mailbox user can configure the responses played back to the caller, based upon the reason the caller was routed to the voicemail. The supported call states are:

· Busy/Engaged

The user is currently on a call and unable to accept a second call.

· No Reply

The user is away from the desk and unable to take a call.

· Internal

A greeting to be played to internal calls

· External

The greeting to be played to external callers

· Out Of Hours

The greeting played when a hunt group is operating 'out of hours'. Out of hours is defined with IP

Office Manager and is only applicable to hunt group mailboxes.

A greeting can be recorded for each of the above conditions through the Telephone User Interface (TUI). If a recording is made for each condition, the order of play back to a caller will be:

1.

Out of hours (Hunt group mailboxes only).

2.

Internal/External greeting.

3.

Busy/Engaged.

4.

No reply.

A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to present to a caller. Avaya one-X™ Portal for IP Office users can record and manage their voicemail greetings through the Avaya one-X™ Portal for IP Office user interface.

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IP Office 9.0

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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. Any message waiting light lit by this is extinguished when the new hunt group message is accessed by a user. This is the default mode of operation.

· Broadcast mode

Messages are not stored in the hunt group mailbox. Instead they are broadcast (copied and forwarded) to the individual mailboxes of the entire hunt group membership. This lights the individual messages waiting light of each user of the hunt group until they access their mailbox.

Personal Distribution Lists

Personal Distribution Lists are only available with Voicemail Pro when operating in INTUITY emulation mode.

The feature provides the ability for a user to distribute a voicemail message to a list of recipients simultaneously. Lists can be configured by a voicemail box subscriber either through their voicemail box telephone user interface (TUI).

The features available to a voicemail box subscriber include:

· Create up to 20 lists with 360 members per list.

· Mark a list as private or public, Private lists cannot be accessed by any other voicemail subscriber.

Public lists can be used by other subscribers but cannot be edited.

· Public lists can be copied from one subscriber to another by adding the contents into a new list.

· Subscribers can 'Create' new lists, 'Scan' contents of an existing list or 'Modify' existing lists.

· List members can be added by using the station number or mailbox name (names are not supported for Voicemail Pro Networked Messaging mailboxes).

· Lists can include voicemail boxes that exist on other Avaya voicemail systems that are available through Voicemail Pro Networked Messaging.

· Lists can be added together, duplicate members are automatically removed. This includes public lists owned by other voicemail subscribers.

· Mailing lists are accessible to the user at any ‘send message’ and ‘forward message’ option within the user's voicemail box.

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.

For example should a patient leave an important message to the main number of the doctor’s office, the voicemail system can ring the doctor at the office then on no response escalates to the doctor’s mobile/cell phone, his/her home phone or the doctor on duty after a programmable timeout. This avoids having to rely on an external answering service and allows mobile/cell and home phone numbers to remain private.

The voicemail notification can be sent for:

· Any new voice messages

· Any new priority voice messages

Mailbox owners can configure their own options from their handset (Telephone User Interface or TUI).

· Create own Time Profile – defining when notification should take place (e.g. office hours only)

· Out-calling destinations – defining where notification should take place and in which priority order

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Five destinations can be defined by the mailbox owner through the TUI (Telephone User Interface). The destinations selected in the escalation list are called in sequence. The possible destinations are:

· Desk

· Mobile/Cell

· Home

· Delegate

· Other

Each time an outcall event occurs, each number in the escalation list will be called until either the call is answered, or the end of the list is reached. This process will be repeated on each retry attempt, for the number of retries set.

Out-calling preferences are set for global operation via the Voicemail Pro Client. Out-calling is only available in

INTUITY Mode. The administrator sets the number of retries and time interval between retries on a systemwide level.

Campaign Manager

As part of the IP Office Preferred Edition and Voicemail Pro, Campaign Manager enables the gathering of repetitive information from 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. At the end of the transaction the caller can be thanked and the completed transaction retrieved by an agent via a web interface or a short code.

Campaign Manager allows calls in queue to break out of the queue, or be directed in an overflow situation to complete their transactions thereby increasing customer satisfaction by affecting an answer to their call. This ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded message stating that they are calling outside of office hours.

In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser or via a short code representing the park slot number of a particular campaign. This number can be preprogrammed under a DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF lamp, that lamp is lit when new campaign messages have been left. Agents then transcribe the caller's answers into a database or other records.

Product Description

IP Office 9.0

Campaign Web Interface

© 2014 AVAYA All rights reserved.

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Product Description

IP Office 9.0

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Call Recording

IP Office Preferred Edition and Voicemail Pro also offer 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 Contact Recorder for IP Office.

An option allows to detect a tampered recording to avoid any abuse of recordings. This is available for recordings in a voicemail box and in the central database of contact store as well.

The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are not available then a recording may not be taken (for example all voicemail ports are busy).

Voicemail Pro provides a number of methods for triggering the recording of a call.

Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period during which Voice Recording should operate can be selected.

· User Recording

The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user's mailbox. The configuration could be set whether on “external” calls only

(default) or on “external and internal” calls.

· Hunt Group Recording

The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group's mailbox, but there is the ability to select a target mailbox made for or on behalf of a subscriber. The configuration could be set whether on “external” calls only (default) or on

“external and internal” calls.

· Account Code Recording

An account code can be applied to a call by the user before it is made. This can be used to trigger recording of outgoing calls.

· Caller ID Recording

Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a

Caller ID match.

· Time Profiles

For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used.

· Incoming Call Routes

Incoming Call Routes can trigger automatic call recording.

Note: It is possible for several recordings to be made of the same call. For example, if both automatic hunt group recording and automatic user recording are applicable to the same call, separate recordings are produced for both the hunt group and the user. Recording only continues while the party triggering the recording is part of the call, for example:

· Recording triggered by a user stops when that call is transferred to another user.

· Recording triggered by a hunt group continues if the call is transferred to another member of the same group.

· Recordings triggered by an incoming call route last until the call is cleared from the system.

Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system. For some situations, it may be a requirement that call parties are advised that their call is about to be recorded. This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client.

The maximum length of any call recording is 60 minutes.

Pause Call-recording

This feature allows you to pause call recording for a specific time period. This is typically useful when a client is communicating his/her credit card number with a Customer Service agent.

Leading credit card companies defined standards in the PCI Security Standard Council and one of these standards is not recording credit card numbers given by the customer. This feature allows us to comply with such standards.

The IP Officer user can pause call-recording manually via a toggle pause button that can be configured by an administrator through the Button Programming tab of the user configuration. The Pause Recording feature is available with both Centralized and Distributed Preferred Edition.

Product Description

IP Office 9.0

© 2014 AVAYA All rights reserved.

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Call Screening

When an incoming call arrives at your phone and is then directed to and answered by the voice mail system, you automatically hear the caller on your phone speaker, the caller cannot hear you. You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call.

Call Screening is supported on the following:

· IP500, IP500 V2, and IP Office on Linux platforms

· Basic, Essential and Preferred Editions (centralized and distributed)

· Multi-site networks

· Internal calls targeting a user

· DID calls targeting a user o

T1, PRI, E1, BRI, SIP

· Transferred calls targeting a user

· Applies to some types of forwarded calls targeting a user o

Forward On No Answer o Forward On Busy

· Outside calls in Basic Mode where call is directed to voice mailbox of a line owner

· Mobile twinning to MyBuddy smartphone application

· Caveats: o Does not apply to Hunt Group calls o Does not apply to Operator or Calling Group o

Does not apply to page calls o Will apply to master in internal twinning and/or to the sending deskphone as part of a mobile twinning relationship.

IP Office Contact Recorder

The standard call recording facilities provided with IP Office and Voicemail Pro can be extended further by using IP Office Contact Recorder. IP Office Contact Recorder 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 Contact Recorder is provided with the Voicemail Pro software DVD set and has an inbuilt 45 day trial license. A fully featured IP Office Contact Recorder system can be installed and used for 45 days from the creation of the first recording. After this time the system will stop taking recordings until a license is purchased and installed onto the IP Office.

IP Office Contact Recorder has a number of components, these are:

· An MSDE database into which details of all recorded calls are inserted.

· A browser-based call search and replay application.

· A browser-based system configuration and status monitoring application.

· Disk space management - Oldest recordings are automatically deleted as needed.

· Optional archive management - Recordings are automatically written to a DVD +RW drive.

To allow you to search for calls easily, the details of the recordings are stored within a MSDE database. It contains one record for each call recorded and additional records for each party on the call and the owner of the call. The information that is held for any recording is:

· A unique reference for the recording

· The start date and time

· The duration of the recording

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· The name and number of the parties on the call- where this was available to IP Office (through ANI,

Caller ID or DNIS) at the time of the call.

· The direction of the call (incoming, outgoing, or internal)

· The owner of the call recording

· The target or dialed number, which may be different from the number that actually took the call.

Recordings within IP Office Contact Recorder are stored as .WAV files. IP Office Contact Recorder uses the

G.726 16kbps ADPCM compression standard, which provides the best compromise between storage capacity and CPU loading. IP Office Contact Recorder is designed to perform compression as a background task, which does not impact the system's ability to record, search or play other calls. It takes approximately 1 minute to compress a two hour recording. The compressed recordings are stored as 16kbps G.726 format, storage requirements are therefore 8MBs per hour of recording.

The IP Office Contact Recorder suite can be installed onto the same server as Voicemail Pro but must be loaded onto a separate partition. Alternatively, IP Office Contact Recorder can be installed on a separate drive within the same server or on a separate server. The minimum PC specification when Voicemail Pro and IP

Office Contact Recorder are installed on the same server is detailed in the Voicemail System requirements later in this chapter.

IP Office Contact Recorder stores recorded calls with certain security in place. Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages. Each recording has an owner; the call owner is the number of the extension that recorded the call. You can specify to which extensions each user has replay rights; the user can search for and replay all calls "owned" by those stations. Typically an individual may be given rights to replay calls owned by their extension number while managers may have rights to the extension numbers of all of their staff.

The system will automatically generate alarms showing system warnings. Alarms are logged to IP Office

Contact Recorder's database and held for a month before being purged. The administrator can define specific

Email addresses for alarms to be automatically forwarded to. The email recipient could be a local system administrator, a manned help-desk and/or suppliers' support desks if you have a support agreement that includes this facility. The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per day as a "heartbeat" to let you know it is still operating. Failure to receive the daily heartbeat message should be investigated; it could indicate that the server has failed.

IP Office Contact Recorder allows replay of recordings by means of a browser-based application that is accessible with Internet Explorer (IE) V7.0 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. Use the replay controls to start, stop, pause, skip forward, skip backward, or to export the recording to a readily playable .wav file.

· Audio waveform display. The waveform presents a graphic representation of the audio content of the call. Use the waveform to avoid replaying static or silences, and to move easily to specific portions of a call.

The Search and Replay screen, shown below, provides filter fields that you can use to search for calls:

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For a single IP Office, Contact Recorder is enabled by the Advanced Edition license. Note: For Contact Recorder to work for remote nodes across a Multi Site Network there needs to be an Advanced Edition license present on each node. This is in addition to the Voice Networking license required for Multi Site Network.

Centralized Messaging with Avaya Communication Manager

Where IP Office is deployed in an Avaya Communication Manager (ACM) Environment, it may be desirable to use one centrally managed voicemail system (Modular Messaging) to provide voicemail services to IP Office users. IP Office can be configured to use a Modular Messaging system over a remote connection such that all messaging calls divert to this location and message waiting indications are provided from the remote location and are displayed correctly on IP Office extensions. Connectivity must be either an E1 or T1 circuit or an IP trunk running QSIG services. In addition to the IP Office license Key (Centralized VM with ACM RFA) that enables this service, further license keys may be required on the ACM system.

Voicemail Feature Comparison

Platform Support

IP500 V2

IP500

IP Office Preferred Edition

Voicemail Pro

Yes

Yes

IP Office Essential Edition

Embedded Voicemail

Yes

Yes

Capacities

Voicemail IP Office Preferred Edition

Voicemail Pro

IP Office Essential Edition

Embedded Voicemail

Number of

Mailboxes supported

Maximum Number of Concurrent Calls

(ports)

Recording Time

No Limit - Limited only by IP Office configuration.

Up to 40 dependent on license

Limited only by IP Office configuration.

6 simultaneous calls on IP500 V2.

4 simultaneous calls on IP500.

PC dependent (Requires 1MB per minute) IP500 V2:

2 ports: Up to 15 hours

4 ports: Up to 20 hours

6 ports: Up to 25 hours

IP500:

Up to 15 hours

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Features

Runs as a service

Multi-lingual support

Voicemail for Individual users

Voicemail for Virtual users

Voicemail for Hunt Groups

Group Broadcast

Unified Messaging Service (UMS)

Integration with Microsoft Exchange Server

Capable to interact with Blackberry solution

Resilience and Backup

Small Community Network Operation

Centralized Voicemail Services

Distributed Voicemail Servers in an SCN

Voicemail Ringback

Voicemail Help TUI

Message Waiting Indication

Visual Voice (interactive menu on phone display)

Personalized Greeting

Extended personal Greetings

Continuous Loop Greeting

Forward to Email

Copy to Email

Listen To Email (Text To Speech)

Send Email notification

Unified Messaging Service (UMS)

Save Message

Delete Message

Forward Message to another Mailbox

Forward to Multiple Mailboxes

Forward with a Header Message

Repeat Message

Rewind Message

Fast Forward Message

Pause Message

Skip Message

Oldest message first/newest message first Message

Playback Option

Set Message Priority

Set automatic message deletion timeframe

Alphanumeric Data Collection

Callers Caller ID, time and date announced

Call Back Sender (if Caller ID available)

Remote Access to Mailbox

User Definable PIN Code

Known Caller ID PIN Code By-Pass

Breakout to Reception

IP Office

Preferred

Edition

Voicemail Pro

Yes

Yes

Yes

Yes

Yes

Yes

Option

Option

Option [1]

Option

Yes

Yes

Yes

Internal and external

Yes

Yes

Yes

Yes

Yes [2]

Yes

Yes

Yes

Yes [2]

Yes

Option

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes [2]

Yes

Yes [2]

Yes

Yes

Yes

Yes

Yes

Internal and external.

IP Office

Essential

Edition

Embedded

Voicemail

No

Yes

Yes

Yes

Yes

No

No

No

No

No

No

No

No

Yes

No

Yes

Yes

Yes

No

No

Yes

Yes

No

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

No

No

No

No

Yes

Yes

Yes

Yes

Yes

Internal and external.

1.

Requires UMS (enabled through the Power User, Office Worker and the Teleworker licenses) and MS

Exchange Server 2007/2010 with a mobility solution (for example a Blackberry) - not provided by Avaya.

2.

Intuity mode only.

Product Description

IP Office 9.0

© 2014 AVAYA All rights reserved.

Page 388

Issue 27.02.0 (Monday, January 06, 2014)

In-Queue Announcements

Queue Entry Announcement

Queue Update Announcement

Queue Position Announcement

Time in Queue Announcement

Time in System Announcement

Estimated Time to Answer (ETA)

Exit Queue to alternative answer point

Auto-Attendant/Audiotex

IP Office

Preferred

Edition

Voicemail Pro

Yes

Yes

Yes

Yes

Yes

Yes

Yes

IP Office

Essential

Edition

Embedded

Voicemail

Yes

Yes

No

No

No

No

No

Multi-Level Tree Structure

Message Announcements

Whisper Announce

Alarm Calls

Assisted Transfers

Dial by Name

Direct Dial by Number

Other Features

IP Office

Preferred

Edition

Voicemail Pro

Yes

Yes

Yes

Yes

Yes

Yes

Yes

IP Office

Essential

Edition

Embedded

Voicemail

Yes

No

No

No

No

Yes

Yes

Call Recording

Tamper proofed / verified Call Recording

Test Conditions

Personal Numbering

Speaking Clock

Campaign Manager

Voicemail Pro Manager

Customized Voicemail

Intuity TUI emulation mode.

Forward Emails to External Systems (VPIM)

Third Party Database Access (IVR)

Text To Speech within call flows

Support for Visual Basic Scripts

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

IP Office

Preferred

Edition

Voicemail Pro

IP Office

Essential

Edition

Embedded

Voicemail

No

No

Yes

No

No

No

No

No

No

No

No

No

No

Product Description

IP Office 9.0

© 2014 AVAYA All rights reserved.

Page 389

Issue 27.02.0 (Monday, January 06, 2014)

Chapter 19.

Mobility

Product Description

IP Office 9.0

© 2014 AVAYA All rights reserved.

Page 390

Issue 27.02.0 (Monday, January 06, 2014)