Avaya IP Office Product Description

Avaya IP Office Product Description
IP Office 3.0
Product Description
4th May 2005 - Issue 12t
Table of Contents
1. Introduction........................................................................................................................ 11
Avaya IP Office Family ..................................................................................................................................11
What's New in IP Office 3.0 ...........................................................................................................................12
What Was New in IP Office 2.1 ......................................................................................................................13
Voice Communication Solution .......................................................................................................................14
Converged Voice Communications Solution .....................................................................................................14
Data Communication Solution ........................................................................................................................15
Applications Platform ....................................................................................................................................16
Management Tools .......................................................................................................................................16
Scalable Platform..........................................................................................................................................17
Endpoint Solution Options .............................................................................................................................18
Application Licensing.....................................................................................................................................19
2. IP Office - Small Office Edition Platform ............................................................................ 21
IP
IP
IP
IP
IP
IP
Office - Small Office Edition Overview.........................................................................................................21
Office - Small Office Edition 2T+4A (3 VoIP) ...............................................................................................22
Office - Small Office Edition 4T+8A (3 VoIP) ...............................................................................................23
Office - Small Office Edition 4T+4A+8DS (3 VoIP) .......................................................................................24
Office - Small Office Edition 4T+4A+8DS (16 VoIP) .....................................................................................26
Office - Small Office Edition WAN Expansion Interfaces................................................................................27
IP400 WAN Expansion ..............................................................................................................................27
IP400 Office BRI Card ..............................................................................................................................27
IP400 Office T1 PRI Card..........................................................................................................................27
Optional Wireless Access Point.......................................................................................................................28
Optional Embedded Voicemail and Auto-Attendant ..........................................................................................29
3. Platform Overview .............................................................................................................. 31
IP Office Overview........................................................................................................................................31
IP Office Servers – IP403, IP406 V1/V2 and IP412 ..........................................................................................31
IP403 Office .................................................................................................................................................32
IP406 Office V1 ............................................................................................................................................33
IP406 V2 Office ............................................................................................................................................34
IP412 Office .................................................................................................................................................36
External Expansion Module Units....................................................................................................................37
External Expansion Modules......................................................................................................................37
IP400 Office Phone Module.......................................................................................................................38
IP Office Digital Station Module .................................................................................................................39
IP400 Office So8 Module ..........................................................................................................................40
IP400 Office WAN3 ..................................................................................................................................41
IP400 Office Analog Trunk 16 ...................................................................................................................42
Trunk Interface Cards ...................................................................................................................................43
IP400 Office BRI Card ..............................................................................................................................43
IP400 Office PRI Cards (T1/E1/E1R2) ........................................................................................................43
IP400 Office Quad Analog Trunk (LS) Card.................................................................................................43
Internal Daughter Cards................................................................................................................................44
IP400 Office VC Module – 2/5/10/20/30.....................................................................................................44
IP400 Internal Modem Card ......................................................................................................................44
4. Terminals ............................................................................................................................ 45
Introduction to IP Office Terminals.................................................................................................................45
20DT - DECT Cordless Handset......................................................................................................................46
2402D Terminal............................................................................................................................................47
2410D Terminal............................................................................................................................................48
2420D Terminal............................................................................................................................................49
3616 Executive Wireless Phone......................................................................................................................50
3626 Ruggedized Wireless Phone...................................................................................................................51
3810 Wireless Handset..................................................................................................................................52
4406D Terminal............................................................................................................................................53
4412D Terminal............................................................................................................................................54
4424D Terminal............................................................................................................................................55
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page iii
4th May 2005 - Issue 12t
Table Of Contents
DSS4450 Unit...............................................................................................................................................56
4601 IP Hardphone.......................................................................................................................................57
4602 / 4602SW IP Hardphone .......................................................................................................................58
4606 IP Hardphone.......................................................................................................................................59
4610 IP Hardphone.......................................................................................................................................60
4612 IP Hardphone.......................................................................................................................................61
4620 / 4620SW IP Hardphone .......................................................................................................................62
4624 IP Hardphone.......................................................................................................................................63
5402 Terminal ..............................................................................................................................................64
5410 Terminal ..............................................................................................................................................65
5420 Terminal ..............................................................................................................................................66
5601 IP Hardphone.......................................................................................................................................67
5602 IP Hardphone.......................................................................................................................................68
5610 IP Hardphone.......................................................................................................................................69
5620 IP Hardphone.......................................................................................................................................70
6408D Terminal............................................................................................................................................71
6416D Terminal............................................................................................................................................72
6424D Terminal............................................................................................................................................73
EU24 ...........................................................................................................................................................74
XM24...........................................................................................................................................................75
TransTalk 9040 Wireless Handset...................................................................................................................76
Analog Telephones/POTS ..............................................................................................................................77
Compatibility with Interquartz Gemeni 9330-Av and 9335-AV Phones ...........................................................77
Digital Cordless Solutions (non VoIP)..............................................................................................................78
Digit Cordless Solutions (non VoIP) ...........................................................................................................78
IP Office DECT.........................................................................................................................................79
TransTalk ................................................................................................................................................83
Avaya 3810 .............................................................................................................................................86
5. Telephony Functions & Call Handling ................................................................................. 89
Telephony Functions & Call Handling..............................................................................................................89
Extension Features .......................................................................................................................................90
Feature / Handset Compatibility ................................................................................................................90
Absent Text.............................................................................................................................................92
Call Coverage ..........................................................................................................................................92
Call Forwarding........................................................................................................................................92
Call Hold .................................................................................................................................................92
Call Intrude .............................................................................................................................................92
Call Park .................................................................................................................................................92
Call Pickup ..............................................................................................................................................93
Call Steal / Acquire Call ............................................................................................................................93
Call Transfer............................................................................................................................................93
Call Waiting .............................................................................................................................................93
Clear Call Waiting.....................................................................................................................................93
Conference Calls ......................................................................................................................................94
Dial On Pickup .........................................................................................................................................94
Directory .................................................................................................................................................94
Distinctive Ringing ...................................................................................................................................94
Do Not Disturb.........................................................................................................................................94
Enhanced Intrusion (Whisper Page)...........................................................................................................94
Follow Me................................................................................................................................................95
Handset Dial By Name..............................................................................................................................95
Hot Transfer............................................................................................................................................95
Hold Call Waiting .....................................................................................................................................95
Login ......................................................................................................................................................95
Meet-Me Conference ................................................................................................................................95
Monitor Calls ...........................................................................................................................................95
Ring Back When Free ...............................................................................................................................96
Relay On/Off/Pulse...................................................................................................................................96
Suspend/Resume .....................................................................................................................................96
Suspend Call Waiting................................................................................................................................96
Toggle Calls.............................................................................................................................................96
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page iv
4th May 2005 - Issue 12t
Table Of Contents
System Features...........................................................................................................................................97
Account Codes.........................................................................................................................................97
Automatic Call Distribution (Hunt Groups) ..................................................................................................97
Bridged Appearance .................................................................................................................................97
Call Appearance.......................................................................................................................................97
Call Barring .............................................................................................................................................98
Call Coverage ..........................................................................................................................................98
Caller Display...........................................................................................................................................98
Dial Emergency........................................................................................................................................98
External Control Port ................................................................................................................................98
E911.......................................................................................................................................................98
Group Paging ..........................................................................................................................................98
Hold Music ..............................................................................................................................................98
Hot Desking ............................................................................................................................................99
Incoming Call Routing ..............................................................................................................................99
Intrusion Warning Tone............................................................................................................................99
Key & Lamp Operation .............................................................................................................................99
Least Cost Routes ....................................................................................................................................99
Line Appearance ....................................................................................................................................100
Maximum Call Length .............................................................................................................................100
Key & Lamp Operation ...........................................................................................................................100
Night Service .........................................................................................................................................100
Off Switch Call Inhibit.............................................................................................................................100
Outgoing Calls .......................................................................................................................................100
PIN Restricted Calling.............................................................................................................................100
Personal Fax Numbers............................................................................................................................101
Queuing ................................................................................................................................................101
Queuing a Transferred Call to a Busy Extension........................................................................................101
Short Codes...........................................................................................................................................101
Speed Dialing ........................................................................................................................................101
Time Profiles .........................................................................................................................................101
6. IP Telephony, Hard Phones & Soft Phones....................................................................... 103
Introduction to IP Telephony .......................................................................................................................103
Gateways, Gatekeepers and H.323 - Technology Overview.............................................................................103
IP Hardphones ...........................................................................................................................................104
4601 IP Hardphone ................................................................................................................................104
4602 / 4602SW IP Hardphone.................................................................................................................105
4606 IP Hardphone ................................................................................................................................106
4610 IP Hardphone ................................................................................................................................107
4612 IP Hardphone ................................................................................................................................108
4620 / 4620SW IP Hardphone.................................................................................................................109
4624 IP Hardphone ................................................................................................................................110
5601 IP Hardphone ................................................................................................................................111
5602 IP Hardphone ................................................................................................................................112
5610 IP Hardphone ................................................................................................................................113
5620 IP Hardphone ................................................................................................................................114
Power Options for IP Telephones ............................................................................................................115
IP Softphone (Phone Manager PC Softphone) ...............................................................................................120
IP Softphone Used as a Wireless Deskset .....................................................................................................121
Wireless VoIP .............................................................................................................................................122
Overview of Wireless VoIP ......................................................................................................................122
3616 Executive Wireless Phone ...............................................................................................................125
3626 Ruggedized Wireless Phone ............................................................................................................126
IP Telephony Features ................................................................................................................................127
7. Public and Private Voice Networks................................................................................... 129
Public and Private Voice Networks................................................................................................................129
Connection to the Public Network.................................................................................................................129
Trunk/Line Types Supported ...................................................................................................................129
ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1 ..............................................................................129
ISDN Basic Rate (ETSI CTR3) - IP400 Quad BRI .......................................................................................129
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12tv
Table Of Contents
North American T1 - IP400 Office PRI T1 .................................................................................................130
North American Primary Rate Interface - IP400 Office PRI T1 ....................................................................130
Analog Trunks (Loop Start/ Ground Start) ................................................................................................131
PRI E1R2 ..............................................................................................................................................131
Traditional Private Voice Networking ............................................................................................................132
Packet Based Voice Networking ...................................................................................................................133
Packet Based Voice Networking...............................................................................................................133
VoIP over an Unstructured Private Circuit.................................................................................................134
VoIP over a Managed Frame Relay Network .............................................................................................134
VoIP over a Managed IP VPN ..................................................................................................................134
VoIP across the LAN...............................................................................................................................135
VoIP across the Public Network ...............................................................................................................135
Supplementary services within IP networks...................................................................................................136
Supplementary services within IP networks ..............................................................................................136
Small Community Networking .................................................................................................................136
Generic Networking Features .......................................................................................................................137
Least Cost Routing (LCR)........................................................................................................................137
Alternate Call Routing (ACR) ...................................................................................................................137
Network Numbering Schemes .................................................................................................................138
8. LAN/WAN Services ........................................................................................................... 139
LAN/WAN Services......................................................................................................................................139
Internet Access ..........................................................................................................................................140
Remote Access Features .............................................................................................................................141
LAN to LAN Routing ....................................................................................................................................142
Data Networking Features ...........................................................................................................................143
Integral 10/100 Hub...............................................................................................................................143
Integral 10/100 Mbit Layer 2 Ethernet Switch ...........................................................................................143
Integral 10/100 Mbit Layer 3 Ethernet Switch ...........................................................................................143
DHCP Server..........................................................................................................................................143
Leased Line Support...............................................................................................................................143
Dial-Up Circuit Support ...........................................................................................................................144
Point-to-Point Protocol (PPP)...................................................................................................................144
Multi-Link Point-to-Point Protocol (ML-PPP) ..............................................................................................144
Frame Relay ..........................................................................................................................................144
Service Quotas ......................................................................................................................................144
Time Profiles .........................................................................................................................................144
Bump Call .............................................................................................................................................144
Password Authentication Protocol (PAP)...................................................................................................145
Challenge Handshake Authentication Protocol (CHAP) ...............................................................................145
Data Header Compression ......................................................................................................................145
Data Compression..................................................................................................................................145
Bandwidth Allocation Control Protocol (BACP)...........................................................................................145
Callback ................................................................................................................................................145
Domain Name Service (DNS) Proxy .........................................................................................................145
Network Address Translation (NAT) .........................................................................................................146
Proxy Address Resolution Protocol (ARP)..................................................................................................146
Auto Connect.........................................................................................................................................146
Firewall .................................................................................................................................................146
Light-Weight Directory Access Protocol (LDAP) .........................................................................................147
Remote Access Server (RAS)...................................................................................................................147
Transaction Packet Assembler Dissembler (TPAD).....................................................................................147
IPSec Tunneling.....................................................................................................................................148
Layer 2 Tunneling Protocol .....................................................................................................................148
Routing Information Protocol (RIP)..........................................................................................................148
9. Phone Manager ................................................................................................................. 149
Phone Manager ..........................................................................................................................................149
Phone Manager Lite ....................................................................................................................................150
Caller ID/Name Presentation ...................................................................................................................150
Call History............................................................................................................................................150
Desktop PC Telephony Controls...............................................................................................................150
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
Table Of Contents
Personal Productivity & Collaboration.......................................................................................................151
Phone Manager Pro ....................................................................................................................................152
Phone Manager Feature Comparison ............................................................................................................154
Phone Manager System Requirements..........................................................................................................155
10. SoftConsole..................................................................................................................... 157
SoftConsole................................................................................................................................................157
SoftConsole Configuration ...........................................................................................................................161
SoftConsole Administration ..........................................................................................................................163
SoftConsole PC Requirements ......................................................................................................................163
11. Voicemail ........................................................................................................................ 165
Voicemail ...................................................................................................................................................165
Feature Summary ..................................................................................................................................166
Centralized Voicemail ..................................................................................................................................167
Embedded Voicemail...................................................................................................................................167
Voicemail Lite.............................................................................................................................................168
Voicemail Pro .............................................................................................................................................169
Networked Messaging .................................................................................................................................171
Auto Attendant...........................................................................................................................................172
Accessing Database Information within Call Flows (IVR) ................................................................................173
Using Text To Speech (TTS) Facilities within a Callflow ..................................................................................176
Visual Basic (VB) Scripting ...........................................................................................................................177
Personal Numbering....................................................................................................................................178
Extended Personal Greetings .......................................................................................................................179
Group Broadcast Messages..........................................................................................................................180
Personal Distribution Lists ...........................................................................................................................180
Interaction of Voicemail with Email Systems (Unified Mailbox) and Fax Systems...............................................181
Integrated Messaging Pro (Microsoft Exchange only) .....................................................................................183
Text To Speech (TTS) for Email Reading (Microsoft Exchange only) ................................................................185
Campaign Manager.....................................................................................................................................186
Call Recording ............................................................................................................................................187
IP Office ContactStore.................................................................................................................................188
Voicemail Feature Comparison .....................................................................................................................191
Platform Support....................................................................................................................................191
Capacities .............................................................................................................................................191
Features................................................................................................................................................192
In-Queue Announcements ......................................................................................................................193
Auto-Attendant/Audiotex ........................................................................................................................193
Other Features ......................................................................................................................................193
IP Office Voicemail Pro Intuity Audix Emulation Features ...........................................................................194
Voicemail System Requirements ..............................................................................................................195
12. Audio Conferencing ........................................................................................................ 197
Why use Audio Conferencing?......................................................................................................................197
IP Office Meet-Me Conferencing Solution ......................................................................................................198
IP Office Conferencing Capacity ...................................................................................................................199
Control Unit Conference Capabilities .............................................................................................................199
Important Notes: ...................................................................................................................................199
Voicemail Pro Requirements (if PIN codes or guidance are required) ...............................................................200
IP Office Standard Conferencing Features.....................................................................................................201
Conferencing Center ...................................................................................................................................202
Introduction to IP Office Conferencing Center...........................................................................................202
Conferencing Center Scheduler ...............................................................................................................202
Conferencing Center Reporting................................................................................................................205
Conferencing Center Web Client ..............................................................................................................206
SoftConsole Conferencing Center Integration............................................................................................207
Phone Manager Conferencing Center Integration ......................................................................................207
System Requirements for Conferencing Center .........................................................................................207
13. The Contact Center .........................................................................................................209
IP Office Contact Center/CRM Solutions Overview .........................................................................................209
Compact Business Center ............................................................................................................................209
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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Table Of Contents
Compact Contact Center..............................................................................................................................210
Compact Contact Center Overview ..........................................................................................................212
Compact Business Center ............................................................................................................................213
Compact Business Center .......................................................................................................................213
CBC Real Time Information.....................................................................................................................214
CBC Alarms & Email Notification ..............................................................................................................214
Trunk Utilization Graph...........................................................................................................................215
Compact Contact Center (CCC) ....................................................................................................................216
Compact Contact Center (CCC) ...............................................................................................................216
Call Center View ....................................................................................................................................217
Historical Reporting with Compact Contact Center.....................................................................................218
MultiMedia Module .................................................................................................................................222
Wallboard Server/Client ..........................................................................................................................224
Queuing Announcements Within the Contact Center ......................................................................................225
Queuing Announcements Within the Contact Center .................................................................................225
Queue Announcements ..........................................................................................................................225
Auto-Attendant Operation (Advanced Call Flow) .......................................................................................225
Campaign Manager ................................................................................................................................226
Recording Services.................................................................................................................................227
IP Office Manager ..................................................................................................................................227
Workforce Management Interface ...........................................................................................................227
Compact Business/Contact Center Modules Summary................................................................................227
CCC/CBC Technical Specification ..................................................................................................................228
Compact Business Center (CBC) ..............................................................................................................228
Customer Contact Center (CCC) ..............................................................................................................229
Computer Telephony Integration..................................................................................................................230
Computer Telephony Integration .............................................................................................................230
The Benefits of CTI ................................................................................................................................230
Target Customers & Markets...................................................................................................................231
Computer Telephony Integration with IP Office 2.0...................................................................................232
TAPILink Lite (1st Party TAPI Support).....................................................................................................233
TAPILink Pro (3rd Party TAPI Support).....................................................................................................233
Support for Developers...........................................................................................................................234
Microsoft™ CRM Integration ...................................................................................................................235
14. Common Management Utilities ...................................................................................... 237
Introduction to IP Office Management Utilities ..............................................................................................237
IP Office Manager.......................................................................................................................................238
Installation and Administration Wizard..........................................................................................................239
Importing System Settings......................................................................................................................241
Call Status .................................................................................................................................................242
Monitor......................................................................................................................................................243
Simple Network Management Protocol (SNMP)..............................................................................................244
IP Office SMDR...........................................................................................................................................245
A: Configurations and Factory Build Options ....................................................................... 247
Configurations and Factory Build Options......................................................................................................247
IP403 Office ...............................................................................................................................................248
IP406 V2 Office ..........................................................................................................................................249
IP412 Office ...............................................................................................................................................250
Factory Configurations ................................................................................................................................252
Avaya IP Office - Small Office Edition Control Units ...................................................................................252
Country Availability .....................................................................................................................................256
B: Implementing Voice over IP FAQ ..................................................................................... 257
What is Quality of Service? ..........................................................................................................................257
What are the Symptoms of Quality Problems? ...............................................................................................257
How Do I Minimize Delay Induced Echo In My Network? ................................................................................257
How Do I Minimize Warble and Clipping In My Network?................................................................................258
How Do I Minimize Distortion In My Network?...............................................................................................258
What Benefits Do I Get From Using IP Office To Provide My WAN...................................................................258
What Bandwidth Do I Require for Each Voice Call? ........................................................................................258
What Delay is Acceptable?...........................................................................................................................259
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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Table Of Contents
What is The Perfect Network?......................................................................................................................259
How Many Simultaneous Calls Can I Get Down My Link? ................................................................................259
What Is The Maximum Number Of Simultaneous VoIP Calls That IP Office Supports.........................................259
Does the IP Office Support Fax over IP ? ......................................................................................................260
Network Assessment...................................................................................................................................260
Voice over IP Relevant Standards Supported.................................................................................................261
C: TAPI Functions Supported by IP Office............................................................................ 263
TAPI 2.1 Functions Supported......................................................................................................................263
TAPI 3.0 functions supported.......................................................................................................................264
Changes from previous versions of IP Office .................................................................................................265
TAPI Reserved Fields..............................................................................................................................265
DevLink Reserved Fields .........................................................................................................................266
D: Technical Specifications ................................................................................................... 267
General......................................................................................................................................................267
Dimensions ...........................................................................................................................................267
Environmental .......................................................................................................................................267
Terminal/Extension Cable Lengths ...........................................................................................................267
Weight & Power Consumption.................................................................................................................268
Interfaces ..................................................................................................................................................270
Protocols ...................................................................................................................................................271
Glossary ................................................................................................................................ 273
Index..................................................................................................................................... 281
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page ix
4th May 2005 - Issue 12tix
1. Introduction
Avaya IP Office Family
The Avaya IP Office Family is the latest advancement in converged voice and data technology from
Avaya. IP Office combines high-end voice and data applications normally reserved for large
enterprises with easy to use tools that allow the smallest of businesses to deliver cutting edge
customer service.
Customer Relations Management, Computer Integrated Telephony, Voicemail, Remote LAN Access,
high-speed Internet Access and a full range of other communications tools have all been integrated
into this cost effective platform making it the one tool required to meet all the communications
needs of the small to medium enterprise.
The Avaya IP Office family is designed to solve the complex communications challenges of
the Home Office, Small Office and Medium Enterprise with simple yet powerful
communications tools.
This document forms no part of a contract, the specification of the Avaya IP Office family
is subject to change without notice. Not all components and features documented are
available in all territories refer to Appendix A or your Avaya Representative for further
details. This document should be read in conjunction with any issued technical bulletins
and/or product offer announcements.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 11
4th May 2005 - Issue 12t
IP Office Product Description
What's New in IP Office 3.0
For those already familiar with IP Office, this page lists the new features introduced in IP Office 3.0. This is not a
exhaustive list, it covers just the major changes.
IP Office Core 3.0 Software
•
Enhanced SNMP alarms.
•
Distinctive ringing (supported on all phone types).
•
Key System Features (Call, Line and Bridged Appearances).
•
Support for Avaya 20 Series phones (2010, 2030, 2050 and 20DS) ended.
New Phones
•
New next generation 54xx digital phones.
•
New next generation 56xx IP phones.
•
New support for the full line of 24xx and most 46xx phones.
•
Support for EU24 expansion module.
New IP406 V2 Enhanced Platform
•
Built-in digital and analog stations (8 digital DS and 2 analog POT).
•
Integral 8-port LAN switch (Layer 2).
•
Increased support: VCM30 card, Dual PRI card, 9-pin DTE port for PC-less features.
•
New Optional embedded voicemail card for use with IP406 V2 only (not Small Office compatible).
•
Supports dual-PRI cards in Slot A.
New Internal Modem Card
•
12 Port modem for increased remote access support (only 4 ports when used with IP403 control
unit).
IP Office Management Software
•
Wizard enhancements.
Voicemail Pro 3.0
•
Personal distribution lists.
•
Hunt Group Broadcast option.
•
Voice recording libraries.
•
Third-party Fax server support.
IP Office Conferencing Center
•
Local address book.
•
Web site install of software outside company firewall.
•
Save settings into conference template.
Compact Contact Center Version 5
•
Report integration with MS-CRM.
•
Reporting now uses Crystal Reports for ease of customization.
•
Increased capacity:
•
Up to 75 multi-media and telephony agents.
•
Up to 20 supervisors.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
1. Introduction
What Was New in IP Office 2.1
For those already familiar with IP Office, this page lists the new features introduced in IP Office 3.0. This is not a
exhaustive list, it covers just the major changes.
IP Office Core 2.1 Software
•
Validated software upgrade option - allows remote upgrades.
•
Full merge capability for all user and hunt group settings.
•
IP403 can now support all trunk types (analog, BRI, PRI) in both slots.
•
The restriction that Slot B must be used first has also been removed, but is still
recommended for status LED interaction.
•
Integral CSU on T1 trunk modules.
•
T1 Trunk module for the Small Office Edition.
•
Wizard enhancements including "Moves, Adds and Changes" wizard.
•
PIN (account code) restricted dialing based on number dialed.
•
Paging to IP Phones.
•
VPN support using IPSEC and L2TP.
•
Support for 3810 wireless phone (North America only).
•
Fax over IP interworking with ACM.
Voicemail Pro 2.1
•
Voicemail Pro Networked Messaging (replaces VPIM).
•
Fax tone detection at the mailbox with system and/or personal fax number.
•
CTI Call Data Tagging
IP Office Conferencing Center
•
Allows password controlled users to book conferences through a browser interface. Generated
unique conference IDs and participant PIN numbers.
•
Conference participants are notified by email or (using Voicemail Pro) called.
•
Conferences can include a web session where conference host can display web server based
documents and hold voting sessions.
•
Listen only mode allows host to mute other participants.
•
Caller name announced when joining conference.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
Voice Communication Solution
IP Office offers full voice functionality with a comprehensive list of features and benefits for the small or mid-size
business, including:
•
Full PBX features
Caller 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.
•
Extensions
Support for a range of extensions, from 2 to 360 that provide sophisticated voice performance for new and
growing businesses.
•
Telephones
A variety of telephones including analog, digital and IP hard and soft phones (wired and wireless) that
provide the appropriate desktop or device phone for every need.
•
Advanced Call Routing
Incoming calls are directed to the best available person or messaging service, according to the company's
unique criteria.
•
Alternate Call Routing
Ensures reliable handling of calls by selecting from analog, digital or VoIP trunks.
•
QSig Networking
Standards-based multi-site networking to interoperate with other PABXs.
Converged Voice Communications Solution
For converged communications, the IP Office acts as an IP telephony server:
•
Integrated H.323 Gatekeeper and Gateway
•
Quality of Service (QoS) support through DiffServ for routing.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
1. Introduction
Data Communication Solution
For offices with basic data networking needs, IP Office can provide a complete data communications and
networking solution:
•
Internet Access
Firewall protected, leased line or dial-up connectivity via PRI, T1 or WAN port: high-speed dialed access,
direct leased line connections for high usage and Web site hosting, integral security, and efficient access to
information and a larger business presence via the Web.
•
Routing
Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions.
•
Security
NAT (Network Address Translation) and built in firewall to protect your internal network. IPSec support
allows secure data transmission across public IP Networks using 3DES encryption.
•
DHCP
Automatic IP address allocation for local and remotely attached PCs.
•
Remote Access Server
Access to local LAN servers via optional two-channel V90 modem or digital trunks: individual firewall
security, access control per user, and standards-based security enable remote workers.
•
LAN Hub/Switching
The IP403 and IP406 V1 support an eight port hub that connects up to 8 PCs and/or supported IP devices.
The Avaya IP Office – Small Office Edition has a 4 switched ethernet ports (Layer 2) plus a fifth Ethernet
WAN port (Layer 3). The IP406 V2 offers an 8 port ethernet switch (Layer 2). The IP412 offers 2 switched
Ethernet ports (Layer 3).
•
LDAP client support
For standards based directory synchronization.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
Applications Platform
IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full
compliment of sophisticated applications, including:
•
Voicemail
Incoming callers never reach an empty office. With Call Forwarding, Dial-by-Directory, the ability to
retrieve phone messages via the PC Soft Phone, and more.
•
Auto-Attendant
Simplify service for customers with this easy-to-use graphical interface; the ability to construct customized
automated services means callers can efficiently navigate the system, and reach the right person, without
the assistance of an operator. Available with Voicemail PRO, Avaya IP Office – Small Office Edition PCMCIA
voice mail and Avaya IP406 V2 Compact Flash voice mail.
•
Integrated Messaging
Voice messages can be automatically forwarded to an SMTP email server or MAPI compliant email client
and with Integrated Messaging Pro also synchronized with a Microsoft Exchange email server.
•
Interactive Voice Response (IVR) and Text to Speech
Create automated customized systems allowing callers to interact with business information, for example,
Account enquiry systems, Automated ordering systems, Ticket purchasing systems, PIN number checking,
Remote time sheet management, etc. Enhance theses systems by using Text To Speech to read
information back to callers
•
SoftConsole
Graphical User Interface (GUI) for attendants via a PC-based console for call handling and physical phone
for the speech path; an easy way to learn and use sophisticated tools in a comfortable environment.
•
Phone Manager
A powerful desktop application for the IP Office, available in Lite, Professional, and IP Softphone versions
to allow you to control and manage phone calls from your Windows desktop.
•
Open CTI interfaces
TAPI-compliant out of the box. IP Office integrates easily with popular contact management applications
such as Outlook, ACT!6, GoldMine and Maximizer. Sophisticated custom applications can be rapidly
developed and deployed with our full software development kit.
•
Compact Business Center
Report on overall system performance and basic call center functionality for up to three workgroups with
quality of service reports, selected group reports, simple plug-and-play installation, and more.
•
Compact Contact Center
The formal Multi-Media Contact Center option, with a full customer management toolset including real time
agent, system, group management, standard and custom reporting, real time tracking and analysis,
options for agent connection, and remote agent support, wallboards for installations of up to 75 agents.
•
Queue Manager and Campaign Manager
Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for
better productivity and customer service.
Management Tools
The full IP Office solution (phone system, router/firewall/DHCP server, Voice Mail and other applications) are easily
managed through the IP Office Manager.
The IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It
can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with
either a Terminal Adaptor, Router or the optional Modem 2 package.
A suite of IP Office Wizards can also be used to configure systems and to manage user adds, moves and changes.
These wizards make setting up and using the IP Office very easy – Business partners can use them or allow
clients to access them for basic moves, adds and changes.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 16
4th May 2005 - Issue 12t
1. Introduction
Scalable Platform
The "all-in-one" IP Office Family — servers, media modules and cards for connectivity and preloaded applications
— give small and mid-size enterprises the options they want to meet today's communications needs and plans for
the future.
•
IP Office - Small Office Edition
The IP Office - Small Office Edition is a compact platform specifically designed to meet the needs of very
small businesses and home offices. In a single unit, it can provide a PABX with Auto Attendant and
Voicemail, Broadband Access, Wireless Access Point (WiFi) and VPN tunneling. Voice Compression is
included as standard to support IP Extensions or provide IP Trunks back to a head office. The IP Office Small Office Edition is available in the following configurations:•
2 Analog trunks, 4 analog extensions and 3 VoIP resources
•
4 Analog trunks, 8 analog extensions and 3 VoIP resources
•
4 Analog trunks, 4 analog extensions, 8 digital stations and 3 VoIP resources
•
4 Analog trunks, 4 analog extensions, 8 digital stations and 16 VoIP resources.
•
IP403 Office
Supports 3 Expansion Modules providing a combination of up to 100 analog and digital extensions, with
capacity for 8 analog trunks or 2 digital trunk (48 T1 channels or 60 E1 channels). Additional analog trunks
can be provisioned using the IP400 Analog trunk 16 module. Features include 20 optional voice
compression channels, 8 Digital Station ports, 2 Analog Telephone ports, 8 dual speed LAN hub ports, and
18 data channels. Data channels are used for Routing, RAS and Voicemail applications.
•
IP406 V1 Office
Supports 6 Expansion Modules providing a combination of up to 180 analog and digital extensions, with
capacity for 8 analog trunks or 2 digital trunk (48 T1 channels or 60 E1 channels). Additional analog trunks
can be provisioned using the IP400 Analog trunk 16 module. Features include 20 optional voice
compression channels, 8 port Layer 2 switch, and 24 data channels. Data channels are used for Routing,
RAS and Voicemail applications.
•
IP406 V2 Office
Similar to the IP406V1 but adds 8 Digital Station ports (DS), 2 analog phone ports, a compact flash
memory card socket for optional embedded voicemail. The 8 ethernet ports are switched (Layer 2). The
serial port is changed to a 9-pin serial port and the trunk interfaces can include a dual-PRI in slot A.
•
IP412 Office
Supports 12 Expansion Modules providing a combination of up to 360 analog and digital extensions, with
capacity for 8 analog trunks or 4 digital trunk (96 T1 channels or 120 E1 channels). Additional analog
trunks can be provisioned using the IP400 Analog trunk 16 module. Features include 60 optional voice
compression channels, 2 independently Switched LAN ports, and 100 data channels. Data channels are
used for Routing, RAS and Voicemail applications.
All IP Office models support common software, telephones, and applications.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 17
4th May 2005 - Issue 12t
IP Office Product Description
Endpoint Solution Options
IP Office supports multiple endpoint solutions, giving the small and mid-size business maximum flexibility to choose
according to their current and future needs:
•
IP Office with the Integral H.323 Server supports selected Avaya 56xx series of H.323 IP telephones,
selected Avaya 46xx series of H.232 IP telephones, 36xx Wireless VoIP sets and Phone Manager (which
can operate in a management Computer Telephony Interface mode or CTI or IP Soft phone modes)
•
IP400 Digital Station 16 or 30 Module supports the Avaya 54xx series of digital phones, selected MERLIN
MAGIX 44xx series and all 64xx/24xx digital series sets except the 6402. The IP Office Digital Station
module will also support the TransTalk 9040 wireless handset. (The 4400 series telephones are not
available in certain territories, check for local availability).
•
The IP Office Digital Station module supports the new Avaya 3810 wireless handset and the existing
TransTalk 9040 wireless handset
•
IP400 Phone 8, 16 or 30 Modules support standard analog Phones, faxes and modems, with support for
calling line identification.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 18
4th May 2005 - Issue 12t
1. Introduction
Application Licensing
IP Office is an application platform, which provides free-of-charge applications, including Phone Manager Lite,
Voicemail Lite and CTI interfaces (details are given within the price list). These free-of-charge applications can be
upgraded to provide enhanced functionality.
All chargeable applications are enabled by the use of a license key. For these applications to work, a PC (running
Microsoft Windows 98, Windows NT, Windows 2000 or XP) must also be provided, and must be connected to the
same LAN as the IP Office switch. This PC must run the IP Office License Service, and should be permanently
switched on and connected to the LAN.
Licensing is achieved by the use of a feature key (dongle), which plugs into the PC's parallel port, USB port or to
the serial port of the Small Office Edition, IP406 V2 and IP412 control units (requires unit to have a 9-pin serial
port). This feature key contains a serial number which is used to validate licenses. The Feature Key serial number
must be provided with any order for charged applications.
All license keys are stored on the IP Office switch. This means that if the hardware fails - a rare event - full
functionality can quickly be restored by installing a replacement system unit and restoring the previous
configuration, significantly increasing the resilience of the system.
The license keys are periodically validated against the License Service. If the PC is not running, or the Feature Key
(dongle) is unplugged (or otherwise unavailable), then the licenses will be invalidated (and therefore the
applications will not work, or will provide 'Lite' functionality) until the system can re-validate them. A short grace
period is provided, to ensure that transient network problems do not affect the level of service provided by the
system. As soon as the connection between the IP Office system unit and the License Service is restored, the
licenses become valid again.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 19
4th May 2005 - Issue 12t
2. IP Office - Small Office Edition Platform
IP Office - Small Office Edition Overview
IP Office - Small Office Edition supports all the applications and functionality of the IP Office product range (refer
to the relevant sections for further detail). This section details those aspects unique to the IP Office – Small Office
Edition.
The IP Office - Small Office Edition is available in six variants* which provide a different mix of Analog Trunks,
Analog extensions, Digital extensions and Voice Over IP capacity. Dependant on the model chosen, up to a
maximum of 28 extensions can be supported (4 Analog, 8 Digital and 16 IP).
All IP Office - Small Office Edition's have a four port Ethernet Switch (layer 2) and a dedicated switched Ethernet
WAN port (layer 3) making the system ideal for connection to broadband services such as ADSL and Cable. With
Voice over IP as standard and the optional IPSec security, the system can be quickly configured to provide secure
voice and data networking back to a head office over the broadband connection.
The IP Office - Small Office Edition supports an additional WAN slot (located at the back) to support other network
connections such as V35, X21, T1 and BRI leased lines that may be encountered in frame relay applications.
The back of the unit provides a twin PCMCIA socket for a memory card when using embedded voicemail and a
Wireless LAN card when using the system as an Access Point (see below for further detail)
As well as supporting the external license key server for licensed application IP Office - Small Office Edition also
supports a serial port dongle. This can be plugged directly into the unit removing the need for an external PC for
license verification.
•
*Note: Not all variants are available in all territories, check for local availability.
The pre-defined configurations supported in IP Office 3.0 are detailed in the following table.
IP OFFICE - SMALL OFFICE
EDITION
Analog Trunks
Analog
Extensions
Digital Stations
Voice Over
IP
Channels
2T+4A (3 VoIP)
2
4
0
3
4T+8A (3 VoIP)
4
8
0
3
4T+4A+8DS (3 VoIP)
4
4
8
3
4T+4A+8DS (16 VoIP)
4
4
8
16
•
*Not available in all territories, check for availability.
•
During power fail, Analog port 2 is connected to POT port 1.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 21
4th May 2005 - Issue 12t
IP Office Product Description
IP Office - Small Office Edition 2T+4A (3 VoIP)
The IP Office - Small Office Edition 2T+4A (3 VoIP) provides:
•
Two Analog Loop Start Trunks (Caller ID enabled).
•
Four analog extension (POT) ports. During power fail, analog trunk port 2 is connected to analog extension
port 1.
•
Three VoIP Codecs (G.723.1, G.711 and G.729a).
•
4 Switched Ethernet ports (Layer 2).
•
Dedicated Switched Ethernet WAN port (Layer 3).
•
Two PCMCIA slots for wireless and memory card support.
•
WAN slot for optional WAN card (V35, X.21, BRI, T1 PRI).
•
DTE port.
•
Audio port for external music on hold source.
•
Two relay switch port for door entry systems (External O/P socket).
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 22
4th May 2005 - Issue 12t
2. IP Office - Small Office Edition Platform
IP Office - Small Office Edition 4T+8A (3 VoIP)
The IP Office - Small Office Edition 4T+8A (3 VoIP) provides:
•
Four Analog Loop Start Trunks (Caller ID enabled).
•
Eight analog extension ports (POT). During power fail, analog trunk port 2 is connected to analog
extension port 1.
•
Three VoIP Codecs (G.723.1, G.711 and G.729a).
•
4 Switched Ethernet ports (Layer 2).
•
Dedicated Switched Ethernet WAN port (Layer 3).
•
2 x PCMCIA Slots for Wireless and Memory card support.
•
WAN Slot for Optional WAN card (V35, X.21, BRI, T1 PRI).
•
DTE port.
•
Audio port for external music on hold source.
•
Two relay switch port for door entry systems (External O/P socket).
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 23
4th May 2005 - Issue 12t
IP Office Product Description
IP Office - Small Office Edition 4T+4A+8DS (3 VoIP)
The IP Office - Small Office Edition 4T+4A+8DS (3 VoIP) provides:
•
Four Analog Loop Start Trunks (Caller ID enabled).
•
Four Analog extension (POT) ports. During power fail, analog trunk port 2 is connected to analog extension
port 1.
•
Eight Digital Station (DS) ports for supported 24xx, 44xx, 54xx and 64xx Series phones plus 3810 and
9040.
•
Three VoIP Codecs (G.723.1, G.711 and G.729a).
•
4 Switched Ethernet ports (Layer 2).
•
Dedicated Switched Ethernet WAN port (Layer 3).
•
2 x PCMCIA Slots for Wireless and Memory card support.
•
WAN Slot for Optional WAN card (V35, X.21, BRI, T1 PRI).
•
DTE port.
•
Audio port for external music on hold source.
•
Two relay switch port for door entry systems (External O/P socket).
Front Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 24
4th May 2005 - Issue 12t
2. IP Office - Small Office Edition Platform
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 25
4th May 2005 - Issue 12t
IP Office Product Description
IP Office - Small Office Edition 4T+4A+8DS (16 VoIP)
Specification as per IP Office - Small Office Edition 4T+4A+8DS(3 VoIP) except with 16 VoIP resources as
standard.
Front Panel
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 26
4th May 2005 - Issue 12t
2. IP Office - Small Office Edition Platform
IP Office - Small Office Edition WAN Expansion Interfaces
All IP Office - Small Office Edition provide an expansion slot for an optional WAN interface of the following types
(check locally for availability). Each of these interface cards are now described in more detail.
IP400 WAN Expansion
The IP400 WAN Expansion card provides a single WAN connection (X21, V35 or V24 via a 37way D Type socket).
Line speeds up to and including 2Mbps are supported on the interface. The carrier providing the line dictates the
actual operating speed, i.e. in some territories the maximum speed may be 1.544M.
IP400 Office BRI Card
The BRI trunk card provides 4 European Basic Rate ISDN S/T-Bus interfaces (8 trunks).
Details of the supported supplementary services on BRI interfaces are given in the 'Public and Private Voice
Networks' section.
•
Not available in all territories, check for availability.
IP400 Office T1 PRI Card
The IP400 Office T1 PRI card provides a single primary rate trunk interface for supporting voice services and
fractional leased lines, of up to 256K bandwidth on IP and Frame Relay services.
•
Not available in all territories, check for availability.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 27
4th May 2005 - Issue 12t
IP Office Product Description
Optional Wireless Access Point
All IP Office - Small Office Edition platforms can be configured to become Wireless LAN access points. An Access
Point acts as a Hub in a wireless network providing connectivity between devices in the vicinity. In ideal conditions
a range of up to 550M (1750 ft) is achievable although this range will be decreased if walls and other obstacles are
present. This is used where local conditions impair coverage and additional Access Points are needed to cover the
black spots.
The IP Office - Small Office Edition wireless network can be secured against intruders using either the Wired
Equivalent Privacy (WEP) or RC4. WEP uses 64 bit encryption key and RC4 uses a 128 bit encryption key. Only
devices with a matching security key can participate in the network.
IP Office - Small Office Edition complies to the IEEE 802.11 and IEEE 802.11b standards meeting the Wireless
Ethernet Compatibility Alliance (WECA) Wireless Fidelity Wi-Fi™ requirements for interoperability.
Summary
•
2.4 GHz to 2.5 GHz band.
•
Automatic fallback 11Mbps, 5.5Mbps, 2Mbps or 1Mbps.
•
IEEE 802.11 and IEEE 802.11b Compliance.
•
Wireless Fidelity Wi-Fi™ Compliance.
•
Interoperable with other 802.11b compliant devices.
•
WEP or RC4 security.
•
Range up to 550M (1750ft).
Range (meters/ft)
11Mbps
5.5Mbps
2Mbps
1Mbps
Open
160m/252ft
270m/885ft
400m/1300ft
550m/1750ft
Semi-Open
50m/165ft
70m/230ft
90m/300ft
115m/375ft
Closed
25m/80ft
35m/115ft
40m/130ft
50m/165ft
Receiver Sensitivity dBm
-82
-87
-91
-94
Delay Spread (at FER of <1%)
65ns
225ns
400ns
500ns
For wireless operation, IP Office - Small Office Edition must be fitted with a Wireless LAN card and the Wireless
LAN Access Point license key.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 28
4th May 2005 - Issue 12t
2. IP Office - Small Office Edition Platform
Optional Embedded Voicemail and Auto-Attendant
Entry-level voicemail and auto attendant applications are available on a pre-configured Avaya 64MB Flash memory
card for use in one of the PCMCIA slots on the rear of Small Office Edition units. This provides small locations with
a effective embedded messaging solution without the need for an external PC. No licence is required to enable
embedded voicemail and/or auto attendant.
The embedded voicemail supports up to 10 hours of compressed message storage. The number of available
voicemail ports (to support simultaneous calls to voicemail) is determined by the available number of voice
compression channels up to a maximum of 10.
Personalized greetings and PIN-code access can be simply enabled for each mailbox by the mailbox users.
Inactivity timeout and return to operator options ensure efficient message handling. Mailbox users can also access
their mailboxes when out of office using a simple remote login sequence.
Up to four independent auto-attendants can be configured on the platform. The choice of which auto-attendant is
to answer a call can be made on any of the criteria on the Incoming Call Routing form such as called number,
calling number and time of day.
Each auto-attendant has a single menu of 12 items (0…9, *, #) that a caller can select from to either be
transferred to a predefined number or replay the greeting. The greeting for the menu is controlled by time profiles
to allow three alternative messages to be played i.e. Morning, Afternoon and Evening.
•
Note: The Small Office Edition and IP406 embedded voicemail memory cards are not interchangeable. In
addition embedded voicemail is only supported on Avaya supplied memory cards.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 29
4th May 2005 - Issue 12t
3. Platform Overview
IP Office Overview
This section provides an introduction to the main components of the IP Office platform that includes IP403 Office,
IP406 V1 Office, IP406 V2 Office and IP412 Office.
All IP Office platforms support identical applications therefore any platform can be used in any of the previously
described IP Office solutions.
As with all IT and Communications equipment IP Office should be connected to a clean power supply or a UPS.
Additional Information on which components are available in which territories, along with configuration limits and
examples, is provided in Appendix A.
IP Office Servers – IP403, IP406 V1/V2 and IP412
The IP403, IP406 V1, IP406 V2 and IP412 Office are designed for the small medium enterprise. Scaling from 10
extensions to 360 extensions, each module is available pre-configured (not available in all territories) with a range
of trunk configurations.
•
IP403 Office.
•
IP406 V1 Office.
•
IP406 V2 Office.
•
IP412 Office.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 31
4th May 2005 - Issue 12t
IP Office Product Description
IP403 Office
The IP403 Office base unit is a 19" rack mountable voice and data communication system and supports as
standard •
Eight Digital Station (DS) ports for supported 24xx, 44xx, 54xx and 64xx Series phones (plus 3810 and
9040). Available dependent on territory.
•
Two Analog telephone ports.
•
Eight 10/100 Mbps LAN Hub ports.
•
DTE Port.
•
X.21/V35 WAN interface.
•
Support for 3 Expansion Modules.
•
Two relay switch port for door entry systems (Ext O/P socket).
•
Audio port for external music on hold source.
•
18 Data channels (maximum of 10 useable for Voicemail Pro)
Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central
Office). For example, four people surfing the Internet will use a single data channel since they all share the
same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels
since they have dialed in on separate lines. IP extensions do not use data channels.
The IP403 Office can be ordered in four trunk configurations Quad BRI, PRI (T1), PRI (E1) and Analog (loop start).
A spare expansion slot is available to add an additional trunk card (Analog, BRI or PRI).
•
Note: Some trunk configurations are only available in certain territories, please check for local availability.
Optional internal upgrades allow for support of up to 4 x V.90 modem calls and a 5, 10 or 20 channel Voice
Compression Module (VCM). The VCM module supports 5, 10, or 20 simultaneous voice over IP sessions. These
can be used for either providing networking between sites over a wide area network or supporting IP Telephones
and Soft phones. An IP extension only uses the compression module whilst on a call to a non-IP extension/line.
Hence, it is possible to support more extensions than the capacity of the VCM
Through the support of up to three external Expansion Modules, IP403 office can be enhanced to support a further
90 Analog or Digital Handsets.
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 32
4th May 2005 - Issue 12t
3. Platform Overview
IP406 Office V1
The IP406 V1 (formerly just call IP406) differs from the IP403 Office in that it supports six expansion modules but
excludes the integral Digital extension and Analog extension ports. The IP406 V1 Office base unit is 19" rack
mountable and supports as standard•
Eight 10/100 Mbps LAN Hub ports.
•
DTE Port.
•
X.21/V35 WAN interface.
•
Support for 6 Expansion Modules.
•
Two relay switch port for door entry systems (Ext O/P socket).
•
Audio port for external music on hold source.
•
24 Data channels (Maximum 20 useable for Voicemail Pro).
Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central
Office). For example, four people surfing the Internet will use a single data channel since they all share the
same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels
since they have dialed in on separate lines. IP extensions do not use data channels.
The IP406 V1 Office can be ordered in four trunk configurations Quad BRI, PRI (T1), PRI (E1) and 4 x Analog (loop
start) trunks. A spare expansion slot is available to add an additional trunk card (Analog, BRI or PRI).
•
Note: Some configurations are only available in certain territories, please check for local availability.
Optional internal upgrades allow for the support of up to 2 x V.90 modem calls and a 5, 10 or 20 channel Voice
Compression Module (VCM). The VCM module supports 5, 10 or 20 simultaneous voice over IP sessions. These can
be used for either providing networking between sites over a Wide Area Network or supporting IP Telephones and
Soft phones. An IP extension only uses the compression module whilst on a call to a non-IP extension/line. Hence,
it is possible to support more extensions than the capacity of the VCM.
Through support of up to six external Expansion Modules, IP406 V1 office can be enhanced to support a mixture of
Analog, Digital or IP Handsets to maximum of 180.
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 33
4th May 2005 - Issue 12t
IP Office Product Description
IP406 V2 Office
The IP406 V2 Office is the new 406 hardware. The IP406 V2 Office base unit is 19" rack mountable and supports
as standard•
Eight Digital Station (DS) ports for supported 24xx, 44xx, 54xx and 64xx Series phones (plus 3810 and
9040).
•
Two Analog telephone ports.
•
Eight 10/100 Mbps LAN Switched ports (layer-2).
•
Support for optional embedded voicemail/auto-attendant (Compact Flash card)
•
9-pin DTE Port (for maintenance or serial dongle connection for PC-less licensing).
•
X.21/V35 WAN interface.
•
Support for 6 Expansion Modules.
•
Two relay switch port for door entry systems (Ext O/P socket).
•
Audio port for external music on hold source.
•
40 Data channels (Maximum 20 useable for Voicemail Pro).
Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central
Office). For example, four people surfing the Internet will use a single data channel since they all share the
same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels
since they have dialed in on separate lines. IP extensions do not use data channels.
The IP406 V2 Office can be ordered in four trunk configurations Quad BRI, single/dual PRI (T1), single/dual PRI
(E1) and 4 x Analog (loop start) trunks. A spare expansion slot is available to add an additional trunk card (Analog,
BRI or PRI).
•
Note: Some configurations are only available in certain territories, please check for local availability.
Optional internal upgrades allow for the support of up 12 x V.90 modem calls and a 5, 10, 20 or 30-channel Voice
Compression Module (VCM). The VCM module supports 5, 10, 20 or 30 simultaneous Voice over IP sessions. These
can be used for either providing networking between sites over a Wide Area Network or supporting IP Telephones
and Soft phones. An IP extension only uses the compression module whilst on a call to a non-IP extension/line.
Hence, it is possible to support more extensions than the capacity of the VCM.
Through support of up to six external Expansion Modules, IP406 V2 can be enhanced to support a mixture of
Analog, Digital or IP Handsets to maximum of 190.
Front Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 34
4th May 2005 - Issue 12t
3. Platform Overview
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 35
4th May 2005 - Issue 12t
IP Office Product Description
IP412 Office
With a more powerful call processing engine and greater internal data transfer capability the IP412 Office is the
most suitable of the IP Office range for meeting the needs of the small contact center or businesses with a CRM
focus. The IP412 differs from the IP406 Office by providing a greater trunk expansion capability of up to four PRI
trunks. The IP412 Office base unit is 19" rack mountable and supports as standard
•
Two 10/100 switched Ethernet ports.
•
DTE Port.
•
X.21/V35 WAN interface.
•
Support for 12 Expansion Modules (360 extensions maximum).
•
Two relay switch port for door entry systems (Ext O/P socket).
•
Audio port for external music on hold source.
•
100 Data channels (Maximum 30 useable for Voicemail Pro).
Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central
Office). For example, four people surfing the Internet will use a single data channel since they all share the
same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels
since they have dialed in on separate lines. IP extensions do not use data channels.
Optional internal upgrades allow for the support of up to 12 x V.90 modem calls and two 5, 10, 20 or 30 channel
Voice Compression Modules (VCM). Fitted with two 30 channel voice compression modules, 60 simultaneous voice
over IP sessions can be supported. These can be used for either providing networking between sites over a wide
area network or supporting IP Telephones and Soft phones. An IP extension only uses the compression module
whilst on a call to a non-IP extension/line. Hence, it is possible to support more extensions than the capacity of the
VCM's.
IP412 Office can be expanded by 12 Expansion Modules, however this is restricted to a maximum capacity of 360
Analog or Digital Stations.
The IP412 Office is available pre-configured with a single or dual PRI (E1/T1) and a spare slot for an optional Quad
Analog Trunk, Quad Basic Rate, PRI or Dual PRI (E1/T1).
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IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 36
4th May 2005 - Issue 12t
3. Platform Overview
External Expansion Module Units
External Expansion Modules
Excluding the WAN3 module, the IP403 platform supports any three of these modules, IP406 V1/V2 supports any
six and the IP412 supports any twelve (up to a maximum of 360 analog or digital Extensions).
The WAN3 differs in that it connects to the control unit via a LAN port rather than one of the rear expansion ports.
A maximum of 2 WAN3 modules are supported in any system.
•
IP400 Office Phone Module
Available in three variants for 8, 16 or 30 extensions.
•
IP400 Office Digital Station Module
Available in two variants for 16 or 30 extensions.
•
IP400 Office So 8 Module
Not available in some territories.
•
IP400 Office WAN 3 Module
•
IP400 Office Analog Trunk 16
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 37
4th May 2005 - Issue 12t
IP Office Product Description
IP400 Office Phone Module
Provides POT ports for analog telephones. The IP400 Office Phone module is available in 3 versions giving 8, 16 or
30 extensions. Telephones can be located up to 1km from the unit using CAT5 cabling (see Handset Cable
Lengths).
Front Panel (30 port Version)
Rear Panel (all versions)
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 38
4th May 2005 - Issue 12t
3. Platform Overview
IP Office Digital Station Module
Provides Digital Station (DS) ports for supported 24xx, 44xx, 54xx and 64xx Series phones plus 3810 and 9040
phones. The IP400 Office Digital Station module is available in 2 versions; 16 or 30 extensions. Terminals can be
located up to 1km from the unit using CAT5 cabling (see Handset Cable Lengths).
•
Note: A maximum of ten 4424D are supported on any Digital Station module. Similarly a maximum of two
4450 units are supported on any Digital Station module.
Front Panel
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 39
4th May 2005 - Issue 12t
IP Office Product Description
IP400 Office So8 Module
The IP400 Office So8 module provides 8 S-Bus interfaces for Basic Rate ISDN devices.
Front Panel
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 40
4th May 2005 - Issue 12t
3. Platform Overview
IP400 Office WAN3
The IP400 Office WAN 3 module provides three WAN connections (X21, V35 or V24 via a 37way D Type socket).
Line speeds up to and including 2Mbps are supporting on each interface, the carrier providing the line dictates the
actual operating speed i.e. in some territories the maximum speed may be 1.544M. These interfaces are identical
to the single connection provided as standard on the IP403, IP406 and IP412 platforms.
The IP400 Office WAN3 may be connected to the IP403, IP406 V1/V2 and IP412 platforms to provide additional
WAN ports. Each platform can support up to two WAN3 modules.
The IP400 Office WAN3 connects to the base unit through the Local Area Network and does not use an expansion
port on the control unit.
Front Panel
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 41
4th May 2005 - Issue 12t
IP Office Product Description
IP400 Office Analog Trunk 16
Each module supports up to sixteen Loop Start or Ground Start* trunks. The first two trunks on the module are
automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted.
•
*Note: Ground start trunks are not available in all territories.
Front Panel
Rear Panel
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 42
4th May 2005 - Issue 12t
3. Platform Overview
Trunk Interface Cards
Trunk interface cards are rear mounted to provide flexible trunk connectivity for the IP403, IP406 V1/V2 and IP412
platforms. The IP403, IP406 V1/V2 and IP412 all support two trunk interface cards. Dual PRI cards can only be
used with the IP412 and Slot A of the IP406 V2.
There are seven trunk interface cards (Not available in all territories).
•
IP400 Office Quad BRI.
•
IP400 Office PRI E1.
•
IP400 Office Dual PRI E1 (IP412 only).
•
IP400 Office E1R2MFC.
•
IP400 Office Dual E1R2MFC (IP412 only).
•
IP400 Office PRI T1.
•
IP400 Office Dual PRI T1 (IP412 only).
•
IP400 Office Quad Analog Trunk (LS).
IP400 Office BRI Card
The BRI trunk card provides 4 Basic Rate ISDN S/T-Bus interfaces (8 trunks).
Details of the supported supplementary services on BRI interfaces are given in the 'Public and Private Voice
Networks' section.
IP400 Office PRI Cards (T1/E1/E1R2)
Available in single and dual versions the IP400 Office PRI card provides single and dual primary rate trunk
interfaces respectively. The PRI is available as either T1, E1 or E1R2MFC depending on the market. The dual
version is only supported on the IP412 and on slot A of the IP406 V2.
Details of the supported supplementary services and protocols for each PRI is given in the 'Public and Private Voice
Networks' section.
T1 trunk cards incorporate an integral CSU/DSU, eliminating the need for an external unit. The CSU function allows
the trunk to be put in loop-back mode for testing purposes. This can be set manually, using the monitor
application, or automatically from a Central Office sending a Line Loop Back (LLB) pattern. The DSU function allows
the T1 trunk to be shared between data and voice services.
IP400 Office Quad Analog Trunk (LS) Card
Provides four Analog trunk 2 wire interfaces (loop start only) including support for caller ID.
Ground start analog trunks are supported via the IP Office Analog Trunk 16 Expansion Module.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 43
4th May 2005 - Issue 12t
IP Office Product Description
Internal Daughter Cards
Internal Daughter Cards are fitted inside the base module of the IP403, IP406 V1/V2 and IP412 platforms.
IP400 Office VC Module – 2/5/10/20/30
The Voice Compression Module (VCM) is used for Voice over IP (VoIP) applications in the IP403, IP406 and IP412
control units . Four VCM variants are available supporting 5, 10, 20 and 30 channels of compression. On IP Office Small Office Edition systems, either 3 or 16 VCM/VoIP channels are pre-built.
Up to two VCM's can be fitted to the IP412, the other control units support only a single VCM. The capacity of VCM
module supported also varies.
•
IP403 & IP406 V1: Support a single VCM5, VCM10 or VCM20.
•
IP406 V2: Supports a single VCM5, VCM10, VCM 20 or VCM30.
•
IP412: Supports any two from VCM5, VCM10, VCM20 and/or VCM30.
IP400 Internal Modem Card
An internal modem card with 12 modems was introduced with IP Office R3.0 to replace the existing Modem 2 card
to provide dial-up capacity that is better matched to remote access requirements of customers. The Internal
Modem card allows up to 12 simultaneous V.90 (56kbps) analog modem calls into the IP office.
•
The IP403 will support only up to 4 simultaneous modem connections.
•
The IP406 V2 and IP412 will support up to 12 connections.
•
This card is NOT supported on the IP406 V1, only on the new IP406 V2.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 44
4th May 2005 - Issue 12t
4. Terminals
Introduction to IP Office Terminals
Terminals are the natural focal point for the users of any telephone system. A communication platform may have
very sophisticated functionality, but without user friendly telephone sets much of this is hidden and thus unused by
the average user. All Avaya terminals are designed to ensure that features and functions are easily accessible to
the user ensuring that, through ease of use, the full benefits of the system are delivered to the desktop.
With release 3.0 Avaya is releasing a brand new series of terminal designed for exclusive use with the IP Office.
These terminals will be sold worldwide in every country that the IP Office is available. This terminal range consists
of both digital and IP terminals.
The newest range of IP Office worldwide digital phones: The newest range of IP Office worldwide IP phones:
•
5402 Terminal.
•
5601 IP Hardphone.
•
5410 Terminal.
•
5602 IP Hardphone.
•
5420 Terminal.
•
5602SW IP Hardphone.
•
5610 IP Hardphone.
•
5620 IP Hardphone.
In addition to the range of terminals above, the IP Office supports a wide range of dedicated digital phones. Some
of these phones are only available in certain geographical regions.
North America and CALA
EMEA and APAC
•
4406D Terminal.
•
4412D Terminal.
•
4424D Terminal.
•
4450 Unit.
•
TransTalk 9040 Wireless Handset.
•
3810 Wireless Handset.
•
Phones supported worldwide
(in addition to 5400 series above)
20DT DECT Cordless Handset.
IP Hardphones supported worldwide
(in addition to the 5600 series above)
•
2402 Terminal.
•
4602 IP Hardphone.
•
2410 Terminal.
•
4606 IP Hardphone.
•
2420 Terminal.
•
4610 IP Hardphone.
•
6408D Terminal.
•
4612 IP Hardphone.
•
6416D Terminal.
•
4620 IP Hardphone.
•
6424D Terminal.
•
4624 IP Hardphone.
•
XM24 Unit.
•
3616 Executive Wireless (WiFi) Phone.
•
EU24.
•
3626 Ruggedized Wireless (WiFi) Phone.
•
Analog Telephones/POTS*.
•
For maximum cabling distances please refer to Configurations and Factory Build Options.
•
Note: Not all terminals are available in all countries within a region. Please check for local availability.
•
Note: IP Office does not support SIP hardphones in R3.0 or earlier releases.
Display terminals employ an intuitive interface at the desktop for the user ensuring that the complex array of
features are simple to access. The result is a 'context sensitive' display that offers the user features appropriate to
the terminal's status and that visually prompts and assists the user in programming or using the terminal. The
result is reduced complexity for the user ensuring all features are easily accessible. This benefits the user and the
company by facilitating the use of features that improve communication, increasing efficiency and saving costs.
*Avaya does not guarantee that all analog phones will work in every region, however most analog phones will
work on the IP Office.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 45
4th May 2005 - Issue 12t
IP Office Product Description
20DT - DECT Cordless Handset
IP Office DECT Handset features include:
•
2 Independent User Profiles for ringer/volume settings.
•
36 Character LCD display.
•
5 Display Icons.
•
Intuitive Keys for driving the display.
•
Keys for volume control & off-hook.
•
Vibrating ringer.
•
10 Number Redial Store.
•
80 Number Local Phone Book.
•
Keypad lock.
•
9 tone ringer options.
•
Headset connection.
•
Automatic Answer Option (used with headsets).
•
10 hours talk time and 90 hours stand by time.
•
Lightweight, weighing less than 130gms.
•
Pocket size (dimension 143mm x 48mm x 26mm).
•
Connects to the IP Office via a DECT base station which connects using POT ports. See IP Office
DECT.
Option handset accessories include:•
A desktop charger.
•
An adapter cord for use with headsets.
•
Handset cover including a robust belt clip.
•
Heavy-duty belt clip.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 46
4th May 2005 - Issue 12t
4. Terminals
2402D Terminal
The 2402D supports the following features:
•
Can be used with either the IP Office or the Avaya Communication Manager
•
High-end feature set with productivity local call log & speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Adjustable Desk Stand - either desk or wall mountable.
•
Fully Global ready (Icons used to indicate fixed button functionality).
•
2-line x 24-character display with 2 programmable call appearance/feature keys.
•
IP Office offers only limited support for the 2402. The display on the 2402 is not supported on IP
Office. If full display functionality is needed Avaya recommends the 5402.
•
An additional 12 programmable feature keys can be accessed via the FEATURE key (not suitable
for call appearance features).
•
Listen-Only Speaker.
•
10 Fixed Feature Keys: Conference, Transfer, Drop, Redial, Speaker, Message, Hold, Mute, Volume Up &
Down, and Feature (to access 12 additional dial pad features).
•
The 5402 is Hearing Aid Compatible, has a Message Waiting Indicator that flashes when ringing.
•
Eight Personalized Ring Patterns.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 47
4th May 2005 - Issue 12t
IP Office Product Description
2410D Terminal
The 2410D supports the following features:
•
Can be used with either the IP Office or the Avaya Communication Manager.
•
High-end feature set with local call log and speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Investment protection with downloadable firmware.
•
12 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 6 matching the
6 physical display buttons).
•
Adjustable Desk Stand.
•
Fully Global ready (icons used to indicate fixed button functionality).
•
5 x 29 display.
•
Full-duplex speaker phone.
•
Large message waiting indicator.
•
Headset jack.
•
Local language customization (choice of languages for local phone menu).
•
Eight Personalized Ring Patterns.
•
Either desk or wall mountable.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 48
4th May 2005 - Issue 12t
4. Terminals
2420D Terminal
The 2420D supports the following features:
•
Can be used with either the IP Office or the Avaya Communication Manager
•
High-end feature set with productivity local call log and speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Investment protection with downloadable firmware.
•
Large screen 7 line x 29 character display.
•
24 Programmable call appearance/feature keys (arranged in 3 switchable display pages of 8
matching the 8 physical display buttons).
•
Adjustable Desk Stand.
•
Fully Global ready (icons used to indicate fixed button functionality).
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 49
4th May 2005 - Issue 12t
IP Office Product Description
3616 Executive Wireless Phone
The Avaya 3616 IP Wireless Telephone is designed for more general enterprise applications and uses a compact,
cell phone-like form factor.
The 3616 supports the following features:
•
Perfect for busy office environments.
•
Lightweight innovative design .
•
Simple to use.
•
802.11b standard-compatible.
•
Radio Frequency 2.4000 – 2.835 GHz.
•
Transmission type Direct Sequence Spread Spectrum (DSSS).
•
FCC certification Part 15.247.
•
Management of handsets via DCHP and TFTP.
•
Voice encoding G711.
•
Transmit Power 100mw peak, <10mW average.
•
Wired Equivalent Privacy (WEP), 40bit and 128 bit.
•
2x16 character alphanumeric, plus status indicators.
•
4 hours talk time and 80 hours standby.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 50
4th May 2005 - Issue 12t
4. Terminals
3626 Ruggedized Wireless Phone
The Avaya 3626 Wireless Telephone is designed specifically for use in commercial workplace applications. It is
extremely durable and has no moving parts, no external antenna, and no complex configuration menus. The
handset has a rugged, monolithic design that gives users a large earpiece to provide comfort and seal out
background noise.
The 3626 supports all of the features of 3616 with the following differences:
•
Designed for industrial environments.
•
Ruggedized durable design.
•
Push-to-talk (walkie-talkie) feature for broadcast communications between employees.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 51
4th May 2005 - Issue 12t
IP Office Product Description
3810 Wireless Handset
The 3810 supports the following features:
•
2-line, 32 character Handset Liquid Crystal Display (LCD).
•
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.
•
10 channels, supporting up to 10 simultaneous conversations.
•
Headset jack.
•
Ringer and Handset volume control.
•
User selectable ring type.
•
Vibrate alert.
•
Base Unit and Charger Unit.
•
Base station connects to an IP Office DS (Digital Station) port.
The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office (minimum release 2.0)
by connecting to a DS port. It offers the mobility inherent in a wireless telephone plus access to a number of
features and functionality of the connected communications system. The Avaya 3810 wireless telephone uses 900
MHz digital technology allowing a maximum range of 160 feet from the base station.
A maximum of 10 Avaya 3810 wireless sets can be connected to the same PBX.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 52
4th May 2005 - Issue 12t
4. Terminals
4406D Terminal
The 4406 supports the following features:
•
6 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down, Conference, Transfer, Redial.
•
2 x 16 Character Display.
•
Message waiting indicator.
•
Two-way handsfree speaker phone.
•
Hearing aid compatible.
•
Optional wall mounting/desk stand.
•
Connects to an IP Office DS (Digital Station) port.
Note that this terminal does not support integrated directory access on the IP Office.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 53
4th May 2005 - Issue 12t
IP Office Product Description
4412D Terminal
The 4412 supports all of the features of the 4406 with the following differences:
•
12 Programmable call appearance/feature keys with twin lamps.
•
12 Programmable feature keys without lamps (ie. not suitable for call appearance features).
•
4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), & Exit.
•
4 Display Soft Keys below the Display.
•
8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up/Down.
•
DSS port to support 2 DSS4450 adjuncts; Auxiliary power required.
•
2x24 Character Display.
•
Two-way handsfree speaker phone.
•
Optional wall mounting/desk stand.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 54
4th May 2005 - Issue 12t
4. Terminals
4424D Terminal
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 & Down.
•
4 Display Soft Keys below the Display.
•
4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), & Exit.
•
DSS port to support 2 DSS4450 adjuncts. Auxiliary power required.
•
2 x 24 character display.
•
Connects to an IP Office DS (Digital Station) port.
Note: Only ten 4424D+ telephones are supported on any single IP Office Digital Station 16 or Digital Station 30
Expansion Module.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 55
4th May 2005 - Issue 12t
IP Office Product Description
DSS4450 Unit
The DSS4450 works in association with the 4412D+ and 4424D+ telephones, each of which can support up to two
DSS4450 adjuncts.
Auxiliary power is required. Each DSS4450 provides an additional 60 programmable call appearance/feature keys
with twin lamps.
No more than two DSS4450 adjuncts are supported per IP Office module. That applies to the IP403 and Small
Office Edition control units with DS ports and to the Digital Station 16 and Digital Station 30 Expansion Modules.
Requires a power supply unit for the phone, power supply socket and must be used with the cables supplied.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 56
4th May 2005 - Issue 12t
4. Terminals
4601 IP Hardphone
The 4601 supports the following features:
•
Basic SLT (single line telephone) with no display.
•
2 Programmable feature keys with single lamps.
•
Message Waiting Indicator.
•
7 fixed feature buttons.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 57
4th May 2005 - Issue 12t
IP Office Product Description
4602 / 4602SW IP Hardphone
The 4602 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down,
Speaker, Voice Mail.
•
2 x 24 Character based Eurofont Display with 2 programmable call appearance/feature keys.
•
Message Waiting Indicator.
•
Call Monitor Speaker (not a speaker phone).
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
10/100 BaseT Ethernet port for connection to the IP Office.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Connects to IP Office via the LAN.
The 4602SW includes all of the above features plus an integrated Ethernet switch for PC connection.
•
Second full duplex 10/100 BaseT Ethernet port for PC pass through connection.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 58
4th May 2005 - Issue 12t
4. Terminals
4606 IP Hardphone
Though the IP Office still supports the 4606, Avaya no longer sells this phone. Customers are encouraged to use
the 4610 or 5610 with the IP Office.
The 4606 supports the following features:
•
6 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down, Conference, Transfer, Redial.
•
2 x 16 Character Display.
•
Message Waiting Indicator.
•
Full Duplex Speakerphone with Echo Cancellation.
•
G.711, G.722, G.723.1a, G.729a/B Voice CODECs.
•
QoS Options Of - UDP Port Selection, DiffServ And 802.1p/B.
•
10/100 BaseT Ethernet Connection to the IP Office.
•
Optional Integrated Ethernet Repeater Hub – for pass through connection of a PC via the phone.
•
Hearing Aid compatible.
•
Microsoft NetMeeting compatible.
•
IP Address Assignment - DHCP client or statically configured.
•
Infrared Port To Support Future Applications.
•
Downloadable Firmware for future upgrades.
•
Wall Mountable with a separate orderable stand.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 59
4th May 2005 - Issue 12t
IP Office Product Description
4610 IP Hardphone
The 4610SW supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
Message Waiting Indicator.
•
Full-duplex speaker phone.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
5 x 29 character (168 x 80 pixel 4-grayscale) display.
•
24 Programmable call appearance/feature keys (arranged in 4 switchable display pages of 6 matching the
6 physical display buttons).
•
IP Office Interactive menus can be invoked from appropriately programmed DSS keys, and these menus
will utilize the 6 programmable feature keys and the ‘Exit’ fixed function key.
•
Connects to IP Office via the LAN.
•
Second full duplex 10/100 BaseT Ethernet Switched ports for PC pass through connection
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 60
4th May 2005 - Issue 12t
4. Terminals
4612 IP Hardphone
Though the IP Office still supports the 4612, Avaya no longer sells this phone. Customers are encouraged to use
the 4610 or 5610 with the IP Office.
The 4612 supports all of the features of the 4606 with the following differences:
•
12 Programmable call appearance/feature keys with twin lamps.
•
4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
•
4 Display Soft Keys below the Display.
•
8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
•
2 x 24 Character Display.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 61
4th May 2005 - Issue 12t
IP Office Product Description
4620 / 4620SW IP Hardphone
The 4620 supports the following:
•
24 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 12 matching the
12 physical display buttons).
•
Automatically labeled from the system (no paper labels).
•
11 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down, Conference, Transfer, Hold,
Redial and Drop.
•
Large graphical gray-scale display (168 x 132 pixels).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
•
Socket for use with the EU24 expansion module.
•
7 Position adjustable desk stand/wall mount stand.
•
Infrared (IrDA) port.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
Connects to IP Office via the LAN.
•
Second full duplex 10/100 BaseT Ethernet Switched ports for PC pass through connection
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 62
4th May 2005 - Issue 12t
4. Terminals
4624 IP Hardphone
Though the IP Office still supports the 4624, Avaya no longer sells this phone. Customers are encouraged to use
the 4620 or 5620 with the IP Office.
The 4624 supports all of the features of the 4606 with the following differences;
•
24 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial,Hold, Volume Up & Down.
•
4 Display Soft Keys below the display.
•
4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 63
4th May 2005 - Issue 12t
IP Office Product Description
5402 Terminal
The 5402 supports the following features:
•
Can only be used on the IP Office or Small Office – these terminals will not function on any other Avaya
communications equipment.
•
High-end feature set with productivity local call log & speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Adjustable Desk Stand - either desk or wall mountable.
•
Fully Global ready (Icons used to indicate fixed button functionality).
•
2-line x 24-character display with 2 programmable call appearance/feature keys.
•
An additional 12 programmable feature keys can be accessed via the FEATURE key (not suitable
for call appearance features).
•
Listen-only speaker.
•
10 Fixed Feature Keys: Conference, Transfer, Drop, Redial, Speaker, Message, Hold, Mute, Volume Up &
Down, and Feature (to access 12 additional dial pad features).
•
The 5402 is Hearing Aid Compatible, has a Message Waiting Indicator that flashes when ringing.
•
Eight Personalized Ring Patterns.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 64
4th May 2005 - Issue 12t
4. Terminals
5410 Terminal
The 5410 supports the following features:
•
Can only be used on the IP Office or Small Office – these terminals will not function on any other Avaya
communications equipment.
•
High-end feature set with local call log and speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Investment protection with downloadable firmware.
•
12 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 6 matching the
6 physical display buttons).
•
Adjustable Desk Stand.
•
Fully Global ready (Icons used to indicate fixed button functionality).
•
5 x 29 display.
•
Hearing Aid Compatible.
•
Full-duplex speaker phone.
•
14 fixed feature keys, four softkeys.
•
Large message waiting indicator.
•
Headset jack.
•
Local language customization (choice of languages for local phone menu).
•
Eight Personalized Ring Patterns.
•
Either desk or wall mountable.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 65
4th May 2005 - Issue 12t
IP Office Product Description
5420 Terminal
The 5420 supports the following features:
•
Can only be used on the IP Office or Small Office – these terminals will not function on any other Avaya
communications equipment
•
High-end feature set with productivity local call log and speed dial directory.
•
Advanced user interface.
•
Reduced installation and move costs – no paper labels.
•
Investment protection with downloadable firmware.
•
Large screen 7 line x 29 character display.
•
24 Programmable call appearance/feature keys (arranged in 3 switchable display pages of 8 matching the
8 physical display buttons).
•
Adjustable Desk Stand.
•
Fully Global ready (Icons used to indicate fixed button functionality).
•
Large message waiting indicator.
•
Headset jack.
•
Hearing Aid Compatible.
•
9 Fixed feature keys below the display.
•
7 Display navigation keys (4 soft, 3 fixed).
•
Local language customization (choice of languages for local phone menu).
•
Eight Personalized Ring Patterns.
•
Either desk or wall mountable.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 66
4th May 2005 - Issue 12t
4. Terminals
5601 IP Hardphone
The 5601 supports the following features:
•
Basic SLT (single line telephone) with no display.
•
2 Programmable feature keys.
•
Message Waiting Indicator.
•
7 fixed feature buttons.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Hearing Aid Compatible.
•
Uses H.323 protocol.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 67
4th May 2005 - Issue 12t
IP Office Product Description
5602 IP Hardphone
The 5602 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
2 x 24 Character based Eurofont display with 2 programmable feature keys.
•
Message Waiting Indicator.
•
Call Monitor Speaker (not a speaker phone).
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Uses H.323 protocol.
•
Connects to IP Office via the LAN.
The 5602SW includes all of the above features plus an integrated Ethernet switch for PC connection.
•
Second full Duplex 10/100 BaseT Ethernet port for PC pass through connection.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 68
4th May 2005 - Issue 12t
4. Terminals
5610 IP Hardphone
The 5610 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
Message Waiting Indicator.
•
Full-duplex speaker phone.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
G.711, G.729a/b Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
5 line x 29 character (168 x 80 4-grayscale) display.
•
24 Programmable call appearance/feature keys (arranged in 4 switchable display pages of 6 matching the
6 physical display buttons).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Integrated 2 full duplex 10/100 BaseT switched Ethernet ports for connection to the IP Office and PC pass
through.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 69
4th May 2005 - Issue 12t
IP Office Product Description
5620 IP Hardphone
•
24 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 12 matching the
12 physical display buttons).
•
Automatically labeled from the system (no paper labels).
•
11 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down, Conference, Transfer, Hold,
Redial and Drop.
•
Large graphical gray-scale display (168 x 132 pixels).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
•
Socket for use with the EU24, 24 button expansion module.
•
7 Position adjustable desk stand/wall mount stand.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
Hearing Aid Compatible.
•
Uses H.323 protocol.
•
Integrated 2 full duplex 10/100 BaseT switched Ethernet ports for connection to the IP Office and PC pass
through.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 70
4th May 2005 - Issue 12t
4. Terminals
6408D Terminal
The 6408D supports the following features:
•
Desk/wall-mount.
•
Administrable handsfree operation.
•
2 line x 24 character display.
•
Speakerphone.
•
User administration.
•
Time/day default.
•
Adjustable display.
•
Ringer volume and tone.
•
8 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 71
4th May 2005 - Issue 12t
IP Office Product Description
6416D Terminal
The 6416 supports the following features:
•
Desk/wall-mount.
•
Administrable handsfree operation.
•
2 line x 24 character display.
•
Speakerphone.
•
Expansion module capable.
•
User administration.
•
Time/day default.
•
Adjustable display.
•
Ringer volume and tone.
•
16 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 72
4th May 2005 - Issue 12t
4. Terminals
6424D Terminal
The 6424 supports the following features:
•
Desk/wall-mount.
•
Administrable handsfree operation.
•
2 line x 24 character display.
•
Speakerphone.
•
Expansion module capable.
•
User administration.
•
Time/day default.
•
Adjustable display.
•
Ringer volume and tone.
•
24 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
•
Connects to an IP Office DS (Digital Station) port.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 73
4th May 2005 - Issue 12t
IP Office Product Description
EU24
The EU24 is an add-on unit that works in association with a 2420, 4620, 4620SW, 5420, 5620 and 5620SW. It
provides an additional 24 programmable buttons with associated display label and status icons. Only one EU24 per
phone.
Each IP Office DS module supports a maximum of two EU24 units only.
•
24 Programmable call appearance/feature keys.
•
Automatically labeled from the system (no paper labels).
•
Connects directly to the associated phone.
•
Requires a power supply unit (1151B1) for the phone, power supply socket and must be used with the
cables supplied.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 74
4th May 2005 - Issue 12t
4. Terminals
XM24
The XM24 is an add-on unit that works in association with a 6416 or 6424 display phone and provides an additional
24 programmable call appearance/feature keys with twin lamps. Only one XM24 per 6416/6424.
Each IP Office DS module supports a maximum of two XM24 units only.
•
Connects directly to the associated phone.
•
Requires a power supply unit (1151B1) for the phone, power supply socket and must be used with the
cables supplied.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 75
4th May 2005 - Issue 12t
IP Office Product Description
TransTalk 9040 Wireless Handset
The 9040 supports the following features:
•
2x16 character LCD display.
•
Intuitive Keys for driving the display.
•
10 feature Keys.
•
Vibrating ringer option.
•
Fixed Redial button.
•
Headset connection.
•
Belt clip.
•
3.5 hours talk time and 22 hours stand by time.
•
Lightweight, weighing less than 8oz.
•
Pocket size (dimension 6" x 2" x 1").
•
A desktop charger.
•
Headset option.
•
Base station connects to an IP Office DS (Digital Station) port.
Note: The 9040 requires the DRM-D (Dual Radio Module for TDL/DCP) for connectivity to DS ports. One radio
module can support two handsets in a common area. Site survey highly recommended.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 76
4th May 2005 - Issue 12t
4. Terminals
Analog Telephones/POTS
As well as providing a lower cost alternative to system specific terminals, analog terminals can still deliver a high
degree of functionality. They are particularly appropriate in applications where users are using Computer
Telephony (CT) for a high proportion of call control.
Uniquely, analog terminals that are compatible with caller display functionality can display the telephone number of
the calling party if available. Simple programming of IP Office can convert that numeric display in to the company
name associated with that number.
Feature activation by analog terminals is via short codes. IP Office is pre-programmed with a default set of short
codes but these can be changed to mimic a legacy telephone system as required.
Avaya would like to stress that although most analog phones will work on IP Office - Avaya cannot guarantee that
all analog phones in every region of the world will work on the IP Office.
•
Analog phones connects to IP Office via POT ports.
Compatibility with Interquartz Gemeni 9330-Av and 9335-AV Phones
Avaya SMBS have tested the new generation Interquartz Gemini analog sets with IP Office to ensure that set and
system are compatible. The Interquartz Gemini range offers a whole host of benefits to business users and homeworkers including Caller ID, hands-free and headset compatibility and are built to the highest standards, using
high-impact plastic casing, double injection moulded buttons and non-slip rubber feet.
The Gemini phones offer good value for money without compromising on quality. Their stylish new design and
rugged build quality are sure to make it a popular choice for buyers on a limited budget. For information contact
Interquartz at [email protected]
Key Features are:
•
•
Basic telephone 9330-AV
•
Visual Message Waiting Indication.
•
Locking mute button with LED indicator.
•
Last number redial.
•
Recall button.
•
Ringer volume adjust.
•
Ringer indicator light.
•
Wall mountable - no additional bracket required.
•
Hearing aid compatible.
CLI Feature phone 9335-AV
•
All features of 9330-AV.
•
Caller ID with 80 memories (shows date, time & new/repeat/answered/unanswered calls) .
•
Large 3 line LCD display.
•
100 name and number personal directory.
•
20 lockable direct access memories.
•
Full hands-free working.
•
Headset port.
•
Data port.
•
Switchable Time Break Recall 100 / 200 / 300 / 600 ms.
•
Call timer.
•
Alphanumeric keypad.
•
Last number redial with 5 memories.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 77
4th May 2005 - Issue 12t
IP Office Product Description
Digital Cordless Solutions (non VoIP)
Digit Cordless Solutions (non VoIP)
IP Office supports three wireless solutions:
•
TransTalk which is primarily for the North American market.
•
DECT which is primarily for the European market.
•
Avaya 3810 which is primarily for the North American market.
There is little doubt that in the business environment of today, telecommunications are a valuable source of
competitive advantage. It is clear that improved internal and external communications leads to increased
organizational efficiency, enhanced customer relationships and hence increased profitability. The primary objective
of IP Office's Onsite Mobility Solution is to improve communication with staff who, because of the function they
perform, are mobile within the workplace. Using cordless technology such individuals may be instantly contactable,
with many obvious benefits.
The cordless telephone is carried in the pocket, so users are not tied to the desk in order to remain in contact.
Users may be contacted instantly to ensure fast, accurate decision making and immediate response to problems.
The risk of endless telephone tag and missed, inaccurate, or old messages is negated. Almost all organizational
activities and staff functions can benefit from cordless communication, but those that will benefit most include:
•
•
Organizational Activities
•
Manufacturing and Production.
•
Warehousing.
•
Healthcare.
•
Retail.
•
Hotels and Hospitality.
•
Support Services.
•
Management.
Staff Functions
•
Maintenance Personnel.
•
Production and Warehouse Supervisors.
•
IT Support and Building Services Support.
•
Key Managers.
•
Security.
•
Guest Phones.
•
Sales Teams.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 78
4th May 2005 - Issue 12t
4. Terminals
IP Office DECT
IP Office DECT
Based on the Digital Enhanced Cordless Telecommunications (DECT) standard, IP Office's cordless system supports
the Generic Access Profile (GAP) standard designed to allow interoperability of handsets supplied by various
suppliers.
Delivering on site mobility for staff on the move, IP Office's DECT is a digital solution designed to integrate with
IP400 Office to provide roaming extensions on both IP Office and alternative vendors' PBXs.
There are two DECT options on IP Office: the Compact DECT Control Unit and the larger external DECT Control
Unit.
Compact DECT Control Unit
The Compact DECT Control Unit (CU) is a wall mounted central equipment unit that both incorporates a base
station and provides the control functions and interfaces to the IP Office system (or alternative PABX). The
Compact DECT CU solution supports a maximum of 8 cordless handsets and 7 DECT Base Stations (DBS) [1 Main
base station plus 6 repeaters]. The Compact DECT CU is connected to the IP Office control cabinet by 2 wire
analog extension ports and to a PC via a V24 control link enabling enhanced feature integration. The V24 control
link enables the IP Office system to offer sophisticated features on the DECT handsets thanks to the intelligent LAN
connection.
When connected to IP Office, the Compact DECT CU offers unique integrated features and continues to provide
many of the functions associated with fixed IP Office digital phones without confining users to their desks.
The Compact DECT CU can be deployed up to 300m from the IP Office system providing coverage of up to 600
meters, depending on building construction and local environment. The average radius coverage within buildings is
approximately 50m to 60m. The installation of the Compact DECT CU is very straightforward and simply requires a
connection to local power and the associated IP Office.
In an area with a requirement for high cordless densities the Compact DECT CU should be located centrally with
Repeater Base Stations being used to extend the coverage area over the site.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 79
4th May 2005 - Issue 12t
IP Office Product Description
Extending Compact DECT Coverage
The coverage offered by the Compact DECT CU can be supplemented by up to 6 DECT Repeater Base Stations.
The Repeater Base Station is able to offer an extension to the area serviced by IP Office's DECT system in a simple
and cost effective manner without the need to lay more cables.
Both Compact DECT CU and Repeater Base Station designs are very compact and may be installed out of sight
within false ceilings. Local power is required for the Repeater Base Stations.
As with the standard DECT Base Station, the Repeater Base Station offers seamless handover and roaming
enabling users to move freely between cells during calls over an extended area.
Each Repeater Base Station has a capacity of two simultaneous calls while the main Central Compact Base Station
supports 6 simultaneous calls.
Compact DECT control Unit and Repeater Base Stations
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 80
4th May 2005 - Issue 12t
4. Terminals
DECT Control Unit
The compact DECT solution provides smaller businesses with a highly functional entry-level cordless solution.
However, there are many organizations with requirements for larger and more scalable solutions.
The DECT Control Unit (DCU) is a wall mounted central equipment unit providing interfaces for a maximum of 128
handsets and 32 base stations meeting the requirements of larger customers. The DCU is mains powered and is
always supplied pre-configured with a power supply unit and intelligent motherboard. The DCU motherboard
contains the central processor function and provides interfaces for the connection of 8 DECT Base Stations (DBS)
as standard but can be extended, see below for details.
The installation of a maximum of 8 DECT Analogue Boards (DAB's) and a single Expansion Board (DEB), supporting
a further 8 DECT Base Stations (DBS's) is provided by the DCU motherboard. To support 128 cordless handsets
and 32 base stations, two DCU's are linked using two Link Cards.
Each cordless handset that is to be registered for use on the system requires a two wire analogue connection
through the host communications platform.
•
DECT Analogue Board (DAB)
The DAB boards contain 8 circuits for connection to two wire ports on the host communications platform.
These support MF or pulse dialing and Time Break Recall (hook flash)
•
DECT Expansion Board (DEB)
The DEB is an optional board fitted within the DCU providing support for a further 8 DECT Base Stations
(DBS) per cabinet, increasing the maximum number of supportable base stations to 16.
•
DECT Base Stations (DBS)
The radio base stations can be up to 2km's cable distance from the DCU and have coverage of up to 600
metres, depending on building construction and local environment. The average radius coverage within
buildings is approximately 50m to 60m.
•
Single 2 wire connections are required to each Base Station (using standard telephone cabling or
CAT5) making the installation very straightforward. Connection to each base station is from a
standard secondary socket.
•
As the base station takes power from the DCU, there is no need to provide local power to base
stations, again simplifying installation.
•
Each Base Station has a capacity of 4 simultaneous calls and, in areas of high traffic
concentrations, such as restaurants and small offices, multiple base stations may be deployed to a
maximum of 3, with further bank of 3 situated a minimum of 20 metres away.
•
The Base Station design is very compact and discrete (dimensions Length x Height x Depth =
100x100x36 mm) and maybe installed out of sight within false ceilings.
•
Seamless handover and roaming is supported by all Base Stations allowing users to move freely
between cells during calls, based on effective deployment.
DECT Comparison
Feature
Compact DECT
DECT Control Unit
Maximum handsets
8
128
Maximum base-stations
1
32
Maximum repeaters
6
32
Total base-stations/repeaters
7
64
Maximum simultaneous calls
6
128
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 81
4th May 2005 - Issue 12t
IP Office Product Description
DECT Feature Integration
Given the degree of integration available to cordless users with DECT, there are a variety of means by which calls
can be routed to cordless handsets:
•
DDI/DID
Since each cordless handset is an extension on the IP Office system calls may be routed directly using a
DDI/DID number.
•
Transfer
Calls may be transferred to DECT extensions by operators or other extension users and DECT extension
users may transfer callers to any other extension user.
•
Group working
Cordless handsets may be programmed as members of groups and attract calls in the same manner as any
other extension within that group. DECT handsets must NOT be configured into collective groups.
•
Divert destination
Users may initiate any or all diverts from an Avaya desk phone to a cordless handset.
Features available through the CTI DECT license
•
Desktop and Mobile Handset Twinning - The desktop and DECT handset can be synchronized to logically
act as a single unit. Calls presented to the desktop phone will simultaneously be presented to the DECT
handset. When either device is busy any further calls presented will receive busy tone or be rerouted to
the relevant divert on busy destination which may be Voice Mail if configured. The integration of the
devices extends beyond status information to incorporate more detailed feature integration including the
simultaneous presentation of voice mail indication.
•
Other advanced features - Cordless users require many of the standard, as well as advanced, functions
available to users of Desktop handsets. All terminal users, including mobile, have access to the system
codes on IP Office and are therefore able to benefit accordingly. However, IP Office offers a number of
enhanced features in conjunction with both cordless options detailed above. The variety of features
addresses the needs of even the most sophisticated user. These enhanced functions include:
•
CLI/ANI Presentation or associated name
•
Voicemail Message Waiting Indication
•
Intuitive Voice Mail Access
•
Call Waiting Indication
•
Presentation of Calling/Called Party Identity
•
Access to both Internal & External Directories for simplified dialing
•
Parallel ringing, vibration support and user definable ring cadence with a fixed phone (twinning).
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 82
4th May 2005 - Issue 12t
4. Terminals
TransTalk
Introduction to TransTalk
Avaya's TransTalk 9040 system delivers the benefits and accessibility of a wireless phone with all the power and
functionality of a wired desk telephone.
The TransTalk 9040 is an in-building wireless system that provides a mobility solution up to a 900' range from the
Digital Radio Module (DRM) depending on environment.
An outdoor enclosure is also available, allowing the mounting of up to 2- DRMs per Outdoor Box outside the
building for extended coverage. All DRMs must be connected together with the provided Sync. Cable. Longer
cables for Outdoor Box to Outdoor Box DRM cabling are available.
Avaya's TransTalk 9040 solution integrates fully with IP Office. The DRM connects directly to the Digital Station
port on IP Office, users have the same call-handling flexibility and control that they have with their desk
telephones, combined with the mobility of a wireless system.
A built-in headset connection for true "hands-free" mobility and increased productivity is included with all
TransTalk handsets
With the TransTalk 9040 system's 4-line display capability, users can set priorities and handle calls more effectively
helping to improve productivity and customer service. Caller ID and message waiting notification are readily
available, so that employees will be accessible anytime, anywhere.
TransTalk uses the 902 to 928 MHz ISM (Industrial, Scientific, and Medical) band. Unlike some other in-building
wireless systems, there are no airtime charges with TransTalk, and no license is required. TransTalk uses digital
radio technology and spread-spectrum frequency hopping to provide extremely secure wireless communications.
The TransTalk family (Two 9040 Voice Terminals with DRM)
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 83
4th May 2005 - Issue 12t
IP Office Product Description
9040 TransTalk Phone
The TransTalk 9040 Wireless Telephone
•
Voice Quality - The TransTalk handset:
•
Provides full-duplex voice transmissions, using ADPCM (Adaptive Differential Pulse Code
Modulation) to provide the digital encoding
•
Applies a highly sophisticated "companding" feature to transmissions, which helps cancel out
background noise (also known as "white noise")
•
Noise Cancellation/Sound Enhancement - Noise Cancellation/Sound Enhancement helps workers in noisy
environments, such as a manufacturing line.
•
Test Mode - The TransTalk 9040 test mode functionality can be used to actually measure radio reception
eliminating, in many cases, the need for RF meters and range estimates. This special capability is patented
and is used to:
•
Determine proper module station placement
•
Ensure optimal system performance
•
Ensure optimal customer satisfaction.
•
Vibrator Alert - The 9040 handset provides a vibrator alert feature as an alternative, or in addition to, an
audible ringing tone.
•
Redial Button - A fixed Redial button is provided to facilitate repeated calling attempts.
TransTalk 9040 Voice Terminal Attributes
Each TransTalk 9040 includes one standard battery and a charging cradle and power supply that connect to
standard AC power. The charging cradle will charge the handset battery and an optional spare battery pack that
may reside in the cradle's spare battery garage. See also TransTalk 9040 Wireless Handset.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 84
4th May 2005 - Issue 12t
4. Terminals
Battery Charging
Each TransTalk 9040 handset comes with its own charging cradle. The TransTalk's charging cradle will charge both
a battery in a handset and an optional spare battery (if purchased) in the charger's spare battery compartment.
Because the charger is upright, the TransTalk phone display is clearly visible when sitting at your desk; so
incoming calls can be visually screened.
With the fast-charging battery capability built into both the handset cradle charger and the spare charger, batteries
charge fully in only 1.5 hours. With each charge:
•
Batteries are discharged and recharged, which eliminates the memory effect that reduces battery life (the
spare is automatically reconditioned; the handset battery is reconditioned in the cradle if manually
selected).
•
Users get 3.5 hours of talk time, and 22 hours of standby time.
•
Users can continue to screen calls because the upright position keeps the display clearly visible.
•
In addition, an optional extended-use battery provides 8 hours of talk time and 72 hours of standby time.
When batteries are recharged repeatedly without first being fully discharged, they can lose the ability to provide
the output voltage for the full time for which they were designed. This phenomenon is called the "memory effect."
The TransTalk's charging cradle includes the capability to provide a deep discharge phase prior to charging in order
to eliminate this failing. Although the NiMH batteries used for the TransTalk are described as being highly resistant
to the memory effect, the charging cradles provide the deep discharge as a precaution.
The charging cycle for the spare battery always includes a deep discharge of the battery (a ½ hour process) and
then a one-hour full re-charge. The charging cycle used for the battery in the handset is user selectable, and can
optionally bypass the deep discharge phase, thereby allowing a full charge in one hour.
Capacity
The TransTalk 9040 handset has a backlit four-line display, incorporating icons for line and feature access and
status. The display includes:
•
A 2 x 16 character alphanumeric display capability for internal called and calling party information, and
external called number display
•
The capability for external Caller ID, if the network supports it.
•
Access to either 10 lines/intercoms/feature buttons with physical appearances on the handset display
TransTalk 9040 Accessories
•
Carrying Clip and Lanyard
A belt/pocket clip has been designed into the 9040 handset for ease of carrying and access. The clip is
built into the back of the handset and is removable. A lanyard (wrist strap) is also included with the
TransTalk handset for easy carrying.
•
Replaceable Antenna
The antenna on the handset is user replaceable. A customer-replaceable antenna is available in the event
of breakage.
•
Holster Option
Leather holsters are optionally available for the 9040 TransTalk. These holsters are available in black.
•
Headset Option
There is a 2.5mm headset jack that allows headset support and integration. Two types of headsets are
now available for the 9040 TransTalk, making hands-free operation possible. The Supra headset is an
over-the-head model, while the Radium model merely hangs over the user's ear. A special adapter cord
allows the use of the headsets' "quick-disconnect" cords.
•
Security
The TransTalk telephone system uses digital rather than analog radios. Digital radio transmissions are very
difficult, if not impossible, to monitor.
•
The TransTalk system also uses "spread spectrum frequency hopping," a design that has each
radio/handset combination constantly changing transmit-receive frequencies within the 150
available channels. Since each conversation is constantly switched throughout the range of
channels, conversations cannot be monitored.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 85
4th May 2005 - Issue 12t
IP Office Product Description
Avaya 3810
Avaya 3810
Avaya's 3810 wireless handset delivers the benefits and accessibility of a wireless phone with all the power and
functionality of a wired desk telephone.
The Avaya 3810 is an in-building wireless system that provides a mobility solution up to a 160 feet range from the
Digital Base Module depending on environment. The peak power for this unit is 60mW for transmissions.
Avaya's 3810 solution integrates fully with IP Office. The base station connects directly to the Digital Station port
on IP Office, users have the same call-handling flexibility and control that they have with their desk telephones,
combined with the mobility of a wireless system.
A built-in headset connection for true "hands-free" mobility and increased productivity is included with all Avaya
3810 handsets
With the system's 2-line display capability, users can set priorities and handle calls more effectively helping to
improve productivity and customer service. Caller ID and message waiting notification are readily available, so that
employees will be accessible anytime, anywhere.
The Avaya 3810 uses the 902 to 928 MHz ISM (Industrial, Scientific, and Medical) band. Unlike some other inbuilding wireless systems, there are no airtime charges, and no license is required. This handset uses digital radio
technology and spread-spectrum frequency hopping to provide extremely secure wireless communications.
The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office (minimum release 2.0)
and Magix (minimum release 3.0). It offers the mobility inherent in a wireless telephone plus access to a number
of features and functionality of the connected communications system.
The Avaya 3810 wireless telephone uses 900 MHz digital technology allowing a maximum range of 160 feet from
the base station.
A maximum of 10 Avaya 3810 wireless sets can be connected to the same PBX, Site Planning rules do apply,
please refer to installation guide available from the following web site: http://www.avaya.com/support and then
select
•
Product Documentation
•
Telephone Devices and User Agents
Full documentation is also contained within the package.
The 3810 provides the following features:
•
2-line, 32 character Handset Liquid Crystal Display (LCD).
•
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.
•
10 channels, supporting up to 10 simultaneous conversations.
•
Headset jack.
•
Ringer and Handset volume control.
•
User selectable ring type.
•
Vibrate alert.
•
Base Unit and Charger Unit.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 86
4th May 2005 - Issue 12t
4. Terminals
Hardware
The Avaya 3810 is ordered as a single unit containing:
•
Base Unit.
•
Handset.
•
Telephone Cord.
•
Base Unit Power Supply Adapter.
•
Charging Stand Power Supply Adapter.
•
Rechargeable Battery.
•
Belt Clip.
•
Charging Stand.
•
User & Installation Guide.
•
Wall Plate Adapter.
•
Voice Quality - The 3810 handset:
•
Provides full-duplex voice transmissions, using ADPCM (Adaptive Differential Pulse Code
Modulation) to provide the digital encoding
•
Applies a highly sophisticated "companding" feature to transmissions, which helps cancel out
background noise (also known as "white noise")
•
20 Number Memory - The 3810 can store up to 20 phone numbers for quick and easy speed dialling
•
Vibrator Alert - The 3810 handset provides a vibrator alert feature as an alternative, or in addition to, an
audible ringing tone.
•
Redial Button - A fixed Redial button is provided to facilitate repeated calling attempts.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 87
4th May 2005 - Issue 12t
IP Office Product Description
Avaya 3810 Voice Terminal Attributes
Each 3810 includes one standard battery and a charging cradle and power supply that connect to standard AC
power. The charging cradle will charge the handset battery and an optional spare battery pack that may reside in
the cradle's spare battery garage.
Battery Charging
Each Avaya 3810 handset comes with its own charging cradle. The charging cradle will charge both a battery in a
handset and an optional spare battery (if purchased) in the charger's spare battery compartment. Because the
charger is upright, the phone display is clearly visible when sitting at your desk; so incoming calls can be visually
screened.
With the fast-charging battery capability built into both the handset cradle charger and the spare charger, batteries
charge fully in only 6 hours. With each charge:
•
Batteries are discharged and recharged, which eliminates the memory effect that reduces battery life (the
spare is automatically reconditioned; the handset battery is reconditioned in the cradle if manually
selected).
•
Users get 10 hours of talk time, and 4 days of standby time.
•
Users can continue to screen calls because the upright position keeps the display clearly visible.
•
In addition, an optional extended-use battery provides 12 hours of talk time and 8 days of standby time.
The unit supports a hot swap option – in the middle of a call a user can take out an old battery and put in
the new charged battery as long as the swap is accomplished in 20 seconds or less.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 88
4th May 2005 - Issue 12t
5. Telephony Functions & Call Handling
Telephony Functions & Call Handling
For most businesses the telephone remains the prime means of contact with customers, prospects, suppliers and
colleagues alike. IP Office provides a comprehensive telephony feature set to enable a fast, courteous and efficient
response to a telephone call which can make the difference between winning and losing business.
Features such as CLI/ANI display and alpha tagging allow employees to see who is calling and why before they
pick the handset up. Client information can even be 'popped-up' on the user's PC.
For those who are not tied to a desk, Wireless handsets offer mobility around the office. For those out of the
office, be it on the road or working from home, comprehensive and easy to use call forwarding and following
facilities and remote access server software allow them to remain in telephone contact and access centralized
resources at all times.
Incoming calls can be efficiently handled using either Direct Dialing (DDI/DID) or dedicated operators. For out of
hours calls or times when you just can't take calls, IP Office provides voicemail and optional Auto-Attendant
services.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 89
4th May 2005 - Issue 12t
IP Office Product Description
Extension Features
Feature / Handset Compatibility
4406D 4412D 4424D 4602 4606 4612 4601, 46xx, 4624 6408D 6416D 6424D 2402, 24xx, POT CLI
5601 56xx
5402 54xx
POT
Absent Text
!
!
!
!
!
!
!
!
!
!
!
!
!
Account Codes
!
!
!
!
!
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!
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Auto-Answer
!
!
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Automatic Call
Distribution
!
!
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BLF
!
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Bridged
Appearance
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Call Appearance
!
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Call Barring
!
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Call Coverage
!
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!
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Call Forwarding
!
!
!
!
!
!
!
!
!
!
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!
!
!
Call History
!
!
!
!
!
!
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Call Intrude
!
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Call Park
!
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Call Pickup
!
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Call Queue
!
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Call Steal
!
!
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Call Timer
!
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Call Transfer
!
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Call Waiting
!
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!
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Callback
!
!
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!
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Caller Display
!
!
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!
Clear Call Waiting
!
!
!
!
!
!
!
Conference Calls
!
!
!
!
!
!
Dial Emergency
!
!
!
!
!
Dial On Pickup
(Hotline)
!
!
!
!
Directory Access
!
!
!
Distinctive Ringing
!
!
!
!
Do Not Disturb
!
!
!
" Exceptions
!
!
E911
!
Extension
Password Change
!
Follow Me Here
Follow Me To
!
!
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Forward on Busy
!
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!
!
Forward on No
Answer
!
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Forward to
Specified Number
!
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Forward
Unconditional
!
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!
!
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
!
Page 90
4th May 2005 - Issue 12t
5. Telephony Functions & Call Handling
4406D 4412D 4424D 4602 4606 4612 4601, 46xx, 4624 6408D 6416D 6424D 2402, 24xx, POT CLI
5601 56xx
5402 54xx
POT
Group In/Out
!
!
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Group Paging
-Make
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Handsfree Speech
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Headset capability
!
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Hold
!
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Hot Desking
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Hot Transfer
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Least Cost Routes
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Line Appearance
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Lock
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Login
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Message
!
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Message Waiting
Light
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Monitor Calls *
!
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Multi-language
!
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Mute
!
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Night Service
!
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On Hook Dialing
!
!
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Park
!
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Personalized Ring
!
!
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!
!
!
Queuing a
Transferred Call to
a Busy extension
!
!
!
!
!
!
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!
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!
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!
!
!
Record a Call
!
!
!
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!
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!
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Redial
!
!
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!
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!
!
!
!
!
Relay
On/Off/Pulse
!
!
!
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!
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!
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Meet me
Conference
!
!
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!
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!
!
!
!
!
!
Ring Back When
Free
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
- Receive
!
!
!
!
Self Administer
Soft Key Labelling
!
!
!
!
!
Speed Dialing
!
!
!
Suspend Call
Waiting
!
!
!
Suspend/Resume
!
!
Time/Date
!
Toggle Calls
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
Voicemail Collect
!
!
!
!
!
Voicemail On/Off
!
!
!
!
!
Voicemail
Ringback On/Off
!
!
!
!
Volume
Adjustment
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
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!
!
!
!
!
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!
!
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!
!
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!
!
!
!
!
!
!
!
!
!
!
*Notes: IP Phones can monitor calls but they cannot be monitored from another extension.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 91
4th May 2005 - Issue 12t
IP Office Product Description
Absent Text
Allows a user to set an absent statement that will be displayed on the internal callers terminal as well as on Phone
Manager and SoftConsole. The system has 10 pre-configured messages as well as the ability to customize text.
Call Coverage
Known as covering extensions, Call Coverage allows an extension to act as an answering point for another user's
call. This is typically used in Personal Assistant / Manager environments.
Call Forwarding
This is the ability to forward a user's calls to another extension or external number such as a Mobile/Cell Phone.
Calls can be forwarded when there is no answer, when the extension is busy or for all calls. A user can
enable/disable forwarding from their terminal, via the Phone Manager application or through Voicemail Pro.
If the user is also a member of a hunt group, they can separately control forwarding of their Hunt Group calls,
thereby allowing them to choose whether to be presented with hunt group calls or not. This can be particularly
useful in a sales environment where a number of people may be out of the office on Mobile/Cell Phones and still
participate in the hunt group as if in the office.
Call Hold
A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back to
the extension after a period.
See also Call Park.
Call Intrude
The Call Intrude feature allows a user, if permission is given, to join an existing conversation whether this is an
internal or external call.
A user with the "Can Intrude" option can join a call on any extension on the system however, a User with "Cannot
be Intruded" setting would prevent others from joining their call.
Call Park
As an alternative to placing a call on hold a call can be parked in the system to be picked by another user.
The call park facility is available through the user's telephone, Phone Manager, Windows Operator Console and
Busy Lamp Field applications. In default there are four system park areas, identified by Park IDs 1, 2, 3 or 4 which
can be accessed from any extension. Additionally users can create their own personal or group Park IDs.
Consequently, an unlimited number of parked slots can be set up for a specific user, for a department or for the
entire organization.
After a period the parked call is re-presented to the extension that originally parked the call.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 92
4th May 2005 - Issue 12t
5. Telephony Functions & Call Handling
Call Pickup
Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include:
Pick up any call ringing on another extension.
Pick up a Hunt Group call ringing on another extension. The user must be a member of that Hunt Group.
Pick up a ringing call at a specified Extension.
Pick up any call ringing on another extension that is a member of the Hunt group specified.
Call Steal / Acquire Call
The Call Steal facility allows a user to take over (steal) the call, from another extension. This function is useful
when you want to catch a call you have just missed, e.g. that has been diverted to voicemail. The RECLAIM
function in the Phone Manager application also performs this function.
Call Transfer
Call Transfer allows another party to be placed on hold and transferred to another destination number.
If the phone is put down before the destination has answered, the original caller will be automatically transferred.
This is called a Blind Transfer.
A transferee can alternatively wait for the destination to be answered before hanging up to complete the transfer.
This is called a Supervised Transfer.
There is no differentiation between internal and external calls (other than ringing sequence) so it's just as easy to
transfer a call to extension 201 as to a mobile/cellular telephone.
Call Waiting
If a user is busy on a call they can chose to have another call wait for them until they become free. The user will
be made aware that a call that is waiting for them by a call waiting tone and, by using Phone Manager, they will
receive additional information to assist them to decide which conversation they wish to continue with.
The user may:
•
Ignore the Call Waiting.
•
Disable Call Waiting for the duration of this call.
•
Clear the current call and pickup the waiting call.
•
Place the current call on hold and pick up the waiting call.
•
Suspend the current call into the specified park slot and pick up the waiting call.
•
Pass the call to voicemail.
•
Send all calls to voicemail.
Clear Call Waiting
Similar to hold call waiting, Clear Call Waiting is a compound feature that clears an existing call and answers the
waiting call.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 93
4th May 2005 - Issue 12t
IP Office Product Description
Conference Calls
Calls can be placed on hold and a conference created using either the phone or desktop applications. Additional
conference members may be added up to a maximum number of 64 members.
•
The Small Office Edition supports a single 3-way conference.
•
The IP403 and IP406 V1/V2 systems can support one conference of 64 calls or multiple conferences of up
to 64 parties, e.g. 21 conferences of 3 calls each.
•
The IP412 has two 64-party conference circuits giving either 2 x 64-party or 42 x 3-party capacity.
•
Notes: Only two analog trunks are permitted in any single conference. IP401 supports a single 3-way
conference.
Dial On Pickup
Automatically dials a specified extension when the phone is taken off hook. Alternatively called 'HotLine'. This
facility is commonly used in unmanned reception areas to allow visitors to easily gain assistance.
Directory
The Directory is a list of up to 1000 numbers and associated names stored centrally in the system. A Directory
Entry can be used to label an incoming call on a caller display telephone or on a PC application. The Directory also
gives a system wide list of frequently used numbers for speed dialing via Phone Manager or a display terminal.
For example "Head Office" can be displayed when a known CLI/ANI is received. A user can also select "Head
Office" in the Directory List in Phone Manager or on the display terminal Directory to speed dial this number. IP
Office's Directory is LDAP (Lightweight Directory Access Protocol) compliant which allows it to be synchronized with
the information on any LDAP server. A maximum of 500 records can be retrieved by this method.
Distinctive Ringing
It is possible for an analog telephone to ring in 11 different styles. By default three of these styles are used for
"External Calls", "Internal Calls", and "Ring Back Calls".
With release 3.0 the ability to have three different styles (not 11) of ringing is being introduced to all the Digital
and IP phones supported by IP Office. Note that different “styles” refers to the ring cadence – the sequence of
long, short rings and the length of paused in between. The frequency of the ring (the actual tone of the ring) is
determined by the terminal in question – different terminals will have different frequency capabilities.
Do Not Disturb
This is the ability to temporarily stop incoming calls to a user's telephone. It will prevent the user from receiving
Hunt Group calls and give direct callers either Busy or Voicemail if available. This feature can be enabled/disabled
from the phone or via the Phone Manager application.
If specific numbers, internal and external, are required to override Do Not Disturb these can be added to the User's
exception list.
Enhanced Intrusion (Whisper Page)
This capability enables selected parties to intrude on calls that are already in progress. The intruding party intrudes
on the existing call and all parties hear a tone. The speech path is enabled between the intruding party and the
called extension, the other party is forced onto hold and will not hear the conversation. On completion of the
intrusion the called party speech path is reconnected to the original connected party. The feature is enabled or
disabled on a per user basis through the Manager application.
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5. Telephony Functions & Call Handling
Follow Me
The Follow Me To facility allows a user to take their calls from another location, whether this is an internal or
external number. This feature can be set at the user's extension or via the Phone Manager application.
The Follow Me Here facility allows a user to take their calls from another extension. This feature can be set at
the destination extension.
In both cases, if the redirected call receives busy tone or is not answered then the call behaves as though the
user's extension had failed to answer and will follow the user's Forward settings.
Handset Dial By Name
Allows a user to look-up another user by spelling their name on the display terminals numeric keypad and then
establish the call.
Hot Transfer
Hot transfer is the ability to transfer a call without personally answering the call. A user can perform a Hot Transfer
via a PC application, for example, Phone Manager. This will display information regarding the caller, which may
assist the user to decide who to pass the call on to. The extension receiving the transferred call will be informed,
via Caller Display, where the call was transferred from and pass on any available information regarding the original
caller.
Hold Call Waiting
Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an
existing call and answer a waiting call through a single feature.
Login
A contact center agent function, login is required before the agent is able to make or receive calls from that
terminal. A login idle period can be specified which will dictate how long an extension can be idle before the user is
automatically logged off, ensuring that an extension is not left logged in and unmanned.
Meet-Me Conference
Also known as a conference bridge, this facility allows users to dial into a pre-configured conference set up by the
system administrator.
Voicemail Pro provides a pre-configured facility to allow callers to be routed to a conference. This provides added
security through the use of Passwords and time/date checking. For more information on conferencing, refer to IP
Office Conferencing Solution.
•
Notes: Only two analog trunks are permitted in any single conference.
Monitor Calls
A user can monitor, i.e. listen in, on Hunt Group calls. The user must be a member of the Hunt Group to be
monitored. If a User has Cannot Be Intrude feature programmed, their calls cannot be monitored. IP phones
cannot be monitored.
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IP Office Product Description
Ring Back When Free
If an extension is busy and the user wants to be informed when the extension becomes free, the system will ring
the user's telephone and give the appropriate Caller Display information to advise that the destination is free.
When the telephone is picked up a call will be automatically made to the extension. This capability can be set via
Short Code, Button Programming, or Soft keys. When accessed via Soft keys, the Display will provide options of
Call Back when Free and Auto Call Back.
Relay On/Off/Pulse
IP Office is fitted with two independent relay switches for controlling external equipment such as door entry
systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or pulsed as
required. Control of switches is also accessible via Phone Manager Pro, SoftConsole and Voicemail Pro.
Suspend/Resume
Suspend/Resume are only available on certain exchanges/Central Offices supporting this ISDN feature. When
suspended the call is held at the local exchange freeing the ISDN channel for another call. Resume reconnects to
the held call.
Suspend Call Waiting
Suspend Call Waiting is a compound feature that will hold a call and answer a waiting call. See 'Suspend/Resume'
above.
Toggle Calls
Toggle Calls cycles round each call that is On Hold locally within the system. This does not include those
Suspended at the Local Exchange or Central Office.
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5. Telephony Functions & Call Handling
System Features
Account Codes
Account Codes allow a system to track calls. For example, a lawyers' office may wish to record the amount of time
spent on calls to a client. Each client is given an Account Code and that code is used when making a call. This
Account Code is then recorded with the call information in the call logger. Incoming calls from the client can be
assigned Account Codes automatically using the CLI/ANI, via Phone Manager or a digital/IP display terminal. To
ensure that every call to this client is recorded a user can be forced to use an account code when making an
external call. Account codes can be either forced or voluntary but must be pre-registered within the IP Office
system.
Automatic Call Distribution (Hunt Groups)
A Hunt Group is a collection of users handling similar types of calls, e.g. a sales department. An incoming caller
wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are
members of the Hunt Group.
Four modes of call presentation are supported
•
Hunt mode / Linear mode:
One extension at a time sequentially.
•
Group mode:
All extensions simultaneously.
•
Rotary mode / Circular mode:
Start with extension next in list to extension that was used last time.
•
Idle mode / Most Idle mode:
Start with extension with the longest idle time.
If all extensions in the Hunt Group are busy or not answered, another Hunt Group, called an Overflow Group, can
be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being passed
to the Overflow Group.
Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service.
In Night Service calls are presented to a Night Service Group. This can be controlled automatically by setting a
time profile which defines the hours of operation of the main group or manually using a handset feature code.
The Out of Service mode is controlled manually from a handset. Whilst in this mode calls are presented to the Out
of Service group
Voicemail can also be used in conjunction with Hunt Groups to take all group related messages, play an
announcement when the Hunt Group is in Night Service or Out of Service mode and give announcements while a
call is held in a queue.
The voicemail functionality is being enhanced in R3.0 – a broadcast option provided. This feature will alter the
operation so that the message notification will only be turned off for each hunt group member when they retrieve
the message.
Bridged Appearance
A Bridged Appearance is a copy of one of another User’s Call Appearances, it can be used to make or receive calls
on behalf of the owner of the Call Appearance. An example of use: boss / secretary working, so the secretary can
screen the bosses calls.
Call Appearance
If the system is to be used as a Key system (please see features Multi-Line and Key System) the IP Office provides
a call Appearance button. A Call Appearance represents the User's presence on the system, the number of call
appearance buttons dictates the number of calls on the system the User can have directed to them. When all of a
User's Call Appearance buttons are in use (not Idle) the User is considered to be Busy and no further calls can be
routed to them. Used for Internal, External DDI/DID and feature (VM etc) calls.
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Call Barring
It is possible to bar or allow calls to certain numbers such as international numbers or premium rate numbers for
individual users or on a system wide basis.
Call Coverage
Call Coverage keys are used to be able to answer calls on behalf of another user, the call will ring at the Covered
User’s terminal for a configurable amount of time then on all terminals with a Call Coverage key for them. For
example in a sales department, team members will have dedicated lines but if they are unable to answer the call
will ring on the Call Coverage keys of all the team after the set time.
Caller Display
Caller Display uses the CLIP (Caller Line Identification Presentation) or ANI (Automatic Number Identifier) passed
by the Telephone Company via the trunk line. For caller display on analog phones CLIP/ANI is converted to the
analog version of the call display service. CLIP/ANI is also used by IP Office's PC programs such as Phone Manager
and the PC TAPI interface. Thus users can see the telephone number of the person calling. Extensions can be
configured to enable or disable Caller Display.
The Directory feature is used to assign names to recognized numbers.
Dial Emergency
Allows any user to dial a short code to override call barring and dial the emergency services.
External Control Port
The door release mechanism on the unit consists of two relay switches which can be either normally open,
normally closed, pulsed open or pulsed closed.
The External Control Port switches are used to trigger/control purpose built door release equipment which is
supplied by a third party. All that needs to be done is to wire the trigger/control output of the third party device to
the appropriate External Control port pins. The relay switch action is activated by use of a short code, Phone
Manager, SoftConsole or Voicemail Pro action.
E911
A USA specific service. Upon connection to emergency services IP400 provides calling party information to an
external line interface unit. The external unit carries out a number to text translation and forwards this to the
emergency services bureau so that the originating location of the call can be unambiguously identified.
Group Paging
A group of users can be placed within a paging group for the purpose of receiving voice announcements via the
speaker of their digital telephone when idle. IP Office also allows POT ports to be configured for connection to
external tannoy or paging systems. With Release 2.1, IP phones are now able to be part of a paging group.
Hold Music
The system supports both internal and external music on hold. The internal source uses a WAV file of up to 30
seconds length. WAV files are industry standard making it simple to change the music to meet the customers
needs. External music on hold devices connect to the 3.5mm Audio socket located on back of all IP Office control
units.
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5. Telephony Functions & Call Handling
Hot Desking
Hot Desking allows a number of users to use the same extension. Each user logs in as themselves so they can
access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can
be provided with a telephony and Voicemail service without being permanently assigned a physical extension.
Incoming Call Routing
Traditionally incoming calls used to be presented to an Operator who then decided where to pass the call. The IP
Office supports intelligent call routing capable of making routing decisions based on a number of criteria. The
system currently supports routing based on, the calling parties telephone number or CLI/ANI (This could even be
part of the number received such as an area code), routing based on presentation digits from the exchange such
as DDI/DID or ISDN MSN, routing based on sub-address and routing based on the service type i.e. Voice Call, Data
Call, etc. It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be
handled differently depending on which part of the country the call is originating from.
Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative routing
for an incoming call based on 'time of day' and 'day of week' criteria.
Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination.
This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs.
Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This
priority level is used to determine a calls queue position in place of simple arrival time.
•
Note: Calls that are ringing a free extension are not considered queuing and are not effected by a high
priority call joining a queue.
Intrusion Warning Tone
This is a system wide setting that enables or disables warning tones played to users that are being intruded upon.
Key & Lamp Operation
With R3.0, IP Office offers a full range of Key and Lamp features (see Line Appearance, Call Appearance, Call
Coverage). As the features require a terminal with buttons and LED's or LCD displays the features are only
supported on certain terminals in the vast range of endpoint devices supported on the IP Office.
Terminals that support the following features are:
•
44xx series.
•
64xx series.
•
46xx series (except for 4601).
•
24xx series.
•
56xx series (except for 5601).
•
54xx series.
Least Cost Routes
By configuring a Least Cost Route calls may be routed via an alternative carrier. Time profiles can also be used to
allow customers to take advantage of cheaper rates at specific times.
Multiple carriers are also supported. For example, local calls are to go through one carrier between specific hours
and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band DTMF is
possible.
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IP Office Product Description
Line Appearance
A Line Appearance is a representation of a line on the system, the indicator tracks the activity on the Line. Only
external calls can be answered or made on Line Appearances. All types of PSTN trunks - Analog, Primary Rate and
Basic Rate can be assigned to Line Appearances. IP trunks can NOT function with Line Appearances.
Maximum Call Length
Allows the system to control the maximum duration of a call based on the dialed number. This could be used for
controlling calls to cellular networks or data calls made over the public network.
Key & Lamp Operation
With R3.0, IP Office offers a full range of Key and Lamp features (see Line Appearance, Call Appearance, Call
Coverage). As the features require a terminal with buttons and LED's or LCD displays the features are only
supported on certain terminals in the vast range of endpoint devices supported on the IP Office.
Terminals that support the following features are:
•
44xx series.
•
64xx series.
•
46xx series (except for 4601).
•
24xx series.
•
56xx series (except for 5601).
•
54xx series.
Night Service
When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled.
Callers to this Hunt Group will receive the busy tone or, if Voicemail is operational, played the Out of Hours
greeting.
Alternatively a Night Service Fallback group can be used to provide cover, e.g. pass calls to a manned extension or
an external number, e.g. a mobile.
A Hunt Group can be switched to Night Service mode by a user dialing the appropriate short code – by any
extension or by specific users.
Off Switch Call Inhibit
This is a system wide setting that prevents external calls being forwarded off switch as a precaution against toll
fraud. This also prevents trunk to trunk transfers.
Outgoing Calls
When making an outbound call the system first checks if the dialed digits are an internal extension. If not, the
system then checks to see if the dialed digits are a feature code. If the dialed digits are neither an internal
extension number or a facility code, then the system concludes it is an external call. Hence, it is not necessary to
prefix an external number with a line access code.
PIN Restricted Calling
IP Office can force a user to enter a PIN code or authorization code when they attempt to make a call. PINs can be
applied to an individual telephone number or calls of a specific type, such as international calls. The Call Logging
output includes the PIN code, allowing a system administrator to search for all calls made by a user regardless of
the telephone used.
For added security, an option is provided to prevent PIN codes from being displayed on Phone Manager and
digital/IP display terminals. Note: Caller-Display Analog Phones will display the PIN number dialed regardless of
this option.
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5. Telephony Functions & Call Handling
Personal Fax Numbers
Individuals and departments can have their own fax numbers. When an incoming fax is received on one of these
numbers, DTMF tones (which identify the individual) are passed to the fax server. This feature allows many
users/departments to share a fax server which could have as few as one or two lines. Alternatively fax machines
can be connected to any extension port on the Phone module.
Queuing
Queuing allows calls to a Hunt Group to be held in a queue when all extensions in the Extension List are busy.
When an extension becomes free the queued call is then presented.
Whilst queuing, if Voicemail is operational, the caller will be played the Queue messages for this Hunt Group.
Queuing a Transferred Call to a Busy Extension
When transferring a call, if the destination extension is busy and the caller wants to hold for that person, the call
can be queued against the extension until the extension is free. The transferee is no longer involved in the call.
Short Codes
Short Codes are one of the most powerful facilities within IP Office. As well as being used by analog telephones to
invoke terminal features, Short Codes allow for dialed number translation. For example, the creation of speed dial
numbers, call baring and alternate carrier selection. Short Codes can be configured at user, System and Least Cost
Route levels.
Speed Dialing
Short Codes can be used to create Speed Dials for system wide or individual use.
Time Profiles
Time Profiles can be used to stipulate when a Conference Bridge, Service, Hunt Group, Least Cost Route or a user's
Dial In facility are operational. For example, a time profile can be used to route Hunt Group calls to a manned
extension or voicemail outside of office hours, or be used to apply different Least Cost Routes at varying times to
take advantage of cheaper rates. Multiple Time Entries can be created so that a Time Profile can be used to
stipulate specific hours in the day e.g. 09:00-12:00 and 13:00-17:00. Outside of a Time Profile, voice calls would
be re-routed according to the configuration but any currently connected calls at the time the Time Profile changes
would not get cut off as the change only affects the routing. Data calls will get cut off as the time profile goes out
of service but a new data call will start immediately if specified.
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6. IP Telephony, Hard Phones & Soft Phones
Introduction to IP Telephony
As previously described IP Office can provide support of traditional analog and digital telephones in any mix
creating a traditional PABX or Telephone system. Through the support of IP Phones, combined with the systems
inherent gatekeeper and gateway functionality, IP Office can provide a 100% IP telephony solution or a hybrid of
both the traditional and IP worlds.
With a conventional telephone system you plug your analog or digital telephone into an extension socket
connected to your PBX or Key System. With IP Telephony you connect your telephone to your IP PBX via the LAN.
There are two basic types of IP phones:
•
A physical phone, which looks very similar to a standard telephone (IP Hard Phone)
•
A software application (Phone Manager PC Softphone) which runs on the user's PC, allowing them to use
either a headset/microphone.
IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of
routers or VPN services.
When making use of IP Extensions, quality of service should not be ignored. In situations where more than eight
IP extensions are required or where LAN Bandwidth is limited, a quality of service capable LAN switch, such as the
Avaya P130, should be used. Also with IP hardphones there is need for Power over Ethernet (“POE”) or “midspan
power” to be provided to the phones – a list of Avaya approved POE options is available at the end of this section.
For more information about implementing Voice over IP, refer to Appendix B.
Gateways, Gatekeepers and H.323 - Technology Overview
H.323 Architecture comprises of four logical components
•
Terminals are H.323 devices that can support Audio, Video and Data calls in any combination
•
Gateways allow calls to be made to non-H.323 devices, for instance an analog telephone or the public
network
•
Multipoint Connection Units (MCU) facilitate multipoint conferences
•
Gatekeepers control the call processing for all of the above
These four devices types are grouped together in what is known as an H.323 zone (a zone is analogous to a
PABX). Each zone has a single Gatekeeper that can be considered as the brains of the system dealing with call
distribution, call control and the management of resources. On power-up, terminals, Gateways and MCU's make a
registration request against a Gatekeeper who authenticates, accepts or rejects their request to become a member
of the zone. Once accepted, a terminal wishing to make a call sends a call set-up message to the Gatekeeper who
will then send an alert to the called party or if the call is to a non-H.323 terminal establish the call via a Gateway.
The design of IP Telephony systems has been driven with open standards in mind. IP Phones, Gateways &
Gatekeepers all support the H.323 standard and it is this that allows devices from different manufacturers to work
together. IP Office has the integral Gateway and Gatekeeper functionality required to provide a fully functional IP
Telephony environment.
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IP Office Product Description
IP Hardphones
4601 IP Hardphone
The 4601 supports the following features:
•
Basic SLT (single line telephone) with no display.
•
2 Programmable feature keys with single lamps.
•
Message Waiting Indicator.
•
7 fixed feature buttons.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Connects to IP Office via the LAN.
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6. IP Telephony, Hard Phones & Soft Phones
4602 / 4602SW IP Hardphone
The 4602 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down,
Speaker, Voice Mail.
•
2 x 24 Character based Eurofont Display with 2 programmable call appearance/feature keys.
•
Message Waiting Indicator.
•
Call Monitor Speaker (not a speaker phone).
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
10/100 BaseT Ethernet port for connection to the IP Office.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Connects to IP Office via the LAN.
The 4602SW includes all of the above features plus an integrated Ethernet switch for PC connection.
•
Second full duplex 10/100 BaseT Ethernet port for PC pass through connection.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
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IP Office Product Description
4606 IP Hardphone
Though the IP Office still supports the 4606, Avaya no longer sells this phone. Customers are encouraged to use
the 4610 or 5610 with the IP Office.
The 4606 supports the following features:
•
6 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down, Conference, Transfer, Redial.
•
2 x 16 Character Display.
•
Message Waiting Indicator.
•
Full Duplex Speakerphone with Echo Cancellation.
•
G.711, G.722, G.723.1a, G.729a/B Voice CODECs.
•
QoS Options Of - UDP Port Selection, DiffServ And 802.1p/B.
•
10/100 BaseT Ethernet Connection to the IP Office.
•
Optional Integrated Ethernet Repeater Hub – for pass through connection of a PC via the phone.
•
Hearing Aid compatible.
•
Microsoft NetMeeting compatible.
•
IP Address Assignment - DHCP client or statically configured.
•
Infrared Port To Support Future Applications.
•
Downloadable Firmware for future upgrades.
•
Wall Mountable with a separate orderable stand.
•
Connects to IP Office via the LAN.
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6. IP Telephony, Hard Phones & Soft Phones
4610 IP Hardphone
The 4610SW supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
Message Waiting Indicator.
•
Full-duplex speaker phone.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
5 x 29 character (168 x 80 pixel 4-grayscale) display.
•
24 Programmable call appearance/feature keys (arranged in 4 switchable display pages of 6 matching the
6 physical display buttons).
•
IP Office Interactive menus can be invoked from appropriately programmed DSS keys, and these menus
will utilize the 6 programmable feature keys and the ‘Exit’ fixed function key.
•
Connects to IP Office via the LAN.
•
Second full duplex 10/100 BaseT Ethernet Switched ports for PC pass through connection
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
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IP Office Product Description
4612 IP Hardphone
Though the IP Office still supports the 4612, Avaya no longer sells this phone. Customers are encouraged to use
the 4610 or 5610 with the IP Office.
The 4612 supports all of the features of the 4606 with the following differences:
•
12 Programmable call appearance/feature keys with twin lamps.
•
4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
•
4 Display Soft Keys below the Display.
•
8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
•
2 x 24 Character Display.
•
Connects to IP Office via the LAN.
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6. IP Telephony, Hard Phones & Soft Phones
4620 / 4620SW IP Hardphone
The 4620 supports the following:
•
24 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 12 matching the
12 physical display buttons).
•
Automatically labeled from the system (no paper labels).
•
11 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down, Conference, Transfer, Hold,
Redial and Drop.
•
Large graphical gray-scale display (168 x 132 pixels).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
•
Socket for use with the EU24 expansion module.
•
7 Position adjustable desk stand/wall mount stand.
•
Infrared (IrDA) port.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
Connects to IP Office via the LAN.
•
Second full duplex 10/100 BaseT Ethernet Switched ports for PC pass through connection
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
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IP Office Product Description
4624 IP Hardphone
Though the IP Office still supports the 4624, Avaya no longer sells this phone. Customers are encouraged to use
the 4620 or 5620 with the IP Office.
The 4624 supports all of the features of the 4606 with the following differences;
•
24 Programmable call appearance/feature keys with twin lamps.
•
8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial,Hold, Volume Up & Down.
•
4 Display Soft Keys below the display.
•
4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
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6. IP Telephony, Hard Phones & Soft Phones
5601 IP Hardphone
The 5601 supports the following features:
•
Basic SLT (single line telephone) with no display.
•
2 Programmable feature keys.
•
Message Waiting Indicator.
•
7 fixed feature buttons.
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Hearing Aid Compatible.
•
Uses H.323 protocol.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
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IP Office Product Description
5602 IP Hardphone
The 5602 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
2 x 24 Character based Eurofont display with 2 programmable feature keys.
•
Message Waiting Indicator.
•
Call Monitor Speaker (not a speaker phone).
•
G.711, G.729a/B Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
Uses H.323 protocol.
•
Connects to IP Office via the LAN.
The 5602SW includes all of the above features plus an integrated Ethernet switch for PC connection.
•
Second full Duplex 10/100 BaseT Ethernet port for PC pass through connection.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
5610 IP Hardphone
The 5610 supports the following features:
•
9 Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up & down, Speaker, Voice
Mail.
•
Message Waiting Indicator.
•
Full-duplex speaker phone.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
G.711, G.729a/b Voice CODECs.
•
QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
•
Support for Simple Network management Protocol (SNMP).
•
Hearing Aid Compatible.
•
Microsoft NetMeeting Compatible.
•
IP Address Assignment - DHCP Client or Statically Configured.
•
Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
•
Avaya Grey Color for all markets.
•
5 line x 29 character (168 x 80 4-grayscale) display.
•
24 Programmable call appearance/feature keys (arranged in 4 switchable display pages of 6 matching the
6 physical display buttons).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Integrated 2 full duplex 10/100 BaseT switched Ethernet ports for connection to the IP Office and PC pass
through.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 113
4th May 2005 - Issue 12t
IP Office Product Description
5620 IP Hardphone
•
24 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 12 matching the
12 physical display buttons).
•
Automatically labeled from the system (no paper labels).
•
11 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down, Conference, Transfer, Hold,
Redial and Drop.
•
Large graphical gray-scale display (168 x 132 pixels).
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
•
Socket for use with the EU24, 24 button expansion module.
•
7 Position adjustable desk stand/wall mount stand.
•
Built-in headset jack.
•
Multiple language support built-in: English, French, Italian, Spanish & KataKana.
•
8 Personalized ring patterns.
•
Hearing Aid Compatible.
•
Uses H.323 protocol.
•
Integrated 2 full duplex 10/100 BaseT switched Ethernet ports for connection to the IP Office and PC pass
through.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
•
Connects to IP Office via the LAN.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
Power Options for IP Telephones
IEEE, the standards body governing Power over Ethernet (PoE), has ratified P802.3af, "DTE Power via MDI". The
standard is more commonly known as IEEE Power over Ethernet. The standard was published, as IEEE 802.3af2003. Avaya has been an active participant in the development of the standard for several years.
With the ratification of this standard, Avaya has confirmed the support of the standard in its existing IP telephones.
•
The following Avaya IP telephones have been designed to meet the IEEE 802.3af-2003 power over
Ethernet standard: 4601, 4602, 4602SW, 4610SW, 4620SW, 4630SW, 4606Gen2, 4612Gen2, 4624 Gen2,
5601, 5602, 5602SW, 5610 and 5620
With Power over Ethernet both power and data are carried over one CAT 5 Ethernet cable. Deploying the IP
Telephones utilizing Power over Ethernet eliminates the need for a local power supply, AC adapter and cables,
thereby allowing power to be provided from the wiring closet/switch room where it can be easily connected to a
UPS system
There are currently five options (in addition to available IEEE power over Ethernet) available to customers to
power their Avaya Internet Protocol (IP) terminals.
Avaya 1151B1 Individual Power Supply
The Avaya 1151B1 individual power supply is a "desktop"; single output 48-volt Direct Current (DC), 20-watt power
supply. The power supply can operate within a wide range of Alternating Current (AC) input voltages: 90 - 264
Volts Alternating Current (VAC), 47-63 Hz. This power supply replaces the MSP-1, KS-22911-L1/2, 329A, 353A and
the 1151A1/A2 DC power supplies and the 2012D AC transformer. The 1151B1 power unit has a green Light
Emitting Diode (LED) that shows the unit has power on the PHONE jack, pins 7&8 when AC power is applied.
This item is available in three different Price Element Codes (PECs) as follows:
1. 1151B1 power supply: material code 700227242
2. 1151B1 with a Category (CAT) 5 Cable for Internet Protocol Terminals: material code 175707
3. 1151B1 with a CAT 3 Cable for Digital Communications Protocol (DCP) Terminals: material code 175706
1151B1 local power supply
Avaya 1151B2 Individual Power Supply with Backup
The Avaya 1151B2 power supply is a "desktop ", single output 48-volt DC, 20-watt power supply with battery
holdover. The power supply can operate within a wide range of AC input voltages: 90 - 264 VAC, 47-63 Hz. When
AC power fails the battery will provide 15 minutes of holdover at full load (20 watts) or 8 hours at light load (2
watts). The 1151B2 power unit has two LED’s: a green LED that shows the unit has power on the PHONE jack,
pins 7&8 when AC power is applied. A YELLOW LED that shows the unit is charging the battery when illuminated.
The yellow LED is off when the battery is fully charged. The GREEN LED blinking indicates the unit is running on
battery power. This item is available in three different PEC codes as follows:
a. 1151B2 power supply: material code 700237019
b. 1151B2 with a CAT 5 Cable for IP Terminals: material code 177086
c.
1151B2 with a CAT 3 Cable for DCP Terminals: material code 177087
1151B2 power supply with battery backup
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 115
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IP Office Product Description
Avaya Mid-Span Power Distribution Units
The Avaya Mid-Span Power Distribution Units. These are power devices, specially designed for IP-telephony,
providing power over Ethernet (PoE) for up to 24 IP telephones or wireless LAN (WLAN) access points. The Mid
Span Power units are designed to mount in a 19-inch rack with the data equipment or they can be stacked up to
four units high using the optional rubber feet. It is 1U in height (1.75 inches) and has up to twenty-four RJ45 data
input jacks on the bottom row and twenty-four data and power output RJ45 jacks. The Mid-Span Power units
provide a maximum of 200 Watts or a peak of 16.8 watts per port. The Mid Span Power units can also be called a
PDU (Powered Data Unit) POE device. Power over the LAN will simplify the installation and support of IP
telephones for our customers, enhancing acceptance of the technology. Data is unaffected if power is disrupted
and if the device does not require power (an example is a laptop connected to the unit.) The Material Codes for
the Mid-Span power units are:
•
700180433 - Mid Span 24 Port AC LAN Hub IP Phones
•
700253099 - Mid Span 24 Port AC LAN Hub IP Phones SNMP
•
700250525 - Mid Span 12 Port AC LAN Hub IP Phones
•
700253107 - Mid Span 12 Port AC LAN Hub IP Phones SNMP
•
700253115 - Mid Span 6 Port AC LAN Hub IP Phones
•
700253123 - Mid Span 6 Port AC LAN Hub IP Phones SNMP
Mid-Span power supply
Avaya Cajun P333T-PWR Switch
Avaya Cajun P333T-PWR Switch (also known as Power of Ethernet (PoE) switch). The P333T-PWR adds a 48V DC
power supply to the existing P333T to provide support for in-line power over the 24 10/100Base-T ports. This
technology provides power over the signal pairs, which makes it suitable for use with both Category 5 and legacy
Category 3 cable plants. Material code 700200744
Cajun P333T-PWR
Avaya C460 Multilayer Modular Switch.
The C460 can provide power to up to 196 IP phones.
The Avaya C460 features a compact modular six-slot chassis with the following main characteristics:
•
Four I/O slots and two Supervisor slots
•
Fully redundant architecture (including switching fabric, supervisor modules and PSUs)
•
Power over Ethernet (PoE) support with the FE ports
•
High density – up to 192 FE PoE ports and 48 GE ports
•
Fabric switching throughput of 64Gbps at Layer 2 and 48Mpps routing at Layer 3
•
Policy and QoS mechanisms
•
Full router functionality
•
Wire-speed Layer 3 forwarding on all ports
•
Optimal use of physical chassis size (10U)
•
300W or 1000W (for PoE support) power supplies
The C460 full redundancy (supervisor and fabric, power supply, link and port interfaces, router processor, and
fans), high port density and powerful Layer 2 and Layer 3 wire-speed switching engine make it suitable for robust
network infrastructure. The C460 offers advanced management and monitoring capabilities using complete GUI
tools, including the SMON and Any-layer SMON applications based on the Avaya Integrated Management suite.
C460’s available I/O modules:
•
48 10/100 PoE port Inline Power module
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
•
48 10/100 PoE port Inline Power + 2 GBIC (SFP) Gigabit Ethernet port module
•
12 GBIC (SFP) ports Gigabit Ethernet module
•
48 10/100 port Ethernet module
•
48 10/100 port Ethernet + 2 GBIC (SFP) Gigabit Ethernet port module
The C460 extends Avaya Convergence solutions to the network edge by providing advanced network capabilities,
including Quality of Service (QoS), high performance, advanced power management, security and manageability.
Designing a converged network infrastructure using this highly resilient, modular, high performance solution
ensures a lifespan of the network, which will reduce cost of ownership and improve return on investment
With its flexible configuration options and high-capacity performance, the C460 can also be deployed as a
distribution layer switch or as the network backbone for small to medium enterprises looking for a reliable modular
solution.
For enterprises deploying Avaya Communications Manager for mission-critical call center and large-scale campus
environments, the C460 offers an ideal IP Telephony platform that combines fault tolerance, network
responsiveness for business continuity, and integrated management and monitoring for converged networks.
The following table includes the PoE items of the C460:
Avaya C460
Description
Material Code
C460ML-PWR-CFG
C460 Switch PoE basic configuration (SPV, PSU, fan)
700281603
M4648ML-T-PWR
C460 Multi-layer 48 x 10/100BaseT (RJ-45) Inline Power
module
700281587
M4648ML-T-2G-PWR
C460 Multi-layer 48 x 10/100BaseT (RJ-45) + 2 x GBIC
(SFP) Inline Power module
700281579
MPS4610-AC
C460 1000w Power Supply (AC) Inline Power Support
700281595
Avaya IP Phone Power Adapter
In addition to the mentioned method of power the Avaya IP phones, also an adapter to power from Legacy Cisco
Infrastructure is available. This adapter is not the recommended method for powering IP telephones. See previous
options.
Despite the ratification of IEEE 802.3af-2003 and the support of the standard by vendors, some customers may
utilize a legacy power scheme supported by Cisco switches. The following power adapter is specifically for the
Avaya 4620, 4602, and 4602SW IP Terminals and can be used to power theses terminals from specific Catalyst
power blades. (Catalyst is a registered trademark of Cisco Systems, Inc.)
The Avaya IP Phone Power Adapter (material code 700259369). This adapter has been generally available since
September 2003.
The following products were tested and will work with the Avaya IP Phone Adapter (see specific configurations and
limitations below):
•
Catalyst 6000 Inline Power 10/100 BaseT Switching Module - (WS-X6348-RJ45V)
•
Catalyst 4000 Inline Power 10/100 BaseT switching module - (WS-X4148-RJ45V)
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 117
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IP Office Product Description
The Avaya IP terminals do not provide the Catalyst switches with information on how much power they require. A
maximum of 24 Avaya IP Telephones per power blade may be powered using this adapter, based upon Avaya
integration testing. Use with the 4602SW requires that the customer data network be set to “auto negotiate”. In
addition, only the specific configurations listed below were tested. Cisco does not specifically support the use of
this adapter. Therefore, future changes in Catalyst switch software could impact the use of this adapter.
Cisco Catalyst Test Configurations for the Avaya IP Telephone Power Adapter
Cisco Switch: Catalyst 6509
•
Switch OS Version: WS-C6509 Software, version NmpSW 7.5(1)
•
System Bootstrap: Version 6.1(3)
•
PS1 Module: WS-CAC-1300W
•
1000BaseX Supervisor: Model WS-X6K-SUP2-2GE (HW version 2.2, FW version 6.1(3), SW version 7.5(1))
•
Inline Power Module: Model WS-F6K-VPWR (HW version 1.0)
•
Power Module options: 12 watts per port
•
L3 Switching Engine II: Model WS-F6K-PFC2 (HW version 1.3)
•
Multilayer Switch Feature: Model WS-F6K-MSFC2 (HW version 1.2, FW version 12.1(3a)E4, SW version
12.1(3a)E4)
•
10/100BaseTX Ethernet: Model WS-X6348-RJ-45 (HW version 5.0, FW version 5.4(2), SW version 7.5(1))
•
Setup tested: 24 x IP 4620 (SW version R1.72), 6 x IP 4602 (SW version R1.61)
•
Phones Supported: Up to 24 x IP 4620, or a mix of up to 24 x 4620, 4602 and 4602SW
Cisco Switch: Catalyst 4006
•
Switch OS Version: WS-C4006 Software, version NmpSW 6.1(1)
•
System Bootstrap: Version 5.4(1)
•
1000BaseX Supervisor: Model WS-X4013 (HW version 3.1, Gsp version 6.1(1.0), Nmp version 6.1(1))
•
Inline Power Module: Model WS-X4148-RJ45V (HW version 1.5)
•
Power Module options: 12 watts per port
•
10/100/1000 Ethernet: Model WS-X4232-GB-RJ (HW version 2.3)
•
Voice Gateway: Model WS-X4604-GWY (HW version 1.8)
•
Setup tested: 24 x IP 4620 (SW version R1.72), 6 x IP 4602 (SW version R1.61)
•
Phones Supported: Up to 24 x IP 4620 or a mix of up to 24 x IP 4620, IP 4602 and IP 4602SW.
Avaya IP Phone Adapter
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
Summary
IP Telephone Powering Alternatives
4601, 4602, 4602SW,
4610SW, 4620, and
4620SW
4606, 4612 and 4624
GEN 1 4606, 4612, 4624
PoE (standards based)
Yes
Yes
No
1151B
Yes
Yes
Yes
Power Brick Provided
with telephone
No
No
No
Power Consumption - Watts (IEEE 802.3af - [email protected] 48V).
4601, 4602,
5601, 5602
Class 2
4602SW,
5602SW
Class 2
4606/4612/4624
Class 0
4610SW,
5610 Class
2
4620 Class
3
4620SW,
5620 Class
3
Typical
3.5
4.1
5.0
4.0
7.7
5.9
Worst Case
4.6
5.0
6.4
6.0
9.9
8.0
Typical is measured off-hook sample size 1. Worst Case is analytical. Except the 4601, 4602, 5601 and 5602 all
telephones had a PC attached at 100Mbps. The EU24 adds less than 1W to the 4620, 4620SW and 5620 numbers.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
IP Softphone (Phone Manager PC Softphone)
IP Office's Phone Manager Pro can be configured to operate as an IP Softphone – 'Phone Manager PC Softphone'
by use of a license key.
As with Phone Manager Pro the Phone Manager PC Softphone offers the same GUI interface for the user to take
control of making and receiving telephone calls. Like Phone Manager Pro, Phone Manager PC
Softphonecommunicates with the IP Office system unit via the LAN. The difference is that there is no physical
terminal and conversation actually takes place via the PC's soundcard.
The physical set up must include a headset/microphone connected to the PC's soundcard or USB port.
Phone Manager PC Softphone has the significant advantage for mobile users with remote access to the LAN,
providing 'a phone within their laptop' with all the features available as in the office.
Notes:
•
Phone Manager PC Softphone requires on a multi-media PC running Windows 2000 and Windows XP
operating systems with speakers and microphone installed (USB headset, USB handset or soundcard).
•
The minimum PC specification is a Pentium 400 MHz (700 MHz recommended) or above with 128MB RAM
minimum
•
Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP and Windows
2000 when used in soft phone mode.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 120
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6. IP Telephony, Hard Phones & Soft Phones
IP Softphone Used as a Wireless Deskset
IP Office's Phone Manager Pro can be configured to operate as an IP Softphone – 'Phone Manager PC Softphone'
by use of a license key. If this application is loaded onto a laptop and the laptop has a wireless LAN (Wi-Fi) card
installed then this combination may be referred to as a Wireless Deskset.
As with Phone Manager Pro, the Phone Manager PC Softphone offers the same GUI interface for the user to take
control of making and receiving telephone calls. Phone Manager PC Softphone communicates with the IP Office
system unit via the wireless LAN. There is no physical terminal and conversation actually takes place via the
laptop's soundcard.
The physical set up must include a headset/microphone connected to the laptop’s soundcard or USB port.
Phone Manager PC Softphone used as a wireless deskset provides 'a phone within their laptop' with all the features
available as in the office.
Notes:
•
Phone Manager PC Softphone requires on a multi-media Laptop running Windows 2000 and Windows XP
operating systems with speakers and microphone installed (USB headset, USB handset or soundcard).
•
The minimum PC specification is a Pentium 400 MHz (700 MHz recommended) or above with 128 MB RAM
minimum
•
Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP and Windows
2000 when used in SoftPhone mode. However, when used with a wireless card Avaya does not have a
built in QoS algorithm so the maximum number of wireless desksets that can be in use within a given
access point may not exceed 3.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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IP Office Product Description
Wireless VoIP
Overview of Wireless VoIP
Leveraging the reliable technology from SpectraLink, a leader in wireless voice solutions for the workplace, the
Avaya IP Wireless Solution offers an advanced voice over IP (VoIP) client for wireless networks. This solution
allows SME's to take advantage of the cost savings and simplified management of a converged voice and data
infrastructure.
Both the 3616 and 3626 phones are optimized for Avaya IP telephony and emulate the wired 4606 IP Telephone.
They work in conjunction with the Avaya Voice Priority Processor to ensure voice quality over Wireless LANs. They
are field upgradeable through an integrated TFTP client, so handsets can be updated with new protocols, features,
and capabilities as they become available.
Based on global standards for wireless LAN's, the Avaya IP Wireless Telephone Solution simplifies network
infrastructure by enabling voice traffic to be carried along with data traffic over the same wireless network. Both
the 3616 and 3626 telephones are available for direct sequence 802.11b Wi-Fi networks. The SpectraLink Voice
Priority (SVP) quality of service protocol is simple to implement and reduces packet queuing delays for voice traffic.
SpectraLink Voice Priority-enabled access points are available from the leading providers of enterprise wireless
networks such as Avaya.
Users can have a choice of an executive or rugged workplace telephone and all the productivity benefits of their
desk telephone in this next generation of wireless telephone solutions.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
SpectraLink Voice Priority (SVP) Compliance Matrix
When using this solution, certain wireless access points must be used to ensure QoS for the voice conversation.
Manufacturer Make/Model
FH/DS SVP Certified
Field Verification
Calls per
Access
Point
Alvarion
BreezeNET Pro 11
Series
FH
4.4.2 or 5.0.103
3
Cisco
Aironet 340
DS
10.13
11.03, 11.07, 1.10t
6
Cisco
Aironet 350
DS
11.03
11.07, 11.01t
7
Cisco
Aironet 4500 & 4800
Turbo DS
DS
8.12 & 8.24
8.55
5
Cisco
Aironet 3500
FH
8.12
8.24
3
Proxim
Orinoco AP1000
DS
D3.78S6 3.83
7.4a
5
Symbol
Spectrum 24 FH
FH
4.01-S2
4.02-12
3
Telxon
Air-I/O 802FH UAP
FH
8.12
8.24
3
Telxon
802 DS & 802 DS 11
DS
8.12
8.24
5
Avaya
AP-1, AP-2
DS
3.83, 3.92
6
Avaya
AP-3
DS
1.4 (v222)
7
Cisco
Aironet 1200
DS
11.40t
7
Enterasys
Roamabout AP2000
DS
V6.02
6
Intermec
Mobile LAN Access
2100, 2101, 2102
DS
1.51 or later
6
LXE
6250 Access Point
DS
3.83
6
Proxim
AP 2000
DS
7.4, 1.3
6
Symbol
Spectrum 24 DS
DS
2.21-23, 2.51-21,
3.50-18
6
Teklogix
9150 Wireless
Gateway
DS
E301R, J041
4
1. Alvarion BreezeNET Pro 11 Series software version 4.4.5 is not compatible with Avaya wireless telephones.
2. Cisco Aironet 350 software version 11.21T is not compatible with Avaya wireless telephones.
3. Frequency Hopping (FH) Avaya wireless telephones support 1Mbps data rate only. Direct Sequence (DS)
Avaya wireless telephones support up to 11Mbps data rates.
IP Office 3.0
Product Description
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IP Office Product Description
Benefits
•
Supports the 802.11b standard for Wi-Fi networks converging voice and data over a single network.
•
A lightweight, executive 3616 handset with a form factor similar to a cell phone.
•
Seamless integration with IP Office.
•
Excellent voice quality on converged wireless networks.
•
Lightweight, durable handset specifically designed for workplace use.
•
Improved display, battery life, processor power all with lower costs.
•
Multitude of accessories are available:
•
Dual Charger (full charge accomplished in approximately one and a half hours).
•
Quick Charger (full charge accomplished in approximately one and a half hours).
•
Belt Clip.
•
Nylon Pouch.
•
Carrying case with Lanyard.
•
Handsfree Pouch.
•
Noise canceling headset.
•
Over the ear headset.
SpectraLink Voice Priority (SVP)
To enhance voice quality over the wireless network, SpectraLink has developed a Quality of Service (QoS)
mechanism that is implemented in the wireless telephone and access point.
AWTS Open Application Interface (OAI) Gateway
The AWTS Open Application Interface (OAI) Gateway enables third- party software applications to communicate
with the Avaya IP Wireless Telephones. This serves as a two-way messaging device. Many companies provide
applications that interface to your in-house paging systems, email, and client-server messaging. Other vendors
with complementary systems such as nurse call, telemetry, alarm, and control system manufacturers are currently
developing applications to interface with the Avaya IP Wireless Telephone solution.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
3616 Executive Wireless Phone
The Avaya 3616 IP Wireless Telephone is designed for more general enterprise applications and uses a compact,
cell phone-like form factor.
The 3616 supports the following features:
•
Perfect for busy office environments.
•
Lightweight innovative design .
•
Simple to use.
•
802.11b standard-compatible.
•
Radio Frequency 2.4000 – 2.835 GHz.
•
Transmission type Direct Sequence Spread Spectrum (DSSS).
•
FCC certification Part 15.247.
•
Management of handsets via DCHP and TFTP.
•
Voice encoding G711.
•
Transmit Power 100mw peak, <10mW average.
•
Wired Equivalent Privacy (WEP), 40bit and 128 bit.
•
2x16 character alphanumeric, plus status indicators.
•
4 hours talk time and 80 hours standby.
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IP Office Product Description
3626 Ruggedized Wireless Phone
The Avaya 3626 Wireless Telephone is designed specifically for use in commercial workplace applications. It is
extremely durable and has no moving parts, no external antenna, and no complex configuration menus. The
handset has a rugged, monolithic design that gives users a large earpiece to provide comfort and seal out
background noise.
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.
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6. IP Telephony, Hard Phones & Soft Phones
IP Telephony Features
•
Gatekeeper
The Integral IP Office gatekeeper allows the registration of up to 360 IP extensions, less the number of
traditional analog and digital telephones.
•
Gateway
IP Office fitted with a Voice Compression Module allows IP extensions to make calls to other non-IP
devices. The maximum number of simultaneous calls is limited by the number of channels available on the
Voice Compression Module.
•
Silence Suppression
Silence suppression is a technique used to make the best use of available bandwidth. Silence suppression
works by sending descriptions of the background noise, rather than the actual noise itself, during gaps in
conversation thereby reducing the packet size needed. Background noise is very important during a
telephone call. Without noise the call will feel very unnatural and give a perception of poor quality.
•
Compression
IP Office supports a wide range of voice compression standards including G.711, G.723.1 and G.729a. The
method of compression can be either automatically established on a call-by-call basis or be configured on
an individual extension basis.
•
Fast Start
When supported by an IP extension, this facility reduces the protocol overhead allowing an audio path to
be established quicker on answering a call.
•
Local Hold Music
This facility allows the choice of providing music from the IP Office, which obviously uses bandwidth on the
LAN, or allowing the IP endpoint to generate its own.
•
Local Tones
This facility allows the choice of providing call supervision tones from the IP Office, which obviously uses
bandwidth on the LAN, or allowing the IP endpoint to generate its own.
•
Out of Band DTMF
When configured, IP Office will generate DTMF tones on behalf of an IP extension. This is useful when
navigating external voicemail systems and Auto-Attendants.
•
Direct Media Path
Direct Media Path allows the speech path between two IP extensions (after call setup) to be routed directly
to each other. This allows the IP Office system to free voice compression resources allowing them to be
used in the most efficient way.
•
Auto-Create Extensions
This facility allows IP Office to automatically create an extension entry for new extensions added onto the
local area network. In cases where the local area network is not secure this facility can be disabled.
•
Fax Over IP
Fax Over IP allows incoming and outgoing fax calls to be routed over an IP Network using a fax machine
connected to a remote IP Office or Avaya Communication Manager. This feature is NOT T.38 faxing, it is a
proprietary Avaya fax over IP protocol that only works between IP Offices or Avaya Communication
Manager
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7. Public and Private Voice Networks
Public and Private Voice Networks
IP Office supports a wide variety of voice and data networking options. This section describes traditional circuit
switched options to packetized voice solutions such as Voice over IP and Voice over Frame Relay.
Connection to the Public Network
Trunk/Line Types Supported
The IP Office platform supports a range of trunks and signaling modes for connection to the public telephone
network (Central Office). Some of these lines are only available in certain territories; please check with your
distributor for local availability.
•
ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1
•
ISDN Basic Rate (ETSI CTR3) - IP400 Quad BRI
•
North American T1 - IP400 Office PRI T1
•
North American Primary Rate Interface - IP400 Office PRI T1
•
Analog Trunks
•
E1-R2 Trunks
ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1
ISDN Primary Rate provides 30 x 64K speech channels over an E1 circuit. Signaling Conforms to the ETSI Q.931
standard with Cyclic Redundancy error Checking (CRC).
The following supplementary services are supported:
•
Calling Line Identification Presentation (CLIP) Provides the telephone number of the incoming call to the IP
Office.
•
Calling Line Identification Restriction (CLIR) Inhibits the telephone number of the IP Office being presented
on an outbound call.
•
Connected Line Identification Restriction (COLR) Inhibits the COLP service.
•
Direct Dialing In (DDI) Where the exchange provides the last x digits of the dialed number on an incoming
call. This allows IP Office to route the call to different users or services.
•
Sub-addressing Allows the transmission/reception of up to 20 digits, additional to any DDI/DID or CLIP
information, for call routing and identification purposes.
ISDN Basic Rate (ETSI CTR3) - IP400 Quad BRI
ISDN Basic rate provides 2 x 64K speech channels using Q.931 signaling and CRC error checking. Both point to
point and point to multipoint operation is supported. Multipoint lines allow multiple devices to share the same line,
however point-to-point is the preferred mode.
Basic rate supports all the services that are supported on the primary rate version with the addition of
•
Multiple Subscriber Number This service is usually mutually exclusive with the DDI/DID service and
provides up to 10 numbers for routing purposes, very similar to DDI/DID.
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IP Office Product Description
North American T1 - IP400 Office PRI T1
T1 Primary Rate provides up to 24 56K channels over a 1.54M circuit. Each channel of the T1 trunk can be
independently configured (channelized) to support the following signaling emulations with handshake types of
immediate, delay or wink.
•
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. The carrier or Central office will
provide the last x digits that were dialed to be used for call routing.
•
Wink-Start
IP Office T1 trunks support both DNIS and ANI services, where available from the central office.
•
Dialed Number Identification String (DNIS) Provides a string of digits to the IP Office depending on the
number dialed by the incoming caller. This string can then be used to route callers to individual extensions,
groups or services.
•
Automatic Number Identification (ANI) Provides IP office with a number identifying who the caller is. This
may then be used for routing or computer telephony applications.
T1 trunk cards incorporate an integral CSU/DSU, eliminating the need for an external unit. The CSU function allows
the trunk to be put in loop-back mode for testing purposes. This can be set manually, using the monitor
application, or automatically from a Central Office sending a Line Loop Back (LLB) pattern. The DSU function allows
the T1 trunk to be shared between data and voice services.
North American Primary Rate Interface - IP400 Office PRI T1
IP Office supports Primary Rate trunks on 5ESS or DMS100 central office switches provided by AT&T, Sprint,
WorldCom and other Local Telcos. Channels can be pre-configured for the supported services or negotiated on a
call-by-call basis.
Special Services can be configured to route calls to local operators or pre-subscribed carriers for both national and
international calls (SSS). Alternate carriers can also be selected through the configuration of IP Offices Transit
Network Selection (TNS) tables.
IP Office also supports the Calling Name service over Primary Rate Trunks.
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7. Public and Private Voice Networks
Analog Trunks (Loop Start/ Ground Start)
Loop Start
Loop start trunks are available on the IP office as 4-port plug in cards for the base unit or as a stackable 16-port
module.
The first two trunks on the stackable module are automatically switched to power fail sockets in the event of power
being interrupted. They conform to the TIA/EIA-646-B standard.
The loop start trunks also support incoming caller line identification (ICLID) conforming to GR-188-CORE and GR31-CORE standards. IP Office can use this information to route calls or provide it to computer applications to
display additional information about the caller.
Ground Start (Not available in all territories)
Ground Start trunks are available as a stackable 16-port module. See Section 2 for detail. The first two trunks on
the module are automatically switched to power fail socket in the event of power being interrupted. They conform
to ANSI T1.401 and TIA/EIA-646-B standards.
PRI E1R2
The IP400 Office PRI 30 E1R2 card is available in two versions supporting either RJ45 or Co-Ax network
connections. Each card provides 30 channels that can be configured for MFC, Pulse or DTMF Dialing dependent on
the requirements of the network.
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IP Office Product Description
Traditional Private Voice Networking
Private voice networks can be constructed utilizing structured leased line circuits (E1 or T1) or alternatively by
establishing permanently connected 'B' channels between IP Office systems. Each channel within the Primary Rate
interface can provide a single voice or 64K/56K data call.
If leased line circuits are used within a private networking scenario these PRI interfaces are typically configured in
software to employ QSig signaling
QSig provides feature transparency between PBX's and is the favored signaling standard within multiple vendor
and international voice networks. The PRI module terminates a QSig connection with a 120 ohm RJ45 interface.
QSig provides the following additional supplementary services across this network:
•
Simple Telephony Call/Basic Call: ETS300 171/172.
•
Circuit Switched Data Call/Basic Call: ETS300 171/172.
•
Called/Calling Line ID Presentation: ETS300 173.
•
Called/Calling Name Presentation: ETS300 237/238.
•
Message Waiting: EN301 260/255.
Traditional voice networking
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7. Public and Private Voice Networks
Packet Based Voice Networking
Packet Based Voice Networking
IP Office supports a wide variety of voice and data networking options from traditional public circuit switched
networks and structured leased circuits to a multitude of packetized voice solutions. This section describes the
options available for businesses who are ready to embrace packetized voice solutions such as Voice over IP (VoIP).
Packet based voice networking between IP Office sites can be achieved in a number of ways:
•
VoIP over an unstructured private circuit.
•
VoIP over a managed IP VPN.
•
VoIP over a managed Frame Relay network.
•
VoIP across the LAN.
•
VoIP across the public network.
VoIP networking across IP network or WAN
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IP Office Product Description
VoIP over an Unstructured Private Circuit
Private voice networks can be constructed making use of available unstructured data circuits (X.21, V.35) at
speeds of up to 2 Mbps.
These data circuits are accessed via IP Offices equipped with an optional Voice Compression Module (VCM),
providing from 2 to 60 VoIP calls (see VCM). This approach can realize significant savings by allowing compressed
VoIP calls to be interleaved with data on any leased circuit with spare bandwidth.
Where multiple sites exist, the addition of the 'IP400 Office WAN3' Module allows larger networks to be designed.
Two Modules can be supported on a single system providing a total of 7 leased lines.
VoIP over a Managed Frame Relay Network
Frame Relay is a high-speed, packet switching WAN protocol that enables the interconnection of geographically
dispersed LANs. Frame relay is usually offered as a service by a public network provider. However, some private
organizations can also own and manage their own Frame Relay networks.
Frame Relay is a connection-oriented protocol, which means that it relies on an existing end-to-end path between
devices connected across the network. It implements these connections using Permanent Virtual Circuits (PVCs).
Like a leased circuit, a PVC is a logical path that connects two devices. This path between the source and
destination point is a dedicated connection, so the PVC is always available to the connected devices. However,
unlike a leased circuit many PVCs can coexist on a single access bearer which allows devices to share the
bandwidth of a given transmission line.
Voice over a managed Frame Relay network is similar to Voice over a managed IP network except that the access
interface is usually an unstructured leased circuit via IP Office's WAN port. IP Office employs a Frame Relay
Assembler Disassembler (FRAD) to allow voice and data traffic to be formatted and framed for a Frame Relay
network.
VoIP over a Managed IP VPN
Even though the IP Office operates as a traditional 'circuit switched telephone system' utilizing standard analog and
digital handsets, the inclusion of an integrated Voice over IP (VoIP) Gateway allows significant cost savings to be
realized by converging voice and data onto a single managed IP VPN.
A managed IP network or IP VPN is a private network of routers managed and partitioned by a single network
service provider who assigns IP addresses and manages the network. Because of this the network service provider
can guarantee throughput levels, minimize latency and ensure transmission speeds to give greater quality of
service supported by a contracted service level agreement.
IP VPNs have some distinct advantages over Frame Relay networks: access bandwidth need not be pre-allocated
between sites like Frame Relay's PVCs, they are generally cheaper and their global reach is normally greater.
Access to the IP VPN is via one of IP Office's LAN ports.
•
Note: Avaya do not recommend networking IP Office systems over a public, unmanaged, IP VPN where
service levels cannot be guaranteed by the provider.
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7. Public and Private Voice Networks
VoIP across the LAN
In a factory or campus environment, voice calls can also be linked utilizing 10/100 Mbps LAN connections, which
can be copper or fiber. This is again facilitated by the optional Voice Compression Module (VCM).
In order to avoid bandwidth issues VoIP across the LAN will require some form of bandwidth management. Avaya's
Cajun switches are the recommended option for this.
VoIP networking across the LAN
VoIP across the Public Network
Traditional circuit switched telephony over the public telephone network is restricted in the level of feature support
that can be offered. By deploying VoIP over T1/E1/PRI, IP Office is unique in realizing the benefits of Q.931 and
H.450 supplementary service support.
Details of Q.931 and H.450 feature support is given below within 'Supplementary services within IP networks'.
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IP Office Product Description
Supplementary services within IP networks
Supplementary services within IP networks
Supplementary services within an IP environment are provided via Q.931 and H323. IP Office provides the same
rich services as enjoyed within a traditional network environment. Our standards based approach allows
interoperability within mixed vendor networks
Features supported by H.323 on IP Office to IP Office IP trunk links are listed below. On IP trunks to non-IP Office
systems the Supplementary Service will depend on those also supported by the non-IP Office system:
•
Basic call set up (voice).
•
Call Hold.
•
Call Transfer.
•
Called/Calling Name.
•
Called/Calling Number.
Small Community Networking
When connecting IP Offices together over IP or Packet based networks, Small Community Networking enhances
feature transparency. These networks can support up to a maximum of 500 users across 16 sites. The following
additional features are available.
•
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. Queuing on remote
systems is not supported.
•
Internal Directory.
•
Absent Text Message.
•
Anti-Tromboning.
If larger networks are required QSig can be used to link multiple Small Community Networks together.
Functionality between the communities is governed by the QSig feature set.
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7. Public and Private Voice Networks
Generic Networking Features
Least Cost Routing (LCR)
By configuring a Least Cost Route calls may be routed via an alternative carrier. Time profiles can also be used to
allow customers to take advantage of cheaper rates at specific times.
Multiple carriers are also supported. For example, if local calls and international calls are to go through one carrier
between specific hours, all calls to a specific country through an alternative carrier and all other calls via a third
carrier. Carrier selection using 2 stage call set up via in-band DTMF is possible.
Alternate Call Routing (ACR)
Alternate Call Routing allows calls to be placed via an alternative route should the primary route fail or be
unavailable through congestion etc. ACR is compatible with LCR and VoIP and can be configured to 'take' data
channels for voice calls whilst preserving the data call, albeit with reduced bandwidth.
Alternate Call Routing
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IP Office Product Description
Network Numbering Schemes
IP Office employs fully flexible network numbering options. Dialed digits can be manipulated seamlessly to add and
delete digits, access codes etc in order to fit into any numbering scheme. Two types of numbering schemes are
commonly deployed - 'Linked Numbering' and 'Node Numbering' schemes. In linked numbering schemes each site
within the network has a unique range of extension numbers and users simply dial the extension number of the
called party. Often linked numbering schemes are used in very small networks (< 5 sites) with less than 500
extensions. With node numbering schemes each site is given a node ID and this is prefixed by the user when
dialing extensions at other sites. In this way extension numbers can be replicated across sites whilst still appearing
unique across the network. Node numbering schemes are common in larger networks. Linked numbering schemes
and node numbering schemes are sometimes both employed within the same network with node numbering
employed at the large offices and linked numbering employed at clusters of satellite offices.
The following figures depict these two types of numbering schemes.
Linked Numbering Scheme
Node Numbering Scheme
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Product Description
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8. LAN/WAN Services
LAN/WAN Services
Computers in an office communicate via the LAN (Local Area Network). This at its simplest may be a length of coax
cable connecting all the computers, or by twisted pair cables going into a central hub unit. The IP403 and IP406 V1
platforms incorporate an integral 8 port Ethernet hub. The IP406 supports an 8 port Layer 2 Ethernet switch. The
Small Office Edition supports a 4 port Layer 2 ethernet switch with a fifth Ethernet port as a Layer 3 switch. The
IP406 V2 support a 2 port Layer 3 Ethernet Switching.
When computers communicate they do not care where the destination is. Their task is simply to pass the packet to
the next machine and then forget about it. Where the destination is on another network, the router is the
"gateway" to the rest of the world and its job is to cope with that traffic. The router alleviates the need to establish
and hold the call for the duration of a remote communication session by automatically establishing a connection
only when data is to be passed. Routers may be connected together using WAN (Wide Area Network) links that
could be point-to-point leased lines, managed IP networks, Frame Relay networks or exchange lines (Central
Office). IP Office platforms support all of these types of network connections.
The IP Office has a Wide Area Network (WAN) port that can be connected to a digital leased line service using
either X.21 or V.35 interface at speeds up to 2048kbps. Point-to-Point protocol (PPP) is used over this link. The
data within the call uses the Point-to-Point Protocol (PPP) which is used by the vast majority of manufacturers for
linking routers. PPP support is essential if it is not the same manufacturer's equipment at each end of the link.
Exchange lines (Central Office) can also be used in the event of failure of the WAN link or to provide alternate or
top up bandwidth on demand.
All IP Office platforms have an integral router with support for bandwidth on demand that allows the negotiation of
extra bandwidth dynamically over time. IP Office initiates extra calls between sites only when there is data to be
sent or sufficient data to warrant additional channels. It then drops the extra channels when they are no longer
needed. The calls are made automatically, without the users being aware of when calls begin or end. The rules for
making calls, how long to keep calls up etc, are configurable within IP Office.
It is possible to have several different routing destinations or paths active at any time linking the office to other
offices and the Internet simultaneously.
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IP Office Product Description
Internet Access
While the telephone is still the number one business communication tool, Internet access is becoming increasingly
important for business-to-business communications. The ability to send and receive email, is now considered
mandatory when dealing with many suppliers and customers, whilst access to the World Wide Web for ecommerce applications and information has become vital.
All IP Office systems provide shared, secure, high-speed access to the Internet via exchange lines (Central Office)
or digital leased line services.
Internet security concerns are addressed through the provision of an integral firewall. This removes the need for
an expensive, standalone, software solution tying up another PC. The firewall can be configured to cater for a
variety of situations and will allow customers to control who can access external resources, and when. This isolates
your private networks from the Internet, thereby ensuring that your network remains beyond the reach of hackers,
while configurable service quotas can be set against the service to ensure that it is not abused. Service Quotas
place a time limit on outgoing calls to a particular IP Service. This avoids excessive call charges either because of
user abuse e.g. excessive surfing or when something changes on your network and call frequency increases
unintentionally.
Each service can be configured with an alternative fall back service. For example, you may wish to connect to your
ISP during working hours and at other times take advantage of varying call charges from an alternative ISP. You
could, therefore, set up one service to connect during peak times and another to act as fallback during the cheaper
period.
Internet Access
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8. LAN/WAN Services
Remote Access Features
IP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remote access security
is supplemented by CHAP (encrypted passwords) to verify the end users (preferred) or PAP which does not support
encryption. Timebands can control the hours within which the remote access service is available.
A "trusted location" can be set. These are locations that the System will allow either data access, e.g. a user dialing
in from home, or access to voicemail without a voicemail code for a user collecting their voicemail messages from a
mobile. The trusted location is also the location the Voicemail Server will call to inform the user of a new message.
Conversely a "specified location" can be set which restricts remote access from only that location, this specified
location can also be a designated dial back number thereby minimizing the threat of unauthorized remote access.
IP Office systems can also incorporate remote access dial back services so that if a user always remotely accesses
the office from a single location e.g. their home, then after logon verification the system will disconnect their call
and dial them back. In addition to the added level of security dial back provides it can also be an excellent method
of consolidating remote access charges onto the central office telephone bill instead of employing expensive
freephone services.
In addition to remote access from Terminal Adaptors, an optional dual V.90 56Kbps modem module can be added
to provide dial-in/dial-out to/from users equipped with analog modems. Also as standard, all Quad Analog trunk
modules, ATM16 and Small Office Editions analog trunk ports support switching of the first analog trunk to an
integral V.32 modem for remote maintenance.
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IP Office Product Description
LAN to LAN Routing
Gone are the days when an office could exist in isolation without a requirement to transfer bandwidth hungry LAN
traffic. Whether it's a requirement to share resources such as email servers, file servers and internet gateways, or
seamlessly transport data between sites or network to and from their customers and suppliers, all businesses now
have a need for data routing and this is why each IP Office platform offers IP routing as standard.
Embedding a router within IP Office removes the costs, complexity and additional points of failure of external WAN
multiplexors by allowing data and voice traffic to converge and share the network resources of IP Office. These
network resources can range from dial up ISDN connections, point-to-point leased circuits, managed IP networks
or Frame Relay as IP Office supports all these types of network connections.
The IP Office has a Wide Area Network (WAN) port that can be connected to a digital leased line service using
either X.21 or V.35 interface at speeds up to 2048kbps. Point-to-Point protocol (PPP) is used over this link. The
data within the call uses the Point-to-Point Protocol (PPP) which is used by the vast majority of manufacturers for
linking routers. PPP support is essential if it is not the same manufacturer's equipment at each end of the link.
Exchange lines (Central Office) can also be used in the event of failure of the WAN link or to provide alternate or
top up bandwidth on demand.
All IP Office platforms have an integral router with support for bandwidth on demand that allows the negotiation of
extra bandwidth dynamically over time. IP Office initiates extra calls between sites only when there is data to be
sent or sufficient data to warrant additional channels. It then drops the extra channels when they are no longer
needed. The calls are made automatically, without the users being aware of when calls begin or end. The rules for
making calls, how long to keep calls up etc, are configurable within IP Office.
It is possible to have several different routing destinations or paths active at any time linking the office to other
offices and the Internet simultaneously.
IP Office 3.0
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8. LAN/WAN Services
Data Networking Features
Integral 10/100 Hub
•
403 & 406 V1 Only.
The IP403 Office and IP406 Office offer 8 port hubs. If more than eight computers and servers need to be
supported the IP office can be connected to any commercially available external hub or switch. All hub ports on the
IP Office are connected onto the same LAN segment regardless of their operational speed (10/100). This allows all
devices, PCs and Servers to communicate with each other without the need for any configuration.
Integral 10/100 Mbit Layer 2 Ethernet Switch
•
IP Office - Small Office Edition & 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, 10M or 100M. In addition to the four port layer 2 switch, IP Office Small Office Edition has a fifth Ethernet port (labeled WAN) with its own IP Address (LAN2) intended for
connecting to external xDSL or Cable Modems. This fifth port is a Layer 3 switch to the other four ports.
Integral 10/100 Mbit Layer 3 Ethernet Switch
•
IP Office - Small Office Edition & IP412 Only.
The IP412 Office supports a two-port Layer 3 Ethernet switch. Both of these switched ports have their own IP
addresses (LAN1 and LAN2). In order for traffic to pass from one port to the other a route is configured in the
system’s routing tables.
Additionally, it is possible to set up a firewall between the two LAN segments. The IP Office - Small Office Edition
offers similar functionality between its four port Layer 2 Ethernet switch and its Layer 3 Ethernet WAN port.
Layer 3 switching is particularly useful in situations where it is desirable to have a ‘trusted’ and ‘unsecured’
network, where the ‘unsecured’ network is uncontrolled and carries public traffic on it.
DHCP Server
IP Office can manage your IP Network for you through its integral DHCP Server. IP Office can be configured to
hold a pool of IP addresses for users on the Local Area Network. When a user powers up their PC, the system will
allocate them an IP address for the duration of their session. The DHCP server also provides the user's PC with the
address of the Domain Name Service (DNS) server and the Windows Name Service (WINS) server. Alternatively,
for customers who have a separate DHCP Server, IP Office can be configured to obtain its address from that server
or be set with its own dedicated static address. The IP Office - Small Office Edition & the IP412 Office have two
independently controlled DHCP servers, one dedicated to each of the Layer 3 switched LANs.
Leased Line Support
All platforms are capable of connecting to leased line services. Six physical types of Leased Line are supported
X.21, V.35 and V.24, via the WAN port, or E1/T1 and Basic Rate via the trunk interfaces on the base unit. The
X.21, V35 and V24 are externally clocked and can operate at any speed up to and including 2M. E1/T1 trunks can
be configured to operate in a fractional mode for 'point to multi-point' applications i.e. a single 2M interface could
be treated as 3 x 512K and 8 x 64K going to 11 different locations. When using T1 as a Leased Line it is possible to
use the same circuit for switched circuit services. Not all types of leased line are available in all territories, check
for availability.
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IP Office Product Description
Dial-Up Circuit Support
Where the amount of traffic does not justify the cost of a dedicated leased line, the system can provide data
connectivity via dial-up circuits using its E1/T1 or Basic Rate trunks. Where speeds greater than a single channel
are required (64K/56K), additional channels can be added to the call as and when they are needed.
Point-to-Point Protocol (PPP)
PPP is an industry standard Wide Area Networking Protocol, that allows inter-working with a wide range of 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.
Multi-Link Point-to-Point Protocol (ML-PPP)
IP Office supports Multi-Link PPP allowing additional calls to be made where bandwidth greater than a single
channel is required. The maximum number of channels available to data can be set on a service-by-service basis.
When the available bandwidth reaches a user defined limit additional channels can be automatically added.
Similarly, when traffic falls then the number of channels in use can be automatically reduced. If there is no data
traffic on any of the channels in use then all lines can be cleared. Since most carriers have a minimum charge for
calls, the period that a channel has to be idle before clearing is configurable. Through these mechanisms call costs
can be effectively controlled whilst ensuring that bandwidth is available as and when it is needed.
Frame Relay
Frame relay is a wide area networking protocol loosely based on ideas borrowed from the X.25 protocol. Individual
network connections are multiplexed over a common medium by the use of Permanent Virtual Circuits (PVC). This
allows a single Leased Line to provide connectivity to a number of different locations. Frame relay is currently
implemented in IP Office as a CPE or 'router end' protocol over WAN connections. IP Office supports both PPP and
RFC1490 encapsulation with fragmentation of large data packets to provide voice quality of service.
Service Quotas
IP Office allows a user to define the maximum number of minutes that a service, such as Internet Access, is
available for. This is the sum total of calls made and does not include periods of inactivity. Once the quota has
been used the service is no longer available. The quota can be either automatically refreshed daily, weekly or
monthly or manually refreshed by dialing a secure feature code on a handset.
Time Profiles
Time profiles set the operational hours and days of a service. For example this would allow a customer to make
Internet Access available to staff only during lunch times. Using time profiles it is also possible to define an
alternative service to operate outside the operational hours of the main service. This may be used to take
advantage of alternative tariffs at off peak periods. Switching to this fallback service can also be controlled
manually by dialing a secure short code from a handset. This can be particularly useful in allowing quick restoration
of service in the event of an ISP failure.
Bump Call
If a data call is using more than a single channel, this facility allows the system to reallocate a line to a voice call
when all other lines are busy. If the data call is only using a single line the call cannot be bumped.
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8. LAN/WAN Services
Password Authentication Protocol (PAP)
PAP is a method of authenticating the remote end of a connection using unencrypted passwords.
Challenge Handshake Authentication Protocol (CHAP)
Challenge Handshake Authentication Protocol allows an incoming data call to be authenticated using encrypted
passwords. The system also provides the option to periodically reaffirm the authenticity of the caller during the
data call.
Data Header Compression
IP Header Compression (IPHC) reduces the header size of the data packet to gain bandwidth efficiency over Wide
Area Networks.
Data Compression
IP Office supports both Microsoft Point to Point Compression and Stac Lemple Ziv to provide greater throughput on
slow speed wide area network links.
Bandwidth Allocation Control Protocol (BACP)
Bandwidth Allocation Control Protocol allows the negotiation with the other party of the data call to request
additional calls to be made to improve data throughput.
Callback
Three types of call back are supported
•
LCP (Link Control Protocol)
After authentication the incoming call is dropped and an outgoing call is made to a predefined number to
re-establish the link.
•
Callback CP (Microsoft's Callback Control Protocol)
After authentication from both ends, the incoming call is dropped and an outgoing call to a predefined
number made to re-establish the link.
•
Extended CBCP (Extended Callback Control Protocol)
Similar to Callback CP however, the Microsoft application at the remote end will prompt for a telephone
number. An outgoing call will then be made to that number to re-establish the link.
Domain Name Service (DNS) Proxy
Domain Name Service servers provide the translation of familiar names such as www.avaya.com to the IP address
required in order to establish a connection. IP Office provides this service to PCs on the network by proxy.
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IP Office Product Description
Network Address Translation (NAT)
NAT is a mechanism that allows you to use a different IP address to that of your internal network whilst connected
to an external party or service. When connecting to the Internet, ISPs typically want a customer to use an IP
address they have allocated. Using NAT this is easily accommodated, eradicating the need for the customer to
change their network numbering scheme.
Typically, a company maps its internal network addresses to a global external IP address and unmaps the global IP
address on incoming packets back into internal IP addresses. This helps ensure security since each outgoing or
incoming request must go through a translation process. This also offers the opportunity to qualify or authenticate
the request or match it to a previous request. NAT also conserves the number of global IP addresses that a
company needs.
Proxy Address Resolution Protocol (ARP)
Support for Proxy Address Resolution Protocol allows IP Office to respond on behalf of the IP address of a device
connected to it when receiving an ARP request.
Auto Connect
If a service is idle, that is no one is using the Internet, Auto Connect allows the IP office to periodically connect to
a service. This is ideal for mail polling to retrieve email from an Internet Service Provider. An 'Auto Connect Time
Profile' controls the time period during which automatic calls are made, for example not at weekends or during the
middle of the night.
Firewall
The integrated firewall provides an easy point and click configuration allowing the filtering of the most common IP
protocols including File Transfer Protocol (FTP) and Internet browsing (HTTP). Each protocol passing through the
firewall can be restricted/allowed access in four different ways:
•
Drop
No sessions via this protocol will be allowed through the wall
•
In
An incoming session can "punch a hole" in the wall to allow traffic in both directions
•
Out
An outgoing session can "punch a hole" in the wall to allow traffic in both directions
•
Bothway
An incoming or outgoing sessions can "punch a hole" in the wall to allow traffic in both directions.
In cases where a protocol is not supported by default, the firewall can be customized to control packets based on
their content.
IP office allows the configuration of as many firewalls as needed. This permits different security regulations to be
applied to individual dial-in users and data services.
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8. LAN/WAN Services
Light-Weight Directory Access Protocol (LDAP)
IP Office supports LDAP directory synchronization. This allows the telephone number Directory (names and
telephone numbers) held in the main unit to be synchronized with the information on an LDAP server (limited to
500 entries). Although targeted for interoperation with 'Windows 2000 Server Active Directory', the feature is
sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher.
Remote Access Server (RAS)
IP Office provides RAS functionality allowing external users to dial in to the local area network from modems,
terminal adaptors and routers. Several of the previously described features and services can be applied to the dialin users to create a powerful Remote Access Server. Dial-in users can be authenticated using either PAP or CHAP.
Once authenticated the DHCP server can automatically assign the user an IP address to use whilst connected to
the LAN. Individual time profiles and firewalls can be applied to the user restricting what they have access to and
when they have access. For further security and accounting ease, IP office can automatically call a user back. This
keeps the cost of the telephone call on the company telephone bill removing the need to process individual
expense claims.
Transaction Packet Assembler Dissembler (TPAD)
TPAD is a lightweight version of the X.25 protocol used in the retail market for transaction processing. Through
faster transaction processing a retailer can reduce the floor limit of credit authorizations and benefit from lower
transaction charges. A PDQ or credit card "swipe" terminal can utilize the digital trunks, via the DTE port or the
USB on the rear of the IP Office. Since the link between the main unit and the transaction authenticator is digital
no modems are required at either end.
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IP Office Product Description
IPSec Tunneling
IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public
internet. The corporate data is secured using 3DES encryption making it unintelligible to other parties that might
be 'eaves dropping' on the traffic. Tunneling can be applied to link offices together or provide workers access to
the office over the internet. All Platforms support up to a total of 256K worth of encrypted traffic to multiple
locations. Initially, inter-working is supported only between IP Offices that are connected either directly on a WAN
port or via the LAN using a 3rd Party router. IPSec is enabled on IP Office through a License Key.
Note: Check with Avaya for supported scenarios and 3rd party devices.
Layer 2 Tunneling Protocol
PPP authentication using PAP or CHAP takes place between directly connected routers only. When using a public IP
Network to connect sites this authentication takes place between the customers router and the service provide
router that it is connected to. In some circumstances it is desirable to authenticate between the customer owned
routers, jumping over all the intermediary routers of the service provide network. Layer 2 Tunneling Protocol allow
this to happen by facilitating a two stage authentication, firstly with the service provider router then the customer
router on the remote network.
Routing Information Protocol (RIP)
RIP is a distance vector protocol that allows routers to determine the shortest route to a destination network. It
does this by measuring the number of intermediary routers that need to be traversed to reach the destination
network. If more that one route exists to the same destination the shortest route is used. If a fault occurs on the
shortest route it will be remarked as being infinite and any alternative route will become the new shortest route.
This behavior can be used to add resilience into a data network. Where a customer has an existing data network
comprising of third party routers, IP Office added to the network can provide back up using its routing and dial-up
capability. RIP enabled routers share their knowledge of the network with each other by advertising and listening
to routing table changes. IP Office Supports both the RIP I and RIP II standards.
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9. Phone Manager
Phone Manager
The Phone Manager application offers control of the telephone terminal from the users' PC. Phone Manager is
available in three versions; Phone Manager Lite, Phone Manager Pro and Phone Manager PC Softphone VoIP
mode).
For Phone Manager Lite and Phone Manager Pro, this is similar to the PC-based IP Soft-phone except that the
conversation actually takes place via a standard telephone terminal rather than the PC's soundcard. The Phone
Manager PC Softphone adds PC-based telephony via a sound card or USB headset/handset to the product. See
Section 6, IP Telephony for details.
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IP Office Product Description
Phone Manager Lite
Phone Manager Lite allows all employees to access the features and facilities only previously available to those
working in call centers, or those companies deploying expensive, proprietary feature phones on every desktop.
Using an analog telephone, a digital phone or an IP hard phone, along with a networked PC on your desk, Phone
Manager allows employees to take total control of their phone calls from their PC.
Caller ID/Name Presentation
CLI/ANI is presented as standard so you can see who's calling you before you even answer. The caller's phone
number and name (if known to IP Office) are clearly shown on your PC, allowing you to have a good idea what the
call's about before you take it. Also shown is information on the actual number dialed, this could be your own
Direct Dial In (DDI/DID) number, or a specific department within your organization, e.g. switchboard, sales,
support or administration. This feature allows you to answer accordingly and gives you the flexibility to participate
in multiple groups, particularly important for small businesses. The same information is also displayed should a
second call come-in, allowing you to easily switch between calls or allow the second call to go to voicemail. You
can choose to have the information pop-up on your PC automatically as soon as a call comes in, when you answer
the call, or it can be instigated manually via a click of your mouse.
Call History
Phone Manager's call history keeps a record of all your received, outgoing and missed calls. Double-clicking on any
item calls that number back to return a missed call, or to redial a previously called or received number. It even
alerts you when you've received a new voicemail and presents unread voicemails so they can be simply retrieved
by a click of a button.
Desktop PC Telephony Controls
Phone Manager offers telephony buttons to activate standard functions such as Answer, Transfer, Hold, Account
codes and Conference so you do not need to remember any specific feature codes. You can also elect to forward
your calls and easily edit the forward destination using Phone Manager rather than cumbersome features codes.
Calls can be easily parked using "drag & drop" functionality. Four Call Park areas, which can be shared between
users and operators, or within a department, further add to the ease with which the entire call handling process is
streamlined with Phone Manager.
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9. Phone Manager
Personal Productivity & Collaboration
Phone Manager features a Busy Lamp Field and Direct Station Select. This allows users to customize the
application to reflect the status of their department, immediate colleagues or the whole company as desired. The
Direct Station Select allows you to dial regularly used internal and external numbers via a single-click. A single
Direct Station Select icon allows you to dial their work, mobile/cell phone and home numbers. The Busy Lamp
Field feature allows you to see at a glance, who's available to take a call, who's already on a call and who's placed
their phone on Do Not Disturb. Calls can be easily parked using "drag & drop" functionality. Four Call Park areas,
which can be shared between users and operators, or within a department, further add to the ease with which the
entire call handling process is streamlined with Phone Manager.
•
Internal user
•
Work phone
•
Mobile/Cell phone
•
Home phone
When Microsoft Live Communications Server (LCS) is also available, Phone Manager users can also view
colleague’s presence (online, away, offline, etc.) as well as send Instant Messages (IM). For example you could
send an IM to alert a colleague that an important call is waiting for them even though they’re busy on a call.
Phone Manager also offers Conferencing Center toolbar buttons that allow users to book a conference or join a
web conference. Note: The booking feature is only available if permission is specified by your system administrator
and Conferencing Center has been installed (see the Conferencing Center section for further details).
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IP Office Product Description
Phone Manager Pro
Phone Manager Pro builds upon Phone Manager Lite by offering the following additional features:
•
Integration with Contact Management packages (such as Outlook, GoldMine, ACT! and Maximizer)
to facilitate screen popping of the contact details of an incoming caller, dialing from the contact record
with a simple mouse click and simple creation of new contact records with auto-insertion of the telephone
number whilst on a call.
•
Voicemail box control with Voicemail Pro, in either Intuity or IP Office modes, which allows you to play,
rewind, fast forward, save or delete your voice messages. It also allows Pro users to configure their
Personal Distribution Lists (Intuity mode).
•
Personal phone number directory which allows further personalization and improves productivity:
•
•
Name matching: If the Caller ID is recognized in the local PC directory, the caller’s name can be
displayed
•
Simple incoming call scripting: Scripts can be displayed based on the Caller ID or the dialed
number (DID/DDI) to remind users of a specific greeting or sales pitch to use.
•
Distinctive ringing: Allows the configuring of distinct ringing on a per caller basis. PC sound files
can be associated with incoming callers' numbers and then played through the PC speakers when
a call is received from that number. This allows you to easily differentiate calls from important
customers and clients, and those from unknown callers.
Compact mode which minimizes the screen space required to run the Phone Manager application. While
in compact mode, a notification slider alerts of new calls and allows the user to view the caller ID or
associated caller’s name and answer the call. Users can easily switch between standard & compact.
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9. Phone Manager
•
Agent Mode operation which allows the user to perform contact center functionality without needing a
specially designed contact center telephone, for example one with dedicated keys such as log on/off. You
can also easily activate Account codes (during or before the call) through the “Account Codes” tab which
allows the user to tag the call with an alphanumeric account code via a single-click. Agent-mode users can
set their phone on “Busy” or “Wrap-Up” and select which hunt group they are member of via simple button
clicks.
Busy Wrap Up
Select Group membership
Busy Not Available
Start and
Stop Call Recording
If your Phone Manager Pro is also VoIP enabled, then you can act as a contact center agent entirely through
your PC
•
Queue monitoring allows you to monitor the number of calls waiting on up to 2 queues.
•
Door entry control allows you to remotely activate the two electric switches connected to the IP Office.
•
Time on call shows call duration.
•
Separate tabs for Incoming, Outgoing and Missed Calls.
•
Multiple Speed dial tabs to allow users to group speed-dial/Busy Lamp Field icons by department or
location e.g. Sales or Support. Up to 10 tabs, each of up to 100 icons.
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IP Office Product Description
Phone Manager Feature Comparison
Feature
Phone Manager
Lite
Phone Manager
Pro
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
Speed dial management.
Yes - 15 icons
maximum.
Yes - 100 icons
maximum per tab.
Busy Lamp Field (via speed dial).
Yes - 15 icons
maximum.
Yes
Multiple Speed Dial tabs (to group Busy Lamp Field icons)
–
Yes - 10 tabs
maximum.
Microsoft Live Communications Server (LCS) Integration
Yes
Yes
View internal users’ presence via LCS
Yes
Yes
Send Instant Messages (IM) to internal users via LCS
Yes
Yes
Compact mode
–
Yes
Local Phone Directory.
–
Yes
Call history log – in, out, missed, messages.
Yes
Yes
Separated incoming/outgoing call log.
–
Yes
Collect new voicemail messages.
Yes
Yes
Voicemail box control (Intuity and IP Office modes).
–
Yes
Personal Distribution List set up (Intuity mode)
–
Yes
Incoming call scripting.
–
Yes
Time on call.
–
Yes
Door opening control.
–
Yes
Queue monitoring.
–
Yes - 2 Queues
Conference Control Display.
Yes
Yes
Conferencing Center action buttons
Yes
Yes
'Screen pop' contacts
(Outlook, Goldmine, ACT! and Maximizer).
–
Yes
Simple Outlook contact record creation.
–
Yes
Agent Mode.
–
Yes
Distinctive Ringing (WAV file).
–
Yes
Advice of Charge Indication
–
Yes
Post Connect dial
(sending DTMF whilst connected to another party).
Yes
Yes
VoIP mode (to run as an IP softphone)
–
Option
(this feature is only supported in Greece & Germany).
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9. Phone Manager
Phone Manager System Requirements
•
Any IP Office system and supported telephone (hands-free operation is only supported on suitable
24xx/44xx/46xx/54xx/56xx/64xx series phones).
•
Ethernet attached PC running Microsoft Windows 98/NT4/2000/XP, in conjunction with TCP/IP Networking.
•
Phone Manager Lite/Pro: Minimum Pentium 266Mhz or above with 64MB RAM and 50Mb of free disk space
(sound card if audio features required)
•
Phone Manager PC Softphone (VoIP version): requires a VoIP license in addition to the Phone Manager Pro
user license. Please see section 6 (IP Telephony) for the minimum PC requirements.
•
Optional Microsoft Outlook 98/2000/2003/XP, Act! 6.0, Maximizer 7.5 and Goldmine 6.0 for contact
management integration.
•
Optional Internet Explorer 6.0 or above for Conferencing Center integration.
•
Instant Messaging options require the network to have a Microsoft Live Communication Server (LCS) with
both a server license and client licenses for each user. Phone Manager was tested against LCS 2003 and
2005. No license is required in the IP Office.
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10. SoftConsole
SoftConsole
The PC based Windows Operator Console 'SoftConsole' has been specifically designed to benefit businesses
through improved operator service. Deployment of the SoftConsole provides the operator with the correct
information to prioritize call handling and give the appropriate response to the caller. At the same time, the
operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a
professional manner, enhancing the image of the company.
SoftConsole has been designed to be easy to use, whilst offering a look and feel, which will appeal to experienced
and novice operators alike.
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IP Office Product Description
The console is divided into the following areas:
•
•
Main Menu Bar
Commands & actions are available through menus. Some items are only accessible when the right
conditions occur e.g. when a call is received. The following items available are:
•
Login.
•
Save Profile.
•
New call.
•
Answer call.
•
Hold call.
•
Transfer call.
•
Transfer complete.
•
Reattempt transfer.
•
Conference.
•
Hang up.
•
Page.
•
Record call.
•
Compact view.
•
Dial Pad.
•
Access conference room 1.
•
Access conference room 2.
•
Options.
Call Details Panel
The call details panel on the left shows details of the current call which will include the following
information:
•
Calling Name
The system directory name associated with the calling number.
•
Calling Number
The telephone number of the call originator.
•
Called Name
The system user name or hunt group name associated with the called number.
•
Called Number
The extension number the incoming call has been routed to by the system.
•
Call Status
States the progress of a call. The border around the call status panel changes color to indicate the
status of the call.
•
Call Duration
The length of time that the has been in the state as indicated by the Call Status
•
Notes
This area displays notes or information about the call i.e. when a call has been returned as there
was no answer from the extension it was transferred to. If annotation is attached to the call,
details are shown in the Notes area.
If a new call arrives, the call details panel will display the calls waiting to alert the user and allow answering
of the call based on the Caller ID.
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10. SoftConsole
•
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 user)
•
Single directory entry details
Including IP Office users, Hunt Groups and external directory user (non IP Office user).
•
Details about a consultation call
When operator wishes to carry out a supervised transfer.
•
Script file
When a script file has been configured for either the calling or called number. For example, an
operator may be answering calls on behalf of more than one company. To ensure the call is
answered with the correct company name a script file can be created with the company name
details. The script file is displayed whenever a call is received for that company.
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IP Office Product Description
•
Conferencing
Within SoftConsole calls can be conferenced when held or a conference can be created through the two
conference rooms:
•
Conference Held Calls
An operator can conference calls that are in the Held Panel. All calls in the Held Panel will be
conferenced.
•
Conference Room
An operator can configure up to two conference rooms including details on who is hosting the
conference plus the ability to send out invites to conference participants (automatic invites can be
generated in conjunction with Voicemail Pro, see Conferencing Center for more details). Participant
status as depicted by icons in conference room:
Not Invited.
Invited.
Joined.
Declined.
Unavailable
•
Queue Panel
The queue panel displays graphical information via means of a dynamically updated bar graph, on the
number and the status of external calls held in a particular queue. Up to 8 Call queues can be configured
and labeled to reflect incoming calls for specific Hunt Groups.
•
Held Calls Panel
The held call panel enables the operator to manage all calls held at the operator station. These will appear
as a list in panel. The operator can perform the following the functions: Answer the highlighted held call,
Answer the longest held call, Conference held calls (see conferencing section above) or Transfer held call
•
BLF Panel (Busy Lamp Field Panel)
The BLF panel displays icons to indicate the status of selected users. Each Icon provides information on
individual users such as: Unread 'User' voicemail messages, User status information e.g. Busy, DND and
Forwarded or Tabs can be configured to indicate different groups of BLF icons.
•
Park Slot Panel
The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot.
•
Status Bar
Shows current status of the system. The bar is divided into four sections that display: The current
connection status, The current Profile name, Information messages e.g. alarm conditions and The number
of new voice mail messages for the operator.
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10. SoftConsole
SoftConsole Configuration
SoftConsole has plethora of configurable options available to the operator to personalize the look and feel and
tailor the usability specifically to each operator's personal preferences. The following configuration options are
available:
•
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.
•
Queue Mode
This tab enables the operator to configure the queue window with up to 8 hunt group queues, which will
include a recall queue. Queues can be created, edited and deleted while also providing the operator with
the additional benefit of positioning them in the queue window in order of operator preference.
Management by exception is employed to monitor queue status by enabling the operator to configure
various alarm thresholds such as the Number of calls in queue and Longest waiting call time. Note: a
media file can be associated with an alarm.
•
Park Slots
This tab enables the operator to configure, which park slots are accessible on a system wide basis up to a
maximum of 16. The operator is also able to assign which key sequences are used to access each park slot
and where they appear within the park slot panel.
•
BLF Groups
This tab enables the operator to create and edit BLF groups.
•
Door Entry
This tab enables the operator to configure up to two door entries.
•
Directories
This tab enables the operator to configure access to the following directories: SoftConsole local directory,
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IP Office Product Description
IP Office directory and Microsoft Outlook contacts. Secondly the operator is able to configure, which fields
will be displayed for each individual directory entry.
•
Conferencing
This tab enables the operator to set up the names of the two conference rooms. This name will appear on
the telephone displays of users in the conference room (maximum of 10 characters).
•
Keyboard Mapping
This tab enables the operator to assign short cut keys for SoftConsole functions.
•
Keyboard Actions
This tab enables the operator to specify the default action when alphabetic or numeric characters are
entered.
•
Alphabetic Keystrokes: Begin directory search or Open call annotation window
•
Numeric Keystrokes: Begin directory search or Open pop-up dial pad
•
Appearance
This tab enables the operator to change the appearance of SoftConsole fonts, skins and the call
information window color.
•
Save
This tab enables the operator to save the changes made to the configuration of SoftConsole either
automatically or manually.
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10. SoftConsole
SoftConsole Administration
SoftConsole has an administration mode that enables the operator to configure the following settings:
•
Change and create templates
SoftConsole comes with three predefined templates, which can be altered. Or new templates can be
created.
•
Control panel views
The BLF panel, held calls panel and park slot panel can be disabled or enabled for viewing purposes only
when the operator accesses the viewing menu.
•
Change the Administrator password
•
Edit operator profiles
Each operator can have a personalize profile, which can be configured by the administrator.
•
Specify the maximum length of call notes
IP Office supports numerous different endpoints within the 24xx, 64xx, 46xx and 44xx series. These have
differing display sizes, which means the administrator is able to tailor the call notes field according to the
endpoints utilized.
SoftConsole PC Requirements
•
IP Office switch software release 2.0 or higher
•
Ethernet attached PC running Microsoft Windows 98/NT4/2000/XP operating systems, in conjunction with
TCP/IP Networking.
•
Minimum Pentium II processor 400Mhz or higher with 64MB RAM (or higher as specified by the Windows
version) and 1Gb of free disk space (plus sound card if audio features are required)
•
A maximum of four SoftConsole applications can be run per system (a license controls the number of
simultaneous SoftConsole users).
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11. Voicemail
Voicemail
Voicemail is one of the many applications provided to increase business efficiency and improve client handling.
Voicemail provides the equivalent of a telephone answering machine on every employee's desk, indeed, voicemail
facilities can be allocated to remote employees even though they may not have a desk or telephone in the main
office.
Voicemail allows callers to leave messages for you when you are out of the office, away from your desk or
engaged on another telephone call. Voicemail messages can be retrieved either locally or remotely via any
telephone (you will be prompted for a PIN number if you are using any telephone other than your allocated
extension or a trusted location e.g. your mobile telephone).
Alternatively, you can forward your voicemail to your email and collect it via your PC. This approach allows you to
use your PC to display your two different types of messages. It also frees your telephone for incoming calls whilst
using your PC to playback your voicemail. You can then also forward your voicemail, just like any email. For full
integration with Microsoft Exchange server and control of voicemails from your client PC, please see Integrated
Messaging Pro (described later in this section).
Voicemail, when used in conjunction with IP Office's Phone Manager application, ensures that you will never miss a
customer call again, even when the caller decides not to leave you a voicemail message. In this case the caller's
number will be left on the Caller Display of your telephone and/or your PC screen allowing you to dial them back
upon your return.
All IP Office systems have been specifically designed to give a business a competitive edge, by providing a total
communications system. To this end a Voicemail application is provided as standard on all IP Office systems.
Five voicemail modes of operation are available:
•
Voicemail Lite
•
Voicemail Pro
•
Embedded Voicemail with Auto Attendant (IP406 V2 and Small Office Edition only)
•
Voicemail Pro Networked Messaging with other voicemail systems
•
Centralized Intuity Audix / Modular Messaging Voicemail
Voicemail Lite is the standard voicemail application provided with all IP Office platforms. Voicemail Pro builds on
the features and facilities offered by Voicemail Lite and can be tailored to meet the individual needs of a business
by adding applications such as auto-attendant, call recording and advanced Call Queuing.
Both Voicemail Lite and Voicemail Pro applications can reside on a Windows 2000, 2003 or XP Professional PC.
Communication between IP Office and this 'Voicemail server' is via IP over a LAN connection. No specific hardware
is required – not even a PC sound card.
If a PC cannot be designated as a voicemail server or you prefer to save space with an all-in-one-box solution then
Embedded Voicemail is the preferred option. It can be used with Avaya supplied memory cards on the IP Office Small Offic Edition and the IP406V2. On the Small Office Edition it uses voice compression channels.
The voicemail server is multi-lingual and can offer different prompts depending on the user's preferred language,
independently of the other internal users' set-ups. Similarly, external callers can hear prompts in their own
language depending on their incoming call route (e.g. based on CLI/ANI or DDI/DID). This is very useful to
multinational companies or in multi-lingual markets.
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IP Office Product Description
Feature Summary
For further details refer to Voicemail Feature Comparison at the end of this section.
Feature
Embedded
Voicemail
Voicemail
Lite
Supported IP Office
Systems
Small Office and IP406 V2
PC Based - All IP Office systems.
Mailboxes
Not limited.
Message Storage Capacity
Small Office = up to 10 hours.
IP406V2 = up to 15 hours.
1MB per minute up to hard disk capacity.
Maximum Simultaneous
Calls
Small Office VCC3 = 3
Small Office VCC16 = 10
IP406 V2 = 4
4 Max.
Requires licenses:
Small Office = 10
IP403 = 10
IP406 V1/V2 = 20
IP412 = 30.
Centralized operation.
No.
No.
Yes.
Queue Announcements
No.
Yes.
Yes.
Auto Attendant
Yes.
No.
Yes.
Call Recording
No.
No.
Yes.
Intuity Emulation
No.
No.
Yes.
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Voicemail pro
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11. Voicemail
Centralized Voicemail
Where IP Office is deployed in Definity/Multi-Vantage/ACM Environments it may be desirable to utilize the
voicemail system, whether Intuity Audix or Modular Messaging, to provide voicemail services to IP Office users.
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
Definity/Multi-Vantage/ACM system.
Embedded Voicemail
(IP406 V2 and IP Office - Small Office Edition only)
In environments like retail or home office where no space for a PC is available or you do not want to keep a PC
running all the time (notably to avoid the risk of someone accidentally switching off the PC thereby taking away
the voicemail service), Embedded Voicemail may be the preferred option to enable an entry-level voicemail service.
On the IP Office Small Office Edition and the IP406 V2, Embedded Voicemail can be installed to provide an entrylevel voicemail service. With the Small Office Edition this solution does require a voice compression channel for
each call that it handles. See the Voicemail Feature Comparison table for functional details and the IP Office Small Office Edition section for further details.
The maximum number of messages stored is only restricted by Embedded Voicemail cards storage capacity
(currently around 10 hours on the Small Office Edition and 15 hours on the IP406 V2).
The features available include:
•
No Licence Key required.
•
4 independent Auto Attendants (AA).
•
3 time profiles per AA.
•
Up to 12 menu items per AA.
•
Auto Attendant - automatic time out to fallback location: Default set to 8 seconds.
•
3 Port voicemail as standard on Small Office Edition (10 ports with 16VC variants of SOE), 4 port voicemail
for IP406 V2.
•
Up to 10 hours storage on SOE, 15 hours message storage on the IP406V2.
•
Default local access from each station.
•
Define system-wide short code for VoiceMailCollect (e.g. *9N).
•
Set access code/PIN for each extension for secure access.
•
Configurable record time: Default value 2 minutes, maximum value 3 minutes.
•
Access codes: Minimum of 4 characters to be set.
•
All G11 languages stored on the Flash Memory card.
•
Help menus (via *4). Greetings & Mailbox Navigation.
•
Voicemail Breakout: Press *0 at any time to return to the operator.
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IP Office Product Description
Voicemail Lite
IP Office's standard Voicemail application can handle up to 4 simultaneous calls. When enabled Voicemail Lite
automatically answers your telephone when you are not available to take a call. Personal greetings can be
recorded, providing confirmation that the intended recipient will actually receive the message.
Messages may be played as a continuous loop. This allows information to be heard, but no message to be left. The
caller may press a key on the telephone at any time to be transferred to a pre-determined number, usually the
receptionist or secretary.
When voicemail messages have been left, the number of new messages waiting will be displayed on the Phone
Manager application and/or the telephone caller display panel if used. Voicemail Lite can also periodically ring the
extension to deliver any new messages. When voicemail messages are left they are time & date stamped and the
caller's number recorded. Once listened to, old messages are deleted 24 hours after being left. Alternatively they
may be saved permanently.
Voicemail can be collected remotely by dialing the Voicemail Lite server. Using the security inherent in all IP Office
systems, if the number the user is dialing from is "recognized" (home number or Mobile/Cell Phone for example),
they will automatically receive their voicemail as if collecting it from their office extension. This is especially useful
when collecting your voicemail whilst on the move, using your Mobile/Cell Phone in hands-free mode. If the source
number is not recognized, users will be prompted for a mailbox number and a PIN code for that mailbox, before
they can collect voicemail. Users have the ability to set and change their own PIN codes.
Where a voicemail needs to be copied to others, Voicemail Lite provides many options:
•
Voicemails can be simply forwarded to another mailbox, or group of mailboxes
•
Recipients can append their comment to the voicemail before forwarding to another mailbox(es).
•
Alternatively voicemails can be forwarded as emails.
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11. Voicemail
Voicemail Pro
Voicemail Pro builds on the features and facilities offered by Voicemail Lite, can be tailored to meet the individual
needs of a business and can scale up to 30 simultaneous calls if required.
Voicemail Pro allows message handling for individuals or groups, provides information to callers, assisting the
operator during periods of heavy call activity and more by including a powerful voice processing system and an
easy to use graphical user interface - the 'Voicemail Pro Manager'. Voicemail messages can be integrated into a
user's email box and dealt with as any email message. Through the use of Text To Speech facilities users can be
provided with access to their voice and email messages through the telephone whilst in the office or remotely
when away from the office.
The Voicemail Pro Manager application also allows far more to be achieved than just guiding a user to the group or
extension they require. It allows Voicemail Pro to dial back users, internally or externally, as soon as a voicemail
message is left for them. It provides security, by prompting for a PIN code should a user wish to change their
Forwarding or Follow Me number from an external telephone.
A single Voicemail Pro server (PC-based) can provide voicemail services to multiple IP Office systems over the LAN,
WAN or a Frame Relay network. This is referred to as 'Centralized Voicemail' and can reduce costs, whilst
facilitating communication between IP Office sites.
Other uses for Voicemail Pro include Whisper Announce which prompts callers for information (usually their name)
which is recorded and passed on to the user's extension (if free), allowing them to choose to accept the call or not.
This is particularly useful on "CLI/ANI withheld" numbers - usually calls from telesales companies where somebody
is trying to sell you something. Voicemail Pro will not intrude onto busy extensions.
Assisted Transfer allows transfer of a call to a destination, but allows the call to return to Voicemail Pro
automatically for other options should the called party be engaged, or not answer within a pre-determined time.
By testing conditions (such as whether out-of-hours), calls can be routed depending on system or user-definable
criteria. Conditions are constructed from a set of basic elements. These elements can be combined within a single
condition to create complex rules. For example, the Week Planner can be used to define the company's standard
working hours, and then combined with the calendar to define exception days such as public holidays / vacation.
Voicemail Pro also offers the concept of modules. Modules allow you to create sequences of actions that you want
to share between a number of different call routing scenarios. These modules can be used to create a library of
vertical voicemail applications or just easy dissemination to other IP Office voicemail sites, thanks to its import and
export functionality.
Voicemail Pro can also trigger external actions such as activating the external relays on the IP Office. For example,
remotely checking the status of the office heating and then turning it on from your Mobile/Cell Phone on your drive
in to work.
Voicemail Pro provides the ability to allow a caller to select the language in which they require the system to
respond in.
Finally, a Speaking Clock, that takes its time from the Voicemail server, is built into Voicemail Pro to minimize call
charges.
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IP Office Product Description
In summary Voicemail Pro adds:
•
Voicemail Pro Manager graphical user interface.
•
Customizable voicemail services for individual business requirements.
•
Personal Numbering.
•
Broadcast group messages.
•
Audiotex and Auto-Attendant services (including dial by name).
•
Sophisticated Queue Announcement facilities.
•
Conditions (e.g. test if 'out of hours').
•
Automatic and On Demand Call Recording with an optional Search and Play utility if using IP Office
ContactStore.
•
Voice Forms/Questionnaire Mailboxes (Campaign Manager).
•
Personal distribution lists.
•
Access to Database information for building Interactive Voice Response (IVR) systems.
•
Tag information retrieved from a database to a call and deliver it with the call to an agent.
•
Visual Basic (VB) Script support to allow the configuration of the Voice system through VB Scripts rather
than Voicemail Pro call flows.
•
Extended Personal Greetings to customize the information presented to a caller based upon the availability
of a user.
•
Text To Speech facilities to allow emails to be read out over the telephone and/or for database information
to be read to a caller in 14 languages.
•
Housekeeping facilities for the management of messages.
•
Automatic detection and routing of Fax calls within Auto Attendants and within a subscriber's voicemail
box.
•
Forwarding of voicemail messages to Email systems via SMTP.
•
Support for a range of the Intuity telephone user interface features in Intuity emulation mode.
•
Recording of system prompts through the telephone handset or using multimedia facilities on a PC.
•
Speaking Clock.
•
22 supported prompt languages: Chinese, Danish, Dutch, English (UK), English (US), Finnish, French
(France), French (Canadian), German, Greek, Hungarian, Japanese, Italian, Korean, Norwegian, Polish,
Portuguese (European), Portuguese (Brazilian), Russian, Spanish (Castilian), Spanish (Latin American),
Swedish.
•
Centralized voicemail within a multi-site IP Office environment.
•
Networked Messaging with other Avaya voicemail systems.
•
Capacity of up to 30 ports (dependant on IP Office Control Unit type).
Further details on some of the Voicemail Pro Manager functionality listed above are described later in this section.
Further information on Queue Announcements, Call Recording and Campaign Manager can be found in Compact
Contact Center (CCC).
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11. Voicemail
Networked Messaging
Increasingly organizations are operating a number of different voicemail systems across a number of sites. In this
situation it is important to be able to provide integrated operation between voicemail systems so that messages
can be passed between systems and delivered to a user's mailbox seamlessly. This is achieved by IP Office
Voicemail Pro being licensed to support Networked Messaging.
The Networked Messaging Solution defines a common set of features to allow inter-working between Avaya
voicemail systems. In Intuity mode, whilst listening to or having listened to a message, the user can select the
option to forward the message to another mailbox, the mailbox entered can be any mailbox number on the local
system or any mailbox on a remote Avaya system.
The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each
Voicemail Pro server and will operate with other IP Office systems supporting this feature, the Avaya Interchange
and Avaya S3210 servers.
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Auto Attendant
In addition to its advanced voicemail facilities, Voicemail Pro provides an easy-to-use, multi-level configuration tool
'the Voicemail Pro Manager' which allows network managers and system administrators to construct an interactive
system, based upon DTMF telephone key entry.
At its most basic, this allows an Auto-Attendant system to be built and configured to suit the way the company
operates in the best interests of staff efficiency and customer service, be that on its own, or as a back-up for the
regular operator when call volumes are high. Voicemail Pro also offers the ability to enter the name of the person
via DTMF key entry, after which the auto-attendant offers the caller a possible name that matches or if there is
more than one, a selection list is provided and allows the caller to select which one they wish to call.
As an example, Voicemail Pro can be used to build an Auto-Attendant that prompts callers to "enter 1 for sales, 2
for support, 3 for admin, or 0 for the operator" allowing them to be transferred to the appropriate department
without operator intervention. Alternatively, a list of personnel and their extension numbers could be listed,
allowing the caller to directly access the person they want. For larger companies it could be department number
listed first, followed by the list of employee extensions within the department.
The latter two examples are ideal where company telephone operation has changed from a central operator only
based system to Direct Dialing In (DDI/DID), allowing callers to "learn" the required extension number from the
prompting of Voicemail Pro, and then in future dial the extension number directly. Auto-Attendant operation is also
ideal where multiple languages are required, for example "Dial 1 for English, 2 for German, 3 for French, ...".
Auto-Attendant created using VoiceMail Pro Manager
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11. Voicemail
Accessing Database Information within Call Flows (IVR)
The Voicemail Pro Manager provides the ability to construct powerful interactive systems based upon DTMF
telephone key entry. This 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
through the use of the standards based ADO interface (ActiveX data objects). The system is capable of retrieving
information from a database and writing information into databases. The result of this is that powerful Interactive
Voice Response systems (IVR) can be designed to specifically meet the requirements of the business and the
customer experience that is required.
Example interactive systems that can be built as a result of these facilities include: Information Bulletin Boards,
order taking and order processing systems, front end systems to Help Desks/Support Desks, Contact Centers,
secure access to information through PIN checking, survey systems, remote time sheet management, etc.
The ability to interact with Database information is enabled through the purchase of the IPO LIC - IP400 3rd PRTY
IVR RFA license key. The entry of this key will enable the operation of four new Database Action Icons within the
Voicemail Pro Manager GUI.
Example Call Flow Utilizing Database Actions
The new 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.
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IP Office Product Description
As with other Voicemail Pro call flow actions the new database actions include the ability to communicate with the
Avaya Compact Contact Center for reporting purposes.
Access to ADO compliant databases is achieved through the use of database drivers. As standard the installation of
the Voicemail Pro software will include the installation of the Microsoft Data Access Components (MDAC) version
2.5 service pack 3 to provide access to most database systems. Any database not included within this list can be
added to the system.
Interaction with the opened database is achieved through the use of Structured Query Language scripts (SQL). An
administrator can enter SQL script directly into the 'specific' section of the Database Execute action. For
administrators that are not familiar with SQL scripts a script can be automatically created through the use of a SQL
Query Builder Wizard. The wizard will allow the administrator to create the SQL script by simply selecting options
from drop down menus, e.g.:
When 'Selecting' information from a database:
In the example above the system will find the 'Title' filed entries within the 'Booklist' table where the 'Author' field
contains the string held within the $key field ($key is the last DTMF entry made by the caller through their
telephone handset, DTMF entries can be numeric or alpha-numeric through multi presses of the telephone
keypad).
Alternatively, information can be 'Inserted' into a database:
In the example above the fields within the 'OrderDetails' table will be updated with the information held within the
defined system variables, i.e.:
ContactTelephone will be updated with the current contents of the $CP4 variable, Cost will be updated with the
current contents of the $DBD[1] variable, etc.
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The information retrieved from a database can be assigned to any system or user defined variable and can be used
at other points within a Callflow. For example any information held within a system variable can be passed to an
extension through the use of the Callflow action ‘Assisted Transfer’. When an assisted transfer is completed any
information assigned to the transfer will be passed to the extension and will be displayed on the telephones
display. Alternatively, this information could be used by third party applications through the use of the TAPI
interface for popping applications on a PC screen.
To further enhance the new database facilities two additional actions have been added to the Voicemail Pro Client.
These actions are 'Alphanumeric Collection' and a 'Speak Text' action.
The Alphanumeric Collection action allows the system to collect characters as well as numbers through the
telephone handset. A user can select the character they require through multiple presses of a key on the keypad.
This is a similar operation to text entry on a mobile phone or the letter collection facility on Intuity Audix, e.g.:
letter K is generated from pressing the 5 key twice. As a key is pressed the system will read back the letter that is
selected.
The Speak action allows the use of Text To Speech facilities to play information back to a caller.
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IP Office Product Description
Using Text To Speech (TTS) Facilities within a Callflow
To further enhance the database facility, Text To Speech facilities can also be licensed. TTS facilities can enhance
the callers experience by allowing the system to read back to them any information that has been captured from a
database. In the examples above, a Book Shop system, the caller dials into the system and is asked for an ISBN
number or for the Author's name of the book they require. The caller enters an Authors name through the
telephone keypad and the system locates the title of the book from the database. As well as finding the title, as in
the wizard above, the system could also look up the Author of the book and whether there were any books in
stock. By using TTS, the system could now respond to the call:
" The book, Lord Of The Rings, costing $6.99, written by J R R Tolkien is in stock".
Offering to allow the caller to order this book by entering contact and credit card details could now enhance this
system further.
The TTS facility is provided as a license through the use of either the IPO LIC-IP400 Avaya TTS RFA 1 or IPO LIC IP400 3rd PARTY TTS SPPRT RFA 1.
Each license purchased provides a single use of a TTS engine, multiple engines can be licensed on each Voicemail
Pro system. For example, a four port Voicemail may have two TTS licenses enabled, these two TTS engines will be
used by all four Voicemail ports on a first come first served basis. At any instance in time only two callers can use
the TTS facility in this example. Purchasing additional licenses will increase the number of TTS engines available.
The Avaya TTS RFA1 utilizes the Avaya TTS engine. In addition to this license the TTS software media pack IPO
CD - IPO AVAYA TTS CD SET will also need to be ordered, this is a 5 CD set containing the TTS engine software
and all supported languages.
The 3rd Party TTS SPPRT RFA provides the Voicemail system with a SAPI 5 interface for use with another suppliers
TTS engine. When using this license, Voicemail Pro will look for a pre-installed SAPI 5 compliant TTS engine on the
Voicemail Pro server and utilize this for the delivery of TTS facilities. Once again a TTS RFA will be needed for each
TTS engine that is required. For information, all Microsoft Server Operating systems are shipped with the Microsoft
TTS engine included as part of the system. As a result this engine should be available for use by a customer as
default. The Microsoft TTS engine will operate with Voicemail Pro.
The Avaya TTS engine currently includes 14 languages as default. During installation the Administrator can select
which Languages they wish to have installed on the Voicemail Pro server. Once installed on the Voicemail Pro
server the TTS engine can use any combination of these languages. The language used will be decided by the
system or user localization that is configured. This means that multi language solutions can be easily provided, for
example some users may have their emails read in US English and others have theirs read in Chinese. Within a call
flow, information can also be read back to callers in different languages by using the 'System Prompt Language' to
select the require language.
The languages currently supported by the Avaya TTS engine are:
IP Office 3.0
Product Description
•
Chinese
•
Dutch
•
English (UK)
•
English (US)
•
French (Standard)
•
German
•
Japanese
•
Italian
•
Korean
•
Norwegian
•
Portuguese (Brazilian)
•
Russian
•
Spanish
•
Spanish (Latin)
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Visual Basic (VB) Scripting
The Voicemail Pro Client call flow interface has been extended to allow an administrator to provide Visual Basic
(VB) scripted logic that can be interpreted by the Voicemail Pro server. This ability allows system administrators to
program the voice system via VB Scripts thus providing additional choice and flexibility in providing IVR
applications.
The new VB script action contains a VB-Scripting parser (Syntax checker) to ensure the legitimacy of the
administrator derived VB Script before it's incorporation.
Each VB script action used within a call flow can contain a maximum of 1000 characters, however a call flow may
contain multiple VB script actions within it.
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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 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.
Diagram illustrating personal numbering
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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
users mailbox that can be played to a caller. In addition to the standard mailbox greetings, the extended personal
greetings provide the ability to present the caller with a greeting that reflects where the call has come from
(internal or external) or why the called party is unable to take the call. A mailbox user can configure the responses
that are played back to the caller, based upon the reason the caller was routed to the Voicemail. The supported
call states are:
•
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 the system is operating 'out of hours'. Out of hours is defined
with IP Office Manager.
A greeting can be recorded for each of the above conditions through the Telephone User Interface (TUI). If a
recording is made for each condition the order of play back to a caller will be:
•
1st - Out of hours.
•
2nd - Busy/Engaged.
•
3rd - Internal/External greeting.
•
4th - No reply.
A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to
present to a caller.
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Group Broadcast Messages
With VoiceMail Pro, two modes of operation exist for the handling of hunt group messages. The method used is
configured for the group through the IP Office Manager.
The first mode places the message in the hunt group mailbox and only informs those individuals configured for
message waiting indication from that group. This is ideal for scenarios where only a few people such as a call
center supervisor need to be initially aware of group messages. This is the default mode of operation. Any
message waiting light lit by this is extinguished when the new hunt group message is accessed by a user.
In the second mode of operation the message not stored in the hunt group mailbox. Instead it is broadcast (copied
and forwarded) to the individual mailboxes of all the hunt group member. This lights the individual messages
waiting light of each user until they access their mailbox.
Personal Distribution Lists
Personal Distribution Lists are only available with VoiceMail Pro when operating in Intuity mode. The feature
provides the ability for a user to distribute a voicemail message to a list of recipients simultaneously. Lists can be
configured by a voicemail box subscriber either through their voicemail box telephone user interface (TUI) or
through the desktop PC application PhoneManager. This feature operates is similar in operation to the same
feature available with the Avaya Intuity Audix.
The 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 can not be accessed by any other voicemail subscriber. Public
lists can be used by other subscribers but can not 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 users
voicemail box.
•
When displayed within PhoneManager Pro, distribution lists can have a list description added to it, this is
only visible within PhoneManager Pro.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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11. Voicemail
Interaction of Voicemail with Email Systems (Unified Mailbox) and Fax
Systems
As standard, Voicemail Lite and Pro allow for a simple voicemail alert or the entire voicemail to be forwarded or
copied to any MAPI or SMTP compliant Email application (Microsoft Outlook, Exchange, Lotus Notes, etc.) as a
.WAV file attachment. This allows emails and voicemails to be unified and collected from a single source – the
email client.
The simple alert option (which forwards only the time, date and caller's number information) has been designed
for use with commercial Short Message System (SMS) services whereby this information can be forwarded to the
display on a Mobile/Cell Phone or Pager when the user is away from the desk. This email notification, forwarding
and copying, can be done for all voice messages or on individual selection and can be activated remotely. This is
beneficial if you are working from home and have an email connection available.
Forwarding voicemail to email is one element of unified messaging and is particularly useful for group voicemail
boxes as it allows a single voicemail message to be copied to the email of every member in that group.
Presentation of Voicemail to Email
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 181
4th May 2005 - Issue 12t
IP Office Product Description
While not directly supplying or supporting fax software, the same result can be achieved with fax to the desktop or
client fax applications when using fax servers. This then allows an Email client (for example Microsoft Outlook) to
be utilized as an easily affordable unified messaging solution. The many benefits of unified messaging include
security (as faxes are sent to the users PC rather than on paper for everyone to see), ease-of-use and efficiency in
terms of storage and retrieval of messages and the great gains that can be made in overall workforce efficiency
and productivity.
To enhance the support of Third Party Fax solutions, Voicemail Pro supports the automatic detection of incoming
fax calls. Traditionally a dedicated telephone number will be provided for all incoming fax calls. In addition to, or as
an alternative to, the Voicemail Pro 'Menu' action or a subscriber's voicemail box (Intuity mode) can automatically
detect any incoming fax calls and then direct the call to a predefined location. The benefit to a business or user is
that only one number is required for either voice or fax calls.
The Voicemail Pro can store the default fax location for the automatic routing of fax calls. Alternatively, with fax
tone detection at the voicemail box, each voicemail box can have their own fax location number. If a voicemail
box owner has set their own fax number then this number will be used instead of the default fax location. A
voicemail box subscriber can set their own fax number through the telephone handset locally or remotely.
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. Zetafax for networks is already used by more than 60,000 customers worldwide.
•
•
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.equisys.com
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
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 182
4th May 2005 - Issue 12t
11. Voicemail
Integrated Messaging Pro (Microsoft Exchange only)
Integrated Messaging Pro allows increased productivity through easier management and prioritization of email and
voicemail messages through one inbox. This optional application integrates IP Office Voicemail Pro and Microsoft
Exchange email systems.
With Integrated Messaging Pro software installed on your PC you will find that your Voicemail messages will
appear in your inbox along with your Email messages. A Voicemail message is shown with a telephone icon. To
listen to the message open it by double clicking on it.
By keeping the voicemail messages on the Voicemail Server, bandwidth is kept to a minimum (each message is
only a few hundred bytes rather than a few Megabytes) and therefore reduces the load on the computer network).
When message files are transferred from the Voicemail server to the Email server using Integrated Messaging Pro
the files are compressed using GSM compression to reduce the overhead on the network (approximately 1:11
compression of a .WAV file).
Users can listen to their voicemails either through their PC speakers, an associated desktop terminal, at home or
on a Mobile/Cell Phone if diverts are set at the desktop. The latter option is useful when working from home or on
the road as it avoids downloading large voicemail files for playback on a multimedia PC.
Integrated Messaging Pro user interface
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 183
4th May 2005 - Issue 12t
IP Office Product Description
The interface offers the following options to the user of Integrated Messaging Pro on IP Office:
•
Playback via your handset, multimedia PC or Mobile/Cell Phone.
•
Forward voicemails to other mailboxes.
•
Delete.
•
Answer in any order.
•
Copy.
•
Fast Forward.
•
Rewind.
•
Time and Date stamp.
•
CLI/ANI information if external, or caller's name if internal.
When presented in Outlook, voicemails will appear similar to emails. Contained within the header message will be
the caller's number information (if the CLI/ANI is available) or a name if the call is internal. If the name is not
contained within the IP Office directory then the extension number will be shown.
With Integrated Messaging Pro, the email server and desktop terminal are synchronized i.e. deleting a voicemail
will remove the relevant email notification and, vice versa, the red message waiting light on the desktop telephone
terminal will disappear if a voice message is deleted within Outlook.
Within Intuity mode on Voicemail Pro voicemail messages can be marked as Private or Priority. Any Priority
message received is shown with a red exclamation next to the telephone icon
with a padlock shown in the toolbar when a message is opened.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
. A private message is indicated
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11. Voicemail
Text To Speech (TTS) for Email Reading (Microsoft Exchange only)
In addition to providing a unified mailbox for voicemails, emails and Fax message, Voicemail Pro can also provide
the ability to retrieve Voice and Email messages through the telephone. When operating in Intuity mode and with
the system licensed for Text To Speech (TTS) facilities the user will be presented with a list of both Voicemail
messages and Email messages. The emails can be read out over the telephone in any of the supported 14
languages, based upon the system or user localization settings. The benefit to the user is that their messages are
now accessible whilst in and out of the office through any telephone.
When accessing messages through the telephone all new Voicemail messages will be presented to the mailbox
owner before any new Email messages. When accessing an Email message the system refers to the message as
"New message with text".
The TTS facility is provided as a license through the use of either the IPO LIC-IP400 Avaya TTS RFA 1 or IPO LIC IP400 3rd PARTY TTS SPPRT RFA 1 (see TTS in Call Flows for a description of these two licenses and the TTS
media pack).
The differences between these two licenses are the language support and a difference in the Email reading
capability. With the Avaya TTS RFA, a TTS engine is included with support for a minimum of 14 languages. All
languages supported are included are made available as part of the license charge and TTS media pack (see TTS
in Call Flows for a list of supported languages). Furthermore, when reading emails the Avaya TTS engine will
analyzes (parse) the Email contents and only play out information that is appropriate, with the 3rd Party TTS RFA
the capabilities offered will depend upon the TTS engine that is then utilized..
Configuring the reading of emails to users is a simple exercise. Firstly, TTS services will be loaded onto the
Voicemail Pro server (the Avaya TTS media pack will install the Avaya TTS engine). Secondly a license key will
need to be purchased and entered into IP Office manager. Thirdly, for each user who is wishes to utilize Email
reading, the user's email address will need to be entered into the User profile details in IP Office Manager and the
facility enabled through the email reading checkbox.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 185
4th May 2005 - Issue 12t
IP Office Product Description
Campaign Manager
As part of Voicemail Pro, Campaign Manager enables the gathering of repetitive information (such as brochure
requests) to be fully automated, leaving agents free to deal with other more complex calls which require human
interaction. A definable sequence of recordings are played to the caller with time in between each recording to
allow the capture of the caller's spoken answers and/or the caller's key presses via DTMF. At the end of the
transaction the caller can be thanked and the completed transaction retrieved by an agent via a web interface or a
short code.
Campaign Manager allows calls in queue to "break out" of the queue, or be directed in an "Overflow" situation to
complete their transactions thereby increasing customer satisfaction by effecting an 'answer' to their call. This
ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded
message stating that they are calling outside of "office hours".
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
11. Voicemail
Call Recording
Voicemail Pro also offers 'Recording Services' which allow the automatic/manual recording of calls for a variety of
applications, such as for training purposes or to monitor abusive callers. As standard, recordings can be directed
to the called extension’s voicemail box or to any other mailbox for later retrieval. Alternatively, recordings can be
stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office.
The system administrator can select whether all calls are required to be automatically recorded or just a selection
of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are not available
then a recording may not be taken (for example all Voicemail Ports are busy).
Voicemail Pro provides a number of methods for triggering the recording of a call.
Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager
application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period during
which Voice Recording should operate can be selected.
•
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.
•
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.
•
Account Code Recording:
An account code can be applied to a call by the user before it is made or during the call. One can also be
applied automatically through CLI matching. Both incoming and outgoing calls which use a particular
account code can be automatically recorded.
•
ICLID/CLI Recording:
Account codes can be assigned to a call by ICLID/CLI matching. This allows recording to be based on a
ICLID/CLI 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.
Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system.
For some situations, it may be a requirement that call parties are advised that their call is about to be recorded.
This is done by switching on the Play Advice on Call Recording option.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 187
4th May 2005 - Issue 12t
IP Office Product Description
IP Office ContactStore
The standard Call Recording facilities provided with IP Office and VoiceMail Pro can be extended further by using
IP Office ContactStore. IP Office ContactStore complements the voice recording capabilities, it stores and catalogs
the recordings so that they are easily accessible for later retrieval. Any recordings that you instruct VoiceMail Pro to
“send to the Voice Recording Library” are placed in a database.
IP Office ContactStore is provided with the VoiceMail Pro software CD set and has an inbuilt 45 day trial license. A
fully featured IP Office ContactStore system can be installed and used for 45 days from the creation of the first
recording. After this time the system will stop taking recordings until a license is purchased and installed onto the
IP Office.
IP Office ContactStore 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
•
The name and number of the parties on the call—where this was available to IP Office (through ANI, CLI
or DNIS) at the time of the call.
•
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 ContactStore are stored as .WAV files. IP Office ContactStore uses the G.726 16kbps
ADPCM compression standard, which provides the best compromise between storage capacity and CPU loading. IP
Office ContactStore is designed to perform compression as a background task, which does not impact the systems
ability to record, search or play other calls. It takes approximately 1 minute to compress a two hour recording.
The compressed recordings are stored as 16kbps G.726 format, storage requirements are therefore 8MBs per hour
of recording.
The IP Office ContactStore suite can be installed onto the same server as VoiceMail Pro but must be loaded onto a
separate partition. Alternatively, IP Office ContactStore can be installed on a separate drive within the same server
or on a separate server. The minimum PC specification when VoiceMail Pro and IP Office ContactStore are
installed on the same server is detailed in the VoiceMail System requirements later in this chapter.
IP Office ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled
according to the security constraints configured within the System Administration pages. Each recording has an
owner; the call owner is the number of the station that recorded the call. You can specify to which stations each
user has replay rights; the user can search for and replay all calls “owned” by those stations. Typically an individual
may be given rights to replay calls owned by their station number while managers may have rights to the station
numbers of all of their staff.
Any hard disk has limited storage capabilities. Once the available hard disk space is used, older recordings will be
deleted, overwritten by newer recordings. To keep copies of recordings or to protect the recordings in the event of
failure/theft/destruction of the hard disk on the recorder or to provide longer-term archive and replay capability,
you can use a DVD +RW drive within the IP Office ContactStore server. With a DVD +RW drive installed in the
ContactStore server, calls can be automatically archived. IP Office ContactStore requires the Nero DVD tools to
write to the DVD drive. You must therefore use a drive that is supported by Nero. If Nero is not bundled with your
DVD drive, you must install it separately. Single-sided 4.7GB DVD +RW media are supported.
The system will automatically generate alarms showing system warnings. Alarms are logged to IP Office
ContactStore's database and held for a month before being purged. The administrator can define specific Email
addresses for alarms to be automatically forwarded to. The email recipient could be a local system administrator,
a manned help-desk and/or suppliers' support desks if you have a support agreement that includes this facility.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 188
4th May 2005 - Issue 12t
11. Voicemail
The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per day
as a "heartbeat" to let you know it is still operating. Failure to receive the daily heartbeat message should be
investigated; it could indicate that the server has failed.
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 includes 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.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 189
4th May 2005 - Issue 12t
IP Office Product Description
The Search and Replay screen, shown below, provides filter fields that you can use to search for calls:
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 190
4th May 2005 - Issue 12t
11. Voicemail
Voicemail Feature Comparison
Platform Support
Embedded Voicemail
Voicemail
Lite
Voicemail Pro
IP Office - Small Office Edition
Yes (uses in built VCM resources)
Yes
Yes
IP403
No
Yes
Yes
IP406 V1
No
Yes
Yes
IP406 V2
Yes (does not use VCM resources)
Yes
Yes
IP412
No
Yes
Yes
Capacities
Voicemail
Embedded Voicemail
Voicemail Lite
Voicemail Pro
Number of
Mailboxes
supported
No specific limit on IP Office - Small
Office Edition or IP406 V2.
No Limit
No Limit
4 simultaneous calls on IP Office
Maximum Number 4 simultaneous calls on IP406 V2.
- Small Office Edition, IP403,
of Concurrent Calls From 1-10 simultaneous calls on IP
(ports)
Office - Small Office Edition depending IP406 V1/V2 and IP412
up on available VCM resources
Up to 30 dependent
on license &
platform
Recording Time
PC dependent
(Requires 1MB per
minute)
IP406 V2: Approximately 15 hours
IP Office - Small Office Edition: 10
hours minimum
IP Office 3.0
Product Description
PC dependent (Requires 1MB
per minute)
©Copyright 2005 Avaya Inc. All rights reserved.
(IP Office - Small
Office Edition=10,
IP403=10,
IP406 V1/V2 =20,
IP412=30)
Page 191
4th May 2005 - Issue 12t
IP Office Product Description
Features
Embedded Voicemail
Voicemail Lite
Voicemail
Pro
Runs as a service
No
No
Yes
Multi-lingual support
Yes
Yes
Yes
Voicemail for Individual users
Yes
Yes
Yes
Voicemail for Virtual users
Yes
Yes
Yes
Voicemail for Hunt Groups
Yes
Yes
Yes
Centralized Voicemail Services
No
No
Yes
Voicemail Ringback
Internal only Internal only Internal &
external
Voicemail Help TUI
No
Yes
Yes
Message Waiting Indication
Yes
Yes
Yes
Integration with Phone Manager Pro
No
No
Yes
Personalized Greeting
Yes
Yes
Yes
Extended personal Greetings
No
No
Yes*
Continuous Loop Greeting
No
Yes
Yes
Forward to Email
No
Yes
Yes
Copy to Email
No
Yes
Yes
Listen To Email (Text To Speech)
No
No
Yes*
Send Email notification
No
Yes
Yes
Integrated Messaging & synchronization
No
No
Option
Save Message
Yes
Yes
Yes
Delete Message
Yes
Yes
Yes
Forward Message to another Mailbox
No
Yes
Yes
Forward to Multiple Mailboxes
No
Yes
Yes
Forward with a Header Message
No
Yes
Yes
Repeat Message
Yes
Yes
Yes
Rewind Message
No
Yes
Yes
Fast Forward Message
No
Yes
Yes
Pause Message
No
No
Yes
Skip Message
No
Yes
Yes
Set Message Priority
No
No
Yes*
Set automatic message deletion timeframe
No
No
Yes
Alphanumeric Data Collection
No
No
Yes*
Callers CLI/ANI, time & date announced
Yes
Yes
Yes
Call Back Sender (CLI/ANI)
No
(internal
only)
Yes
Remote Access to Mail Box
Yes**
Yes
Yes
User Definable PIN Code
Yes
Yes
Yes
Known CLI/ANI PIN Code By-Pass
Yes
Yes
Yes
Breakout to Reception
Internal only Internal only Internal &
external
•
*Intuity mode only.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 192
4th May 2005 - Issue 12t
11. Voicemail
•
**Remote access can be provided via the embedded Auto Attendant on the Small Office Edition.
In-Queue Announcements
Embedded Voicemail
Voicemail Lite
Voicemail
Pro
Queue Entry Announcement
No
Yes
Yes
Queue Update Announcement
No
Yes
Yes
Queue Position 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
Single tier
No
option on IP
Office Small Office
Edition and
IP406 V2.
Yes
Message Announcements
No
No
Yes
Whisper Announce
No
No
Yes
Alarm Calls
No
No
Yes
Assisted Transfers
No
No
Yes
Other Features
Embedded Voicemail
Voicemail Lite
Voicemail
Pro
Call Recording
No
No
Yes
Test Conditions
No
No
Yes
Personal Numbering
No
No
Yes
Speaking Clock
No
No
Yes
Campaign Manager
No
No
Yes
Voicemail Pro Manager
No
No
Yes
Customized Voicemail
No
No
Yes
Intuity TUI emulation mode.
No
No
Yes
Forward Emails to External Systems (VPIM)
No
No
Yes
Third Party Database Access (IVR)
No
No
Yes
Text To Speech within call flows
No
No
Yes
Support for Visual Basic Scripts
No
No
Yes
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 193
4th May 2005 - Issue 12t
IP Office Product Description
IP Office Voicemail Pro Intuity Audix Emulation Features
Voicemail Box
Intuity Feature support
Feature
Basic Commands
*4 (or *H)
Help
*7 (or *R)
Return to main menu
*9 (or *W)
Wait
**6 (or **N)
Look up number/name
**9 (or **X)
Exit system
0 or *0
Transfer call to operator
*3 (or *D)
Delete
**8 (or **U)
Un-delete
**4 (or **H)
Hold message in category
*8 (or *T)
Transfer out
**7 (or **R)
Log in again
Options whilst listening to messages
9
Increase speed
8
Decrease speed
4
Increase volume
7
Decrease volume
6
Skip forward
5
Skip backwards
*6
Skip to next message component
*5
Skip to previous message component
2 or (*2)
Rewind to start of message (skip to
previous message)
3
Play back header after pressing 2
*1
Print fax or text
Options for addressing voicemails
*2 (or *A)
Alternate between name and number
addressing
*5 (or *L)
Use mailing list for addressing
Responding to a message
0
Call the sender
1
Reply to the sender by voicemail
2
Forward with comment at beginning
3
Forward with comment at the end
4
Record and address a message
Main Feature Support
1
Record/Send messages
2
Get messages
3
Create greetings
4
Outgoing and filed messages
5
Personal Options
6
7
IP Office 3.0
Product Description
Outcalling
Autoscan/Autoprint
VoiceMail Pro support
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Not supported
Not supported
Not supported
Not supported
Yes
Yes
Yes
Yes
Yes
Yes
Available as an option but fax messages not
currently supported
Yes
Yes
Yes, provided Caller ID is provided.
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Not supported
Support for options 1, 3-7.
Option 1, to manage distribution lists planned for
November 2004.
Support planned for November 2004
Autoscan supported
©Copyright 2005 Avaya Inc. All rights reserved.
Page 194
4th May 2005 - Issue 12t
11. Voicemail
Voicemail System Requirements
•
Any IP Office system.
•
Any desktop telephone.
•
Ethernet attached PC running Microsoft Windows 2000/2003/XP Professional, with the following minimum
recommended specification. Use of a lower specification may degrade voicemail operation.
•
Windows OS
•
Windows 2000 with Service Pack 3 or later and Internet Explorer 5.5 or later.
•
Windows XP Professional with Service Pack 2 and Internet Explorer 5.5 or later.
•
Windows 2003 and Internet Explorer 5.5 or later.
•
Voicemail Lite:
Pentium 4, 2.4GHz or equivalent.
•
Voicemail Pro:
Pentium 4, 2.8GHz or equivalent with 256 MB of RAM minimum.
•
Voicemail Pro with IMS or Campaign Manager:
Pentium 4, 2.8GHz or equivalent with 512 MB of RAM
•
Voicemail Pro with TTS, IMS, Campaign Manager and Third Party Database:
Pentium 4, 2.8GHz or equivalent with 1024Mb Ram minimum, HD minimum 20GB (preferably
7200rpm for better performance), 2GB for Operating System and VoiceMail Pro plus free space for
voicemail storage.
•
Voicemail Pro and ContactStore:
When ContactStore is used on the same server as Voicemail Pro an additional 256MB of memory
should added to the above specifications. In addition a minimum of 20GB disk space is
recommended to allow for at least 10GB of recordings (over 1000 hours of audio) to be held
online. When operating on its own server the requirements are:
•
•
Pentium 4, 2.8GHz or equivalent with 256 MB of RAM minimum.
Voicemail Pro and CCC:
From IP Office 3.0 onwards this is a tested and supported option. It is subject to the PC and OS
requirements of both applications, whichever is the higher plus the following:
IP Office 3.0
Product Description
•
Maximum CCC Agents: 20.
•
Maximum Voicemail Ports: 8.
•
Windows 2000/2003 Server OS's only.
•
Pentium 4, 2.8GHz or equivalent with 512 MB, 10GB hard disk space.
©Copyright 2005 Avaya Inc. All rights reserved.
Page 195
4th May 2005 - Issue 12t
12. Audio Conferencing
Why use Audio Conferencing?
A problem familiar to any organization is that of communicating effectively. As more and more people work from
home or from dispersed locations, how do you ensure that your employees are planning and working together
effectively, and regularly keeping in touch, when they are separated by time and distance? Also, many companies
choose to sub-contract some services such as payroll, logistics or manufacturing to third-party suppliers. How do
you ensure that you can act as one virtual enterprise? Audio conferencing provides a simple and effective solution.
Audio conferencing makes it easy to include key people wherever they are with minimum interruption from their
work. It responds to business needs that every company faces:
•
More meetings but less time available.
•
Increasing pressure to be at two locations at once.
•
Travel restrictions due to limited budget or risks (e.g. terrorism).
As a result of using conferencing, the benefits gained are:
•
Reduction in travel, leading to lower costs and less wasted time.
•
Increased worker productivity & personal security.
•
More effective working practices, leading to shorter project times, and supporting dispersed organizations
and complex supply chains.
Furthermore the Return On Investment (ROI) is very short as Meet Me conferencing is a built-in feature of IP
Office. The typical ROI of just 4 to 6 months compared to Service Providers-based conferencing services based
upon 2 hourly conferences with 5 participants per week.
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IP Office Meet-Me Conferencing Solution
The built-in conferencing solution within IP Office enables multiple locations to participate in an audio conference.
This allows on-site personnel as well as external parties (whether field-based engineers, sales staff on the road,
customers or suppliers) to plan conference calls in advance or establish ad-hoc conference calls as and when
required.
IP Office Voicemail Pro complements the built-in meet-me conference bridge facility on IP Office IP403, IP406
V1/V2 and IP412 by adding guidance prompts as well as requesting PIN codes as participants enter the conference
for security. For example, if conference calls are regularly scheduled, Voicemail Pro can have pre-programmed Call
Flows for weekly conference calls e.g.: every Tuesday between 2pm and 5pm using PIN code 1234 is the weekly
sales call, etc… Furthermore if multiple conference calls are scheduled, users can alternatively select which one
they need to attend via a simple menu. Should users encounter any issues, calls can be automatically routed to the
operator for assistance.
In addition (if CLI/ANI information is provided by the network), Voicemail Pro can allow CLI/ANI checks to be
performed for further security.
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IP Office Conferencing Capacity
The IP Office platforms provide maximum flexibility for conferencing. Today IP403 and IP406 V1/V2 Office systems
can conference up to 64 parties at once or enable up to 21 three-party conferences, three 21-party conferences or
any other equivalent combination.
IP412 Office systems can conference up to 42 three-party conferences or 2 x 64-party conferences. This capability
is great for large briefings and, uniquely on IP Office, is made really powerful with the meet-me dial-in conference
capability. This means you no longer have to rent expensive conference bridges from your service provider: instead
IP Office can host the conference for you.
•
Note: The term conference party refers to both internal and external callers.
Control Unit Conference Capabilities
The following tables show the maximum number of participants when calling via the different types of interface
available on IP Office:
North America
Maximum
Participants
IP Office Small Office
Edition
IP403
IP406 V1
IP406 V2
IP412
T1/PRI-T1
3
48/46
48/64
64/64
96/92
IP
3
20
20
30
60
Internal users
3
64
64
64
2x64
Total max.
3
64
64
64
2x64
Rest of the World
Maximum
Participants
IP Office - Small
Office Edition
IP403
IP406 V1
IP406 V2
IP412
ISDN
3
60
60
640
120
IP
3
20
20
30
60
Internal users
3
64
64
64
2x64
Total max.
3
64
64
64
2X64
Important Notes:
1. Analogue Trunk Restriction
In conferences that include external analog line calls, a maximum of two analog line calls are supported
per conference.
2. External participants
Each external caller requires a digital trunk/VoIP channel (for example 1 T1 allows 23/24 external parties,
1 E1 allows 30 parties and a VCM-20 allows 20 parties).
3. Use of conference resources by other features
System features such as call intrusion, call recording and silent monitoring all use conference resources, as
does automatic recording if enabled. When any of these features are active, the number of slots available
for conference parties is reduced.
4. The IP412 supports two 64-party conference banks
When a new conference is started, the bank with the most-free capacity is used for that conference.
However once a conference is started on one conference bank, that conference cannot use any free
capacity from the other conference bank (i.e. no more than 64 parties in any one conference).
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Voicemail Pro Requirements (if PIN codes or guidance are required)
Dial in prompts and PIN codes for security were added with Voicemail Pro Release 1.3. This facility simply requires
the Voicemail Pro system license offering simultaneous access to 4 people i.e. 4 participants can type in the PIN or
access a menu at the same time. Once they are on the conference bridge, Voicemail Pro ports are free for other
users. If additional simultaneous accesses are required, further Voicemail Pro ports licenses (in steps of 2-port
increments) can be added (up to 10 ports on IP Office - Small Office Edition and the IP403, 20 ports on the IP406
V1/V2 and 30 ports on the IP412).
If not already available, a PC will be required on which to install Voicemail Pro software (no voice cards required).
This PC is connected to IP Office via the Local Area Network (LAN). Please refer to the Voicemail Pro section for
the minimum PC specification.
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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).
•
Ease of use
Simply dial the direct number allocated to the conference bridge, type in the PIN if required and you have
joined the conference! (PIN codes require Voicemail Pro).
•
Conference control from IP Office Phone Manager Lite and Pro
For ad-hoc conferences with a few participants, staff can easily set up immediate conferences by calling
externally parties and bringing them to the conference bridge. Thanks to IP Office Phone Manager, the
instigator of the conference can keep control: the CLI/ANI number (and the associated name if recognized)
of each participant is displayed within the Conference tab of Phone Manager. If required, he/she can
selectively hang-up a specific participant (see below).
•
Phone commands
External participants can access pre-arranged conference calls from any touch-tone phone and enter PIN
codes or select a menu (requires Voicemail Pro).
•
Customized greeting
Record a personalized greeting per conference (requires Voicemail Pro).
•
Conference entry/exit tones
Single beep on entry/double beep on exit
•
Conference call recording
Manual recording initiated by user on IP Office via Phone Manager, digital/IP display phone or a short code
(requires Voicemail Pro)
•
Security
To prevent unauthorized access to the conference bridge, PIN codes, CLI/ANI number screening as well as
time & date profiles can be set-up using IP Office Voicemail Pro.
•
Privacy
In cases where the security of calls is critical, in-house conferencing is the only way to ensure privacy.
•
Remote Management
enables a single person to manage the conferencing bridge facility from any location. Furthermore the full
IP Office solution - phone system, voicemail, CTI server, router, firewall and DHCP server- can all be
managed from a single management interface called IP Office Manager.
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Conferencing Center
Introduction to IP Office Conferencing Center
The integrated conferencing functionality on IP Office can be greatly enhanced by adding Conferencing Center.
This optional application is a web-based software package that consists in two parts:
•
a "Conferencing Center Scheduler" to book and reserve conferences.
•
a "Conferencing Center web client" to complement an audio conference with a web interface.
The scheduler can be used independently of the web client. Conferencing Center also interacts with SoftConsole
and Phone Manager.
Conferencing Center Scheduler
The Web Scheduler allows registered users to create and book conferences online using a web client interface. The
Scheduler offers secure conferencing while being very easy to set up. Users simply enter the date, time, duration
and the number of participants required. The conference is then created if the resources are available for that
specific time. Once reserved, the conference resources are allocated to that conference call for the specified
number of participants at the selected date and time. Additionally Music On Hold (if available on the system) can
be played while waiting for a conference to start.
Access to the Web Scheduler requires a user to be set up by the administrator and have Internet Explorer (6.0 or
above) installed on their PC. No other software is required. The System Administrator can set up an unlimited
number of registered users on the Conferencing Center application. Once registered, users can review the system
resources before booking a new conference, book a conference as well as list pending conferences they have
previously set up.
The user setting up the conference can then add participant details including their email address and their
telephone number. This allows email notification to all participants confirming the conference call details including
the conference name, description, host contact details, bridge number, conference ID, their unique participant PIN
code (if PIN checking has been selected) and the URL web address for the web client (if web support has been
selected). Participants' details can be amended prior to the start of the conference.
[break]
Voice Conferencing Notification (VCN) can also be activated for selected participants. This allows Voicemail Pro to
dial out to participants when the conference is about to start and bring them to the conference bridge if they are
available.
Advanced security is available by generating unique PIN numbers for every participant allowing them to be
recognized by the system and displayed on the Conferencing Center Web client (if selected – see paragraph
below). If announcements are required, Voicemail Pro can announce each participant by asking them for their
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12. Audio Conferencing
name which is then announced to all participants already on the bridge. Similarly at the end of the conference,
each participant leaving the conference will be announced.
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.
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
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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:
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Conferencing Center Reporting
The System Administrator can generate reports regarding conference usage and individual conference reports. This
will detail the conference name and ID, the start date and time, duration and number of participants. Individual
reports can also be run listing participant details and when they joined/left the conference (if PIN codes were
used). Additionally if voting was being used using the Conferencing Center Web Client, voting results for each
participant would be shown for each question asked during the conference call.
In summary, the Conferencing Center Web Scheduler offers the following:
•
Web-based booking tool to reserve conference resources (immediate or future).
•
Ability to select “Listen-only” or “Speak & Listen” mode for each participant.
•
Email notification to all participants.
•
Voice Conference Notification (VCN) to dial out participants.
•
Participants name announcements as they enter/leave the conference bridge.
•
Unique computer-generated Conference ID for security.
•
Unique PIN code for each participant for security and authentication.
•
Web-based reports on conference usage and voting results.
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Conferencing Center Web Client
To complement the audio-conference, the host has the ability to set up web support. This offers a web interface
where the host and participants can not only see which participants have joined the conference but also whether
they joined as audio-only or both audio and web. Privileges to a participant are limited to voting only, however a
host to the conference has the ability to pose questions, modify participant contact details and whisper to a single
participant connected into the conference.
Using the Web Client, the host can also modify participants status from listen-only mode to speak & listen mode or
vice-versa. He can also mute all participants at once which is very useful if running staff briefing or product training
sessions. Once the session is over, the host can then un-mute all parties when all participants will revert to their
original status (listen-only or speak & listen) to allow a question & answer session for example. When in listen-only
mode, participants can request the right to speak through their Web Client (raise hand function).
The host can also publish a document for review on the Web Client by all participants. This would need to be a
document saved in html format (for example a PowerPoint presentation or an Excel spreadsheet) or simply a
website URL. When presenting the document, the host has the ability to synchronize the document view to all
participants (e.g. change slide) as long as he resides within the same domain as the Conferencing Center server
(this is a Microsoft limitation).
Participants can be located anywhere on the Internet or across an extranet as long as they have access to the Web
Server running the Conferencing Center application.
Access to the Conferencing Center Web Client simply requires the participant to have Internet Explorer (6.0 or
above) installed on their PC. No download of the application is required. There can be as many web clients as
there are participants on the conference call (that is up to 64 maximum per conference). For security, access to
the Web Client also requires the participant to logon using the Conference ID and their unique PIN number. This
offers security and allows the system to recognize who joined the conference and display its name on the righthand side of the screen.
In summary, the Conferencing Center Web Client offers the following:
•
Real-time view of participants status (Dialed in, Logged on to Web client, Speak & Listen, Listen Only).
•
Ability for the host to change participant status in real-time.
•
Ability for participants in listen-only mode to request the right to speak (raise hand function).
•
Mute All / Un-Mute All facility for the host.
•
Whisper facility for the host to have a private conversation with one of the participants.
•
Viewing area for reviewing PowerPoint™ presentations (or any other document saved in html format).
•
Questions & Voting facility.
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12. Audio Conferencing
SoftConsole Conferencing Center Integration
An operator equipped with the SoftConsole PC-based application can set up ad-hoc conferences via drag and drop
if the participants are internal using the Busy Lamp Field (BLF). Voicemail Pro will then contact the participants and
bring them to the conference. External participants are called by the operator and transferred to the conference.
Using the SoftConsole application, the operator can transfer a call to an ad-hoc conference or a to a conference
created via Conference Center Please refer to the SoftConsole section for more information.
Phone Manager Conferencing Center Integration
Phone Manager users can join a conference or book a conference via the Conference Center application simply by
clicking on the relevant icons within Phone Manager. This will launch the Conferencing Center Web Client and the
Conferencing Center Scheduler respectively. Note this feature is only available if permission is specified by your
system administrator and if the Conferencing Center system is available.
System Requirements for Conferencing Center
•
IP Office version 2.1 or higher.
•
Voicemail Pro version 2.1 or higher.
•
Conferencing Center Server:
•
•
Pentium 4 2.8GHz above with 512MB RAM running Windows 2000 Server or Windows 2003 Server
(Windows XP Professional, Windows 2000 Professional could be used but would typically support a
maximum of 10 web clients).
•
Microsoft Internet Information Service (IIS) installed capable of supporting as many web clients as
required (please refer to Microsoft for licensing).
•
80MB of free disk space.
Conferencing Center Web client:
•
Internet Explorer 6.0 or higher.
•
No download required.
•
Phone Manager version 2.1 or higher (optional).
•
SoftConsole version 2.1 or higher (optional).
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IP Office Contact Center/CRM Solutions Overview
Avaya provides Customer Contact solutions that meet the needs of the small to medium business. From the
smallest company that requires the aptly designed Compact Business Center, to the larger enterprises that need
advanced routing and multimedia integration with the Customer Contact Center, Avaya provides a robust solution
whether you have 5 staff or a formal contact center of 75 agents.
Here is a brief overview of the offerings for the IP Office communications platform:
•
Compact Business Center
•
Compact Contact Center
Compact Business Center
IP Office Compact Business Center is an entry-level management tool for small customer facing departments,
typically handling anywhere from 2 to 15 agents. It provides graphs on real-time and historical information (up to
31 days) for up to three groups. It provides information on key performance indicators of the business - lost calls,
trunks free, agents free and queuing time.
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Compact Contact Center
IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes
from 2 to 75 agents. The following modules are available as part of the CCC software application:
•
Compact Call Center (CCC) Server - Base System (IPO CCC SVR RFA)
Provides one supervisor position, with real-time information view, management by exception, plus
historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed.
Also included are reporting capabilities for 5 agents and one license for a PC Wallboard (PCWB)
application.
•
Agent & Site Management (Real Time)
•
•
Real Time Supervisor Monitoring (Call Center View – CCV)
As many as 21 supervisor positions (CCV) can be purchased in total for CCC (please note: MSDE
installations can only be supported up to 5 supervisor positions). This provides a supervisor with
the ability to monitor in real time the service being provided to callers. There are up to 12 separate
real-time graphs that can be viewed by the supervisor. Alarms also appear in real time forcing the
supervisor to acknowledge them as they occur.
•
Phone Manger Pro: Agent Enabled
Provides agents with a PC CTI application where they can log in, join groups, and go into busy
status when they are away from their desks for short periods. Provides a lower cost of ownership
as proprietary handsets are not required. For IP users, Phone Manager PC Softphone can be used
in agent mode as well, without the use of a handset. Please refer to the applications section for
more information on Phone Manager Pro.
•
Alarm Reporter
Alarm Reporter has been designed to enhance the exception management used by Call Center
View (CCV). The Alarm Reporter enables the contact center supervisor to look back on the
performance of the contact center, on a daily or weekly basis, by reporting on certain criteria
predefined by the contact center supervisor.
Historical Reporting
The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central
database (MSDE or SQL). This provides a rich set of standard reports to the business, and the capability to
create custom reports.
•
CCC Reporter
The system can allow up to 20 separate Report Viewers within the contact center (for MSDE
installations, up to 5 viewers are supported). Access to the standard reports is a thin client (new
for version 5) application based on Crystal Reports. Up to 73 standard reports are available, with
the ability to create up to 3 custom reports out of the box! (Requires additional software, see
Custom reports below). Reports can also be exported to a variety of formats, including Excel, CSV,
HTML, and PDF.
•
Report Scheduler
All historical reports created within CCC can be scheduled for individual delivery to anyone via
email. Reports can also be scheduled to multiple network printers.
•
Custom Reports (new for CCC V5)
Starting with Compact Contact Center version 5, all reports are Crystal Reports™ based. This
provides a much richer experience for the small to mid-market customer, and creates an
environment where custom reporting is made more accessible. To create more than 3 custom
reports requires the designer license (IPO CCC DESIGNER RFA) AND a compatible version of
Crystal Reporting software (Crystal version 9).
•
Microsoft CRM™ Integrated Reporting
As part of Avaya’s continuing relationship with Microsoft Business Solutions with the creation of the
IP Office Customer Management solution, Compact Contact Center version 5 will provide a
selection of reports that integrate the information between the two systems. IP Office Customer
Management is the combination of Avaya IP Office CCC and Microsoft CRM to integrate all contact
points within a business in such a way that will transform it.
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13. The Contact Center
•
•
•
MultiMedia Module (MMM)
The MultiMedia Module (MMM) provides CCC with new routing schemes. It will also provide combined
reporting for all interactions within the contact center. IP Office ensures that an organization can
implement and measure a service level agreement against all aspects of the customer contact process –
for example ensuring that all emails receive a reply within half an hour of them being sent. There are
several queue types supported in the MMM; they are:
•
Email Queues
A multimedia agent would receive emails from the queue and reply via MS-Outlook™ client
interface. Emails queuing can be supported on POP3 or MS-Exchange™ servers.
•
Chat Queues
Utilizes the Microsoft Chat™ interface to route requests for real-time chat between a customer and
agent, providing that much needed response, in real time, for your online customers.
•
Web Callback
For those online customers wanting a real person to speak to instead of a chat session, web
callback enables them to leave their callback number, once that is sent to an agent, the system
can automatically call back the customer, providing a savings in time and better customer
satisfaction, with increased efficiency.
•
Proactive List Dialing (Preview Dialing)
Import your direct marketing lists to Excel based datasheets and the Proactive List will create an
outbound campaign for your agents. Agents can accept particular contacts (if desired) or have
automatic acceptance. Result codes can determine if the call was successful or if it needs to be
placed back in the queue for rescheduling.
Wallboards
•
Fixed Wallboards
Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the
call center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important
information, or to make announcements.
•
PC Wallboards
PC-based wallboards allow individual agents to see their own individual statistics, those for their
group, or for the whole contact center. Agents can customize their view so that information is
presented in the way most useful to them. In additional, supervisors can set particular messages
to appear on PC Wallboards, as a motivational or informational tool. Please refer to the CCC
System Administration manual for a complete list of variables available.
3rd Party Integration
•
Workforce Management Interface
Compact Contact Center works with a number of workforce rostering packages, including Blue
Pumpkin and Qmax. This module enables the interoperability of these packages with CCC.
•
Microsoft™ TAPI Integration
By utilizing either the 1st party or 3rd party TAPI support on IP Office, you are enabling your
business to speak to a wide range of supported software packages (e.g. ACT! Goldmine) that
increase the productivity of your agents and the profitability of your contact center.
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Compact Contact Center Overview
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Compact Business Center
Compact Business Center
Compact Business Center is enabled by a license key (IP400 CBC RFA) and provides real time and historical
analysis with export in CSV format to Excel or other reporting packages.
The system as part of a client/server relationship, the Delta Server (which is also the engine for IP Office SMDR
and Compact Contact Center), is the engine that interfaces IP Office to CBC and associated applications, there are
no license requirements on the Delta Server itself, just on the associated applications that run in conjunction with
it. The client software (CBC) can be installed on any client workstation (as defined in the technical considerations
section).
The Compact Business Center applications allow the user to create a maximum of 4 real time graphs, in any of 6
different graph types e.g. bar, pie, etc. These real time graphs display statistics for either the entire system or any
three-departments/hunt groups.
Compact Business Center Example
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CBC Real Time Information
In order to define the real time graphs the user may select 3 variables of their choice. The following variables are
available:
• Total Calls Presented
•
Total Calls Answered
•
Total Calls Lost
•
Total Outgoing Answered
•
Number of available 'Logged-on agents'
•
Trunk Utilization
•
Calls waiting
•
Active incoming/outgoing Calls
The number of calls currently in progress across the entire system highlighting a snap shot view of call
activity. This allows the user to have some insight into the balance between agent resource availability and
call traffic load.
•
Caller satisfaction level
It is possible to split these variables into two categories i.e. incoming and outgoing calls. These figures can be
displayed permanently both in a numerical format and as a percentage of the total calls presented on the incoming
side and all variables associated with outgoing. For example, outgoing answered as a percentage of the total
outgoing calls made. A status bar provides a visual indication for each variable.
Historical analysis is provided by allowing the user to select the same variables, containing yesterday's data, so
they can analyze the previous days performance against today's. Historical report capture can cover a maximum
31-day period. Data is stored in a CSV format enabling the export of the data into a reporting application that
supports the CSV format e.g. Microsoft Excel. The advantage to the customer is the option to use the reporting
package of their choice and not be restricted to one data mining report package.
Key Benefits
•
Lower TCO
Provides small businesses with robust contact center measurements produced in an easily understandable
format.
•
Standards Based
Data is output to a CSV file format that is used by Microsoft Excel™. Customer can import format to other
reporting applications.
•
Ease of Use
CBC's real-time charts are presented in an easily understandable graphical format, all information is
contained in one single view, perfect for the small business.
CBC Alarms & Email Notification
In order to provide those small enterprises with instant access to developing situations within their business,
Compact Business Center V2.1 will provide alarms on the following pre-defined parameters:
•
Lost Calls.
•
Trunk Utilization (Available Lines).
•
Calls Queued.
•
Available Agents.
In addition to providing these alarms, CBC also provides email notification to key contacts in your business or
installer, providing up to the minute status on the business. This feature is extremely useful for determining
whether an increase in trunk capacity is needed, or if new employees are essential to future business.
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Trunk Utilization Graph
Small Businesses quite commonly run on limited resources and budget, so it is absolutely critical for them to have
precise data quickly before they make bigger investments in their communications architecture. The new Trunk
Utilization Graph for CBC V2.1 is a perfect example of this principle. Previously, those businesses relied on
guesswork and hearsay as to whether their incoming callers (and future customers) were experiencing busy
signals, now with the Trunk Utilization Graph, a business can easily see when all their trunks are in use and what
their busiest times of the day are. It even integrates with the email notification feature, so when all trunks in a
business become unavailable, key people in the business know immediately.
Key Benefits of Compact Business Center
•
Lower TCO
Provides small businesses with robust contact center measurements produced in an easily understandable
format.
•
Standards Based
Data is output to a CSV file format that is used by Microsoft Excel™. Customer can import format to other
reporting applications.
•
Ease of Use
CBC's real-time charts are presented in an easily understandable graphical format, all information is
contained in one single view, perfect for the small business.
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Compact Contact Center (CCC)
Compact Contact Center (CCC)
Compact Contact Center is a small to medium contact center solution that runs as a client/server application. It can
support installations as small as 5 agents, up to a maximum of 150 agents. There are several integrated
components within the CCC, they are:
•
•
Real Time (Management by Exception).
•
Call Center View.
•
Alarm Reporter.
Historical Reporting.
•
CCC Reporter.
•
Standard Reports.
•
Report Scheduler.
•
Custom Reporting (Crystal Reports).
•
Microsoft CRM™ Integration.
•
MultiMedia Module.
•
Wallboard Server/Manager.
•
Workforce Management Interface.
•
Queuing Announcements (Voice Mail Pro).
•
PC Wallboard.
The Compact Call Center is designed to provide a tightly integrated real time and historic reporting package and
wallboard support for IP Office. CCC has been designed to allow customers to manage their contact center more
effectively and improve the service they provide to their customers.
The product consists of a set of integrated modules, sharing a common database with IP Office. The benefit of this
approach is that there is a single point of configuration, therefore the system is far easier to use and update than
traditional call center management tools. The initialization of the multimedia component is designed around a
common Microsoft Windows™ IIS server environment.
CCC is uniquely designed for those small and growing companies who want to meet the challenge of great
customer service head on, while at the same time producing a manageable ROI back into the business. Giving
small businesses the responsiveness to customer needs that was only previously available to large enterprises is
what the CCC does best, whether you have an informal or formal contact center.
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Call Center View
Supervisors in a contact center also serve as de facto human resource managers (especially in a small business),
so accurate real-time data for managing agents is an imperative. Call Center View provides the customer with the
combination of real time service monitoring and resource management, allowing a supervisor to balance and
manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve
customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the
Contact Center activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms
available, ensuring that a supervisor will automatically be informed should an exception occur, thus freeing the
supervisor to continue with other, more productive activities.
CCV Supervisory Screens
Agent and Queue Based Screens
•
Alarm Handling.
•
Group Monitor
•
BLF Details.
•
Agent Group Details
•
Extension Activity.
•
Real Time Status
•
Callback Request.
•
Group Status (Percentage)
•
Individual Agent Details
•
Percentage Time in State
Trunk Related Screens
•
Trunk Group Monitor.
•
Individual Group Details
•
Trunk Group Details.
•
Queue Monitor
•
Real Time Status.
•
Individual DDI/DID Details
•
Group Status (Percentage).
•
Individual Trunk Details.
Call Center View Real Time Example
IP Office 3.0
Product Description
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IP Office Product Description
Historical Reporting with Compact Contact Center
CCC Reporter
CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report Manager
provides up to 73 standard reports for measuring overall contact center call handling and individual/team
performance. The data is retrieved from the archived database, which provides a source of data limited only by the
hard disk space available (SQL only). These standard report templates may be formatted by the user top provide
reports daily, weekly, monthly, or any defined time period. The standard reports can also be refined by individual,
group, or trunk. CCC Version 5 now uses the Crystal Reports™ format, which provides ease of use and thin client
operation for reporting.
Standard Reports List
1. Account Code Log by Agent Group (Graphical
- All Media)
38. Incoming Duration Summary.
2. Account Code Log by Agent Group (Graphical)
40. Lost Call CLI.
3. Account Code Log by Agent Group
4. Account Code Log by DDI (Graphical).
39. Incoming Pilot Summary.
41. Multi-Media Summary.
5. Account Code Log by DDI.
42. Outgoing Account Code Costing Log (All
Media).
6. Account Code Log by Pilot (Graphical)
43. Outgoing Account Code Log (All Media).
7. Account Code Log by Pilot.
44. Outgoing Account Code Log (Graphical).
8. Account Code Log by Target (Graphical).
45. Outgoing Account Code Log.
9. Account Code Log by Target.
46. Outgoing Most Common Destination by Agent
Group.
10. Agent Activity Trace.
47. Pilot Call Duration.
11. Agent Activity
12. Agent Callback Request.
48. Pilot Distribution by Target.
13. Agent Group Busy Status.
49. Pilot Distribution.
14. Agent Group Graphical Summary (All Calls).
15. Agent Group Graphical Summary (All Media).
50. Pilot Response.
51. Pilot Routing.
16. Agent Group Graphical Summary.
52. Pilot Summary (All Calls).
17. Agent Group Member Call Duration Report
(All Calls).
53. Pilot Summary
54. Pilot Summary (All Media)
18. Agent Group Member Duration (All Media).
55. System Summary.
19. Agent Group Member Duration.
56. Target Graphical Summary (All Media).
20. Agent Group Tabular Summary (All Calls).
57. Target Graphical Summary.
21. Agent Group Tabular Summary.
58. Target Member Duration (All Media).
22. Agent Group Tabular.
59. Target Member Duration.
23. Agent Individual (All Media).
60. Transfer Call Tracking Detail by Agent.
24. Agent Individual.
61. Trunk Group Activity
25. Agent Tabular (All Media).
62. Trunk Group Activity (All Media)
26. Agent Tabular.
63. Trunk Group Busy.
27. Customer Tracking by Call Identifier.
64. Trunk Group Call Duration.
28. Customer Tracking by CLI.
65. Trunk Group Response.
29. DDI Call Duration.
66. Trunk Group Summary.
30. DDI Distribution by Target.
67. VM Call Flow Monitor by Call Flow Name.
31. DDI Distribution
68. VM Call Flow Monitor by Topic.
32. DDI Response
69. VM Call Flow Monitor.
33. DDI Routing
70. VM Summary
34. DDI Summary.
71. Proactive Report: By Agent
35. External Transferred Account Code.
72. Proactive Report: By Campaign
36. Incoming DDI Summary.
73. Incoming Calls By Target Group
37. Incoming Duration Summary (All Media).
74. Plus 3 custom reports.
75. Plus 7 MS-CRM Reports.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 218
4th May 2005 - Issue 12t
13. The Contact Center
Report Scheduler (New Interface for Version 5)
Report Scheduler allows reports to be scheduled to run at a specified date and time, or repeated at defined
intervals. Supervisors can schedule reports to be delivered to various places within the contact center. Reports can
also be delivered to multiple recipients via email in the following formats; PDF, CSV, XLS, RTF, RPT and Word
format. Reports can even be scheduled for delivery to multiple printers within the network at the same time.
Custom Reporting (Crystal Reports) (New for CCC Version 5)
Custom Reporting allows the business to create site defined reports, or modify and change standard reports,
providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact
center manager who requires a greater degree of flexibility to allow better informed decisions.
Compact Contact Center version 5 has now uses Crystal Reports as its reporting engine. This provides a much
simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the
installation of large software components on a supervisor’s desktop. This change has allowed CCC to modify how
custom reports can be presented to a site.
Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in
effect; the CCC is delivering 3 free custom reports to a small business. For sites that desire to have more than 3
custom reports, a design license (IPO 400 CCC Designer RFA) is required.
Designing Reports Using Crystal Reports
One key difference with CCC version 5 from previous versions is the fact that the report designer software will no
longer be carried by Avaya (The “Designer” license will still be utilized to allow customers to design three or more
custom reports).
The implementation is designed to work with any Crystal Reports™ software package (using Crystal version 9).
Crystal Reports is available in four different editions to meet the needs of application developers, IT professionals,
and business users. The following is an overview of the types of Crystal products that can be used:
Application Development Solutions
•
Advanced Developer – Web development and deployment bundle for integrating and deploying dynamic
report creation and viewing capabilities into web applications.
•
Developer Edition – For integrating report viewing, printing, and exporting capabilities into applications.
Report Design Solutions
•
Professional Edition – For report creation and maintenance based on a large variety2 of data sources
plus out-of-the-box web report delivery for workgroups.
•
Standard Edition – For basic report design based on PC-based data sources.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
The chart below illustrates some of the key feature differences between the various Crystal Reports 9 editions:
For more information on how to purchase Crystal Reports products, go to:
www.businessobjects.com/products/reporting/crystalreports
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
13. The Contact Center
Crystal Reports Training
Training is available from a number of providers; the following is a sample list.
1. Learning Tree International - www.learningtree.com
2. World-Wide Source for Crystal Training - www.crystal-reports.com
3. Stafford Technology - www.crystaltraining.com
Microsoft CRM™ Reporting Integration New for CCC Version 5
Microsoft CRM™ was introduced in January 2003 and has quickly become the premier CRM application for the
Small and Medium Enterprise (SME). Avaya and Microsoft are working together to provide a complete CRM,
Communications, and Networking solution for any size of business.
In Compact Contact Center Version 5, in conjunction with the introduction of the IP Office Customer Management
solution, Avaya has taken this integration one step further by integrating several Microsoft CRM reports with CCC.
Supervisors who operate both systems can now drive any of the 73 CCC reports from the MS-CRM interface, and
there are 7 combined reports that utilize both systems data to present a 360˚ view of the contact center. The 7
MS-CRM reports are listed below:
•
•
Microsoft CRM Sales Reports
•
Opportunity Activity & Notes
•
Contact Activity & Notes
•
Account Activity & Notes
•
Contact Center Summary by State/Province
•
Contact Center Summary by Zip Code/Postal Code
Microsoft CRM Service Reports
•
Account Activity & Notes
•
Account Service Report
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
MultiMedia Module
MultiMedia Module
The MultiMedia Module, which has been created in conjunction with the Compact Contact Center version 4
software offer, is an advanced contact center solution that enables companies and departments to manage
multimedia contacts into and out of the organization. IM provides applications that manage Telephony, Web Chat,
E-mail and Web Call Back communications. These robust applications convert any organization into a multichannel, enterprise-wide customer contact center that will accept multimedia calls and route them to specified
members of a group (or groups).
MMM furnishes the user interface and support modules for assigning Group Members to specific
communications related responsibilities. MMM routes customer interactions to the right people, generates contacts
lists, monitors both the system and individual performance and hence ensures that customers are entitled to
individualized attention, no matter who they may encounter in your company.
MultiMedia Module Server Side Components
•
iServer
iServer consists of two parts. One is iService for Microsoft Transaction Server (MTS), and the other is a
combination of different server components that run on the MTS.
•
iEmail
iEmail is responsible for forwarding incoming email messages to the E-mail queue or to the agent. iEmail
also forwards Web Callback requests to the Web callback queue.
•
iPhone
iPhone is a service that applies telephony rules. Works with iServer to route incoming calls to available
iContact users.
•
iChat
iChat is a service that forwards chat requests to the chat queues. It logs onto the chat server and creates
the proper rooms based on the contents of the chat queues created by using the Resource Manager.
Depending on the browsed page, the pop-up chat will log onto a defined chat room. iChat will detect the
presence of the user in the chat room and log a chat request into the database.
•
Resource Manager
The Resource Manager administration module consists of components that enable you to add queues,
define interaction results, and assign human resources to all from a single, unified console. Resource
Manager has a user-friendly Microsoft Explorer look and feel interface.
•
Interaction Rules
With the simplicity of an Outlook Wizard look and feel,
•
Wizard
The Interaction Rules Wizard defines the rules for incoming contact treatment for telephone, email, chat
and Web callback contacts, e.g. defines the route to the person(s) specified to answer the incoming
contact.
•
Note: The CCC Reporting module performs all MultiMedia Module reporting activities.
MultiMedia Module System Administration
•
Resource Manager
The Resource Manager administration module consists of components that enable you to add queues,
define interaction results, and assign human resources to all from a single, unified console. Resource
Manager has a user-friendly Microsoft Explorer look and feel interface.
•
Interaction Rules
With the simplicity of an Outlook Wizard look and feel, the Interaction Rules Wizard defines the rules for
incoming contact treatment for telephone, E-mail, chat and Web callback contacts, e.g. defines the route
to the person(s) specified to answer the incoming contact.
•
Proactive List Manager
The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to
Proactive Campaigns. It provides the administrator with the ability to manage outbound Proactive
Campaign Lists. It furnishes the tools to create draft-calling lists, attach them to campaigns, and run the
campaigns.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 222
4th May 2005 - Issue 12t
13. The Contact Center
MMM Client Side Components
•
iContact
Converts the PC to an all-in-one communications and data tool and hence permits MMM users to prioritize
and manage all interactions from one interface. An agent can see queued telephone calls, email messages,
Web calls, and Web Chats and can communicate with group members from one centralized view.
MMM iContact Application
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 223
4th May 2005 - Issue 12t
IP Office Product Description
Wallboard Server/Client
Wallboard Manager
Two types of wallboards are available – traditional wall mounted units and PC based wallboards on the agent's PC
desktop. Both types of wallboards are managed from Wallboard Manager/Wallboard Server.
Additional wallboard clients may be added and distributed across the LAN allowing additional supervisors access to
create and schedule wallboard messages.
Traditional Wall Mounted Wallboards
CCC supports two physical wallboards (also known as reader boards or display boards); Spectrum (model 3214C,
previously known as the 4120C) and the CCM WB/22. Both wallboards are 22 characters, tri-color, and two-line
unit each. Up to 16 wallboards may be driven from the wallboard server. The Spectrum wallboard, when purchased
as a Master Kit, will provide a communications module for use with the boards, which are then connected in serial.
For those using the Wallboard/22, the communications card is shipped with a single cable able to drive the
wallboards. Wall Mounted Wallboards are not available in all territories; please check with your Avaya
representative for more information.
In addition to the physical Spectrum wall-mounted wallboard an IP Office license is required when being used with
CCC. This IP Office license supports 4 x Spectrum wall-mounted wallboards. If more than 4 wall-mounted
wallboards are required additional license keys must be purchased (each license key supports 4 wallboards at a
time). A maximum of 16 wall-mounted wallboards can be supported.
Description
Short code
Material code
Wallboard/22
CCM WB/22
700040173
Wallboard Manager Communications card
CCM WB CC
700038854
Spectrum Wallboard by Avaya
5340-IW1
700289457
Spectrum Wallboard Master Kit US
Not Applicable
700289507
Spectrum Wallboard Master Kit Europe
5340-IKT
700289556
Wireless Keyboard (Remote Control)
5340-905
700289564
IP 400 CCC Wallboard 4 RFA
License key required supporting 4 wallboards.
Not Applicable
176196
PC Wallboard
The PC Wallboard delivers traditional wallboard functionality to the contact center manager and contact center
agent's desktop but with the additional benefit of each agent being able to configure and monitor a personalized
view of the contact center via their own PC wallboard. Supervisors can provide one template for all users in order
to standardize the view that agents obtain when starting PC Wallboard.
A CCC agent is able to split their PC Wallboard into twenty (20) different variables (refer to CCC System
Administrator manual for details) that allow different measures of groups and agents in real-time. The data that is
selected is identical to that of the physical wallboard. Examples of this are; Answered Calls, Longest Call Waiting,
Agents logged in, and Lost Calls.
PC Wallboard Example
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 224
4th May 2005 - Issue 12t
13. The Contact Center
Queuing Announcements Within the Contact Center
Queuing Announcements Within the Contact Center
Voicemail Pro provides the ability to create a bespoke voicemail and interactive voice response solution which
meets the specific business needs of a customer contact center.
Thanks to a powerful graphical user interface, it can easily and rapidly create and modify call flows from simple
announcements to multiple single digit tone menus, to provide Audiotex services and Automated Attendant
functionality.
It can also be used to completely tailor the pre-connection call experience that a customer receives when making
contact. In addition to the functionality provided by Voicemail Pro's call in-queue announcements, supervisors may
create sophisticated queue and call routing plans with access to a host of features such as message taking,
interview services, and the ability to play estimated time to answer or queue position information to customers.
Queue Announcements
The Voicemail Pro application provides Queue Handling facilities, allowing incoming Hunt Group calls to be
automatically answered when department, group or individual telephones are busy. Customers entering a queue
are played a message informing them of the situation and then hear hold music (internally generated or from an
external source), whilst being regularly updated. Two unique messages may be recorded for each Hunt Group
(queue entry and queue update message). Queue announcements can also provide position in queue and
estimated time to answer to the caller.
Additionally, to suit the needs of the contact center, Voicemail Pro provides the caller with their position within the
queue and an estimated time for their call to be answered. It furthermore gives the caller the option to opt out of
the queue and leave a message at any time if desired.
Contact Center Queuing using Voicemail Pro
Auto-Attendant Operation (Advanced Call Flow)
In addition to its advanced voicemail facilities, Voicemail Pro provides an easy-to-use, multi-level configuration tool
(Voicemail Pro Manager) which allows network managers and system administrators to construct an interactive
system, based upon DTMF telephone key entry.
At its most basic, this allows an Auto-Attendant system to be built while more complex scenarios can be configured
using telephony actions such as CLI/ANI routing or assisted call transfer. The call flow can be based on conditions
such as week/time of day or user-defined variables. You can even set Voicemail Pro to send by email a voice
recording previously collected or activate a door-entry relay.
•
Note: Queue announcements are only available when Voicemail Pro is provisioned with 4 or more ports.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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4th May 2005 - Issue 12t
IP Office Product Description
Campaign Manager
An Integral part of Voicemail Pro, this application enables repetitive information gathering (such as brochure
requests) to be fully automated, leaving agents free to deal with other, more complex calls which require human
interaction. Campaign Manager enables round-the-clock immediate answering, offering callers a series of clear and
uncomplicated questions. Callers give their response either spoken or through the telephone keypad. Recordings
can be interrupted by the caller at anytime by pressing a key on their phone. When agents are busy, overflow to
Campaign Manager relieves congestion and pressure on agent groups.
An agent can collect the completed transaction via a web browser (see figure 9.6 below) or via a short code
representing the park slot number of a particular campaign. This number can be pre-programmed under a DSS key
and used by agents to access the campaign. If the DSS key incorporates a BLF lamp, that lamp is lit when new
campaign messages have been left. Agents then transcribe the caller's answers into a database or other records.
Once a caller has entered information via a campaign message, the agents can then check these messages, with
any responses left via touch-tone played back as voice.
The powerful Windows Graphical User Interface (GUI) of Voicemail Pro Manager makes customization and creation
of questionnaires simple. Inbound call campaigns can be easily created and modified via a campaign wizard.
With Voicemail Pro, customers are able to "break out" of a queue, or be directed in an "Overflow" situation to
complete their transactions via the Campaign Manager. This ensures that a minimum of customers give up when
forced to wait in a queue and therefore maximizes revenue opportunities.
Campaign web client
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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13. The Contact Center
Recording Services
Voicemail Pro also offers the ability to record calls for a variety of applications, such as for training purposes or to
monitor abusive callers. Recording can be initiated manually by agents or automatically. Recorded conversations
can be later recalled in the same manner as voicemail messages.
Automatic recordings can be set via the IP Office Manager for a selection/all calls based upon a variety of criteria
such as dialed number, caller's CLI/ANI, agent extension number, inbound/outbound, account code, time of day,
etc. For storage considerations, 1 minute of recording time is approximately 1MB of data on the target drive.
Manual recordings can be invoked by Phone Manager, the 'record' soft key on the display terminals or by placing
the call on hold and invoking a short code.
•
Note: Recording services is not suitable for applications where recording is a legal requirement.
IP Office Manager
In order to control a customer facing department or call center, the supervisor may need to change set-up
parameters such as agent names, campaign names, call routing patterns or group memberships. The Manager
application allows them to carry out these changes quickly and simply from any client PC connected to the Local
Area Network (LAN). The application can operate on the same PC as the Call Center View, Wallboard and Report
Clients, giving the supervisor all of the tools they need to manage the customer facing department or call center
from one desktop. See Section 10 Common Management Utilities for further details.
Workforce Management Interface
A generic API is available to facilitate the integration of several workforce management packages, including those
from QMAX Systems Limited and Blue Pumpkin Software, to the IP Office CCC server. Avaya only provides the
interface license, the management software is priced, supplied, installed, configured and maintained by the
supplier directly.
Compact Business/Contact Center Modules Summary
IP Office 3.0
Product Description
Feature
CBC
CCC
Real time screens
1
18
Real time graphs
4
By Group/Agent
Variables
3 of 13
N/A
Reporting period
24 hours
24 hours
Historical data
31 days
Hard Disk
Dependant
Pre-defined reports
None
73
Call Center View
Not available
Included
Report Manager
Not available
Included
Wallboard Manager
Not available
Included
Networked Administrator
Not available
Included
Remote Management
Not available
Via RAS
System
(Note: Both systems require
Delta Server, see HW
requirements).
Windows 98
Windows 2000
Windows XP
Windows 98
Windows 2000
Windows XP
PC Wallboard
Not available
Optional
Report Designer
Not available
Optional
WFM Interface
Not available
Optional
Agents
Not Applicable
75
Supervisor
Not Applicable
21
©Copyright 2005 Avaya Inc. All rights reserved.
Page 227
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IP Office Product Description
CCC/CBC Technical Specification
All CCC & CBC applications are based on industry standards and exploit the resilient Windows NT4/2000/XP
operating systems and Microsoft's MSDE and SQL technology. Openness and data export are achieved through
standard SQL tools and ODBC drivers, as well as a very powerful Report Designer module. This sections sets out
the minimum recommended requirements for both the server and client platforms:
Compact Business Center (CBC)
Server PC:
•
•
Operating Systems Supported:
•
Windows 2000 Server SP4 and later.
•
Windows XP Professional.
PC Specification:
•
Pentium 4, 2.8GHz or equivalent.
•
10GByte hard disk.
•
Minimum 256 MB of RAM.
Client PC:
•
•
Operating Systems Supported:
•
Windows 2000 Server SP4 and later.
•
Windows XP Professional.
•
Windows 2000 Professional SP4 and later.
•
Windows NT Workstation SP6.
•
Windows 98.
PC Specification:
•
Pentium III 800MHz or equivalent.
•
Minimum 128 MB of RAM.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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13. The Contact Center
Customer Contact Center (CCC)
Server PC:
Supporting a maximum of 5 Supervisor Positions:
•
•
•
Operating Systems Supported:
•
Windows 2000 Server SP4 and later.
•
Windows 2003 Server.
PC Specification:
•
Pentium 4, 2.8GHz or equivalent.
•
Minimum 10GByte hard disk.
•
Minimum 512 MB of RAM.
Voicemail Pro and CCC:
From IP Office 3.0 onwards this is a tested and supported option. It is subject to the PC and OS
requirements of both applications, whichever is the higher plus the following:
•
Maximum CCC Agents: 20.
•
Maximum Voicemail Ports: 8.
•
Windows 2000/2003 Server OS's only.
Client PC:
Supervisor running CCV, Wallboard Manager, Report Manager
•
•
Operating Systems Supported:
•
Windows XP Professional.
•
Windows 2000 Professional SP3 or higher.
•
Windows NT Workstation SP6.
•
Windows 98.
PC Specification:
•
Pentium III 800MHz or equivalent.
•
1 GB hard disk.
•
Minimum 128 MB of RAM.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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IP Office Product Description
Computer Telephony Integration
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 customers access to a wide range
of third-party solutions, addressing vertical markets, and designed to meet their requirements. For developers,
migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI features IP
Office offers makes it easy to demonstrate full integration, and more business benefits.
IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge, provides all the
functionality required to support the vast majority of applications, including screen-popping, and many third-party
products.
CTI Link Pro provides enhanced functionality, including the ability to control more than one telephony device, and
also provides advanced call center operation.
Because the network is integrated into the fabric of the IP Office system, all CTI is done through the LAN. On
many other systems, CTI is delivered by a physical connection between each handset and computer (first party
CTI). This introduces additional points of failure, as well as relying on non-standard interfaces and handsets. On IP
Office, all devices can be used with CTI.
The Benefits of CTI
CTI delivers real business benefits in the following key areas: Reducing costs, increasing productivity and delivering
better customer service.
Often helpdesks or contact centers are overloaded with phone calls which results in customers having to wait for
an available agent and then answer a long list of trivial questions before the real purpose of the call is addressed.
Sometimes callers are transferred to many different departments before reaching someone able to assist them.
This type of service results not only in errors and inconsistencies in data entry and information relayed to a caller,
but also to unhappy customers and lost time and profits.
Reducing Costs
Half the cost of running a call center, service center or helpdesk is tied up in labor, 40 per cent in communications
charges and less than 10 per cent in equipment. Saving seconds on each call can make a big difference enabling
agents to be more efficient, deliver a better service and dramatically reduce company overheads.
In a helpdesk or call center with a high volume of phone calls each day, it takes many agents to handle these calls
efficiently. Callers may have to wait for an available agent, which increases costs to the customer and can be a
potential loss of business, due to abandoned calls and unhappy customers.
With CTI, costs can be reduced through the following:
•
Shortening the average length and duration of calls thereby maximizing the number of talk minutes per
hour and reducing the required number of staff.
•
Reducing/reducing telephone line requirements.
•
By using CLI/ANI, automating the call-back of inbound abandoned calls, the warm leads, and outbound
calls that were unanswered or received a busy signal.
•
Professionalism improves the company image thereby increasing the volume of customer calls.
Increasing Productivity
By implementing CTI, organizations can reduce the average duration of each call, ensuring that a higher
percentage of call time is spent productively. This extra time can be used to handle a larger call volume, without
increasing staffing levels.
Delivering Better Customer Service
With CTI, customer service can be improved in the following ways:
•
Offering a faster, more personalized service based on CLI/ANI, DDI/DID and voice processing input by
minimizing time spent on the 'discovery' phase of the call.
•
Providing a higher degree of accuracy of data entry.
•
Retaining customer information on transfer (avoiding the need to request or repeat information when
transferred to another agent).
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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13. The Contact Center
Target Customers & Markets
Applications for CTI are quite broad, however eight major types of organization can be identified as the key targets
for sales of CTI solutions.
•
Telemarketing Centers
These are call centers with many dedicated agents processing high volumes of calls each hour, both
inbound and outbound.
•
Sales Departments
These are organizations with sales professionals such as computer software or insurance agencies. Agents
have a finite list of customers with whom they work to create and maintain one-on-one relationships.
•
Service Centers/Helpdesks
Almost all companies have some type of customer service or helpdesk department. Some support external
customers, others have an internal hotline or helpdesk arrangement. All are looking to improve their
response time and overall quality of service.
•
Collection Agencies/Debt Recovery
These organizations consist of agents who spend many hours on the telephone. Here, saving even seconds
from each call can increase both productivity and profits. Additionally, the application can provide
comprehensive management reports.
•
Knowledge Workers
These people, like PC power users, rely heavily on their PC for information access and processing
capabilities.
•
General Office Workers
This includes receptionists and secretaries who have phone monitoring and messaging responsibilities.
IP Office 3.0
Product Description
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IP Office Product Description
Computer Telephony Integration with IP Office 2.0
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 (defined below) for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can
control or monitor one handset device. The software components are shipped with the IP Office system on
the User CD-Rom, and do not required a license key for use, and therefore no charge is made.
•
TAPILink Pro
Provides third-party CTI support (defined below) for TAPI 2.1 and 3.0. These components are identical to
their Lite equivalent; the presence of the CTI Link Pro RFA license key (which can be purchased in the
usual way for products) enables this additional functionality.
•
TAPI-WAV driver
Provides software-based support for voice processing. Purchasing the CTI Link Pro RFA license key also
enables 4 ports of voice processing; additional ports can be purchased in 4 port increments. The TAPIWAV driver is for use with TAPI 2.1 only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP)
interface, defined by Microsoft in TAPI 3.0.
•
DevLink Pro
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR (see
below). The real-time event stream takes the form of a call record, which is issued whenever the state of
any endpoint of a call changes (typically there are two endpoints on a call, but for some circumstances,
such as conference calls, intruded calls there may be more).
•
IP Office SMDR
Provides an interface to obtain SMDR events. A comma-separated record is issued for each call, when the
call is completed. This interface is designed for call accounting and call billing applications, and replaces
the previous DevLink Lite interface. IP Office SMDR is available free of charge, and distributed on the IP
Office Admin CD-ROM.
•
Software Development Kit
Consists of a single CD-Rom, containing the developer documentation for TAPILink Lite, TAPILink Pro,
DevLink Lite and DevLink pro, as well as pre-compiled programs for exploring TAPI 2.1 and 3.0. In
addition, example source code is included, making it easy for developers to quickly become productive on
these advanced CTI interfaces.
IP Office 3.0
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13. The Contact Center
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. The specification requires that a certain amount of core functionality is implemented, and additionally
defines a series of optional functionality that switch vendors may also implement.
TAPILink Pro (3rd Party TAPI Support)
TAPILink Pro provides all of the features and functionality of TAPILink Lite, but additionally provides third party CTI
operation. This means that a single server can control and monitor any number of telephone devices.
In addition, TAPILink Pro provides the ability to monitor and control groups. This allows an application to be
notified when a call enters a queue, and can also redirect it to another location.
TAPILink Pro also supports additional TAPI functionality that is not available through TAPILink Lite. This
functionality is supported through the LineGetLineDevStatus and LineDevSpecific calls. The additional features are:
•
Agent login.
•
Agent logout.
•
Set and retrieve divert destination.
•
Set and retrieve extended divert status (Forward All Calls, Forward on Busy, Forward on No Answer, Do
not Disturb).
•
Retrieving the extension locale (language).
•
Set and clear the message waiting lamp.
•
Enable and disable group membership.
•
Generate and detect DTMF digits and tones (requires the TAPI-WAV driver).
IP Office 3.0
Product Description
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IP Office Product Description
Support for Developers
All IP Office CTI products can be sold via the normal channel. As with any other element of the IP Office product
range, support for end-customers is via the reseller and distributor. Avaya does not provide support services
directly to end-customers.
However, in recognition of the fact that not all resellers will have the ability to support a sophisticated CTI
developer, Avaya also operate a third-party developer partner program, called the Developer Connection Program.
The Developer Connection Program ("DevConnect") is the Avaya developer partner programme, and is designed
for third-party companies who are creating a product for sale, and who wish to receive technical support.
Membership of the program is at the sole discretion of Avaya.
DeveloperConnect members pay an annual fee, for which they receive technical support directly from Avaya. In
addition, Avaya will perform interoperability testing between IP Office and the member's product, and may also
create opportunities for joint marketing, including exhibitions, use of Avaya's logo, and other benefits.
More information on the DeveloperConnect program can be found at: www.devconnectprogram.com.
IP Office 3.0
Product Description
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13. The Contact Center
Microsoft™ CRM Integration
Avaya and Microsoft Business Solutions have signed an agreement to create a packaged applications and hardware
solution for all small and medium businesses with multiple customer touch points. This alliance will position IP
Office as the Convergence platform of choice for customers of Microsoft CRM™.
IP Office support for Microsoft CRM has been divided into three phases, providing telephony integration (screen
pop) is phase one while phases two and three deal with an integrated reporting module. This strategic alliance is
aimed at small and medium businesses who need an interconnected workplace extending across business systems,
communications infrastructure and web services. They also need a turn-key system, simple implementation, and
an affordable price point.
For IP Office systems running software release 1.4 and above, the first phase of this program has been introduced.
This includes the development of a TAPI based CTI application integrated with Microsoft™ CRM.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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14. Common Management Utilities
Introduction to IP Office Management Utilities
This section gives an overview of the management applications that are common to all IP Office platforms.
•
IP Office Manager
IP Office's main configuration tool.
•
Wizard
An installation and administration wizard.
•
Call Status
Displays current call activity.
•
IP Office SMDR
Outputs call detail records for off switch processing.
•
Monitor
A trace utility for trouble shooting.
•
SNMP
Alerts and alarms from IP Office systems to SNMP tools.
IP Office 3.0
Product Description
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IP Office Product Description
IP Office Manager
This application is IP Office's main configuration tool. Utilizing a Windows Graphical User Interface, Manager
provides a familiar, intuitive interface for both installation configuration and subsequent moves and changes. As
with all IP Office applications the Manager is multi-lingual. This, coupled with the ability to use the application both
locally and remotely, it is possible for a customer with a global presence to manage any of their IP Offices from
any country using their local language preference. Access to the Manager is protected by passwords and definable
user rights. This provides a secure yet customizable application that allows it to operate according to the individual
users level of expertise.
The IP Office Manager operates on a copy of the configuration held either locally or on a network drive.
Configurations are prepared and reviewed 'off line' before committing to the IP Office. This has the benefit of
ensuring a backup copy of the system configuration is always available for disaster recovery.
A number of other convenient features are provided by the manager including:
•
Easy upgrades to the IP Office system software using the upgrade wizard.
•
Systems running 2.1 or later have the added benefit of being able to send software to a system
and have it validated, before choosing to run it or stay with the old software. This facility is
available locally via the LAN, or remotely over a VPN and Dial-up connections.
•
Copying information such as the shortcode list from one IP Office to another.
•
Importing and Exporting Directory information in CSV format to and from applications like Microsoft Excel
and Word.
IP Office 3.0
Product Description
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14. Common Management Utilities
Installation and Administration Wizard
The IP Office Wizard is a Windows based application that has been designed to simplify the installation of IP Office
in the most common configurations. The Wizard will reduce the time spent installing an IP office and remove
configuration errors. The application operates in two modes, ‘Online’ for configuring a live system or ‘Offline’ for
designing or modifying a configuration of a system that is not physically present. When a configuration is created
in the off line mode, the installation engineer simply loads the configuration file to the appropriate system when
available.
The wizard incorporates error checking of the configuration. It detects a wide range of configuration conflicts
through the error checking of individual entries and validity checks the configuration before saving to a system or
as a configuration file on a PC hard drive. The wizard will automatically suggest corrections to any errors found. All
IP Office configurations from version 1.4 can utilize the error checking capabilities of the Wizard to review existing
configurations that may contain errors even if the configuration was not created using the Wizard.
The wizard also provides the ability to design user templates, complete with button programming, that can be
subsequently applied across a range of extensions. Each new template can be saved to build up a library of
templates for future configurations.
The IP Office Wizards provide simple tools to enable the quick and accurate setup of IP Office in both Key and PBX
modes. The graphical interface allows the installer to easily assign functions, lines and coverage and bridge
appearances to individual buttons. The standard user templates, including button programming, can be created
and saved within the wizard for use on future IP Office installations.
The IP Office Wizard supports the configuration of the Embedded and VoiceMail Pro voice mail platforms either
offline or online. In offline mode, where the voice mail is not present, the configuration is saved to the PC and
sent to the appropriate voicemail platform when it is available.
The IP Office Wizard VoiceMail Pro configuration supports the setup of four two-tier auto attendants and actions
including transfer, play directory list, leave message and repeat menu options and announcement. The recording
of bilingual prompts and messages can be completed via the wizard through a set connected to the system or via
the PC. The Wizard allows Day, Afternoon, Night and Holiday schedules to be defined and assigned on a system
wide or per individual auto attendant basis.
The ability to print the IP Office configuration or part of the configuration is included as part of the IP Office
Wizards.
IP Office 3.0
Product Description
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IP Office Product Description
The Wizard has three versions, IP Office - Small Office Edition Wizard, IP Office Installation and Maintenance
Wizard and Moves Adds and Changes Wizard.
The IP Office – Small Office Edition and Installation and Administration Wizards are password protected to prevent
unauthorized access to more sophisticated configuration items.
•
The IP Office - Small Office Edition Wizard
The IP Office - Small Office Edition Wizard is used with the range of IP Office Small Office Editions. The
wizard simplifies the installation process for the Small Office Edition and the elements specific to the Small
Office Edition such as the Integrated Wireless Access Point. The Small Office Edition Wizard walks an
installer through an installation by asking a series of questions allowing the wizard to build the appropriate
configuration in the background. The Small Office Edition Wizard is for use on single site/stand alone
systems.
•
The IP Office Installation and Administration Wizard
The IP Office Installation and Administration Wizard is used with the entire range of IP Office systems.
The wizard systematically guides the installer through the installation of the system and checks the
configuration for any errors whist configuring the system. The Wizard provides integration with Voice Mail
Pro for simplified voice mail access and the creation of start points and two tier Voice Mail Auto
Attendants.
The IP Office Installation and Administration Wizard simplifies the setup of remote / home workers. The IP
Office system administration via the Wizard supports the configuration of the connection for the remote /
home workers. The remote / home workers can be setup to use the IP Office Virtual Private Network
(VPN) software or a non VPN high speed internet connection. Please note that the additional administration
and configuration of the remotely connected device is required and the Quality of Service over Internet
connections varies which could impact voice and connection quality.
•
The Moves Adds and Changes Wizard
The Moves Adds and Changes Wizard for Users and Hunt Groups is used by Business Partners and suitably
trained end users to modify a subset of the system functions. This version of the wizard is not password
protected but prevents unintentional system changes while providing a simple and intuitive interface for
the most commonly accessed system management functions – users, and hunt groups and System Speed
Dials.
IP Office 3.0
Product Description
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14. Common Management Utilities
Importing System Settings
The wizards allow items that have been created in Word or Excel (CSV file) to be imported into the configuration.
The end user can complete customer specific information and the files can be uploaded into the IP Office quickly
and check for errors. Other files such as license keys can also be loaded directly into the IP Office. These options
reduce the need for post installation modifications, such as spelling mistakes in names, and reduce the time
required to configure the IP Office. The following files can be created and loaded directly into IP Office Wizards:
•
License Key Files.
•
Users Name, Extension number and Group Membership.
•
Hunt Groups Names, Number and Hunting Type.
•
System Speed Dial.
•
Feature code templates - to allow mimicry of other systems.
•
Account Codes.
•
Dial plan (for those cases where there are non-continuous ranges for users and Hunt Groups).
•
VoiceMail Pro Schedules for Day, Afternoon and/or Night.
•
VoiceMail Pro Holiday Schedules.
CSV File Format
The file formats are all comma separate with no text delimiters and no header.
•
System Speed Dial CSV File
Column 1: Speed Dial Name, Column 2: Speed Dial Number, Column 3: Telephone Number.
•
Short Codes CSV File
Column 1: Code, Column 2: Telephone Number, Column 3: Feature Name.
•
Users CSV File
Column 1: Full Name, Column 2: Extension Number, Column 3: Template Name, Columns 4 to 9: Hunt
Group Extension Number.
•
Hunt Groups CSV File
Column 1: Hunt Group Name, Column 2: Extension Number, Column 3: Group Type.
•
Account Codes CSV File
Column 1: Account Code, Column 2: Caller ID.
•
Dial Plan CSV File
Column 1: Extension Number, Column 2: Type (Physical, Virtual, Hunt Group).
•
License Key CSV File (provided by Avaya as a CSV file)
Column 1: License Option, Column 2: License Key.
•
VoiceMail Pro Day, Afternoon, Night Schedule CSV File
Column 1:Day, Column 2: Start Time, Column 3: End Time
•
VoiceMail Pro Holiday Schedule CSV File
Column 1: Month (3 Characters only), Column 2: Date (2 digits)
IP Office 3.0
Product Description
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IP Office Product Description
Call Status
The Call Status utility allows a PC to display all telephone and data calls that are currently active on the IP Office
system.
Call Status displays two window panes, one on top of the other, in one window. The top window pane is a status
of all of the active telephone and data calls on the system, the lower pane will collect a list of incoming calls that
have not been answered.
The Active Calls List displays the time the call was made, the extension either making or receiving the call, the
number dialed or the received CLI/ANI, the party at the other end of the call, the direction of the call, the current
status of the call (Idle, Ringing, Connected, Disconnected, Suspended, Resuming, Dialing, Queued, Parked, or
Held) and the length of time the call has been active.
The Missed Calls List displays the date and time the call was received, the extension that was receiving the given
call, the number received via CLI/ANI, the party at the other end of the call and the length of time the third party
waited for an answer before hanging up.
Call Status is extremely useful in establishing if there are any data calls in progress.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 242
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14. Common Management Utilities
Monitor
Monitor is a real-time maintenance utility to assist with IP Office trouble-shooting. As the application connects to
the IP Office over an IP Connection it can be used from both local (LAN) and remote locations (WAN).
A simple interface allows an engineer to select which protocols and interfaces are to be monitored and decoded.
The trace can either be captured directly to screen or as a log file for later analysis.
Different protocols can be color coded to improve the clarity of large log files. In addition to monitoring, the
application captures system alarms and will display a death log of the last 20 alarms that have occurred.
IP Office 3.0
Product Description
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IP Office Product Description
Simple Network Management Protocol (SNMP)
SNMP is a industry standard designed to allow the management of data equipment from different vendors using a
single application known as a Network Manager. The Network Manager will periodically poll equipment to solicit a
response, if no response is received an alarm is raised.
In addition to responding to polls, IP Office also monitors the state of its Extensions, Trunk cards, Expansion
Modules (except WAN3 module) and Media cards, if an error is detected IP Office will notify the Network Manager.
The IP Office implementation allows for two separate Network Managers to be nominated. This permits both a
customers Network Manager and a Maintainers Network Manager to be notified of the same alarm condition. IP
Office has been tested against CastleRock's SNMPc-EE™ and HP's Network Node Manager (part of the OpenView
application suite). Avaya's 'Integrated Management Suite' also uses HP's Network Node Manager.
IP Office 3.0 adds an additional alarm for Voicemail Pro and Embedded Voicemail. For Embedded Voicemail the
alarm state is triggered when the memory card is 90% full. For Voicemail Pro the alarm level is configurable
through the Voicemail Pro client. The alarm is generated and sent by the IP Office control unit configured for
SNMP.
IP Office 3.0
Product Description
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14. Common Management Utilities
IP Office SMDR
A call logger utility, IP Office SMDR, is included which allows the detail of all calls to be sent to a file on the PC.
Third party applications can then use this data to allocate costs to departments, analyze trunk capacity, report
usage against account codes etc. The IP Office SMDR utility does not provide any reports or graphical analysis of
telephone usage. For multi-site IP Office configurations, one IP Office SMDR application per site is required.
The following operating systems are supported: Windows 98 SE, Windows 2000, Windows NT 4 and Windows XP.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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A: Configurations and Factory Build Options
Configurations and Factory Build Options
This section provides information on the factory builds available for each of the base modules along with some
example configurations.
Not all options are available at launch, please contact your Avaya representative for local, up to date, information.
•
IP403 Compact Office
•
IP406 V2 Office
•
IP412 Office
•
Factory Configurations
•
Country Availability
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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IP Office Product Description
IP403 Office
Scenario:
A customer with sophisticated telephony requirements, needing 30 exchange lines and 80 digital extensions.
This configuration provides support for up to 98 Avaya digital extensions (18 spare for growth) and a single
Primary Rate ISDN connection. If growth beyond 18 users or additional line capacity were anticipated, the IP406
Office would be considered more appropriate. Typically, a business of this size would have a data network built
using LAN switches such as the Avaya Cajun range. The IP403 Office would be connected to the data network
through its integral 8 port Hub, providing all users access to the Internet and IP Office productivity applications.
Kit List
•
IP403 Office DS with PRI 30 E1.
•
3 x IP400 Digital Station Module 30.
IP Office 3.0
Product Description
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A: Configurations and Factory Build Options
IP406 V2 Office
Scenario 1:
A business requiring 32 analog Telephones and one T1 PRI (23+1D channels). .
The IP406 Office with a single T1 PRI card and two IP400 Phone 16 modules provides the required line and
extension capacity. Through the use of Phone Manager Lite the functionality provided by the Analog Telephones is
greatly enhanced. Expansion capability for an additional 4 Modules allows the system to be expanded to a full 180
extensions.
Kit List
•
IP406 V2 Office.
•
Single T1 PRI card.
•
1 x IP400 Office Phone Module 30.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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IP Office Product Description
IP412 Office
Scenario 1:
A North American business requiring 180 Display Telephones and 96 Digital lines with 20 Analog lines for fall back
purposes in the event of the T1 service failing.
The configuration illustrates a IP412 Office providing 180 extensions and 96 digital trunks (4 x T1) and two IP400
Office Analog Trunk 16 modules offering capacity of up to 32 analog trunk lines . Factory shipped with a single
Dual PRI T1 interface, the system is fitted with an extra trunk card in its spare slot to provide the additional 48
lines.
Kit List
•
IP412 Office PRI 48 T1.
•
IP400 Office Dual PRI T1.
•
6 X IP400 Office Digital Station 30 Module.
•
2 x IP400 Office Analog Trunk 16.
•
180 x Avaya 6412 Digital phones.
IP Office 3.0
Product Description
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A: Configurations and Factory Build Options
Scenario 2:
A Business requiring 90 IP hardphones, 90 IP softphones and 60 lines.
This configuration illustrates an IP412 Office PRI 60 E1 fitted with two optional IP400 Office Voice Compression
Module 30s. These two internally fitted cards allow up 60 simultaneous calls to external parties, as they are only
used when an IP extension is calling a non-IP telephone or line. If less 'Gatewayed' calls were required, one of the
30 channel cards could be substituted for a smaller variant.
The IP Office softphone is 'Phone Manager PC Softphone' which requires two types of License Keys which allow
Phone Manager Lite, supplied as standard, to run as IP Extensions.
Kit List
•
IP412 Office PRI 60 E1.
•
2 x IP400 Voice Compression Module 30.
•
90 x 4612 IP Hardphones.
•
IP400 Phone Manager Pro RFA.
•
IP400 iPhone Manager Pro RFA 50.
•
IP400 iPhone Manager Pro RFA 40 (50+40 = 90).
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
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IP Office Product Description
Factory Configurations
Avaya IP Office - Small Office Edition Control Units
•
Avaya IP Office Small Office Edition - 2T+4A (3 VC) US (700280167)
Providing two US specification analog trunks and four analog extensions. Comes with three voice
compression resources as standard for VoIP applications. Also includes twin PCMCIA slot for voicemail and
Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for optional V35,
X21, T1 WAN.
•
Avaya IP Office Small Office Edition - 2T+4A (3 VC) INT (700280175)
Providing two analog trunks (not US) and four analog extensions. Comes with three voice compression
resources as standard for VoIP applications. Also includes twin PCMCIA slot for voicemail and Wireless
access point, four port Ethernet switch, single Ethernet WAN port and a slot for optional V35, X21, BRI, T1
WAN.
•
Avaya IP Office Small Office Edition - 4T+8A (3 VC) US (700293053)
Providing two US specification analog trunks and eight analog extensions. Comes with three voice
compression resources as standard for VoIP applications. Also includes twin PCMCIA slot for voicemail and
Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for optional V35,
X21, T1 WAN.
•
Avaya IP Office Small Office Edition - 4T+8A (3 VC) INT (700293061)
Providing two analog trunks (not US) and eight analog extensions. Comes with three voice compression
resources as standard for VoIP applications. Also includes twin PCMCIA slot for voicemail and Wireless
access point, four port Ethernet switch, single Ethernet WAN port and a slot for optional V35, X21, BRI, T1
WAN.
•
Avaya IP Office Small Office Edition - 4T+4A+ 8DS (3 VC) US (700280183)
Providing four US specification analog trunks, four analog extensions and eight Digital Station ports. Comes
with three voice compression resources as standard for VoIP applications. Also includes twin PCMCIA slot
for voicemail and Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for
optional V35,X21, T1 WAN.
•
Avaya IP Office Small Office Edition - 4T+4A+8DS (16 VC) US (700280191)
Providing four US specification analog trunks, four analog extensions and eight Digital Station ports. Comes
with sixteen voice compression resources as standard for VoIP applications. Also includes twin PCMCIA slot
for voicemail and Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for
optional V35, X21, T1 WAN.
•
Avaya IP Office Small Office Edition - 4T+4A+8DS (3 VC) INT (700280209)
Providing four analog trunks (not US), four analog extensions and eight Digital Stations. Comes with three
voice compression resources as standard for VoIP applications. Also includes twin PCMCIA slot for
voicemail and Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for
optional V35, X21, BRI, T1 WAN.
•
Avaya IP Office Small Office Edition - 4T+4A+8DS (16 VC) INT (700280217)
Providing four analog trunks (not US), four analog extensions and eight Digital Stations. Comes with
sixteen voice compression resources as standard for VoIP applications. Also includes twin PCMCIA slot for
voicemail and Wireless access point, four port Ethernet switch, single Ethernet WAN port and a slot for
optional V35, X21, BRI, T1 WAN.
Avaya IP Office - Small Office Edition Expansion Cards
•
Avaya IP Office Small Office Edition - WAN Expansion Kit (700289713)
Optional card supporting V.35 and X.21 private circuits.
•
Avaya IP Office Small Office Edition - 64MB Memory Card (700289721)
64M PCMCIA memory card for embedded auto-attendant and voicemail.
•
Avaya IP Office Small Office Edition - Wireless LAN Card (700289739)
PCMCIA Wireless card for Access Point functionality.
IP Office 3.0
Product Description
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A: Configurations and Factory Build Options
Factory Configured Base Modules
• IP403 Office DS-PRI 24 T1 (700184666)
IP403 Office Digital Station supporting - 8 x Digital Stations, 2 Plain Ordinary Telephones (CLI), 8 port
Ethernet Hub, USB port and DTE port for Terminal Adapter or TPAD applications, 1 x X.21/V35 WAN port,
Music on Hold input and 2-switch external Door relay control port. Pre-configured in the factory with a T1
card giving 24 lines (IP400 Office PRI T1). Expandable by 3 Expansion Modules.
•
IP403 Office DS-Analog 4 (700184674)
IP403 Office Digital Station supporting - 8 x Digital Stations, 2 Plain Ordinary Telephones (CLI), 8 port
Ethernet Hub, USB port and DTE port for Terminal Adapter or TPAD applications, 1 x X.21/V35 WAN port,
Music on Hold input and 2-switch external Door relay control port. Pre-configured in the factory with a
quad analog loop start trunk card (IP400 Office Quad Analog Trunk (Loop Start) ). Expandable by 3
Expansion Modules.
•
IP406 V2 Office BRI 16 (700343478)
IP406 Office supporting - 8 x Digital Stations, support for 2 analog terminals, support for optional
embedded voicemail (Compact Flash) card, 8 port Layer 2 LAN switch, 9-pin DTE serial port, support for
one VCM-30 card for non-blocking single PRI sites, WAN port, Music on Hold input and 2-switch external
Door relay control port. Pre-configured in the factory with two quad ISDN Basic Rate card giving 16 lines
(IP400 Office Quad BRI). Expandable by 6 Expansion Modules.
•
IP406 Office V2 PRI 30 E1 (700343486)
IP406 Office supporting - 8 Digital Stations, support for 2 analog terminals, support for optional embedded
voicemail (Compact Flash) card, 8 port Layer 2 LAN switch, 9-pin DTE serial port, support for one VCM-30
card for non-blocking single PRI sites, WAN port, Music on Hold input and 2-switch external Door relay
control port. Pre-configured in the factory with a single-ISDN Primary Rate E1 card giving 30 lines (IP400
Office PRI E1). Expandable by 6 Expansion Modules.
•
IP406 V2 Office PRI 24 T1 (700343510)
IP406 Office supporting - 8 Digital Station ports, 2 analog terminal ports, slot for optional embedded
voicemail (Compact Flash) card, 8 port Layer 2 LAN switch, 9-pin DTE serial port, support for one VCM-30
card for non-blocking single PRI sites, WAN port, Music on Hold input and 2-switch external Door relay
control port. Pre-configured in the factory with a T1 card giving 24 lines (IP400 Office PRI T1).
Expandable by 6 Expansion Modules.
•
IP406 V2 Office Analog 4 (700343528)
IP406 Office supporting - 8 Digital Stations, support for 2 analog terminals, support for optional embedded
voicemail (Compact Flash) card, 8 port Layer 2 LAN switch, 9-pin DTE serial port, support for one VCM-30
card for non-blocking single PRI sites, WAN port, Music on Hold input and 2-switch external Door relay
control port. Pre-configured in the factory with a quad analog loop start trunk card (IP400 Office Quad
Analog Trunk (Loop Start)). Expandable by 6 Expansion Modules.
•
IP412 Office PRI 30 E1 (700184724)
IP412 Office supporting - 2 port Ethernet switch, DTE Port, 1 x X.21/V35 WAN port, Music on Hold input
and 2-switch external Door relay control port. Pre-configured in the factory with an ISDN Primary Rate/E1
card giving 30 lines (IP400 Office PRI E1). Expandable by 12 Expansion Modules.
•
IP412 Office PRI 60 E1 (700184732)
IP412 Office supporting - 2 port Ethernet switch, DTE Port, 1 x X.21/V35 WAN port, Music on Hold input
and 2-switch external Door relay control port. Pre-configured in the factory with a dual ISDN Primary Rate
card giving 60 lines (IP400 Office Dual PRI E1). Expandable by 12 Expansion Modules.
•
IP412 Office PRI 24 T1 (700184740)
IP412 Office supporting - 2 port Ethernet switch, DTE port, 1 x X.21/V35 WAN port, Music on Hold input
and 2-switch external Door relay control port. Pre-configured in the factory with a T1 card giving 24 lines
(IP400 Office PRI T1). Expandable by 12 Expansion Modules.
•
IP412 Office PRI 48 T1 (700184757)
IP412 Office supporting - 2 port Ethernet switch, DTE port, 1 x X.21/V35 WAN port, Music on Hold input
and 2-switch external Door relay control port. Pre-configured in the factory with a dual T1 card giving 48
lines (IP400 Office Dual PRI T1). Expandable by 12 Expansion Modules.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 253
4th May 2005 - Issue 12t
IP Office Product Description
IP Office Expansion Modules
•
IP400 Office Phone Module 8 (700184773)
Adds an additional 8 Plain Ordinary Telephone ports to the IP403, IP406 V1/V2 and IP412.
•
IP400 Office Phone Module 16 (700184781)
Adds an additional 16 Plain Ordinary Telephone ports to the IP403, IP406 V1/V2 and IP412.
•
IP400 Office Phone Module 30 (700184799)
Adds an additional 30 Plain Ordinary Telephone ports to the IP403, IP406 V1/V2 and IP412.
•
IP400 Office Digital Station Module 16 (700184807)
Adds an additional 16 Digital Station ports to the IP403, IP406 V1/V2 and IP412, to support 44 and 64
Series Digital Stations.
•
IP400 Office Digital Station Module 30 (700184880)
Adds an additional 30 Digital Station ports to the IP403, IP406 V1/V2 and IP412, to support 44 and 64
Series Digital Stations.
•
IP400 Office So8 Module (700185077)
Provides 8 ISDN device lines to the desktop.
•
IP400 Office Analog Trunk 16 - North America only (700211360)
Provides an additional 16 Analog trunks (loop start or ground start) and two power fail sockets.
•
IP400 Office Analog Trunk 16 EU (700241680)
Provides an additional 16 Analog trunks (loop start) and two power fail sockets. European CTR21
specification.
•
IP400 Office Analog Trunk 16 NZ (700241698)
Provides an additional 16 Analog trunks (loop start) and two power fail sockets. New Zealand specification.
•
IP400 Office 10/100 WAN 3 Module (700262009)
Provides an additional three X.21/V.35 ports. This expansion module is connected back to the IP403, IP406
V1/V2 and IP412 using the LAN and does not impact on the maximum number of Expansion Modules
supported.
Internal Daughter Cards
Voice Compression Modules
•
IP400 Office Voice Compression Module 5 (700185119)
5 Channel Voice Compression module required for IP Trunking and IP extensions.
•
IP400 Office Voice Compression Module 10 (700185127)
10 Channel Voice Compression module required for IP Trunking and IP extensions.
•
IP400 Office Voice Compression Module 20 (700185135)
20 Channel Voice Compression module required for IP Trunking and IP extensions.
•
IP400 Office Voice Compression Module 30 (700293939)
30 Channel Voice Compression module required for IP Trunking and IP extensions.
Modems
•
IP400 Office Modem 2 (700185226)
Internally fitted card allowing two simultaneous V.90 modem call.
•
IP400 Office Modem 12 (700343452)
Internally fitted card allowing twelve simultaneous V.90 modem call.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 254
4th May 2005 - Issue 12t
A: Configurations and Factory Build Options
Trunk Interface Cards
•
IP400 Office BRI-8 (UNI) (700262017)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 4 x ISDN basic rate ports (8 lines).
•
IP400 Office PRI 30 E1 (1.4) (700272461)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 1 x ISDN Primary rate port (30 lines).
•
IP400 PRI 30 E1R2 RJ45 EXP - CALA (700241631)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 1 x E1R2 Primary rate port (30 lines). RJ45
termination.
•
IP400 PRI 30 E1R2 COAX EXP - CALA (700241656)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 1 x E1R2 Primary rate port (30 lines). CoAx termination.
•
IP400 Office Dual PRI E1 (700185184)
Interface card for the IP406 V2 and IP412 providing 2 x ISDN Primary rate ports (60 lines).
•
IP400 Office PRI T1 (700185200)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 1 x T1/PRI port (24 lines).
•
IP400 Office Dual PRI T1 (700185218)
Interface card for the IP406 V2 and IP412 providing 2 x T1/PRI (48 lines).
•
IP400 Office Quad Analog Trunk (Loop Start) (700185192)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 4 x Loop start analog trunks (North
American specification).
•
IP400 ANLG 4 EU (LS) EXP (700241672)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 4 x Loop start analog trunks (European
CTR21 specification).
•
IP400 ANLG 4 NZ (LS) EXP (700241706)
Interface card for the IP403, IP406 V1/V2 and IP412 providing 4 x Loop start analog trunks (New Zealand
specification).
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 255
4th May 2005 - Issue 12t
IP Office Product Description
Country Availability
IP Office is available in the following countries. Please refer to your country price list for the availability of
individual items.
•
Australia
•
Belgium
•
Brazil
•
Canada
•
Chile
•
China
•
Colombia
•
Croatia
•
Denmark
•
Finland
•
France
•
Germany
•
Hungary
•
Iceland
•
Ireland
•
Italy
•
Japan
•
Korea
•
Luxembourg
•
Mexico
•
Netherlands
•
New Zealand
•
Norway
•
Peru
•
Poland
•
Portugal
•
Russia
•
Spain
•
Sweden
•
Switzerland
•
United Kingdom
•
USA
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 256
4th May 2005 - Issue 12t
B: Implementing Voice over IP FAQ
What is Quality of Service?
First and foremost, Quality of Service is a goal not a standard. There are a number of measures that can be taken
on the Local Area Network and Wide Area Network to make them 'good enough' for voice traffic. Some of these
are standard based, others simply a matter of network architecture.
The term 'good enough' is intentional. Every customer will have different expectations and different budgets to
work to. Some will be willing to upgrade their networks to use the best possible equipment and practice. To others
the additional expense may be viewed as unnecessary.
What are the Symptoms of Quality Problems?
Poor speech quality manifests itself in three distinct ways.
•
Echo induced by delay.
•
Warble to severe clipping induced by lost packets and variable delay (jitter).
•
Distortion as a result of errors introduced by the conversion of speech to data and back again.
How Do I Minimize Delay Induced Echo In My Network?
Delay in a network comes from a number of different sources and phenomena. The first source of delay comes
from the process of converting speech to VoIP packets. The IP Office supports a number of standards based
encoding methods to allow the optimum trade off between delay and bandwidth to be made (see What Bandwidth
Do I Require For Each Voice Call?). IP Office also incorporates integral echo cancellation to maximize speech
quality.
The next source of delay comes from data and voice traffic queuing at the ports of the switches, routers and
bridges making up the network. It is possible that the traffic queuing at a port is minimal and no action needs to
be taken. This would be the case if the available bandwidth far exceeded the demand. To overcome queuing in the
network the IP Office prioritizes voice traffic using a standard known as DiffServ. This marks each IP packet
carrying voice with a flag so that switches and routers can force packets containing voice to the front of the queue.
An alternative method of prioritization that can be used by switches and routers, with an equally satisfactory result,
is to look at what protocol (UDP Port) is being used. All voice traffic is carried using two identifying protocols RTP
and RTCP. Both methods are equally good, leaving the choice of which to use as being between the most cost
effective and the easiest to implement and manage.
Another source of delay can come from collisions of a particular segment of the Local Area Network. Collisions
result when two devices on a shared switch port or segment try to transmit simultaneously. This causes all devices
to stop transmitting for a period of time. This is the way of life on most Ethernet networks and, if occasional, may
pass unnoticed. The more devices sharing a switch port, and the busier they are, the greater the opportunity for
collisions. This is simply resolved by reducing the number of devices on each port, or by dedicating a port to each
VoIP device. If you are just using VoIP to link two IP Offices together, it's well worth dedicating a port to each IP
Office and router at either end of the link as the cost implications are likely to be very little.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 257
4th May 2005 - Issue 12t
IP Office Product Description
How Do I Minimize Warble and Clipping In My Network?
As mentioned earlier warble and clipping are symptoms of variable delay (Jitter) and packet loss. Jitter and packet
loss may be the result of switches and routers that are either faulty or working outside their design intentions.
IP Office provides jitter buffers that will compensate for a moderate amount of jitter found in networks. Voice
traffic is quite tolerant of small amounts of packet loss so in most cases it can be ignored. Where packet loss is
excessive (that is greater than 2%) the cause should be established and fixed. This could be due to a fault or
simply an over worked device discarding packets.
Avaya's Cajun Ethernet switches are an ideal complement to IP Office as they have been engineered to minimize
delay, jitter and packet loss.
How Do I Minimize Distortion In My Network?
Each time speech is converted into a digital signal and back again, tiny difference from the original creeps in. The
more times this happens on a single call the bigger those differences will be.
Ideally, the path speech takes should only require one 'analog to digital to analog' conversion. Predominantly this
will be the case. Exceptions to this will occur when making calls to mobile telephones or voice mail systems where
the analog digital conversion will occur twice (once on IP Office and once on the mobile network etc).
Different coding methods will have different effects. IP Office supports a range of methods to allow you to choose
the one with the right quality vs bandwidth for your network. Generally speaking double conversions should be
avoided wherever possible.
What Benefits Do I Get From Using IP Office To Provide My WAN
IP office will allow you to intelligently manage the bandwidth over any directly connected WAN link. Using IP
Office, it is possible to guarantee bandwidth for data as well as voice traffic. When no voice traffic is present, the
free bandwidth is made available for data. Through the use of silence suppression, data can even borrow the gaps
in conversations for additional throughput. When using IP Office with Avaya Cajun LAN switches, it is even possible
to divide the data bandwidth to provide guarantees for different types of data traffic such as SAP or e-business
applications.
What Bandwidth Do I Require for Each Voice Call?
The bandwidth used varies depending on the compression method chosen. IP office supports a wide range of
compression standards, including the most popular G.723.1 and G.729a. These will occupy approximately 10K and
13K of bandwidth respectively.
Use the following chart to choose the most appropriate compression algorithm for your available bandwidth.
Compression
Codec
RTP Voice
Packets
LAN
Data Payload per Second (bps)
% Overhead
LAN
WAN
(bps)
% Overhead Algorithmic
WAN
Delay (milliseconds)
G.723.1
24 Bytes
33.33
20,800
225%
9,867
54%
80
G.729a
20 Bytes
50
29,600
270%
13,200
65%
40
G.711 (64K)
160 Bytes
50
85,600
34%
69,200
8%
20
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 258
4th May 2005 - Issue 12t
B: Implementing Voice over IP FAQ
What Delay is Acceptable?
Effort should be made to keep the overall end-to-end delay below 150 milli-seconds.
An idea of the delay inherent in the network can be measured by carrying out a ping test and dividing the result by
two. IP Office has built in echo cancellation to maximize speech quality.
What is The Perfect Network?
For those customers who are willing to upgrade their data network, the ultimate scenario for Voice would be for
every device on the Local Area Network to have its own dedicated port on a DiffServ capable layer 3 switch such
as the Avaya Cajun. Connections to the Wide Area Network should, once again, be via devices supporting DiffServ
such as the IP Office.
How Many Simultaneous Calls Can I Get Down My Link?
The following chart illustrates the theoretical maximum number of simultaneous voice calls that can be delivered
over a Wide Area Network for a given link speed. This does not take into account any bandwidth that may be
required for data traffic between sites or the physical limit of VoIP calls for the specific version of IP Office in use.
The number of simultaneous voice calls can be in excess of the capabilities of the individual platform, where the
calls transit the switch as data traffic. In this situation compression resources are not used but obviously must be
catered for in the overall bandwidth provision.
Compression
G.723.1 (6K3)
G.729a (8K)
G.711 (64K)
0.08
0.04
0.02
- 64Kbps Link
6
4
0
- 128Kbps Link
12
9
1
- 256Kbps Link
25
19
3
- 512Kbps Link
51
38
7
- 1Mbps Link
103
77
14
- 2Mbps Link
207
155
29
Algorithmic Delay (seconds)
Number of Calls
What Is The Maximum Number Of Simultaneous VoIP Calls That IP
Office Supports
Each IP office can be fitted with an optional Voice Compression Module (VCM) to support VoIP connections.
•
The IP403 and IP406 v1 can each be fitted with a single module offering 5, 10 or 20 simultaneous calls.
•
The IP406 V2 can be fitted with a single module offering 5, 10, 20 or 30 simultaneous calls.
•
The IP412 Office is capable of supporting two modules of all types, allowing between 5 and 60
simultaneous calls.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 259
4th May 2005 - Issue 12t
IP Office Product Description
Does the IP Office Support Fax over IP ?
The IP Office has a proprietary method for carrying fax traffic on a VoIP call, it is supported between IP Office
systems and Avaya Communication Manager. IP Office supports fax speeds up to 14.4 Kbps, it does not confirm to
the T.38 standard. The bandwidth requirements for the call will initially be as per the specified or negotiated
compression method then the bandwidth requirement will change to accommodate the Fax data. The Fax
bandwidth will vary depending on the speed that the Fax devices are communicating at and the type of link, at
14.4 Kbps the bandwidth requirement will be approximately 27 Kbps on the LAN or 19 Kbps on a Point to Point
WAN link with Header Compression.
Network Assessment
With IP Office, optimum network configurations can support VoIP with perceived voice quality equivalent to that of
the Public Switched Telephone Network (PSTN). However, not every network is able to take advantage of packet
voice transmissions. It is important to distinguish between basic compliance with the minimal VoIP standards and
validated support for QoS which is needed to run VoIP applications over a data network.
With the exception of standalone configurations with IP phones directly connected to the ports on IP Office, Avaya
now requires that all customers formally audit their networks for IP telephony readiness before attempting to
install any Voice over IP application.
A network assessment should normally include:
•
Physical inventory of all equipment inclusive of the current version of code, and configurations as needed.
•
An accurate and complete network topology for all involved sites, inclusive of IP addressing and
physical/logical connections.
•
An evaluation of the network's topology to check that the design is both sound and reasonable.
•
A measurement of packet loss, jitter, and delay over the course of multiple days while measured on a per
minute basis. A graphical representation of the data is the preferred output method.
•
Examination of QoS/CoS parameters in place in the network.
•
Summarization of findings and possible actions to correct problems.
The assessment should leave you confident that the implemented network will have the capacity for the foreseen
data and voice traffic, and can support H.323, DHCP, TFTP, and jitter buffers in H.323 applications.
With this in mind, if you require support during or after an IP Office VoIP installation, a copy of your network
assessment documentation will be requested by Avaya Support.
For more details about available tools, resources and services to enable you to audit your network for VoIP
readiness, please contact your local Avaya representative.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 260
4th May 2005 - Issue 12t
B: Implementing Voice over IP FAQ
Voice over IP Relevant Standards Supported
The IP Office supports the following protocols and standards:
•
H.323 (V2)(1998), Packet-based multimedia communications systems.
•
Q.931, ISDN user-network interface layer 3 specification for basic call control.
•
H.225.0 (1998), Call signaling protocols and media stream packetization for packet-based multimedia
communication systems.
•
H.245 (1998), Control protocol for multimedia communication.
•
Audio CODECs:
•
G.711 A-law/U-law.
•
G.723.1 MP-MLQ.
•
G.729 Annex A – CS-ACELP.
•
Silence Suppression.
•
Fax Relay (IP Office to IP Office Fax Transport over IP).
•
Local End Echo Cancellation 25ms.
•
Out of band DTMF.
•
Jitter buffer, 5 frames of jitter buffer.
•
Internet Standards/Specification (in addition to TCP/UDP/IP).
•
RFC 1889 – RTP/RTCP, Real Time and Real Time Control Protocol.
•
RFC 2507,2508,2509 – Header Compression.
•
RFC 2474 – DiffServ, Type of Service field configurable.
•
RFC 1990 - PPP Fragmentation.
•
RFC 1490 - Encapsulation for Frame Relay.
•
RFC 2686 - Multiclass Extensions to Multilink PPP.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 261
4th May 2005 - Issue 12t
C: TAPI Functions Supported by IP Office
TAPI 2.1 Functions Supported
TAPILink Lite provides the following functionality for TAPI 2.1:
•
LineAddToConference
•
LineAnswer
•
LineBlindtransfer
•
LineCompleteTransfer
•
LineConfigDialog
•
LineClose
•
LineDeallocateCall
•
LineDial
•
LineDrop
•
LineGetAddressCaps
•
LineGetAddressID
•
LineGetAddressStatus
•
LineGetAppPriority
•
LineGetCallInfo
•
LineGetCallStatus
•
LineGetDevCaps
•
LineGetID
•
LineHandoff
•
LineHold
•
LineInitialiseEx
•
LineMakeCall
•
LineNegotiateTAPIVersion
•
LineOpen
•
LinePark
•
LineRedirect
•
LineRemoveFromConference
•
LineSetAppPriority
•
LineSetAppSpecific
•
LineSetCallPrivilege
•
LineSetStatusMessages
•
LineSetupTransfer
•
LineShutdown
•
LineSwapHold
•
LineUnhold
•
LineUnpark
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 263
4th May 2005 - Issue 12t
IP Office Product Description
TAPI 3.0 functions supported
The following functions are supported using TAPI 3.0:
•
•
•
ITTAPI
•
Initialize
•
Shutdown
•
EnumerateAddresses
•
RegisterCallNotifications
•
Put_EventFilter
ITAddress
•
get_AddressName
•
get_dialableAddress
•
get_ServiceProviderName
•
CreateCall
ITMediaSupport
•
•
•
•
get_MediaTypes
ITCallInfo
•
get_Address
•
get_CallState
•
get_CallInfoString
•
SetCallInfoBuffer
ITBasicCallControl
•
Connect
•
Answer
•
Disconnect
•
Hold
•
SwapHold
•
ParkDirect
•
Unpark
•
BlindTransfer
•
Transfer
ITCallStateEvent
•
get_Cause
•
get_State
•
get_Call
•
ITCallNotificationEvent
•
ITCallInfoChangeEvent
•
•
•
get_Call
get_Call
ITCallHubEvent
•
get_Event
•
get_Call
Notes:
•
TAPILink Lite can be used from C, C++ and Delphi. Visual Basic cannot directly use TAPI 2.1, but does
support TAPI 3.0 without any third-party tools.
•
TAPILink Lite is provides detailed information on telephony events, including the ability to screen-pop
based on CLI and/or DDI.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 264
4th May 2005 - Issue 12t
C: TAPI Functions Supported by IP Office
Changes from previous versions of IP Office
TAPI Reserved Fields
TAPI fields that were previously reserved by IP Office for internal use have now been released for general use by
developers. A full definition of theses fields are contained in the IP Office 2.0 developers SDK CD. The following
table shows the device specific data available via TAPI. A "Y" in the column indicates that the field is already
described in the TAPI manual.
•
Phone's extension number
•
Force login flag
•
Forward on busy flag
•
Login code flag
•
Forward on no answer flag
•
System phone flag
•
Forward unconditional flag
•
Absent message id
•
Forward hunt group flag
•
Absent message set flag
•
Do not disturb flag
•
Voicemail email mode
•
Outgoing call bar flag
•
User's extension number
•
Call waiting on flag
•
Users Locale
•
Voicemail on flag
•
Forward number
•
Voicemail ring-back flag
•
Follow me number
•
Number of voicemail messages
•
Absent text
•
Number of unread voicemail messages
•
Do not disturb exception list
•
Outside call sequence number
•
Forward on busy number
•
Inside call sequence number
•
User's priority
•
Ring back sequence number
•
Number of groups the user is a member of
•
No answer timeout period
•
•
Wrap up time period
Number of groups that the user is a member of
that are currently outside their time profile
•
Can intrude flag
•
•
Cannot be intruded upon flag
Number of groups the user is currently disabled
from
•
X directory flag
•
Number of groups that the user is a member of
that are currently out of service
•
Number of groups that the user is a member of
that are currently on night service
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 265
4th May 2005 - Issue 12t
IP Office Product Description
DevLink Reserved Fields
DevLink fields that were previously reserved by IP Office for internal use have now been released for general use
by developers. A full definition of these fields is contained on the IP Office 2.0 developers SDK CD. The following
table shows the device specific data available via DevLink. A "Y" in the column indicates that the field is already
described in the DevLink manual.
#
Field Data ( S Message )
#
Field Data ( S Message )
1
A call id
26
Voicemail disallow
2
B call id
27
Sending complete
3
A state
28
Bc.tc,bc.tm
4
B state
29
Owner hunt group name
5
A connected
30
Original hunt group name
6
A is music
31
Original user name
7
B connected
32
Target hunt group name
8
B is music
33
Target user name
9
A name
34
Target RAS name
10
B name
35
Is internal call
11
B list (possible targets for the call)
36
Time stamp
12
A slot ,channel
37
Connected time
13
B slot , channel
38
Ring time
14
Called party presentation & type
39
Connected duration
15
Called party number
40
Ring duration
16
Calling party presentation & type
41
Locale
17
Calling party number
42
Park slot number
18
Called sub address
43
Call waiting
19
Calling sub address
44
Tag
20
Dialled party type
45
Transferring
21
Dialled party number
46
Sv active
22
Keypad type
47
Sv quota used
23
Keypad number
48
Sv quota time
24
Ring attempt count
49
Account code
25
Cause
50
Unique call identifier
#
Field Data ( D Message )
#
Field Data ( A Message )
1
A call id
1
A call id
2
B call id
2
B call id
3
Unique call identifier
3
Unique call identifier
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 266
4th May 2005 - Issue 12t
D: Technical Specifications
General
Dimensions
Unit Dimensions (mm/inches)
Width
Height
Depth
IP403, IP406 V1/V2, IP412 and all
Expansion Modules
445mm/17.5"
71mm/2.8"
245mm/9.7"
IP Office - Small Office Edition
255mm/10.0"
76mm/3.0"
235mm/9.3"
•
The recommended minimum clearance, front and rear, for the connection of cables and other devices is
62mm/3".
Environmental
•
0 to +40°C. 95% relative humidity, non-condensing.
Terminal/Extension Cable Lengths
The following table details the maximum cable lengths supported for the telephone range using AWG22, 24 and 26
cabling.
Phone
AWG22
AWG24 (~ 0.5mm Ø)
AWG26
2400/5400 Series
1.67km - 5500 feet
1.1km - 3500 feet
0.67km - 2200 feet
4406D
1km - 3280 feet
1km - 3280 feet
0.4km - 1310 feet
4412D
1km - 3280 feet
0.7km - 2295 feet
0.4km - 1310 feet
4424D
0.5km - 1640 feet
0.5km - 1640 feet
0.4km - 1310 feet
64 Series
1km - 3280 feet
1km - 3280 feet
0.4km - 1310 feet
POT's
1km - 3280 feet
1km - 3280 feet
0.5km - 1640 feet
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 267
4th May 2005 - Issue 12t
IP Office Product Description
Weight & Power Consumption
Unit
Weight
Power Consumption
(Nominal Watts)
IP403 Control Unit
2.6Kg/5.8lbs
26
IP406 V1/V2 Control Unit
3.0Kg/6.7lbs
16
IP412 Control Unit
3.0Kg/6.7lbs
17.5
IP Office - Small Office Edition
1.2Kg/2.6lbs
–
Analog 16 Module
2.9Kg/6.5lbs
5
DS 16 Module
3.0Kg/6.7lbs
24
DS 30 Module
3.5Kg/7.8lbs
30
WAN3 Module
2.8Kg/6.3lbs
12
So8 Module
2.8Kg/6.3lbs
24
Phone 8 Module
2.8Kg/6.3lbs
12
Phone 16 Module
2.9Kg/6.5lbs
16
Phone 30 Module
3.1Kg/6.94lbs
30
Heat Dissipation
Note that the above numbers are for reference only. For practical purposes, for example the calculation of heat
dissipation, it is recommended to base environmental requirements (eg. air cooling or UPS ratings) on the
maximum input rating of the power supplies of the planned IP Office configuration, as follows.
In order to calculate the maximum (ie. worse case) amount of heat that can be generated by an IP Office system,
it is assumed that none of the input power is used to power circuitry and all power is converted to heat, whether
from the PSU itself, the system unit, expansion module or cabling.
Heat dissipation is normally measured in British Thermal Units (BTU's). A heat value expressed in Watts can be
converted to BTU/hr by multiplying by 3.41297. As indicated above, you should use the maximum power input of
115 VA (rather than the 40W output) of each power supply to calculate this most accurately
•
Using the conversion factor,: BTU/hr = 115W* 3.41297 = 392.5.
•
The metric equivalent to BTU is Joule: 1 BTU = 1,055 J
This calculates the BTU value per power supply. The maximum BTU per system is therefore calculated, based on
total number of power supplies installed per system
For example, for a IP412, this would be 1 for the base unit and up to 12 for the expansion modules = 13 * 392.5
= 5,103 BTU/hr.
Whereas a Small Office Edition would be rated at 392.5 BTU/hr, based on the use of a single power supply.
Remember to budget for the power requirements of any additional devices that are to be co-located with the IP
Office such as server PC's (voicemail etc). Also consider backup power arrangements for IP telephones if
centralized power-over-ethernet is used.
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D: Technical Specifications
Power Supply
•
•
Input
•
Small Office Edition: 2.5mm DC inlet socket. 24Vdc power input. Rating 24Vdc, 1.8A maximum.
•
All Other Units: 2.5mm DC inlet socket. 24Vdc power input. Rating 24Vdc, 2A maximum.
Power Supply Units: All CE/UL/Dentori Safety Approved.
•
•
•
Standard 40W Power Supply Unit (All control and expansion units unless otherwise indicated)
Supplied with the control or expansion unit. 40W PSU with integral lead to the unit. Connection to
switched mains supply requires separately supplied country specific IEC 60320 C7 power cord (2wire figure 8 connector).
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 2A maximum.
•
Output: 24Vdc, 1.875A, output power 45W maximum.
Small Office 45W Power Supply Unit
Supplied with the unit. 45W PSU with integral lead to control unit. Connection to switched mains
supply requires separately supplied country specific IEC 60320 C13 power cord (3-wire earthed
cold kettle lead).
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 1.5A maximum.
•
Output: 24Vdc, 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. Connection to
switched mains supply requires separately supplied country specific IEC 60320 C13 power cord (3wire earthed cold kettle lead).
IP Office 3.0
Product Description
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 2.5A maximum.
•
Output: 24Vdc, 1.5A, output power 60W maximum.
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IP Office Product Description
Interfaces
Interface
DTE Port
Information
•
25 way D-Type female connector, V.24/V.28.
•
9 way D-type on IP412, IP406 V2 and IP Office - Small Office Edition.
ISDN Ports EU/JP Interfaces:
•
BRI: RJ45 sockets. ETSI S/T Interface to CTR3 for Pan European Connection.
•
PRI E1: RJ45 socket. ETSI S/T Interface to CTR4 for Pan European Connection.
•
PRI T1/J1: RJ45 socket: FCC Part 68/JATE connection.
USA Interfaces:
•
PRI T1 Service:
Ground Start (GS) – Default, E&M, 56k data for 5ESS, 56/64/64 restricted for 4ESS.
•
PRI ISDN Switch support:
4ESS, 5ESS, DMS-100, DMS-250 (includes conformance to ANSI T1.607 & Bellcore Special
Report SR4287, 1992).
•
PRI ISDN Services:
AT&T Megacom 800, AT&T WATS (4ESS), AT&T SDS Accunet 56kB/s & 64kB/s (4ESS),
AT&T Multiquest (4ESS).
Analog
Trunk
Ports
•
RJ45 sockets: Loop start/Ground start (regional dependant)
Power Fail
Ports
•
RJ45 sockets: Telephone ports acts as master socket.
ISDN
Data Rates
•
BRI: B-channel 64kbps or 56kbps, D-channel 16kbps.
•
PRI: B-channel 64kbps or 56kbps, D-channel 64kbps.
Analog
Phone
Ports
•
RJ45 sockets: EU - Telephone ports act as Master sockets.
•
CLI Schemes: DTMFA, DTMFC, DTMFD, FSK and UK20.
•
REN: 2. (External Bell via POT port: REN = 1)
•
Off Hook Current: 25mA.
•
Ring Voltage: 40V (nominal) RMS.
LAN
•
RJ45 sockets. Auto-negotiating 10/100 BaseT Ethernet (10/100Mbps).
WAN
•
Small Office Edition: RJ45 Ethernet socket.
•
All Other Control Units (optional on Small Office Edition): 37 way D-Type female sockets.
X.21 interface to 2048k bps, V.35 interface to 2048Kbps and V.24 Interface to 19.2Kbps.
•
3.5mm Stereo Jack socket. Input impedance - 10k /channel.
•
Maximum a.c. signal – 200mV rms.
External
Output
Port
•
3.5mm Stereo Jack socket. Switching Capacity - 0.7A.
•
Maximum Voltage - 55V d.c. On state resistance - 0.7.
•
Short circuit current - 1A. Reverse circuit current capacity - 1.4A.
Wireless
Module
•
Small Office Edition only.
•
16bit Type II PCMCIA format PC card.
•
IEEE 802.11b WiFi.
•
Small Office Edition: 64MB Flash memory, 16bit Type II PCMCIA card.
•
IP406V2: 512MB Compact Flash.
Audio
Embedded
Voice
Memory
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D: Technical Specifications
Protocols
Protocol
V120
V110
PPP
LCP
MP
IPCP
RFC
RFC1661
RFC1570
RFC1990
RFC1332
Information
A standard Rate Adaptation mechanism.
A standard Rate Adaptation mechanism.
Point to Point Protocol.
Link Control Protocol.
Multi-Link (Point to Point) Protocol.
Internet Protocol Control Protocol.
PAP
RTP/RTCP
CHAP
CCP
STAC
MPPC
BACP
UDP
IP
TCP
DHCP
NAT
BOOTP
TFTP
NTP
SNMPv1
RFC1334
RFC1889
RFC1994
RFC1962
RFC1974
RFC2118
RFC2125
RFC768
RFC791
RFC793
RFC1533
RFC1631
RFC951
RFC1350
RFC868
RFC1157
RFC1155
RFC2737
RFC1058
RFC2453
RFC1722
RFC2401
RFC2402
RFC2403
RFC2404
RFC2405
RFC2406
RFC2407
RFC2408
RFC2409
RFC2410
RFC2411
RFC2661
RFC3193
RFC2507
Password Authentication Protocol.
Real Time and Real Time Control Protocol
Challenge Handshake Authentication Protocol.
Compression Control Protocol.
STAC LZS Compression Protocol.
Microsoft Point to Point Compression (Protocol).
Bandwidth Allocation Control Protocol.
User Datagram Protocol
Internet Protocol
Transmission Control Protocol.
Dynamic Host Control Protocol.
Network Address Translation.
Bootstrap Protocol.
Trivial File Transfer Protocol.
Network Time Protocol.
Simple Network Management Protocol. (STD15)
Structure and identification of management information for TCP/IP based
internets. (STD16)
Concise MIB Definitions. (STD16)
A convention for defining traps for use with SNMP.
Managment Information base for network management of TCP/IP based
internets: MIB-II (STD17).
Entity MIB (Version 2).
Routing Information Protocol.
RIP Version 2 (STD56).
RIP Version 2 Protocol Applicability Statement (STD57).
Security Architecture for the Internet Protocol.
IP Authentication Header.
The Use of HMAC-MD5-96 within ESP and AH.
The Use of HMAC-SHA-1-96 within ESP and AH.
The ESP DES-CBC Cipher Algorithm with Explicit IV.
IP Encapsulation Security Payload (ESP)
The Internet IP Security Domain of Interpolation for ISAKMP.
Internet Security Association and Key Management Protocol
The Internet Key Exchange.
The NULL Encryption Algorithm and its Use with IPSec.
IP Security Document Roadmap.
Layer Two Tunneling Protocol "L2TP"
Securing L2TP using IPSec.
IP Header Compression (IPHC)
RFC2508
Compressing IP/UDP/RTP Headers for Low-Speed Serial Links
MIB-II
ENTITY MIB
RIP
IPSec
L2TP
Header
Compression
RFC1212
RFC1215
RFC1213
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IP Office Product Description
DiffServ
PPP MP
Frame Relay
Encapsulation
ML-PPP
RFC2509
RFC2474
RFC1990
RFC1490
IP Header Compression over PPP
Definition of the Differentiated Services Field (DS Field) in the IPv4 and IPv6
Headers
The PPP Multilink Protocol (MP)
Multi protocol Interconnect over Frame Relay
RFC2686
The Multi-Class Extension to Multi-Link PPP
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Glossary
A
ANI: Automatic Number Identification (ANI). See CLIP
Assisted Transfer: A call transferred from voicemail, which if it returns again to voicemail, will return to
the previous position.
B
BACP: Bandwidth Allocation Control Protocol (BACP) is a protocol specification for PPP that allows
Multilink PPP routers to negotiate extra bandwidth dynamically over time. Using BACP, two routers can
dynamically connect extra "B" channels at times of higher load, then can drop the channels when they
are no longer needed. BACP is described in RFC2125.
BDC: Backup Domain Controller is a server in a network domain that keeps and uses a copy by a
computer without interrupting its current or primary task. For Windows NT Server domains, BDC refers to
a computer that receives a copy of the domain's security policy and domain database and authenticates
logons.
Blind Transfer: A call transferred from voicemail which, if it returns again to voicemail, will be treated as
a new call.
BOOTP: This protocol was invented when it was expensive to store software or configurations in small
hosts (and even more expensive to upgrade them) so when the host was switched on it would ask
(broadcast) on the LAN for its software. A machine with a disk would reply and send the software.
Typically the BOOTP Server would send a file to the host using Trivial File Transfer Protocol (TFTP).
The main unit uses BOOTP to obtain new versions of its operational software (which it stores in its flash
memory). The Manager program acts as the BOOTP server. The BOOTP server recognizes the main
unit by its MAC address, this is a hardware address built into the unit at manufacture. This information is
obtained from a BOOTP entry which must also include the unit's IP Address and name of the software
file to be sent. BOOTP entries are created automatically and stored in the PC's registry.
C
Callflow: A general term for a sequence of actions used to determine what facilities are offered to a
caller.
CAPI: Common Application Programming Interface.
CHAP: Challenge Handshake Authentication Protocol (CHAP). An authentication scheme used by PPP
servers to validate the identity of the originator of a connection, upon connection or any time later.
CLI: Calling Line ID. Information passed from the telephone network exchange to the IP Office. Also
called ICLID and CLID.
CLID: Calling Line ID. See CLI.
CLIP: Calling Line Identity Presentation. Displays the calling party's number to the called party.
Variations include withholding CLI and displaying alternative presentation numbers. ANI (automatic
Number Identification) is the USA equivalent.
CLIR: Calling Line Identification Restriction (CLIR) Inhibits the telephone number of the IP Office being
presented on an outbound call.
COLP: Connected Line Identity Presentation (COLP). Displays the connected party's number to the
calling party. Useful where the call has been diverted away from the originally dialed party.
COLR: Connected Line Identification Restriction (COLR) Inhibits the COLP service.
CSU: Channel Service Unit: Used to terminate an incoming digital trunk at the customer premises.
Incorporates features to allow trunk testing and checking, including loop-back functions.
CTI: Computer Telephony Integration, a technology that acts as an electronic bridge connecting
telephones or switches with computers. CTI controls or coordinates business processes and related
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applications through the exchange of commands and messages between computers and telephone
systems.
D
DDI(DID)/MSN: Direct Dial In (DDI/DID) and Multiple Subscriber Numbering (MSN) are telephone
company services that can be subscribed to. Call destinations can therefore be passed down the ISDN
line and the system can use this information to deliver the calls to their final destination, perhaps
individuals or departments.
DHCP: Dynamic Host Configuration Protocol, a standards-based protocol for dynamically allocating and
managing IP addresses. DHCP runs between individual computers and a DHCP server to allocate and
assign IP addresses to the computers and also limits the time computers can use the address. When
time expires on the use of the IP address, the computers contact the DHCP server again to obtain an
address.
DiffServ: DiffServ (RFC 2474) is a TCP/IP quality of Service mechanism used to ensure that IP packets
are prioritized according to their importance, for example prioritization of voice packets over data
packets. Prioritization is based upon the Type of Service (ToS) field in the IP header.
Digital Stations: Refers to Avaya terminals in the 24xx, 44xx, 54xx and 64xx series. Supported by DS
sockets on IP Office control units and Digit Station modules. Note: Not all terminals in the above ranges
are supported on IP Office.
Dn: Directory number.
DNIS: Dialed Number Identification Service (DNIS). Available in US markets. DNIS identifies to the
called party the dialed number. Can be used to identify the purpose of inbound calls.
Domain: The part of the computer network in which the data processing resources are under common
control.
DSS: Direct Station Select - A DSS key can be programmed with a number or feature code.
DSU: Data Service Unit: Normally incorporated within the CSU of digital trunk connections. The DSU
allows the trunk to be shared between data and voice services.
E
Embedded Voicemail: A voicemail system stored on a memory card inserted into the IP Office
telephone system's control unit.
ESP: Encapsulation Security Payload: A standard (RFC2406) that forms part of IPSec.
F
Frame Relay: Connections to private or public Frame Relay services, such as BT FrameStream, can be
made via the WAN port on the rear of main unit, or the WAN port of an associated WAN 3 module. Both
data and Voice over IP (requires the use of the Voice Compression Module) are supported across Frame
Relay.
G
G.711 A-Law 64K: A VoIP compression mode. Each voice call is converted from analog to digital (refer
to G.723) and uncompressed.
G.723.1 6K3 MP-MLQ: A VoIP compression mode. A real-time implementation of the ITU-T Multi-Pulse
Maximum Likelihood Quantization (MP-MLQ) 6.4 Kbps and Algebraic Codebook Excited Linear
Prediction (ACELP) 5.3 Kbps speech coding algorithms. The G.723.1 speech coder operates upon 30
ms frame of digitized, telephone bandwidth speech signals sampled at 8 kHz. The frames are divided
into four 7.5 milli-second sub frames of 60 samples each. Each frame of 240 input samples is converted
into 12 16-bit word of compressed data at the high rate or 10 16-bit words of compressed data at the low
rate. The Voice Activity Detection/Comfort Noise Generation (VAD/CNG) specified in Annex A to ITU-T
G.723.1 is fully implemented,and may be used to further reduce the average bit rate.
G.726 ADPCM 16K/32K: A VoIP compression mode. Each voice call is compressed using the standard
ADPCM compression technique (refer to G.732). This algorithm uses 16,000 or 32,000 bits per second.
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Glossary
G.729(a) 8K CS-ACELP: A VoIP compression mode. A fully compliant, real-time implementation of the
ITU-T fixed-point conjugate-structure, algebraic code-excited linear prediction (CS-ACELP) speech
coding algorithm. The CS-ACELP operates at 8Kkbps. The coder processes 10 millisecond frames of
speech sampled at an 8 kHz rate, which together with a 5 millisecond look-ahead results in a total
algorithmic delay of 15 milliseconds. For each frame of 80 samples of 16-bit linear PCM data, the coder
outputs five 16-bit words. Applications using the G.729 vocoder include digital telephony, satellite and
wireless communications.
Gatekeeper: An H.323 entity that provides address translation, controls access, and sometimes
bandwidth management to the LAN for H.323 terminals, Gateways, and Multipoint Control Units. IP
Office units can register themselves with multiple external H.323 gatekeepers.
GUI: Graphical User Interface.
H
H.323 VoIP: Allows voice and data traffic to be networked between systems. Connections between
platforms across the WAN, at speeds up to 2.048Mbps (in conjunction with the Voice Compression
Module), or across the LAN at 10 or 100 Mbps. Multiple WAN links maybe supported utilizing the
optional WAN3 modules. Also allows telephone calls to be made from PCs running Microsoft's
NetMeeting when fitted with a sound card, speakers and microphone. Calls can be made between PCs
or to standard analog or digital telephones. Please note that at this point in time, we do not consider
NetMeeting to offer a Toll Quality voice service. The addition of the IP Telephony Extensions to the
H.323 Gateway protocol allows physical H.323compliant IP "Hardphones" and PC based, IP "Softphone"
applications to make and receive phone calls.
H.450: VoIP Supplementary Services H.450 provides extended features within H.323 based VoIP
networks similar in concept to QSig within ISDN.
HTML: Hyper Text Markup Language, the authoring language used to create hypertext documents for
the World Wide Web.
HTTP: Hyper Text Transfer Protocol, the application protocol for moving hypertext files across the
Internet. The protocol requires an HTTP client program on one end of a connection and an HTTP server
program on the other.
I
iChat: iChat is a service that forwards chat requests to the chat queues. iContact converts the PC to an
all-in-one communications and data tool by allowing enterprise knowledge workers to prioritize and
manage all interactions from one interface. An agent can see queued Telephone calls, Emails, Web
calls, chats, and can communicate with group members from one centralized view.
ICLID: Incoming Caller ID. See CLI.
iEmail: iEmail is a service that is responsible for forwarding incoming E-mail messages to the E-mail
queue or to the agent. iEmail also forwards web callback requests to the web callback queue.
IKE: Internet Key Exchange: A standard (RFC2409) that forms part of IPSec operation.
IMAP: Internet Mail Access Protocol: An essential Internet protocol for E-mail communication. IMAP4,
which is both a client and server protocol, can enable voice and fax message access and storage
through a PC interface. IMAP4 also complements SMTP for retrieval/access of messages.
IP: The Internet Protocol (IP) is the method or protocol by which data is sent from one computer to
another on the Internet. Each computer (known as a host) on the Internet has at least one IP address
that uniquely identifies it from all other computers on the Internet. When you send or receive data (for
example, an email note or a Webpage), the message gets divided into little chunks called packets. Each
of these packets contains both the sender's Internet address and the receiver's address. Any packet is
sent first to a gateway computer that understands a small part of the Internet. The gateway computer (or
router) reads the destination address and forwards the packet to an adjacent gateway that in turn reads
the destination address and so forth across the Internet until one gateway recognizes the packet as
belonging to a computer within its immediate neighborhood or domain. That gateway then forwards the
packet directly to the computer whose address is specified. Because a message is divided into a number
of packets, each packet can, if necessary, be sent by a different route across the Internet. Packets can
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arrive in a different order than the order they were sent in. The Internet Protocol just delivers them. It's up
to another protocol, typically TCP, to put them back in the right order. IP is a connectionless protocol,
which means that there is no established connection between the end points that are communicating.
Each packet that travels through the Internet is treated as an independent unit of data without any
relation to any other unit of data. (The reason the packets do get put in the right order is because of
TCP, the connection-oriented protocol that keeps track of the packet sequence in a message.) In the
Open Systems Interconnection (OSI) communication model, IP is in layer 3, the Networking Layer.
iPhone: iPhone is a service that applies telephony rules.
IPSec: IP Security: A set of methods and standards (starting with RFC2401) for the secure
(authenticated and/or encrypted) routing of private network traffic across the Internet.
ISAKMP: Internet Security Association and Key Management Protocol: A standard (RFC2408) for the
bodies and processes that keys used by IPSec.
iServer: iServer consists of two parts. One is WT service, and the other is a combination of different
server components, that run on the Microsoft transaction server.
ISP: Internet Service Provider. A business that supplies Internet connectivity services to individuals,
businesses and other organizations.
L
L2TP: Layer Two Tunneling Protocol: A standard (RFC2661 and RFC3193) for the connections of
private network connections across the Internet.
LAN: Local Area Network.
LCP: In the Point-to-Point Protocol, the Link Control Protocol (LCP) establishes, configures and tests
data-link Internet connections. Before establishing communications over a point-to-point link, each end of
the PPP link must send out LCP packets. The LCP packet either accepts or rejects the identity of its
linked peer, agrees upon packet size limits, and looks for common mis-configuration errors. Basically,
the LCP packet checks the telephone line connection to see whether the connection is good enough to
sustain data transmission at the intended rate. Once the LCP packet accepts the link, traffic can be
transported on the network; if the LCP packet determines the link is not functioning properly, it
terminates the link. LCP packets are divided into three classes: 1. Link configuration packets used to
establish and configure a link. 2. Link termination packets used to terminate a link. 3. Link maintenance
packets used to manage and debug a link.
LDAP: Lightweight Directory Access Protocol, a protocol used to access a directory listing. LDAP
support is being implemented in Web-enabled and Email programs, which can query an LDAP-compliant
directory. LDAP has become the Internet standard for directory infrastructure and is expected to provide
a common method for searching Email addresses on the Internet.
M
MAC address: The address of a device identified at the media access control (MAC) layer of the
network architecture.
MAPI: Messaging Application Programming Interface - Part of Microsoft's Window's Open Service
Architecture (WOSA). Allows programs and devices to send emails via email clients if those clients
support MAPI.
ML-PPP: Multilink PPP (ML-PPP) is a standard, based on the original PPP standard, that allows a router
to open a number of different connections to a remote router. ML-PPP defines a way to divide up the
data and send it down multiple paths in such a way that the remote router can put the pieces back in the
original order on reception. The main justification for ML-PPP is bandwidth allocation (sometimes known
as Bundling or Bonding). The application only sees one "logical link" giving a bandwidth of
(say)256Kbps, even though there are actually four "B" channels connected between the two sites. This is
achieved by adding an additional data header on each packet sent. For example, if a router has an ISDN
BRI interface, it could transfer data at 64Kbps on one "B" channel, but then in times of higher load could
connect extra "B"channels and so have an aggregate rate of 128 Kbps and above. There is a new
standard for the PPP protocol called BAP (Bandwidth Allocation Protocol), which enhances the ML-PPP
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Glossary
specification by making sure that all vendors implement the same rules for when extra channels are
connected, and when they are disconnected.
N
NAT: Network Address Translation is a mechanism that allows you to hide internal IP addresses from
external networks. You may have an established network using your own numbering scheme, and would
like to access the Internet. There are many cost effective Internet Service Providers (ISP) but they want
you to use a different IP address. By using NAT between your machine and their network everyone is
satisfied, without any need to renumber your network. An additional benefit is that all your machines can
use the NAT facility and access the Internet via the one address. NAT is the translation of an IP address
within one network to a different IP address known within another network. One network is designated
the inside network and the other is the outside. Typically, a company maps its local inside network
addresses to one (or more) global outside IP address and unmaps the global IP address on incoming
packets back into local IP addresses. This helps ensure security since each outgoing or incoming
request must go through a translation process that also offers the opportunity to qualify or authenticate
the request or match it to a previous request. NAT also conserves on the number of global IP addresses
that a company needs and it lets the company use a single IP address in its communication with the
world.
NU: Number Unobtainable.
P
PAP: Password Authentication Password is a method for verifying the identity of a user attempting to log
on to a PPP server. PAP is used if the password is to be sent without encryption.
PDC: Primary Domain Controller. For a Windows NT Server domain, the computer that authenticates
domain logons and maintains the security policy and the master database for a domain.
PDF: Portable Document Format. The file format used for Adobe Acrobat files.
PPP: Point-to-Point Protocol. This is a Protocol for communication between two computers using a
Serial interface, typically a personal computer connected by phone line to a server. For example, your
Internet service provider may provide you with a PPP connection so that the provider's server can
respond to your requests, pass them on to the Internet, and forward your requested Internet responses
back to you. PPP uses the Internet protocol (IP), and is designed to handle others). It is sometimes
considered a member of the TCP/IP suite of protocols. Relative to the Open Systems Interconnection
(OSI) reference model, PPP provides layer 2 (data-link layer) service. Essentially, it packages your
computer's TCP/IP packets and forwards them to the server where they can actually be put on the
Internet. PPP is a Full Duplex protocol that can be used on various physical media, including twisted pair
or fiber optic lines or satellite transmission. It uses a variation of High Speed Data Link Control (HDLC)
for packet encapsulation. PPP is usually preferred over the earlier de facto standard Serial Line Internet
Protocol (SLIP) because it can handle Synchronous as well as Asynchronous communication. PPP can
share a line with other users and it has error detection that SLIP lacks. Where a choice is possible, PPP
is preferred.
PPTP: Point-to-Point Tunneling Protocol. This is a Protocol (set of communication rules) that allows
corporations to extend their own corporate network through private "tunnels" over the public Internet.
Effectively, a corporation uses a wide-area network as a single large local area network. A company no
longer needs to lease its own lines for wide-area communication but can securely use the public
networks. This kind of interconnection is known as a virtual private network (VPN).
Presumed User: Some actions presume who the user associated with a call is from factors such as the
original target extension or mailbox of the call. This allows those action to be used in modules without
having to specify the mailbox on which they should act.
Proactive List Manager: The Proactive List Manager module facilitates the importing and assignment of
outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage
outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to
campaigns and run the campaigns.
R
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Reporting: The browser-based Reporting module provides complete enterprise management reporting
through textual and graphical reports. These reports provide enterprise managers with a record of every
step in the customer interaction process, and allow them to view and analyze how effectively interactions
are being handled and how resources are being deployed. The reports can also provide a better
understanding of how their operation and performance affects your networks, resources and people.
Resource Manager: The Resource Manager administration module consists of components that enable
you to add queues, define interaction results, and assign human resources to all from a single, unified
console. Resource Manager has a user-friendly Microsoft Explorer look and feel interface.
RSVP: RSVP (Resource Reservation Protocol) is a protocol that allows channels or paths on the
Internet to be reserved for the multicast (one source to many receivers) transmission of video and other
high-bandwidth messages. RSVP is part of the Internet Integrated Service (IIS) model, which ensures:
best-effort service, real-time service, and controlled link-sharing. The basic routing philosophy on the
Internet is "best-effort," which serves most users well enough but isn't adequate for the continuous
stream transmission required for video and audio programs over the Internet. With RSVP, people who
want to receive a particular Internet "program" (think of a television program broadcast over the Internet)
can reserve bandwidth through the Internet in advance of the program and be able to receive it at a
higher data rate and in a more dependable data flow than usual. When the program starts, it will be
multicast to those specific users who have reserved routing priority in advance. RSVP also supports
unicast (one source to one destination) and multi-source to one destination transmissions.
S
SNMP: Simple Network Management Protocol: A method of communication between a network
monitoring agent and a network management application to provide information regarding its operational
status.
SQL: Structured Query Language is a database language used for creating, maintaining and viewing
database data.
Standard Voicemail: Also called Voicemail Lite. Provides basic voicemail operation for the telephone
system. The Voicemail Pro Server contains all the same functions as Voicemail Lite.
T
TAPI: Telephony Application Program Interface.
TCP: Transmission Control Protocol (TCP) is a method protocol used along with the Internet Protocol
(IP) to send data in the form of message units between computers over the Internet. While IP takes care
of handling the actual delivery of the data, TCP takes care of keeping track of the individual units of data
(called packets) that a message is divided into for efficient routing through the Internet. For example,
when an HTML file is sent to you from a Web server, the Transmission Control Protocol (TCP) program
layer in that server divides the file into one or more packets, numbers the packets, and then forwards
them individually to the IP program layer. Although each packet has the same destination IP address, it
may get routed differently through the network. At the other end (the client program in your computer),
TCP reassembles the individual packets and waits until they have arrived to forward them to you as a
single file. TCP is known as a connection-oriented protocol, which means that a connection is
established and maintained until such time as the message or messages to be exchanged by the
application programs at each end have been exchanged. TCP is responsible for ensuring that a
message is divided into the packets that IP manages and for reassembling the packets back into the
complete message at the other end. In the Open Systems Interconnection (OSI) communication model,
TCP is in layer 4, the Transport Layer.
TCP/IP: Transmission Control Protocol/Internet Protocol is a networking protocol that provides
communication across interconnected networks, between computers with diverse hardware architecture
and various operating systems.
TFTP: Trivial File Transfer Protocol: A standard protocol (RFC1350) used to send and receive files.
Used by IP Office applications and devices to exchange information.
Trusted Location: This is a location from which the System will allow data access, e.g. a user dialing in
from home, or access to Voicemail without a Voicemail Code e.g. a user collecting his Voicemail
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 278
4th May 2005 - Issue 12t
Glossary
messages from a mobile, or the location the Voicemail Server will call to inform the user of a new
message.
U
UDP: User Datagram Protocol is a protocol that can be used as an alternative to TCP for IP packet
transfer. UDP differs from TCP in that it does not open connections before it sends data and does not
number or sequence its datagrams (packets) in any way. Packets can therefore arrive out of sequence,
get lost, get duplicated and succesful packets are not acknowledged. UDP is used for those applications
where the rapid real-time send of packets is required without the administrative burden of TCP, for
example VoIP.
URL: Universal Resource Locator is an address that can lead you to a file on any computer connected to
the Internet.
V
V.110/V.120: V.110 and V.120 are ITU Protocol standards which support the transport of an
RS232(V.24/V.28) interface and asynchronous characters across a link. Thus simple terminals of
between 50bps to 19.2Kbps can be connected to the TA RS232/V.24 port and communicate over a 'B'
channel. V.120 offers enhancements over V.110 in that it uses a LAPD-like protocol on the "B" channel
so it is possible to support a number of multiplexed low-speed devices over one channel i.e. V.120
makes better use of the bandwidth.
Voice Compression Module: Support for the optional Voice Compression Module allows voice calls to
be networked between Systems when WAN links are used. Five compression algorithms are supported
from 64kbp to 6.3kbps, while the Voice Compression Module also provides echo cancellation where
voice calls between systems are then broken out on to the public network. Support is provided for the 5,
10 and 20 channel variants of the Voice Compression Module.
VoIP: Voice over Internet Protocol (VoIP). The technology used to transmit voice conversations over a
data network using the Internet Protocol.
VPIM: Voice Profile for Internet Messaging. Allows different voice messaging systems to exchange
voicemail over the internet.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 279
4th May 2005 - Issue 12t
Index
0
0.4km 267
0.5km 267
0.5mm Ø 267
0.7km 267
1
1.10t 122
1.2Kg/2.6lbs 267
1.5A 267
1.875A 267
1.8A 267
10/100BaseT 115
10/100Base-T 115
10/100BaseTX
Ethernet 115
100
provide 103
1000BaseX
Supervisor 115
1000W 115
100-240Vac 267
100M 143
100Mbps 115
10k 258
10M 143
10U 115
11.01t 122
11.21T 122
11.40t 122
115 VA
input 267
115 VA 267
1151A1/A2 DC 115
1151B 115
1151B1 74, 115
1151B2 115
115W 267
11Mbps 122
12
matching 70,
114
128Kbps Link 259
13K 258
16kbps G.726 188
16VC 167
180 Display
Telephones
requiring 250
180 Display
Telephones 250
19-inch 115
1Gb 163
1km 267
1MB 165
1Mbps 122
1Mbps Link 259
1st 179
1U 115
1W
4620 115
1W 115
2
2.5A 267
2.5mm 85
2.5mm DC 267
2.6Kg/5.8lbs 267
2.8GHz 207
2.8Kg/6.3lbs 267
2.9Kg/6.5lbs 267
2012D AC 115
2048Kbps 139
20DS 12
IP Office 3.0
Product Description
20DT DECT
Cordless Handset
45
20-watt 115
21-party 199
235mm/9.3 267
24 button 70, 114
2402
support 47
2402D 47
2402D Terminal 47
2410D 48
2410D Terminal 48
245mm/9.7 267
24-character 47,
64
24Vdc
Rating 267
24Vdc 267
24xx
line 12
24xx 12, 32, 99,
100
24xx/44xx/46xx/54
xx/56xx/64xx 155
255mm/10.0 267
256K 144
256Kbps Link 259
2A 267
2-line 47, 52, 64,
86
2M
including 143
2M 143
2Mbps Link 259
2nd 179
2-port 200
2-stage 99
2T+4A 21
2-wire 267
2x64 199
3
3.0Kg/6.7lbs 267
3.1Kg/6.94lbs 267
3.5Kg/7.8lbs 267
3.5mm Audio
connect 98
3.5mm Audio 98
300m 79
300W 115
3214C 224
329A 115
353A 115
360Ú
present 218
3810
Support 13
3a 115
3-party 94
3rd 144, 179
3rd Party TAPI
Support 233
3-way 94
3-wire earthed 267
4
4.01-S2 122
40°C 267
400Mhz 163
40W 267
40W PSU 267
4120C 224
4406D 267
4406D Terminal 45
4412D 267
4412D Terminal 45
4424D 267
4424D Terminal 45
445mm/17.5 267
44xx 32, 99, 100
45W 267
45W PSU 267
4601
except 99, 100,
115
4602SW 58, 105,
115
4602SW IP
Hardphone 58, 105
4602SW IP
Terminals 115
4606Gen2 115
4610SW 60, 107,
115
4610SW IP
Hardphone 60, 107
4612Gen2 115
4620
1W 115
4620SW 74, 115
4624 Gen2 115
4630SW 115
46xx 12, 99, 100
47-63 Hz 115
4800 Turbo DS 122
48Mpps 115
48V 115
48V DC 115
48-volt DC 115
48-volt Direct
Current 115
4-grayscale 60, 69,
107, 113
4-line 83
4T+4A+8DS 21
4T+8A 21
4th 179
5
50/60Hz 267
50m
60m 79
50m 79
50Mb 155
512K 143
512Kbps Link 259
512MB RAM 207
5340-IKT 224
5340-IW1 224
54xx 12, 32, 99,
100
5601
except 99, 100
5602SW 68, 112,
115
5602SW Class 115
5602SW IP
Hardphone 45
5610 Class 115
5620 Class 115
5620SW 74
56xx 99, 100
56xx IP 12
6
60m
50m 79
60m 79
60mW 86
60W 267
60W PSU 267
62mm/3 267
64
number 94
6408D Terminal 45
6416D Terminal 45
6424D Terminal 45
64Gbps 115
64K 129, 143, 144,
258, 259
64Kbps Link 259
64MB RAM 155,
163
64-party 94, 199
64xx 99, 100
64xx Series 32
6K3 259
7
7.4a 122
71mm/2.8 267
75
center 209
76mm/3.0 267
8
802 DS 11 122
802.11b
Supports 122
802.11b 122
802.11b Wi-Fi 122
802.1p/B 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
80MB 207
81-115VA 267
8K 259
8MBs 188
9
90 IP softphones
250
9N 167
9-pin DTE 12
A
AA 167
Absent Text 92
Absent Text
Message 136
AC 84, 86, 115
Access Point 21,
122
Accessing
IP VPN 134
Office LAN 32
Web Scheduler
202
Accessing 32, 134,
202
Account 150, 152
Account Activity
218
Account Code
Costing Log
Outgoing 218
Account Code
Costing Log 218
Account Code Log
Outgoing 218
Account Code Log
218
Account Code
Recording 187
©Copyright 2005 Avaya Inc. All rights reserved.
Account Codes 152
Account Codes 97
Account Service
Report 218
ACM 13
Acquire Call 93
ACR 137
ACT 152, 154, 155
Adaptive
Differential Pulse
Code Modulation
86
Add/Update
Conference
Participants 202
Adding
Conferencing
Center 202
Adding 13, 202
Additional
Information 31
Additionally Music
On Hold 202
Address
Domain Name
Service 143
Address 143
Adjustable Desk
Stand 47, 48, 64,
65, 66
ADPCM 86
ADSL 21
Advanced Call Flow
225
Advanced
Developer 218
Agent Activity 218
Agent Activity
Trace 218
Agent Callback
Request 218
Agent Group 218
Agent Group Busy
Status 218
Agent Group
Graphical Summary
218
Agent Group
Member Call
Duration Report
218
Agent Group
Member Duration
218
Agent Group
Tabular 218
Agent Group
Tabular Summary
218
Agent Individual
218
Agent login 233
Agent logout 233
Agent Mode 152,
154
Agent Tabular 218
Agents 218, 224
Aid Compatible
Hearing 58, 60,
65, 66, 67, 68,
69, 70, 105,
107, 111, 112,
113, 114
Page 281
4th May 2005 - Issue 12t
IP Office Product Description
Aid Compatible 58,
60, 65, 66, 67, 68,
69, 70, 105, 107,
111, 112, 113, 114
Air-I/O 802FH UAP
122
Aironet 1200 122
Aironet 340 122
Aironet 350 122
Aironet 3500 122
Aironet 4500 122
Airtime 83, 86
Alarm Reporter 216
Algorithmic Delay
258, 259
All Avaya 45
All Calls 218
All CE/UL/Dentori
Safety Approved
267
All DRMs 83
All G11 167
All IP Office 21, 31,
139, 165
All Media 218
All Other Units 267
Allocates
IP addressto
260
Allocates 260
Allows
Auto-Attendant
225
automatic/man
ual 187
Sub-addressing
129
Allows 129, 187,
225
Alternate Call
Routing 137
Alternating Current
115
Alternatively
voicemails 168
Alternatively, IP
Office ContactStore
188
Alvarion 122
Alvarion BreezeNET
Pro 11 Series 122
Analog 21, 32,
100, 250
Analog 16 Module
267
Analog Extensions
21
Analog
Telephones/POTS
45
Analog Trunks
mix 21
Analog Trunks 21
Analog, BRI 32
Analogue Trunk
Restriction 199
And/or
calls 187
incoming 187
And/or 11, 13,
165, 186, 187, 188
Anda DHCP 260
ANI 98, 154, 188,
230
Announcements
Queuing 216
IP Office 3.0
Product Description
Announcements
216
Announcements
Within
Queuing 225
Announcements
Within 225
Answer 150, 157
Answered Calls 224
Anti-Tromboning
136
Any-layer SMON
115
AP 2000 122
AP-1 122
AP-2 122
AP-3 122
APAC 45
API 227
Appearance button
97
Appearance/featur
e 47, 48, 58, 60,
64, 65, 66, 69, 70,
74, 105, 107, 113,
114
Appendix
refer 11
Appendix 11
Applicable 224,
227
ARP
receiving 146
ARP 146
Assigning
Group
Members 222
Assigning 222
Audio 103
Audio conferencing
197
Audio waveform
188
Audiotex 225
Auto Attendant
165, 167
Auto Call Back 96
Auto Connect 146
Auto Connect Time
Profile 146
Auto-Attendant
allows 225
Auto-Attendant 89,
225
Auto-Attendant
Operation 225
Automated
Attendant 225
Automatic Call
Distribution 97
Automatic Number
Identification 230
Automatic Number
Identifier 98
Automatic/manual
allow 187
Automatic/manual
187
Auto-negotiation
58, 60, 68, 69, 70,
105, 107, 112,
113, 114
Avaya 11, 45, 47,
64, 65, 66, 103,
115, 121, 122,
134, 165, 209,
218, 224, 227,
235, 247, 260
Avaya 1151B1 115
Avaya 1151B1
Individual Power
Supply 115
Avaya 1151B2 115
Avaya 1151B2
Individual Power
Supply 115
Avaya 20 Series
Support 12
Avaya 20 Series 12
Avaya 3810 52, 78,
86
Avaya 3810 Voice
Terminal Attributes
86
Avaya 3810
Wireless Telephone
52, 86
Avaya 4620 115
Avaya 6412 Digital
250
Avaya C460 115
Avaya C460
Multilayer Modular
Switch 115
Avaya Cajun 259
Avaya Cajun LAN
258
Avaya Cajun
P333T-PWR Switch
115
Avaya
Communication
Manager
deploying 115
Avaya
Communication
Manager 47, 48,
115
Avaya
Convergence 115
Avaya Grey Color
57, 58, 60, 67, 68,
69, 104, 105, 107,
111, 112, 113
Avaya Integrated
Management 115
Avaya Internet
Protocol 115
Avaya Intuity Audix
180
Avaya IP
following 115
power 115
Avaya IP 115, 122
Avaya IP Office 11
Avaya IP Office
Family 11
Avaya IP Phone
Adapter 115
Avaya IP Phone
Power Adapter 115
Avaya IP
Telephone Power
Adapter
Cisco Catalyst
Test
Configurations
115
Avaya IP
Telephone Power
Adapter 115
Avaya IP
Telephones 115
Avaya IP Wireless
Solution 122
Avaya IP Wireless
Telephone Solution
122
Avaya IP Wireless
Telephones 122
Avaya Mid-Span
Power Distribution
Units 115
Avaya P130 103
Avaya
Representative 11
Avaya Support 260
Avaya Voice
Priority Processor
122
Avaya voicemail
180
Avaya's TransTalk
9040 83
AWG22 267
AWG24 267
AWG26 267
AWTS Open
Application
Interface 122
B
Back When Free 96
Backlit 85
Backup 115
BACP 145
Bandwidth
Allocation Control
Protocol 145
Bandwidth Do 258
Base Unit 52, 86
Base Unit Power
Supply Adapter 86
BaseT 69, 70, 113,
114
BaseT Ethernet 58,
105
BaseT Ethernet
Switched 60, 107
Basic Rate 100,
143
Basic SLT 57, 67,
104, 111
Battery Charging
86
Battery Low 52, 86
Belt Clip 86, 122
Belt/pocket 85
Benefits
CTI 230
Benefits 230
Benefits Do 258
Better Customer
Service
Delivering 230
Better Customer
Service 230
BLF
groups 157
BLF 157, 207
BLF Panel 157
Blind Transfer
called 93
Blind Transfer 93
Blue Pumpkin
Software 227
Both Voicemail Lite
165
Bothway 146
Bps 258
©Copyright 2005 Avaya Inc. All rights reserved.
BreezeNET Pro 11
Series 122
BRI 13, 21
Bridged
Appearances 12,
97
British Thermal
Units 267
Broadcast
IP 260
Broadcast 260
BTU/hr 267
BTU's
calculates 267
BTU's 267
Building Services
Support 78
Bump Call 144
Business 16, 250
Busy 152
Busy 94, 97
Busy Extension 101
Busy Lamp Field
92, 136, 150, 154,
207
Busy Lamp Field
Panel 157
Busy Not Available
Start 152
Busy Wrap Up
Select Group 152
Busy, DND 157
Busy/Engaged 179
Button
Programming 96
Bytes 258
C
C460 115
C460 1000w Power
Supply 115
C460 Multi-layer 48
115
C460 Switch PoE
115
C460’s 115
C460ML-PWR-CFG
115
Cable
DCP Terminals
115
Digital
Communication
s Protocol 115
Internet
Protocol
Terminals 115
IP Terminals
115
Cable 21, 115
Cable Modems 143
Cajun P333T-PWR
115
CALA 45
Calculates
BTU 267
Calculates 267
Call Appearance
97, 99, 100
Call Back 96
Call Back When
Free 136
Call Barring 98
Call Center View
216, 227
Call Coverage 98,
99, 100
Page 282
4th May 2005 - Issue 12t
Index
Call Coverage key
98
Call Details Panel
157
Call Duration 157
Call Flow Name
218
Call Forwarding 92
Call Handling 89
Call History 150
Call Hold 92, 136
Call Identifier 218
Call Intrude 92
Call Log 69, 70,
100, 113, 114
Call Monitor
Speaker 58, 68,
105, 112
Call Park 92, 150
Call Pickup 93
Call Pick-up 136
Call Queuing 165
Call Recording 165,
187, 188
Call Route
incoming 99
Call Route 99
Call Routing
Incoming 99
Call Routing 99
Call Status 157
Call Steal 93
Call Transfer 93,
136
Call Waiting
Ignore 93
Call Waiting 93
Call Waiting
Indication 82
Call, Line 12
Callback 145
Callback CP 145
Called Name 157
Called Number 157
Called/Calling
Name 136
Called/Calling
Number 136
Caller Display 95,
96, 98, 165
Caller ID 83, 85,
86, 152, 157
Caller ID/Name
Presentation 150
Caller Line
Identification
Presentation 98
Caller’s 152
Caller-Display
Analog Phones 100
Calling
and/or 187
Blind Transfer
93
Hunt Group
101
IP Office 129
Line
Identification
Presentation
129
Line
Identification
Restriction 129
Name 157
non-IP 250
IP Office 3.0
Product Description
non-IP
extension/line
32
Number 157,
259
Outgoing 100
PDU 115
Supervised
Transfer 93
voicemail 93
Calling 32, 93, 100,
101, 115, 129,
157, 187, 250, 259
Calling/Called Party
Identity 82
Calls By Target
Group
Incoming 218
Calls By Target
Group 218
Call—where 188
Campaign 218
Campaign Manager
186
Can Intrude 92
Cannot 92
Cannot Be Intrude
95
Capacity 85
Carrying
Clip 85
Carrying 85
CAT 115
Catalyst
provide 115
Catalyst 115
Catalyst 4000
Inline Power
10/100 BaseT 115
Catalyst 6000
Inline Power
10/100 BaseT
Switching Module
115
Category 115
CBC
IP Office 213
CBC 213, 227
CCC 216, 218, 224,
227
CCC Reporter 216,
218
CCC Reports 222
CCC System
Administrator
refer 224
CCC System
Administrator 224
CCC Version
Microsoft
CRM™
Reporting
Integration
New 218
CCC Version 218
CCM WB CC 224
CCM WB/22 224
CD 188
Centers
75 209
Centers 209
Central Office 32,
96, 129, 139
Centralized Intuity
Audix 165
Centralized Voice
Mail 136
Challenge
Handshake
Authentication
Protocol 145
Challenges
Home Office 11
Challenges 11
Changing
transmitreceive 85
Changing 13, 85
CHAP 145, 147,
148
Character 58, 68,
105, 112
Characteristics 115
Charge Indication
154
Charger Unit 52,
86
Charging
Stand 86
Stand Power
Supply Adapter
86
Charging 86
Checking 129
Circular 97
Cisco 115, 122
Cisco Aironet 350
122
Cisco Catalyst Test
Configurations
Avaya IP
Telephone
Power Adapter
115
Cisco Catalyst Test
Configurations 115
Cisco Switch 115
Cisco Systems 115
Class 115
Clear Call Waiting
93
CLI 154, 187, 188,
218, 230
CLI/ANI 89, 94, 97,
99, 150, 165, 225,
230
CLI/ANI
Presentation 82
Client Application
Deployment Tool
237
Client/server
part 213
Client/server 213
Client/server
application 216
Clip
Carrying 85
Clip 85, 98, 129
CLIP/ANI 98
CLIR 129
Closet/switch
wiring 115
Closet/switch 115
Code/PIN 167
Collaboration 150
Colleague’s 150
COLP
Inhibits 129
COLP 129
COLR 129
Comment
voicemail 168
Comment 168
Communications
31, 218
Compact Business
Center 209, 213
Compact Business
Center Example
213
Compact
Business/Contact
Center Modules
Summary 227
Compact Call
Center 216
Compact Contact
Center 213, 216,
218, 222
Compact Contact
Center Version 12,
218
Compact DECT 81
Compact DECT
Control Unit 79
Compact DECT CU
79
Companding 86
Compared
Service
Providersbased
conferencing
197
Compared 197
Compliance Matrix
122
Compression Codec
258
Computer
Integrated
Telephony 11
Computer
Telephony
Integration 230
Conference 52, 70,
86, 95, 114, 150,
157, 197, 199, 202
Conference Bridge
101
Conference Calling
94
Conference Center
Please 207
Conference Control
Display 154
Conference Held
Calls 157
Conference Room
157
Conference,
Transfer 47, 58,
60, 64, 68, 69,
105, 107, 112, 113
Conferencing
Center
adding 202
see 150
System
Requirements
207
Conferencing
Center 150, 154,
155, 202, 207
Conferencing
Center application
202, 207
Conferencing
Center Reporting
202
©Copyright 2005 Avaya Inc. All rights reserved.
Conferencing
Center Scheduler
202, 207
Conferencing
Center Server 207
Conferencing
Center toolbar 150
Conferencing
Center Web 202,
207
Conferencing
Center Web Client
launch 207
Conferencing
Center Web Client
202, 207
Conferencing
Center Web
Scheduler 202
Configurations
refer 45
Configurations 45,
247
Configuring
Least Cost
Route 99, 137
Configuring 99,
137
Conforms
Signaling 129
Conforms 129
Connected Line
Identification
Restriction 129
Connectionoriented 134
Connects
3.5mm Audio
98
DS 52
IP Office 16,
57, 58, 60, 67,
68, 69, 70,
104, 105, 107,
111, 112, 113,
114
IP Office DS
47, 48, 52, 64,
65, 66
IP Offices 136
Connects 16, 47,
48, 52, 57, 58, 60,
64, 65, 66, 67, 68,
69, 70, 98, 104,
105, 107, 111,
112, 113, 114, 136
Contact Activity
218
Contact Center
Queuing 225
Contact Center
Summary 218
Contact Centers
225
Contact
Management 152
Contactable 78
ContactStore
IP Office 187
ContactStore 187,
188
Control
voicemails 165
Control 165
Control Unit
Conference
Capabilities 199
Page 283
4th May 2005 - Issue 12t
IP Office Product Description
Converged Voice
Communications
Solution 14
Convergence 235
Conversationsover
257, 260
Cordless 82
Cost
Reducing 230
Cost 230
Covered User’s 98
CPE 144
CPU 188
CRC 129
Create’ 180
CRM 218
CRM application
Small 218
CRM application
218
Crystal
types 218
Crystal 218
Crystal Reports 12,
216, 218
Crystal Reports
Training 218
Crystal Reports™
uses 218
Crystal Reports™
218
Crystal Training
World-Wide
Source 218
Crystal Training
218
CSV 213, 218
CTI
Benefits 230
implementing
230
CTI 230, 233
CTI application 235
CTI Call Data
Tagging 13
CTI DECT license
Features
available
through 82
CTI DECT license
82
CTI interoperability
levels 230
CTI interoperability
230
CTI Link Lite 230
CTI Link Pro 230
CTI middleware
230
CU 79
Custom Reports
216, 218
Customer Contact
209
Customer Contact
Center 209
Customer Relations
Management 11
Customer Tracking
218
Customerreplaceable 85
Cyclic Redundancy
129
D
D3.78S6 3.83 122
IP Office 3.0
Product Description
Data 103
Data Call 99
Data Compression
145
Data Header
Compression 145
DBS 79
DC 115
DCP 115
DCP Terminals
Cable 115
DCP Terminals 115
DDI 129, 218
DDI Call Duration
218
DDI Distribution
218
DDI Response 218
DDI Routing 218
DDI Summary
Incoming 218
DDI Summary 218
DDI/DID 89, 99,
129, 150, 165, 230
DECT 78, 79, 82
DECT Base
Stations 79
DECT Comparison
81
DECT Control Unit
79, 81
Delivering
Better
Customer
Service 230
Delivering 230
Delta Server 213,
227
Deploying
Avaya
Communication
s Manager 115
IP Telephones
115
VoIP 135
Deploying 115, 135
Design
IP Telephony
103
Reports Using
Crystal Reports
218
Design 103, 218
Designer 218
Desk/wall 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Deskset 121
Desksets 121
Desktop 82
Desktop PC
Telephony Controls
150
Developer Edition
218
Development
Solutions 218
DHCP 143, 147,
260
DHCP Client 57,
58, 60, 67, 68, 69,
104, 105, 107,
111, 112, 113
DHCP Server 143
Dial Emergency 98
Dial In 101
Dial On Pickup 94
Dial Pad 157
Dialled
Voicemail Lite
168
Dialled 86, 168
DID/DDI 152
Differentiation 93
DiffServ
form 121
supporting 259
DiffServ 14, 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113,
121, 257, 259
Digit Cordless
Solutions 78
Digital 21, 94, 250
Digital Base
Module 86
Digital
Communications
Protocol
Cable 115
Digital
Communications
Protocol 115
Digital Enhanced
Cordless
Telecommunication
s 79
Digital Handsets 32
Digital Radio
Module 83
Digital Station 21,
32, 47, 48, 52, 64,
65, 66, 83, 86
Digital/IP 97, 100
Direct Dialing 89
Direct Dialing In
129, 150
Direct Sequence
122
Direct Station
Select 150
Direct Station
Select icon 150
Directory 94, 98
Directory Entry 94
Directory List 94
Directory Panel 157
Disable Call
Waiting 93
Display
PIN 100
Display 96, 100
Distinctive Ringing
94, 154
Distribute
voicemail 180
Distribute 180
Disturb 233
Diverted
voicemail 93
Diverted 93
DNIS 188
DNS 143, 145
Do Not Disturb 94,
150
Domain Name
Service
address 143
Domain Name
Service 143, 145
Dongle 21
Down 47, 64
Downloadable 48,
57, 58, 60, 65, 66,
67, 68, 69, 104,
105, 107, 111,
112, 113
DRM 83
Drop 47, 58, 60,
64, 68, 69, 70,
105, 107, 112,
113, 114
DS
connecting 52
DS 12, 32, 52, 122
DS 16 Module 267
DS 30 Module 267
DSS 60, 107
DTE 147
DTE Port 32
DTE Power 115
DTMF
sending 154
DTMF 99, 101,
137, 154, 186,
225, 233
Dual Charger 122
Dual PRI 12
Dual PRI T1 250
Duplex 10/100
BaseT Ethernet 68,
112
Duration Summary
Incoming 218
Duration Summary
218
DVD
use 188
write 188
DVD 188
Dynamic Host
Configuration
Protocol 260
E
E1 32, 129, 199
E1/T1 143
E301R 122
E4 115
E911 98
Each Voice Call
Require 258
Each Voice Call 258
E-business 258
Eg 267
Email
sends 188
Email 13, 122, 146,
165, 188, 202,
218, 222, 225
E-mail 222
Emails 168
Embedded
Voicemail 165, 167
EMEA 45
Enable/disable 92
Enabled/disabled
94
Enables
interconnection
134
IP Office 79
Enables 79, 134
End
Voicemail
application 165
End 165
English 60, 69, 70,
107, 113, 114
©Copyright 2005 Avaya Inc. All rights reserved.
Enhanced Intrusion
94
Enhanced SNMP 12
Ensures
lifespan 115
Ensures 115
Enter/leave 202
Enterasys 122
Enterprise-wide
222
Enters
PIN 100
Enters 100
Es 168
Ethernet
Power 115
Ethernet 58, 68,
69, 70, 103, 105,
112, 113, 114,
115, 139, 143,
155, 163, 257
Ethernet Switch
21, 139, 143
Ethernet WAN 21,
143
ETSI CTR4 129
ETSI Q.931 129
EU24
Support 12
EU24 12, 45, 70,
74, 114, 115
Eurofont 68, 112
Eurofont Display
58, 105
European 78
Even
PC 165
Even 165
Excel 213
Except
4601 99, 100,
115
5601 99, 100
Except 99, 100,
115
Exception 216
Exchanges/Central
Offices 96
Excluding
WAN3 36
Excluding 36
Executive Wireless
45
Existing
IP 115
P333T 115
Existing 115
Exit’ 60, 107
Expansion Modules
32, 267
Ext O/P 32
Extended Callback
Control Protocol
145
Extended CBCP
145
Extended Personal
Greetings 179
Extension List 101
Extension’s
voicemail 187
Extensions 93
External - The 179
External Calls 94
External Control 98
External Control
Port 98
Page 284
4th May 2005 - Issue 12t
Index
External DDI/DID
97
External Directories
82
External Expansion
Modules 36
External
Transferred
Account Code 218
F
Factory Build
Options 45, 247
Failure/theft/destru
ction 188
Fall Back 99
FE 115
FE PoE 115
Feature Key 47, 64
Feature Summary
165
Features 47, 64
Features available
through
CTI DECT
license 82
Features available
through 82
FH 122
FH/DS 122
Field Verification
122
File Transfer
Protocol
including 146
File Transfer
Protocol 146
Firewall 12, 143,
146
Firewalls 146, 147
Fixed Feature Keys
47, 58, 60, 64, 68,
69, 70, 105, 107,
112, 113, 114
Flash Memory 167
Flow Control 58,
60, 68, 69, 70,
105, 107, 112,
113, 114
Follow Me 95
Follow Me Here 95
Follow Me To 95
Following
Avaya IP 115
Following 115
Force login 265
Form
DiffServ 121
Form 121
Forward All Calls
233
Forward on Busy
233
Forward on No
Answer 233
Forwarding 95, 157
FRAD 134
Frame Relay
framed 134
Frame Relay 129,
133, 134, 139, 144
Frame Relay
Assembler
Disassembler 134
Frame Relay's
PVCs 134
Framed
IP Office 3.0
Product Description
Frame Relay
134
Framed 134
Free
ISDN 96
Free 96
French 60, 69, 70,
107, 113, 114
Frequency Hopping
122
Front Panel 32
FTP 146
Fully Global 47, 48,
64, 65, 66
FW 115
G
G.711 57, 58, 60,
67, 68, 69, 104,
105, 107, 111,
112, 113, 258, 259
G.723.1 258, 259
G.726 16kbps
ADPCM 188
G.729a 258, 259
G.729a/B Voice
CODECs 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
GAP 79
Gatekeepers 103
Gatewayed 14,
103, 250
GBIC 115
GE 115
GEN 115
General 267
Generic Access
Profile
supports 79
Generic Access
Profile 79
Germany 154
Get Down My Link
259
Get From Using IP
Office To Provide
My Wide 258
Gigabit Ethernet
115
GoldMine 152
Goldmine 6.0 155
Governing
Power 115
Governing 115
Graphical - All
Media 218
Greece 154
GREEN LED 115
Greetings &
Mailbox Navigation
167
Group Broadcast
Messages 180
Group Members
assigning 222
Group Members
222
Group Paging 98
Group/Agent 227
Groups
BLF 157
Groups 157
Gsp 115
Guest Phones 78
GUI 115, 121
H
H.323
support 103
H.323 103, 136,
260
H.323 Architecture
103
H.450 135
H323 136
Handset 52, 86
Handset Dial By
Name 95
Handset Liquid
Crystal Display 52,
86
Handsfree Pouch
122
Hard Disk
Dependant 227
Head Office 94
Headset 70, 114
Headset Option 85
Headset/microphon
e
include 121
Headset/microphon
e 103, 121
Healthcare 78
Hearing
Aid Compatible
58, 60, 65, 66,
67, 68, 69, 70,
105, 107, 111,
112, 113, 114
Hearing 58, 60, 65,
66, 67, 68, 69, 70,
105, 107, 111,
112, 113, 114
Hearing Aid
Compatible 47, 64
Heat Dissipation
267
Held Calls Panel
157
Held Panel 157
Helpdesk 230
Historical Reporting
216, 218
Hold 47, 52, 58,
60, 64, 68, 69, 70,
86, 92, 105, 107,
112, 113, 114, 150
Hold Call Waiting
95
Hold Music 98
Holster Option 85
Home Office
challenges 11
Home Office 11
Hospitality 78
Hot Desking 99
Hot Transfer
perform 95
Hot Transfer 95
Hotline 94
Hours 100
However, IP Office
82
HTTP 146
Hunt 93
Hunt Group
calls 101
receiving 94
Hunt Group 92, 93,
94, 95, 97, 100,
101, 157, 225
Hunt Group
Broadcast 12
Hunt Group
Recording 187
HW 115, 227
Hz 115
I
I/O 115
IChat 222
ICLID/CLI 187
ICLID/CLI
Recording 187
IContact 222
ID 152, 202
Idle 97
IDs 13
Ie 188, 267
IEC 60320 C13 267
IEC 60320 C7 267
IEEE 115
IEEE 802.3af 115
IEEE 802.3af-2003
meet 115
IEEE 802.3af-2003
115
IEEE Power 115
IEmail 222
Ignore
Call Waiting 93
Ignore 93
IIS 207
Illustrates
IP412 Office
250
IP412 Office
PRI 60 E1 250
Illustrates 250
IM
send 150
IM 150, 154, 222
Implementing
CTI 230
Voice 103
Implementing 103,
230
Important Notes
199
Inbound/outbound
154
Inbuilt 45 188
Inc 115
Including
2M 143
File Transfer
Protocol 146
headset/microp
hone 121
IP Office 157
PIN 100
PoE 115
Quality 115
SMON 115
Including 100, 115,
121, 143, 146, 157
Incoming
and/or 187
Call Route 99
Call Routing 99
Calls By Target
Group 218
DDI Summary
218
Duration
Summary 218
Pilot Summary
218
©Copyright 2005 Avaya Inc. All rights reserved.
Incoming 99, 152,
187, 218
Inconsistencies
230
Increasing
Productivity
230
Increasing 230
Indicating
Talk 52, 86
Indicating 52, 86
Individual/team
218
Industrial,
Scientific 83, 86
Information 157
Information
Protocol
Routing 148
Information
Protocol 148
Inhibits
COLP 129
Inhibits 129
Inline Power 115
Inline Power
Module 115
Inline Power
Support 115
Input
115 VA 267
Input 267
Instant Messages
150
Integral 10/100
Hub 143
Integral 10/100
Mbit Layer 143
Integral 8-port LAN
12
Integral CSU on T1
13
Integrated H.323
Gatekeeper 14
Integrated
Messaging Pro 165
Interaction Rules
222
Interaction Rules
Wizard 222
Interconnection
enables 134
Interconnection
134
Intermec 122
Internal 82, 97
Internal Calls 94
Internal Directory
136
Internal/External
179
Internet
surfing 32
Internet 32, 139,
146
Internet Access 11,
144
Internet Explorer
188, 202
Internet Explorer
6.0 207
Internet Protocol
257, 260
Internet Protocol
Terminals
Cable 115
Page 285
4th May 2005 - Issue 12t
IP Office Product Description
Internet Protocol
Terminals 115
Internet Service
Provider 146
Interoperability 79,
136
Inthis 260
Introduction
IP Office
Conferencing
Center 202
IP Office
Management
Utilities 237
IP Office
Terminals 45
IP Telephony
103
TransTalk 83
Introduction 45,
83, 103, 202, 237
Intruded 92
Intrusion Warning
Tone 99
Intuitive Voice Mail
Access 82
Intuity 152, 154,
179, 180
Intuity Emulation
165
Invited 157
IP
broadcast 260
existing 115
powering 115
support 115
types 103
IP 13, 14, 21, 32,
45, 94, 95, 98,
100, 103, 115,
122, 129, 133,
134, 136, 139,
143, 145, 146,
147, 150, 165,
199, 250, 257,
258, 259, 260, 267
IP 400 CCC
Wallboard 224
IP 4602 115
IP 4602SW 115
IP 4620 115
IP Address 143
IP Address
Assignment 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
IP addressto
allocates 260
IP addressto 260
IP application 260
IP Extensions 36,
103, 250
IP Hard Phone 103
IP Hardphone 45,
57, 67, 69, 70,
104, 111, 113, 114
IP hardphones 45,
103, 250
IP Header
Compression 145
IP Network 143,
148
IP Office
call 129
CBC 213
connecting 136
IP Office 3.0
Product Description
Connects 16,
57, 58, 60, 67,
68, 69, 70,
104, 105, 107,
111, 112, 113,
114
ContactStore
187
enables 79
Including 157
networking 134
number 129
support 216
IP Office 11, 12,
13, 14, 16, 21, 31,
45, 47, 48, 52, 57,
58, 60, 64, 65, 66,
67, 68, 69, 70, 78,
79, 82, 83, 86, 89,
94, 96, 97, 98, 99,
100, 101, 103,
104, 105, 107,
111, 112, 113,
114, 121, 122,
129, 133, 134,
135, 136, 139,
143, 144, 145,
146, 147, 148,
150, 152, 154,
155, 157, 163,
165, 167, 168,
187, 188, 197,
199, 200, 202,
207, 209, 213,
216, 224, 230,
235, 237, 257,
258, 259, 260,
265, 267
IP Office 2.0 265
IP Office 2.1 13
IP Office 3.0 12, 21
IP Office 3.0. 12,
13
IP Office CCC 227
IP Office Compact
Business Center
209
IP Office
Conferencing
Capacity 199
IP Office
Conferencing
Center
Introduction
202
IP Office
Conferencing
Center 12, 13, 202
IP Office Contact
Center/CRM
Solutions Overview
209
IP Office
ContactStore 188
IP Office Core 2.1
Software 13
IP Office Core 3.0
Software 12
IP Office CTI Link
use 230
IP Office CTI Link
230
IP Office Customer
Management 218
IP Office DECT 79
IP Office DS
Connects 47,
48, 52, 64, 65,
66
IP Office DS 47,
48, 52, 64, 65, 66,
74
IP Office
Interactive 60, 107
IP Office
Management
Software 12
IP Office
Management
Utilities
Introduction
237
IP Office
Management
Utilities 237
IP Office Manager
16, 179, 180, 227
IP Office Manager
application 187
IP Office Overview
31
IP Office Servers
31
IP Office Small
Office Edition 167
IP Office SMDR
213
IP Office softphone
250
IP Office Supports
148
IP Office Terminals
Introduction 45
IP Office Terminals
45
IP Office User 237
IP Office VoIP 260
IP Office Wizards
16
IP Office's
Directory 94
IP Office's LAN 134
IP Office's Onsite
Mobility Solution
78
IP Office's PC 98
IP Office's Phone
Manager
application 165
IP Office's Phone
Manager Pro 121
IP Office's WAN
134
IP PBX 103
IP Phones
Paging 13
support 103
IP Phones 13, 103
IP softphone 121,
154
IP Softphone Used
121
IP Telephone
Powering
Alternatives 115
IP Telephones
Deploying 115
Power Options
115
supporting 32
IP Telephones 32,
115, 122
IP Telephony
design 103
Introduction
103
IP Telephony 103,
115, 155
IP Terminals
Cable 115
IP Terminals 115
IP VPN
Access 134
IP VPN 133, 134
IP400 98
IP400 CBC RFA
213
IP400 iPhone
Manager Pro RFA
40 250
IP400 iPhone
Manager Pro RFA
50 250
IP400 Office 79
IP400 Office
Analog Trunk 16
250
IP400 Office Dual
PRI T1 250
IP400 Office PRI
E1 129
IP400 Office Voice
Compression
Module 30s 250
IP400 Phone
Manager Pro RFA
250
IP400 Voice
Compression
Module 30 250
IP401 94
IP403 12, 13, 31,
32, 36, 94, 139,
165, 199, 200,
259, 267
IP403 Control Unit
267
IP403 Office 31,
32, 143
IP406 139
IP406 Office 143
IP406 V1 31, 139,
199, 259
IP406 V1 Office 31
IP406 V1/V2 31,
36, 94, 165, 200,
267
IP406 V1/V2
Control Unit 267
IP406 V1/V2 Office
199
IP406 V2
voicemail 167
IP406 V2 12, 31,
139, 143, 165,
167, 199, 259
IP406 V2 60W
Power Supply Unit
267
IP406 V2 Office 31
IP406 V2 Only 143
IP406V2 165, 167
IP412 31, 36, 94,
165, 199, 200, 267
IP412 Control Unit
267
IP412 Office
illustrates 250
IP412 Office 31,
143, 199, 250, 259
©Copyright 2005 Avaya Inc. All rights reserved.
IP412 Office PRI
48 T1 250
IP412 Office PRI
60 E1
illustrates 250
IP412 Office PRI
60 E1 250
IP412 Only 143
IPHC 145
IPhone 222
IPO 400 CCC
Designer RFA 218
IPSec 13, 21
IP-telephony 115
Is The Maximum
Number Of
Simultaneous VoIP
Calls That IP Office
Supports 259
ISDN
freeing 96
ISDN 96, 199
ISDN MSN 99
ISDN Primary Rate
129
IServer 222
IService
Microsoft
Transaction
Server 222
IService 222
ISP
line 32
ISP 32, 144
IT 31, 218
IT Support 78
Italian 60, 69, 70,
107, 113, 114
J
J 267
J041 122
January 2003 218
Joined/left 202
Joule 267
K
KataKana 60, 69,
70, 107, 113, 114
Key System 97,
103
Kit List 250
KS-22911-L1/2 115
L
L2TP 13
L3 Switching
Engine II 115
Lamp 99, 100
Lamp Operation
99, 100
LAN 16, 36, 57, 58,
60, 67, 68, 69, 70,
79, 103, 104, 105,
107, 111, 112,
113, 114, 115,
121, 122, 133,
134, 139, 143,
147, 165, 200,
224, 227, 230,
258, 260
LAN Bandwidth
103
LAN/WAN Services
139
LAN1 143
LAN2 143
Lanyard 85, 122
Page 286
4th May 2005 - Issue 12t
Index
Laptop 121
Laptop’s soundcard
121
Launch
Conferencing
Center Web
Client 207
Launch 207
Layer 115, 139,
143, 148
LCD 52, 86, 99,
100
LCP 145
LCR 137
LCS 150, 154
LDAP 94
Learning
Tree
International
218
Learning 218
Leased Line
types 143
Leased Line 143,
144
Leased Line
Support 143
Least Cost Route
configuring 99,
137
Least Cost Route
99, 101, 137
Least Cost Routing
137
LED’s 115
LED's 13, 99, 100,
115
Legacy Cisco
Infrastructure 115
Levels
CTI
interoperability
230
Levels 230
Licence Key 167
License Keys
types 250
License Keys 250
Lifespan
ensures 115
Lifespan 115
Light Emitting
Diode 115
Lightweight
Directory Access
Protocol 94
Limit
VoIP 259
Limit 259
Line
24xx 12
ISP 32
Line 12, 32, 100
Line Appearance
99, 100
Line Identification
Presentation
Calling 129
Line Identification
Presentation 129
Line Identification
Restriction
Calling 129
Line Identification
Restriction 129
LineAddToConferen
ce 263
IP Office 3.0
Product Description
LineAnswer 263
Linear 97
LineBlindtransfer
263
LineClose 263
LineCompleteTrans
fer 263
LineConfigDialog
263
LineDeallocateCall
263
LineDevSpecific
233
LineDial 263
LineDrop 263
LineGetAddressCap
s 263
LineGetAddressID
263
LineGetAddressStat
us 263
LineGetAppPriority
263
LineGetCallInfo
263
LineGetCallStatus
263
LineGetDevCaps
263
LineGetID 263
LineGetLineDevStat
us 233
LineHandoff 263
LineHold 263
LineInitialiseEx 263
LineMakeCall 263
LineNegotiateTAPI
Version 263
LineOpen 263
LinePark 263
LineRedirect 263
LineRemoveFromC
onference 263
Lines/intercoms/fe
ature 85
LineSetAppPriority
263
LineSetAppSpecific
263
LineSetCallPrivilege
263
LineSetStatusMess
ages 263
LineSetupTransfer
263
LineShutdown 263
LineSwapHold 263
LineUnhold 263
LineUnpark 263
Link Control
Protocol 145
Listen 202
Listen-only 202
Listen-Only
Speaker 47
Lite 165
Local Area Network
segment 257
Local Area Network
139, 143, 200,
227, 257, 259
Local Exchange 96
Local Phone
Directory 154
Login 95, 157, 265
Longest Call
Waiting 224
Lost Call CLI 218
Lost Calls 224
LXE 122
M
M4648ML-T-2GPWR 115
M4648ML-T-PWR
115
Magix 86
Main 79
Main Menu Bar 157
Maintenance
Personnel 78
Make/Model 122
Managed Frame
Relay Network 134
Managed IP VPN
134
Management Tools
16
Manager
application 94, 227
Managers 78, 92
Many Simultaneous
Calls Can 259
Master Kit 224
Matching
12 70, 114
Matching 70, 114
Material Code 115
Maximizer 152, 154
Maximizer 7.5 155
Maximum Call
Length 100
Maximum
Participants 199
Maximum
Simultaneous Calls
165
MB RAM 121
Mbps LAN Hub 32
MCU 103
MDI 115
Medical 83, 86
Medium Enterprise
11, 218
Meet Me
conferencing 197
Meeting
IEEE 802.3af2003 115
Meeting 115
Meet-Me
Conference 95
Message Storage
Capacity 165
Message Waiting
52, 86
Message Waiting
Indicator 47, 57,
58, 60, 64, 67, 68,
69, 104, 105, 107,
111, 112, 113
Message’ 180
Messaging 47, 64
MHz 52, 86, 121
MHz ISM 83, 86
Microsoft
refer 207
Microsoft 207, 218
Microsoft
application 145
Microsoft Business
Solutions 235
Microsoft CRM 218,
235
Microsoft CRM
Sales Reports 218
Microsoft CRM
Service Reports
218
Microsoft CRM™
218, 235
Microsoft CRM™
Integration 216
Microsoft CRM™
Reporting
Integration New
CCC Version
218
Microsoft CRM™
Reporting
Integration New
218
Microsoft Exchange
165
Microsoft Explorer
222
Microsoft Internet
Information
Service 207
Microsoft Live
Communications
Server 150, 154
Microsoft
NetMeeting
Compatible 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Microsoft Point
Point
Compression
145
Microsoft Point 145
Microsoft
Transaction Server
iService 222
Microsoft
Transaction Server
222
Microsoft Windows
98/NT4/2000/XP
155, 163
Microsoft
Windows™ iiS 216
Microsoft's Callback
Control Protocol
145
Microsoft™ CRM
235
Microsoft™ CRM
Integration 235
Mid Span 115
Mid Span 12 Port
AC LAN Hub IP
Phones 115
Mid Span 12 Port
AC LAN Hub IP
Phones SNMP 115
Mid Span 24 Port
AC LAN Hub IP
Phones 115
Mid Span 24 Port
AC LAN Hub IP
Phones SNMP 115
Mid Span Power
115
Mid-Span
The Material
Codes 115
Mid-Span 115
Midspan power 103
©Copyright 2005 Avaya Inc. All rights reserved.
Mid-Span Power
115
Milli-seconds 258
Minimize Delay
Induced Echo In
My Network 257
Minimize Distortion
In My Network 258
Minimum Pentium
266Mhz 155
Minimum Pentium
II 163
Missed Calls 152
Mission-critical 115
Mix
Analog Trunks
21
Mix 21
ML-PPP 144
Mm/inches 267
MMM 222
Mobile Handset
Twinning 82
Mobile LAN Access
2100 122
Mobile/cell 150
Mobile/Cell Phone
92, 168
Mobile/cellular 93
Model WS-F6KMSFC2 115
Model WS-F6KPFC2 115
Model WS-F6KVPWR 115
Model WS-X4013
115
Model WS-X4148RJ45V 115
Model WS-X4232GB-RJ 115
Model WS-X4604GWY 115
Model WS-X6348RJ-45 115
Model WS-X6KSUP2-2GE 115
Modem 16
Modify’ 180
Modular Messaging
Voicemail 165
Module 267
Monitor Calls 95
Most Common
Destination
Outgoing 218
Most Common
Destination 218
Most Idle 97
Moves 13
MPS4610-AC 115
MS-CRM 12, 218
MS-CRM Reports
218
MSDE 188
MSP-1
replaces 115
MSP-1 115
MTS 222
Multilayer Switch
Feature 115
Multi-Line 97
Multi-Link Point-toPoint Protocol 144
Multi-Link PPP 144
MultiMedia Module
216, 222
Page 287
4th May 2005 - Issue 12t
IP Office Product Description
MultiMedia Module
Server Side
Components 222
MultiMedia Module
System
Administration 222
Multi-Media
Summary 218
Multiple Speed 152
Multiple Speed Dial
154
Multiple Time
Entries 101
Multipoint 103
Multipoint
Connection Units
103
Mute 47, 58, 60,
64, 68, 69, 105,
107, 112, 113
My Conference
Template’ 202
My Profile’ 202
N
N/A 227
Name
Calling 157
Name 157
Needing
Power 103
Needing 103
Negotiate 115
Nero 188
Nero DVD 188
Network
Assessment 260
Networked
Administrator 227
Networks
IP Office 134
Networks 134, 218
New Client
Application
Deployment tool
12
New Interface
Version 218
New Interface 218
New Internal
Modem Card 12
New IP406 V2
Enhanced Platform
12
New Optional 12
New Phones 12
Night Service 97,
99, 100
Night Service
Fallback 100
Night Service
Group 97
Nmp 115
NmpSW 6.1 115
NmpSW 7.5 115
Nominal Watts 267
Non-H.323 103
Non-IP
calling 250
Non-IP 250
Non-IP
extension/line
call 32
Non-IP
extension/line 32
North America 13,
45, 199
IP Office 3.0
Product Description
North American 78,
250
NOT 100
Not Disturb 94
Notes 157, 218
Number
64 94
Calling 157
Calls 259
IP Office 129
voicemail 265
Number 94, 129,
157, 259, 265
Number Memory
86
Nylon Pouch 122
O
OAI 122
Of Hours 179
Off Switch Call
Inhibit 100
Office LAN
accessing 32
Office LAN 32
Offline 150
Often helpdesks
230
Oldest 188
On Hold 96
On/off 152
Online 150, 202
Onlybe 260
Operator 99
Opportunity
Activity 218
Optional Internet
Explorer 6.0 155
Optional Microsoft
Outlook
98/2000/2003/XP
155
Organizational
Activities 78
Orinoco AP1000
122
Out
played 100
Service 97
Outdoor Box
Outdoor Box
DRM 83
Outdoor Box 83
Outdoor Box DRM
Outdoor Box
83
Outdoor Box DRM
83
Outgoing
Account Code
Costing Log
218
Account Code
Log 218
Calls 100
Most Common
Destination
218
Outgoing 100, 152,
218
Outlook 152
Outlook Wizard
222
Outlook, Goldmine
154
Overflow 186
Overflow Group 97
Overhead LAN 258
Overhead WAN
258
Overview
Wireless VoIP
122
Overview 122
Owned 188
P
P333T
existing 115
P333T 115
P333T-PWR 115
P802.3af 115
PABXs 79, 103
Packet 136
Packet Based Voice
Networking 133
Packetized 129,
133
Paging
IP Phones 13
Paging 13
PAP 147, 148
Park IDs 92
Park ID's 157
Park Slot Panel 157
Part
client/server
213
Voicemail Pro
186
Part 186, 213
Passwords
use 95
Passwords 95
PBXs 52, 79, 86,
103
PC
even 165
PC 21, 58, 60, 68,
69, 70, 79, 89,
103, 105, 107,
112, 113, 114,
115, 121, 143,
150, 152, 155,
157, 163, 165,
167, 188, 200,
202, 224, 227
PC application 94,
95
PC application
PhoneManager 180
PC Based 165
PC TAPI 98
PC Wallboard
starting 224
PC Wallboard 216,
224, 227
PC Wallboard
Example 224
PC-based 218
PC-less 12
PCMCIA 21
PCs 143, 145
PC's 267
PDF 218
PDQ 147
PDU
called 115
PDU 115
PECs 115
Pentium 207
Pentium 400 MHz
121
Perform
Hot Transfer
95
Perform 95
Permanent Virtual
Circuits
use 144
Permanent Virtual
Circuits 134, 144
Personal Assistant
92
Personal
Distribution Lists
152, 154, 180
Personal Fax
Numbers 101
Personal
Productivity 150
Personalization 152
Personalized Ring
Patterns 47, 48,
64, 65, 66
Phone 101, 115
Phone 16 Module
267
Phone 30 Module
267
Phone Manager 92,
93, 94, 95, 97, 98,
100, 150, 202, 207
Phone Manager
application
run 152
Phone Manager
application 92, 93,
94, 95, 152
Phone Manager
application and/or
168
Phone Manager
Conferencing
Center Integration
207
Phone Manager
Feature
Comparison 154
Phone Manager
Lite 150, 152, 154,
250
Phone Manager
Lite/Pro 155
Phone Manager PC
Softphone 103,
121, 155, 250
Phone Manager Pro
96, 121, 152, 154,
155
Phone Manager
System
Requirements 155
PhoneManager Pro
180
Phones Supported
115
Physical/logical 260
Pilot 218
Pilot Call Duration
218
Pilot Distribution
218
Pilot Response 218
Pilot Routing 218
Pilot Summary
Incoming 218
Pilot Summary 218
PIN
display 100
enter 100
©Copyright 2005 Avaya Inc. All rights reserved.
includes 100
prompted 165
PIN 13, 100, 165,
168, 200, 202
PIN Restricted
Calling 100
Play
Out 100
Queue 101
Play 100, 101
Play Advice
switching 187
Play Advice 187
POE 103
includes 115
POE 103, 115
Point Compression
Microsoft Point
145
Point Compression
145
Point-to-Point 139
Point-to-Point
Protocol
uses 139
Point-to-Point
Protocol 139, 144
Port AC LAN Hub
IP Phones 115
Port AC LAN Hub
IP Phones SNMP
115
Port voicemail 167
Post Connect 154
POT's 12, 21, 98,
267
Power
Avaya IP 115
Ethernet 115
governing 115
IP 115
need 103
Power 103, 115
Power Brick
Provided 115
Power
Consumption 115,
267
Power Module 115
Power Options
IP Telephones
115
Power Options 115
Power Supply 267
Power Supply Units
267
Powered Data Unit
115
Power-overethernet 267
PPP 139, 144, 148
Present
360Ú 218
Present 218
PRI 13, 32
Price Element
Codes 115
Primary Rate 100
Prioritization
voicepackets
259
Prioritization 257,
259
Priority 99
Private 180
Private Voice
Networks 129
Page 288
4th May 2005 - Issue 12t
Index
Pro 152
Proactive
Campaign Lists 222
Proactive
Campaigns 222
Proactive List
Manager 222
Proactive Report
218
Product
Documentation 86
Production 78
Productivity
Increasing 230
Productivity 230
Professional Edition
218
Professionalism
230
Profile 157
Prompted
PIN 165
Prompted 165
Protocol 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Provides
100 103
Catalyst 115
Provides 103, 115
Proxim 122
Proxy Address
Resolution Protocol
Support 146
Proxy Address
Resolution Protocol
146
PS1 Module 115
PSTN
types 100
PSTN 100, 260
PSU 115, 267
Public 129, 180
Public Network
VoIP across
135
Public Network 135
Public Switched
Telephone Network
260
PVCs 134, 144
Q
Q.931 135, 136
QMAX Systems
Limited 227
QoS
support 260
QoS 14, 115, 121,
122, 260
QoS Options 57,
58, 60, 67, 68, 69,
104, 105, 107,
111, 112, 113
QoS/CoS 260
QSig 136
Quad BRI 32
Quality
including 115
Service 122,
257
Quality 115, 122,
257
Quality Problems
Symptoms 257
IP Office 3.0
Product Description
Quality Problems
257
Queue
Announcements
165, 225
Queue Handling
225
Queue Panel 157
Queuing
Announcement
s 216
Announcement
s Within 225
played 101
Transferred
Call 101
Queuing 101, 154,
216, 225
Quick Charger 122
Quick-disconnect
85
R
R1.61 115
R1.72 115
R3.0 45, 97, 99,
100
Radio/handset 85
Radium 85
RAS 147
Rating
24Vdc 267
Rating 267
Real Time 216
Rear Panel 32
Reattempt 157
Receiving
ARP 146
Hunt Group 94
Receiving 94, 146
Rechargeable
Battery 86
RECLAIM 93
Recording Services
187
Recordings 188
Redial 47, 52, 58,
60, 64, 68, 69, 70,
86, 105, 107, 112,
113, 114, 150
Redial Button 86
Reducing
Costs 230
Reducing 230
Reducing/reducing
230
Refer
Appendix 11
CCC System
Administrator
224
Configurations
45
Microsoft 207
Voicemail Pro
200
Refer 11, 45, 200,
207, 224
Relay On/Off/Pulse
96
Release 2.1 98
Remote Access
Server 16, 147
Remote Control
224
Remote LAN
Access 11
Remote
Management 227
Repeater Base
Stations 79
Replaceable
Antenna 85
Replaces
MSP-1 115
Replaces 115
Replay 188
Reply 179
Report Clients 227
Report Design
Solutions 218
Report Designer
227
Report Manager
218, 227
Report Scheduler
216, 218
Reports Using
Crystal Reports
Designing 218
Reports Using
Crystal Reports 218
Required,e.g. 260
Requiring
180 Display
Telephones
250
Each Voice Call
258
TAPI-WAV 233
Voicemail Pro
200
VoIP 155
Requiring 155,
200, 233, 250, 258
Resource Manager
222
Responsibilities
222
Rest
World 199
Rest 199
Restricted/allowed
146
Return On
Investment 197
RFA 224
RFC 2474 259
RFC1490 144
Ring Back Calls 94
Ringer On/Off 52,
86
RIP 148
RIP II 148
RJ45 115
RJ-45 115
Roamabout
AP2000 122
ROI 197, 216
Router 16
Router/firewall/DH
CP 16
Routing
Information
Protocol 148
Voicemail 179
Routing 148, 179
RPT 218
RTCP 257
RTF 218
RTP 257
RTP Voice Data
Payload 258
Ruggedized
Wireless 45
Run
Phone Manager
application 152
Run 152
RW 188
S
S 222
Sales 97
Sales Teams 78
SAP 258
Save Profile 157
Scan’ 180
Scheduler 202
SDK CD 265
Search 188
Second 258
See
Conferencing
Center 150
Voicemail
Feature
Comparison
167
See 150, 167
See CLIP 230
See Section 10
Common
Management
Utilities 227
Segment
Local Area
Network 257
Segment 257
Send Instant
Messages 154
Sending
DTMF 154
email 188
IM 150
Sending 150, 154,
188
Separated
incoming/outgoing
154
September 2003
115
Servers 143
Service Providersbased conferencing
compared 197
Service Providersbased conferencing
197
Service Quotas 144
Service-by-service
144
Services
Out 97
Quality 122,
257
Type 259
Services 14, 97,
101, 115, 122,
257, 259
SFP 115
Short Code 96, 101
Signaling
Conforms 129
Signaling 129
Simple Network
Support 57,
58, 60, 67, 68,
69, 104, 105,
©Copyright 2005 Avaya Inc. All rights reserved.
107, 111, 112,
113
Simple Network 57,
58, 60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Simple Outlook 154
Single 10/100
BaseT Ethernet 57,
60, 67, 68, 69,
104, 107, 111,
112, 113
Single-sided 4.7GB
DVD 188
SIP hardphones 45
Site Planning 86
Slot 12
Slot B 13
Small
CRM
application 218
Small 218
Small Community
Networking 136
Small Offic Edition
165
Small Office 11,
12, 64, 65, 66, 165
Small Office 45W
Power Supply Unit
267
Small Office Edition
13, 21, 94, 139,
143, 165, 167,
199, 200, 267
Small Office Edition
Overview 21
Small Office VCC16
165
Small Office VCC3
165
SME's 122, 218
SMON
including 115
SMON 115
SNMP 57, 58, 60,
67, 68, 69, 104,
105, 107, 111,
112, 113, 237
So8 Module 267
SOE 167
Soft 32, 96
SoftConsole 92, 96,
98, 157, 163, 202,
207
SoftConsole
application 207
SoftConsole
Conferencing
Center Integration
207
SoftConsole PC
Requirements 163
SoftConsole PCbased application
207
Softkeys 65
SoftPhone 121
Software
Developers Kit 230
Soundcard 121
Spanish 60, 69, 70,
107, 113, 114
Speak 202
Speaker 47, 58,
60, 64, 68, 69,
105, 107, 112, 113
Page 289
4th May 2005 - Issue 12t
IP Office Product Description
Speaker, Mute 70,
114
SpectraLink 122
SpectraLink Voice
Priority 122
SpectraLink Voice
Priority-enabled
122
Spectrum 224
Spectrum 24 DS
122
Spectrum 24 FH
122
Spectrum
Wallboard 224
Spectrum
Wallboard Master
Kit Europe 224
Spectrum
Wallboard Master
Kit US 224
Speed Dial 69, 70,
101, 113, 114
Speed-dial/Busy
Lamp Field 152
Spread-spectrum
83, 86
SPV 115
SQL 218
Stac Lemple Ziv
145
Staff Functions 78
Stafford
Technology 218
Stand
Charging 86
Stand 86
Stand Power
Supply Adapter
Charging 86
Stand Power
Supply Adapter 86
Stand/wall 70, 114
Standard 40W
Power Supply Unit
267
Standard Edition
218
Standard Reports
216
Standard Reports
List 218
Starting
PC Wallboard
224
Starting 224
State/Province 218
Statically
Configured 57, 58,
60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Status Bar 157
Stop Call Recording
152
Straightforward 79
Styles 94
Sub-addressing
Allows 129
Sub-addressing
129
Subnet 260
Supervised
Transfer
called 93
Supervised
Transfer 93
IP Office 3.0
Product Description
Supervisor 115
Supervisor’s 218
Supplementary
services within IP
networks 136
Support
2402 47
3810 13
802.11b 122
Avaya 20
Series 12
DiffServ 259
EU24 12
Generic Access
Profile 79
H.323 103
IP 115
IP Office 216
IP Phones 103
IP Telephones
32
Proxy Address
Resolution
Protocol 146
QoS 260
Simple
Network 57,
58, 60, 67, 68,
69, 104, 105,
107, 111, 112,
113
Support 12, 13, 32,
47, 57, 58, 60, 67,
68, 69, 79, 103,
104, 105, 107,
111, 112, 113,
115, 122, 146,
152, 216, 259, 260
Support Services
78
Supported IP
Office Systems 165
Supports dual-PRI
12
Supra 85
Surfing
Internet 32
Surfing 32
Suspend Call
Waiting 96
Suspend/Resume
96
Suspended 96
SVP 122
SVP Certified 122
SW 115
SW IP Hardphone
68, 112
Switch OS Version
115
Switchable 48, 60,
65, 66, 69, 70,
107, 113, 114
Switching
Play Advice
187
WAN 134
Switching 134, 187
Symptoms
Quality
Problems 257
Symptoms 257
Sync 83
System 101
System
Administration 188
System
Administrator 202
System Bootstrap
115
System Features
12
System
Requirements
Conferencing
Center 207
System
Requirements 207
System Summary
218
System’s 143
T
T1 21, 32, 143,
199, 250
T1 Trunk 13
T1/E1/PRI 135
T1/PRI-T1 199
Tabs 157
Talk
indicating 52,
86
Talk 52, 86
Tannoy 98
TAPI 233, 235, 265
TAPI 2.1 263
TAPI 2.1 Functions
Supported 263
TAPI Reserved
Fields 265
TAPILink Lite 233,
263
TAPILink Pro 233
TAPI-WAV
requires 233
TAPI-WAV 233
Target 218
Target Graphical
Summary 218
Target Member
Duration 218
TCP/IP 16, 259
TCP/IP Networking
155, 163
Technology
Overview 103
Teklogix 122
Telecommunication
s 78
Telephone 103
Telephone
Company 98
Telephone Cord 86
Telephone Devices
86
Telephone User
Interface 179
Telephony 222
Telephony
Functions 89
Telxon 122
Terminal 45, 64,
65, 66
Terminal Adaptors
16
Terminal/Extension
Cable Lengths 267
TFTP 122, 260
ThatIP 259
The 3810 86
The Material Codes
Mid-Span 115
The Material Codes
115
The Perfect
Network 259
They’re 150
Third-party Fax 12
Threedepartments/hunt
213
Time Profiles 101,
144, 187
Time/date 95
Timeout 265
Today IP403 199
Toggle Calls 96
Topic 218
ToS 259
Total basestations/repeaters
81
TPAD 147
Traditional Wall
Mounted
Wallboards 224
Transaction Packet
Assembler
Dissembler 147
Transfer 52, 70,
86, 114, 150, 157
Transfer Call
Tracking Detail 218
Transferred Call
Queuing 101
Transferred Call
101
Transmission/recep
tion 129
Transmit-receive
changing 85
Transmit-receive
85
TransTalk
Introduction 83
TransTalk 78, 83,
85
TransTalk 9040 83,
84, 85
TransTalk 9040
Accessories 85
TransTalk 9040
Voice Terminal
Attributes 84
TransTalk 9040
Wireless Handset
45
Tree International
Learning 218
Tree International
218
Tri-color 224
Trigger/control 98
Trunk Group
Activity 218
Trunk Group Busy
218
Trunk Group Call
Duration 218
Trunk Group
Response 218
Trunk Group
Summary 218
Trunk/Line Types
Supported 129
Trunk/VoIP 199
Trusted’ 143
TUI 179, 180
©Copyright 2005 Avaya Inc. All rights reserved.
Tunneling Protocol
148
Types
Crystal 218
IP 103
Leased Line
143
License Keys
250
PSTN 100
Service 259
Types 100, 103,
143, 218, 250, 259
U
UDP Port 257
UDP Port Selection
57, 58, 60, 67, 68,
69, 104, 105, 107,
111, 112, 113
Unique computergenerated
Conference ID 202
Unique PIN 202
Unit 45
Unit Dimensions
267
Unread 'User 157
Unsecured’ 143
Upgradeable 122
UPS 31, 115, 267
URL 202
USA 98
USB 121, 147
Use
Crystal
Reports™ 218
DVD 188
IP Office CTI
Link 230
Passwords 95
Permanent
Virtual Circuits
144
Point-to-Point
Protocol 139
WAV file 98
waveform 188
Use 95, 98, 139,
144, 188, 218, 230
User 92, 94, 95,
97, 157
User & Installation
Guide 86
User Agents 86
User Recording
187
User’s Call
Appearances 97
User's Call
Appearance 97
Users Locale 265
Users/departments
101
Users’ 154
Uses H.323 67, 68,
70, 111, 112, 114
Using IP Office 258
V
V.24 143
V.35 139, 143
V.90 32
V1 Only 143
V222 122
V24 79, 143
V35 21, 143
V5.0 188
Page 290
4th May 2005 - Issue 12t
Index
V6.02 122
VAC 115
Variety2 218
VCM 32, 259
VCM-20 199
VCM30 12
VCN 202
Version
New Interface
218
Version 218
Via RAS 227
Vibrator Alert 86
Video 103
VLAN 57, 58, 60,
67, 68, 69, 104,
105, 107, 111,
112, 113
VM 97
VM Call Flow
Monitor 218
VM Summary 218
Voice
implementing
103
Voice 21, 103, 129,
133, 134, 257,
259, 260
Voice Call 99
Voice Compression
Module 32, 259
Voice Conferencing
Notification 202
Voice Gateway 115
Voice Mail 16, 58,
60, 68, 69, 82,
105, 107, 112, 113
Voice Mail Pro 216
Voice Over IP 21
Voice Over IP
Channels 21
Voice Quality 86
Voice Recording
187
Voice Recording
Library 188
Voice Terminals 83
Voicemail
calls 93
comment 168
distribute 180
diverted 93
IP406 V2 167
Number 265
routed 179
Voicemail 11, 12,
21, 89, 93, 94, 97,
99, 100, 101, 150,
152, 154, 157,
165, 167, 168,
179, 180, 225,
265, 267
IP Office 3.0
Product Description
Voicemail
application
end 165
Voicemail
application 165,
168
Voicemail Breakout
167
Voicemail email
265
Voicemail Feature
Comparison
See 167
Voicemail Feature
Comparison 167
Voicemail Lite
dialing 168
Voicemail Lite 165,
168
Voicemail Message
Waiting Indication
82
Voicemail Ports
187
Voicemail Pro
part 186
refer 200
requires 200
Voicemail Pro 13,
32, 92, 95, 96, 98,
136, 152, 157,
165, 179, 180,
186, 187, 188,
200, 202, 207, 225
Voicemail Pro 2.1
13
Voicemail Pro 3.0
12
Voicemail Pro
application 225
Voicemail Pro
Manager 225
Voicemail Pro
Networked
Messaging 13, 165,
180
Voicemail Pro
Release 1.3. 200
Voicemail Pro
Requirements 200
VoiceMail System
188
VoiceMailCollect
167
Voicemails
control 165
Voicemails 150,
165, 168
Voicepackets
prioritization
259
Voicepackets 259
VoIP
deploying 135
limit 259
requires 155
VoIP 21, 78, 122,
133, 134, 135,
137, 152, 154,
155, 257, 259, 260
VoIP across
Public Network
135
VoIP across 135
Volts Alternating
Current 115
Volume 58, 60, 68,
69, 105, 107, 112,
113
Volume Up 47, 64
Volume Up/Down
70, 114
VPIM 13
VPN 13, 103
W
Wall Mountable 57,
58, 60, 67, 68, 69,
104, 105, 107,
111, 112, 113
Wall Mounted
Wallboards 224
Wall Plate Adapter
86
Wallboard 227
Wallboard Manager
224, 227
Wallboard Manager
Communications
224
Wallboard
Manager/Wallboard
Server 224
Wallboard
Server/Manager
216
Wallboard/22 224
WAN
switching 134
WAN 16, 21, 133,
134, 139, 143,
144, 258
WAN3
Excluding 36
WAN3 36
WAN3 Module 267
WAP/WML 69, 70,
113, 114
Warehouse
Supervisors 78
Was New 13
Watts 115, 267
WAV 98, 188
WAV file
uses 98
WAV file 98, 154,
188
Waveform
Use 188
Waveform 188
Web 187, 218, 222
Web Browser 69,
70, 113, 114
Web Call Back 222
Web Callback 222
Web Chats 222
Web Scheduler
Access 202
Web Scheduler 202
Week/time 225
Weight & Power
Consumption 267
WFM Interface 227
What's New 12
Whisper Page 94
Why use Audio
Conferencing 197
Wide Area Network
139, 145, 257, 259
Wide Area
Networking
Protocol 144
WiFi 45
Wi-Fi 121, 122
Windows 163
Windows 2000
121, 165
Windows 2000
Professional 207
Windows 2000
Server 207
Windows 2003
Server 207
Windows Name
Service 143
Windows Operator
Console 92, 157
Windows PC 16
Windows XP 121,
227
Windows XP
Professional 207
WINS 143
Wireless 89
Wireless Deskset
121
Wireless Gateway
122
Wireless Handset
45, 52
Wireless Keyboard
224
Wireless LAN 21,
122
Wireless VoIP
Overview 122
Wireless VoIP 122
©Copyright 2005 Avaya Inc. All rights reserved.
Wire-speed Layer
115
Wiring
closet/switch
115
Wiring 115
Within SoftConsole
157
WLAN 115
Word 218
Workforce 227
Workforce
Management
Interface 216, 227
Workgroups 218
World
Rest 199
World 199
World-Wide Source
Crystal
Training 218
World-Wide Source
218
Worst Case 115
Wrap-Up 152
Write
DVD 188
Write 188
WS-C4006
Software 115
WS-C6509
Software 115
WS-CAC-1300W
115
WS-X4148-RJ45V
115
WS-X6348-RJ45V
115
Www.avaya.com/s
upport 86
X
X IP400 Office
Digital Station 30
Module 250
X.21 139, 143
X.21/V35 WAN 32
X.25 144, 147
X21 21
XDSL 143
XLS 218
XM24 74
XM24 Unit 45
XP Professional PC
165
Y
Y 265
YELLOW LED 115
Z
Zip Code/Postal
Code 218
Page 291
4th May 2005 - Issue 12t
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations
or amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya, or others.
Intellectual property related to this product (including trademarks) and registered
to Lucent Technologies has been transferred or licensed to Avaya.
All trademarks identified by ® or TM are registered marks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their
respective owners.
This document contains propriety information of Avaya and is not to be disclosed
or used except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"[email protected]".
© Copyright 2005 Avaya
All rights reserved.
Avaya
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Email: [email protected]
Web: http://www.avaya.com.
IP Office 3.0
Product Description
©Copyright 2005 Avaya Inc. All rights reserved.
Page 292
4th May 2005 - Issue 12t
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