IP Office 2.1
Product Description
11th May 2004 - Issue 11b
Table of Contents
1. Introduction.......................................................................................................................... 1
Avaya IP Office Family ................................................................................................................................... 1
What's New in IP Office 2.1 ............................................................................................................................ 2
Voice Communication Solution ........................................................................................................................ 3
Converged Voice Communications Solution ...................................................................................................... 3
Data Communication Solution ......................................................................................................................... 4
Applications Platform ..................................................................................................................................... 5
Management Tools ........................................................................................................................................ 5
Scalable Platform........................................................................................................................................... 6
Endpoint Solution Options .............................................................................................................................. 7
2. IP Office - Small Office Edition Platform .............................................................................. 9
IP
IP
IP
IP
IP
IP
IP
IP
Office - Small Office Edition Overview.......................................................................................................... 9
Office - Small Office Edition 2T+4A (3 VoIP) ...............................................................................................10
Office - Small Office Edition 4T+8A (3 VoIP) ...............................................................................................11
Office - Small Office Edition 4T+4A+8DS (3 VoIP) .......................................................................................12
Office - Small Office Edition 4T+4A+8DT (3 VoIP).......................................................................................13
Office - Small Office Edition 4T+4A+8DS (16 VoIP) .....................................................................................14
Office - Small Office Edition 4T+4A+8DT (16 VoIP) .....................................................................................15
Office - Small Office Edition WAN Expansion Interfaces................................................................................16
IP401 WAN Expansion ..............................................................................................................................16
IP400 Office BRI Card ..............................................................................................................................16
IP400 Office T1 PRI Card..........................................................................................................................16
Optional Wireless Access Point.......................................................................................................................17
Optional Embedded Voicemail and Auto-Attendant ..........................................................................................18
3. Platform Overview .............................................................................................................. 19
IP Office Overview........................................................................................................................................19
IP401 Compact Office Units ...........................................................................................................................20
IP401 Compact Office...............................................................................................................................20
IP401 Compact Office Digital Terminal 2 ....................................................................................................20
IP401 Compact Office Digital Terminal 4 ....................................................................................................21
IP401 Compact Office Upgrades ................................................................................................................22
IP Office Servers - IP403, IP406 and IP412 Units ............................................................................................23
IP Office Servers – IP403, IP406 and IP412 ...............................................................................................23
IP403 Office ............................................................................................................................................24
IP406 Office ............................................................................................................................................25
IP412 Office ............................................................................................................................................26
External Expansion Module Units....................................................................................................................27
External Expansion Modules......................................................................................................................27
IP400 Office Phone Module.......................................................................................................................28
IP400 Office Digital Terminal Module .........................................................................................................29
IP Office Digital Station Module .................................................................................................................30
IP400 Office So8 Module ..........................................................................................................................31
IP400 Office WAN3 ..................................................................................................................................32
IP400 Office Analog Trunk 16 ...................................................................................................................33
Trunk Interface Cards ...................................................................................................................................34
IP400 Office BRI Card ..............................................................................................................................34
IP400 Office PRI Cards (T1/E1/E1R2) ........................................................................................................34
IP400 Office Quad Analog Trunk (LS) Card.................................................................................................34
Internal Daughter Cards................................................................................................................................35
IP400 Office VC Module – 2/5/10/20/30.....................................................................................................35
IP400 Office Modem 2 card.......................................................................................................................35
4. Terminals ............................................................................................................................ 37
Introduction to IP Office Terminals.................................................................................................................37
2010 Terminal ..............................................................................................................................................38
2030 Display Terminal...................................................................................................................................39
2050 Display Terminal...................................................................................................................................40
20CC Call Center Terminal.............................................................................................................................41
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page i
11th May 2004 - Issue 11b
Table Of Contents
20DS Unit ....................................................................................................................................................42
20DT - DECT Cordless Handset......................................................................................................................43
2420D Terminal............................................................................................................................................44
3810 Wireless Handset..................................................................................................................................45
4406D Terminal............................................................................................................................................46
4412D Terminal............................................................................................................................................47
4424D Terminal............................................................................................................................................48
DSS4450 Unit...............................................................................................................................................49
4602 IP Hardphone.......................................................................................................................................50
4606 IP Hardphone.......................................................................................................................................51
4612 IP Hardphone.......................................................................................................................................52
4620/4620SW IP Hardphone .........................................................................................................................53
4624 IP Hardphone.......................................................................................................................................54
6408D Terminal............................................................................................................................................55
6416D Terminal............................................................................................................................................56
6424D Terminal............................................................................................................................................57
XM24 Unit....................................................................................................................................................58
TransTalk 9040 Wireless Handset...................................................................................................................59
Analog Telephones/POTS ..............................................................................................................................60
5. Telephony Functions & Call Handling ................................................................................. 61
Telephony Functions & Call Handling..............................................................................................................61
Feature / Handset Compatibility .....................................................................................................................62
Extension Features .......................................................................................................................................64
Absent Text.............................................................................................................................................64
Call Coverage ..........................................................................................................................................64
Call Forwarding........................................................................................................................................64
Call Hold .................................................................................................................................................64
Call Intrude .............................................................................................................................................64
Call Park .................................................................................................................................................64
Call Pickup ..............................................................................................................................................65
Call Steal / Acquire Call ............................................................................................................................65
Call Transfer............................................................................................................................................65
Call Waiting .............................................................................................................................................65
Clear Call Waiting.....................................................................................................................................65
Conference Calls ......................................................................................................................................66
Dial Ahead ..............................................................................................................................................66
Dial On Pickup .........................................................................................................................................66
Directory .................................................................................................................................................66
Distinctive Ringing ...................................................................................................................................66
Do Not Disturb.........................................................................................................................................66
Enhanced Intrusion (Whisper Page)...........................................................................................................66
Follow Me................................................................................................................................................67
Handset Dial By Name..............................................................................................................................67
Hot Transfer............................................................................................................................................67
Hold Call Waiting .....................................................................................................................................67
Login ......................................................................................................................................................67
Meet-Me Conference ................................................................................................................................67
Monitor Calls ...........................................................................................................................................67
Ring Back When Free ...............................................................................................................................68
Relay On/Off/Pulse...................................................................................................................................68
Suspend/Resume .....................................................................................................................................68
Suspend Call Waiting................................................................................................................................68
Toggle Calls.............................................................................................................................................68
System Features...........................................................................................................................................69
Account Codes.........................................................................................................................................69
Automatic Call Distribution (Hunt Groups) ..................................................................................................69
Call Barring .............................................................................................................................................69
Caller Display...........................................................................................................................................69
Dial Emergency........................................................................................................................................70
External Control Port ................................................................................................................................70
E911.......................................................................................................................................................70
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page ii
11th May 2004 - Issue 11b
Table Of Contents
Group Paging ..........................................................................................................................................70
Hold Music ..............................................................................................................................................70
Hot Desking ............................................................................................................................................70
Incoming Call Routing ..............................................................................................................................70
Intrusion Warning Tone............................................................................................................................71
Least Cost Routes ....................................................................................................................................71
Maximum Call Length ...............................................................................................................................71
Night Service ...........................................................................................................................................71
Off Switch Call Inhibit...............................................................................................................................71
Outgoing Calls .........................................................................................................................................71
PIN Restricted Calling...............................................................................................................................71
Personal Fax Numbers..............................................................................................................................72
Queuing ..................................................................................................................................................72
Queuing a Transferred Call to a Busy Extension..........................................................................................72
Short Codes.............................................................................................................................................72
Speed Dialing ..........................................................................................................................................72
Time Profiles ...........................................................................................................................................72
6. IP Telephony, Hard Phones & Soft Phones......................................................................... 73
Introduction to IP Telephony .........................................................................................................................73
Gateways, Gatekeepers and H.323 - Technology Overview...............................................................................73
IP Hardphones .............................................................................................................................................74
4602 IP Hardphone ..................................................................................................................................74
4606 IP Hardphone ..................................................................................................................................75
4612 IP Hardphone ..................................................................................................................................76
4620/4620SW IP Hardphone.....................................................................................................................77
4624 IP Hardphone ..................................................................................................................................78
IP Softphone (iPhone Manager Pro) ...............................................................................................................79
IP Softphone Used as a Wireless Deskset .......................................................................................................80
Wireless VoIP ...............................................................................................................................................81
Overview of Wireless VoIP ........................................................................................................................81
3616 Executive Wireless Phone .................................................................................................................84
3626 Ruggedized Wireless Phone ..............................................................................................................85
IP Telephony Features ..................................................................................................................................86
7. Public and Private Voice Networks..................................................................................... 87
Public and Private Voice Networks..................................................................................................................87
Connection to the Public Network...................................................................................................................87
Trunk/Line Types Supported .....................................................................................................................87
ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1 ................................................................................87
ISDN Basic Rate (ETSI CTR3) - IP400 Quad BRI .........................................................................................87
North American T1 - IP400 Office PRI T1 ...................................................................................................88
North American Primary Rate Interface - IP400 Office PRI T1 ......................................................................88
Analog Trunks (Loop Start/ Ground Start) ..................................................................................................89
PRI E1R2 ................................................................................................................................................89
Traditional Private Voice Networking ..............................................................................................................90
Packet Based Voice Networking .....................................................................................................................91
Packet Based Voice Networking.................................................................................................................91
VoIP over an Unstructured Private Circuit...................................................................................................92
VoIP over a Managed Frame Relay Network ...............................................................................................92
VoIP over a Managed IP VPN ....................................................................................................................92
VoIP across the LAN.................................................................................................................................93
VoIP across the Public Network .................................................................................................................93
Supplementary services within IP networks.....................................................................................................94
Supplementary services within IP networks ................................................................................................94
Small Community Networking ...................................................................................................................94
Generic Networking Features .........................................................................................................................95
Least Cost Routing (LCR)..........................................................................................................................95
Alternate Call Routing (ACR) .....................................................................................................................95
Network Numbering Schemes ...................................................................................................................96
8. LAN/WAN Services ............................................................................................................. 97
LAN/WAN Services........................................................................................................................................97
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page iii
11th May 2004 - Issue 11b
Table Of Contents
Internet Access ............................................................................................................................................98
Remote Access Features ...............................................................................................................................99
LAN to LAN Routing ....................................................................................................................................100
Data Networking Features ...........................................................................................................................101
Integral 10/100 Hub...............................................................................................................................101
Integral 10/100 Mbit Layer 2 Ethernet Switch ...........................................................................................101
Integral 10/100 Mbit Layer 3 Ethernet Switch ...........................................................................................101
DHCP Server..........................................................................................................................................101
Leased Line Support...............................................................................................................................101
Dial-Up Circuit Support ...........................................................................................................................102
Point-to-Point Protocol (PPP)...................................................................................................................102
Multi-Link Point-to-Point Protocol (ML-PPP) ..............................................................................................102
Frame Relay ..........................................................................................................................................102
Service Quotas ......................................................................................................................................102
Time Profiles .........................................................................................................................................102
Bump Call .............................................................................................................................................102
Password Authentication Protocol (PAP)...................................................................................................103
Challenge Handshake Authentication Protocol (CHAP) ...............................................................................103
Data Header Compression ......................................................................................................................103
Data Compression..................................................................................................................................103
Bandwidth Allocation Control Protocol (BACP)...........................................................................................103
Callback ................................................................................................................................................103
Domain Name Service (DNS) Proxy .........................................................................................................103
Network Address Translation (NAT) .........................................................................................................104
Proxy Address Resolution Protocol (ARP)..................................................................................................104
Auto Connect.........................................................................................................................................104
Firewall .................................................................................................................................................104
Light-Weight Directory Access Protocol (LDAP) .........................................................................................105
Remote Access Server (RAS)...................................................................................................................105
Transaction Packet Assembler Dissembler (TPAD).....................................................................................105
IPSec Tunneling.....................................................................................................................................106
Layer 2 Tunneling Protocol .....................................................................................................................106
Routing Information Protocol (RIP)..........................................................................................................106
9. The Applications ............................................................................................................... 107
Introduction to IP Office Applications ...........................................................................................................107
SoftConsole................................................................................................................................................108
SoftConsole ...........................................................................................................................................108
SoftConsole Configuration.......................................................................................................................112
SoftConsole Administration .....................................................................................................................114
SoftConsole PC Requirements .................................................................................................................114
Voicemail ...................................................................................................................................................115
Voicemail ..............................................................................................................................................115
Centralized Intuity Audix.........................................................................................................................116
Voicemail Embedded ..............................................................................................................................116
Voicemail Lite ........................................................................................................................................116
Voicemail Pro.........................................................................................................................................117
Networked Voicemail Environments – Networked Messaging......................................................................119
Auto Attendant ......................................................................................................................................120
Accessing Database Information within Call Flows (IVR) ............................................................................121
Using Text To Speech (TTS) Facilities within a Callflow..............................................................................124
Visual Basic (VB) Scripting ......................................................................................................................125
Personal Numbering ...............................................................................................................................126
Extended Personal Greetings...................................................................................................................126
Interaction of Voicemail with Email Systems (Unified Mailbox) ...................................................................127
Integrated Messaging Pro (Microsoft Exchange only) ................................................................................129
Text To Speech (TTS) for Email Reading (Microsoft Exchange only) ...........................................................131
Campaign Manager ................................................................................................................................132
Call Recording .......................................................................................................................................132
Voicemail Feature Comparison ................................................................................................................133
Phone Manager ..........................................................................................................................................138
Phone Manager......................................................................................................................................138
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page iv
11th May 2004 - Issue 11b
Table Of Contents
Phone Manager Lite ...............................................................................................................................142
Phone Manager Pro................................................................................................................................143
Phone Manager Feature Comparison........................................................................................................144
Phone Manager System Requirements .....................................................................................................144
Audio Conferencing.....................................................................................................................................145
Why use Audio Conferencing? .................................................................................................................145
IP Office Meet-Me Conferencing Solution .................................................................................................146
IP Office Conferencing Capacity ..............................................................................................................147
Control Unit Conference Capabilities ........................................................................................................147
Voicemail Pro Requirements (if PIN codes or guidance are required) ..........................................................148
IP Office Built-In Conferencing Features...................................................................................................149
Conferencing Center ...................................................................................................................................150
Introduction to IP Office Conferencing Center...........................................................................................150
Conferencing Center Scheduler ...............................................................................................................150
Conferencing Center Web Client ..............................................................................................................153
SoftConsole Conferencing Center Integration............................................................................................154
Phone Manager Conferencing Center Integration ......................................................................................154
System Requirements for Conferencing Center .........................................................................................154
Digit Cordless Solutions (non VoIP) ..............................................................................................................155
Digit Cordless Solutions (non VoIP) .........................................................................................................155
IP Office DECT.......................................................................................................................................156
TransTalk ..............................................................................................................................................160
Avaya 3810 ...........................................................................................................................................163
Application Licensing...................................................................................................................................166
10. The Contact Center .........................................................................................................167
IP Office Contact Center/CRM Solutions Product Overview .............................................................................167
IP Office Contact Center/CRM Solutions Overview.....................................................................................167
Compact Business Center .......................................................................................................................167
Compact Contact Center .........................................................................................................................168
MultiMedia Module for CCC .....................................................................................................................169
Compact Business Center ............................................................................................................................170
Compact Business Center .......................................................................................................................170
Real Time Information............................................................................................................................171
Compact Contact Center (CCC) ....................................................................................................................172
Compact Contact Center (CCC) ...............................................................................................................172
Call Center View ....................................................................................................................................173
Wallboard Manager ................................................................................................................................174
Multi Media Report Integration ................................................................................................................176
MultiMedia Module......................................................................................................................................177
MultiMedia Module .................................................................................................................................177
MMM Server Side Components ................................................................................................................177
MMM Client Side Components .................................................................................................................178
Queuing Announcements Within the Contact Center ......................................................................................179
Queuing Announcements Within the Contact Center .................................................................................179
Queue Announcements ..........................................................................................................................179
Auto-Attendant Operation (Advanced Call Flow) .......................................................................................179
Campaign Manager ................................................................................................................................180
Recording Services.................................................................................................................................181
IP Office Manager ..................................................................................................................................181
Workforce Management Interface ...........................................................................................................181
Compact Business/Contact Center Modules Summary................................................................................181
Technical Description/Configuration .............................................................................................................182
Compact Business Center .......................................................................................................................182
Customer Contact Center........................................................................................................................183
Computer Telephony Integration..................................................................................................................184
Computer Telephony Integration .............................................................................................................184
The Benefits of CTI ................................................................................................................................184
Target Customers & Markets...................................................................................................................185
Computer Telephony Integration .............................................................................................................186
TAPILink Lite (1st Party TAPI Support).....................................................................................................187
TAPILink Pro (3rd Party TAPI Support).....................................................................................................187
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page v
11th May 2004 - Issue 11b
Table Of Contents
Support for Developers...........................................................................................................................188
Microsoft CRM Integration ......................................................................................................................188
11. Common Management Utilities ...................................................................................... 189
Introduction to IP Office Management Utilities ..............................................................................................189
IP Office Manager.......................................................................................................................................190
Installation and Administration Wizard..........................................................................................................191
Importing System Settings......................................................................................................................192
Call Status .................................................................................................................................................193
Monitor......................................................................................................................................................194
Simple Network Management Protocol (SNMP)..............................................................................................195
IP Office SMDR...........................................................................................................................................196
A: Configurations and Factory Build Options ....................................................................... 197
Configurations and Factory Build Options......................................................................................................197
IP401 Compact Office Digital Terminal 4.......................................................................................................198
IP403 Compact Office DT ............................................................................................................................199
IP406 Office ...............................................................................................................................................200
IP412 Office ...............................................................................................................................................201
Factory Configurations ................................................................................................................................203
Avaya IP Office - Small Office Edition Control Units ...................................................................................203
Country Availability .....................................................................................................................................207
B: Implementing Voice over IP FAQ ..................................................................................... 209
What is Quality of Service? ..........................................................................................................................209
What are the Symptoms of Quality Problems? ...............................................................................................209
How Do I Minimize Delay Induced Echo In My Network? ................................................................................209
How Do I Minimize Warble and Clipping In My Network?................................................................................210
How Do I Minimize Distortion In My Network?...............................................................................................210
What Benefits Do I Get From Using IP Office To Provide My Wide...................................................................210
What Bandwidth Do I Require for Each Voice Call? ........................................................................................210
What Delay is Acceptable?...........................................................................................................................211
What is The Perfect Network?......................................................................................................................211
How Many Simultaneous Calls Can I Get Down My Link? ................................................................................211
What Is The Maximum Number Of Simultaneous VoIP Calls That IP Office Supports.........................................211
Does the IP Office Support Fax over IP ? ......................................................................................................212
Network Assessment...................................................................................................................................212
Voice over IP Relevant Standards Supported.................................................................................................213
C: TAPI Functions Supported by IP Office............................................................................ 215
TAPI 2.1 Functions Supported......................................................................................................................215
TAPI 3.0 functions supported.......................................................................................................................216
Changes from previous versions of IP Office .................................................................................................217
TAPI Reserved Fields..............................................................................................................................217
DevLink Reserved Fields .........................................................................................................................218
D: Technical Specifications ................................................................................................... 219
General......................................................................................................................................................219
Dimensions ...........................................................................................................................................219
Environmental .......................................................................................................................................219
Terminal/Extension Cable Lengths ...........................................................................................................219
Weight & Power Consumption.................................................................................................................220
Interfaces ..................................................................................................................................................221
Protocols ...................................................................................................................................................222
Glossary ................................................................................................................................ 225
Index..................................................................................................................................... 233
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page vi
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 1
11th May 2004 - Issue 11b
IP Office Product Description
What's New in IP Office 2.1
For those already familiar with IP Office, this page lists the new features introduced in IP Office 2.1. 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.
•
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 2
11th May 2004 - Issue 11b
1. Introduction
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 3
11th May 2004 - Issue 11b
IP Office Product Description
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
IP403 and IP406 support an eight port HUB that connects up to 8 PCs and/or supported IP devices. The
Avaya IP Office – Small Office Edition offers 4 Switched Ethernet ports (Layer 2) and a dedicated Ethernet
WAN port (Layer 3). The IP412 offers 2 switched Ethernet ports (Layer 3).
•
LDAP client support
For standards based directory synchronization.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 4
11th May 2004 - Issue 11b
1. Introduction
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 and Avaya IP Office – Small Office Edition
PCMCIA 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.
An IP Office Wizard can also be used to configure systems and to manage user adds, moves and changes.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 5
11th May 2004 - Issue 11b
IP Office Product Description
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 extensions* and 3 VoIP resources
•
4 Analog trunks, 4 analog extensions, 8 digital extensions* and 16 VoIP resources
•
*Available as either Digital Station (64xx/44xx/24xx series handsets) or Digital Terminal
(20xx series handsets). Digital Terminal versions are not available in all territories. Check
with your Avaya representative for local availability.
•
IP401 Compact Office
The IP401 Compact Office is available in two versions (Not available in all territories). IP401 Compact
Office - Digital Terminal 2 supports two Digital Terminals, Two Analog Terminals, a single Basic Rate
ISDN, 4 port dual speed LAN hub and 2 data channels. Data channels are used for Routing, RAS and
Voicemail applications. IP401 Compact Office - Digital Terminal 4 supports four digital Terminals,
four Analog Terminals, two Basic Rate ISDN, 8 port dual speed LAN hub and 4 data channels.
•
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 Terminal/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 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 dual speed LAN hub ports, and 24 data channels. Data channels are used for
Routing, RAS and Voicemail applications.
•
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 6
11th May 2004 - Issue 11b
1. Introduction
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 46xx series of H.323 IP telephones, 36xx
Wireless VoIP sets and Phone Manager (which can operate in CTI or IP Soft phone modes)
•
IP400 Digital Station 16 or 30 Module supports selected MERLIN MAGIX 44xx series and selected
64xx/24xx digital series sets. 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 will support the new Avaya 3810 wireless handset and the existing
TransTalk 9040 wireless handset
•
IP400 Digital Terminal 16 or 30 Module supports the Avaya 20 Series telephones (not available in certain
territories, check for local availability).
•
IP400 Phone 8, 16 or 30 Modules support standard analog Phones, faxes and modems, with support for
calling line identification.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 7
11th May 2004 - Issue 11b
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 six pre-defined configurations are detailed in the following table.
IP OFFICE - SMALL OFFICE
EDITION
Analog
Trunks
Analog
Extensions
Digital
Terminal
(20 series)
2T+4A (3 VoIP)
2
4
0
0
3
4T+8A (3 VoIP)
4
8
0
0
3
4T+4A+8DT (3 VoIP)*
4
4
8
0
3
4T+4A+8DS (3 VoIP)
4
4
0
8
3
4T+4A+8DT (16 VoIP)*
4
4
8
0
16
4T+4A+8DS (16 VoIP)
4
4
0
8
16
•
*Not available in all territories, check for availability.
•
During power fail, Analog port 2 is connected to POT port 1.
IP Office 2.1
Product Description
Digital Station
Voice
(64, 44 & 24 series, Over IP
3810 & 9040)
Channels
©Copyright 2004 Avaya Inc. All rights reserved.
Page 9
11th May 2004 - Issue 11b
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 interfaces.
•
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).
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 10
11th May 2004 - Issue 11b
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 interfaces.
•
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
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 11
11th May 2004 - Issue 11b
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 interfaces.
•
Eight Digital Terminals (24xx, 44xx, 64xx Series 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
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 12
11th May 2004 - Issue 11b
2. IP Office - Small Office Edition Platform
IP Office - Small Office Edition 4T+4A+8DT (3 VoIP)
The IP Office - Small Office Edition 4T+4A+8DT (3 VoIP) provides:
•
Four Analog Loop Start Trunks (Caller ID enabled).
•
Four Analog Extension interfaces.
•
Eight Digital Terminals (20 Series).
•
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).
Not available in all territories, check for availability.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 13
11th May 2004 - Issue 11b
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
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 14
11th May 2004 - Issue 11b
2. IP Office - Small Office Edition Platform
IP Office - Small Office Edition 4T+4A+8DT (16 VoIP)
Specification as per IP Office - Small Office Edition 4T+4A+8DT(3 VoIP) except with 16 VoIP resources as
standard.
Not available in all territories, check for availability.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 15
11th May 2004 - Issue 11b
IP Office Product Description
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.
IP401 WAN Expansion
The IP401 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 16
11th May 2004 - Issue 11b
2. IP Office - Small Office Edition Platform
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 17
11th May 2004 - Issue 11b
IP Office Product Description
Optional Embedded Voicemail and Auto-Attendant
Embedded voicemail and Auto-Attendant is provided on a pre-loaded 64M PCMCIA Memory card supplied by
Avaya. Up to four independent Auto-Attendants can be configured on the platform. The choice of which AutoAttendant is to answer a call can be made on any of the criteria on the Incoming Call Routing form such as called
number, calling numbers 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.
The embedded voicemail supports up to 15 hours of storage. The number of simultaneous calls is limited by the
number of Voice Compression channels that are available.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 18
11th May 2004 - Issue 11b
3. Platform Overview
IP Office Overview
This section provides an introduction to the main components of the IP Office platform that includes IP401
Compact Office, IP403 Office, IP406 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 19
11th May 2004 - Issue 11b
IP Office Product Description
IP401 Compact Office Units
IP401 Compact Office
The IP401 Compact Office provides a solution for the smallest of offices and those requiring sophisticated office
facilities at home. IP401 Compact Office is a fully converged Voice and Data solution housed within a half sized
rack mountable unit. The unit offers functionality including Voicemail, Internet Access, Homeworking and IP
Telephony.
IP401 Compact Office is available in the following versions, not available in all territories.
•
IP401 Compact Office Digital Terminal 2.
•
IP401 Compact Office Digital Terminal 4.
•
IP401 Compact Office Upgrades.
IP401 Compact Office Digital Terminal 2
Pre-configured with support of;
•
2 x Digital Terminal ports for Avaya 20 series handsets
•
2 x Analog telephone ports
•
1 x BRI (2 Lines)
•
Four 10/100 Mbps LAN Hub ports (with Cascade Switch for connecting to external hubs)
•
USB port
•
DTE port
•
Audio port for external music on hold source
•
Two relay switch port for door entry systems (External O/P socket)
•
4 data channels:
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.
Front Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 20
11th May 2004 - Issue 11b
3. Platform Overview
IP401 Compact Office Digital Terminal 4
Pre-configured with support of
•
4 x Digital Extension ports for Avaya 20xx series handsets
•
4 x Analog telephone ports
•
2 x BRI (4 Lines)
•
Eight 10/100 Mbps LAN Hub ports (with Cascade Switch for connecting to external hubs)
•
USB port
•
DTE port
•
Audio port for external music on hold source
•
Two relay switch port for door entry systems (External O/P socket)
•
4 data channels
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.
Front Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 21
11th May 2004 - Issue 11b
IP Office Product Description
IP401 Compact Office Upgrades
•
IP401 Compact Office WAN
The IP401 Compact Office WAN module is internally fitted to the IP401 Compact Office to provide 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.
•
IP401 Compact Office Memory Expansion
A plug in SIM required for embedded Voicemail.
•
IP401 Expansion Kit
A kit comprising of Daughter Card, front panel and fittings for converting the IP401 Compact Office Digital
Terminal 2 to a Digital Terminal 4.
•
IP401 VCM Upgrade
A plug in card required for both the embedded voice mail and support of voice over IP. The IP401
Compact Office supports 5 channels of Voice compression when fitted with the 5 channel Voice
Compression module.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 22
11th May 2004 - Issue 11b
3. Platform Overview
IP Office Servers - IP403, IP406 and IP412 Units
IP Office Servers – IP403, IP406 and IP412
The IP403, IP406 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 Office.
•
IP412 Office.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 23
11th May 2004 - Issue 11b
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 handset ports (Digital Terminal and Digital Station options of the IP403 Office base unit are
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
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 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 the support of up to three external Expansion Modules, IP403 office can be enhanced to support a further
90 Analog or Digital Handsets.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 24
11th May 2004 - Issue 11b
3. Platform Overview
IP406 Office
The IP406 Office differs from the IP403 Office in that it supports six Expansion Modules but excludes the integral
Digital extension and Analog extension ports. The IP406 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.
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 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 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 office can be enhanced to support a mixture of
Analog, Digital or IP Handsets to maximum of 180.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 25
11th May 2004 - Issue 11b
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.
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 2 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 terminals.
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).
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 26
11th May 2004 - Issue 11b
3. Platform Overview
External Expansion Module Units
External Expansion Modules
There are ten 19" Expansion modules. The IP403 platform supports any three of these modules, IP406 supports
any six, while IP412 supports any twelve (up to a maximum of 360 analog, digital or IP Extensions).
•
IP400 Office Phone Module
Available in three variants for 8, 16 or 30 extensions.
•
IP400 Office Digital Terminal Module
Available in two variants for 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 27
11th May 2004 - Issue 11b
IP Office Product Description
IP400 Office Phone Module
Provides support 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 28
11th May 2004 - Issue 11b
3. Platform Overview
IP400 Office Digital Terminal Module
Provides support for the Avaya 20 series digital display extension terminals (2010, 2030, 2050, 20DS and 20CC
terminals), the IP400 Office Digital Terminal 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).
Front Panel (30 port version)
Rear Panel (all versions)
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 29
11th May 2004 - Issue 11b
IP Office Product Description
IP Office Digital Station Module
Provides support for the Avaya 4400 and 6400 series terminals. 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).
The handsets supported are the 4406D, 4412D, 4424D, 4450DSS, 9040 TransTalk wireless set, 6408D+,
6416D+M, 6424D+M and the XM24.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 30
11th May 2004 - Issue 11b
3. Platform Overview
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 31
11th May 2004 - Issue 11b
IP Office Product Description
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 and IP412 platforms to provide additional WAN
ports. Each platform can support two of these modules.
The IP400 Office WAN3 connects to the base unit through the Local Area Network and does not use an expansion
port on the base module.
Front Panel
Rear Panel
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 32
11th May 2004 - Issue 11b
3. Platform Overview
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 33
11th May 2004 - Issue 11b
IP Office Product Description
Trunk Interface Cards
Trunk interface cards are rear mounted to provide flexible trunk connectivity for the IP403, IP406 and IP412
platforms. The IP403 supports a single trunk interface card with an optional plug-in analog trunk card, while the
IP406 and IP412 support two trunk interface cards.
There are seven trunk interface cards (Not available in all territories).
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IP400 Office Quad BRI.
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IP400 Office PRI E1.
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IP400 Office Dual PRI E1 (IP412 only).
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IP400 Office E1R2MFC.
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IP400 Office Dual E1R2MFC (IP412 only).
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IP400 Office PRI T1.
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IP400 Office Dual PRI T1 (IP412 only).
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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.
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) including support for caller ID.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 34
11th May 2004 - Issue 11b
3. Platform Overview
Internal Daughter Cards
Internal Daughter Cards are fitted inside the base module of the IP403, IP406 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 IP401, IP403, IP406 and
IP412 control units (on IP Office - Small Office Edition systems VCM/VoIP channels are pre-built). Four VCM
variants are available supporting 5, 10, 20 and 30 channels of compression.
Up to two VCMs can be fitted to the IP412, the other control units support only a single VCM. The capacity of VCM
module supported also varies.
•
IP401: Supports only a single VCM5.
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IP403 & IP406: Support a single VCM5, VCM10 or VCM20.
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IP412: Supports any two from VCM5, VCM10, VCM20 and/or VCM30.
The VCM is also used for the embedded Voicemail system on the IP401 – see 'The Applications' section.
IP400 Office Modem 2 card
The integral dual V.90 (56kbps) digital Central Site modem card, allows termination of two simultaneous analog
modem calls. These calls are presented over a digital BRI or PRI bearer. The IP400 Office Modem 2 Module is
supported on the IP403, IP406 and IP412 platforms.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 35
11th May 2004 - Issue 11b
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.
The IP Office supports a wide range of dedicated digital terminals.
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2010 Terminal
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2030 Display Terminal
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2050 Display Terminal
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20CC Call Center Terminal
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20DS Unit
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20DT - DECT Cordless Handset
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2420D Terminal
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3810 Wireless Handset
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4406D Terminal
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4412D Terminal
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4424D Terminal
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4450 Unit
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6408D Terminal
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6416D Terminal
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6424D Terminal
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XM24 Unit
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TransTalk 9040 Wireless Handset
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Analog Telephones/POTS
In addition a number of IP Hardphones are supported. For full details see IP Hardphones and Wireless VoIP.
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4602 IP Hardphone
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4606 IP Hardphone
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4612 IP Hardphone
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4620 IP Hardphone
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4624 IP Hardphone
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3616 Executive Wireless Phone
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3626 Ruggedized Wireless Phone
•
For maximum cabling distances please refer to Configurations and Factory Build Options.
•
For details on IP hardphones, see the 4600 series.
•
Note: Not all terminals are available in all territories. Please check for local availability.
•
Note: IP Office does not support SIP hardphones as Release 2.1.
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.
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
IP Office Product Description
2010 Terminal
The 2010 supports the following features:
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Message Waiting Light.
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On Hook Dialing.
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Receive & Make Page.
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Hands Free Speech.
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Headset Capability.
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Wall Mountable.
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Hearing Aid Compatible.
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6 Fixed Feature Keys.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 38
11th May 2004 - Issue 11b
4. Terminals
2030 Display Terminal
The 2030 supports the following features:
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Message Waiting Light.
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On Hook Dialing.
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Receive & Make Page.
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Hands Free Speech.
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Headset Capability.
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LCD Display (Custom Large Call Information Widow and 2x16 Alphanumeric Display).
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8 Key Direct Station Select.
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4 Context Sensitive Soft Keys.
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11 Fixed Feature Keys (Speaker, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Divert, No
Calls, Group, Program).
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Wall Mountable.
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Hearing Aid Compatible.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 39
11th May 2004 - Issue 11b
IP Office Product Description
2050 Display Terminal
The 2050 supports the following features:
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Message Waiting Light.
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On Hook Dialing.
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Receive & Make Page.
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Handsfree Speech.
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Headset Capability.
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LCD Display.
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Dual-Color BLF.
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8 Key Direct Station Select.
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4 Context Sensitive Soft Keys.
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11 Fixed Feature Keys (Speaker, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Divert, No
Calls, Group, Program).
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Wall Mountable.
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Hearing Aid Compatible.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 40
11th May 2004 - Issue 11b
4. Terminals
20CC Call Center Terminal
The 20CC agent display terminal is a dedicated turret terminal for call center applications and supports the
following features:
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Message Waiting Light.
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On Hook Dialing.
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Receive & Make Page.
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Headset Capability. (Note: Headsets are separately ordered)
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LCD Display.
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Dual-Color BLF.
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8 Key Direct Station Select.
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Log On/Log Off To Register Each Agents Shift Duration.
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11 Fixed Feature Keys (View, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Log On/Log
Off, Busy Not Available, Busy Wrap Up, Program).
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4 Context Sensitive Soft-Keys.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 41
11th May 2004 - Issue 11b
IP Office Product Description
20DS Unit
The 20DS works in association with your chosen 20 Series display terminal.
It provides your phone with an additional 42 Direct Station Select keys and dual-color Busy Lamp Field (DSS/BLF).
You can associate up to two 20DSs with your IP Office display terminal. Linking kits are provided to link the 20DS
to your display terminal and any additional 20DS unit.
Each 20DS requires its own extension port and an AC (mains) power socket. Each IP Office DT module supports a
maximum of two 20DS units only.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 42
11th May 2004 - Issue 11b
4. Terminals
20DT - DECT Cordless Handset
IP Office DECT Handset features include:
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2 Independent User Profiles for ringer/volume settings.
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36 Character LCD display.
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5 Display Icons.
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Intuitive Keys for driving the display.
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Keys for volume control & off-hook.
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Vibrating ringer.
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10 Number Redial Store.
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80 Number Local Phone Book.
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Keypad lock.
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9 tone ringer options.
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Headset connection.
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Automatic Answer Option (used with headsets).
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10 hours talk time and 90 hours stand by time.
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Lightweight, weighing less than 130gms.
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Pocket size (dimension 143mm x 48mm x 26mm).
Option handset accessories include:•
A desktop charger.
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An adapter cord for use with headsets.
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Handset cover including a robust belt clip.
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Heavy-duty belt clip.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 43
11th May 2004 - Issue 11b
IP Office Product Description
2420D Terminal
The 2420D supports the following features:
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High-end feature set with productivity local call log & speed dial directory.
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Advanced user interface.
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Reduced installation and move costs – no paper labels.
•
Investment protection with downloadable firmware.
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Large screen 7 line x 29 character display.
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Twenty-four call appearance/feature buttons in 3 pages.
•
Adjustable Desk Stand.
•
Fully Global ready (Icons).
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 44
11th May 2004 - Issue 11b
4. Terminals
3810 Wireless Handset
The 3810 supports the following features:
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2-line, 32 character Handset Liquid Crystal Display (LCD)
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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
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10 channels, supporting up to 10 simultaneous conversations
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Headset jack
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Ringer and Handset volume control
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User selectable ring type
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Vibrate alert
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Base Unit and Charger Unit
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 45
11th May 2004 - Issue 11b
IP Office Product Description
4406D Terminal
The 4406 supports the following features:
•
6 Programmable Feature buttons with LED.
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5 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down.
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3 Fixed Feature Keys below the Display: Conference, Transfer, Redial.
•
2 x 16 Character Display.
•
Message waiting indicator.
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Two-way handsfree speaker phone.
•
Hearing aid compatible.
•
Optional wall mounting/desk stand.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 46
11th May 2004 - Issue 11b
4. Terminals
4412D Terminal
The 4412 supports all of the features of the 4406 with the following differences:
•
12 Programmable keys with LED.
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12 Programmable keys without LED.
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4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), & Exit.
•
4 Display Soft Keys below the Display.
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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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 47
11th May 2004 - Issue 11b
IP Office Product Description
4424D Terminal
The 4424 supports all of the features of the 4406 with the following differences:
•
24 Programmable Feature Keys with LED.
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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.
•
7x24 character display.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 48
11th May 2004 - Issue 11b
4. Terminals
DSS4450 Unit
The DSS4450 works in association with the 4412D+ and 4424D+ telephone.
Auxiliary power is required. Each DSS4450 provides an additional 60 Direct Station Select keys and dual color Busy
Lamp Field (DSS/BLF). Each telephone can support 2 DSS4450 adjuncts. No more than 2 DSS4450 adjuncts are
supported per DS Module.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 49
11th May 2004 - Issue 11b
IP Office Product Description
4602 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.
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Message Waiting Indicator.
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Call Monitor Speaker.
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G.711, G.729a/B Voice CODECs.
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QoS Options of - UDP Port Selection, DiffServ and 802.1p/B (VLAN).
•
Single 10/100 BaseT Ethernet port.
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Support for Simple Network management Protocol (SNMP).
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Hearing Aid Compatible.
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Microsoft NetMeeting Compatible.
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IP Address Assignment - DHCP Client or Statically Configured.
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Downloadable firmware for future upgrades.
•
Wall Mountable with included desk/wall mount stand.
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Avaya Grey Color for all markets.
IP Office also supports the 4602SW, which includes all of the above features plus an integrated Ethernet switch for
PC connection.
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Integrated Full Duplex 10/100 BaseT Ethernet Switched ports for connection of PC.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 50
11th May 2004 - Issue 11b
4. Terminals
4606 IP Hardphone
The 4606 supports the following features:
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6 Programmable Feature Buttons With LED.
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5 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down.
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3 Fixed Feature Keys Below The Display: Conference, Transfer, Redial.
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2 X 16 Character Display.
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Message Waiting Indicator.
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Full Duplex Speakerphone With Echo Cancellation.
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G.711, G.722, G.723.1a, G.729a/B Voice CODECs.
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QoS Options Of - UDP Port Selection, DiffServ And 802.1p/B.
•
10/100 BaseT Ethernet Connection.
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Optional Integrated Ethernet Repeater Hub – for Connecting PC To Phone.
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Hearing Aid Compatible.
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Microsoft NetMeeting Compatible.
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IP Address Assignment - DHCP Client Or Statically Configured.
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Infrared Port To Support Future Applications.
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Downloadable Firmware For Future Upgrades.
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Wall Mountable With A Separate Orderable Stand.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 51
11th May 2004 - Issue 11b
IP Office Product Description
4612 IP Hardphone
The 4612 supports all of the features of the 4606 with the following differences:
•
12 Programmable keys with LED.
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4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
•
4 Display Soft Keys below the Display.
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8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
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2x24 Character Display.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 52
11th May 2004 - Issue 11b
4. Terminals
4620/4620SW IP Hardphone
In addition to the features of the 4602/4602SW, the 4620/4620SW supports the following:
•
24 Programmable Feature Keys (presented in 2 pages of 12).
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Automatically labeled from the system (no paper labels).
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6 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down.
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Large graphical gray-scale display (168 x 132 dots).
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5 Fixed Feature Keys below the display: Conference, Transfer, Hold, redial and Drop.
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4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
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Feature Key Module (FKM) interface jack for use with the EU24, 24 button expansion module
(support for this module will be available in a later release of IP office).
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7 Position adjustable desk stand/wall mount stand.
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Infrared (IrDA) port.
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Built-in headset jack.
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Multiple language support built-in: English, French, Italian, Spanish & KataKana.
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8 Personalized ring patterns.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 53
11th May 2004 - Issue 11b
IP Office Product Description
4624 IP Hardphone
The 4624 supports all of the features of the 4606 with the following differences;
•
24 Programmable Feature Keys With LED.
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8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial,Hold, Volume Up & Down.
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4 Display Soft Keys below the display.
•
4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 54
11th May 2004 - Issue 11b
4. Terminals
6408D Terminal
The 6408D supports the following features:
•
Desk/wall-mount.
•
Administrable handsfree operation.
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2 line x 24 character display.
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Speakerphone.
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User administration.
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Time/day default.
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Adjustable display.
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Ringer volume and tone.
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8 Flexible dual LED feature keys.
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8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 55
11th May 2004 - Issue 11b
IP Office Product Description
6416D Terminal
The 6416 supports the following features:
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Desk/wall-mount.
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Administrable handsfree operation.
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2 line x 24 character display.
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Speakerphone.
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Expansion module capable.
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User administration.
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Time/day default.
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Adjustable display.
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Ringer volume and tone.
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16 Flexible dual LED feature keys.
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8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 56
11th May 2004 - Issue 11b
4. Terminals
6424D Terminal
The 6424 supports the following features:
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Desk/wall-mount.
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Administrable handsfree operation.
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2 line x 24 character display.
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Speakerphone.
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Expansion module capable.
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User administration.
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Time/day default.
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Adjustable display.
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Ringer volume and tone.
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24 Flexible dual LED feature keys.
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8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 57
11th May 2004 - Issue 11b
IP Office Product Description
XM24 Unit
The XM24 is an expansion module that works in association with a 6416 or 6424 display phone and provides an
additional 24 Direct Station Select keys and dual-color Busy Lamp Field (DSS/BLF). Only one XM24 per 6416/6424.
Each IP Office DS module supports a maximum of two XM24 units only.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 58
11th May 2004 - Issue 11b
4. Terminals
TransTalk 9040 Wireless Handset
The 9040 supports the following features:
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2x16 character LCD display.
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Intuitive Keys for driving the display.
•
10 feature Keys.
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Vibrating ringer option.
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Fixed Redial button.
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Headset connection.
•
Belt clip.
•
3.5 hours talk time and 22 hours stand by time.
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Lightweight, weighing less than 8oz.
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Pocket size (dimension 6" x 2" x 1").
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A desktop charger.
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Headset option.
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 59
11th May 2004 - Issue 11b
IP Office Product Description
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 60
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 61
11th May 2004 - Issue 11b
IP Office Product Description
Feature / Handset Compatibility
2010 2030 2050 20CC 4406D 4412D 4424D 4602 4606 4612 4620 4624 6408D 6416D 6424D 2420D POT
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IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 62
11th May 2004 - Issue 11b
5. Telephony Functions & Call Handling
2010 2030 2050 20CC 4406D 4412D 4424D 4602 4606 4612 4620 4624 6408D 6416D 6424D 2420D POT
CLI
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*Notes: IP Phones can monitor calls but they cannot be monitored from another extension.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 63
11th May 2004 - Issue 11b
IP Office Product Description
Extension Features
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 64
11th May 2004 - Issue 11b
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:
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Ignore the Call Waiting.
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Disable Call Waiting for the duration of this call.
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Clear the current call and pickup the waiting call.
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Place the current call on hold and pick up the waiting call.
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Suspend the current call into the specified park slot and pick up the waiting call.
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Pass the call to voicemail.
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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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 65
11th May 2004 - Issue 11b
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 IP403/IP406 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. Further conferencing options are available using Conferencing Center as detailed in the
applications section.
Dial Ahead
This facility enables a user, when connected to a call, to establish the status of another extension without having
to place the original caller on hold. The user can see whether the extension is free, busy, unobtainable or on divert
(the divert destination is also shown). Dial ahead enables a user/operator to try several extensions very swiftly
without interrupting the call and to then inform the caller in advance as to where they are being transferred to.
This capability is available with the 20xx terminals and SoftConsole.
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".
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 66
11th May 2004 - Issue 11b
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 67
11th May 2004 - Issue 11b
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 68
11th May 2004 - Issue 11b
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.
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.
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 69
11th May 2004 - Issue 11b
IP Office Product Description
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 IP Office - Small
Office Edition, IP401, IP403, IP406, and IP412 base unit.
•
Note: The IP401 only supports external music on hold.
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 70
11th May 2004 - Issue 11b
5. Telephony Functions & Call Handling
Intrusion Warning Tone
This is a system wide setting that enables or disables warning tones played to users that are being intruded upon.
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.
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.
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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IP Office Product Description
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.
IP Office 2.1
Product Description
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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 (iPhone Manager Pro) 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. 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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Product Description
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IP Office Product Description
IP Hardphones
4602 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.
•
Message Waiting Indicator.
•
Call Monitor Speaker.
•
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.
IP Office also supports the 4602SW, which includes all of the above features plus an integrated Ethernet switch for
PC connection.
•
Integrated Full Duplex 10/100 BaseT Ethernet Switched ports for connection of PC.
•
Auto-negotiation provided separately for each port.
•
802.3 Flow Control.
•
Phone has priority over PC port at all times.
IP Office 2.1
Product Description
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6. IP Telephony, Hard Phones & Soft Phones
4606 IP Hardphone
The 4606 supports the following features:
•
6 Programmable Feature Buttons With LED.
•
5 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down.
•
3 Fixed Feature Keys Below The Display: 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.
•
Optional Integrated Ethernet Repeater Hub – for Connecting PC To 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.
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Product Description
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IP Office Product Description
4612 IP Hardphone
The 4612 supports all of the features of the 4606 with the following differences:
•
12 Programmable keys with LED.
•
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.
•
2x24 Character Display.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
4620/4620SW IP Hardphone
In addition to the features of the 4602/4602SW, the 4620/4620SW supports the following:
•
24 Programmable Feature Keys (presented in 2 pages of 12).
•
Automatically labeled from the system (no paper labels).
•
6 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down.
•
Large graphical gray-scale display (168 x 132 dots).
•
5 Fixed Feature Keys below the display: Conference, Transfer, Hold, redial and Drop.
•
4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options.
•
Full-duplex speaker phone with acoustic cavity for improved sound quality.
•
Feature Key Module (FKM) interface jack for use with the EU24, 24 button expansion module
(support for this module will be available in a later release of IP office).
•
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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IP Office Product Description
4624 IP Hardphone
The 4624 supports all of the features of the 4606 with the following differences;
•
24 Programmable Feature Keys With LED.
•
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
6. IP Telephony, Hard Phones & Soft Phones
IP Softphone (iPhone Manager Pro)
IP Office's Phone Manager Pro can be configured to operate as an IP Softphone – 'iPhone Manager Pro' by use of a
license key.
As with Phone Manager Pro the iPhone Manager Pro offers the same GUI interface for the user to take control of
making and receiving telephone calls. Like Phone Manager Pro, iPhone Manager Pro communicates 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.
iPhone Manager Pro 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:
•
iPhone Manager Pro 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
•
iPhone Manager Pro supports QoS in the form of DiffServ for both Windows XP and Windows 2000 when
used in SoftPhone mode.
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Product Description
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IP Office Product Description
IP Softphone Used as a Wireless Deskset
IP Office's Phone Manager Pro can be configured to operate as an IP Softphone – 'iPhone Manager Pro' 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 iPhone Manager Pro offers the same GUI interface for the user to take control of
making and receiving telephone calls. iPhone Manager Pro 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.
iPhone Manager Pro used as a wireless dekset provides 'a phone within their laptop' with all the features available
as in the office.
Notes:
•
iPhone Manager Pro 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
•
iPhone Manager Pro 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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6. IP Telephony, Hard Phones & Soft Phones
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.
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Product Description
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IP Office Product Description
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.
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Product Description
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6. IP Telephony, Hard Phones & Soft Phones
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.
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Product Description
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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 2.1
Product Description
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6. IP Telephony, Hard Phones & Soft Phones
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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Product Description
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IP Office Product Description
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
IP Office 2.1
Product Description
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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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Product Description
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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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Product Description
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11th May 2004 - Issue 11b
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 are:
•
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).
•
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 IP401, IP403 and
IP406 platforms incorporate an integral dual speed Ethernet hub (10/100 Base-T), while the IP Office - Small Office
Edition and the IP412 support layer 2 and Layer 3 Ethernet Switching respectively, thereby allowing all users to
easily utilize the data networking capabilities of IP Office.
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.
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8. LAN/WAN Services
Data Networking Features
Integral 10/100 Hub
•
401, 403 & 406 Only.
Each IP Office, with the exception of the IP412 Office, is equipped with an integral 10/100 Auto-sensing hub. The
IP403 Office and IP406 Office offer 8 hub ports, and the IP401 Compact Office offers either 4 or 8 dependent on
the version. 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 Only.
All the IP Office - Small Office Edition platforms provide a four 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 intended for connecting to external xDSL or Cable
Modems. This fifth port is Layer 3 switched to the other four ports as described below.
Integral 10/100 Mbit Layer 3 Ethernet Switch
•
IP Office - Small Office Edition & IP412 Only.
In place of the integral HUB ports available on the other platforms, the IP412 Office supports a two-port Ethernet
switch. Both of these switched ports have their own IP address. 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 Ethernet switch and its 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. The Applications
Introduction to IP Office Applications
One of the key strengths of the IP Office range is its level of application support. The applications on IP Office can
be broadly divided into three categories: Personal Productivity (such as Voicemail, Integrated Messaging, Soft
Phones and On-Site Mobility), Business efficiency (such as Operator Console and Automated Attendant) and
Customer Relationship Management (CRM).
Covered in this section are:
•
SoftConsole
•
Voicemail
•
Voicemail Embedded
•
Voicemail Lite
•
Voicemail Pro
•
Centralized Intuity Audix
•
Phone Manager
•
Audio Conferencing
•
Conferencing Center
•
Cordless Solutions
For Contact Center and CRM applications, please see IP Office Contact Center/CRM Solutions Product Overview.
For system management and reporting tools, please see Management Utilities.
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IP Office Product Description
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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9. The Applications
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.
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IP Office Product Description
•
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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9. The Applications
•
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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IP Office Product Description
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,
IP Office directory and Microsoft Outlook contacts. Secondly the operator is able to configure, which fields
will be displayed for each individual directory entry.
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9. The Applications
•
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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IP Office Product Description
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 such as 20xx, 24xx, 64xx, 46xx and 44xx. 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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Product Description
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9. The Applications
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
•
Voicemail Embedded (IP401 and Small Office Edition Only)
•
with Auto Attendant (IP Office - Small Office Edition only)
•
Voicemail Pro networked with other voicemail systems
•
Centralized Intuity Audix
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 98, NT, 2000 or XP 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
Voicemail Embedded is the preferred option. Voicemail Embedded uses the Voice Compression Module (VCM) and
can be used on the IP Office - Small Office Edition to provide an entry-level voicemail service and Auto Attendant –
See IP Office - Small Office Edition section, or can be used on the IP401 Compact Office to provide an entry-level
voicemail service.
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
Centralized Intuity Audix
Where IP Office is deployed in Definity/Multi-Vantage/ACM Environments it may be desirable to utilize the Intuity
Audix, connected to the Definity/Multi-Vantage/ACM, to provide voicemail services to IP Office users. Connectivity
between IP Office and the Definity must be either a E1 or T1 circuit or an IP trunk running QSig services. In
addition to the IP Office license Key (IP400 AUDIX RFA) that enables this service, further license keys may be
required on the Definity/Multi-Vantage/ACM.
Voicemail Embedded
(IP401 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), Voicemail Embedded may be the preferred option to enable an entry-level voicemail service.
Voicemail Embedded uses Voice Compression Module and can be installed on the IP401 Compact Office to provide
an entry-level voicemail service. See the Voicemail Feature Comparison table for functional details and the IP Office
- Small Office Edition section for further details. A memory upgrade is required on IP401 Compact Office systems.
IP Office – Small Office Edition uses its own Voice Compression resources and a PCMCIA card.
The maximum number of messages stored is only restricted by the memory capacity (currently about 3 hours on
the IP401, on the IP Office - Small Office Edition the embedded Voicemail is provided on a 64MB memory card
providing 10 hours recording time).
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 (31 days when
running Intuity TUI). 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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9. The Applications
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.
•
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.
•
Voice Forms/Questionnaire Mailboxes (Campaign Manager).
•
Networked Messaging support for inter-working with other Avaya voicemail systems.
•
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.
•
Comprehensive support of the Intuity Telephone User Interface.
•
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.
Further details on some of the Voicemail Pro Manager functionality listed above are described later in this section.
Further information on Queue Announcements, Call Recording and Campaign Manager can be found in Compact
Contact Center (CCC).
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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9. The Applications
Networked Voicemail Environments – 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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IP Office Product Description
Auto Attendant
In addition to its advanced voicemail facilities, Voicemail Pro provides an easy-to-use, multi-level configuration tool
'the Voicemail Pro Manager' which allows network managers and system administrators to construct an interactive
system, based upon DTMF telephone key entry.
At its most basic, this allows an Auto-Attendant system to be built and configured to suit the way the company
operates in the best interests of staff efficiency and customer service, be that on its own, or as a back-up for the
regular operator when call volumes are high. Voicemail Pro also offers the ability to enter the name of the person
via DTMF key entry, after which the auto-attendant offers the caller a possible name that matches or if there is
more than one, a selection list is provided and allows the caller to select which one they wish to call.
As an example, Voicemail Pro can be used to build an Auto-Attendant that prompts callers to "enter 1 for sales, 2
for support, 3 for admin, or 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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Product Description
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9. The Applications
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.
To 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 GUI 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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9. The Applications
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 GUI.
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 2.1
Product Description
•
Chinese
•
Dutch
•
English (UK)
•
English (US)
•
French (Standard)
•
German
•
Japanese
•
Italian
•
Korean
•
Norwegian
•
Portuguese (Brazilian)
•
Russian
•
Spanish
•
Spanish (Latin)
©Copyright 2004 Avaya Inc. All rights reserved.
Page 124
11th May 2004 - Issue 11b
9. The Applications
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 125
11th May 2004 - Issue 11b
IP Office Product Description
Personal Numbering
Contact-ability is all-important in winning and maintaining business. Voicemail Pro offers users the ability to
remotely turn their voicemail on or off, set their email forwarding, edit their call forwarding and follow me
numbers. Together these actions provide a comprehensive Personal Numbering service for the user who needs to
remain in contact regardless of their physical location.
Diagram illustrating personal numbering
Extended Personal Greetings
In Intuity 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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 126
11th May 2004 - Issue 11b
9. The Applications
Interaction of Voicemail with Email Systems (Unified Mailbox)
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 2.1
Product Description
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Page 127
11th May 2004 - Issue 11b
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 128
11th May 2004 - Issue 11b
9. The Applications
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 129
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
. A private message is indicated
Page 130
11th May 2004 - Issue 11b
9. The Applications
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 131
11th May 2004 - Issue 11b
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".
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. Recordings can be directed to the called
extension’s voicemail box or to any other mailbox for later retrieval. 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).
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 132
11th May 2004 - Issue 11b
9. The Applications
Voicemail Feature Comparison
Platform Support
Voicemail Embedded
Voicemail
Lite
Voicemail Pro
IP Office - Small Office Edition
Yes (Utilizes in built VCM resources)
Yes
Yes
IP401
Yes (Requires VCM and Memory
Upgrade)
Yes
Yes
IP403
No
Yes
Yes
IP406
No
Yes
Yes
IP412
No
Yes
Yes
Capacities
Voicemail
Voicemail Embedded
Number of
Mailboxes
supported
Up to 100 on 401, no specific limit on No Limit
IP Office - Small Office Edition.
Maximum Number 2 simultaneous calls on IP 401
of Concurrent Calls From 1-10 simultaneous calls on IP
(ports)
Office - Small Office Edition
depending up on available VCM
resources
Voicemail Lite
4 simultaneous calls on IP
Office - Small Office Edition,
IP403, IP406 and IP412
Voicemail Pro
No Limit
Up to 30 dependent on
license & platform
(IP Office - Small Office
Edition=10, IP401=2,
IP403=10,
IP406=20, IP412=30)
Recording Time
IP401: approx. 3 hours
IP Office - Small Office Edition: 10
hours minimum
IP Office 2.1
Product Description
PC dependent (Requires 1MB
per minute)
©Copyright 2004 Avaya Inc. All rights reserved.
PC dependent
(Requires 1MB per
minute)
Page 133
11th May 2004 - Issue 11b
IP Office Product Description
Features
Voicemail
Embedded
Voicemail Lite Voicemail Pro
Runs as NT Service
No
No
Yes
Multi-lingual support
Yes
Yes
Yes
Voicemail services for Individual users
Yes
Yes
Yes
Voicemail services for Virtual users
Yes
Yes
Yes
Voicemail services 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
Visual Voice on 20XX digital handsets
No
Yes (limited
support)
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
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 134
11th May 2004 - Issue 11b
9. The Applications
•
*Intuity mode only.
•
**Remote access can be provided via the embedded Auto Attendant on the Small Office Edition.
In-Queue Announcements
Voicemail
Embedded
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
Voicemail
Embedded
Voicemail Lite Voicemail Pro
Auto-Attendant/Audiotex
Multi-Level Tree Structure
Single tier option No
on IP Office Small Office
Edition, not
available on
IP401
Yes
Message Announcements
No
No
Yes
Whisper Announce
No
No
Yes
Alarm Calls
No
No
Yes
Assisted Transfers
No
No
Yes
Voicemail
Embedded
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
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
Other Features
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 135
11th May 2004 - Issue 11b
IP Office Product Description
IP Office Voicemail Pro Intuity Audix Emulation Features
Intuity Feature support
VoiceMail Pro support
*4 (or *H)
Help
Yes
*7 (or *R)
Return to main menu
Yes
*9 (or *W)
Wait
Yes
**6 (or **N)
Look up number/name
Yes
**9 (or **X)
Exit system
Yes
0 or *0
Transfer call to operator
Yes
*3 (or *D)
Delete
Yes
**8 (or **U)
Un-delete
Yes
**4 (or **H)
Hold message in category
Yes
*8 (or *T)
Transfer out
Yes
**7 (or **R)
Log in again
Yes
Voicemail Box
Feature
Basic Commands
Options whilst listening to messages
9
Increase speed
Not supported
8
Decrease speed
Not supported
4
Increase volume
Not supported
7
Decrease volume
Not supported
6
Skip forward
Yes
5
Skip backwards
Yes
*6
Skip to next message component
Yes
*5
Skip to previous message component
Yes
2 or (*2)
Rewind to start of message (skip to
previous message)
Yes
3
Play back header after pressing 2
Yes
*1
Print fax or text
Available as an option but fax messages not
currently supported
Options for addressing voicemails
*2 (or *A)
Alternate between name and number
addressing
Yes
*5 (or *L)
Use mailing list for addressing
Support planned for November 2004
Responding to a message
0
Call the sender
Yes provided Caller ID is provided.
1
Reply to the sender by voicemail
Yes
2
Forward with comment at beginning
Yes
3
Forward with comment at the end
Yes
4
Record and address a message
Yes
Main Feature Support
1
Record/Send messages
Yes
2
Get messages
Yes
3
Create greetings
Yes
4
Outgoing and filed messages
Not supported
5
Personal Options
Support for options 4-7.
Option 1, to manage distribution lists planned
for November 2004.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 136
11th May 2004 - Issue 11b
9. The Applications
6
Outcalling
Support planned for November 2004
7
Autoscan/Autoprint
Autoscan supported
Voicemail System Requirements
•
Any IP Office system.
•
Any desktop telephone.
•
Ethernet attached PC running Microsoft Windows 98/NT/2000/XP/2003, with the following minimum
recommended specification.
•
Voicemail Lite:
Pentium 4, 2.4GHz or higher.
•
Voicemail Pro:
Pentium 4, 2.8GHz or higher with 256 MB of RAM minimum.
•
Voicemail Pro with Integrated Messaging Pro/Campaign Manager:
Pentium 4, 2.8GHz or higher with 512 MB of RAM
•
Voicemail Pro TTS, IMS, Campaign Manager and Third Party Database:
Pentium 4, 2.8GHz or higher with 512 MB Ram (98,NT) or 1024Mb Ram (Win2K/XP/2003)
minimum, HD minimum 20GB (preferably 7200rpm for better performance), 2GB for Operating
System and VoiceMail Pro plus free space for voicemail storage.
Attempting to run the voicemail server on a lower specification PC may cause degradation of operation.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 137
11th May 2004 - Issue 11b
IP Office Product Description
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 iPhone Manager Pro.
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 IP SoftPhone variant adds PC-based telephony via a sound card to the product. See Section 6, IP Telephony for details.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 138
11th May 2004 - Issue 11b
9. The Applications
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 terminal or an IP hardphone, along with a networked PC on your desk, Phone
Manager allows employees to take total control of their phone calls from their PC.
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.
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.
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.
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. 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.
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).
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 139
11th May 2004 - Issue 11b
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.
•
Private 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.
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.
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Product Description
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9. The Applications
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 max
Yes
Busy lamp field (via speed dial).
Yes - 15 max
Yes
Local Phone Directory.
Yes
Call history log – in, out, missed, messages.
Yes
Separated incoming/outgoing call log.
Collect new voicemail messages.
Yes
Yes
Yes
Yes
Voicemail box control (Intuity and IP Office modes).
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 contact record creation.
Yes
Agent Mode.
Yes
Distinctive Ringing (WAV file).
Yes
Advice of Charge Indication
Yes
(this feature is only supported in Greece & Germany).
Conferencing Center.
Yes
Yes
Post Connect dial
(sending DTMF whilst connected to another party).
Yes
Yes
VoIP mode (to run as an IP softphone)
Option
System Requirements
•
Any IP Office system and supported telephone.
•
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)
•
iPhone Manager Pro (IP softphone 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.
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11th May 2004 - Issue 11b
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 terminal or an IP hardphone, along with a networked PC on your desk, Phone
Manager allows employees to take total control of their phone calls from their PC.
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.
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.
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.
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. 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.
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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Product Description
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9. The Applications
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.
•
Private 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.
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 143
11th May 2004 - Issue 11b
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 max
Yes
Busy lamp field (via speed dial).
Yes - 15 max
Yes
Local Phone Directory.
Yes
Call history log – in, out, missed, messages.
Yes
Separated incoming/outgoing call log.
Collect new voicemail messages.
Yes
Yes
Yes
Yes
Voicemail box control (Intuity and IP Office modes).
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 contact record creation.
Yes
Agent Mode.
Yes
Distinctive Ringing (WAV file).
Yes
Advice of Charge Indication
Yes
(this feature is only supported in Greece & Germany).
Conferencing Center.
Yes
Yes
Post Connect dial
(sending DTMF whilst connected to another party).
Yes
Yes
VoIP mode (to run as an IP softphone)
Option
Phone Manager System Requirements
•
Any IP Office system and supported telephone.
•
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)
•
iPhone Manager Pro (IP softphone 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.
IP Office 2.1
Product Description
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9. The Applications
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 Product Description
IP Office Meet-Me Conferencing Solution
The built-in conferencing solution within IP Office enables multiple locations to participate in an audio conference.
This allows on-site personnel as well as external parties (whether field-based engineers, sales staff on the road,
customers or suppliers) to 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 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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Product Description
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9. The Applications
IP Office Conferencing Capacity
The IP Office platforms provide maximum flexibility for conferencing. Today IP403 and IP406 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
IP412
T1/PRI-T1
3
48/46
48/46
96/92
IP
3
20
20
60
Internal users
3
64
64
2x64
Total max.
3
64
64
2x64
Rest of the World
Maximum
Participants
IP Office - Small
Office Edition
IP401
IP403
IP406
IP412
ISDN
3
3
60
60
120
IP
3
3
20
20
60
Internal users
3
3
64
64
2x64
Total max.
3
3
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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Product Description
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IP Office Product Description
Voicemail Pro Requirements (if PIN codes or guidance are required)
Dial in prompts and PIN codes for security were added with Voicemail Pro Release 1.3. This facility simply requires
the Voicemail Pro system license offering simultaneous access to 4 people i.e. 4 participants can type in the PIN or
access a menu at the same time. Once they are on the conference bridge, Voicemail Pro ports are free for other
users. If additional simultaneous accesses are required, further Voicemail Pro ports licenses (in steps of 2-port
increments) can be added (up to 10 ports on IP Office - Small Office Edition and the IP403, 20 ports on the IP406
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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Product Description
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9. The Applications
IP Office Built-In 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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Product Description
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IP Office Product Description
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.
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Product Description
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9. The Applications
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
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.
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IP Office Product Description
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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Product Description
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9. The Applications
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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Product Description
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IP Office Product Description
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 450Mhz (1.4Mhz recommended) or above with 256MB RAM (512MB + recommended)
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).
IP Office 2.1
Product Description
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9. The Applications
Digit 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.
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IP Office Product Description
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). The
Compact DECT CU is connected to the IP Office control cabinet by 2 wire analogue 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 terminals 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 2.1
Product Description
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11th May 2004 - Issue 11b
9. The Applications
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
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Product Description
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IP Office Product Description
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 158
11th May 2004 - Issue 11b
9. The Applications
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 20 Series terminal to a cordless handset. This is
particularly useful for extension users who are desk-based most of the time and want access to the full
range of features available to 20 Series extension users, but who need to be accessed quickly and
efficiently when away from their desk.
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)
•
20DT - DECT Cordless Handset - IP Office's DECT Handset, the 20DT, forms an integral part in
the IP Office terminal range in terms of design and functionality. The 20DT incorporates design
ideals from GSM technology phones into the work place through its modern and robust shape. The
20DT is described in section 3 referring to Terminals.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 159
11th May 2004 - Issue 11b
IP Office Product Description
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
9. The Applications
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
IP Office Product Description
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 162
11th May 2004 - Issue 11b
9. The Applications
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 163
11th May 2004 - Issue 11b
IP Office Product Description
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 164
11th May 2004 - Issue 11b
9. The Applications
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 165
11th May 2004 - Issue 11b
IP Office Product Description
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 control unit. 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 166
11th May 2004 - Issue 11b
10. The Contact Center
IP Office Contact Center/CRM Solutions Product Overview
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 small 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
•
MultiMedia Module for CCC (New for Version 4)
Compact Business Center
IP Office Compact Business Center is an entry-level management tool for small customer facing departments,
typically handling from 2 to 15 agents. It provides graphs on real-time and historical information (up to 31 days)
for up to three groups, as well as providing system-wide information on the operation of the system as a whole. It
provides information on key performance indicators of the business - lost calls, trunks free, agents free, queuing
time and much much more.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
IP Office Product Description
Compact Contact Center
IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes
from 2 to 75 agents. The following modules are available as part of the CCC software application:
•
CCC Server
Provides one supervisor position, with real-time information view, management by exception, plus
historical reports for any aspect of the contact center. Also included are 5 agents, and one full-functionality
PC-based wallboard. Up to 70 standard reports can be produced. All users can immediately use a PC-based
wallboard to view basic statistics for the whole contact center.
•
Report Manager
A easy to use application that allows the supervisor to create and schedule reports on all the activity of the
contact center. Scheduling, saving to HTML and PDF, and easy to read descriptions are built in to the
Report Manager product.
•
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.
•
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, iPhone Manager Pro 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.
•
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.
•
Additional Supervisor Positions
As many as 5 supervisor positions can be purchased in total for CCC. This provides a supervisor with the
ability to monitor in real time the service being provided to callers.
•
Report Designer
Provides supervisors with the ability to create their own customized reports on the contact center's activity
•
Agent Rostering interface
CCC works with a number of workforce rostering packages, including Blue Pumpkin and Qmax. This
module enables the interoperability of these packages with the Compact Contact Center.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 168
11th May 2004 - Issue 11b
10. The Contact Center
MultiMedia Module for CCC
The MultiMedia Module provides CCC with new routing schemes. It will also provide combined
reporting for all interactions within the contact center. There are several queue types supported in
the MMM; they are:
•
Email Queues.
•
Chat Queues.
•
Web Callback.
•
Proactive List Dialing.
IP Office MultiMedia Module extends the routing and reporting of voice calls into the realm of emails
and chat sessions initiated via a web browser. In this way, 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.
Overview of the Compact Contact Center
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
IP Office Product Description
Compact Business Center
Compact Business Center
Compact Business Center is enabled by a license key 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), powers the server piece. 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.
•
Department/Hunt Groups.
•
Period start time (24hr period).
•
Period end time (24hr period).
Compact Business Center Example
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
10. The Contact Center
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.
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
IP Office Product Description
Compact Contact Center (CCC)
Compact Contact Center (CCC)
Compact Contact Center is a pre-packaged suite of 4 modules that runs as a client/server application. The suite of
pre-packaged modules consists of:
•
Call Center View.
•
Wallboard Manager.
•
Report Manager.
•
MultiMedia Module.
It is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP
Office. The Compact Contact Center has been designed to allow customers to manage their customer facing
department or contact center effectively and improve the service they provide to their customers.
The product consists of a set of fully 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 whilst accuracy is assured through the single configuration database
held on IP Office.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 172
11th May 2004 - Issue 11b
10. The Contact Center
Call Center View
Whilst Wallboard Services are useful for monitoring the service provided by the Customer facing department in real
time, human resource management is required to manage customer service effectively. 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.
Many traditional management information systems (MIS) rely on a busy supervisor constantly monitoring queues
and agents. Avaya have taken the approach that allows Call Center View to do the work and only informs the
supervisor when a problem has or is about to occur i.e. exception management and reporting. Alarms may be set
on up to 16 parameters per device, 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 2.1
Product Description
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IP Office Product Description
Wallboard Manager
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 Manager is a PC based
application utilizing a standard PC running Windows NT4/2000/XP.
The Wallboard Manager architecture has been designed to be upgradeable as users requirements expand, allowing
the same PC hardware platform to be used to support additional CCC modules. 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 local 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
407689827
Spectrum Wallboard Master Kit US
Not Applicable
407679174
Spectrum Wallboard Master Kit UK
5340-UKK
408097350
Spectrum Wallboard Master Kit Europe
5340-IKT
407689892
Wireless Keyboard (Remote Control)
5340-905
161336
IP 400 CCC Wallboard 4 RFA
License key required supporting 4 wallboards.
Not Applicable
176196
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
10. The Contact Center
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.
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.
CCC version 4 also provides a supervisor template that will prevent users from continually changing the parameters
without permission.
Report Manager and Report Designer
The Report Manager provides in depth historical reporting on the customer facing department's activity. Report
Manager provides 48 standard reports for measuring both overall contact center call handling and individual/team
performance to enable improved human resource management. These standard report templates may be
parameterized by the user (in terms of date range, group, shift etc) to create their own 'management ready'
reports. These reports can be scheduled to run at a specified date and time, or repeated at defined intervals.
Optionally Report Designer may be added to allow the user to create custom reports, or modify and change
standard reports, providing total flexibility in the presentation of traffic and agent information. Report Designer is
aimed at the contact center manager who requires a greater degree of flexibility via completely tailorable reports
and ad hoc querying to allow better informed decisions. Report Designer adds the flexibility of only generating
reports when exceptions occur and allows reports to be exported in a variety of formats.
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Product Description
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IP Office Product Description
Reporting Enhancements in CCC Version 4
•
Supervisors can now schedule reports to be delivered to various places within the contact center.
•
Reports can now be delivered to multiple recipients via email in the following formats; PDF, HTML, and
REP.
•
Reports can also be scheduled for delivery to multiple printers within the network at the same time.
CCC Reports
1. Account Code Log by Agent Group (All
Media).
37. External Transferred Account Code.
2. Account Code Log by Agent Group
(Graphical - All Media).
39. Incoming Duration Summary (All Media).
3. Account Code Log by Agent Group
(Graphical).
4. Account Code Log by Agent Group.
5. Account Code Log by DDI (Graphical).
6. Account Code Log by DDI.
7. Account Code Log by Pilot (Graphical).
8. Account Code Log by Pilot.
9. Account Code Log by Target (Graphical).
10. Account Code Log by Target.
11. Agent Activity Trace.
12. Agent Activity.
38. Incoming DDI Summary.
40. Incoming Duration Summary.
41. Incoming Pilot Summary.
42. Lost Call CLI.
43. Multi-Media Summary.
44. Outgoing Account Code Costing Log (All
Media).
45. Outgoing Account Code Log (All Media).
46. Outgoing Account Code Log (Graphical).
47. Outgoing Account Code Log.
48. Outgoing Most Common Destination by
Agent Group.
49. Pilot Call Duration.
13. Agent Callback Request.
50. Pilot Distribution by Target.
14. Agent Group Busy Status.
15. Agent Group Graphical Summary (All Calls).
16. Agent Group Graphical Summary (All Media).
17. Agent Group Graphical Summary.
18. Agent Group Member Call Duration Report
(All Calls).
19. Agent Group Member Duration (All Media).
20. Agent Group Member Duration.
21. Agent Group Tabular Summary (All Calls).
22. Agent Group Tabular Summary.
23. Agent Group Tabular.
24. Agent Individual (All Media).
25. Agent Individual.
26. Agent Tabular (All Media).
27. Agent Tabular.
28. Customer Tracking by Call Identifier.
29. Customer Tracking by CLI.
30. DDI Call Duration.
31. DDI Distribution by Target.
32. DDI Distribution.
51. Pilot Distribution.
52. Pilot Response.
53. Pilot Routing.
54. Pilot Summary (All Calls).
55. Pilot Summary
56. System Summary.
57. Target Graphical Summary (All Media).
58. Target Graphical Summary.
59. Target Member Duration (All Media).
60. Target Member Duration.
61. Transfer Call Tracking Detail by Agent.
62. Trunk Group Activity.
63. Trunk Group Busy.
64. Trunk Group Call Duration.
65. Trunk Group Response.
66. Trunk Group Summary.
67. VM Call Flow Monitor by Call Flow Name.
68. VM Call Flow Monitor by Topic.
69. VM Call Flow Monitor.
70. VM Summary.
33. DDI Response.
34. DDI Routing.
35. DDI Summary (All Calls).
36. DDI Summary.
Multi Media Report Integration
When using the MultiMedia Module (MMM) within the contact center, all agent interactions when logged in, be they
email, chat, and of course, over the phone, will be captured and reported on. This is represented by several new
reports that tabulate the media interactions within the center.
IP Office 2.1
Product Description
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10. The Contact Center
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.
MMM 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 E-mail 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, E-mail, 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.
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IP Office Product Description
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, E-mail
messages, Web calls, and Web Chats and can communicate with group members from one centralized
view.
•
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
10. 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.
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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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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11th May 2004 - Issue 11b
10. 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
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
12 months +
Pre-defined reports
None
48
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
Win 2000
Win 2000
PC Wallboard
Not available
Optional
Report Designer
Not available
Optional
WFM Interface
Not available
Optional
Agents
N/A
75
Supervisor
3
5
IP Office 2.1
Product Description
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IP Office Product Description
Technical Description/Configuration
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 requirements for both the server and client platforms as follows:
Compact Business Center
Server PC (Delta Server):
•
•
Operating Systems Supported:
•
Windows 2000 Server SP2 and later.
•
Windows XP Professional.
•
Windows 2000 Professional SP2 and later.
PC Specification:
•
Pentium III 500MHz or higher.
•
10GByte hard disk.
•
Minimum 256 Mbytes of RAM.
Client PC:
•
•
Operating Systems Supported:
•
Windows 2000 Server SP2 and later.
•
Windows XP Professional.
•
Windows XP Home.
•
Windows 2000 Professional SP2 and later.
•
Windows NT Workstation SP6.
•
Windows 98.
PC Specification:
•
Pentium III 500MHz or higher.
•
Minimum 128 Mbytes of RAM.
IP Office 2.1
Product Description
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10. The Contact Center
Customer Contact Center
Server PC (Delta Server):
Supporting a maximum of 5 Supervisor Positions:
•
•
Operating Systems Supported:
•
Windows 2000 Server SP2 and later.
•
Windows NT Server SP6.
•
Windows 2000 Professional SP2 and later.
Use of Windows 2000 Professional is recommended only in small contact centers (10 agents) that
have low call volumes (300-500 calls per day), if you are unsure whether these parameters are
being met in the customer's business, use the server configurations.
PC Specification:
•
Pentium III 800MHz or higher with 1 x 10GByte hard disk.
•
Minimum 256 Mbytes of RAM.
Client PC:
Supervisor running CCV, Wallboard Manager, Report Manager
•
•
Operating Systems Supported:
•
Windows XP Professional.
•
Windows 2000 Professional SP2 or higher.
Note: Use of Windows 2000 Professional is recommended only in small contact centers (10 agents)
that have low call volumes (300-500 calls per day), if you are unsure whether these parameters
are being met in the customer's business, use the server configurations.
•
Windows NT Workstation SP6.
•
Windows 98.
PC Specification:
•
Pentium III 500MHz or higher.
•
1 GByte hard disk.
•
Minimum 128 Mbytes of RAM.
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
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).
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Product Description
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10. 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.
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IP Office Product Description
Computer Telephony Integration
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.
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10. 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).
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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 programme, called the Developer Connection
Programme.
The Developer Connection Programme ("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 programme 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 programme can be found at: www.devconnectprogram.com.
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, an example of the
screen pop associated with the application is shown below.
IP Office 2.1
Product Description
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11. 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.
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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 2.1
Product Description
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11. Common Management Utilities
Installation and Administration Wizard
The Installation and Administration 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.
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 Wizard has three versions, IP Office - Small Office Edition Wizard, IP Office Installation and Maintenance
Wizard and Modifications Wizard for Users and Hunt Groups.
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 Embedded Voice Mail and 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 Maintenance 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 within the Voice Mail Auto Attendant.
The Maintenance and Modifications 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 prevents unintentional
system changes while providing a simple and intuitive interface for the most commonly accessed system
management functions – users and hunt groups.
IP Office 2.1
Product Description
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Page 191
11th May 2004 - Issue 11b
IP Office Product Description
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)
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
IP Office 2.1
Product Description
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11th May 2004 - Issue 11b
11. Common Management Utilities
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 2.1
Product Description
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Page 193
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IP Office Product Description
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 2.1
Product Description
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11. Common Management Utilities
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 2.1
Product Description
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IP Office Product Description
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 2.1
Product Description
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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.
•
IP401 Compact Office Digital Terminal 4
•
IP403 Compact Office DT
•
IP406 Office
•
IP412 Office
•
Factory Configurations
•
Country Availability
IP Office 2.1
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IP Office Product Description
IP401 Compact Office Digital Terminal 4
Scenario:
A customer requiring a voice and data solution for a warehousing facility remote from a regional office. Three
administrators and two pickers staff the warehouse.
This configuration provides support for four Avaya 20 series digital terminals, one for each of the administrators,
leaving a spare port for future growth. Up to four analog telephones (POTS), two of which support a DECT wireless
solution to allow the pickers freedom of movement, with one of the remaining ports being used for a fax machine.
The eight port 10/100M Hub allows the local PCs and Printers to be networked. Connectivity for all voice and data
traffic between the Warehouse and the regional office is carried over the optional IP401 WAN interface using Voice
over IP and standards based compression (through the optional IP400 VCM 5 media card). Two ISDN ports allow
up to four simultaneous calls to the public network.
Kit List
•
IP401 Compact Office DT4.
•
IP401 Compact Office WAN Expansion.
•
IP400 Office Voice Compression Module 5.
•
2 x 2030 Display Terminals.
IP Office 2.1
Product Description
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A: Configurations and Factory Build Options
IP403 Compact Office DT
Scenario:
A customer with sophisticated telephony requirements, needing 30 exchange lines and 80 Display Terminals.
This configuration provides support for 98 Avaya 20 series digital terminals (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 Compact 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 DT PRI 30 E1.
•
3 x IP400 Digital Terminal Module 30.
•
80 x 2030 Display Terminals.
IP Office 2.1
Product Description
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IP Office Product Description
IP406 Office
Scenario 1:
A business requiring 60 analog Telephones and 8 Basic Rate ISDN lines (16 channels).
The IP406 Office BRI 16 with two IP400 Office Phone 30 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. Additional lines can be added by replacing one of the BRI interfaces for a Primary rate.
Kit List
•
IP406 Office BRI 16.
•
2 x IP400 Office Phone Module 30.
Scenario 2:
A business requiring 180 analog Telephones and 60 lines.
The configuration illustrates a fully configured IP406 Office providing 180 extensions and 60 trunks. Factory
shipped with a single PRI the system is fitted with an extra trunk card in its spare slot to provide the additional 30
lines.
Kit List
•
IP406 Office PRI 30 E1.
•
IP400 PRI E1 Media Card.
•
6 x IP400 Office Phone Module 30.
IP Office 2.1
Product Description
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A: Configurations and Factory Build Options
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 Terminals.
IP Office 2.1
Product Description
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IP Office Product Description
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 'iPhone Manager Pro' 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
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A: Configurations and Factory Build Options
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 - 4T+4A+8DT(3 VC) INT (700280225)
Providing four analog trunks (not US), four analog extensions and eight Digital Terminals. 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+8DT(16 VC) INT (700280233)
Providing four analog trunks (not US), four analog extensions and eight Digital Terminals. 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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 203
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IP Office Product Description
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.
Factory Configured Base Modules
• IP401 Compact Office DT2 (700184617)
IP401 Compact Office supporting - 2 x 20 Series Digital Terminals, 2 Plain Ordinary Telephones (CLI), 1 x
ISDN Basic Rate (2 lines), 4 Port 10/100M Ethernet Hub, USB port and DTE port for Terminal Adaptor or
TPAD applications, Music on Hold input and 2-switch external Door relay control port.
•
IP401 compact Office DT4 (700184633)
IP401 Compact Office supporting - 4 x 20 Series Digital Terminals, 4 Plain Ordinary Telephones (CLI), 2 x
ISDN Basic Rate (4 lines), 8 Port 10/100M Ethernet Hub, USB port and DTE port for Terminal Adaptor or
TPAD applications, Music on Hold input and 2-switch external Door relay control port.
•
IP403 Office DT-BRI 8 (700184641)
IP403 Office Digital Terminal supporting - 8 x 20 Series Digital Terminals, 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 ISDN Basic Rate card giving 8 lines (IP400 Office Quad BRI). Expandable by 3
Expansion Modules.
•
IP403 Office DT-PRI 30 E1 (700184658)
IP403 Office Digital Terminal supporting - 8 x 20 Series Digital Terminals, 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 ISDN Primary Rate/E1 card giving 30 lines (IP400 Office PRI E1). Expandable by 3
Expansion Modules.
•
IP403 Office DS-PRI 24 T1 (700184666)
IP403 Office Digital Station supporting - 8 x 44 or 64 Series Digital Terminals, 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 44 or 64 Series Digital Terminals, 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 Office BRI 16 (700184682)
IP406 Office supporting - 8 port Ethernet Hub, 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 two quad ISDN Basic Rate
card giving 16 lines (IP400 Office Quad BRI). Expandable by 6 Expansion Modules.
•
IP406 Office PRI 30 E1 (700184690)
IP406 Office supporting - 8 port Ethernet Hub, DTE, 1 x X.21/V35 WAN port, Music on Hold input and 2switch 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 6 Expansion Modules.
•
IP406 Office PRI 24 T1 (700184708)
IP406 Office supporting - 8 port Ethernet Hub, 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 6 Expansion Modules.
•
IP406 Office Analog 4 (700184716)
IP406 Office supporting - 8 port Ethernet Hub, 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 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
IP Office 2.1
Product Description
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A: Configurations and Factory Build Options
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.
IP401 Compact Office Upgrades
•
IP401 Compact Office WAN Expansion (700185093)
IP401 Compact Office WAN Expansion is an internally fitted card for the IP401 Compact Office providing a
single X.21/V.35 WAN port.
•
IP401 Compact Office Memory Expansion (700198351)
IP401 Compact Office Memory Expansion is a plug in SIM required for the embedded voicemail option. Not
required for the external Voicemail Lite.
•
IP401 Compact Office Expansion Digital Terminal 2 (700185085)
IP401 Compact Office Expansion Digital Terminal 2 is a kit for converting an IP401 Compact Office DT2
into an IP401 compact Office DT4.
IP Office Expansion Modules
•
IP400 Office Phone Module 8 (700184773)
Adds an additional 8 Plain Ordinary Telephone ports to the IP403, IP406 and IP412.
•
IP400 Office Phone Module 16 (700184781)
Adds an additional 16 Plain Ordinary Telephone ports to the IP403, IP406 and IP412.
•
IP400 Office Phone Module 30 (700184799)
Adds an additional 30 Plain Ordinary Telephone ports to the IP403, IP406 and IP412.
•
IP400 Office Digital Terminal Module 16 (700185606)
Adds an additional 16 Digital Terminal ports to the IP403, IP406 and IP412, to support 20 Series Digital
Terminals.
•
IP400 Office Digital Terminal Module 30 (700185069)
Adds an additional 30 Digital Terminal ports to the IP403, IP406 and IP412, to support 20 Series Digital
Terminals.
•
IP400 Office Digital Station Module 16 (700184807)
Adds an additional 16 Digital Station ports to the IP403, IP406 and IP412, to support 44 and 64 Series
Digital Terminals.
•
IP400 Office Digital Station Module 30 (700184880)
Adds an additional 30 Digital Station ports to the IP403, IP406 and IP412, to support 44 and 64 Series
Digital Terminals.
•
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.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 205
11th May 2004 - Issue 11b
IP Office Product Description
•
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
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.
Trunk Interface Cards
•
IP400 Office BRI-8 (UNI) (700262017)
Interface card for the IP403, IP406 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 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 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 and IP412 providing 1 x E1R2 Primary rate port (30 lines). Co-Ax
termination.
•
IP400 Office Dual PRI E1 (700185184)
Interface card for the IP403, IP406 and IP412 providing 2 x ISDN Primary rate ports (60 lines).
•
IP400 Office PRI T1 (700185200)
Interface card for the IP403, IP406 and IP412 providing 1 x T1/PRI port (24 lines).
•
IP400 Office Dual PRI T1 (700185218)
Interface card for the IP403, IP406 and IP412 providing 2 x T1/PRI (48 lines).
•
IP400 Office Quad Analog Trunk (Loop Start) (700185192)
Interface card for the IP403, IP406 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 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 and IP412 providing 4 x Loop start analog trunks (New Zealand
specification).
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 206
11th May 2004 - Issue 11b
A: Configurations and Factory Build Options
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
•
Korea
•
Luxembourg
•
Mexico
•
Netherlands
•
New Zealand
•
Norway
•
Peru
•
Poland
•
Portugal
•
Russia
•
Spain
•
Sweden
•
Switzerland
•
United Kingdom
•
USA
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 207
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 209
11th May 2004 - Issue 11b
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 Wide
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
Data
Payload
Packets
per
Second
LAN
(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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 210
11th May 2004 - Issue 11b
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 IP401 Compact Office 2/4, IP403 Office and IP406 Office can each be fitted with a single module
offering 5, 10 or 20 simultaneous calls.
•
The IP412 Office is capable of supporting two modules, including a 30 channel module that is exclusive to
the IP412 Office, allowing between 5 and 60 simultaneous calls.
IP Office 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 211
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 212
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 213
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 215
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 216
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 217
11th May 2004 - Issue 11b
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 218
11th May 2004 - Issue 11b
D: Technical Specifications
General
Dimensions
Unit Dimensions (mm/inches)
Width
Height
Depth
IP401 Compact Office
255mm/10"
71mm/2.8"
235mm/9.3"
IP403, IP406, 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 +40C. 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
20 Series
1km - 3280 feet
1km - 3280 feet
0.5km - 1640 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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 219
11th May 2004 - Issue 11b
IP Office Product Description
Weight & Power Consumption
Unit
Weight
Power
Consumption
(Nominal Watts)
IP401 Control Unit
1.2Kg/2.6lbs
24
IP403 Control Unit
2.6Kg/5.8lbs
26
IP406 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
DT/DS 16 Module
3.0Kg/6.7lbs
24
DT/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
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.
•
•
•
Small Office Power Supply Unit
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 1.5A maximum.
•
Output: 24Vdc, 1.875A, output power 45W maximum.
Standard Power Supply Unit
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 2A maximum.
•
Output: 24Vdc, 1.875A, output power 45W maximum.
DS30 80W Power Supply Unit
IP Office 2.1
Product Description
•
Input: 100-240Vac, 50/60Hz, 81-115VA, 2A maximum.
•
Output: 16Vdc, 5A, output power 80W maximum.
©Copyright 2004 Avaya Inc. All rights reserved.
Page 220
11th May 2004 - Issue 11b
D: Technical Specifications
Interfaces
Interface
Information
DTE Port
ISDN Ports
•
25 way D-Type female connector, V.24/V.28.
•
9 way D-type on IP412 and IP Office - Small Office Edition.
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 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.
Telephone
•
RJ45 sockets: EU - Telephone ports act as Master sockets.
•
CLI Schemes: DTMFA, DTMFC, DTMFD, FSK and UK20.
•
REN = 2.
•
Off Hook current = 25mA.
•
Ring Voltage = 40V (nominal) RMS.
•
External Bell (via POT port); REN = 1
LAN
•
RJ45 sockets. Auto-negotiating 10/100BaseT Ethernet (10Mbps).
Port 8 is MDI/MDIX switchable via the adjacent Cascade push button switch.
WAN
•
Small Office Edition: RJ45 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.
•
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
•
16bit Type II PCMCIA format PC card.
•
IEEE 802.11b WiFi.
Embedded
Voice Memory
•
16bit Type II PCMCIA format PC card.
•
64MB Flash Memory.
Audio
External
Output Port
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Protocols
Protocol
RFC
Information
V120
-
A standard Rate Adaptation mechanism.
V110
-
A standard Rate Adaptation mechanism.
PPP
RFC1661
Point to Point Protocol.
LCP
RFC1570
Link Control Protocol.
MP
RFC1990
Multi-Link (Point to Point) Protocol.
PAP
RFC1334
Password Authentication Protocol.
CHAP
RFC1994
Challenge Handshake Authentication Protocol.
CCP
RFC1962
Compression Control Protocol.
STAC
RFC1974
STAC LZS Compression Protocol.
MPPC
RFC2118
Microsoft Point to Point Compression (Protocol).
BACP
RFC2125
Bandwidth Allocation Control Protocol.
IPCP
RFC1332
Internet protocol Control Protocol.
TCP/IP
RFC793
Transmission Control Protocol/Internet Protocol.
DHCP
RFC1533
Dynamic Host Control Protocol.
NAT
RFC1631
Network Address Translation.
BOOTP
RFC951
Bootstrap Protocol.
TFTP
RFC1350
Trivial File Transfer Protocol.
NTP
RFC868
Network Time Protocol.
SNMPv1
RFC1157
Simple Network Management Protocol. (STD15)
RFC1155
Structure and identification of management information for TCP/IP based
internets. (STD16)
RFC1212
Concise MIB Definitions. (STD16)
RFC1215
A convention for defining traps for use with SNMP.
MIB-II
RFC1213
Managment Information base for network management of TCP/IP based
internets: MIB-II (STD17).
ENTITY MIB
RFC2737
Entity MIB (Version 2).
RIP
RFC1058
Routing Information Protocol.
RFC2453
RIP Version 2 (STD56).
RFC1722
RIP Version 2 Protocol Applicability Statement (STD57).
RFC2401
Security Architecture for the Internet Protocol.
RFC2402
IP Authentication Header.
RFC2403
The Use of HMAC-MD5-96 within ESP and AH.
RFC2404
The Use of HMAC-SHA-1-96 within ESP and AH.
RFC2405
The ESP DES-CBC Cipher Algorithm with Explicit IV.
RFC2406
IP Encapsulation Security Payload (ESP)
RFC2407
The Internet IP Security Domain of Interpolation for ISAKMP.
RFC2408
Internet Security Association and Key Management Protocol
RFC2409
The Internet Key Exchange.
IPSec
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D: Technical Specifications
L2TP
Entity MIB
RFC2410
The NULL Encryption Algorithm and its Use with IPSec.
RFC2411
IP Security Document Roadmap.
RFC2661
Layer Two Tunneling Protocol "L2TP"
RFC3193
Securing L2TP using IPSec.
RFC2737
Entity MIB (Version 2).
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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 20xx series. Supported by DS sockets on IP Office
control units and Digit Station modules. Note: Not all terminals in the above range are supported on IP
Office.
Digital Terminals: Refers to Avaya terminals in the 24xx, 44xx and 64xx series. Supported by DT
sockets on IP Office control units and Digit Terminal 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
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Glossary
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.
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
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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
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
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Glossary
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
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
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outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to
campaigns and run the campaigns.
R
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.
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Glossary
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
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.
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Index
2
2.5mm DC 219
2.5mm headset 162
2.6Kg/5.8lbs 219
2.8Kg/6.3lbs 219
2.9Kg/6.5lbs 219
2048Kbps 97
20DT 159
20xx 66
21-party 147
235mm/9.3 219
245mm/9.7 219
24Vdc
Rating 219
24Vdc 219
255mm/10 219
255mm/10.0 219
256K 102
256Kbps Link 211
256MB RAM 154
2A 219
2-line 45, 163
2M
including 101
2M 101
2Mbps Link 211
2nd 126
2-port 148
2-stage call 71
2x64 147
3
3.0Kg/6.7lbs 219
3.1Kg/6.94lbs 219
3.5Kg/7.8lbs 219
3.5mm Audio 70
30
including 211
300m 156
3214C 174
3-party capacity 66
3rd 102, 126
3-way 66
4
400Mhz 114
40C 219
4406D 219
4412D 219
4424D 219
445mm/17.5 219
45W 219
4602SW
supports 50, 74
4602SW 50, 74
4800 Turbo DS 81
4T+4A+8DS 9
4T+4A+8DT 9
4T+8A 9
4th 126
5
50/60Hz 219
50m
60m 156
50m 156
50Mb
free 144
50Mb 144
512K 101
512Kbps Link 211
512MB 154
5A 219
5ESS 88
IP Office 2.1
Product Description
6
60m
50m 156
60m 156
60mW 163
62mm/3 219
64K 87, 101, 102, 210,
211
64Kbps Link 211
64MB 114, 116, 144
64MB Memory Card 116
64MB RAM 114, 144
64-party 66, 147
6K3 211
7
71mm/2.8 219
76mm/3.0 219
8
802 DS 11 81
802.11b
Supports 81
802.11b 81
802.11b Wi-Fi 81
802.1p 3
802.1p/B 50, 74
80MB 154
80W 219
81-115VA 219
8K 211
A
Absent Text 64, 94, 217
Absent Text Message 94
AC 161, 163
Access Point 9, 80, 81
Accessing
IP VPN 92
Office LAN 20
Web Scheduler 150
Accessing 20, 92, 150
Account 2, 69, 105, 142,
143, 175, 211
Account Code Log 175
Account Codes 143
Account Codes 2, 69, 143,
175
ACM 2
Acquire Call 65
ACR 95
ACT 143, 144
Adaptive Differential Pulse
Code Modulation 163
Adding
Conferencing Center
150
Adding 150
Additional Information 19,
65
Additionally Music On Hold
150
Addressing
Domain Name Service
101
Addressing 101
Adds 2
Administration Wizard 189
Administrator 150
ADPCM 163
ADSL 9
Agent Activity 175
Agent Activity Trace 175
Agent Callback Request
175
Agent Group 175
Agent Group Graphical
Summary 175
Agent Group Member Call
Duration Report 175
Agent Group Member
Duration 175
Agent Group Tabular 175
Agent Group Tabular
Summary 175
Agent Individual 175
Agent Mode 143, 144
Agent Tabular 175
Agents 2, 67, 132, 143,
144, 163, 167, 175, 176,
177, 184, 187
Aid Compatible
Hearing 50, 74
Aid Compatible 50, 74
Air-I/O 802FH UAP 81
Aironet 1200 81
Aironet 340 81
Aironet 350 81
Aironet 3500 81
Aironet 4500 81
Airtime 160, 163
Algorithmic Delay 210,
211
All Avaya 37, 163
All CE/UL/Dentori Safety
Approved 219
All DRMs 160
All IP Office 9, 19, 97,
115, 116, 189
All Media 175
All Other Units 219
All Units 219
Allocates
IP addressto 212
Allocates 101, 115, 150,
212
Allow inter-working 102
Allowing incoming 179
Allows
automatic/manual 132
Sub-addressing 87
Allows 2, 45, 61, 64, 65,
66, 67, 68, 69, 70, 71, 72,
73, 87, 92, 94, 95, 97,
101, 102, 103, 104, 105,
106, 115, 116, 132, 142,
143, 147, 150, 156, 160,
162, 163, 175, 179, 187,
201, 209, 210, 211
Allows host
mute 2
Allows host 2
Allows reports 175
Alternate Call Routing 95
Alternatively voicemails
116
Alvarion 81
Alvarion BreezeNET Pro 11
Series 81
Analog 2, 9, 20, 27, 66,
67, 69, 71, 72, 73, 92,
142, 147, 162, 201, 210,
219
Analog 16 Module 219
Analog Extension 9
Analog Telephones 66, 73,
142
Analog Trunks
mix 9
©Copyright 2004 Avaya Inc. All rights reserved.
Analog Trunks 9, 201
Analog, BRI 2
Analogue 147, 156
Analogue Trunk
Restriction 147
And/or 1, 2, 115, 132
Anda DHCP 212
ANI 66, 69, 144
Announcements 69, 70,
150, 179
Answer 64, 65, 67, 68, 69,
70, 108, 115, 116, 132,
142, 177, 179, 184
Answered Calls 108
Anti-Tromboning 94
AP 2000 81
AP-1 81
AP-2 81
AP-3 81
Appendix
refer 1
Appendix 1, 19
ARP
receiving 104
ARP 104
Asked 150
Asked during 150
AT&T 88
Audio 73, 114, 144, 145,
150
Audio conferencing 145
Audio Port 20
Auto Attendant 115
Auto Call Back 68
Auto Connect 104
Auto Connect Time Profile
104
Auto-Attendant 61, 70,
115
Automated 107, 132, 184
Automated Attendant 107
Automatic Call Distribution
69
Automatic Number
Identification 66
Automatic Number
Identifier 69
Automatic/manual
allow 132
Automatic/manual 132
Automatic/manual
recording
calls 132
Automatic/manual
recording 132
Auto-negotiation 50, 74
Auto-senses 101
Auto-sensing 101
Available Agents 184
Avaya 1, 45, 50, 73, 74,
80, 81, 92, 155, 160, 163,
197, 201, 210, 211, 212
Avaya 20 20
Avaya 3810 45, 155, 163
Avaya 3810 Voice
Terminal Attributes 163
Avaya 3810 Wireless
Telephone 45, 163
Avaya 6412 Digital
Terminals 201
Avaya Cajun LAN 210
Avaya Grey Color 50, 74
Avaya IP 81
Avaya IP Office 1
Page 233
11th May 2004 - Issue 11b
IP Office Product Description
Avaya IP Office Family 1
Avaya IP Wireless Solution
81
Avaya IP Wireless
Telephone Solution 81
Avaya IP Wireless
Telephones 81
Avaya LAN 3
Avaya P130 73
Avaya Representative 1,
174, 197, 212
Avaya Support 212
Avaya Voice Priority
Processor 81
Avaya's Cajun 210, 211
Avaya's TransTalk 9040
160
AWG22 219
AWG24 219
AWG26 219
AWTS Open Application
Interface 81
B
Back
IP Office 70
Back 64, 66, 68, 70, 105,
106, 115, 126, 142, 162,
209, 210, 217
Back When Free 68
Backlit 162
BACP 103
Bandwidth Allocation
Control Protocol 103
Bandwidth Do 210
Base Station 45, 156, 163
Base Unit 45, 70, 101, 163
Base Unit Power Supply
Adapter 163
Base-T 97
Basic Rate 87, 101
Battery Charging 163
Battery Low 45, 163
Belt Clip 81, 163
Belt/pocket 162
Benefits
system delivers 160
wireless handset
delivers 163
Benefits 93, 105, 108,
145, 155, 159, 160, 163,
184, 210
Benefits Do 210
BLF
groups 108
BLF 108, 154
BLF Panel 108
Blind Transfer
called 65
Blind Transfer 65
Blue Pumpkin 181
Both Voicemail Lite 115
Bothway 104
Bps 210
BreezeNET Pro 11 Series
81
BRI 9, 20
Broadcast
IP 212
Broadcast 212
Building 155
Building Services Support
155
Bump Call 102
Business 61, 91, 107, 108,
115, 142, 145, 155, 167,
184, 188, 201
IP Office 2.1
Product Description
Business requiring 180
201
Business requiring 90 201
Business Solutions 188
Busy 143
Busy 64, 65, 66, 67, 68,
69, 71, 72, 94, 102, 108,
132, 142, 143, 144, 154,
159, 175, 179, 184
Busy Extension 72
Busy Lamp Field 64, 94,
108, 142, 144, 154
Busy Lamp Field Panel 108
Busy Not Available 143
Busy Not Available Start
143
Busy Status 175
Busy Wrap Up 143
Busy Wrap Up Select
Group 143
Busy, DND 108
Busy/Engaged 126
Button Programming 68
Bytes 210
C
Cable 9, 97, 101, 160,
174, 219
Cable connecting 97
Cable Modems 101
Call Back 68, 94, 103
Call Back When Free 68,
94
Call baring 72
Call Barring 69, 70
Call Coverage 64
Call Details Panel 108
Call Duration 108, 143
Call Flow Name 175
Call Flows 175
Call Forwarding 61, 64
Call Handling 61, 108,
142, 144, 175
Call History 142, 144
Call history keeps 142
Call Hold 64, 94
Call Identifier 175
Call Intrude 64
Call joining 70
Call Log 71, 144
Call Monitor Speaker 50,
74
Call Park 64, 142
Call Pickup 65
Call Pick-up 94
Call processing 73
Call Queuing 115
Call Recording 115, 132,
147
Call ringing 65
Call Route
incoming 70
Call Route 70, 115
Call Routing
Incoming 70
Call Routing 70, 87, 95
Call sends
call 73
Call sends 73
Call Status 108
Call Steal 65
Call Transfer 65, 94
Call Waiting
Ignore 65
Call Waiting 65
Call Waiting Indication 159
Callback 103
Callback CP 103
Called Number 108, 162
Called party 73
Called/Calling Name 94
Called/Calling Number 94
Caller Display 66, 67, 68,
69, 115, 116
Caller ID 143, 160, 162,
163
Caller Line Identification
Presentation 69
Caller’s 143
Caller-Display 71
Caller-Display Analog
Phones 71
Calling Name
supports 88
Calling Name 88, 108
Calling/Called Party
Identity 159
Calls
automatic/manual
recording 132
Blind Transfer 65
call sends 73
Hunt Group 72
IP Office 87
Line Identification
Presentation 87
Line Identification
Restriction 87
Name 108
non-IP 201
Number 108, 211
Outgoing 71
Supervised Transfer
65
terminal establish 73
voicemail 65
Calls 2, 50, 61, 64, 65, 66,
67, 68, 69, 70, 71, 72, 73,
74, 80, 87, 88, 94, 95, 97,
102, 103, 104, 105, 108,
115, 116, 126, 132, 142,
143, 144, 147, 150, 154,
158, 159, 160, 162, 163,
175, 177, 179, 184, 187,
189, 201, 210, 211, 217
Calls begin 97
Calls Panel 108
Calls That 211
Calls transit 211
Calls waiting 2, 65, 67, 68,
108, 143, 217
Campaign 132
Campaign Manager 132
Can Intrude 64, 217
Cannot 64, 67, 70, 92,
102, 115, 147, 162, 217
Cannot Be Intrude 67
Capacity 2, 66, 116, 147,
162, 201, 212
Carrying
Clip 162
Carrying 162
Cascade Switch 20
CBC 2
CCC 174, 175, 177
CCC Reports 175, 177
CCC Version 175
CE/UL/Dentori Safety
Approved 219
Center 142, 176, 184
Central 68, 87, 88, 97,
156
Central Office 20, 68, 87,
88, 97
©Copyright 2004 Avaya Inc. All rights reserved.
Centralized Intuity Audix
115
Centralized Voice Mail 94
Challenge Handshake
Authentication Protocol
103
Challenges
Home Office 1
Challenges 1, 103
Changing
transmit-receive 162
Changing 2, 162
Channels 45, 68, 87, 88,
89, 95, 97, 102, 147, 162,
163, 201, 211
CHAP 103, 105, 106
Charge Indication 144
Charger Unit 45, 163
Charging
Stand 163
Stand Power Supply
Adapter 163
Charging 163
Checking 87
Circular 69
Cisco 81
Cisco Aironet 350 81
Clear Call Waiting 65
CLI 66, 144, 175
CLI/ANI 61, 69, 70, 115,
142, 159
CLI/ANI Presentation 159
Client PC 115
Clip
Carrying 162
Clip 69, 87, 162, 209
CLIP/ANI 69
CLIR 87
Clock 101
Co-Ax 89
COLP
Inhibits 87
COLP 87
COLR 87
Column 217
Comment
voicemail 116
Comment 116
Communications 19, 45,
97, 115, 155, 160, 163,
167, 174, 184, 188
Communications leads 155
Compact Business Center
2
Compact Contact Center 2
Compact Contact Center
Version 2
Compact DECT 156, 158
Compact DECT Control
Unit 156
Compact DECT CU 156
Companding 163
Compared
Service Providersbased conferencing
145
Compared 145
Compliance Matrix 81
Compression Codec 210
Computer Integrated
Telephony 1
Computer Telephony 184
Conference Bridge 67, 72,
148, 150
Conference Calling 66
Conference Center Please
154
Page 234
11th May 2004 - Issue 11b
Index
Conference Control
Display 144
Conference Held Calls 108
Conference ID 150
Conference Room 108
Conference, Transfer 50,
74
Conferencecreated 154
Conferencing 45, 67, 108,
142, 145, 147, 150, 163
Conferencing Center
adding 150
System Requirements
154
Conferencing Center 2,
66, 142, 144, 150, 154
Conferencing Center
application 150, 154
Conferencing Center
Integration 154
Conferencing Center
Scheduler 150, 154
Conferencing Center
Server 154
Conferencing Center
toolbar 142
Conferencing Center Web
150, 154
Conferencing Center Web
Client
launch 154
Conferencing Center Web
Client 150, 154
Conferencing Center Web
Scheduler 150
Conferencing Center Web
Scheduler offers 150
Configurations 19, 72, 88,
101, 104, 189, 197, 201,
212
Configuring
Least Cost Route 71,
95
Configuring 71, 95
Confirm 150
Conform
Signaling 87
Conform 87
Connected Line
Identification Restriction
87
Connecting
3.5mm Audio 70
IP Office 5
IP Offices 94
Connecting 5, 70, 94
Connection-oriented 5, 92
Contact Centers 67, 107,
143, 167, 175, 176, 179
Contact Management 143,
144
Contactable 155
Contains 108, 163, 209,
217
Control
relay switches 68
voicemails 115
Control 2, 45, 64, 68, 69,
71, 73, 80, 101, 102, 104,
114, 115, 142, 143, 144,
147, 156, 160, 163, 184,
187
Control forwarding 64
Control Unit 147, 219
Control Unit Conference
Capabilities 147
IP Office 2.1
Product Description
Converged Voice
Communications Solution
3
Conversationsover 147,
209, 211, 212
Copy 116, 212
Cordless 155, 156, 159
Cost 71, 72, 92, 95, 102,
105, 145, 175, 209
CPE 102
CRC 87
Create 64, 66, 72, 73,
105, 108, 150, 154, 175,
177, 188
Create Speed Dials
system 72
Create Speed Dials 72
CRM 107
Crystal 2
Crystal Reporting
ease 2
Crystal Reporting 2
CSU 2
CTI 2, 159, 188
CTI DECT license
Features available
through 159
CTI DECT license 159
CU 156
Custom 175
Custom Reports 175
Customer Relations
Management 1
Customer Relationship
Management 107
Customer Tracking 175
Customer-replaceable 162
Cyclic Redundancy 87
D
D3.78S6 3.83 81
Data 2, 20, 70, 71, 72, 73,
87, 91, 92, 95, 97, 102,
103, 104, 106, 184, 209,
210, 211, 212, 217
Data Call 70, 72, 95, 102,
103
Data Compression 103
Data Header Compression
103
Data networking options
87, 91
Data Tagging 2
Data traffic 92
Database 177
Date 116, 150, 175, 197
DBS 156
DDI 87, 175
DDI Call Duration 175
DDI Distribution 175
DDI Response 175
DDI Routing 175
DDI Summary 175
DDI/DID 61, 70, 87, 115,
142
DECT 155, 156, 158, 159
DECT Base Stations 156
DECT Comparison 158
DECT Control Unit 156,
158
DECT Cordless Handset
159
Dekset 80
Delay 209, 212
Deploying
VoIP 93
Deploying 93
Depth 175, 219
Design
IP Telephony 73
Design 45, 73, 108, 115,
143, 156, 159, 162, 163,
167, 174, 184, 212
Desk/wall 50, 74
Desksets 80
Desktop 66, 142, 159
Developers 184, 217
DHCP 50, 74, 101, 105,
212
DHCP Client 50, 74
DHCP Server 101, 105,
212
Dial Ahead 66
Dial Emergency 70
Dial In 72, 87, 105, 148
Dial On Pickup 66
Dial Pad 108
Dialing
VoiceMail Lite 116
Dialing 116, 163
Dial-up 102, 106
DID/DDI 143
Differentiation 65
DiffServ
form 80
supporting 211
DiffServ 3, 50, 74, 80,
209, 211
DiffServ And 802.1p/B 50,
74
Digit Cordless Solutions
155
Digital 9, 27, 45, 70, 73,
92, 97, 105, 142, 147,
156, 160, 162, 163, 201,
210
Digital Base Module 163
Digital Base Module
depending 163
Digital encoding 163
Digital Enhanced 156
Digital Enhanced Cordless
Telecommunications 156
Digital Extension 9
Digital Radio Module 160
Digital Station 9, 160, 163
Digital Terminal 9, 20, 142
Digital/IP 69, 71
Direct Dialing 61
Direct Dialing In 87, 142
Direct Sequence 81
Direct Station Select 142
Directory 66, 69, 108,
143, 159, 217
Directory Entry 66, 108
Directory List 66
Directory Panel 108
Disable Call Waiting 65
Display
PIN 71
Display 2, 45, 61, 64, 66,
67, 68, 69, 71, 108, 115,
116, 142, 143, 144, 150,
160, 162, 163, 174, 189,
201
Display Terminals 66, 69
Distinctive Ringing 66, 144
Divert
voicemail 65
Divert 65, 66, 159, 187
DMS100 88
DNS 101, 103
Do Not Disturb 66, 142,
187, 217
©Copyright 2004 Avaya Inc. All rights reserved.
Domain Name Service
address 101
Domain Name Service
101, 103
Dongle 9
Door 68, 70, 143, 144
Door Entry 68, 143
Door Release 70
Down 50, 65, 74
Downloadable 50, 74
DRM 160
Drop 50, 74, 97, 103, 104,
142, 154
DS 81
DS30 80W Power Supply
Unit 219
DT/DS 16 Module 219
DT/DS 30 Module 219
DTE 20, 105
DTE Port 105
DTMF 71, 72, 89, 95, 132,
144
DTMF Dialing 89
Dual Charger 81
Dual PRI 201
Dual PRI T1 201
Duration Summary 175
Dynamic 212
Dynamic Host
Configuration Protocol 212
E
E1 87, 147
E1/T1 101
E301R 81
E911 70
Each Voice Call
Require 210
Each Voice Call 210
Ease
Crystal Reports 2
Ease 2, 105, 142, 162
E-business 210
Email 2, 81, 104, 115,
150, 175, 176
E-mail 177
Email Notification 150
E-mail queue 177
Emailed 2
Emails 116
Embedded voicemail 116
Enable/disable 64
Enable/disable forwarding
64
Enabled/disabled 66
Enables
interconnection 92
IP Office 156
user/operator 66
Enables 61, 66, 69, 71,
92, 106, 108, 116, 132,
143, 147, 156, 175, 177,
184, 187, 212
Encapsulation 102
End
Voicemail application
115
End 97, 102, 103, 105,
115, 132, 150, 209
Enhanced Intrusion 66
Enhancements
Reporting 175
Enhancements 175
Enter/leave 150
Enterasys 81
Enters
PIN 71
Page 235
11th May 2004 - Issue 11b
IP Office Product Description
Enters 71, 150, 179, 187
Es 116
Estimated Time 179
Ethernet 50, 74, 97, 101,
114, 144, 209
Ethernet Hub 97
Ethernet Switch 101
Ethernet Switching
PC 50, 74
Ethernet Switching 9, 50,
74, 97, 101
Ethernet WAN 9, 101
ETSI CTR3 87
ETSI CTR4 87
ETSI Q.931 87
Eurofont Display 50, 74
European 155
Even
PC 115
Even 61, 70, 92, 115, 132,
142, 159, 210
Even borrow 210
Exception 66, 101, 175,
210, 212, 217
Exchange 70, 87, 97
Exchanges/Central Offices
68
Exchanges/Central Offices
supporting 68
Expansion 27, 219
Expansion Modules 219
Extended Callback Control
Protocol 103
Extended CBCP 103
Extended Personal
Greetings 126
Extension 27, 64, 65, 66,
67, 68, 69, 70, 71, 72, 73,
108, 115, 116, 156, 187,
201, 217
Extension List 72
Extension Number 71,
108, 217
Extension receiving 67
Extension’s voicemail 132
External 27, 66, 159
External - The 126
External - The greeting
126
External Calls 64, 66, 69,
71
External Control 70
External Control Port 70
External Directories 108,
159
External Expansion
Modules 27
External O/P 20
F
Factory Build Options 197
Fall Back 70, 201
Fast Forward 143
Fax 2, 72
Fax Over IP 2
Fax over IP interworking 2
Feature Comparison 144
Features available through
CTI DECT license 159
Features available through
159
FH 81
FH/DS 81
Field Data 217
Field Verification 81
File Transfer Protocol
including 104
IP Office 2.1
Product Description
File Transfer Protocol 104
Firewall 101, 104
Firewalls 104, 105
Fixed Feature Keys 50, 74
Fixed Redial button 163
Flow Control 50, 74
Follow Me 67, 217
Follow Me Here 67
Follow Me To 67
Force login 217
Form
DiffServ 80
Form 80, 159
Forward All 187
Forward on Busy 217
Forward on No Answer
217
Forward Unconditional 217
Forwarding 67, 108
FRAD 92
Fragmentation 102
Frame Relay
framed 92
Frame Relay 87, 91, 92,
97, 102
Frame Relay Assembler
Disassembler 92
Frame Relay's PVCs 92
Framed
Frame Relay 92
Framed 87, 92, 97, 102
Free
1Gb 114
50Mb 144
ISDN 68
Free 65, 66, 68, 70, 72,
114, 115, 132, 144, 147,
148, 154, 184, 210
Frequency Hopping 81
Front Panel 20
FTP 104
Full Duplex 50, 74
Further conferencing 66
Further conferencing
options 66
G
G.711 50, 74, 210, 211
G.723.1 210, 211
G.729a 210, 211
G.729a/B Voice CODECs
50, 74
GAP 156
Gatekeepers 73
Gatewayed 3, 73, 92, 97,
201
General 217, 219
Generic Access Profile
supports 156
Generic Access Profile 156
Germany 144
Get Down My Link 211
Get From Using IP Office
Provide My Wide 210
Get From Using IP Office
210
Get From Using IP Office
To Provide My Wide 210
Goldmine 143, 144
Goldmine 6.0 144
Graphical - All Media 175
Greece 144
Greetings 116, 126
Group Membership 187
Group Paging 70
Groups
BLF 108
Groups 64, 69, 70, 71, 73,
108, 116, 142, 175, 179,
187, 217
GSM 159
Guest Phones 155
GUI 80
receiving 66
Hunt Group 2, 64, 65, 66,
67, 69, 71, 72, 108, 143,
217
Hunt Groups Names 108
H
IChat 177
IContact users 177
ID 150
IDs 2
IEmail 177
IF 80
Ignore
Call Waiting 65
Ignore 65, 73
IIS 154
Illustrates
IP412 Office 201
IP412 Office PRI 60
E1 201
Illustrates 201, 211
Implementing
Voice 73
Implementing 73
Important Notes 147
Inbound/outbound 144
Including
2M 101
30 211
File Transfer Protocol
104
headset/microphone
80
IP Office 108
PIN 71
Voicemail 20
Including 20, 71, 80, 101,
104, 108, 211
Incoming
Call Route 70
Call Routing 70
Incoming 70, 143
Indicating
Talk 45, 163
Indicating 45, 163
Individual 69, 71, 72, 102,
104, 105, 108, 115, 150,
155, 179, 211
Individual/team 175
Industrial, Scientific 160,
163
Information 61, 66, 67,
68, 69, 70, 73, 87, 106,
108, 116, 132, 142, 154,
159, 162, 174, 175, 184,
197, 212
Information Protocol
Routing 106
Information Protocol 106
Information regarding 67
Inhibits
COLP 87
Inhibits 87
Install 80, 116, 142, 148,
150, 154, 181, 212
Installation 156, 163, 189,
212
Integral 2, 73, 97, 101,
159, 209
Integral 10/100 Hub 101
Integral 10/100 Mbit Layer
101
Integrated 107
Integrated Full Duplex
10/100 BaseT Ethernet
Switched 50, 74
H.323
support 73
H.323 73, 94, 212
H.323 Architecture 73
H.323 Architecture
comprises 73
H.450 93
H323 94
Handset 45, 61, 67, 68,
69, 80, 92, 102, 156, 158,
159, 160, 161, 162, 163,
184
Handset Dial By Name 67
Handset Liquid Crystal
Display 45, 163
Handsfree Pouch 81
Head Office 66
Headset 45, 80, 160, 162,
163
Headset Option 162
Headset/microphone
include 80
Headset/microphone 73,
80
Healthcare 155
Hearing
Aid Compatible 50, 74
Hearing 50, 74
Height 219
Held 64, 68, 69, 72, 108,
172
Held Calls Panel 108
Held Panel 108
Hold 2, 45, 50, 64, 65, 66,
67, 68, 70, 72, 74, 97,
101, 108, 126, 142, 163,
179
Hold Call Waiting 67
Hold Music 64, 70, 179
Hold voting 2
Holster Option 162
Home Office
challenges 1
Home Office 1, 116
Homeworking 20
Hospitality 155
Hot Desking 70
Hot Transfer
perform 67
Hot Transfer 67
HotLine 66
Hours 61, 69, 71, 72, 95,
102, 116, 126, 132, 163,
184
Hours greeting 71
Hours recording time 116
However, IP Office 159
However, IP Office offers
number 159
However, IP Office offers
159
HTML 175
HTML file 5
HTTP 104
HUB 101
Hunt 2, 64, 65, 66, 67, 69,
71, 72, 108, 143, 179, 217
Hunt Group
calls 72
©Copyright 2004 Avaya Inc. All rights reserved.
I
Page 236
11th May 2004 - Issue 11b
Index
Integrated H.323
Gatekeeper 3
Integrated Messaging 107
Integrated Messaging Pro
115
Interaction Rules 177
Interaction Rules Wizard
177
Interconnection
enables 92
Interconnection 92
Intermec 81
Internal 64, 65, 66, 67,
70, 71, 94, 115, 126, 142,
147, 154, 155, 159, 162,
217
Internal Calls 66
Internal Directory 94
Internal/External 126
Internal/External greeting
126
Internet
surfing 20
Internet 5, 20, 97, 102,
104, 150, 154, 209, 211,
212
Internet Access 1, 20, 102
Internet browsing 104
Internet Explorer 150, 154
Internet Explorer 6.0 154
Internet Protocol 5, 147,
209, 211, 212
Internet Service Provider
104
Interoperability 94, 156
Inthis 212
Introduction
IP Office Applications
107
IP Office Conferencing
Center 150
IP Office Management
Utilities 189
IP Office Terminals 37
IP Telephony 73
TransTalk 160
Introduction 19, 37, 73,
107, 150, 160, 189
Intruded
selected parties 66
Intruded 64, 66, 71, 217
Intrusion Warning Tone
71
Intuitive Voice Mail Access
159
Intuity 116, 126, 143, 144
Intuity TUI
running 116
Intuity TUI 116
Invited 108
IP
broadcast 212
types 73
IP 2, 3, 5, 9, 19, 20, 27,
45, 50, 61, 66, 67, 68, 69,
70, 71, 72, 73, 74, 80, 81,
87, 88, 91, 92, 93, 94, 97,
101, 102, 103, 104, 105,
106, 107, 108, 114, 115,
116, 126, 142, 143, 144,
145, 147, 148, 150, 154,
155, 156, 159, 160, 163,
167, 174, 181, 184, 188,
189, 201, 209, 210, 211,
212, 217, 219
IP Address 50, 74, 101,
103, 104, 105, 212
IP Office 2.1
Product Description
IP Address Assignment 50,
74
IP addressto
allocates 212
IP addressto 212
IP application 212
IP Extensions 27, 73, 201
IP Hard Phone 73
IP Hardphone 50, 74, 142
IP Hardphones
number 37
IP Hardphones 37, 201
IP Header Compression
103
IP Networks 91, 92, 101,
106
IP Office
back 70
call 87
connecting 94
connects 5
enables 156
Including 108
networking 92
number 87
IP Office 1, 2, 3, 5, 9, 19,
37, 45, 50, 61, 68, 69, 70,
71, 72, 73, 74, 80, 81, 87,
88, 91, 92, 93, 94, 97,
101, 102, 103, 104, 105,
106, 107, 108, 114, 115,
116, 126, 142, 143, 144,
145, 147, 148, 150, 154,
155, 156, 159, 160, 163,
181, 189, 201, 209, 210,
211, 212, 217, 219
IP Office 2.0 217
IP Office Applications
Introduction 107
IP Office Applications 107
IP Office Conferencing
Capacity 147
IP Office Conferencing
Center
Introduction 150
IP Office Conferencing
Center 150
IP Office Core 2.1
Software 2
IP Office DECT 156
IP Office employs 92
IP Office Management
Utilities
Introduction 189
IP Office Management
Utilities 189
IP Office Manager 5, 126
IP Office Overview 19
IP Office Servers 23
IP Office Small Office
Editions 70, 97, 101, 115,
116, 147, 148, 219
IP Office softphone 201
IP Office Supports 106,
188
IP Office Terminals
Introduction 37
IP Office Terminals 37,
159
IP Office VoIP 212
IP Office's DECT Handset
159
IP Office's Directory 66
IP Office's LAN 92
IP Office's Onsite Mobility
Solution 155
IP Office's PC 69
IP Office's PhoneManager
application 115
IP Office's PhoneManager
Pro 80
IP Offices Transit Network
Selection 88
IP Office's WAN 92
IP PBX 73
IP Phones
support 73
IP Phones 73
IP Softphone 80, 144
IP Softphone Used 80
IP softphones 201
IP Telephones 81
IP Telephony
design 73
Introduction 73
IP Telephony 20, 73, 144,
212
IP VPN
Access 92
IP VPN 91, 92
IP400 70, 87, 88, 89, 156,
201
IP400 iPhone 201
IP400 iPhoneManager Pro
RFA 40 201
IP400 iPhoneManager Pro
RFA 50 201
IP400 Office 87, 88, 89,
156, 201
IP400 Office Analog Trunk
16 201
IP400 Office Dual PRI T1
201
IP400 Office PRI 87, 88,
89
IP400 Office PRI 30 E1R2
89
IP400 Office PRI E1 87
IP400 Office PRI T1 88
IP400 Office Voice
Compression Module 201
IP400 Office Voice
Compression Module 30s
201
IP400 Phone 201
IP400 PhoneManager Pro
RFA 201
IP400 Quad BRI 87
IP400 Voice Compression
Module 30 201
IP401 19, 66, 70, 97, 101,
115, 116, 147, 211, 219
IP401 Compact Office 19,
20, 101, 115, 116, 211,
219
IP401 Compact Office 2/4
211
IP401 Compact Office
Digital Terminal 20
IP401 Control Unit 219
IP403 2, 19, 23, 27, 70,
97, 101, 147, 148, 211,
219
IP403 Control Unit 219
IP403 Office 19, 101, 211
IP403/IP406 66
IP406 19, 23, 27, 70, 97,
101, 147, 148, 211, 219
IP406 Control Unit 219
IP406 Office 19, 101, 147,
211
IP412 19, 23, 27, 66, 70,
97, 101, 147, 148, 201,
211, 219
©Copyright 2004 Avaya Inc. All rights reserved.
IP412 Control Unit 219
IP412 Office
illustrates 201
IP412 Office 19, 23, 101,
147, 201, 211
IP412 Office PRI 48 T1
201
IP412 Office PRI 60 E1
illustrates 201
IP412 Office PRI 60 E1
201
IP412 Only 101
IPHC 103
IPhone 73, 80, 144, 177,
201
IPhone Manager Pro 80,
201
IPhoneManager Pro 73
IPSec 2, 9
Is The 211
Is The Maximum Number
Of Simultaneous VoIP
Calls That IP Office
Supports 211
ISDN
freeing 68
ISDN 68, 70, 87, 147
ISDN Basic 87
ISDN Basic Rate 87
ISDN MSN 70
ISDN Primary 87
ISDN Primary Rate 87
IServer 177
IService 177
ISP
line 20
ISP 20, 102
IT 19, 155
IT Support 155
J
J041 81
Joined/left 150
K
Key System 73
Keys 50, 68, 73, 74, 107,
116, 132, 143, 145, 155,
174, 184, 201
Kit List 201
L
L2TP 2
LAN 5, 73, 80, 81, 91, 92,
97, 101, 105, 115, 148,
156, 210, 212
LAN Bandwidth 73
LAN/WAN Services 97
Language depending 115
Languages 115, 187
Lanyard 81, 162
Laptop 80
Laptop running 80
Laptop’s soundcard 80
Launch
Conferencing Center
Web Client 154
Launch 154, 197
Layer 97, 101, 106, 211
LCD 45, 163
LCP 103
LCR 95
LDAP 66
Leased Line
types 101
Leased Line 97, 101, 102
Leased Line Support 101
Least Cost Route
Page 237
11th May 2004 - Issue 11b
IP Office Product Description
configuring 71, 95
Least Cost Route 71, 72,
95
Least Cost Routing 95
Length 70, 97, 108, 184,
219
Levels 70, 72, 92, 93, 107,
184
License Key
types 201
License Key 80, 174, 201
License Keys 201
Lightweight Directory
Access Protocol 66
Limit 19, 73, 102, 105,
145, 181, 211
Limited budget 145
Line Identification
Presentation
Calling 87
Line Identification
Presentation 87
Line Identification
Restriction
Calling 87
Line Identification
Restriction 87
LineAddToConference 215
LineAnswer 215
Linear 69
LineBlindtransfer 215
LineClose 215
LineCompleteTransfer 215
LineConfigDialog 215
LineDeallocateCall 215
LineDial 215
LineDrop 215
LineGetAddressCaps 215
LineGetAddressID 215
LineGetAddressStatus 215
LineGetAppPriority 215
LineGetCallInfo 215
LineGetCallStatus 215
LineGetDevCaps 215
LineGetID 215
LineHandoff 215
LineHold 215
LineInitialiseEx 215
LineMakeCall 215
LineNegotiateTAPIVersion
215
LineOpen 215
LinePark 215
LineRedirect 215
LineRemoveFromConferen
ce 215
Lines
ISP 20
Lines 20, 69, 70, 71, 72,
87, 92, 97, 102, 147, 162,
184, 201
Lines/intercoms/feature
162
LineSetAppPriority 215
LineSetAppSpecific 215
LineSetCallPrivilege 215
LineSetStatusMessages
215
LineSetupTransfer 215
LineShutdown 215
LineSwapHold 215
LineUnhold 215
LineUnpark 215
Link 94, 97, 103, 105,
156, 209, 210, 211
Link Control Protocol 103
Listen 150
IP Office 2.1
Product Description
Listen 2, 67, 106, 116
Listen Only 2
Listen-only 150
Lite 115, 116
Local Area Network
segment 209
Local Area Network 97,
101, 105, 148, 209, 211
Local Exchange 68
Local Phone Directory 144
Local Telcos 88
Logged 67, 70, 71, 143,
144, 175, 176, 177
Login 67, 108, 217
Longest 2, 69, 108
Longest waiting call 2
Loop 116
Lost Call CLI 175
Lost Calls 175
LXE 81
M
Magix 163
Mailboxes 2, 116, 126,
132
Main Menu Bar 108
Maintenance 155
Maintenance Personnel
155
Make/Model 81
Manage 91, 92, 97, 101,
108, 209, 210
Managed Frame Relay
Network 91, 92
Managed IP VPN 91, 92
Management Tools 5
Manager application 66
Managers 64, 66, 73, 80,
142, 144, 155, 175, 201
Many Simultaneous Calls
Can 211
Markets 50, 74, 105, 115,
155, 184
Master 174
Maximizer 143, 144
Maximizer 7.5 144
Maximum Call Length 71
Maximum Number 66, 80,
102, 116, 147, 211
Maximum Number Of
Simultaneous 211
Maximum Participants 147
MB 80
MB RAM 80
Mbps LAN Hub 20
MCU 73
MCU's make 73
Media 176
Medical 160, 163
Medium Enterprise 1
Meet Me conferencing 145
Meet-Me Conference 67
Memory 116, 163
Memory Upgrade 116
Message 2, 45, 50, 64, 69,
72, 73, 74, 107, 108, 115,
116, 132, 143, 144, 155,
159, 160, 163, 177, 179,
187, 217
Message informing 179
Message stating 132
Message Waiting 45, 116,
160, 163
Message Waiting
Indication 159
Message Waiting Indicator
50, 74
MFC 89
MHz 45, 80, 160, 163
MHz ISM 160, 163
Microsoft
refer 154
Microsoft 50, 74, 103,
114, 115, 144, 154, 177,
188
Microsoft application 103
Microsoft CRM Integration
188
Microsoft Exchange 115
Microsoft Explorer 177
Microsoft Internet
Information Service 154
Microsoft NetMeeting
Compatible 50, 74
Microsoft Point
Point Compression
103
Microsoft Point 103
Microsoft Transaction
Server 177
Microsoft Windows
98/NT4/2000/XP 114
Microsoft's Callback
Control Protocol 103
Milli-seconds 210
Minimize Delay Induced
Echo In My Network 209
Minimize Distortion In My
Network 210
Minimum Pentium 266Mhz
144
Minimum Pentium II 114
Missed Calls 142, 143
Mix
Analog Trunks 9
Mix 9, 73, 94
ML-PPP 102
Mm/inches 219
MMM 176, 177
Mobile Handset Twinning
159
Mobile LAN Access 2100
81
Mobile/Cell Phone 64, 116
Mobile/cellular 65
Modem 5, 101, 105
Module 2, 27, 72, 174,
177, 188, 197, 201, 211,
219
Modules offering 201, 211
Modules sharing 172
Monitor Calls 67
Most Common Destination
175
Most Idle 69
Moves 2
MS-CRM 2
MTS 177
Multi Media Report
Integration 176
Multi-Link 102
Multi-Link Point-to-Point
Protocol 102
Multi-Link PPP 102
MultiMedia Module 176,
177
MultiMedia Module
reporting 177
Multi-Media Summary 175
Multiple Subscriber
Number This 87
Multiple Time Entries 72
Multipoint
point 87
©Copyright 2004 Avaya Inc. All rights reserved.
Multipoint 73, 87
Multipoint Connection
Units 73
Music 20, 70
Music on Hold 70
Mute
allows host 2
Mute 2, 50, 74
N
Name
Calling 108
Name 2, 66, 67, 69, 103,
108, 142, 143, 144, 150,
159
Name matching 143
Need
router alleviates 97
Need 70, 92, 97, 101,
102, 104, 105, 106, 115,
116, 126, 142, 143, 145,
159, 167, 179, 184, 188,
209, 212
Network Assessment 212
Networking
IP Office 92
Networking 92
New 2, 72, 106, 108, 116,
142, 143, 144, 147, 150,
163, 176
Next 69, 97, 209
Night Service 69, 70, 71,
217
Night Service Fallback 71
Night Service Group 69
No Answer 64, 108, 217
No reply 126
Nominal Watts 219
Non-H.323 73
Non-IP
calling 201
Non-IP 201
North America 2, 147
North American 88, 155,
201
North American Primary
Rate Interface 88
Not Disturb 66
Notes 66, 67, 70, 71, 80,
92, 108, 142, 147, 154,
177
NT 115
Number
64 66
Calling 108
Calls 211
However, IP Office
offers 159
IP Hardphones 37
IP Office 87
voicemail 217
Number 2, 37, 45, 64, 65,
66, 67, 69, 70, 71, 72, 87,
91, 102, 103, 106, 108,
114, 115, 116, 126, 142,
143, 147, 150, 159, 163,
184, 187, 209, 211, 217
Number Memory 163
Nylon Pouch 81
O
OAI 81
Of Hours 126
Off Hook 66
Off Switch Call Inhibit 71
Office LAN
accessing 20
Office LAN 20, 92
Page 238
11th May 2004 - Issue 11b
Index
Offices 94
On Hold 64, 65, 66, 68
On/off 143
Online 150
Only 2, 66, 67, 68, 70, 72,
87, 97, 101, 102, 106,
108, 115, 116, 142, 144,
154, 163, 175, 181, 184,
201, 210
Only affects 72
Only during 102
Only generating 175
Onlybe 212
On-Site Mobility 107
Open Systems
Interconnection 5
Opens 68, 70, 73, 144,
184
Operator 61, 70, 88, 107,
108, 142, 154
Operator Console 107
Operator wishes 108
Optional Internet Explorer
6.0 144
Optional Microsoft Outlook
98/2000/2003/XP 144
Options 2, 50, 64, 66, 68,
71, 74, 87, 91, 103, 108,
115, 116, 144, 156, 159,
163, 179, 197
Organizational Activities
155
Orinoco AP1000 81
OSI 5
Out
played 71
Service 69
Out 61, 64, 69, 70, 71, 72,
104, 108, 115, 126, 132,
144, 150, 163, 179, 217
Out Of Hours 126
Outdoor Box
Outdoor Box DRM 160
Outdoor Box 160
Outdoor Box DRM
Outdoor Box 160
Outdoor Box DRM 160
Outgoing
Calls 71
Outgoing 71, 143
Outlook 143, 144, 177
Outlook Wizard 177
Outlook, Goldmine 144
Overflow 69, 132
Overflow Group 69
Overhead LAN 210
Overhead WAN 210
Overview
Wireless VoIP 81
Overview 81, 167, 189
P
PABXs 73, 156
Packet 91, 92, 94, 97,
102, 103, 104, 209, 210,
211, 212
Packet Based Voice
Networking 91
Packet carrying voice 209
Packet switching 92
Packetised 87, 91
Packetized voice 87, 91
PAP 105, 106
Parameterized 175
Park IDs 64
Park ID's 108
Park Slot Panel 108
IP Office 2.1
Product Description
Park Slots 65, 108
Parked 64, 65, 108, 142
Part
Voicemail Pro 132
Part 70, 132, 150, 159,
177
Passwords
use 67
Passwords 2, 67, 103
PBXs 45, 73, 156, 163
PC
Ethernet switch 50, 74
even 115
PC 9, 50, 61, 66, 67, 69,
73, 74, 80, 101, 108, 114,
115, 116, 142, 143, 144,
148, 150, 156
PC application 66, 67
PC Requirements 114
PC running 114, 116, 144,
174
PC Specification 80, 148
PC TAPI 69
PC-based 154
PCMCIA 9, 116
PCs 101, 103
PDF 175
PDQ 105
Pentium 400 MHz 80
Pentium 450Mhz 154
Perform
Hot Transfer 67
Perform 65, 67, 108, 143,
155, 177
Permanent Virtual Circuits
use 102
Permanent Virtual Circuits
92, 102
Personal 72
Personal Assistant 64
Personal Fax Numbers 2,
72
Personal Productivity 107
Personalization 143
Phone 2, 50, 64, 65, 66,
67, 68, 69, 70, 71, 72, 73,
74, 80, 107, 115, 116,
142, 143, 144, 150, 154,
155, 159, 160, 163, 176,
184, 201, 212, 217, 219
Phone 16 Module 219
Phone 30 Module 219
Phone Manager 64, 65,
66, 67, 68, 69, 70, 71, 80,
115, 116, 142, 143, 144,
150, 154, 201
Phone Manager
application 64, 65, 66, 67,
115, 116
Phone Manager
application and/or 116
Phone Manager
Conferencing Center
Integration 154
Phone Manager Lite 142,
143, 144, 201
Phone Manager Lite/Pro
144
Phone Manager Pro 68,
80, 143, 144
PhoneManager 69, 150
PhoneManager application
64
Physical/logical 212
Pilot 175
Pilot Call Duration 175
Pilot Distribution 175
Pilot Response 175
Pilot Routing 175
Pilot Summary 175
PIN
display 71
enter 71
includes 71
prompted 115
PIN 2, 71, 115, 116, 148,
150
PIN checking 150
PIN Restricted Calling 71
Platform Support 19, 97
Played
Out 71
Queue 72
Played 69, 71, 72, 116,
126, 132, 143, 150, 179
Point
multipoint 87
Point 64, 87, 92, 101, 103,
104, 184, 188
Point Compression
Microsoft Point 103
Point Compression 103
Point-to-Point 87, 97, 102
Point-to-Point Protocol
uses 97
Point-to-Point Protocol 97,
102
Post Connect 144
POT's 70, 219
Power Consumption 219
Power Supply 219
Power Supply Units 219
PPP 97, 102, 106
Present 64, 65, 69, 70, 72,
87, 126, 142, 159, 210
PRI 2, 89
PRI E1R2 89
Primary 87, 88, 95, 155
Primary Rate 87, 88
Primary Rate Trunks 88
Printers 175
Prioritization
voicepackets 211
Prioritization 209, 211
Priority 50, 70, 74, 160,
163, 217
Private 87, 92, 143
Private Voice Networks 87
Pro 73, 80, 115, 144, 179,
201
Pro offers 80
Product Documentation
163
Production 155
Productivity 143, 145,
160, 163
Professional 108
Professionalism improves
184
Profile 71, 72, 95, 102,
105, 108
Profiles set 102
Program 69, 188
Prompted
PIN 115
Prompted 103, 115, 116,
148
Prompts depending
user's 115
Prompts depending 115
Protocol 50, 74, 92, 102,
104, 105, 106, 209
Protocol passing 104
Protocols including 104
©Copyright 2004 Avaya Inc. All rights reserved.
Provide alternate 97
Provide guarantees 210
Provide My Wide
Get From Using IP
Office 210
Provide My Wide 210
Provide roaming 156
Provides
10 116
100 73
Provides 19, 50, 61, 67,
68, 70, 71, 73, 74, 80, 87,
88, 89, 94, 97, 101, 102,
103, 104, 105, 106, 108,
115, 116, 126, 145, 147,
156, 160, 163, 167, 174,
175, 179, 181, 184, 187,
188, 197, 201, 210, 215
Provides Queue Handling
179
Proxim 81
Proxy Address Resolution
Protocol
Support 104
Proxy Address Resolution
Protocol 104
PSTN 212
PSU 219
Public 71, 73, 87, 91, 92,
93, 101, 106, 212
Public Network
VoIP across 93
Public Network 71, 73, 91,
92, 93
Public Switched Telephone
Network 212
Pulse 68, 70, 89
Purchase 163, 174
PVC 92, 102
Q
Q.931 87, 93, 94
Q.931 signaling 87
Qmax 181
QoS
support 212
QoS 3, 50, 74, 80, 81, 212
QoS Options 50, 74
QoS/CoS 212
QSig 94
Quality
Service 81, 209
Quality 73, 81, 92, 209,
210, 211
Quality Problems
Symptoms 209
Quality Problems 209
Queue Panel 108
Queuing
played 72
Transferred Call 72
Queuing 72, 144
Quick Charger 81
Quick-disconnect 162
R
Radio/handset 162
Radium 162
RAM 154
RAS 105
Rating
24Vdc 219
Rating 219
Reattempt 108
Receiving
ARP 104
Hunt Group 66
Receiving 66, 104
Page 239
11th May 2004 - Issue 11b
IP Office Product Description
Reception 66
Rechargeable Battery 163
RECLAIM 65
Recording Services 132
Redial 45, 50, 74, 142,
163
Redial Button 163
Refer
Appendix 1
Microsoft 154
Terminals 159
Voicemail Pro 148
Refer 1, 67, 73, 80, 147,
148, 154, 159, 163
Relay 20, 68, 70, 92, 184
Relay On/Off/Pulse 68
Relay switches
controlling 68
Relay switches 68
Release 45, 70, 114, 163,
188, 217
Release 2.1 70
Release 2.1. 37
Remote Access 61, 105
Remote Access Server 5,
61, 105
Remote LAN Access 1
REP 175
Repeater Base Stations
156
Replaceable Antenna 162
Reply 126
Report Designer 175
Report Designer adds 175
Report Manager 172, 175
Reporting
Enhancements 175
Reporting 175
Required,e.g. 212
Requiring
180 Display
Telephones 201
Each Voice Call 210
Voicemail Pro 148
Requiring 148, 201, 210
Resource Manager 177
Rest
World 147
Rest 97, 147
Restricted/allowed 104
Return 108, 115, 142, 145
Return On Investment 145
RFA 201
RFC 211
RFC 2474 211
RFC1490 102
Ring Back Calls 66
Ringer On/Off 45, 163
RIP 106
RIP II 106
RJ45 89
Roamabout AP2000 81
ROI 145
Router 5, 73, 92, 97, 102,
105, 106, 209, 212
Router alleviates
need 97
Router alleviates 97
Router/firewall/DHCP 5
Routing
Information Protocol
106
Voicemail 126
Routing 70, 106, 126
RTCP 209
RTP 209, 210
IP Office 2.1
Product Description
RTP Voice Data Payload
210
Running
Intuity TUI 116
Windows 2000 Server
154
Running 116, 154
S
S 177
Sales 64, 69, 70, 142,
143, 155
Sales Departments 69
Sales pitch
use 143
Sales pitch 143
Sales Teams 155
SAP 210
Save Profile 108
Scheduler 150
Screen Pop 144, 188
SDK CD 217
Second 70, 126, 142, 163,
184, 210, 211
See 61, 64, 66, 68, 69, 71,
107, 108, 115, 116, 142,
144, 150, 161, 179, 184,
209
See CLIP 66
See conferencing 108
See Integrated 115
See IP Office 115
See Section 144
Segment
Local Area Network
209
Segment 101, 209
Segment try 209
Select 66, 88, 108, 132,
143, 150, 163
Selected parties
intrude 66
Selected parties 66
Separated
incoming/outgoing 144
Serial 174
Series 219
Server Side Components
177
Servers 66, 72, 101, 103,
115, 116, 170, 174, 177,
181, 187, 212
Service failing 201
Service Providers-based
conferencing
compared 145
Service Providers-based
conferencing 145
Service Providers-based
conferencing services 145
Service Quotas 102
Service-by-service 102
Services
Out 69
Quality 81, 209
Type 211
Services 3, 61, 69, 70, 72,
73, 81, 87, 88, 92, 93, 94,
97, 101, 102, 103, 104,
105, 106, 108, 115, 116,
132, 145, 147, 155, 160,
163, 177, 184, 188, 201,
209, 211, 212, 217
Short Code 68, 70, 71, 72,
102, 132, 174
Signaling
Conforms 87
Signaling 87
Silence Suppression 210
Simple Network
Support 50, 74
Simple Network 50, 74
Simple Network
Management Protocol 50,
74
Single 10/100 BaseT
Ethernet 50, 74
SIP hardphones 37
Site Planning 163
Small 2, 94, 115, 142,
167, 188, 219
Small Community
Networking 94
Small Office 1, 2, 115, 219
Small Office Edition 2, 9,
70, 97, 101, 115, 116,
147, 148, 219
Small Office Edition Only
101, 115
Small Office Edition
Overview 9
Small Office Power Supply
Unit 219
SME 81
SNMP 50, 74, 189
So8 Module 219
Soft 68, 107
Soft Phones 107
SoftConsole 64, 66, 68,
70, 108, 114, 150, 154
SoftConsole application
154
SoftConsole Conferencing
Center Integration 154
SoftConsole PC
Requirements 114
SoftConsole PC-based
application 154
SoftPhone 80
Soundcard 80
Speak 69, 150, 210
Speaker 50, 70, 74, 80,
143
Special Services 88
Specified Number 150
SpectraLink 81
SpectraLink Voice Priority
81
SpectraLink Voice Priorityenabled 81
Spectrum 162
Spectrum 24 DS 81
Spectrum 24 FH 81
Speech 66, 87, 209, 210
Speed Dial 66, 72, 144
Spread-spectrum 160, 163
Sprint 88
SSS 88
Stac Lemple Ziv 103
Staff Functions 155
Stand
Charging 163
Stand 50, 74, 163
Stand Power Supply
Adapter
Charging 163
Stand Power Supply
Adapter 163
Standard Power Supply
Unit 219
Standard Reports 175
State 108, 126
Statically Configured 50,
74
©Copyright 2004 Avaya Inc. All rights reserved.
Stations 108, 156
Status Bar 108
Stop Call Recording 143
Straightforward 156
Sub-addressing
Allows 87
Sub-addressing 87
Subnet 212
Supervised Transfer
called 65
Supervised Transfer 65,
108
Supplementary services
within IP networks 94
Support
4602SW 50, 74
802.11b 81
Calling Name 88
DiffServ 211
Generic Access Profile
156
H.323 73
IP Phones 73
Proxy Address
Resolution Protocol
104
QoS 212
Simple Network 50, 74
Support 2, 27, 45, 50, 66,
68, 69, 70, 71, 73, 74, 80,
81, 87, 88, 89, 91, 92, 93,
94, 95, 97, 101, 102, 103,
104, 106, 107, 126, 142,
144, 145, 147, 150, 154,
155, 156, 159, 162, 163,
174, 184, 187, 209, 210,
211, 212, 215, 219
Support during 212
Support Services 155
Supports routing 70
Supra 162
Surfing
Internet 20
Surfing 20
Suspend Call Waiting 68
Suspend/Resume 68
Suspended 65, 68
SVP 81
SVP Certified 81
Switching
WAN 92
Switching 92
Symptoms
Quality Problems 209
Symptoms 209
Sync 160
System
create Speed Dials 72
System 2, 45, 64, 66, 67,
68, 69, 70, 71, 72, 73, 80,
92, 101, 102, 103, 107,
108, 114, 115, 116, 126,
132, 142, 144, 147, 148,
150, 154, 156, 159, 160,
162, 163, 167, 175, 181,
184, 188, 189, 201, 210,
217
System Administrator 67,
71, 132, 142, 150, 154
System dealing 73
System delivers
benefits 160
System delivers 160
System Requirements
Conferencing Center
154
Page 240
11th May 2004 - Issue 11b
Index
System Requirements 144,
154
System Summary 175
System’s 101
System’s routing 101
System's 2-line display
163
System's 4-line display
160
Systems running 188
T
T1 2, 9, 101, 147, 201
T1/E1/PRI 93
T1/PRI-T1 147
Tabs 108, 143
Tailorable 175
Talk
indicating 45, 163
Talk 45, 163, 184
Tannoy 70
TAPI 215, 217
TAPI 2.1 215
TAPI 2.1 Functions
Supported 215
TAPI Reserved Fields 217
TAPI Reserved Fields
Published 217
TAPILink Lite 215
Target 175
Target Graphical Summary
175
Target Member Duration
175
TCP 5
TCP/IP 114, 144, 211
TCP/IP Networking 114,
144
Technology Overview 73
Teklogix 81
Telecommunications 155,
156
Telephone Company 69
Telephone Cord 163
Telephone Devices 163
Telephone Number 69, 70,
71, 87, 103, 108, 143, 150
Telephone User Interface
126
Telephones 45, 61, 64,
65, 66, 68, 69, 70, 71, 72,
73, 80, 87, 92, 93, 103,
105, 108, 115, 116, 126,
143, 144, 150, 155, 160,
162, 163, 177, 179, 184,
187, 201, 210, 212, 219
Telephony 2, 61, 70, 93,
142, 177, 184, 188
Telephony Functions 61
Telxon 81
Terminal Adaptor 5
Terminal establish
call 73
Terminal establish 73
Terminal wishing 73
Terminal/Extension 219
Terminals
referring 159
Terminals 64, 66, 67, 71,
72, 73, 80, 105, 156, 159,
160, 201
Text 64, 70
TFTP 81, 212
ThatIP 211
ThatIP packets 211
The 3810 45, 163
The 9040 162
IP Office 2.1
Product Description
The Applications 142, 188
The desktop 159
The Perfect Network 211
The TransTalk 160, 162
The TransTalk 9040 160,
162
The user 126
Time 50, 61, 69, 70, 71,
72, 74, 95, 97, 102, 104,
105, 108, 116, 132, 143,
144, 145, 148, 150, 163,
174, 175, 179, 184, 209,
210, 212, 217
Time Entries 72
Time Profiles 69, 72, 102,
217
Time/date 67
Time/date checking 67
Timeout 217
TNS 88
Today IP403 147
Toggle Calls 68
Topic 175
ToS 211
Total 102, 115, 142, 147,
158, 175
Total basestations/repeaters 158
TPAD 105
Transaction Packet
Assembler Dissembler 105
Transfer 45, 65, 66, 67,
71, 72, 108, 116, 142,
154, 163, 175, 184
Transfer Call Tracking
Detail 175
Transferred Call
Queuing 72
Transferred Call 67, 72,
108, 175
Transmission Control
Protocol 5
Transmission/reception 87
Transmit-receive
changing 162
Transmit-receive 162
TransTalk
Introduction 160
TransTalk 155, 160, 161,
162
TransTalk 9040 160, 161,
162
TransTalk 9040
Accessories 162
TransTalk 9040 Voice
Terminal Attributes 161
Trigger/control 70
Trunk 2, 66, 67, 69, 71,
87, 88, 101, 105, 175, 201
Trunk Group Activity 175
Trunk Group Busy 175
Trunk Group Call Duration
175
Trunk Group Response
175
Trunk Group Summary
175
Trunk/Line 87
Trunk/Line Types
Supported 87
Trunk/VoIP channel 147
Trusted’ 101
TUI 126
Tunneling Protocol 106
Type
IP 73
Leased Line 101
License Keys 201
Service 211
Type 2, 45, 65, 69, 70, 71,
73, 87, 97, 101, 103, 108,
115, 147, 148, 162, 163,
184, 201, 210, 211
U
UDP 50, 74, 209
UDP Port 50, 74, 209
UDP Port Selection 50, 74
Unique computergenerated 150
Unique computergenerated Conference ID
150
Unique PIN 150
Unit 70, 73, 80, 97, 105,
156, 159, 163, 174, 219
Unit Dimensions 219
Unread 'User 108
Unsecured’ 101
Unstructured Private
Circuit 91
Upgradeable 81, 174
Upgrades 2, 50, 74, 209,
211
UPS 19
URL 150
USA 70
USB 20, 80, 105
Use
Passwords 67
Permanent Virtual
Circuits 102
Point-to-Point Protocol
97
sales pitch 143
WAV file 70
Use 2, 45, 61, 67, 69, 70,
72, 73, 80, 97, 101, 102,
105, 108, 115, 116, 143,
145, 147, 160, 162, 163,
174, 209, 210, 211, 217
User
prompts depending
115
Web Scheduler
requires 150
User 2, 45, 61, 64, 65, 66,
67, 68, 69, 70, 71, 72, 73,
80, 87, 94, 97, 101, 102,
104, 105, 108, 114, 115,
116, 126, 142, 143, 144,
147, 148, 150, 154, 155,
156, 159, 160, 162, 163,
174, 175, 177, 217
User & Installation Guide
163
User Agents 163
User dialing 71
User restricting 105
User setting 150
User wants 68
User/operator
enables 66
User/operator 66
Users handling 69
Users Locale 217
Users Name 108
Users/departments 72
Using IP Office 210
V
V.24 101
V.35 97, 101
V222 81
V24 101, 156
©Copyright 2004 Avaya Inc. All rights reserved.
V35 9, 101
V6.02 81
VCM 115, 211
VCM-20 147
VCN 150
Version 69, 87, 89, 101,
105, 114, 144, 154, 211,
212
Vibrator Alert 163
Video 73
Virtual 92, 102, 145
VLAN 50, 74
VM Call Flow Monitor 175
VM Summary 175
Voice
implementing 73
Voice 9, 20, 50, 70, 72,
73, 74, 87, 91, 92, 94, 95,
102, 108, 115, 116, 143,
147, 148, 150, 159, 160,
161, 163, 184, 209, 210,
211, 212
Voice Call 70, 102
Voice Compression 115,
116, 211
Voice Compression Module
115, 116, 211
Voice Conferencing
Notification 150
Voice Mail 5, 50, 74, 108,
159, 210
Voice Networking 87, 91
Voice Over IP 9, 73, 87,
91, 92, 212
Voice Over IP Channels 9
Voice processing 184
Voice Quality 102, 163,
212
Voice Terminal Attributes
161, 163
Voice Terminals 160, 161,
163
Voicemail
calls 65
comment 116
diverted 65
including 20
Number 217
routed 126
Voicemail 1, 2, 9, 20, 61,
64, 65, 66, 67, 68, 69, 70,
71, 72, 94, 107, 108, 115,
116, 126, 132, 142, 143,
144, 148, 150, 154, 159,
179, 217
Voicemail application
end 115
Voicemail application 115,
116
Voicemail email 217
Voicemail Embedded 115,
116
VoiceMail Lite
dialing 116
VoiceMail Lite 115, 116
Voicemail Message
Waiting Indication 159
Voicemail Ports 132
Voicemail Pro
part 132
refer 148
requires 148
Voicemail Pro 2, 64, 67,
68, 70, 94, 108, 115, 126,
132, 143, 148, 150, 154
Voicemail Pro Networked
Messaging 2
Page 241
11th May 2004 - Issue 11b
IP Office Product Description
Voicemail Pro Release 1.3.
148
Voicemail Pro
Requirements 148
Voicemail Server 115
Voicemails
control 115
Voicemails 115, 116, 142
Voicepackets
prioritization 211
Voicepackets 211
VoIP
deploying 93
VoIP 9, 81, 91, 92, 93, 95,
143, 144, 147, 155, 209,
211, 212
VoIP across
Public Network 93
VoIP across 91, 93
VoIP networking 91
Volume 45, 50, 74, 163,
184
Volume Up 50, 74
VPIM 2
VPN 2, 73, 92
W
Wall Mountable 50, 74
Wall Mountable With 50,
74
Wall Plate Adapter 163
Wallboard 174
Wallboard Manager 172,
174
WAN
switching 92
IP Office 2.1
Product Description
WAN 5, 9, 91, 92, 97, 101,
102, 210
WAN3 219
WAN3 Module 219
Warehouse 155
Warehouse Supervisors
155
WAV 70, 144
WAV file
uses 70
WAV file 70, 144
Web 2, 5, 132, 142, 150,
154, 163, 177, 188
Web address 150
Web Callback 177
Web Callback requests
177
Web Client 150
Web Scheduler
Access 150
Web Scheduler 150
Web Scheduler requires
user 150
Web Scheduler requires
150
Web Server 2
Web site 163
Weight & Power
Consumption 219
What's New 2
Whisper Page 66
Why 145
Why use Audio
Conferencing 145
Wide Area Network 97,
103, 209, 211
Wide Area Networking
Protocol 102
Wi-Fi 80, 81
Windows 64, 80, 101,
108, 114, 115, 144, 154,
174
Windows 2000 80, 154
Windows 2000
Professional 154
Windows 2000 Server
running 154
Windows 2000 Server 154
Windows 2003 Server 154
Windows 98 115
Windows 98/NT4/2000/XP
114, 144
Windows Name Service
101
Windows NT4/2000/XP
174
Windows Operator
Console 64, 108
Windows PC 5
Windows XP 80, 154
Windows XP operating
systems 80
Windows XP Professional
154
WINS 101
Wireless 2, 45, 61, 80,
155, 160, 163, 174
Wireless Deskset 80
Wireless Gateway 81
©Copyright 2004 Avaya Inc. All rights reserved.
Wireless Handset 45, 163
Wireless handset delivers
benefits 163
Wireless handset delivers
163
Wireless LAN 9, 80, 81
Wireless VoIP
Overview 81
Wireless VoIP 81
Within SoftConsole 108
Wizard 2, 177
World
Rest 147
World 73, 97, 147
WorldCom 88
Wrap-Up 143
Www.avaya.com/support
163
X
X 24 Character 50, 74
X IP400 Office Digital
Station 30 Module 201
X.21 97, 101
X.25 102, 105
X21 9
XDSL 101
XP 115
XP PC 115
Y
Y 217
Page 242
11th May 2004 - Issue 11b
Index
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 2004 Avaya Inc.
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 2.1
Product Description
©Copyright 2004 Avaya Inc. All rights reserved.
Page 243
11th May 2004 - Issue 11b
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